Question 1

How do I place an order?

Accepted Answer

Online: select Add to Cart on the product page, review your cart and proceed to checkout, enter your shipping and payment details, then review and securely place your order. By phone: you may place an order by calling +1 (270) 770 3553 during business hours, Monday to Friday, 9:00 AM to 5:00 PM EST.

Question 2

What payment methods do you accept?

Accepted Answer

Visa, MasterCard, American Express, Discover, debit cards, Apple Pay, Google Pay, Shop Pay and PayPal. Payments are securely processed at checkout.

Question 3

Will I receive order confirmation?

Accepted Answer

Yes. You will receive an order confirmation email, and a shipping confirmation email with a tracking number.

Question 4

Can I modify my order?

Accepted Answer

Before shipment, modifications may be possible. After shipment, changes may require return procedures or additional carrier fees. Contact us as soon as possible at support@backyardatease.com or +1 (270) 770 3553.

Question 5

How long does processing take?

Accepted Answer

In-stock items are processed within 1–3 business days. Our same-day processing cut-off is 3:00 PM EST, Monday to Friday, excluding public holidays. Made-to-order items are produced after your order is placed, and the production time shown on the product page is additional to transit.

Question 6

How long does shipping take?

Accepted Answer

Transit time depends on how the item ships. Parcel items typically take 5–10 business days after shipment. Freight (LTL) items typically take 7–21 business days after shipment, delivered curbside, and the carrier will contact you to arrange a delivery appointment. The window that applies to your item is shown on its product page. Delivery estimates are not guaranteed. If we miss a stated shipping date we will contact you with a new date, and you may accept it or cancel for a full refund.

Question 7

Where do you ship?

Accepted Answer

We ship to the 48 contiguous United States and the District of Columbia. We are not able to ship to Alaska, Hawaii, Puerto Rico or other United States territories at this time.

Question 8

How much does shipping cost?

Accepted Answer

Shipping is free on all orders delivered to the areas we serve. No shipping charge is added at checkout.

Question 9

How can I track my order?

Accepted Answer

Tracking information is provided via email once your order ships.

Question 10

What should I do when a freight delivery arrives?

Accepted Answer

On freight deliveries, please inspect all cartons before signing and have the driver record any damage on the delivery receipt. An adult aged 18 or over must be present to receive the shipment. Freight delivery is curbside unless otherwise specified, and moving items indoors is the customer's responsibility.

Question 11

What is your return policy?

Accepted Answer

We offer a 30-day return window from delivery. Items must be unused, unassembled and in resalable condition with original packaging, all accessories and documentation included, and proof of purchase is required. To start a return, email support@backyardatease.com within 30 days of delivery with your order number and reason, and wait for Return Authorization instructions before shipping the item. Items must be shipped within 7 days after receiving return instructions.

Question 12

Who pays for return shipping?

Accepted Answer

For defective, damaged or incorrect items, return shipping is covered by us. For change-of-mind returns, the customer is responsible for return shipping costs.

Question 13

Are there restocking fees?

Accepted Answer

Restocking fees are fixed by brand and stated on the product page before you order. Anderson Teak is 15% of the item price on change-of-mind returns. The Bio Flame has no restocking fee. Panama Jack, Pelican Reef and Rainbow Outdoor have no restocking fee, except a 25% cancellation fee on orders with a custom Sunbrella fabric selection. For other brands, the applicable fee, if any, is stated on the product page before you order. No restocking fee applies to items that are defective, damaged or incorrect, or to orders cancelled before shipment.

Question 14

Which items cannot be returned?

Accepted Answer

Anderson Teak cushion orders, except a variant ordered with no cushion, are final sale except for defective or non-conforming goods. Cushions are cut and sewn to order and cannot be returned, exchanged or refunded once production has begun. Also non-returnable: custom or made-to-order products where stated on the product page before purchase, assembled or previously installed merchandise, used or previously displayed merchandise, gift cards, downloadable software, perishable goods and personal care items. Cancellation rights vary by item - see 'Can I cancel my order?' below for the specific windows that apply, including the shorter cushion-order window.

Question 15

How long do refunds take?

Accepted Answer

Refunds are issued to the original payment method. For an order cancelled before shipment, the refund is processed within 3–5 business days. For a returned item, the refund is processed within 14 business days after inspection and approval. Bank processing time may vary.

Question 16

Can I cancel my order?

Accepted Answer

Orders may be cancelled at any time before the item ships. Our same-day processing cut-off is 3:00 PM EST, Monday to Friday. Large freight items may be cancelled only before dispatch from the warehouse, typically within 3–7 business days. Custom or made-to-order items cannot be cancelled once production has started. Orders that include a custom-cut Sunbrella or Anderson Teak cushion may be cancelled at no charge within 2 business days of the order date, or before the order is confirmed with our cushion supplier, whichever comes first. A cancellation request is not valid until it has been confirmed in writing by our team. If we miss a stated shipping date you may cancel for a full refund at any time before the item ships.

Question 17

What if my product arrives damaged?

Accepted Answer

Report damage, defects or incorrect items with photographs so we can open the carrier or supplier claim on your behalf. The reporting window is fixed by brand: 7 days from delivery for Anderson Teak, 20 days for The Bio Flame, and 3 days for Panama Jack, Pelican Reef and Rainbow Outdoor. Any other brand follows the 7-day window unless a different window is stated on the product page. Reporting later may limit what we can recover, but does not by itself end your right to a remedy - contact us and we will review every claim. Email support@backyardatease.com.

Question 18

Do products include warranty?

Accepted Answer

Products are covered by the manufacturer's warranty, and the manufacturer is the warrantor. Anderson Teak provides a 2-year limited warranty for residential use (1 year commercial) on frames, and 1 year on cushions, umbrellas and fabrics. The Bio Flame provides a 3-year limited warranty covering operation-related functions, and registration within 1 year of purchase is required for the warranty to remain valid. Panama Jack, Pelican Reef and Rainbow Outdoor products carry a 1-year guarantee covering structural or material damage under normal care and conditions. For other brands, check the product page for any warranty information provided by the manufacturer. Full warranty terms, where available, are linked on each product page.

Question 19

How can I contact customer service?

Accepted Answer

Email support@backyardatease.com or call +1 (270) 770 3553. Hours are Monday to Friday, 9:00 AM to 5:00 PM EST.

1-270-770-3553

Frequently Asked Questions

Ordering & Purchasing