Frequently Asked Questions
1. Where you are located and are you open to the public?
Backyard X-Scapes is located at 10835 Sorrento Valley Rd San Diego, CA 92121. We are right by the 805 and 5 freeway split. Of course! Anyone is welcome to our warehouse, stop by and explore.
2. What are your hours?
We are open from 8 A.M. - 4:30 P.M. Monday-Friday, 10 A.M - 5 P.M. Saturday-Sunday.
3. Where do you ship?
We ship anywhere in the continental U.S. Please contact firstname.lastname@example.org for information on Hawaii shipments.
4. Do you offer free shipping?
Free shipping is offer on products that are marked free shipping. Any product that does not state "free shipping" will need to be provided with a shipping cost by our customer service reps.
5. How long does it take to receive my items?
Products are either ship via FedEx or via LTL carriers. Shipping lead times can range from 1-14 business days after the order has been processed. Please refer to Shipping and Returns for more details.
6. Is your bamboo products treated?
No, our bamboo products are not treated. Customers will need to seal their product using an oil-based, UV resistant wood sealer. Click here for recommended products.
7. I have a regular market umbrella, will the thatch umbrella cover work?
No, the market umbrella frames will not withstand the weight on the umbrella covers.
8. I have an existing palapa frame, call someone help me calculate how much thatch I will need to replace it?
Yes. Our sales rep will help with your calculations. Please contact us at 866-222-1422 with all your details and we provide you with the estimated amount you will need.
9. What are your fountains made of?
The fountains are constructed of poured cement with rebar support.
10. What is your lead time on fountains?
Most fountains are made to order and specify to the color you have chosen. Depending on the manufacturer and time of year, lead time can be between 2-8 weeks.
11. Do you deliver and install fountains?
Deliveries and installations are only valid for customers in the southern California area. For any other area including out of states, curbside deliveries will only be offered.
12. What is your return policy?
Customers have 30 days from the delivered date to return their order. Customer must contact Backyard X-Scapes for return authorization. Restocking fee may apply. Customer is responsible for return shipping. Please refer to Shipping and Returns for more details.