FAQs

We've partnered with Kandu On-Demand Home Services to provide assembly and installation services (sold separately).  With a special focus on product assembly and installation, Kandu's local service pros will assemble your new gazebo, pergola, sunroom, and almost anything else that comes in a box while you sit back and relax.

While pergolas and gazebos are not considered permanent structures, we advise that you check with your municipality and HOA before installing any structure, as some municipalities and HOAs can limit the size of the structures you can install on your property. 

We offer Paypal as a payment solution which offers 'No interest for 6 months" on any purchase over $99 with 'Paypal Credit'.

Unlike the retail giants out there, when you buy from us, you support small business! Our business resolves around customer support and satisfaction. We're here to make sure your purchase goes smoothly from beginning to end.

Here's a few other reasons to buy from us:

• Buy Direct from the Factory
• Free Shipping
  
• All The Top Brands
• 24/7 Expert Support

You may call or email anytime or feel free to leave us a message and have us call you back.

We look forward to serving you!

Your information is secured at all times by our service provider – Shopify. 

We only collect data such as name, address and email in order to fulfill your purchase. No other data is stored in our systems.

To learn more, please look to our Privacy Policy.

We are an authorized dealer of every manufacturer we carry. Which means you will get the most up-to-date product information and full manufacturer warranties will be honored for all products we carry!

We are an online only retailer. Most of our items are found online only as they are too large for retailers to carry fully assembled.

We ship from our warehouses located in California, Illinois, Connecticut, Nevada and New York.

Delivery Times:

Once shipped, items usually arrive within 7 to 14 business days.

Delivery Appointment:

Once your order leaves the warehouse, you will receive an e-mail with all relevant tracking information. The freight carrier will then contact you via the phone number you provided at the time of your purchase to schedule a desired delivery appointment. NOTE: they will not deliver your item until an appointment has been scheduled with you first.

Important Delivery Info:

Freight delivery means curbside delivery ONLY.  This means delivery drivers will deliver the item at the end of your driveway, and at their own discretion MAY help move the item up your driveway or into the garage, but are not required to do so.  Some items, including all Sojag products, are too long for a lift gate and you will need to assist with unloading.  It is advised to have extra help on your delivery day if you cannot accept the item on your own.

**If any item is missing or damaged upon arrival, simply let us know the exact part that is needed and we will expedite the replacement to you.

We are using the shipping carriers that our suppliers work with. This can be, for example, LTL, SAIA Freight, FedEx or UPS. Our supplier chooses the best shipping carrier according to the weight of the item(s).

Freight delivery means curbside delivery ONLY.  This means delivery drivers will deliver the item at the end of your driveway, and at their own discretion MAY help move the item up your driveway or into the garage, but are not required to do so.  It is advised to have extra help on your delivery day if you cannot accept the item on your own.

For more detailed information, please visit our Shipping & Returns page. We want you to be 100% satisfied with your order. If you are dissatisfied with your order, please contact us immediately with the problem and we will do our best to allow you to either exchange it, replace it or issue a refund of your money within 30 days of your purchase. All returns require an RMA number to be assigned before returning. All returns are subject to review and approval and a 20% restocking charge. In line with our commitment to customer satisfaction, we will replace or exchange any damaged item. If you must return your item, you may do so within 30 days of your purchase, but due to the weight of these items, customers are required to pay return shipping costs. Valid returns must be new, unused and unassembled items in their original packaging. If you refuse delivery of your order, we will credit you when the product has been received back in, less the cost of shipping.

Yes, you surely can. Just give us a call and we can handle everything on the phone. Our phone number is 888-323-8837.

Changes must be made within 24 hours of placing an order.

If you have placed an order and would like to cancel or change it for any reason, please contact us immediately. We will do all we can to cancel or change the order, but if this is not possible, you are liable for all shipping and handling charges, including promotional outbound shipping, and return shipping. If a customer cancels an order after it has already shipped, refuses the package from FedEx, UPS, USPS, or a freight carrier or if the item is returned to us after three delivery attempts, a restocking fee of 20% and two-way shipping will be deducted from the customer's refund.

There are 2 main reasons for a card denial: 1. Sometimes it happens that banks blocks your purchase automatically because the purchase amount is outside of your normal spending habits (fraud alert). Please call your bank and tell them that it was you, who wanted to buy something. 2. Your billing ZIP code is incorrect. In this case, try again and enter the correct information.

Although there is no sales tax for most states, we are obligated to charge sales tax for orders to California, Connecticut, Florida, Illinois, Louisiana, Massachusetts and Texas.

You can enter your promo/discount code at the checkout.

Yes, we can provide a W-9 form for non-profits, schools, and other businesses. Just email us at support@thebetterbackyard.com.

In the rare event that your delivery is damaged, all of our suppliers will work to quickly send replacement parts or even a completely new delivery if the situation arises. This is entirely up to the discretion of the manufacturer, but your satisfaction as a customer is the top priority of both The Better Backyard and the manufacturers we represent. Please contact us immediately if your delivery is damaged.  Accept the delivery and mark the receipt document that the shipper gives you with the word "DAMAGED" on it to signify into the shipper's system that the delivery was damaged. Parts damaged by the shipping carriers must be reported to us within 10 days of the time the damaged packages arrive.

You should ALWAYS do an inventory check RIGHT AFTER receiving the item. This way we can send out missing or damaged pieces in case you need them. We cannot guarantee that the manufacturer will send out damaged/missing pieces after 30 days of receiving the product. Some manufacturers may do this, but not all of them.

You must get replacement parts from the manufacturer regardless of whether your product is in or out of warranty.  They will need the model number of your item.  If you have the specific part number from the assembly manual, it would be helpful.  If your product is still under warranty, they will need the place and date of purchase as well as your receipt.  If you purchased from The Better Backyard, we can send you your receipt.

Click here to see the manufacturers we support and their contact information for replacement parts, warranty issues and product support.