Shipping policy
Thank you for visiting and shopping at OpenSky Backyard Living.
This Shipping & Delivery Policy is part of our Terms of Service ("Terms") and should be read alongside our main Terms of Service policy. https://openskybackyardliving.com/policies/terms-of-service.
Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.
Damage Reporting Timeframes: You have 3-5 days from delivery to report shipping damage or defects (timeframe varies by manufacturer). To ensure coverage under all manufacturers' shipping insurance policies, please inspect your shipment immediately upon arrival and report any issues to info@openskybackyardliving.com within 3 days.
Processing Time
Orders placed before 2:00 PM ET are processed within 2-3 business days, excluding weekends and holidays. In times of high demand, processing may be delayed by a few days. We will notify you via email or telephone if your order is delayed. Once shipping has started, the carrier will calculate your actual delivery date.
Shipping Methods and Options
We offer free shipping to the 48 contiguous U.S. for all items.
- Standard Shipping: Smaller items are shipped via USPS, UPS, or FedEx.
- Oversized Items: We offer free curbside freight shipping on all oversized items. Sometimes, a third-party supplier may manage our inventory and be responsible for shipping your products.
We reserve the right to choose the freight method for your shipment. We do not directly control shipping providers, whether freight carriers or regular couriers.
Unless otherwise stated, all Curbside Delivery shipments are made within three days of the initial order and consist of a three to fourteen-day transportation period. Shipping times may be slightly longer due to unforeseen circumstances, including inclement weather, limited product availability, and freight carrier issues.
Free shipping applies only to orders with shipping addresses within the 48 contiguous U.S., excluding rural and remote areas. Islands, remote locations, rural areas, and other areas where trucks cannot enter or safely maneuver will incur a shipping charge calculated on a case-by-case basis by the freight carrier. We will contact you via email to request approval of any additional fees before your order ships. All dates and times provided for product delivery are estimates only and are given in good faith, but are only estimates.
We cannot modify shipping addresses or schedule delivery for a specific date once a package is in the delivery service's care. We can estimate delivery times, but only based on the date offered by the delivery service. Please email us at info@openskybackyardliving.com if you have further inquiries about your delivery.
Please note that all deliveries are curbside only. White glove and in-home delivery are neither implied nor offered without additional charge. These services aren't necessarily available even if you're willing to pay more. Delivery staff do not have the proper insurance to enter your property. Please ensure you are prepared to receive any heavy items.
Must-Know Information for Delivery of Large Packages
You must be prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.
While UPS and FedEx are our carriers for smaller items, larger items and orders ship via freight. In addition, freight delivery differs from standard shipping, so you must be prepared and understand what's required of you well before delivery day. For more detailed information, refer to our Freight Delivery Guide or print out our helpful Freight Delivery Checklist to prepare for delivery day.
- Most freight products ship on a pallet.
- Freight drivers leave all pallets at the curb, meaning you're responsible for moving your shipment up the driveway and into your home or backyard.
- Most carriers will not call to schedule your delivery. While a few carriers may call you to schedule an exact delivery window, most will only provide a tracking number and an estimated delivery date.
- We'll specify which process you can expect in your shipping confirmation email.
For carriers that schedule delivery appointments:
- You must be home and present to sign upon delivery.
- A semi-truck delivers with liftgate service.
- The shipment is dropped off at the curb, meaning you're responsible for transporting it to its intended location. We'd recommend having at least two helpers on standby to assist with your delivery.
The primary contact number you provided at checkout will be used when the shipping company calls to arrange your delivery window. Therefore, you must provide the best phone number to reach you when placing an order.
Damages and Issues Upon Delivery
Inspect your shipment for any missing or damaged items, and be sure to note these on the signature documents provided by the delivery driver. If any items are missing or damaged, contact us immediately at info@openskybackyardliving.com. You have 3-5 days from delivery to report any damaged items (timeframe varies by manufacturer). To ensure coverage, report all damage within 3 days. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.
Things to look for:
- If items arrived with NO PALLET
- The shrink wrap is torn
- Any dents on the box
- Any cracks
- Arrived with NO straps
- A wet or dirty box
***Be as picky as possible and always make a note of all box damage on the paperwork. Please take pictures and send them to info@openskybackyardliving.com. By doing this, you will help us accelerate replacements due to shipping damage***
For carriers that deliver without an appointment:
- You will not be given a specific day and time window for delivery; only an estimated delivery date.
- While you are not required to sign upon delivery, we still recommend that you be home when your order arrives.
- The driver will leave your pallets at the curb whether you are present at the time of delivery or not.
Even if your carrier has not called to schedule a specific delivery window, we strongly recommend inspecting your shipment for lost or damaged items upon arrival. If any items are missing or damaged, please contact us immediately at info@openskybackyardliving.com. You have 3-5 days from delivery to report any damaged items (timeframe varies by manufacturer). To ensure coverage, report all damage within 3 days. If multiple items are damaged, you have the right to refuse delivery of the entire shipment. For more detailed information, refer to our Freight Delivery Guide or print out our handy Freight Delivery Checklist to prepare for delivery day.
If Your Shipment Is Delayed
We will inform you promptly and provide a revised delivery estimate. If you have any inquiries regarding your delivery, please contact us at info@openskybackyardliving.com.
Shipping to Remote Areas
Be aware that remote or hard-to-reach areas may incur additional shipping fees, including for free and regular shipping orders. If your order is being shipped to a location with known shipping restrictions, a customer service representative will promptly email you to notify you of any additional charges.
Please note that we don't always know if your area is remote or will make freight delivery difficult. Therefore, if you anticipate that a shipping company will have issues reaching your residence, you must inform us of those issues at the time of purchase. Such problems include, but are not limited to, narrow or winding roads, dirt or gravel roads, and vacant establishments.
OpenSky Backyard Living is not responsible for shipping costs on merchandise not delivered because of a shipping company's inability to reach a particular location.
White Glove or In-Home Delivery
White-glove and in-home delivery are neither implied nor offered at additional charge and aren't necessarily available even if you're willing to pay more. The delivery staff does not have the proper insurance to enter your property.
Shipping to APO/FPO Addresses
We might ship to APO/FPO addresses, but such shipments are subject to USPS size, weight, and content restrictions. If we can't ship to your APO/FPO address, we'll contact you to find an alternative. Likewise, APO/FPO shipments may be subject to additional shipping fees—if that occurs, we'll contact you to notify you of the fees and allow you to adjust your shipping address if desired.
Incorrect Addresses & Failed Freight Deliveries
If any item is shipped and returned as undeliverable due to an incorrect address, you'll be responsible for the return shipping costs. If an item shipped via freight is returned because the freight company couldn't reach your residence or you rejected the delivery, this will be considered a remorse return. The order will be subject to our regular return policies. Likewise, if an item shipped via freight is returned because you refused to make a required delivery appointment with the freight company, this will be considered a remorse return, and the order will be subject to our regular return policies.
Delivery Address Changes
Please note that address changes after an order has shipped will incur re-routing fees charged by the freight carrier. Please review your delivery address carefully. Re-routing fees are charged and calculated by the freight carrier. We have no control over these fees. A change to the delivery address after shipment affects all related deliveries in an LTL Freight Truck. It is expensive and cumbersome to re-route orders.
Returns Not Due to Damage - Remorse Returns
If you are unhappy with your purchase, please contact info@openskybackyardliving.com within 30 days to request a Return Merchandise Authorization (RMA). Your RMA will contain all the details of your return. Please note that the buyer is responsible for all shipping and handling charges. Find out more about our Returns policy at https://openskybackyardliving.com/policies/refund-policy.
Incorrect Product or Missing Items
If you notice an inaccurate order or missing items, please contact us at info@openskybackyardliving.com within 3-5 days (to ensure timely resolution, report within 3 days). Sometimes, smaller items are packed inside larger items.
Shipping Outside of the Continental U.S.
All shipments to Alaska, Hawaii, and Puerto Rico require an individual quote. A customer service representative will contact you shortly after we receive your order to discuss the additional shipping charges (before the item ships).
Freight items shipped to Alaska and Hawaii will also require additional quotes. Free shipping only applies to the contiguous U.S.
Shipping to Canada
Please get in touch with us at info@openskybackyardliving.com if you are looking to ship to Canada. We can ship select brands to Canada for an additional fee. This fee will be calculated based on the item's size and the shipping address. Please remember you will be responsible for paying all duties and tariffs on Canadian shipments in addition to any shipping fees. For the brands that we cannot ship directly to Canada, we will ship to the US-based freight forwarder of your choice. We advise contacting the desired freight forwarder first to learn about their shipping and receiving procedures. You will be responsible for coordinating with the freight forwarder to ensure delivery to the final location and for paying all duties and tariffs on Canadian shipments. If you need help, email info@openskybackyardliving.com; if not, enter the shipping address that your US-based freight forwarder has provided.
Shipping Rural and Hard-to-Reach Areas
Sometimes, delivery trucks cannot reach certain areas, such as rural, remote streets, where they cannot maneuver safely. If this happens, we will work closely with our shipping partners to find a solution, but sometimes, there could be an additional cost for these deliveries. Any additional charges will be calculated on a case-by-case basis and will be optional.
Shipping FAQ
Although we've covered the essentials of freight delivery, some aspects of the procedure can be challenging to comprehend. Therefore, we've compiled a list of frequently asked questions covering everything from scheduling your delivery to handling damaged packages, so you're always informed. Have a question that still needs to be addressed here? Contact our professionals at info@openskybackyardliving.com.
What happens if my shipment is delayed?
If your delivery is delayed for any reason, we will email you as soon as possible with a revised estimated delivery date.
Questions about returns?
If you have questions about returns, please review our Return Policy: https://openskybackyardliving.com/policies/refund-policy
How can you contact us about this policy?
If you have any further questions or comments, please contact us by email at info@openskybackyardliving.com.
How do I know if my shipment is being delivered by freight?
After placing your order, watch for your shipping confirmation email, which will include the delivery method. Of course, you can always contact us at info@openskybackyardliving.com if you expect a freight delivery; we're working on ways to notify you sooner.
When will the freight carrier call me to schedule a delivery?
Typically, freight carriers won't call you before delivery. However, some delivery services may contact you as a courtesy to schedule a delivery. When your order arrives at a freight company's local facility, the carrier may call you to schedule this. Therefore, it is essential that you provide the best phone number to reach you when placing an order with us. The freight company will call that number, and you don't want the delivery process delayed if the carrier can't reach you. Decide on a delivery window (4-8 hours), mark it on your calendar to remember, and plan to be there.
Do I need to be home to accept the delivery?
If the carrier calls you to schedule your delivery, you only need to be there to accept your shipment. To confirm delivery, the freight driver will give you a receipt you must sign (unless you reject the delivery due to package damage; see below for more information). You do not need to be home to receive your delivery if they did not call to schedule it, but we still recommend being there to check it and move it from the curb.
Will the driver help me move the pallet into my home or to my backyard?
No, all truck drivers will only make curbside deliveries. Their liability insurance does not cover the inside of your property. Although the liftgates on their semi-trucks are used to unload the goods, it is ultimately your responsibility to drive the shipment up your driveway and into your house or backyard. To help you when your delivery arrives, we recommend having at least two helpers nearby. You'll appreciate the assistance because items only ship via freight when they are too large or heavy for a standard courier.
What should I do when my shipment arrives?
Upon delivery, look over the pallet and packaging for any issues. Spend some time checking for any dents or tears. After carefully inspecting your shipment, you have two options: either refuse the delivery if there is excessive damage, or note any minor damage on the receipt before signing to accept the delivery. Please refuse delivery only if several items are damaged, and contact us at info@openskybackyardliving.com immediately if any item is damaged.
Be aware that smaller items may be shipped inside larger items, which can create the impression that your order isn't complete. Please unpack each item completely before calling to report any missing parts. If you check your shipment and find any issues, don't worry if the driver isn't there. Any problems should be reported to info@openskybackyardliving.com within 3-5 days (to ensure coverage under all manufacturers' policies, report within 3 days).
What should I do once the driver leaves?
- Grab the packing list inside your packages after carefully removing the shrink wrap.
- To ensure your order is complete, cross-reference each item's model number with the packing list. The box's exterior or a UPC sticker attached to the box will display the model numbers. Make sure to unpack each component in full, as some items may be packed inside others. Carefully open the boxes and inspect each item to check for physical damage. Verify all of the moving parts, including the hinges, knobs, arms, legs, and feet.
- Contact us at info@openskybackyardliving.com as soon as you can if there are any issues with damages or missing items. After accepting the delivery, you have 3-5 days to report any issues (to ensure coverage, report within 3 days). We want to take care of you immediately.
What should I do if my shipment is damaged?
Before calling us:
- Note any obvious damage on the receipt, such as a tear in the shrink wrap, that is visible on the packaging. You can refuse delivery if the shipment contains multiple damaged items.
- Unpack each item completely and check it for physical damage as well.
- If you notice any scratches or dents on the items themselves, take pictures and notify us immediately by email at info@openskybackyardliving.com.
How long do I have to notify OpenSky Backyard Living about an issue with my shipment?
You must report any damages or other issues with your order within 3-5 days of delivery (timeframe varies by manufacturer). To ensure coverage under all manufacturers' shipping insurance policies, report all issues within 3 days. Please include photos of the damage (including the boxes) to info@openskybackyardliving.com.
What happens if the carrier misses the scheduled delivery window?
We know how frustrating it can be to plan a day off work and round up some friends to help, only for the delivery window to pass with no sign of your shipment. If that happens, please contact us at info@openskybackyardliving.com immediately so we can assist with rescheduling the delivery and notify the freight company of the missed appointment. Of course, we'll always set up whatever works best for you, but we may also explore alternatives such as a terminal pickup.
Are there places freight companies won't deliver to?
Freight carriers usually make deliveries in semi-trucks, which cannot navigate narrow, dead-end, or obstructed streets. If your residence is in a location that may affect your order, please let us know when you place your order, and we'll work with you to find a solution. For example, we may arrange a terminal pickup, allow an address change, hire movers to assist with delivery, or find a carrier with a truck small enough to reach your residence.
By placing an order with us, you agree to this Shipping and Delivery policy. We commit to providing clear, honest information about your order's shipping and handling processes to ensure satisfaction and compliance with all applicable regulations. Have any other questions? Contact our experts at info@openskybackyardliving.com.