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Shipping and Returns
Delivery Times:
Once shipped, items usually arrive within 7 to 14 business days. Please note that most freight carriers do not operate on weekends, just Monday through Friday.
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 products, including ALL Sojag and Arrow products, are too long for a lift gate. The asks that you assist the driver in offloading each box in your delivery. It is advised to have extra help on your delivery day if you cannot accept the item on your own.
30-Day Simple Returns
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 roundtrip shipping costs plus a 20% restock fee. Valid returns must be new, unused and unassembled items in their original packaging. Returns will be inspected and a refund minus shipping costs will be issued to you within 5 business days.
Non-Returnable items: Out of original packaging, Paragon products
Refusals: If you refuse delivery of your order, you will be credited when the product has been received back in for the full amount less the shipping cost.
Delivery Inspection
Over 99% of deliveries have no external or internal damage and are signed for without a problem. For your protection, we ask that you please inspect your packages following these guidelines:
FREIGHT DELIVERY:
If you authorize the freight company to leave freight without a signature, thebetterbackyard.com cannot be held liable for any damages or missing pieces. Leaving a note is the same as signing for your products in good condition.
Take a photo and note it on the bill when you sign, if the box has holes or tears. Thorough give a visual inspection of the package before signing the delivery.
If there is no damage noted on the Bill of Lading Receipt, then we cannot prove that the damage occurred during shipping and the freight company is thereby released from all responsibility.
However, if you notice damage to the item after you open the box, email us with pictures immediately at support@thebetterbackyard.com
1. Ensure that the pallet/piece count on the delivery receipt matches the number of pallets/pieces you receive.
If a pallet(s) or piece(s) is missing:
- Note this on the delivery receipt before you sign. Example: “Received 4 of 5 pieces”
- Email us at support@thebetterbackyard.com immediately to let us know you are missing pallets/pieces. We will coordinate with the shipping company to locate the missing pallets/pieces or replace them.
2. Inspect the packaging for external damage.
If you notice exterior damage:
- Open the box and inspect for concealed damage before signing the delivery receipt.
If you notice external damage and the delivery driver will not allow you inspect the inside of the package or the driver will not let you note “damaged” on the delivery receipt, email us immediately at support@thebetterbackyard.com.
- Note any damages to the packaging or products on the delivery receipt by specifically writing the word “Damaged” before signing.
PLEASE NOTE: Signing your delivery receipt without noting any damages legally states that you have received your freight in good condition.
Incorrect Address
For orders shipped to the wrong address due to a customer inputting the incorrect address, the customer must cover the cost of ordering replacement items so please be extremely careful when entering your shipping address.
I ordered 2+ items, but only received one... where's my order?
- Since we have a large assortment of products, they may be shipped separately. You may receive one item before the next. So don't worry, if you don't receive all of your items at once…they are on the way.
Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems. But if your item is damaged or defective in some way, we'll make sure you're taken care of.
Most of our products are backed by a manufacturer's warranty. If your item has a defect, please contact the manufacturer as instructed in the paperwork that came with the product. If you need help contacting the manufacturer, feel free to contact us.
If your product was damaged during shipping, contact us and we'll help you get the replacement parts you need or arrange for total replacement of the product at no cost to you. Depending on the manufacturer of your item purchased, returns may not be available.
We want you to be completely satisfied with your order. If you have any questions about shipping, delivery, or anything related to your order, please don’t hesitate to contact us!