Here are answers to the questions we hear most often at Mister Backyard. If your question is not covered below, email us at contact@misterbackyard.com and we will be glad to help.
1. How long will my order take to arrive?
- Processing: 1–2 business days (Monday to Friday). Orders placed after 5:00 pm (Sydney time) are processed the next business day.
- Transit: 6–12 business days (Monday to Friday).
- Estimated total: 7–14 business days from the order date, depending on your address.
Every order is sent with tracking. Our Shipping Policy has the full details.
2. Is shipping free?
Yes. Free standard shipping on all orders to street addresses anywhere in Australia. All prices include any import duties and taxes, so nothing more is charged at checkout or on delivery.
3. Who runs Mister Backyard, and where do orders ship from?
Mister Backyard is an online store based in Wyoming, United States, and we sell to customers in Australia. Orders are dispatched by our logistics partners from their warehouses outside Australia, not from our business address.
4. What should I do if my item arrives damaged or faulty?
If it is damaged in transit or is not what you ordered, email contact@misterbackyard.com within 48 hours of delivery quoting your order number, explaining what happened and attaching photos. Once we have reviewed it, we will send a replacement or give you a full refund, at no cost to you. If a fault appears later, contact us at any time: you are covered by the Australian Consumer Law (ACL).
5. Can I cancel my order?
Yes, as long as it has not been dispatched yet: email contact@misterbackyard.com with your order number for a full refund. If the order is already on its way, wait for it to arrive and then use our return process.
6. What is your return policy?
You can request a return within 30 days of delivery. Items must be unused and in their original packaging. Email us first to receive a Return Authorization, then send the item to our returns address: 301 East E St, Casper, WY 82601, United States. Return shipping is free for faulty, damaged or incorrect items and paid by the customer for change-of-mind returns. Change-of-mind returns must not have been assembled, installed, used or connected to gas, and must be sent with a tracked service within 7 days of approval. See our Refund Policy for the full conditions.
7. When will I receive my refund?
We inspect returns within 2 business days of receiving them, and approved refunds are issued within 10 business days to your original payment method. Your bank may take a few more days to show the funds.
8. Are your products covered by a guarantee?
Yes. Like every business selling to Australian consumers, our products come with consumer guarantees under the Australian Consumer Law (ACL). If a product has a major failure, you are entitled to a replacement or a refund. These rights are in addition to our 30-day return policy.
9. How can I contact customer service?
Email contact@misterbackyard.com or call +1 (307) 248-6670. Our hours are Monday to Friday, 9:00 am – 5:00 pm (Sydney time), and we reply within 24 hours on business days.
10. Do you ship outside Australia?
Not at the moment. We only deliver within Australia.
11. Do you have a showroom I can visit?
No. Mister Backyard sells exclusively online, and orders are sent from our partner warehouses, so we are not able to offer in-person viewing or collection.
12. Where can I find the size of a product?
Dimensions are listed in the Specifications section of a product page when the manufacturer provides them, and many products also show a dimensions image. If you need a measurement that is not listed, email contact@misterbackyard.com before ordering and we will check it for you.
13. Can you help me choose the right product?
Of course. Email contact@misterbackyard.com describing your space, for example its size and how you plan to use it, and our team will reply with suggestions.
14. How do I track my order?
As soon as your order is dispatched, we email you a tracking number. You can also enter your order details on our Track Order page to see where your parcel is.
Contact Information
Store name: Mister Backyard
Address: 301 East E St, Casper, WY 82601, United States
Email: contact@misterbackyard.com
Phone: +1 (307) 248-6670
Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (Sydney time)
We respond within 24 hours on business days.