Shipping & Returns Policy

Shipping Destinations

We currently ship to the United States only, including all 50 states.

Shipping Rates

Processing Time

Orders are processed within 3–7 business days after payment confirmation.

• Business days are Monday through Friday, excluding federal holidays
• Orders placed on weekends or holidays will be processed the next business day
• You will receive an email confirmation when your order ships

Delivery Time

Once shipped, delivery typically takes 7–14 business days depending on your location.

Delivery times are estimates and not guaranteed. Delays may occur due to carrier issues, weather, or high-volume periods.

Shipping Carriers

We ship via trusted carriers including:

• USPS
• UPS
• FedEx

The carrier is selected based on package size, weight, and destination to ensure the best delivery experience.

Order Tracking

Once your order ships, you will receive a shipping confirmation email containing:

• Tracking number
• Link to track your package
• Estimated delivery date

You can also check your order status by logging into your account or contacting us at support@primebackyardsupplies.com.

Shipping Delays

While we strive to meet estimated delivery times, delays may occur due to:

• High-volume periods (holidays, sales events)
• Weather conditions
• Carrier delays
• Incorrect shipping addresses

If your order is significantly delayed, please contact us and we will investigate with the carrier.

Address Accuracy

Please ensure your shipping address is correct before placing your order. We are not responsible for:

• Packages delivered to incorrect addresses provided by the customer
• Packages returned to sender due to address errors

Address corrections after an order ships may incur additional fees.

Return Eligibility

15-Day Return Window

You have 15 days from the date of delivery to initiate a return.

Conditions for Return

To be eligible for a return, your item must be:

• Unused and in the same condition you received it
• In original packaging with all tags, accessories, and documentation
• Not damaged through normal wear and tear or misuse

Non-Returnable Items

The following items are not eligible for return:

• Items returned after 15 days from delivery
• Items that have been assembled, used, or installed
• Items without original packaging
• Items damaged due to customer misuse or negligence
• Clearance or final sale items (if applicable)

How to Initiate a Return

• Contact Us
  Email us at support@primebackyardsupplies.com with your order number, the item(s) you wish to return, reason for the return, and photos of the item (if applicable).
• Receive RMA Authorization
  We will review your request and issue a Return Merchandise Authorization (RMA) number within 2 business days.
• Ship Your Return
  Pack the item securely in its original packaging, include your RMA number inside the package, and ship to the address provided. You must ship within 7 business days of receiving your RMA approval.

Return Shipping Costs

We recommend using a trackable shipping service (USPS Priority, FedEx, or UPS). Keep your tracking number — we are not responsible for returns lost in transit.

Refunds

Processing Time

Once your return is received at our warehouse:

1. Inspection within 3–5 business days
2. Email notification of refund status
3. Refund processed to original payment method

Refund Timeline

Expect your refund within 4 weeks of handing your return to the shipping carrier:

Many refunds are completed faster than this estimate.

Refund Amount

Damaged or Defective Items

Report Within 48 Hours

Contact us at support@primebackyardsupplies.com within 48 hours of delivery with:

• Your order number
• Clear photos showing the damage
• Description of the issue

Resolution

We offer your choice of:

• Full replacement shipped at no cost, OR
• Full refund to your original payment method

We will provide a prepaid return label if we need the damaged item returned.

Wrong Item Received

If you received the wrong item:

1. Contact us within 48 hours of delivery
2. Do not open or use the incorrect item
3. We will send the correct item and provide a prepaid return label

Lost Packages

Package Lost in Transit

If tracking shows your package is lost (no movement or delivery):

• Contact us and we will investigate with the carrier
• If confirmed lost, we will reship your order at no cost

Package Shows Delivered but Not Received

If tracking shows “delivered” but you didn’t receive it:

1. Check with neighbors and household members
2. Look for a delivery notice (package may be at post office)
3. Contact your local post office or carrier
4. Wait 24–48 hours (packages sometimes show delivered early)

We cannot provide refunds for packages marked as delivered by the carrier. You may file a claim with your local authorities or home insurance.

Order Cancellations

Exchanges

We do not offer direct exchanges. To exchange an item:

1. Return the original item following the process above
2. Place a new order for the desired item

This ensures fastest service and product availability.

Contact Us

Questions about shipping or returns? We’re here to help!