Shipping
FREE CURBSIDE DELIVERY! Every day to the USA, excludes Hawaii & Alaska.
Orders are processed: Monday – Friday from 8am – 3:30pm EST
(Public Holidays Excluded)
Order Confirmation: After placing an order, you will receive an order confirmation by email. This means we’ve received your order in our system and have pre-authorized your credit card for the purchase. If your item is back-ordered or otherwise unavailable, we will void the pre-authorization charge and contact you to inform you by email. If your item(s) are available for immediate shipment (within 7 business days unless noted longer on the product page), we will process the charges and submit the order for shipment.
Tracking Numbers will be sent to your email once your order has shipped.
In some cases, we may need to contact you before your order can be shipped. To ensure there is no delay, please respond to any email/phone call from our Customer Service team.
We choose the best available shipping method in terms of price and delivery times at the time of shipment. Shipments to remote areas, as classified by our shipping partners, may incur additional charges.
**Due to supply chain challenges, we are experiencing delivery times of up to 10 business days on products in stock** We appreciate your patience!
Freight Shipments & Delivery
Due to the nature of the products we carry, most items will be shipped directly to you via LTL freight. We select one of our valued shipping partners to handle your order based on the specified delivery location relative to the warehouse we are shipping it out of.
Once you place an order, please allow 3-5 business days to process the order. Once the item has been shipped, you will receive a notification and tracking number. The delivery driver shall contact you via phone call to schedule delivery once the item has been inspected and picked up from our warehouse. You must be present to inspect and accept the package during your scheduled delivery window or additional redelivery charges may apply at your expense!
Delivery (Important Information!)
A couple IMPORTANT notes on receiving the item:
- Delivery will need to be scheduled with one of our shipping partners -- the freight company should contact you directly to schedule. If this is the case, refer to our order confirmation email and/or shipment notification email sent out after placing your order.
- You or another adult must be present when delivery occurs. If nobody is present, a redelivery charge may be incurred at the customer's expense!
- You must sign the certification of receipt to verify that you received item in good working condition.
- Before signing certification of receipt, you must inspect the item! Doing so protects you and enables you to return your item to our manufacturer without incurring any additional expenses.
- Inspect the item for the following:
- That the item is exactly as you ordered (color, model, size, etc.)
- Imperfections, especially those that affect the use or function of the product
- Damages
- Test any and all mechanical features and unlocking mechanisms to ensure they work properly
- Take photos of any damage found on your product prior to signing receipt.
- If you sign receipt from our freight partner and fail to report any damages on the manifest, any store and/or manufacturer warranty may be void going forward!
- We kindly ask that you follow these directions so that you are covered by any and all replacement policies that Backyardzi, LLC dba Paragon Ponds and our manufacturers offer.
Cancellations
If you need to cancel an order for any reason, please reach out to us via the chat function on our website or by emailing us at returns@paragonponds.com as soon as possible! Orders that have already left one of our warehouses may be subject to a restocking fee charged by the manufacturer. The earlier we receive a request for cancellation from you, the quicker we may process your request and avoid any fees.
Please note that if you refuse the delivery for any reason other than eligible damages, return shipping and restocking fees will be automatically charged to you.
Returns
You can return any FULL PRICED item/s within 30 days of the purchase date.
To initiate a return, please email us at returns@paragonponds.com and include your order number in the subject of the email. Make sure you include a copy of your order confirmation email and order number along with information on the reason for your return and how we can help you.
– Do you need an exchange? Was it damaged? Etc.
We will then reply with detailed instructions on how to return your order.
If no damages are present, customer is to cover reshipment of item back to our warehouse and cover any restocking fees. In the case of returns due to damages, please see "Damages" section below.
All goods must arrive in their original, unused, unworn and resalable condition including tags, stickers, boxes, casing, pallet, etc. In the case that your items are returned without the original packaging, we will not be able to process your return.
Please keep a copy of your receipt of proof of shipment for any returns. We recommend using a tracked delivery method to ensure your item arrives safe and sound.
All SALE items are final and cannot be returned, exchanged or refunded. Bundles purchased are considered as sale items.
Please note that some of our manufacturers charge a restocking fee when processing returns. Please refer to the product page of the product you purchased for any brand-specific warranty information, fees or special instructions for returns.
Upon completing a return, ensuring that our warehouse has received the item undamaged and in original packaging, we will refund the original cost of the item back to your account, less return shipping expenses (if applicable), credit card processing fee (3% + $0.30, if applicable), Shop Pay Installments processing fee (6%, if applicable), and manufacturer restocking fees (if applicable).
Damages
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it on the delivery manifest when signing for delivery. This is your best proof that there was damage caused by delivery and can ensure your best chance at a quick replacement or refund. It greatly helps us in filing a claim with the Shipment company to get your money back.
In the case of faulty or incorrect items are received, please contact our Customer Service team via support@paragonponds.com. Take photos of the product and any damages you may find, as they will be required to begin the Return or Exchange process. Please include your order number, photos, and description or relevant information regarding the issue so that we can fix this as soon as possible.
Once investigated, we will be able to provide you with information on how to return or exchange the item.
Exchanges
Only FULL PRICED items can be exchanged.
If you are wishing to exchange your item for another, please print out your order confirmation and write next to the item the new color, style and/or model you would like in exchange. Item must be of same value or less.
In the event that the requested item is not available, our Customer Service team will have the amount of the item refunded back to your account, less return shipping expenses and manufacturer restocking fees, if applicable.
Please ensure all items are packaged securely and will arrive in their original condition. We may not accept an item that is not in the condition it was received by customer.