SHIPPING & RETURN POLICY
Please review the shipping and payment details before completing the order. You will receive a confirmation e-mail immediately after placing your order.
Please contact us immediately if anything needs to be corrected.
Our in-stock orders will probably take about 7-14 business days to reach a customer. Any custom orders will take approximately 6-8 weeks. Direct shipments are made to continental U.S. locations only.
Most large items ship freight. When the driver arrives to accept the package and inspect it for any possible damage, you will need to be at the delivery address.
Thebetterbackyard.com does not charge shipping on items with a free shipping icon next to them on our website when shipped to US locations, except for Alaska and Hawaii. 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.
We use UPS or FedEx for smaller items, and larger items go freight. We reserve the right to choose which freightway carries your shipment. We do not, however, control the shipping companies (freight or UPS). Once a shipment is in the hands of the delivery company, we cannot change shipping addresses, we cannot make a delivery happen on a certain day, and we can only approximate delivery times as we only have the information the delivery company makes available to us.
All shipments, unless specifically denoted, are curb-side shipments. All larger shipments, shipped via freight carrier, will require a signature at the time of delivery. If you authorize the shipping company to leave the delivery without a signature, thebetterbackyard.com can not be held responsible for damages that may occur during delivery.
Remote or hard-to-reach areas may incur additional shipping fees. This applies to Free Shipping and regular shipping orders. If this is the case with your order, a Customer Service representative will contact you promptly to notify you of any additional charges.
It is the customer's responsibility to inform us of any problems with this type of delivery at the time of purchase. Thebetterbackyard.com is not responsible for shipping costs on merchandise not delivered due to a shipping companies inability to deliver to a particular location. Certain circumstances may include but are not limited to: narrow or winding roads, dirt or gravel roads, and vacant establishments. In-home delivery is neither implied nor offered without additional charge, and is not necessarily available even if the customer is willing to pay more for it.
We also offer White Glove Service on delivery of some products.
We do ship to APO/FPO addresses.
If an item is shipped and returned because it is not deliverable due to an incorrect address, the customer will be responsible for shipping both ways. Orders for larger items that must ship freight require the shipping company to contact the customer prior to delivery. If the product is returned because the freight company could not reach the customer, this will be considered a return, and the order will be subject to our regular return policies.
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:
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.
If you notice damage to the item after you open the box, contact us at 888-323-8837
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”
- Call us 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, call us immediately. If you are unable to reach us, you should refuse the shipment. Doing this will not invalidate your order and we will still work diligently to get your order to you in good condition as quickly as possible.
- 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.
3. If there is no visible external damage, please sign for your freight.
4. Please inspect your items for concealed damage after the driver has left.
Certain items including Brunswick Shuffleboard and Billiard Tables include Delivery and Installation by an Authorized Brunswick Dealer for any warranty to be valid. If the customer lives beyond a reasonable distance from a Brunswick Dealer, (100 miles), the order will not be fulfilled and the customer will be notified and refunded in full.
At our discretion, for exchange items (for example, the customer has purchased the wrong size), we may offer alternative solutions to the customer to help get the customer the size/item they desire.
NOTE: Once we receive the item to the return address, we will go ahead and refund your order/item and/or send the exchange item (whatever is appropriate). Please note that we are not able to issue the refund amount or send the exchange item until we receive the item you wish to return / exchange to our return address.
Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund unless the issue lies with the responsibility of The Better Backyard.
Defective or incorrect item(s)
If an item arrives defective or does not match the description on our website or in the photos, and payment is eligible, we will ask you to send a photo of the issue to our support email address. Our support team will review the photos you send of the defective item and if your item is eligible, we will resend the product to you for no additional cost to you. In the rare case that sending a replacement product is not practical, we will reimburse you the full cost of the eligible product.
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.
How long does it take for an order to arrive?
- Delivery can vary and take 10-14 business days.
- If you're still not sure, just email us. We're happy to help.
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. As such, we are happy to cancel or adjust any order before it ships or enters production at no cost to you. Please read our policy for all cancellation and return scenarios.
If you have any questions about shipping, delivery, or anything related to your order, please don’t hesitate to contact us!