FAQ's

Frequently Asked Questions

Last updated: April 8, 2026

Have a question? You are likely not alone. Browse our most common questions below. If you do not find your answer, contact our team at kevinraymond822@gmail.com or call +1 (626) 718-9073, Monday–Friday 9AM–5PM EST.

Shipping & Delivery

Where do you ship?
We ship to the contiguous 48 United States only (lower 48 states). We do not ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or international destinations at this time.

How much does shipping cost?
Shipping is completely free on all orders to the contiguous 48 United States. No minimum order, no promo code needed — free shipping is automatically applied at checkout.

How long does it take to process my order?
Orders are processed within 1–2 business days after payment is confirmed. Orders placed on weekends or federal holidays begin processing the next business day.

How long does delivery take?
Once your order ships, estimated delivery is 5–7 business days. Total time from order to delivery is typically 6–9 business days. Delivery timeframes are estimates and not guarantees — delays due to weather or carrier issues are outside our control.

How will I know when my order ships?
You will receive an email with your tracking number as soon as your order ships. Use the tracking number on the carrier's website to monitor your delivery.

I haven't received tracking info — what do I do?
If you have not received tracking information within 3 business days of placing your order, please contact us at kevinraymond822@gmail.com and we will look into it right away.

How are large items like gazebos and swing sets shipped?
Large outdoor structures are shipped via LTL (Less Than Truckload) freight. The freight carrier will contact you to schedule a delivery appointment. Freight deliveries are curbside — please have someone available to receive and inspect the shipment. Inspect all items before signing the delivery receipt, and note any visible damage on the receipt.

My tracking says delivered but I haven't received my package. What should I do?
First, check around your property and with neighbors. Then contact the carrier directly with your tracking number. If the issue is not resolved within 2 business days, contact us and we will assist you.

Returns & Refunds

What is your return policy?
We accept returns within 30 days of delivery for items that are unused, in original condition, and in original packaging with all accessories and documentation included. Items that have been assembled, installed, or used are not eligible for return.

Is there a restocking fee?
Yes. All approved returns are subject to a 20% restocking fee, which is deducted from your refund. This fee covers inspection, repackaging, and returning the item to sellable inventory. The restocking fee is waived if the return is due to our error — such as a wrong item shipped or a defective item.

Who pays for return shipping?
Return shipping costs are the customer's responsibility unless the return is due to our error (wrong item, defective, or damaged upon arrival). We recommend using a trackable shipping method, as we are not responsible for items lost in return transit.

How do I start a return?
Contact us first at kevinraymond822@gmail.com or +1 (626) 718-9073 with your order number and reason for return. We will issue a Return Merchandise Authorization (RMA) number and instructions. Do not ship anything back without an RMA — unauthorized returns will not be accepted.

When will I receive my refund?
Once we receive and inspect your returned item, we will notify you by email. If approved, your refund will be issued to your original payment method within 5 business days, minus the 20% restocking fee. Your bank or card issuer may take additional time to post the refund.

My item arrived damaged. What do I do?
Contact us within 48 hours of delivery with your order number and photos of the damage. We will arrange a replacement or full refund at no cost to you, including return shipping. Do not discard the packaging — it may be needed for a carrier claim.

Can I cancel my order?
Yes, orders can be cancelled free of charge if they have not yet been shipped. Once an order has shipped, it cannot be cancelled and must go through our standard return process. To request a cancellation, contact us immediately at kevinraymond822@gmail.com.

Orders & Payments

What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover) as well as other payment methods displayed at checkout. All transactions are processed securely.

Is it safe to enter my payment information on your site?
Yes. Our website uses industry-standard SSL (Secure Socket Layer) encryption to protect your personal and payment data. We do not store your full card number — payments are processed securely through our payment provider.

I placed an order but did not receive a confirmation email. What should I do?
Check your spam or junk folder first. If you still cannot find it, contact us at kevinraymond822@gmail.com with the name and email used to place the order and we will resend your confirmation.

Can I change my order after placing it?
We can make changes to an order (address, quantity, item) only if it has not yet been processed. Contact us immediately at kevinraymond822@gmail.com or +1 (626) 718-9073 and we will do our best to accommodate.

My order shows "processing" for more than 2 business days. Is something wrong?
If your order has been in processing status for more than 2 business days without a shipping confirmation, please contact us and we will investigate and provide an update.

Products & Warranty

Do your products require assembly?
Many of our products, especially larger structures like swing sets, gazebos, and pergolas, require assembly. Assembly instructions are included with each product. If you have questions about assembly, contact us and we will do our best to assist.

I am missing parts from my order. What do I do?
Contact us within 48 hours of delivery at kevinraymond822@gmail.com with your order number and a description of the missing parts. We will work with the manufacturer to get replacement parts sent to you as quickly as possible.

Can I find replacement parts for my product?
In most cases, yes. Contact us with your product name and model number and we will do our best to source the replacement parts you need from the manufacturer.

Still Have Questions?

Our team is happy to help with anything not covered above.

Email: kevinraymond822@gmail.com — we respond within 1–2 business days
Phone: +1 (626) 718-9073 — Monday–Friday, 9AM–5PM EST
Address: backyardDepot, 1013 S 14th St, Harrisburg Pennsylvania 17104