Frequently Asked Questions (FAQ)
Ordering, shipping, returns, and warranty, answered in plain language.
My Luxe Backyard sells pergolas, gazebos, patio furniture, fire pits, saunas, and cold plunges built for real backyards across the Continental United States. Below you'll find straightforward answers to the questions we hear most, organized so you can jump straight to what you need.
Placing an order and paying for it
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, Elo, JCB, and UnionPay, along with PayPal, Apple Pay, Shop Pay, and Google Pay. All payment options are shown at checkout, and availability can vary slightly depending on your device and browser.
Is it safe to enter my card details on your site?
Yes. Checkout runs through Shopify's payment infrastructure, which is PCI DSS compliant and encrypts your payment information in transit. We never see or store your full card number on our own systems.
Do I need to create an account to check out?
No. You're welcome to check out as a guest with just your email and shipping details. Creating an account is optional and simply lets you view past orders and save your information for next time.
Can I place an order over the phone instead of online?
Our checkout is built for online orders, but if you'd prefer help placing one, call us at +1 609-354-7215 during business hours and we'll walk you through it or send a secure checkout link.
Will I get a confirmation after I order?
Yes, you'll receive an order confirmation email immediately after checkout with your order number, itemized purchase details, and shipping address. Keep this email; you'll need the order number for any tracking, warranty, or return request.
Where we ship, and how long it takes
Full details also live on our Shipping Policy page.
Where do you ship?
We currently ship to addresses within the Continental United States only. We're not yet able to ship to Alaska, Hawaii, U.S. territories, or international addresses, and we cannot deliver to P.O. boxes that can't accept carrier delivery. We're working on expanding coverage, and this page will be updated when that changes.
How much does shipping cost?
Standard shipping is free on most orders within the Continental U.S. (excluding Alaska and Hawaii). If a specific product carries an additional freight charge for size or weight, that cost is disclosed on the product page itself before you add it to your cart, never as a surprise at checkout.
How long will my order take to arrive?
Total delivery time runs 6 to 11 business days from the moment you order, made up of 1 to 3 business days of order handling plus 5 to 8 business days of carrier transit. Orders placed before our 2:00 PM Eastern cutoff, Monday through Friday, begin processing the same day; orders placed after cutoff or on a weekend start processing the next business day. If a particular item needs more time, its product page will say so, and that note overrides the general timeline.
Will I be able to track my order?
Yes. As soon as your order ships, we'll email you a tracking number and a link so you can follow it the whole way to your door.
What carriers do you use, and how are large items like gazebos or saunas delivered?
We ship through trusted national carriers, typically USPS, UPS, or FedEx for standard-size items, and a dedicated freight or white-glove carrier for larger, heavier structures such as pergolas, gazebos, and saunas. Freight deliveries are usually curbside or threshold, and may require someone to be present to sign. Delivery method and any special access notes for a given item are listed on its product page.
My order arrived damaged. What should I do?
Photograph the packaging and the item, and email us at support@myluxebackyard.com within 48 hours of delivery with your order number and photos. Reporting within this window keeps you eligible for a free replacement, repair, or refund under our Return and Refund Policy.
My tracking says "delivered" but I never received the package. What now?
- Double-check the shipping address on your order confirmation
- Look around your delivery area, and check with neighbors or building management
- Contact us at support@myluxebackyard.com so we can open a trace with the carrier
Something is missing from my delivery. What should I do?
Contact us within 7 days of delivery with your order number and a description of the missing part or item. We'll ship the missing piece directly or issue a partial refund, whichever gets you to a working product faster.
Changing your mind or resolving an issue
This section summarizes our full Return and Refund Policy, which governs any return.
What is your return window?
You may return most items within 30 days of delivery. The product must be unused, in new condition, and returned with all original packaging and accessories. If an item arrives damaged, defective, or incorrect, report it within 48 hours of delivery to stay eligible for a free resolution.
Is there a restocking fee?
Yes. Approved returns of new, non-defective items are subject to a 25% restocking fee, calculated on the product price and deducted from your refund. There is no restocking fee if you're exchanging for the same item, or if the return is due to a defect, damage in transit, or our error.
How do I start a return?
Email support@myluxebackyard.com or call +1 609-354-7215 with your order number and the reason for the return. Once approved, we'll send you a prepaid shipping label; please ship the item back within 7 days of approval. If you ship without the provided label, we may not be able to reimburse your shipping cost.
How long does a refund take once you receive my return?
After we receive and inspect your returned item, refunds are issued to your original payment method within 7 business days.
Can I exchange an item instead of getting a refund?
Yes. We accept exchanges for defective and non-defective products as long as the standard return conditions are met. Your replacement ships once we've received and approved the returned item, and same-item exchanges are not subject to the restocking fee.
What items can't be returned?
- Items reported more than 48 hours after delivery for damage claims
- Products damaged from misuse, neglect, or unauthorized modification
- Personalized, custom-made, or perishable goods
- Sealed intimate or sanitary items, once opened
- Gift cards and downloadable digital items
I've already assembled the piece. Can I still return it?
Assembled or installed products are treated as used and generally aren't eligible for a change-of-mind return, unless the item is defective. We'd recommend fully inspecting a pergola, gazebo, or furniture set before assembly, and reaching out to us with any questions or concerns beforehand.
Can I cancel my order?
Orders can be canceled for a full refund any time before they ship. Once an order has shipped, it can no longer be canceled; at that point, our standard return process applies instead.
Coverage after your return window closes
For the full breakdown by product category, see our Warranty & Warranty Disclaimer Policy.
Do your products come with a warranty?
Most do. We're a retailer, not a manufacturer, so warranty coverage on frames, structures, heaters, and mechanical components comes from the brand that built the product, and we pass those terms on exactly as issued. Coverage length and scope vary by category and brand, and are detailed on each product page and in the documentation packed with your order.
How is a warranty claim different from a return?
A return is about sending an item back within 30 days for a refund or exchange. A warranty claim is about getting a defect repaired, replaced, or made right after that window has closed, for as long as the manufacturer's coverage runs. Warranty claims don't carry a restocking fee.
How do I file a warranty claim?
Email support@myluxebackyard.com or call +1 609-354-7215 with your order number, a description of the issue, and a few clear photos. We'll either submit the claim to the manufacturer on your behalf or resolve it directly, and confirm the outcome in writing.
What's typically not covered by warranty?
Warranty coverage generally excludes normal wear and cosmetic change, such as UV fading of fabric or natural wood weathering, damage from improper assembly or anchoring, use beyond a product's stated weight or load limits, damage from extreme weather events, and unauthorized repairs by anyone other than the manufacturer or an authorized servicer.
If my item isn't covered by warranty, do I have any other options?
Possibly. Items outside manufacturer warranty coverage may still qualify under our separate 30-Day Return and Refund Policy, and your implied warranty rights under state law continue to apply regardless of anything written in our warranty page.
Pergolas, gazebos, furniture, fire pits, saunas, and cold plunges
What does My Luxe Backyard actually sell?
We carry six categories of outdoor living products: Pergolas, Gazebos, Patio Furniture Sets, Fire Pits, Saunas, and Cold Plunges. You can browse everything currently in stock on our full product page.
Do pergolas and gazebos arrive assembled?
No. Structures like pergolas and gazebos ship flat-packed in multiple boxes with hardware and printed instructions. Most can be assembled by two people over a weekend, though motorized louvered pergolas and larger hardtop gazebos are easier with an extra set of hands or a hired installer. We don't include professional installation, but nothing prevents you from arranging your own.
Are your fire pits safe to use near my house or on a deck?
Each fire pit's product page and included manual list the manufacturer's minimum clearance distances from structures, railings, and combustible surfaces. Beyond our own guidance, wood-burning and propane fire pits are subject to local fire codes, HOA rules, and, in some states and counties, seasonal burn bans or air-quality restrictions. It's the buyer's responsibility to confirm what's permitted at their specific address before use.
Do your saunas need special electrical work?
Our electric sauna heaters are ETL-certified and typically require a dedicated 240V circuit, sized according to the heater's specifications on its product page. We strongly recommend having the circuit installed and inspected by a licensed electrician in line with your local electrical code before first use.
How does a cold plunge chiller work, and does it need maintenance?
The chiller circulates and filters the water in the tub, cooling it to whatever temperature you set on the control panel. Like any circulating water system, it needs routine upkeep: regular water treatment, filter changes, and periodic cleaning as described in the manufacturer's manual included with your unit.
How do I know if a product will fit through my gate, doorway, or side yard?
Every product page lists both assembled and packaged dimensions. Large items like saunas and hardtop gazebos ship in sizeable crates, so we'd recommend measuring your gate width, doorway, or side-yard path against the packaged dimensions before ordering, especially for freight deliveries.
Keeping tabs on an order already placed
How do I track my order?
You'll receive a tracking email with a link as soon as your order ships. If you created an account at checkout, you can also view order status any time from your account dashboard.
Can I change my shipping address after I've placed an order?
If your order hasn't shipped yet, contact us right away at support@myluxebackyard.com and we'll do our best to update it. Once an order has shipped, we're no longer able to redirect it, and any reshipment due to an incorrect address may involve additional fees.
Can I add or change an item on an order I've already placed?
Once an order is submitted, we generally can't modify its contents. If you'd like a different item or an additional one, contact us as soon as possible; if your original order hasn't started processing, we may be able to cancel it and help you place a new one.
What happens if a package is returned to you due to an address problem?
We'll reach out to confirm your correct address and arrange reshipment. Because carriers charge us for undeliverable returns, a reshipping fee may apply if the original address was entered incorrectly at checkout.
What you'll actually pay at checkout
What currency are your prices shown in?
All prices on myluxebackyard.com are listed in U.S. dollars (USD).
Do you charge sales tax?
Sales tax is calculated automatically based on your shipping address and applicable state and local tax law, and it's shown as a separate line item before you complete payment at checkout. We don't add any hidden fees beyond what you see there.
Are the prices I see final, or do they change at checkout?
The product price you see is the price you pay, before tax and any optional freight surcharge for oversized items, both of which are itemized separately and shown before you submit payment. Prices are subject to change over time as our supplier costs change, but the price locked in at checkout is the one that applies to your order.
I saw a countdown or "reserved" message on a product. What does that mean?
Occasionally our site displays a cart-hold timer to let you know your selected items are being held while you complete checkout. It's a courtesy notice about your own session, not a claim about how much inventory remains or a pressure tactic, and it has no effect on the price or availability shown on the product page itself.
How we handle your personal information
See our full Privacy Policy for complete details on data collection and use.
Do I have to create an account to shop with you?
No, an account is entirely optional. You can check out as a guest using just your email and shipping information.
How do you protect my personal and payment information?
Our site runs on Shopify's secure, encrypted infrastructure, and payment processing is PCI DSS compliant. We limit access to customer data to what's needed to fulfill and support your order.
Do you sell my data to third parties?
We don't sell your personal information. We use trusted service providers, such as our payment processor and shipping carriers, only as needed to process and deliver your order, as described in our Privacy Policy.
How do I request my data be deleted or updated?
Email us at support@myluxebackyard.com with your request. We'll respond and process eligible requests in line with our Privacy Policy and applicable state privacy law.
Who we are, and the terms that apply
Who owns and operates My Luxe Backyard?
My Luxe Backyard is owned and operated by Navarro Living LLC, a company registered in the United States. Full registration details are listed below and in the footer of every page on this site.
Where is Navarro Living LLC based?
Our registered business address is 550 Marketplace Blvd #1211, Hamilton, NJ 08691, United States. Note that approved returns ship to whichever address is printed on the prepaid label we send you, which may differ from our registered office.
What laws govern my purchase?
Our Terms of Service are governed by the laws of the State of New Jersey. Nothing in our policies reduces or waives any consumer protection right you hold under federal law or the law of your own home state, including implied warranty rights that apply regardless of where we're based.
Where can I read your other policies?
How do I reach a real person if my question isn't answered here?
Email support@myluxebackyard.com or call +1 609-354-7215, Monday through Friday, 9:00 AM to 5:00 PM Eastern Time. Messages sent outside these hours are answered the next business day.
Our team is glad to answer anything this page didn't cover
We're available Monday to Friday, 9:00 AM to 5:00 PM Eastern Time. Messages sent outside these hours are answered the next business day.
Navarro Living LLC (Company Registration No. 0451 452883, EIN 42-2132746) is an independent retailer of pergolas, gazebos, patio furniture, fire pits, saunas, and cold plunges, and is not the manufacturer of these products unless specifically stated on a product page. Brand and manufacturer names referenced on myluxebackyard.com are used solely to identify genuine products and do not imply manufacture by Navarro Living LLC.
This FAQ page was last updated and is effective as of July 2, 2026. It is reviewed regularly and may change as our product range, suppliers, or policies change. For the governing terms on any topic covered here, please refer to the linked policy page rather than this summary.
