Backyard Builds and its manufacturers are committed to providing fast and efficient service. If you are not happy with your order and it is in good condition, we will refund you the total product costs that you were charged, minus the shipping costs. This policy applies as long as the item(s) are returned within 30 days from shipping date and are in the original packaging (please also include the original packing slip).
Orders returned do not receive shipping reimbursements and are charged the actual shipping costs, to and from our manufacturers. If a returned item was a "Free Shipping" item from us, then the refund for the product will be minus the actual shipping charges. *Please save a copy of all warranty, receipts, and delivery receipts for your records.
As an unavoidable part of the shipping industry, sometimes packages arrive damaged or defective, or with missing parts. At Backyard Builds, we guarantee you will receive all parts - correct and functioning properly. All replacement part orders are shipped standard ground delivery (regardless of the initial shipment type) unless the consignee chooses to pay for the difference in expedited shipping.
If your item was sent via freight truck and it was signed for and accepted, the order cannot be returned unless shipping is paid both ways by the customer and the item has not been opened or used/installed. If there is damage, part error, or loss in delivery, your replacement parts will be issued. *Please save a copy of all warranty, receipts, and delivery receipts for your records.
If an order is refused at time of delivery due to damage, some manufacturers (including Gorilla Playsets) will resend a new package out as soon as the damaged item is returned to their warehouse. The order must be canceled with a Backyard Builds customer service representative over the phone to avoid having a re-shipment. Please call our offices immediately if this situation occurs. *Please have a copy of all warranty, receipts, or delivery receipts when you call.
As long as an order has not been processed, your order can be canceled. Orders cannot be canceled after shipment has already occured, or if the item is in mid-route.
In order to cancel your order, you must speak to a customer service representative at 1-215-584-8956. Our offices are open M-F, 9am-5pm EST.
Please be certain about the status of your order, as it is often impossible to stop a shipment that already has a tracking number placed on it. Please have a copy available of all receipts from your order, when you call so that we can locate it right away.