FAQ on Brands Shipping, Return, and Cancellation Policies

4. Damaged Items

    • How long does the customer have to report a damaged or defective item after delivery?

      - Damage needs to reported at the time of delivery. 

     - If something is damaged, refuse the delivery and do not sign for it in good condition. 

     - The freight company transfers all responsibility for the freight when the customer signs for it.

    • Should the customer accept a damaged package from the carrier, or refuse it?

        - If there looks like possible damage, take pictures and refuse the delivery.

       - Also, a good idea for the customer is to take pictures before it comes off the truck, all sides and top. 

       - Then prior to opening, they might do the same.

       -  After unboxed, if something doesn’t look correct, again picture and send them to me (Backyard Chillaxin) via email (BackyardChillaxin.com) or text (330-224-4808). I will then forward those pictures to the supplier.

       *We (The Supplier) also take pictures of the products before it gets loaded on the carrier’s truck.

5. Return Policy

       • What is your return window (e.g., 30 days, 14 days, etc.)?

         - It is variable and based on the situation. We do not have a finite return window as we are not a retailer.

       •Are returns free for the customer, or do they pay return shipping?

         - If a customer receives an approved RMA for manufacturer defect or an unfixable service issue, the cost of freight will be paid by SMG. 

         - Any other circumstances (buyer’s remorse, changed mind, etc.) the customer will have to pay the freight, and a restocking fee will be charged.  

      • Are there any items that are non-returnable (custom, clearance, etc.)?

         - Any Special-Order Item that we normally do not stock is non-returnable.

      • Do you charge a restocking fee on returns? If so, how much?

         - 25% restocking fee.

6. Shipping Insurance

      •Do you include shipping insurance, or should I add it on the platform?

         - All of our freight is insured in transit.

 What are the exact policies of Purple Leaf?

1. Cancellation Policy

Can customers cancel an order free of charge before it leaves your warehouse?

      -Yes. Just contact FedEx and stop the delivery. If he/she receive Qatarthe items, we will send him/her a return label.

• If not, what is the cancellation fee or restocking fee (if any)?

      - NO

 2. Shipping Timelines

•How long after the order is placed does the shipment typically leave your warehouse?

      - 24 to 48Hrs

• Do you have different timelines for in-stock vs. custom made / made-to-order items

      - We don't have custom made

• Do you offer upgraded delivery options (example: white glove delivery) 

      - No

3. Carriers & Delivery Method

What carriers do you use (UPS, FedEx, USPS, DHL, etc.)?

      - In general, we ship via Fedex or UPS, average transit time is about 3 - 10 business days. You can view the estimated delivery dates on the product page, in special situation the items transfer by Amazon, the tracking number may be delayed.

Do you offer upgraded delivery options (white glove, inside delivery, etc.)?

      - No

4. Damaged Items

    • How long does the customer have to report a damaged or defective item after delivery?

Arrived damage:

If the item you have received is defective or damaged, contact our customer service at the first time and provide us with the order number and the photos or a video of the defective or damaged item in 7 days. In this case, after our checking, we can give a full refund. purpleleafservice2@gmail.com

Missing part:

If your product parts damaged or missing, we can send the new parts to you or partially refund you. If the part affects product function or use, you can't repair it by yourself or the local technique person, and we will send a new item with you or a full refund.

Doesn't work or defective:

When you received the product that doesn't work, you can ask our customer service for help, we'll give you the related technical reply; if it doesn't work still, you can ask for an refund. When you received the product is defective, and you can ask our customer service to give you technical support or solution, if you can repair it by yourself or local store, we will provide you with some compensation.

Incorrect Package Sent:

If the item you have received differs completely from the one you ordered, please do not hesitate to contact our customer service and to provide us with the following proofs in 7 days: Photos or a video of the incorrect item. We will send the new item to you. purpleleafservice2@gmail.com

    • Should the customer accept a damaged package from the carrier, or refuse it?

        - If there looks like possible damage, take pictures and do Not open the box. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.

      - Also there is One year warranty on our outdoor furniture. After that buy the spare part from us (Purple Leaf) 

• Should the customer accept a damaged package from the carrier, or refuse it?

Yes. Items MUST be returned in their original packaging, unused and unopened in order to qualify for a product refund.

• What is your return window (e.g., 30 days, 14 days, etc.)?

      - 30 Day Unconditional Refund Guarantee for Unopened & Unused Items. 

• Are returns free for the customer, or do they pay return shipping?

      - If it's not the products' problem. Customer should pay for the return fee.

• Are there any items that are non-returnable (clearance, etc.)?

      - No

• Do you charge a restocking fee on returns? If so, how much?

      - No. Only shipping cost.

6. Shipping Insurance

• Do you include shipping insurance, or should I add it on the platform? 

      - No