Prompt inspection and documentation help Backyard Solstice coordinate quickly and effectively with the carrier and the manufacturer when something goes wrong with your delivery.
Report delivery concerns promptly
Anderson Teak delivery reporting
This Anderson Teak reporting request applies to orders placed on or after September 15, 2026 at 12:00 a.m. Eastern Time. Earlier orders retain the terms provided at purchase.
Please inspect your delivery and contact us immediately, within 24 hours of delivery, if anything is damaged, missing or incorrect. Unpack promptly, photograph the issue and packaging, and keep the packaging while we help. If damage is discovered later, contact us as soon as you find it so we can review the available options. These reporting instructions do not limit applicable manufacturer warranty coverage or rights provided by law.
Other brands: Report shipping damage, shortages or an incorrect shipment within 72 hours of delivery. Unpack and inspect promptly so concealed damage can also be reported within that period.
Email support@backyardsolstice.com and include the order number in the subject line when possible.
Before signing for freight delivery
Inspect your delivery before signing. Check for:
- Crushed, torn, punctured, or wet packaging
- Damaged wrapping or pallets
- Missing cartons
- Visible product damage
- Incorrect item quantities
Note any visible damage or shortages on the delivery receipt or bill of lading before signing.
Unless instructed otherwise by Backyard Solstice, do not automatically refuse a shipment solely because the exterior packaging appears damaged.
What to send us
Please include:
- Full name
- Order number
- Product name
- Description of the issue
- Photos of the outer packaging
- Photos of shipping labels
- Photos of the complete product
- Close-up photos of the damage
- Photos of the pallet or freight wrapping, when applicable
- A photo or copy of the delivery receipt or bill of lading
- A list of any missing cartons, components, or hardware
- Video, when useful
Keep all packaging
Retain all cartons, wrapping, pallets, labels, hardware, and packaging until Backyard Solstice tells you otherwise.
Concealed damage
Some damage is not visible until you unpack the product. Unpack promptly and photograph any concealed damage. For Anderson Teak orders covered by the reporting request above, contact us immediately, within 24 hours of delivery. If you discover damage later, contact us as soon as you find it so we can review the available options. Earlier orders retain their original terms. For other brands, concealed damage should be reported within 72 hours of delivery.
What happens next
Backyard Solstice reviews your documentation and coordinates with the carrier or manufacturer as needed.
Possible remedies may include replacement parts, repair assistance, product replacement, a carrier inspection, or another approved resolution. Submitting a claim does not guarantee a particular remedy.
For more information, see our Shipping & Delivery Policy and Return & Refund Policy.