Refunds & Exchanges

We pride ourselves on having the best return policies in the industry. Cancel your order any time before it ships completely free of charge (exceptions apply, such as custom orders, see below).

If you have questions, please send an email to support@backyardescapism.com or call us at (970) 457-6888.

If you need to cancel an order, please contact us as soon as possible so we can refund you in full before your order leaves the warehouse. If you cancel a custom order within 10 days of placing it we will refund your order less the 3% transaction fee (if applicable).

Reach agents during business hours at (970) 457-6888, the chat in the bottom right, or email support@backyardescapism.com

Custom or made to order products cannot be canceled or refunded as these products are put into production specifically for your order.  

These units are custom made to your specification or created once you order. Once you place your order they start building your unit. Your warranty will guarantee you a fully functional and operational product. If it is not clear whether your order is custom or made to order, please message or call us.

Remember, all sales are final for Custom and Made-To-Order products. However, if the product has only begun production it may be repurposed to fit another order in its existing state of production. We offer no guarantees, only that we will inquire with the supplier if this is possible to accommodate. If this can be done, you will receive a refund less a 10% fee.

If you need to exchange your product, you may do so. You, as the customer, are responsible for any shipping costs throughout any returns and exchange processes.

Not all orders are available for return once they have shipped. Understand that we order our products directly from the manufacturer. Therefore, if the manufacturer will not permit us to return a product, we cannot offer you a return. This often varies on a case-by-case basis; please reach out to us if you would like specific information on your brand and/or product.

Due to drastically increasing LTL/freight shipping costs, any outright returns will incur 25% cancellation fee + return shipping costs. If you are replacing the product with something else, we may be able to help you cover some of the costs depending on the product

We promise to do our best to get your order to you as soon as possible. We provide estimated shipping times on the product pages based upon what our suppliers and freight companies tell us, and those estimated shipping times may change or vary without notice (Due to supply chain issues, the steel mills behind on making metal, the manufacturers delayed because of the mills, the overwhelmingly demand on shipping, factory/warehouse and dock workers and so on).

Order delays have proven to be unavoidable and outside of Backyard Escapism's control. While this might be frustrating, we ask you to please be patient and understanding with us as we promise to do everything we can to help. We thank you for your business and appreciate your patience.

When you are making a purchase from Backyard Escapism, you are acknowledging the following of the Exchange Agreement:

I understand I am to inspect the package upon delivery, and notate and take pictures if there is any damage and provide it to Backyard Escapism within 24 hours of the product being delivered. I understand that I am responsible for the cost of return shipping and the cost of a new product shipping in the case of a refund or exchange.

• I understand that products need to be returned unopened and unused. An additional restocking fee may occur. I understand that if my order has left the warehouse, that I am unable to receive a full refund.
• I understand that if I return my order once it has shipped, I will be responsible for paying any return shipping fees and restocking fees, which vary by product, but are usually around 20%.
• I understand that shipping date estimates outlined on product pages are estimates and may change due to factors completely outside the control of Backyard Escapism.
• I understand and agree that I will not cancel my order or file a chargeback for an order delay or because an estimate time provided to me turned out to be incorrect due to factors outside the control of Backyard Escapism (such as manufacturing and logistical constraints of our partner companies).

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged please send photos of damage, box and SKU, along with a brief description of the damage to support@backyardescapism.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.

Warranties vary depending upon the manufacturer - see individual product pages for details. Warranty damages occur over time and from use. If an item was damaged upon arrival, and not reported within 30 days, that is not a warranty claim.

Please inspect the packaging of your item(s) when they arrive, if you notice any damage, you should make note of it when signing for delivery. If your item(s) do arrive damaged please send photos of damage, box and SKU, along with a brief description of the damage to support@backyardescapism.com and we will process an insurance claim on your behalf. Photos and videos must be sent for freight damage within 24 hours of arrival or the freight damage claim will not be valid. Any punctures, or visible signs of exterior damage must be reported within 24 hours.

Our team of agents are here to assist you and resolve any issues. We have purposefully made our policies as fair as possible, and we believe you will find this to be the case. We are on your team. We are immediately responsive, and will do all that we can to help you out and provide the best resolution.

Given this, any customer that files a fraudulent chargeback will be held criminally liable for theft. If you have not received a product, or have an issue with a product that you did receive, please contact us, and we will help you resolve your issue. Please do not file chargebacks for issues that we can resolve together. Thank you for shopping with us!