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Shipping, Returns and Refunds Policy

Free Shipping Promotion:
At the moment, we are offering free shipping on most products to the lower 48 states in the U.S. No minimum order required!

If you would like an order shipped to anywhere else in the world, please email us at hello@mybackyardzone.com, and we will gladly work something out with you!

My Backyard Zone reserves the right to cancel this offer at anytime

Order Confirmation:

After you place your order, you will receive a confirmation email. This means that we have received your order in our system. As soon as we receive your order, we automatically reach out to our suppliers to confirm that it is in stock and ready for shipment. 

If your item happens to be on backorder or is otherwise unavailable, we will let you know via email. Once your item(s) are available for immediate shipment, we will ship the order.

Order Shipment:

Your order will ship within the lead time we have posted on the product page. We will email you tracking information within 24 hours of your order leaving the warehouse. 

If you do not receive tracking information from us by 3 days after the lead time posted on the product page has elapsed, feel free to follow up with us at hello@mybackyardzone.com.

With the above being said, at the moment, during these crazy times of COVID19, processing time is often longer than usual, due to unexpected lockdowns, higher volume of orders, lower man power and other COVID19 effects.

My Backyard Zone will use their best efforts to manufacture, staff and service to meet the scheduled delivery date(s). However, My Backyard Zone reserve their right to extend the delivery date/time if manufacturer is unable to perform or its subcontractors or suppliers fail to perform on time due to illness, supply shortages, or governmental restraints on business, travel, and/or assembly. In the event of such a suspension/delay, My Backyard Zone shall not be in default for failure to perform and shall not be liable for loss, damage, detention, or delay.

Most orders will be shipped by FedEx or UPS. Small items may be delivered by the US Postal Service or by the US Postal Service via FedEx SmartPost or UPS Surepost.

Larger items may be delivered via FedEx Ground, FedEx Home Delivery, UPS Ground, or Truck Freight. Some orders may require 2 to 15 weeks depending on the item.

Most Fire Pits and Bowls are made to order and are individually handcrafted, therefore the estimating time until shipping varies. It ranges from eight days to 12 weeks, depending on the brand and model.

Some large or heavy items require additional shipping and handling charges due to the bulky nature of these products.

If an item requires additional shipping and handling charges, we will clearly mark this requirement on our website and in our catalog. In most cases, we charge a "flat" rate to ship these items.

No returns on made-to-order goods. No returns on custom features, NO EXCEPTIONS.
If a product is delivered incorrectly, it is the recipients responsibility to notify My Backyard Zone within 48 hours. My Backyard Zone is not responsible for incorrect or damaged packages and shipments 48 hours after they have been received.

International Orders:

All international Orders (except Canada) require special processing. When you are entering an International Order, please complete all the necessary information. We will get a shipping quote from one of our International carriers. We will contact you with the final charges for approval.

The order will not be shipped or charged unless it is confirmed by you. Please note: You will be responsible for any applicable taxes and/or duties that will need to be paid upon delivery.

Canadian Orders: We do not ship directly to Canada, however, we will ship to a US-based freight forwarder of your choice! We recommend you first contact the desired freight forwarder to obtain their shipping and receiving processes.

You will be responsible for all duties and tariffs on Canadian shipments, along with coordinating with the freight forwarder for delivery to final destination. Please call for assistance, otherwise, enter the shipping address provided by your US-based freight forwarder.

Damages:

ALL SHIPMENT SHOULD BE INSPECTED AT THE TIME OF DELIVERY. DAMAGED PACKAGES SHOULD BE REFUSED. If you notice any damage, you should note it on the freight bill when signing for delivery. Also, please take photos to document of the damaged parts of the product on arrival.

If your product is defective or sustains damage during shipping, please contact us at hello@mybackyardzone.com right away. Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.

If delivered by Truck Freight, please contact the freight carrier at the phone number on the carrier’s bill. After contacting the carrier, please call My Backyard Zone Customer Service at (858)766-2100 for further assistance with the damaged shipment.

Please note, signing for your delivery without noting any damages or inability to inspect the delivery on the relevant paperwork legally states that you have received your freight in good condition and My Backyard Zone cannot be held liable for any damages, missing pieces, etc. that may be incurred as a result of this decision.

Leaving a note or instructions for the driver is considered to be the same as signing for your products in good condition.

If you authorize the freight company to leave freight without a signature, My Backyard Zone cannot be held liable for any damages, missing pieces, etc. that may be incurred as a result of this decision.

If you choose to sign for a visibly damaged please note on the relevant paperwork that you are signing for a damaged package; however, My Backyard Zone cannot be held liable for any damages or missing pieces for accepted via signature delivery.

Cancellations & Refunds:

We work with many different manufacturers and suppliers. Every one of them have different returns & Refund Policies.

Custom Job Orders: There are no cancellations or returns on
made to order or custom jobs.

To cancel an order, reply to the confirmation email you received when you placed your order online. Just tell us why you need to cancel and we will process it as soon as we can. 

All orders canceled after 48 hours are subject to a $70 administration fee, regardless of whether your order has shipped. If your order has shipped, you will also be responsible for return shipping charges. Refunds will be issued to the credit card that you used when placing your order.

How do I return a product?

If you want to return an item, please send an email to returns@mybackyardzone.com.

Returns will only be accepted within 30 days of the receipt of your product. The product must be returned unopened in the original packaging.

We do not accept returns of used products. You should also provide us with a receipt of your purchase and a reason for returning the item.

Please note that you cannot return an item without a valid return authorization number and there is a 30% restocking fee for all returns. 

Upon receiving and inspecting the returned product, My Backyard Zone will issue a refund for the full amount minus restocking/ administration fees to the credit card used for the purchase only.

If you attempt to send the item back without a return authorization number, it will be refused, and you will be charged the return shipping costs. Customers are responsible for paying all shipping and handling costs for returning an item.

 

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