Questions about your order? Start here.

Log in at your account and look under Order history. Clicking the order number opens it with its payment status, fulfillment status and tracking once tracking is available. If you do not have an account yet you can create one on that same page.

Checked out as a guest, or would rather not log in? Contact us with your order number and we will tell you exactly where it stands. Order tracking · Contact us

No. You can check out as a guest. An account keeps your order history, tracking and saved addresses in one place, which makes checking on an order and reordering parts a great deal easier. You can create one here in about a minute.

Log in at your account. Every order placed on that account is listed under Order history with its date, status and total, and each order number opens the full order. Saved addresses live under Account details.

If you ordered as a guest, contact us with the name, email address or phone number used on the order and we will pull it up for you.

Usually not. A tracking number is created when the shipping label is generated, which normally happens before the carrier physically collects the shipment. Movement appears after the carrier's first scan, and that timing is controlled by the carrier rather than by us.

Orders can ship from more than one location, so items may travel separately, carry their own tracking numbers and arrive on different days. One box arriving on its own does not mean anything is missing.

Contact us as soon as possible. Once an order has entered fulfillment or shipped, the address may no longer be changeable. Orders returned because of an incorrect or incomplete address may be subject to additional shipping and redelivery charges.

Contact us and tell us what happened, including any error message you saw and which items you were trying to buy. We will help you get it sorted.

Yes. If the order has not shipped yet, cancellation is free. Contact us as soon as you can and we will cancel it and refund you in full. Calling is quickest, since it stops the order before it moves.

Once an order has shipped, it becomes a return rather than a cancellation, and the return terms apply. Return and exchange policy

Yes, as long as the order has not shipped. Call us immediately and we will add to it or change it for you. Email works too, but the phone is quickest because orders can move fast once processing starts.

631-678-6506, Monday to Friday, 9:00am to 5:00pm ET.

Items too large or heavy for parcel carriers move by freight, usually on a pallet, on a truck with a lift gate. Around 828 products in our catalog ship this way, including heaters, heat pumps, hot tubs, large filters, fireplaces, grills, fire pits and complete equipment packages.

Yes. Freight arrives with lift gate service and is delivered curbside. The driver lowers the pallet to the ground but is not responsible for moving it into your backyard, patio, garage or installation location. Arrange help in advance if you will need it.

Yes. The carrier will contact you to arrange delivery, and someone needs to be available to receive and inspect the shipment. Some freight deliveries require a scheduled appointment and a signature on arrival.

Check every side of the pallet and the product before signing the delivery receipt. Signing without noting visible damage accepts the shipment in good condition, which makes a carrier claim much harder to file afterwards. On heaters and hot tubs, check connections, valves and control panels before the driver leaves.

Either the destination is one of the six quote-required states, or the pallet is oversized enough that the standard freight allowance does not cover it. We will send the quote before the order ships, and freight charges need to be approved and paid before it moves.

Tell us in advance so we can coordinate access with the carrier. Limited-access destinations sometimes need a smaller truck or a different delivery method, which can carry an additional cost.

It applies to qualifying palletized freight shipments to 44 states and DC. It does not apply to parcel orders, which are calculated at checkout. Oversized pallets may still require an additional freight quote even inside that zone.

21 calendar days from the date of delivery. Requests made after that may be denied or subject to a restocking fee.

Yes. All returns require prior written authorization from Aqua Terra Backyard, and unauthorized returns will not be accepted. Start a return request

Unused, uninstalled and in complete original packaging, with all components, manuals, labels, protective materials and manufacturer seals, and no cosmetic or internal damage, installation marks or modification.

On approved returns, a return label, or a Bill of Lading for items over 100 lbs, may be arranged by us at the customer's expense, and the cost may be deducted from the refund or charged separately. If the item arrived damaged or incorrect, you are not responsible for the freight.

A restocking fee applies to returns that are the customer's responsibility, such as buyer's remorse or an item ordered in error, and to any return requested after the 21 day window.

No. Products that have been installed, plumbed, wired, mounted, tested, used, modified or damaged are not eligible for standard return. If the unit has failed, the manufacturer warranty is the route from that point on. Warranty procedure

We handle exchanges case by case rather than through an automated process. Contact us with your order number and what you need instead and we will go through the options with you. The return requirements still apply to the item coming back.

Refunds go back to the payment method originally used, once the return has been received, inspected and approved. The amount may be reduced by restocking, refused-delivery charges and return shipping. Original outbound shipping is not refundable.

Special order, manufacturer-direct, backordered and build-to-order products, custom or cut-to-size items, installed or used equipment, electrical components, chemicals and liquids, and anything missing its original packaging, labels, manuals or seals. Some items are marked final sale on the product page. Full policy

Visa, Mastercard, American Express, Discover and Diners Club, plus PayPal, Shop Pay, Apple Pay, Google Pay and Amazon Pay at checkout.

Prices on the site are shown before tax. Sales tax is calculated at checkout based on the shipping destination, and shipping charges are taxable.

Use the contact page and choose Tax exemption as the reason. We will reply with the exemption form to complete. Request the form

If you find the same product for less somewhere else, send us the link. We will look at the all-in price including shipping, tax and warranty coverage and come back to you.

Yes. Send the list or the project details through the contact page and we will put a quote together. This is also the route for commercial and tax-exempt purchasing.

Not at this time. Checkout accepts all major credit cards along with PayPal, Shop Pay, Apple Pay, Google Pay and Amazon Pay.