Returns
While we fully stand by every product that we sell, we understand that sometimes the product you ordered wasn’t exactly what you were hoping for.
Please email us within 14 days of your purchase at contact@familybackyardstore.com with your order number and we will provide detailed instructions on how to process the return.
Please note, you as the customer will be responsible for paying the return shipping costs of the item(s) in your order.
Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification that we have processed your return payment.
Additionally, some products may incur a restocking fee. See the specific product details on the product page for return shipping and restocking fees as they vary by supplier up to 25% of your purchase.
*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution center in “Like New” condition and must contain all original packaging and accessories. “Like New” means that the items you ordered must not show any visual signs of wear.
If items are returned with visual signs of wear, or have any issues due to use, the items will not be accepted and no refund will be given. If you decide you want to return your order, please email us at contact@familybackyardstore.com with your order number and we will assist you. We want to make this as simple of a process as possible for you.
Damages
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to contact@familybackyardstore.com the day of delivery.
Family Backyard Store will pay for shipping defective, damaged, or incorrect merchandise at our cost.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorized by our customer service department prior to being processed.
We will ensure you get the product you ordered, undamaged, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees and restocking fees.
Cancellations received before shipment for non-customized products will receive a full refund unless noted by the manufacturer on the product page. If your order contains a customized product (colors or features) and the product has been completely built but not yet shipped it is deemed as a final sale and not eligible for return. Orders canceled after items have shipped will be subject to return shipping costs and restocking fees up to 25% of the purchase amount.
Other Return Policy Notes:
If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions or in the product-specific return information. Products ordered with custom colors or features are not eligible for a return and are deemed a final sale.
Refund payments to be issued within 45 days from the date the product is received and approved by the manufacturer.
Products that are specified as certified pre-owned or used are ineligible for a return.
Family Backyard Store only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a “one time use or temporary use” are not eligible for return under any circumstances. This includes but is not limited to; orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
For more information on Shipping click here.