Shipping policy

 

Effective Date: 2026-01-28

Shipping Policy

1. Introduction

At Trailmark Group LLC, we aim to provide a clear and reliable shipping experience. We offer two types of shipping depending on the product's size and weight. This policy explains how orders placed on backyardhorizon.com are processed and delivered.

“Certain freight and made-to-order items may be subject to manufacturer-specific policies.” List on product pages

2. Shipping Destinations

United States

  •  We currently ship to addresses within the lower 48 states of the United States.
  • Orders cannot be shipped to P.O. boxes that cannot accept standard carrier deliveries.
  • Freight shipments require a physical street address for delivery.
  • Future Expansion
  • We plan to expand shipping to additional regions in the future. When new destinations become available, this page will be updated accordingly.

3. Shipping Costs

  • Standard Shipping: Free on all eligible orders shipped within the United States.
  • All shipping costs are clearly displayed at checkout. There are no hidden fees from us.
  • Applicable sales taxes may still apply at checkout as required by law. 

4. Standard Parcel Shipping (Small & Medium Items)

This shipping method applies to accessories, grill covers, and smaller components that can be shipped using standard parcel carriers.

Parcel Shipping Details

  • Carriers: UPS, FedEx, or USPS
  • Shipping Cost: Free
  • Tracking: Tracking information is provided for all shipments
  • Estimated Delivery Time: 3–9 business days total (including processing and transit time)
  • Shipping Insurance: All parcel shipments are fully insured against loss or damage during transit

Delivery times are estimates and may vary due to carrier delays, weather conditions, or peak shipping periods.

Once your order ships, you will receive an email with your tracking number so you can monitor the delivery progress. 

5. Freight Shipping (Outdoor Kitchens & Large Appliances)

This section applies to grills, outdoor fire pits, outdoor kitchen islands, and large built-in components.

Large items are shipped using insured LTL freight carriers to ensure safe transportation of oversized products.

Freight Shipping Details

  • Estimated Delivery Time: 5–15 business days
  • Shipping Cost: Free
  • Destination: United States
  • Coverage: Applies to applicable products unless otherwise stated on the product page
  • Delivery Type: Curbside delivery included
  • Liftgate Service: Provided when required for safe unloading
  • Delivery Appointment: Freight carriers will schedule a delivery appointment in advance
  • Signature Requirement: A signature is required upon delivery

Freight deliveries are made to the nearest accessible curbside location. Customers are responsible for moving items inside their property.

Customers must ensure the delivery location is accessible for large freight trucks. If delivery cannot be completed due to accessibility limitations, additional redelivery fees may apply.

6. Order Handling and Delivery Time

After your order is placed, it will be reviewed and processed by our team.

  • Orders are typically processed within 1–2 business days.
  • Once shipped, you will receive tracking information by email.

Freight carriers will usually contact you to schedule a delivery appointment once the shipment arrives at the local terminal.

Estimated Delivery Times

  • Parcel Shipments: 3–9 business days from the order date
  • Freight Shipments: 5–15 business days from the order date

These estimates include handling time and carrier transit time. Business days are Monday through Friday, excluding holidays.

If a product requires additional processing time, this will be noted on the product page, which will override the general timelines above.

7. Shipping Methods and Carriers

Orders are shipped using trusted national carriers.

Depending on the product size, weight, and destination, we may ship orders using:

    • USPS
    • UPS
    • FedEx
    • LTL Freight Carriers

Carrier selection is based on the most efficient and reliable option available.

8. Order Tracking

  • All orders include shipment tracking.
  • Once your order has shipped, you will receive an email containing your tracking number and tracking link.
  • Please allow 24–48 hours for tracking information to update after receiving the shipping confirmation email.

Shipping Insurance

  • All shipments are insured against loss or damage during transit.
  • If your shipment arrives damaged or appears to be lost, please contact us immediately so we can assist with the claim process.

9. Delivery Issues

Delayed or Lost Packages

If your delivery exceeds the expected timeframe, please contact us at:

    • Email: support@backyardhorizon.com
    • Phone: 1-913-704-4365

Marked Delivered but Not Received

If your tracking shows delivered but you cannot locate your package:

    • Confirm your shipping address
    • Check with neighbors or building management
    • Contact us so we can assist with a carrier investigation

Damaged Packages (Parcel Shipments)

If a parcel shipment arrives damaged:

  • Take clear photographs of the packaging and product
  • Contact us within 1 business day at support@backyardhorizon.com

 10. Freight Delivery (Important Information)

Freight shipments require special handling and delivery coordination.

Curbside Delivery

All freight shipments are delivered curbside or to a loading dock. Customers are responsible for bringing items inside the property.

Delivery Appointments

Freight carriers will typically schedule a delivery appointment in advance. A valid phone number must be provided at checkout.

Missed Delivery Appointments

If a scheduled freight delivery is missed, the carrier may charge redelivery or storage fees, which may be the responsibility of the customer.

Inspecting Your Delivery

Please inspect freight shipments before signing the delivery receipt.

If damage is visible:

    • Note the damage on the delivery receipt
    • Take photos of the packaging and product
    • Contact us immediately

Signing for delivery without noting damage may limit our ability to file a claim with the freight carrier.

11. Missing Items

  • If an item is missing from your order, please contact us within 1 business day of delivery.
  • Include your order number and details of the missing item so we can investigate.
  • Once confirmed, we will ship the missing item or provide an appropriate resolution.

 12. Returns and Refunds

We accept returns on most items within 30 days of delivery.

Returned items must be:

    • Unused
    • Undamaged
    • In their original packaging

Certain items may not be eligible for return due to product type or manufacturer restrictions. Please refer to our full Return Policy for details.

Return Shipping

  • Customers are responsible for return shipping costs unless the item arrives defective, damaged, or not as described.

Refund Timing

  • Refunds are issued to the original payment method after the returned item is received and inspected.
  • Please allow up to 14 business days for the refund to be processed.

13. Address Accuracy

Customers are responsible for providing accurate shipping information at checkout.

If a package is returned due to an incorrect or incomplete address:

    • We will contact you to arrange reshipment
    • Additional reshipping fees may apply

14. Changes to This Policy

We may update this policy from time to time. Changes take effect upon posting.

By purchasing from Trailmark Group LLC, you agree to this Return and Refund Policy.

Trailmark Group LLC
support@backyardhorizon.com
1-913-704-4365
11016 Quivira Rd. #1040 Overland Park, KS 66210, United States