Shipping Policy

Effective Date: November 1, 2025

 

1. Introduction

At Nescape Backyard ("we," "us," or "our"), we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, www.nescapebackyard.com.

2. Shipping Destinations

• Countries We Ship To:

• We currently ship to the United States.

• Future Expansion:

• We are continually working to expand our shipping destinations. Please check back regularly for updates.

3. Shipping Costs

• Domestic Shipping (United States):

• Shipping costs vary by product due to size, weight, and delivery method.

• All applicable shipping charges are calculated and clearly displayed at checkout.

• Freight Shipping

• Many of our products ship via LTL freight carriers due to their size and weight.

• No Hidden Fees:

• There are no hidden handling or processing fees. You’ll see all shipping costs before completing your order.

4. Order Processing Time

• Processing Time:

• Orders are processed within 1–3 business days (Monday to Friday, excluding holidays).

• Order Cut-Off Time:

• Orders placed after business hours will begin processing the next business day.

• Weekend and Holiday Orders:

• Orders placed on weekends or public holidays will be processed on the next business day.

5. Estimated Delivery Time

• Domestic Shipping:

• Most orders arrive within 5–12 business days after shipment, depending on product type and destination.

• Freight Shipping:

• Larger items shipped via freight require delivery appointment scheduling with the carrier.

• Notes:

• Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, regional access limitation, or carrier scheduling.

6. Shipping Methods and Carriers

• Reliable Carriers:

  • LTL Freight Providers

  • UPS Freight / FedEx Freight

  • Regional freight partners

• We partner with reputable carriers to ensure your package arrives safely.

• Typical carries include:

• Shipment Tracking:

• All orders tracking information will be provided via email once your order has shipped.

• Shipping Insurance:

• All shipments are insured against loss or damage during transit.

7. Order Tracking

• Tracking Information:

  • Tracking Number

  • Carrier Name

  • Estimated delivery window

• After your order has been shipped, you will receive an email containing:

• Tracking Support

• If you need assistance tracking your order, contact our support team at: support@nescapebackyard.com. 

8. Delivery Issues

8.1 Delayed or Lost Shipment

• Delayed Delivery:

  • Contact us and we’ll work directly with the carrier on your behalf

• If your delivery is delayed beyond the expected window: 

• If a shipment is marked delivered but not received:

1. Verify the delivery location

2. Check with household members or property management

3. Contact us for assistance

• Lost Packages:

• If your tracking information indicates that your package was delivered but you have not received it:

1. Verify the shipping address provided

2. Check with neighbors or building management

3. Contact us for further assistance

8.2 Damaged Packages

• Reporting Damage:

• If your order delivers damaged: 

1. Inspect the shipment before signing

2. Note any visible damage on the delivery receipt

3. Take photos of the packaging and product

4. Contact us within 48 hours of delivery

We will coordinate resolution with the carrier and manufacturer. 

9. Missing Items

• Missing Items:

  • Contact us within 5 business days of delivery

  • Include your order number and resolve the issue

• If any items are missing from your order:

We’ll promptly investigate and solve the issue. 

10. Return and Refund Policy

Return eligibility varies by product.

• Returns:

• Returns are accepted within 30 days of delivery, unless otherwise stated. 

• Return Conditions:

• Items must be unused, undamaged, and in their original packaging.

• Return Shipping: 

• Customer is responsible for return shipping unless the item arrived damaged or incorrect

• Refund Processing:

Approved refunds are processed within 7–14 business days after return inspection.

11. Incorrect Address

Please ensure your shipping address is accurate at checkout.

• Returned Packages:

  • Reshipment may require additional shipping charges

• If a package is returned to us due to an incorrect address:

12. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

• Customer Service Email: support@nescapebackyard.com

• Customer Service Phone: (302) 679-4823

• Company Address:

• Nescape Backyard

• 651 N. BROAD STREET, 

• MIDDLETOWN, DE 19709

• UNITED STATES

Our customer service team is available Monday to Friday, 9 AM to 6 PM EST.

13. Changes to This Shipping Policy

Nescape Backyard reserves the right to update or modify this Shipping Policy at any time. Any changes or clarifications will become effective immediately upon being posted to this page.

We encourage customers to review this policy periodically to stay informed.

 

Thank you for choosing Nescape Backyard!

We appreciate your trust and are committed to providing dependable service, clear communication, and a smooth delivery experience from start to finish.