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 shipping damage within 24 hours
Damaged, incomplete, or incorrect orders must be reported within 24 hours of delivery.
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 isn't visible until you unpack the product. Photograph concealed damage and report it to us as soon as it's discovered, using the same 24-hour standard whenever reasonably possible.
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.