We appreciate the chance to have your business and want you to be completely satisfied. To that end, many of your questions can be answered or resolved very quickly by checking out the installation manual, looking on the website, or talking with our Customer Service folks. It is rarely necessary to return a product since we can resolve nearly anything and will work to do so promptly and to your satisfaction.
However, in the unlikely event you need to return a product and so you won't be disappointed or surprised by our policies, please read the policies below BEFORE you buy from us. Because most of our products are very heavy and large, it costs quite a bit of money to ship and handle them so returns can be very costly.
If you are buying a playset, large accessory, or other large/heavy product, it will ship via common carrier freight because of the weight and size of the boxes. The freight delivery service we use is "Curb Side" only which means the driver is NOT responsible for moving the boxes anywhere other than off the truck onto the curb or tree lawn. In all cases we order residential delivery service. In most cases we order lift gate truck delivery service to make it easier for the driver to unload. The driver will not require assistance unloading your product. Any assistance you give the driver, whether the driver requests it or you offer, is solely at your own risk. We are not responsible for ANY injury you or anyone else receives from any part of the delivery process.
If you are buying an accessory and it can ship via package express (i.e. FedEx), then it will be calculated that way. Of course, package shipping charges are based on the weight, size, and how fast you want your item.
You are responsible for checking the shipment and if necessary, either refusing it or noting damage upon receipt. If you do not do this, neither the carrier nor Backyard Discovery will be responsible for any damages or charges associated with replacement of parts damaged in shipping that you accepted.
DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED. ANY RETURNS MUST BE IN THE ORIGINAL PACKAGING.
If you cancel your order prior to it shipping, we will cancel the transaction and no fees or charges will apply.
If you wish to cancel after your order ships but before you receive it, you must refuse the shipment upon delivery. Your refund will be based upon our policies stated here.
Once you receive your order, returns are processed under our policies stated here.
Sometimes parts are damaged during shipping or missing from a kit box. Don’t worry! We'll get you the right part quickly so your playset assembly won’t be held up any longer than necessary. Please click here to send us information about you and the parts you need. To speed our response, please tell us which playset you have, when you bought it, and the part numbers of the parts you need. Don’t forget your shipping address.
We ship replacement parts via UPS Ground or UPS Freight, depending on size and weight. If you want your parts faster, you can select faster shipping though we charge for the difference between ground and your shipment method of choice.
Each product’s instruction manual contains the specific warranty as it applies to that product.
Your refund will be based upon our policies stated here.