FAQ

Where do you Ship to?
We only ship inside the borders of Canada. We need a valid Street Address or LSD (Legal Land Description Number) to direct the Shipping company. We do not ship to PO Boxes. If you want to take the products outside of Canada, it is your responsibility. Call us if you have any questions about Shipping. You might even have a friend who has a transportation company or can pick up at certain times. There may be a solution for you that is not listed here; we will work with you!

How are shipping costs determined?
We attempt to get the best rate with assistance from our Vendors. There are too many options to list such as Free Shipping is available on ZipGrow Education Racks being sent to Schools and Educational Institutions. In many cases, we can ship for FREE on amounts over $750 that are shipped by couriers such as UPS, DHL, Canada Post, and similar. Refer to our Shipping Policy Page, Call us, or send us an email and inquire.

What is an LTL (Less Than Truckload) Shipment and why do some items require a shipping quote?
Large items like ACON trampolines, some Bromic heaters, and other oversized products require special handling and cannot use standard courier services. These items need LTL freight delivery, which requires a custom quote based on your location and product size. When you see a "Request Shipping Quote" button instead of "Add to Cart," that's an LTL item. Simply request a quote, provide your postal code, and we'll work with you to find the best shipping solution and price.

How do I request a shipping quote?
Click the "Request Shipping Quote" button on the product page, enter your postal code and any special instructions, and email us at sales@premiumbackyard.ca. We'll get back to you within 24 hours with an exact shipping cost for your location. You're under no obligation—if the quote doesn't work for you, we'll work with you to find alternatives or explore other delivery options that might suit your needs better.

What's the typical cost to ship large items like ACON trampolines?
Shipping costs depend on the product size, your location in Canada, and which carrier provides the best rate. Rather than guessing, we recommend requesting a quote so we can give you an accurate price. We work with multiple carriers to find you the most competitive rate available, and in some cases, we can negotiate better options if you're flexible on delivery timing.

Can I change my shipping address after placing an order?
No, you cannot. Make sure that you provide us with the correct address before ordering. The Shipping process becomes the duty of the Transport company to deliver where indicated on your Packing List/Invoice.

What warranty comes with Rolux reel mowers?
Rolux mowers come with manufacturer warranty coverage. For specific warranty details, duration, and what's covered, please refer to the product description on the item page or contact us at sales@premiumbackyard.ca or 1(888)851-8852. We're happy to walk you through warranty options before you buy.

What if my item arrives damaged?
We take damage seriously. If your item arrives damaged, you MUST notify us immediately when signing for delivery and send photos to sales@premiumbackyard.ca the same day. Premium Backyard will cover all shipping costs to replace defective or damaged merchandise. We'll ensure you get the product you ordered in perfect condition as quickly as possible.

How does your 30-day return policy work for expensive items?
For unopened items, you have 30 days from receipt to return for any reason—no questions asked. For opened items (except Rolux mowers, which have 30 days), you have 14 days. The item must be in "Like New" condition with all original packaging and accessories. You are responsible for return shipping costs, but we'll help you find the best rate. See our full Returns Policy page for complete details.

Do you offer financing or payment plans for high-ticket purchases?
We accept various payment methods including Credit Card, PayPal, and E-Transfer. For large purchases, we recommend contacting us at sales@premiumbackyard.ca to discuss options. We work with customers to find solutions that fit their budget.

What if I'm not sure the product will work for my needs?
That's a great question! For high-value items like Rolux mowers and ACON trampolines, we recommend calling us at 1(888)851-8852 to discuss your specific needs. Our team can help you choose the right product, discuss compatibility, and answer any questions before you commit. We want to make sure you get exactly what you need.

Why do some products show "Add to Cart" while others show "Request Shipping Quote"?
Products with "Add to Cart" have predictable shipping costs and can proceed directly to checkout. Products with "Request Shipping Quote" are large items (like ACON trampolines or certain Bromic heaters) that require LTL freight delivery. These need a custom quote based on your location. It only takes a minute to request a quote, and we'll work with you to find the best price.

What happens after I request a shipping quote?
After you submit a quote request with your postal code, we'll email you within 24 hours with an exact shipping cost. You can then decide whether to proceed with the order, explore other options, or we can work together to find an alternative solution that better fits your needs. There's no pressure—we want to make sure the total works for you.

Will I be charged before I approve the shipping quote?
No. Your credit card is only charged once you've approved the shipping quote and confirmed your order. We don't charge you until you're completely satisfied with the total price.

Can I proceed with checkout if I'm outside Canada?
No, we only ship within Canada. If you need the product shipped internationally, contact us at sales@premiumbackyard.ca and we'll work with you to explore options or find a solution.

What payment methods do you accept?
We accept various forms of payments such as Credit Card, PayPal, E-Transfer. Purchase Orders for Commercial accounts are also accepted after filling out a Credit Application. Terms are Net 30 Days and shipping rates can vary depending on Origin point and method of transport.

Credit Card and Payment Security

Is it safe to use my credit card on your website?
We use the Shopify platform and can testify that our website is safe to transact on. Shopify is PCI compliant https://www.shopify.com/security/pci-compliant.

Secure Payment Gateway:
We utilize a trusted and secure payment gateway that encrypts your credit card information during the transaction process. This encryption ensures that your data remains confidential and protected.

SSL Encryption:
Our website is equipped with SSL (Secure Socket Layer) encryption, creating a secure connection between your browser and our server. This encryption guarantees that your data is transmitted safely over the internet.

PCI DSS Compliance:
We are fully compliant with the Payment Card Industry Data Security Standard (PCI DSS), a set of security standards designed to protect cardholder data. Rest assured, your credit card information is managed with the utmost care and in accordance with industry best practices.

Trusted Platforms:
Our Shopify store is hosted on a reputable and secure platform. Shopify employs robust security features to ensure the integrity of your personal and financial information.

No Stored Credit Card Information:
For an extra layer of security, we do not store any credit card information on our servers. Once your transaction is complete, your sensitive data is not retained, reducing the risk of unauthorized access.

Feel free to shop with confidence at Premium Backyard, knowing that we prioritize your security and privacy. If you have any further concerns or questions, please do not hesitate to reach out to our customer support team. Your trust means the world to us, and we are here to make your shopping experience safe, seamless, and enjoyable!

Premium Backyard also uses Clear Sale fraud protection services to prevent fraudulent orders https://www.clear.sale/. If an order is flagged as suspicious, Shopify will advise us. We then will call and email you to verify that your order is valid. This protects both of us from fraudulent activity.

How do I place an order?
You can place your order online in our Shopping Cart section and pay via our various accepted payment methods shown. If you are not comfortable ordering online, call us and we can fill out the order form for you. We will then send a draft to you, via email, for final approval. Once you are satisfied with the draft, then a payment method can be selected, and we will process your order.

Can I modify or cancel my order after it has been placed?
You can modify or change your Order within a 24-hour period. You MUST reach out to us via Toll-Free phone call or send an email to sales@premiumbackyard.ca

How can I track my order?
There are three methods that you can use to track your order. Email updates from us, SMS text sent to your cell phone, or even Call us on our Toll-Free number and have your Order number ready to inform us what you require.

How long will it take to receive my order?
See our Shipping Policy page. We only ship within Canada and, typically, the freight is transported by Regular Ground Freight and can take 7-14 days depending on the Origin and the Destination. Hot Shot, Overnight Air Freight, and other methods can be arranged for upon request and billable to the Customer.

What if the item I want is out of stock?
We can still fulfill your order once we determine the availability. Please call us, and we can come to an arrangement or refund your money without charge, provided that the item you ordered has not shipped.

Do you have a size guide for accessories?
We do not, but we do have Data Sheets on most of our products on the website. Select companies on our site such as Bromic Heating have a Free, No-commitment, Design Program to assist with your selections. Or give us a call at 1(888)851-8852!

Are the product colors accurate on the website?
Yes, however, we welcome calls and inquiries on this topic. We look forward to assisting you!

How can I contact customer support?
sales@premiumbackyard.ca or 1(888)851-8852

What is your response time for customer inquiries?
We strive to respond within 24 hours unless you call us on our toll-free number at 1(888)851-8852 and potentially manage your concern immediately!

Do you have a loyalty program?
Not presently! But it is on our minds. We will make an announcement before the start of the program!

Are there any discounts or promotions available?
Luckily for you, there is! Call our Toll-Free number or sign up on our Home Page. We will include you in all our Promotions and Sales announcements.

Do you Price Match?
In very many cases, we will attempt to Price Match provided that you have a quote, link, or some other form to show the price for us to match.

Do you offer gift wrapping or personalized messages?
Call us and inquire as some of our Vendors may be able to accommodate. Premium Backyard does not offer gift wrapping or personalized messages.

What is your return policy?
See our separate Returns Policy page for detailed information.

How do I initiate a return or exchange?
See our separate Returns Policy page.

What should I do if I receive a damaged or defective product?
I would advise to Call Us ASAP. Also, please refer to our Shipping and Returns Policy pages.

How can I contact customer support?
sales@premiumbackyard.ca or 1(888)851-8852

What is your privacy policy?
See our Privacy Policy page.

How do I create an account on your website?
Simply sign up on our Homepage. If you are a Commercial Account, we will send you a Credit Application and fill it out with the details.

How do I unsubscribe from your newsletter?
Send an email to sales@premiumbackyard.ca and we will take you off our email list.

Can I modify my account information?
Yes, please send us an email to sales@premiumbackyard.ca

What do I do if I forget my password?
We do not have any requirements for a password on our website.