Shipping policy

Brand By Brand

 

The Outdoor Plus  Shipping Policy

 

Order Processing

 

 

  • All products are made-to-order and built to your specifications

  • Orders enter production shortly after purchase

  • Lead times may vary depending on the product and customization

 

 

 

 

Shipping & Delivery

 

 

  • Orders are shipped via freight carriers due to size and weight

  • Delivery is curbside only unless otherwise specified

  • Customers are responsible for arranging assistance for unloading and placement

  • Many items are large and may require 2+ people to safely handle delivery

 

 

 

 

Inspection Upon Delivery

 

 

  • Inspect your order immediately upon delivery

  • Check for:

     

    • Visible damage

    • Missing items

    • Incorrect products

     

  • If damage is present, refuse delivery and note it with the carrier

 

 

 

 

Reporting Issues (IMPORTANT)

 

 

  • All issues must be reported within 24–48 hours of delivery

  • Please provide:

     

    • Order number or invoice number

    • Description of the issue

    • Clear photos of damage or incorrect items

     

  • Failure to report within this timeframe may void eligibility for replacement or claims

 

 

 

 

Incorrect Items

 

 

  • If you receive the wrong product (size, color, model):

     

    • Notify us within 24–48 hours

    • Do not install or use the product

     

  • Our team will review and arrange a replacement if applicable

 

 

 

 

Freight Damage

 

 

  • If your item arrives damaged:

     

    • Refuse delivery whenever possible

    • Take photos immediately

    • Report the issue within 24–48 hours

     

  • We will work with you to resolve the issue and coordinate a replacement

 

 

 

 

White Glove Delivery

 

 

  • White Glove Delivery is not included

  • This means:

     

    • No in-home/backyard placement

    • No installation or setup

     

  • Customers may hire a third-party service if assistance is needed

 

 

 

 

Our Commitment

 

 

  • We are committed to ensuring your order arrives safely and correctly

  • Our team will work quickly to resolve any shipping issues

 

 

 

 

Pavilion Backyard 

 Shipping Policy

Effective Date: 7/9/2025

 

 

1. Introduction

At Pavilion Backyard("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, Pavilionbackyard.com.

 

 

2. Shipping Destinations

  • Countries We Ship To:

    • United States, Canada 

      • Example: United States, Canada, United Kingdom, European Union countries, etc.

  • Future Expansion:

    • We are continually working to expand our shipping destinations. Please check back regularly for updates.

 

 

3. Shipping Costs

  • Domestic Shipping  United States:

    • Standard Shipping: Free shipping on all orders over $50

    • Flat Rate Shipping:$5 flat rate for orders under $50.

  • International Shipping:

    • Standard International Shipping:, $15 flat rate

    • Customs and Duties:

      • International orders may be subject to customs fees, import duties, taxes, or other charges imposed by your local government. These charges are the customer's responsibility.

  • No Hidden Fees:

    • All shipping costs are calculated and displayed at checkout. There are no hidden fees.

 

 

4. Order Processing Time

  • Processing Time:

    • Orders are processed within 1-4(Monday to Friday, excluding holidays).

  • Order Cut-Off Time:

    • Orders placed before 5 PM P.S.T. will begin processing the same day.

  • Weekend and Holiday Orders:

    • Orders placed on weekends or public holidays will be processed on the next business day.

 

 

5. Estimated Delivery Time

  • Domestic Shipping:

    • Standard Shipping: 3-5 business days

    • Expedited Shipping: ,1-2 business days

  • International Shipping:

    • Standard International Shipping:  7-14 business days

    • Notes:

    • Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

 

 

6. Shipping Methods and Carriers

  • Reliable Carriers:

    • We partner with reputable carriers to ensure your package arrives safely.

      • Domestic Carriers: USPS, UPS, FedEx

      • International Carriers: DHL, FedEx International

  • Shipment Tracking:

    • All orders include tracking information, which will be provided via email once your order has shipped.

  • Insurance:

    • Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

 

 

7. Order Tracking

  • Tracking Information:

    • After your order has been shipped, you will receive an email containing:

      • Tracking Number

      • Carrier Name

      • Link to Track Your Package

  • How to Track Your Order:

    • Visit Pavilionbackyard.com track-order or the carrier's website.

    • Enter your tracking number to view the status and estimated delivery date.

  • Assistance:

    • If you have questions or need assistance with tracking, please contact our Customer Service.

 

 

8. Delivery Issues

8.1 Delayed or Lost Packages

  • Delayed Delivery:

    • If your package is delayed beyond the estimated delivery time, please contact us at Support@pavilionbackyard.com or (360)218-0728

  • Lost Packages:

    • If your tracking information indicates that your package was delivered but you have not received it:

      • Verify the shipping address provided.

      • Check with neighbors or building management.

      • Contact us for further assistance.

8.2 Damaged Packages

  • Reporting Damage:

    • If your package arrives damaged:

      • Take photos of the damaged packaging and items.

      • Contact us within 7 days at Support@pavilionbackyard.com

  • Resolution:

    • We will work with you to arrange a replacement or refund as appropriate.

 

 

9. Missing Items

  • Reporting Missing Items:

    • If any items are missing from your order:

      • Contact us within 7 days of receiving your package.

      • Provide your order number and details of the missing item(s).

  • Resolution:

    • We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

 

 

10. Return and Refund Policy

  • Returns:

    • Returns are accepted within 30 days of receiving your order.

  • Conditions for Returns:

    • Items must be unused, undamaged, and in their original packaging.

    • Certain items (e.g., personalized or perishable goods) may not be eligible for return.

  • Return Shipping Costs:

    • Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective or not as described.

    • Company Responsibility: If the return is due to our error, we will cover the return shipping costs.

  • Refunds:

    • Refunds are processed within 14 days after receiving the returned item.

    • Refunds will be issued to the original payment method.

  • For More Information:

    • Please refer to our Return and Refund Policy for detailed information.

 

 

11. Incorrect Address

  • Address Accuracy:

    • Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

  • Returned Packages:

    • If a package is returned to us due to an incorrect address:

      • We will contact you to arrange reshipment.

      • Additional shipping charges may apply.

 

 

12. International Customs and Duties

  • Customs Clearance:

    • International shipments may require customs clearance, which can cause delays beyond our original delivery estimates.

  • Taxes and Duties:

    • Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.

  • Customs Policies:

    • Customs policies vary widely by country. Please contact your local customs office for more information.

 

 

13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

  • Customer Service Email: Support@pavilionbackyard.com

  • Customer Service Phone: (360)217-0726

  • Company Address:

    • Pavilion Backyard

    • 332 Roake Ave NE Castlerock, WA, 98611

    • United States

Our customer service team is available Monday to Friday, 9 AM to 5 PM (P.S.T)

 

14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

 

 

Thank you for shopping with Pavilion Backyard!

We appreciate your business and are committed to providing you with exceptional service.