Site Maintenance & Service Interruption Policy
If the site ever goes down, your order and your card details don't.
My Luxe Backyard runs on Shopify's hosted platform, and like any online store, myluxebackyard.com occasionally needs planned maintenance and can experience unplanned outages. This page explains what that looks like in practice: how we schedule maintenance, what happens to an order or payment caught mid-interruption, how pricing or inventory glitches are handled, and how to reach us the moment something breaks.
A plain account of how we handle downtime and disruptions
My Luxe Backyard is owned and operated by Navarro Living LLC and sells exclusively through myluxebackyard.com, which is built and hosted on Shopify's platform. Shopify maintains its own infrastructure, security, and payment processing systems, and we rely on that platform for hosting, checkout, and order storage rather than running our own servers.
Because of that, most planned maintenance on this site is scheduled by Shopify at the platform level, along with periodic updates we make to our own theme, product listings, and apps. Unplanned interruptions can come from Shopify's infrastructure, our payment processor, a third-party app we use (such as reviews or live chat), or, less often, an issue on our own end. In every case, our priority is the same: protect your payment information, honor orders that were already placed, and tell you plainly what's going on and what it means for your purchase.
We wrote this page specifically for how myluxebackyard.com actually operates. It isn't a copied template, and we update it as our platform, apps, or processes change.
What the words in this policy actually mean
Technical terminology gets thrown around loosely. Here's exactly what each term means when we use it on this page.
Planned Maintenance
A scheduled, intentional update to the storefront, theme, checkout, or an installed app, typically performed during low-traffic hours to minimize disruption.
Unplanned Service Interruption
An unexpected outage or malfunction affecting the site, cart, checkout, or a related system, caused by a technical failure rather than a scheduled update.
Force Majeure Event
A significant event outside our reasonable control, such as a natural disaster, severe weather, regional power or internet outage, or disruption at a major cloud or hosting provider, that delays site operation or order fulfillment.
Order Confirmation
The electronic record and email we send once payment is authorized and an order is successfully placed. Under federal and state electronic transactions law, this record is treated the same as a signed paper confirmation.
How we handle the specific situations that can come up
Different types of interruptions call for different responses. Here's a transparent, scenario-by-scenario look at how each one is handled.
Planned Maintenance Windows
Typically Brief · Off-Peak HoursRoutine platform, theme, or app updates are scheduled where possible during lower-traffic periods and are usually brief. Where we control the timing, we aim to avoid known high-traffic windows such as active promotions.
Checkout & Payment Outages
No Charge On A Failed TransactionIf our payment processor or Shopify's checkout is temporarily unavailable, a transaction that fails to complete is not charged to your card. If you see a pending charge for an order that never confirmed, contact us and we'll help resolve it with your bank or card issuer.
Site-Wide Unplanned Outages
Hosting & Infrastructure IncidentsIf myluxebackyard.com is unavailable due to an outage at Shopify or a connected service, we monitor the situation and resume normal operation as soon as the underlying platform is restored. We don't control Shopify's infrastructure directly, so restoration timing depends on their resolution.
Orders Placed During An Interruption
Confirmed Orders Are HonoredIf your order fully processes and you receive an order confirmation email, that order stands even if the site experiences an interruption shortly afterward. If an interruption caused a delay in confirmation or processing, we extend the affected handling timeline accordingly and let you know.
Pricing Or Inventory Display Errors
Corrected Promptly · You're NotifiedA technical glitch during an outage can occasionally display an incorrect price or stock status. Where that happens, we correct the listing promptly, and if it affected an order you placed, we'll contact you before processing further, with the option to confirm at the correct price or cancel for a full refund.
Force Majeure & Regional Events
Severe Weather · Carrier DelaysSevere weather, natural disasters, regional power or internet outages, or major carrier disruptions can affect both site availability and shipping timelines beyond what's described in our Shipping Policy. Where this happens, we communicate the expected impact and give you the option to wait or cancel for a full refund on an unshipped order.
The federal and state law behind this policy
This page is written to operate within, not around, the laws that already govern online orders, electronic confirmations, and delivery timing. Two bodies of law matter most here.
FTC Mail, Internet, or Telephone Order Rule
Electronic Transactions Law
This section is provided for transparency and general information. It is not legal advice. If you have questions about how these laws apply to your specific situation, we'd encourage you to contact your state consumer protection office or a qualified attorney.
Downtime doesn't cancel your order
A confirmed order is confirmed, even if the site itself goes offline five minutes later. We don't reverse, void, or lose track of an order because of a subsequent outage. Where an interruption affects processing time, we simply adjust the handling window and let you know, rather than treating your order as if it never happened.
This doesn't reduce your other rights
Nothing on this page limits your ability to dispute a charge with your card issuer, file a complaint with a state or federal agency, or pursue any remedy available to you under consumer protection law. We would simply ask that you also give us the chance to resolve it directly and quickly.
What happens behind the scenes when something breaks
We detect and confirm the issue
Whether flagged by our own monitoring, Shopify, or a customer report, we confirm scope before making any changes.
We protect orders and payment data
Payment information stays within Shopify's PCI-compliant systems throughout; we don't take any action that would expose or duplicate card data.
We communicate realistic timing
Where an interruption affects order processing or delivery, we reach out with a clear, honest estimate rather than guessing or staying silent.
We follow up once resolved
Once normal service resumes, we confirm affected orders individually so you know exactly where things stand.
Independent places to learn more or raise a concern
These federal, state, and standards resources exist for any online shopper, anywhere, and operate independently of My Luxe Backyard. We'd still encourage you to contact us first at support@myluxebackyard.com so we can help directly and quickly.
FTC Mail, Internet & Telephone Order Rule
The federal rule governing shipping timeframes, delay notices, and your right to cancel a delayed order.
Read the FTC's ruleFTC Report Fraud
File a report about a deceptive or unfair business practice, including an unresolved order or billing issue.
File a reportNew Jersey Division of Consumer Affairs
The state consumer protection office for Navarro Living LLC's registered address, for complaints that can't be resolved with us directly.
Visit the DivisionPCI Security Standards Council
Independent information on how payment card data is protected under the standards Shopify's checkout is certified against.
Learn about PCI DSSFiling a report or inquiry with any of these agencies or organizations is free, voluntary, and entirely separate from contacting us directly.
Site or order issue? Talk to our team
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) operates myluxebackyard.com on Shopify's hosted e-commerce platform. This policy describes our current practices for handling planned maintenance and unplanned service interruptions; it is not a guarantee of uninterrupted site availability, and actual resolution timing for a platform-level incident depends in part on our hosting and payment providers.
This policy was last updated and is effective as of July 1, 2026. It is reviewed regularly and may change as our platform, providers, or applicable law change. For order timing under normal conditions, see our Shipping Policy, for returns, see our Return & Refund Policy, and for how we collect and use your information, see our Privacy Policy.
