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Warranty & Return Policies

Returns
	What is your return policy? We want you to be delighted with your Backyard Ocean ™ purchase. We will be happy to issue you a full refund, less shipping costs and a 20% restocking fee, if you call to request a return on your unused item within 30 days of delivery. Unfortunately, we cannot accept returns on ring pools, frame pools, and custom orders. Return shipping costs are at the customer's expense. Please note that the item must be received by our return warehouse within 45 days of your original purchase date in order for us to issue a refund. To return an item, please contact customer service to receive a RMA (return material authorization) number, the return shipping address, and return shipping instructions. To which address do I ship my merchandise? Please contact customer service to receive the correct shipping address for your product. Shipments sent to the wrong address may be ineligible for return credit. Why don't you accept returns on opened merchandise? For health and safety reasons we cannot accept returns on opened merchandise and the excluded products above. Thank you for understanding! What if I have opened my package and notice the item is defective? Many of our products are covered under the manufacturer's warranty. Please see the product page for your item to see if it is covered or call us for assistance. Backyard Ocean ™ frame pools, ring pools, RP and SFS pump models are covered by our pool manufacturer's limited warranty. If you have opened or used one of these products and notice a defect, please contact the manufacturer directly at 1-800-813-0206 for more information. They will be happy to answer all your warranty questions. For all other items please contact Backyard Ocean at 1-888-397-7527. How long does it take to receive my credit? All returns must be inspected by our quality control team. Please allow us up to 10 days after receipt of your return at our return center to inspect your return and apply your credit. Thank you for your understanding. What do I do if my packages are damaged in shipping? Be assured that our delivery services have strict policies against leaving any damaged packages. However, in the unlikely event you received a damaged package sent by UPS, FedEx, or USPS please notify our customer service department within 24 hours. Truckline Shipping Note - Note that that items shipped by "Truckline" or freight require special treatment. If a Truckline order arrives damaged or incomplete you must sign for the shipment as damaged or incomplete. Failure to do so means you have accepted and signed for the package "free and clear" and no damaged claim can be filed. Please read our Truckline Shipping Flyer for more information on to see how to handle damaged or incomplete orders sent via Truckline. These procedures must be followed carefully in order to receive credit or return authorization. Whoops! I changed my mind or made a mistake while entering my order and want to cancel it. What do I do? Orders must be canceled before they are processed or shipped. If you wish to cancel an order, please email us at: support@backyardocean.com and we will try our best to cancel the order before it is processed. If the order has already been processed or shipped we will not be able to cancel it but you may return it according to our standard return policy. Can I just refuse delivery if I decide I don't want my item?** Please do not refuse delivery of your item. Refused deliveries may not be eligible for return credit and/or will incur refusal fees including the original and return shipping fees and added restocking fees.
Warranty
	Many of our products are covered under the manufacturer's warranty. Please see the product page for your item to see if it is covered or call us for assistance. Backyard Ocean ™ frame pools, ring pools, RP and SFS pump models are covered by our pool manufacturer's limited warranty. If you have opened or used one of these products and notice a defect, please contact the manufacturer directly at 1-800-813-0206 for more information. They will be happy to answer all your warranty questions. For all other items please contact Backyard Ocean at 1-888-397-7527. Please note that Backyard Ocean does not warranty any product it sells. All warranties provided are by the original manufacturer. Also note that most inflatable items are not covered for leaks. If you have used an inflatable item and notice a leak we advise trying to repair it with a repair patch or inflatable sealant.

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