At Oasis Backyard Co, we want you to love your backyard. If something isn’t right with your order, we’re here to help. Please review our shipping and returns policy below.

1. Shipping

Processing Time

Orders are typically processed and shipped within the estimated processing time shown on your order confirmation. Processing times vary by product.

Shipping Methods & Delivery

We currently ship within the United States. Estimated delivery times are displayed at checkout and may vary based on your location and the shipping method selected.

Tracking Your Order

You’ll receive a tracking number via email once your order ships. If your tracking information hasn’t been updated within 7 business days after your shipping confirmation, please contact us and we’ll look into it right away.

Shipping Delays

Occasionally, shipments may be delayed due to weather, carrier issues, or other circumstances beyond our control. If your order hasn’t arrived within 10 days past the estimated delivery window and tracking shows no progress, you’re entitled to a full refund or replacement — your choice.

2. Heavy Freight / LTL Shipments

Some of our larger products — such as outdoor furniture sets, pergolas, gazebos, and other oversized items — ship via LTL (Less-Than-Truckload) freight rather than standard parcel carriers. Freight shipments have different delivery procedures than regular packages.

Delivery Method

Freight orders are delivered curbside, meaning the carrier will bring the item to the curb or driveway of your delivery address. The carrier is not responsible for moving the item inside your home, garage, or backyard.

Delivery Appointments

The freight carrier will contact you by phone to schedule a delivery appointment. Please make sure the phone number on your order is accurate and that you answer calls from unknown numbers during the delivery window.

• If the carrier cannot reach you after multiple attempts, the shipment may be returned to the warehouse — and you may be responsible for return freight charges.
• Someone 18 years or older must be present to receive the delivery.

Inspecting Your Freight at Delivery

This is the most important step. Before signing the delivery receipt (Bill of Lading):

• Inspect the packaging for any visible damage — dents, punctures, crushed corners, water stains.
• If you see damage, note it on the delivery receipt before signing. Write “DAMAGED” and describe what you see.
• Take photos of the packaging and any visible damage before and after opening.
• If the item is severely damaged, you may refuse the delivery entirely. Contact us immediately so we can arrange a replacement or refund.

Concealed Damage

Sometimes damage isn’t visible until you open the packaging. If you discover concealed damage after delivery:

• Contact us within 48 hours of delivery with photos of the damage and packaging.
• Keep all original packaging materials — the carrier may need to inspect them.
• Do not discard the item or packaging until your claim is resolved.

Freight Returns

Due to the size and weight of freight items, the return process is different from standard orders:

• Damaged or defective freight items: We’ll arrange a carrier pickup at no cost to you, or issue a refund without requiring a return (depending on the situation).
• Change-of-mind returns on freight items: The buyer is responsible for all return shipping costs, which can be significant for oversized items. A restocking fee of up to 35% may also apply.
• All freight returns must be in the original packaging.

Additional Freight Fees

In some cases, the carrier may charge additional fees that are beyond our control, including:

• Liftgate fee — if a liftgate is needed to lower the item from the truck.
• Residential delivery surcharge — some carriers charge extra for residential vs. commercial addresses.
• Re-delivery fee — if a delivery is missed and needs to be rescheduled.

Any known additional fees will be communicated before or at checkout whenever possible.

3. Returns & Refunds

24-Day Return Window

You have 24 days from the date of delivery to request a return or refund. After 24 days, we’re unable to offer returns or refunds.

How to Start a Return

Contact us at oasisbackyardco.com/contact-us or email us at oasisbackyardco@gmail.com to submit your request. Please include your order number and a description of the issue.

We’ll respond within 1–5 business days.

Return Shipping Deadline

If a return is approved and a return shipping label or instructions are provided, items must be shipped back within 10 calendar days. Returns not shipped within this window may forfeit eligibility for a refund.

4. Return Scenarios

Damaged or Defective Items

If your item arrives damaged, broken, or defective:

• Contact us within 24 days of delivery with photos or video clearly showing the issue.
• We’ll review your claim within 5 business days.
• If approved, we’ll issue a full refund or send a replacement — your choice. In many cases, no return shipment is required.
• If a return is needed, we’ll provide a prepaid return shipping label and process your refund within 5 business days of return shipment confirmation.

Wrong or Missing Items

If you received the wrong product or your order is incomplete:

• Wrong item: Full refund or free replacement.
• Missing parts (item still works): Partial refund or we’ll ship the missing parts to you.
• Missing parts (item doesn’t work): Full replacement shipped to you.
• Missing accessories: We’ll send the accessories at no additional cost.

Change of Mind (Non-Defective Returns)

If you simply changed your mind or no longer want the item:

• We evaluate these requests on a case-by-case basis; approval is not guaranteed.
• If approved, a restocking & repacking fee of up to 35% of the order total may apply.
• Return shipping is the buyer’s responsibility.

Items Not Received

If tracking shows your order was delivered but you didn’t receive it:

• Please check with neighbors, your building’s front desk, or any safe delivery locations.
• If still missing, we may ask you to obtain a non-delivery confirmation from your local post office.
• We’ll work with the carrier to investigate and resolve the issue.

5. Order Cancellations

Before Shipping

You may cancel your order for a full refund before it has been processed by our warehouse. Contact us as soon as possible at oasisbackyardco.com/contact-us.

After Shipping

Once an order has shipped, it cannot be canceled. You may request a return once the item is delivered (see Section 4).

6. Wrong Shipping Address

If you entered an incorrect shipping address:

• Before shipping: Contact us immediately — we’ll do our best to update it, but corrections are not guaranteed.
• After shipping: You’ll need to contact the carrier directly.
• If returned to us: If the item comes back in good condition, we’ll issue a refund within 5 business days or reship for the cost of new shipping.
• If unrecoverable: Unfortunately, the buyer is responsible for the loss.

7. Evidence & Proof for Claims

When filing a claim for damaged, defective, wrong, or missing items, please provide:

• Clear photos or video of the issue
• A photo of the shipping label or packaging (if applicable)
• Your order number

We review all claims within 5 business days. If we need additional information, we’ll reach out. Claims without sufficient evidence may be declined.

8. Refund Processing Times

9. Force Majeure

Oasis Backyard Co is not responsible for shipping delays or product damage caused by events beyond our control, including but not limited to: natural disasters, severe weather, public health emergencies, labor strikes, war, customs inspections, or carrier disruptions.

In these situations, we’ll communicate updates via email and work to resolve your order as quickly as possible.

10. Policy Updates

Oasis Backyard Co reserves the right to update this policy at any time. The current version will always be available at oasisbackyardco.com/shipping-returns. Continued use of our services after updates constitutes acceptance of the revised policy.