Policies

Terms & Conditions

Backyardlivingdirect.com is owned and operated by Backyard Living Direct LLC. All monetary transactions will take place over a secure connection, and our site is encrypted with the highest standards and latest technologies possible.

We value your privacy and we view your data security as our top priority. We do our best to ensure your security during your shopping experience. We use information security best practices, and all transactions are performed over a secure connection using the highest levels of encryption technologies.

When it comes to your personal information, we will not give any of your information you to any other companies without first receiving consent from you.
We respect and understand that your personal information is given to us for purchasing and shipping reasons only. If you have any questions, please call us at 1-844-295-3552.

Item Info & Pricing

Backyardlivingdirect.com reserves the right to change item pricing or information at any time. As a result, prices on our website may not be accurate. If an item is ordered off of our site before we have updated our prices, the customer will be notified and given the option to pay the difference or cancel the order. If the price of an item is lowered after a purchase is made, Backyardlivingdirect.com will not refund the difference to the customer.

For some products, we may use a product picture that does not exactly match the product but helps illustrate what it will look like. In these cases, customers will be shipped the item they ordered, even though it may be slightly different than the image reflected in the listing. Please check the provided product information and specifications before you make any purchases.

Offer Details & Exclusions for Discounts & Coupon Codes

Some coupon or promotional codes may not work for all products or brands. Some of our products are already set to the minimum price the manufacturer will allow us to advertise. Some manufacturers set strict limits on Minimum Advertised Pricing (MAP) and the number of promotions we can run be a year for their products.

Shipping Specifications

Our in-stock orders may take 7-14 business days to be delivered. Direct shipments are made to continental U.S. locations only. Shipments to Alaska, Hawaii, and Canada will incur special provisions which are detailed below.

Backyardlivingdirect.com only offers free shipping to the continental United States. Shipments to Alaska and Hawaii are not eligible for free shipping, and the customer is responsible for all duties and tariffs on shipments to those states.

Backyardlivingdirect.com uses USPS, UPS, or FedEx for smaller items, but larger items will be shipped via LTL freight. We reserve the right to choose which courier delivers your shipment; however, we have no control over any of the shipping companies we use. Once a shipment is in transit, we cannot make changes to shipping address or delivery dates. Any delivery times will be approximated using information provided to us by the delivery company. We realize shipping problems can be frustrating, unfortunately, we have no control of the situation once the item is in the hands of the courier.

FREIGHT DELIVERY:

All larger shipments, known as LTL shipments and sent via a freight carrier, are curbside delivery only by default. This means the customer is responsible for moving the item to its desired location, unpackaging, and assembling it. All LTL items sent via freight will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, such as by leaving a note, Backyardlivingdirect.com can not be held responsible for damages that may occur during delivery.

Remote or hard-to-reach areas, such as Martha’s Vineyard, or certain rural areas may incur additional shipping fees. This applies to all orders. If this is the case with your order, one of our Customer Service representatives will contact you to discuss the additional charges.

Customers are responsible for informing Backyardlivindirect.com of any foreseeable problems with this type of delivery at the time of their purchase, and customers will responsible for additional charges incurred for delivery problems. Backyardlivingdirect.com is not responsible for any additional shipping charges due to a shipping companies’ inability to deliver to a particular location. Examples of certain circumstances that may incur additional charges may include but are not limited to: non-traversable roads, narrow roads, unpaved roads, or vacant establishments.

As previously mentioned, all shipments are curbside delivery by default. In-home delivery is not implied but may be offered for certain purchases at an additional charge. White Glove Delivery Service is available for purchase on some products. White Glove Delivery involved generally involves moving the item to the customer’s desired location, and assembly of the item.  These shipping options are only available through a custom quote. Charges vary, so please contact our customer service team for a custom quote. (LINK to contact us page)

Backyardlivingdirect.com will ship to APO/FPO addresses; however, such shipments are subject to certain size and weight restrictions and may be subject to additional fees. If there is an issue with your APO/FPO address, we will contact you and discuss any additional charges.

Customers are responsible for all additional charges on shipped items that are returned because they are not deliverable due to any customer error including but not limited to incorrect address information. Orders for larger items that are shipped via LTL freight will require the shipping company to contact the customer prior to delivery to schedule a delivery time. Any products returned because the freight company could not reach the customer will be considered and treated as a return, and that order will be subject to our regular return policies.

Shipping Outside of the Continental U.S.

All shipments outside of the Continental U.S. will require a custom quote. Customers outside of the Continental U.S. who place orders online will be contacted by a member of our Customer Service team to discuss the additional charges before their item can be shipped.

Backyardlivingdirect.com does not ship items directly to Canada. Customers in Canada looking to purchase from us will have to have their item shipped to a U.S. based freight forwarder. Customers who place orders online will be contacted by a member of our Customer Service team to discuss available options.

Customers in Canada will be responsible for all duties and tariffs on Canadian shipments. Additionally, they must handle coordinating with the freight forwarder for delivery to the final destination. Please call1-844-295-3552 for assistance, otherwise enter a United States address provided by your freight forwarder.

Delivery Inspection

The vast majority of deliveries have no external or internal damage and are delivered and signed for without a problem. Customers are responsible for accepting or declining deliveries, and for your protection, we ask that you please inspect your packages following these guidelines:

IMPORTANT: You have 48 hours to call us at 1-844-295-3552 to report any damage.

STANDARD DELIVERY :

If your item arrives through a typical parcel delivery courier such as UPS or FedEx, you have 48 hours to call us at 1-844-295-3552 to report the damage.

FREIGHT DELIVERY:

It is the customer’s responsibility to accept or decline their LTL freight shipment.

IMPORTANT: If you authorize the freight company to leave shipment without your signature, Backyardlivingdirect.com cannot be held liable for any damages and/or missing pieces. Keep in mind, leaving a note is the same as signing for your products in good condition.

Please follow these steps if your order is being shipped via freight

Step 1: Ensure that the pallet/piece count on the delivery receipt matches the number of pallets/pieces you receive.

If something from your order is missing:

  • Note this on your delivery receipt before you sign. Example: “Received 2 of 4 pieces”
  • Call us at 1-844-295-3552 immediately to let us know you are missing items. We will coordinate with the shipping company to locate the missing items or replace them.

Step 2: Inspect the packaging for external damage.

If there is noticeable exterior damage:

  • Before signing your delivery receipt, open the box and inspect for visible damage.
    If you notice damage and the delivery driver will not allow you to inspect the inside of the package or refuses to allow you to make the package as damaged, please call us immediately at 1-844-295-3552. If you are unable to get a hold of us, please refuse the shipment. Doing so will not invalidate your order, and we will work diligently to get a new, undamaged item to you as quickly as possible.
  • It is the customer’s responsibility to note any damages to the packaging or products on the delivery receipt specifically by writing the word “Damaged” before on the receipt before signing.

PLEASE NOTE: Signing a delivery receipt without noting any damages legally states that you have received your freight in good condition.

Step 4: If there is no visible external damage, please sign for your freight.

Step 5: Please inspect your items for concealed damage after the driver has left.

IMPORTANT: You have 48 hours to call us at 1-844-295-3552 to report any damage.

If you have any questions, please feel free to contact us at 1-844-295-3552.

30 Day Zero-Hassle Returns

If you don’t love your purchase, we gladly offer a zero-hassle return policy. We allow you to return all new, unused, unassembled, and resalable items in their original packaging within 30 days of delivery for a refund (minus the original and return shipping costs incurred by Backyardlivingdirect.com). Naturally, if your return is because of our error, you are not responsible for any shipping costs. Custom and made-to-order purchases are not eligible for return. Please see our Custom Order section below for more information. 

  • If a return request is due to product defect or damage, Backyardlivingdirect.com will first work with you to get the product repaired. If repair is not possible, then we’ll work with you to get the item replaced.
  • If your return will be coming back via LTL freight shipment, we simply ask that you to provide us a photo of the item before your return will be authorized. We will need a “before” picture in case the item is damaged on the way back to us.
  • Before shipping any item back, please make sure they are clean, the packaging is sufficient to prevent damage, and note any defects along with the photos taken. Doing so will make the return process go more smoothly.

Important information about refund eligibility:
To be eligible for a return, customers must return items within 30 days of delivery in “Like New” condition. “Like New” condition is when a returned item is unused, unassembled, and has been returned in the original packaging.

  • Full refunds do not apply to certain items, including clearance items, gift cards, gift certificates, items that have been personalized, and items clearly marked as “non-returnable,” such as products sold as “Warehouse Deals.”
  • The costs of return shipping are deducted from your refund or merchandise credit.
  • Refunds are not processed until the item has been inspected by us in our warehouse.
  • Refunds must be applied to the same credit card, debit card, or other forms of payment used in the original transaction.
  • Backyardlivingdirect.com reserves the right to refuse a refund on a returned item if:
    • The item that has been returned does not match the original item shipped to the customer.
    • The returned item is missing parts or the original product’s packaging.
    • The item was damaged during the return shipment due to improper or insufficient packaging.
    • The item being returned has been obviously heavily used.
    • The item has been assembled in a way that would impede proper packaging for return shipping.

Exchange Policy and Situations

  1. If you need the product right away, the quickest way to deal with an exchange is to purchase a replacement on a new order to get it shipped out as soon as possible. Then return the original item and you will be refunded you for the original once we’ve received it back to our warehouse in “Like New” condition.
  2. If you do not need a replacement immediately, return the original item and once it has been received by our warehouse in “Like New” condition, you will be refunded for that purchase. Then, you will have to purchase the replacement on a new order and we’ll ship the replacement as soon as possible.

To request a return, please call us at 1-844-295-3552.

CUSTOM ORDERS

Any custom or made-to-order/special order item that is defective due to manufacturing will be repaired/replaced as long as the claim is made within the warranty period offered by the manufacturer. Any custom orders damaged in shipping will follow all steps for a freight claim as previously discussed. All Custom pieces will be repaired or replaced with an item of the same nature as previously ordered. You will not be allowed to order an item that differs from the damaged or defective item. Due to the custom nature of made-to-order/special order items, all sales are final.

Customer Safety & Security

All purchases made on Backyardlivingdirect.com take place over a secure connection. We follow current best practices and our site is encrypted and is encrypted with the highest standards and latest technologies possible. Additionally, our site is checked daily for security measures.

Customer Privacy

We value your privacy and we view your data security as our top priority. We do our best to ensure your security during your shopping experience. We use information security best practices, and all transactions are performed over a secure connection using the highest levels of encryption technologies.

When it comes to your personal information, we will not give any of your information you to any other companies without first receiving consent from you.
We respect and understand that your personal information is given to us for purchasing and shipping reasons only. If you have any questions, please call us at1-844-295-3552.

Backyardlivingdirect.com collects anonymous website visitor information through the use of a pixel tag. This is industry standard technology used by all major websites. This information is not sold to other companies and is only used for the purposes so showing targeted ads based on your interaction with and behavior on our site.

Sales/Use Tax

If an item is purchased and shipped inside the state of Louisiana, the sales tax will be computed and added to your merchandise total at the time of checkout. Backyardlivingdirect.com is not required to collect sales tax on purchases shipped outside of Louisiana. However, most purchases are not exempt from tax merely because it was made over the Internet or by phone, your purchase may be subject to local sales/use tax. It is the purchaser’s responsibility to check with their local department of revenue for guidelines on filing the owed taxes.