Shipping & Delivery Terms
We offer complimentary shipping on select products across our catalog. For other items, shipping costs are calculated based on the delivery distance from our warehouse, package dimensions, and weight. These calculated rates will be displayed during checkout after you enter your delivery address.
Certain oversized items require specialized flatbed truck delivery and must be quoted separately.
Please refer to individual product pages for specific shipping terms and requirements.
Residential delivery is included in your shipping quote. Use of liftgate is optional and must be requested at checkout.
Not sure if you need a liftgate? See the Residential Delivery and Liftgate section below.
We currently ship to all customers within the contiguous United States. If you wish to ship to Alaska or Hawaii we can assist with a shipping quote. Please call us at (800) 407-2478 for shipping questions and arrangements.
Want to know about our Refund and Returns Policy? Read more here.
Order Confirmation:
As soon as you place your order you will receive an order confirmation
e-mail. This means that we have received your order in our system and
pre-authorized your credit card for the purchase.
As soon as we receive your order we automatically check to confirm that
your order is in stock and available for immediate shipment. If your item
is on back-order or unavailable we will void the pre-authorization and
reach out to you via e-mail to see if alternate arrangements can be
made.
If your item(s) are available for immediate shipment (within 5 business
days) we will process the charges and get to work preparing your
order for shipment.
Order Shipment:
Once your order is confirmed and payment is processed, we will ship your items according to the timeframe specified on each product page. Please note that custom orders typically require 4-6 weeks of lead time for production. You can find specific lead time information on individual product pages.
You will receive a shipping confirmation email within 24 hours after your order leaves the warehouse. If you haven't received a shipping confirmation within six business days of placing your order, please contact us at contact@familybackyardstore.com.
International Orders:
Please be aware that our products are made specifically for the United
States of America market. This means that they require a 120V/240V
electrical system to function correctly.
Our products have generally not been certified for use with other
countries electrical safety standards but all of our products are certified
to USA standards.
We will happily ship our fantastic products to international customers.
Due to the extremely wide variety of product dimensions we will provide
an up-to-date shipping price quote for you on request.
If you are happy with our shipping quote we will prepare an order and
payment though our ultra secure online payment gateway.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you
notice any damage you should make note of it when signing for delivery
or do not agree to accept the delivery.
If you do accept delivery you are required to immediately take photos
using your smart phone or camera of the damaged packaging or
products inside the packaging.
If your item(s) do arrive damaged please send photos to
contact@familybackyardstore.com then visit our Returns page and lodge your
return claim online.
Residential Delivery and Liftgate
Purpose This policy outlines the terms and conditions for residential delivery services and the use of liftgate equipment to ensure clarity and consistency in our operations and customer interactions.
- Residential Delivery
Residential delivery refers to the shipment of goods directly to a residential address. This service is distinct from commercial deliveries and has unique requirements.
1.1 Definition A residential address is defined as a location used primarily as a dwelling. This includes houses, apartment complexes, condos, or other similar living spaces. Locations such as farms, estates, and home businesses also qualify as residential for delivery purposes.
1.2 Service Availability Residential delivery is available for most products unless otherwise specified due to size, weight, or local restrictions. Certain oversized or heavy items may require special arrangements.
1.3 Residential Fees Included Residential fees are built in to your shipping quote and will not be displayed as an additional fee.
1.4 Delivery Timeframes Deliveries are typically made during standard business hours (Monday through Friday, 8:00 AM to 6:00 PM). Weekend delivery options may be available in some areas for an additional fee.
- Liftgate Service
Liftgate service involves the use of hydraulic lift equipment to safely lower heavy or oversized items from the delivery vehicle to ground level.
2.1 Applicability Liftgate service is required for shipments exceeding 150 lbs or when the recipient does not have the equipment or personnel to unload items safely.
2.2 Requesting Liftgate Service Customers must request liftgate service at the time of order placement. If not prearranged, the delivery may be rescheduled, and additional fees may apply.
2.3 Additional Charges A fee will be applied for liftgate service. This fee will be disclosed at the time of purchase.
2.4 Safety Guidelines Drivers are trained to operate liftgate equipment safely. Recipients must ensure a clear and accessible delivery area to facilitate unloading.
- General Conditions
3.1 Access Requirements Customers must ensure that the delivery address is accessible for large freight vehicles. Narrow driveways, steep inclines, or other impediments may require alternative arrangements.
3.2 Recipient Responsibilities
- Be available to receive and inspect the shipment at the time of delivery.
- Report any damages or discrepancies to the driver immediately and note them on the delivery receipt.
- Ensure pets, children, and obstructions are kept away from the delivery area.
3.3 Failed Deliveries If a delivery attempt is unsuccessful due to inaccessibility, absence of the recipient, or other reasons beyond the carrier’s control, a re-delivery fee may apply.
3.4 Exclusions This policy does not cover deliveries to P.O. boxes or locations where liftgate services cannot be safely performed.
- Contact Information For questions or to request special accommodations for residential delivery or liftgate service, please contact our customer support team at:
- Phone: 800.407.2478
- Email: contact@familybackyardstore.com
By using the residential delivery and liftgate services, you agree to the terms outlined in this policy. We reserve the right to update this policy at any time to reflect changes in operations or regulations.
Special Shipping/Flatbed Shipping Policy
1. Introduction
This Flatbed Shipping Policy outlines the terms and conditions for the transportation of goods via flatbed trucks. By scheduling or utilizing flatbed shipping services, you agree to the terms outlined in this policy.
2. Shipping Rates and Fees
Shipping rates are determined by the following factors:
- Distance of transport
- Weight and dimensions of the load
- Special requirements (e.g., tarping, oversized load permits)
- A detailed quote will be provided prior to shipment by contacting Family Backyard Store. Additional fees may apply for services such as:
- Expedited delivery
- Overweight or oversized permits
- Waiting time at the pickup or delivery location
3. Insurance and Liability
- Insurance Coverage: Customers are encouraged to secure additional cargo insurance for high-value items.
4. Cancellations and Rescheduling
- Cancellations or rescheduling requests must be submitted at least 72 hours before the scheduled pickup time.
- Late cancellations may incur a cancellation fee of $1,000.
5. Unloading the Product
- Most products delivered on flat bed trucks will need to be unloaded with a forklift or skid steer. You or a representative must be available to unload the product with the necessary equipment. Products delivered on flat bed trucks are well over 150 pounds up to thousands of pounds.
6. Additional Terms
- The carrier reserves the right to refuse service if the shipment does not meet safety standards or violates legal regulations.
- All shipments are subject to applicable federal, state, and local laws.
By utilizing flatbed shipping services, you acknowledge and agree to this policy.
Customer Support
For assistance with flatbed shipping, please contact us at:
- Phone: (800) 407-2478
- Email: contact@familybackyardstore.com