Shipping and Returns Policy
Shipping
Backyard Oasis offers free shipping on all orders within the contiguous United States. We do not currently ship to Alaska, Hawaii, US territories, or internationally.
Most orders are processed and submitted to our fulfillment partners within 1-2 business days of payment confirmation. Because many of our products are large outdoor items shipped via freight carrier, estimated delivery times are as follows:
- Standard parcel items: 5-10 business days
- Freight/oversized items (fire tables, large furniture sets): 7-21 business days
Delivery times are estimates and may vary based on your location, carrier schedules, and product availability. You will receive a tracking number by email once your order has shipped. For freight deliveries, the carrier will contact you directly to schedule a delivery appointment.
Please note that freight deliveries are curbside only unless white-glove delivery is specifically noted on the product page. We recommend inspecting all items carefully upon delivery before signing the carrier's delivery receipt.
Order Cancellations
Orders may be cancelled within 24 hours of placement at no charge. After 24 hours, orders that have already been submitted to our fulfillment partner may not be cancellable or may be subject to a restocking fee.
Returns
We want you to love your purchase. If you are not completely satisfied, you may initiate a return within 30 days of delivery subject to the following conditions:
- Items must be in their original, unused condition and in original packaging
- Customer is responsible for return shipping costs including freight charges for large items
- A restocking fee of up to 20% may apply depending on the supplier's policy for that item
- Custom or made-to-order items are not eligible for return
- Items showing signs of assembly, use, or damage are not eligible for return
To initiate a return, please contact us at info@backyardoasis.us within 30 days of delivery with your order number and reason for return. We will provide return instructions and a return authorization number. Returns received without a return authorization number will not be accepted.
Refunds are processed within 5-7 business days of receiving and inspecting the returned item.
Freight Damage
Please inspect all freight deliveries carefully before signing the delivery receipt. If you notice visible damage to the packaging or product, note it on the delivery receipt before signing and take photos immediately. Contact us within 48 hours of delivery at info@backyardoasis.us with photos of the damage. Claims submitted after 48 hours may not be eligible for replacement or refund.
If damage is discovered after the carrier has left, do not discard the packaging — it will be needed to process a damage claim.
Questions
For any shipping or returns questions please contact us at info@backyardoasis.us or call us at 213-928-5740. Our customer service team is available Monday through Friday 9AM to 5PM.