Skip to content
Welcome to BACKYARD SUPPLY DIRECT! Chat with an Expert: 1-732-320-9269
WELCOME TO BACKYARD SUPPLY DIRECT!

FAQ — Frequently Asked Questions

Frequently Asked Questions

Have a question? You're in the right place. Browse the most common questions below, or call us at 1-732-320-9269 — Mon–Fri, 9am–5pm EST.

Ordering & Payment

What payment methods do you accept?

We accept all major credit cards (Visa, Mastercard, American Express, Discover), Shop Pay, Apple Pay, Google Pay, and PayPal. Shop Pay Installments allows you to split your purchase into bi-weekly or monthly payments — 0% APR available on qualifying orders up to $30,000. See full financing details.

Can I finance my purchase?

Yes. Shop Pay Installments is available at checkout on qualifying orders. Select "Shop Pay" at checkout to see your installment options — no hard credit pull to check your rate. Plans available from 4 bi-weekly payments to 24 monthly payments. Full financing information here.

Do you offer a price match guarantee?

Yes. If you find the same product at a lower price from an authorized dealer, contact us before you order and we'll match it. Call 1-732-320-9269 or email support@backyardsupplydirect.com.

Is it safe to place large orders online?

Absolutely. Our checkout is secured by SSL encryption and processed through Shopify Payments — the same infrastructure used by millions of merchants worldwide. We are an authorized dealer for every brand we carry and honor all manufacturer warranties.

Shipping & Delivery

Do you offer free shipping?

Yes — shipping is always free on every order to the continental United States, with no minimum purchase required. There are no freight surcharges or hidden shipping fees at checkout.

How long does shipping take?

Shipping times vary by product:

  • HPC pizza oven accessories, fire pit covers, small accessories: Ships within 24–48 hours. Typically arrives in 3–7 business days.
  • HPC fire pit kits, pizza ovens, smoker: Ships within 1–2 business days via freight carrier. Delivery in 5–10 business days.
  • The Outdoor Plus fire bowls and fire pits: Made to order. Ships within 2–3 weeks.
  • SaunaLife outdoor sauna kits: Ships free freight. Delivery timeline varies by model — typically 1–3 weeks.
  • Harvia heaters and controls: Ships within 1–3 business days.
  • Indoor saunas (Kohler, ThermaSol): Freight delivery by appointment. Contact us for current lead times.
  • Pergolas: Ships to continental US. Contact us for current timeline.
  • Kohler Cold Plunge: White glove delivery included. Contact us for scheduling.

What is freight delivery?

Large items (saunas, pizza ovens, pergolas) ship via freight carrier rather than UPS/FedEx. A freight carrier will contact you to schedule a delivery appointment. Someone must be present to receive and inspect the shipment. Inspect all items carefully before signing the delivery receipt — note any damage on the delivery receipt and contact us immediately if there is a problem.

Do you ship outside the continental US?

Most products ship to the continental 48 states only. Contact us for Alaska, Hawaii, or international shipping inquiries — 1-732-320-9269.

Products & Specifications

What gas type do your fire pits and pizza ovens use?

Most products are available in both Liquid Propane (LP) and Natural Gas (NG) configurations. Select your fuel type at the time of purchase — this is a pre-purchase choice that determines the orifice and regulator configuration and cannot be changed after the fact without returning the unit.

Can I convert from LP to Natural Gas (or vice versa) later?

Some HPC products offer conversion kits; others do not. Contact us before purchasing if conversion is a possibility — we'll confirm what's available for your specific product.

What size sauna heater do I need?

Heater sizing is based on the cubic volume of your sauna room (length x width x height), adjusted upward for hard surfaces (tile, concrete), large glass panels, and exterior walls. As a baseline, plan for 1kW per 45 cubic feet for a standard wood-paneled sauna. See our complete sauna heater sizing guide or call us at 1-732-320-9269.

Do sauna heaters require a separate control panel?

Yes. All Harvia electric sauna heaters require a compatible digital control panel purchased separately. The control panel manages the timer, temperature setpoint, and safety shutoff. See our sauna controls collection for compatible options.

What electrical requirements do sauna heaters have?

All Harvia electric sauna heaters require a dedicated 240V circuit installed by a licensed electrician. Required amperage varies by heater (25A–42A). Have this circuit installed before your heater arrives. See our installation guide for specific requirements by heater model.

Do the outdoor sauna kits include a heater?

No. SaunaLife outdoor sauna kits ship without a heater — the heater is purchased separately. This lets you match the heater output precisely to the sauna's room volume. We can help you identify the right heater for your specific kit — call 1-732-320-9269.

Do I need a natural gas line for the pizza ovens?

Only if you choose the Natural Gas (NG) configuration. LP (Liquid Propane) versions connect to a standard 20 lb or larger propane tank — no gas line installation required. Natural Gas versions require a dedicated gas line run by a licensed plumber. See installation requirements.

How hot do the HPC pizza ovens get?

All three HPC pizza oven models (Forno, Villa, Di Napoli) reach 900°F+ operating temperatures — the range required for authentic Neapolitan-style pizza with a 60–90 second cook time. This applies to both wood and gas operation.

Returns & Warranties

What is your return policy?

Please review our full return and refund policy for complete details. Generally, products must be returned in original condition and packaging within the specified return window. Made-to-order products (Outdoor Plus fire bowls, some sauna models) may have different return terms — contact us before ordering if this is a concern.

What warranties are included?

All products include their full manufacturer warranties:

  • Pergolas: 10-year frame warranty
  • Kohler products: Kohler warranty program (5 years on C1 sauna)
  • Harvia heaters: Harvia manufacturer warranty
  • HPC products: HPC manufacturer warranty
  • The Outdoor Plus: Made in USA manufacturer warranty
  • SaunaLife: Structural warranty on Thermo-Spruce components

What happens if my product arrives damaged?

Inspect all deliveries before signing the delivery receipt. If there is visible damage, note it on the receipt before signing. Contact us immediately — same day if possible — with photos of the damage. We will arrange repair, replacement, or credit depending on the situation. Do not refuse the delivery without contacting us first.

Pre-Purchase Consultation

Can I talk to someone before I order?

Absolutely — and we strongly encourage it for purchases over $2,000. Our team knows every product in the catalog and can help you spec the right configuration, identify the accessories you'll need, and answer any installation or compatibility questions. Call us at 1-732-320-9269, Monday–Friday 9am–5pm EST. There is no pressure — we're here to help you get it right.

Still have questions?
Call: 1-732-320-9269
Email: support@backyardsupplydirect.com
Hours: Monday–Friday, 9am–5pm EST