Elementi Plus Meteora Sandstone Rectangular Fire Pit

Lux Yard and Homes Shipping Policy

At Lux Yard and Homes, we partner with premier freight carriers to deliver your patio furniture safely. Because our pieces are high ticket and often extraordinarily heavy, we offer tailored delivery tiers to suit your needs.

1. Our Insured Delivery Tiers

Every single shipment from Lux Yard and Homes is fully insured against transit damage at absolutely no additional cost to you.

Complimentary Insured Threshold Delivery (Free for Qualifying Weight Profiles): The carrier will lower the shipment from the truck and place it on your porch, garage, or front door. Please note that exceptional statement pieces exceeding ninety six inches in length or weighing over one thousand pounds do not qualify for threshold delivery due to lift gate safety limits. The carrier will not bring items inside your home or unpack the crates.

Room of Choice White Glove Upgrade (Rates Start At £249): A skilled two person team will bring the packaged items inside your home and place them in your specific room of choice. Please note that this tier does not include unpacking, assembly, or debris removal.

White Glove and Premium Placement Upgrade (Rates Start At £399): This is our premier service. A professional team will bring the items into your room of choice, unpack the freight, provide up to 30 minutes of light setup (such as attaching dining table tops to bases), and completely remove all massive crating debris from your property.

Standard Parcel Delivery (For Accessories and Small Items)

For smaller items, protective covers, burner lids, and accessories, we utilize standard ground shipping carriers such as UPS, FedEx, or DHL. These shipments do not require a scheduled delivery window or signature. A flat base rate of twenty pounds is applied at checkout for standard ground delivery. The carrier will leave the package safely at your door.

White Glove Logistics Guide

For a detailed breakdown of our nationwide freight capabilities, property access requirements, and oversized cargo logistics, please review our comprehensive White Glove Delivery and Logistics Page .

2. Important Exceptions for Gas, Water, and Specialized Structures

For your safety and to comply with local building regulations, our premium delivery teams are strictly limited to freight transport and physical placement.

Gas and Water Features: Our teams will perform placement and debris removal for fire tables, indoor water fountains, and fire pit with water features. They cannot connect any gas lines, propane tanks, plumbing water lines, or specialized electrical wiring. All final gas and water connections must be completed by a locally licensed professional plumber, electrician, or gas fitter.

Gazebos, Umbrellas, and Marine Gear: Our delivery tiers cover the transport and placement of the packaged components only. Full assembly, structural anchoring of gazebos, heavy umbrella base anchoring, and inflating or deploying marine platforms or inflatable yacht docks are not included and must be handled by the buyer or a local contractor.

3. Critical Buyer Responsibilities

Inspection Window: You must inspect all crates and packages immediately upon arrival. In the rare event of transit damage, you must note the damage clearly on the driver delivery receipt and report it to us in writing with photos within 72 hours of delivery. Failure to report damage within 72 hours voids our ability to file an insurance claim with the carrier.

Property Access: It is the buyer responsibility to ensure that the delivery truck can safely access your street and that all doorways, hallways, and stairwells are large enough to fit the dimensions of your ordered piece.

Delivery Windows: All freight delivery dates and transit times are nonbinding estimates. Lux Yard and Homes is not liable for structural delays caused by carrier schedules or weather conditions.

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At Lux Yard and Homes, your satisfaction is our top priority. We know that sometimes a product may not meet expectations, arrive with damage, or require an exchange. To give you peace of mind, we’ve built a clear, fair, and comprehensive 30-Day Return and Refund Policy.

Easy Returns Within 30 Days

If you’re not completely satisfied with your purchase, you may return the product within 30 days of the delivery date for a refund, subject to the conditions below.

Return Conditions

Item must be unused and in new condition.

Item must be returned in its original packaging with all accessories, manuals, and parts included.

Photographic evidence of the item’s condition is required before approval.

Products not returned in original condition (e.g., used, missing parts, damaged packaging) may not qualify for a refund.

Simple Return Process

Initiate Return

Email sales@luxyardandhomes.com with your order number and request for a refund.

Attach clear photos of the item, packaging, and SKU label to expedite review.

Review & Approval

Our team will review your request within 24 hours and respond with next steps.

Return Shipping

Once approved, you’ll receive a return address to ship your item to.

Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.

Refund Processing

After we receive and inspect your return, refunds are processed within 7–10 business days.

Refunds are issued to your original payment method.

Restocking Fee

Due to the size and specialized handling of our outdoor living products, all returns (except for items damaged in transit) are subject to a 20% restocking fee.

This fee covers handling, shipping, and restocking costs.

The fee is non-refundable and will be deducted from your refund.

Cancellations (Before Order Ships)

To cancel and receive a full refund, please contact us immediately at sales@luxyardandhomes.com before your order ships.

If your order has already shipped, it will need to be processed as a return, and both return shipping fees and the 20% restocking fee will apply.

Custom & Made-to-Order Products

Final Sale: Custom or made-to-order items cannot be canceled or returned once production begins.

These products are built specifically for you and enter production shortly after ordering.

Custom products remain fully protected by the manufacturer’s warranty.

If unsure whether a product is custom-made, please contact us prior to purchase.

Exchange Policy (14 Days)

You may request an exchange within 14 days of the delivery date.

Exchange Conditions

Item must be unused, unopened, and in original packaging.

Exchanges are subject to product availability.

Customer is responsible for all shipping costs associated with the exchange.

The 20% restocking fee applies unless the item was delivered damaged.

Exchange Process

Contact sales@luxyardandhomes.com or call 254-503-5382 to request an exchange.

Ship the original item back securely.

Once inspected and approved, we will ship your replacement item.

If your requested exchange is unavailable, you may select an alternative product or receive a refund (minus applicable fees).

Damaged or Defective Items

If your order arrives damaged:

At Delivery: Make a note of damage when signing and, if necessary, refuse delivery.

After Delivery: Report damage within 24 hours by emailing photos of the item, box, and SKU label to sales@luxyardandhomes.com .

⚠️ Important: Visible exterior damage (punctures, dents, or tears) must be reported within 24 hours to qualify for a freight claim.

Product Warranty

Warranty terms vary by manufacturer and are detailed on individual product pages.

Warranties typically cover defects in materials or workmanship, not transit damage or misuse.

Please contact us for warranty assistance on eligible items.

Chargebacks

We are committed to resolving any issue directly with you. Before filing a chargeback with your credit card company, please contact our support team—we’ll work with you to find a solution quickly and fairly.

Customer Support

Our dedicated team is available 24/7 to assist you.

Phone: +1 (254) 503-5382

Email: sales@luxyardandhomes.com

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