There are 4 ways to place your order from a Backyard Store web site.  You may order from any of Our Online Stores and combine your order to take advantage of any Discount that may apply, allowing you to save money.

• Catalog format sites:
  For sites in a catalog format, please write down the stock #, price and description of the products you wish to order and go to our secure on-line order form when you are ready to place your order.
  You may also call in your order (1 888 814 7531) toll free.
  This is the easiest way to combine orders from multiple sites.
• Shopping Cart sites:
  We are currently upgrading Our Online Stores with a new look and a shopping cart for easy shopping. If the product you wish to buy has a "buy now" or "add to cart" button by it, just click the button to add the item to your shopping cart.  When you are ready to check out, just click the "check out" button on the view cart screen and fill in the required information.
• Call Us:
  You may place your order by phone during business hours.
  Ph: 1 888-814-7531 (toll free)
  Hours: M-F (9 A.M. - 5 P.M.)
  All times are Central Standard Time.
• Fax:
  You may print out the on-line order form and fax it to us.
  Fax # 1 210 829 1482
  

• Paid with credit card when your order is placed. We accept Mastercard, Visa, American Express and Discover.
• Personal checks are accepted.  However, your order will not be placed until your check is received.
• COD:  We do not ship COD
• Purchase Orders:   We take POs from approved companies, agencies and governments. A credit check is required.
• Out of U.S.A. orders:
  any orders shipping or having a billing address outside the U.S.A. must be paid in full by cashiers check or money order in U.S. funds before we place your order. Wire transfers are also accepted.
  

1. Your order will be reviewed and checked by our product specialist.
2. The order will then be processed through our order department and a copy of your invoice will be emailed to you within 2 business days.
3. Review your invoice and let us know if there are any errors.
4. If there are any problems or extended shipping times (please review our estimated shipping times below) We will contact you via email or phone.
5. ORDER STATUS AND QUESTIONS:
Email our customer Service Department to check order status or with any questions. You will be put into our Service Request program and you will be emailed with your request status. After you are entered into our Service system you will be kept up to date whenever we find out anything about your request. If you wish us to call you, please allow us 1-5 business days to contact you, We will get all the information together and then call you with the results.
1-888 814 7531

    All Credit card charges and invoices will show up in the name of "The Backyard Store".   Our Online Stores, Patiostore.com and all of Our Online Stores partner and company owned web sites are part of The Backyard Store which is the retail division of Horizon Building Systems Inc.

    All shipping charges are limited to the contiguous United States.  Additional shipping charges will apply to all other locations including APO's.  Rush shipments will be assessed a $10.00 charge plus all additional shipping charges incurred.

10% S&H on orders or true shipping cost

    We offer 8% shipping on company owned web sites for most of the items on order totals over $150.00. There are exceptions to this on some products and the exception will be noted in the product description. 8% shipping offers are limited to the continental United States and do not cover crossing any body of water by boat or aircraft. For example, shipping to Martha's Vineyard is excluded as boat shipping is required. We can ship outside the U.S.A., you will be responsible for all shipping charges incurred and all duties and/or taxes which are levied

   We are only able to "Rush" UPS-able, non-custom orders. You will be charged a $10.00 service fee and all shipping charges on rush shipments. Remember to add 24 hours for order processing in addition to your rush shipping time (if you Next Day Air ship your order, the items will ship within 24 hours and arrive on the following business day - two business days total.)

    If you ship an order to a Texas address, tax of  7.875% will be added to your order. If you are a tax exempt organization shipping your order in Texas then we require a copy of your tax-exempt certificate.

     You may cancel your order at no cost to you if the item has not been shipped or if production has not begun.  Call our customer service department (888-814-7531) for a status on the order you wish to cancel and they will inform you of the status of your order and if there will be any charges for cancelling the order. After an item has shipped or production has started, the item is then classified as a return and all applicable return policies will apply.

    The Backyard Store accepts returns on non-custom items i.e.. any item which there are no options available - if you can choose frame color, fabric, stain etc.. then that item is not returnable) from any company owned store displaying the MSP logo or name. To request return authorization, call our customer service department at     1 888 814 7531 or e-mail them at custserv@patiostore.com. for return authorization. The following return policies pertain to all items.

• Shipping charges (both ways) will not be refunded.
• Only un-used and un-opened items are returnable
• Items that are in un-sellable condition or are missing parts are not returnable.
• Items must be returned in their original packaging.
• Defective or damaged items are handled under the warranty or freight damage policies. Review the Freight Damage policies for more information.
• A restocking fee will be charged;
  1. If a restocking fee is charged to us by our supplier ( for items not shipped out  from our warehouse) normally 20%
  2. If the item is seasonal and it is late in the selling season - 30% fee
• Custom orders are not returnable
• For instructions on returning an item, read our Returning items policy on the shipping page.
• Custom items are not returnable