Frequently Asked Questions
Have a question about ordering, shipping, products, or support? Here are answers to some of the questions we hear most often.
Shipping & Delivery
1. Where do you ship?
Backyard Horizon currently ships to the 48 contiguous United States.
2. Is shipping free?
We offer free shipping on all products within the 48 contiguous United States, including freight items. Please see our Shipping Policy for delivery details and any additional service charges that may apply.
3. How long does shipping take?
Processing and delivery times vary by product, manufacturer, availability, and shipping method. Most orders are processed within 1–2 business days, while made-to-order, custom, and oversized products may require additional time. Please review the applicable product page and our Shipping Policy for estimated delivery times.
4. How are large products shipped?
Larger products may ship by freight and may arrive on a pallet or through another specialized delivery method. See the freight delivery information in our Shipping Policy for what to expect.
5. Will my order arrive in one shipment?
Not necessarily. Products may ship separately depending on the manufacturer, fulfillment location, and shipping method.
6. What should I do if my order arrives damaged?
Inspect your shipment when it arrives and photograph any visible damage to the packaging or product. For freight deliveries, note visible damage on the delivery receipt before signing. Contact Backyard Horizon immediately if there is an issue, and review the reporting requirements in our Shipping Policy and Return & Refund Policy.
Please do not install or use a product that appears damaged until the issue has been addressed.
Ordering & Products
7. How do I place an order?
Orders can be placed directly through the Backyard Horizon website. After your order is submitted, you will receive an order confirmation.
8. Can you help me choose a product?
Yes. We're happy to help you compare products, features, sizes, and specifications so you can make an informed decision.
9. Do you provide installation?
Backyard Horizon is an online retailer and does not provide installation services. Customers should work with a qualified local professional when installation is required.
10. Where can I find product specifications?
Product dimensions, features, specifications, and installation information are provided on the applicable product page whenever available. Manufacturer documentation may also provide additional requirements.
Returns & Cancellations
11. Can I cancel my order?
Cancellation requests should be submitted as soon as possible. Whether an order can be cancelled depends on the product, order status, and applicable return or cancellation terms.
Please review the cancellation and brand-specific sections of our Return & Refund Policy for complete details.
12. Can I return my order?
Return eligibility varies by product. Certain products, including some made-to-order, custom, or specially configured products, may have return restrictions.
Please review our Return & Refund Policy, including applicable brand-specific terms, before placing your order.
13. What if I receive the wrong or damaged product?
Contact Backyard Horizon immediately and provide your order information and photographs when applicable. Review the reporting requirements in our Return & Refund Policy and Shipping Policy. Please do not install or modify the product until the issue has been reviewed.
Warranty & Support
14. Do your products come with a warranty?
Many products sold through Backyard Horizon are covered by a manufacturer's warranty. Warranty coverage varies by brand, product, and component.
Please review the Warranty section for product warranty details, exclusions, and registration information.
15. Does the warranty cover installation or labor?
Warranty coverage varies by manufacturer. Please review the applicable manufacturer's warranty for coverage, exclusions, and limitations.
16. How can I contact Backyard Horizon?
You can contact us through our Contact Us page. For questions about an existing order, please include your order number so we can assist you more efficiently.
Important Information
This FAQ is provided for general informational purposes and is not intended to replace or modify Backyard Horizon's Shipping Policy, Return & Cancellation Policy, Warranty information, Terms & Conditions, or applicable manufacturer policies.
In the event of a conflict, the applicable policy or manufacturer's terms will control.
Product availability, processing times, shipping methods, return eligibility, and warranty coverage may vary by product and manufacturer.