Answers, in detail.

Your product is not pulled from a warehouse shelf. It is made for you after you place your order, to the configuration and finish you select. Most orders ship within 5 to 15 business days of order confirmation, depending on the maker and finish selections. It also means every piece has been made once, for one household.

On most pieces, yes. Sauna dimensions and heater options, fire pit fuel type, and upholstery on outdoor furniture are all commonly adjusted. Speak to us before you order, and our design team will confirm what is possible for the specific product you are interested in.

Most orders ship within 5 to 15 business days of the date your order is confirmed, with delivery typically following within 7 to 21 business days depending on the maker, your location, and finish selections. End to end, most orders arrive within 2 to 12 weeks of confirmation. Our outdoor cedar saunas (Auris) ship in 15 to 65 business days; our infrared saunas (Lumin) and the Frost cold plunge ship in 15 to 30 business days. Your confirmed lead time will be included in your order confirmation email.

Within 1–2 hours you will receive a personal email from our team confirming your order details, lead time, and delivery contact. For larger pieces (saunas, shade structures, and built in fire features), we will schedule a brief call to confirm site dimensions and access before production begins.

Changes can usually be made within 48 hours of placing your order, before your piece enters the production queue. After that, cancellations may incur a restocking or fabrication fee depending on how far along production is. Contact us at hello@thebackyardlegacy.com as soon as possible if you need to make a change.

White glove freight means your product arrives with a specialist two person delivery team, not a standard courier. Where it applies, they bring the piece to your specified location (home, patio, deck, or garage) and assist with unpacking and placement. White glove service is available on select collections; every order includes complimentary insured freight to the contiguous 48 states.

Every order includes complimentary insured freight; white glove placement is available on select collections. Full installation (gas line connection for fire features and electrical for saunas) requires a licensed contractor and is handled separately. We can advise on what a qualified installer will need and, in some regions, refer you to trusted trade partners.

We deliver to all 48 contiguous states with complimentary insured freight. Hawaii, Alaska, and Puerto Rico are available for a flat $1,000 freight fee, and Canada is available on request. Contact us before ordering to confirm options for your location.

A 30 minute conversation with no agenda. We will talk through your space, how your family wants to live at home, and what you are hoping to build. At the end you will have a clear sense of what is realistic, whether that points to a product, a design concept, or something we do not sell.

Every inquiry that reaches our design team receives a short concept document with recommended products, suggested configuration for your space, and an honest note on lead time and budget range. It is free and carries no obligation to purchase.

For larger projects, such as a full sauna and cold plunge retreat or a multi-space project with shade, a fire feature, seating, or interiors, the paid design package provides CAD drawings, material specifications, a phased budget breakdown, and a contractor briefing pack. It is for clients who are ready to commit to a serious transformation and want everything documented properly from the start.

Because every product is built to order, we do not accept returns on change of mind purchases once a piece enters production. For products that arrive damaged or defective, we will arrange collection and either a full replacement or a complete refund at no cost to you, whichever you prefer. Inspect your delivery carefully on arrival and note any damage on the delivery receipt before the team leaves.

Two separate things cover your piece, and it is worth knowing which is which.

The manufacturer’s warranty. Every product carries one, registered to you at purchase. The term is set by the maker and varies by product. It is a minimum of one year and longer on many pieces. The exact term for the product you are looking at is shown in its specifications, which is why one product page may say five years where another says two.

Our lifetime structural warranty. On our made to order furniture and structures we add our own cover on top of the maker’s, for the life of the product: primary load bearing components (frames, structural welds, and concrete castings) against defects in materials and workmanship under normal residential use. It transfers to a subsequent owner at the same address.

Surface finishes, upholstery, moving parts, and consumables carry separate component terms, and our sauna and cold plunge collection carries dedicated manufacturer warranties. All of it is set out on our Warranty Information page and in the warranty card included with your delivery.

Email hello@thebackyardlegacy.com with your order number, a description of the issue, and photographs if applicable. We will respond within 1–2 hours with next steps. Most structural claims are resolved through direct replacement of the affected component; we do not ask customers to ship large items back.

The Backyard Legacy is a registered trade name of Genera Group LLC, based in the United States.

Address: 30 N Gould St, STE R, Sheridan, WY 82801, United States
Phone: +1 (888) 814-7729
Email: hello@thebackyardlegacy.com
Support hours: Monday to Saturday, 9am to 5pm EDT