Customer Service, Returns & Exchanges
HOW MAY WE HELP YOU?
BEST WAY: Support Request Form
We’re fast. Receive a response or call back within 1 business day or less.
Send us an email to info@ImagineBackyard.com and we’ll get back to you in 1 business day or less.
We’re available weekdays, 9am – 5pm Mountain time
FREQUENTLY ASKED QUESTIONS / FAQ
WHICH SHIPPING CARRIERS DO YOU USE?
Imagine Backyard Living utilizes UPS. Our suppliers and/or partners from some items may be delivered via other carriers.
WHAT DO I DO IF MY ORDER ARRIVES BROKEN OR DAMAGED?
If possible, refuse delivery of the broken or damaged items. Custom items are non-returnable after delivery has been accepted, so Items should be inspected thoroughly at the time of delivery. If you are not satisfied with the condition, indicate “damaged” on the delivery paperwork and refuse delivery. If you receive your order with shipping damage, please call us right away: (480) 480-462-6762 9am – 5pm, Monday-Friday Mountain Time.
DOES IMAGINEBACKYARD.COM SHIP OUTSIDE OF THE 48 CONTIGUOUS UNITED STATES?
Yes, we offer a selection of products for shipment to Alaska, Hawaii, and to most provinces of Canada, excluding Newfoundland & Labrador, Northwest Territories, Nunavut, Prince Edward Island, and Yukon. Spas, spa covers, and most large or bulky items ship only to the U.S. 48-states. We do not ship to offshore U.S. Protectorates or other countries.
WHAT IS YOUR RETURN POLICY?
View our Return Policy.
HOW CAN I CANCEL MY ORDER?
Our order-fulfillment and shipping systems are designed to deliver orders quickly and efficiently. Therefore, it is not possible to change or cancel an order once it has been packed. If you would like to cancel or change your order, please call us right away: (480) 480-462-6762, 9am – 5pm Mountain Time, Monday-Friday.
WHY DO YOU ASK FOR MY PHONE NUMBER WHEN PLACING AN ORDER?
We need a way to contact you if there is an issue with your order or delivery.
DO YOU STORE MY PAYMENT INFORMATION?
No. We respect your security and do not store credit card numbers.
WHAT IS YOUR RETURN POLICY?
If you need to return an eligible item, you must provide proof-of-purchase (receipt or order number) and obtain a Return Merchandise Authorization (RMA) number.
- Spa & Swim Spas Covers & Cover Lifters
- Heaters, Spa Packs, Controls, Circuit Boards, Electrical Parts
- Spa Pumps
- Special Order Items
- Fire Pits & Outdoor Heaters
- Open chemicals
Non-returnable items may be covered by the Manufacturer’s warranty if they have failed.
- All returns require Return Merchandise Authorization (RMA).
- We must receive the items you wish to return within 30 days of purchase.
- Custom made and built-to-order and other items noted above are non-returnable.
- Merchandise must be in original, salable condition without cosmetic or other damage.
- Original shipping & handling charges are not refundable.
- Customer is responsible for safe return shipping and insurance costs.
HOW DO I REQUEST AN RMA:
Provide your name and contact information, order number, date of purchase, and reason for the return request in the support request form.
Call Customer Service: (480) 480-462-6762, 9am – 5pm Mountain Time, Monday-Friday.
You are responsible for safe return shipping. After obtaining an RMA, please make sure that your return is adequately packed and insured, and that the RMA number provided is clearly noted on the package. Returns without an RMA cannot and will not be accepted.