Missing / Damaged Items Policy

Please inspect all shipments immediately upon arrival. You must inspect goods at the time of delivery. 

Before your order is shipped, all merchandise is carefully inspected for damage and adequately packaged. Unfortunately, damages do occasionally occur during shipping. Before signing to accept your shipment, we encourage you to inspect all packages.

DELIVERY INSPECTION: You will be asked to sign a Bill of Lading (BOL) / Proof of Delivery (POD) when your shipment is delivered. Before accepting the delivery, please inspect all packages for any signs of damage or missing items in the presence of the delivery driver. 

Any damages or shortages must be noted on the BOL/POD at the time of arrival in order for a claim to be filed. 

If you are unable to perform an inspection at the time of delivery or the driver will not wait, please note on the BOL/POD: “DRIVER UNABLE TO WAIT FOR INSPECTION / RECEIVED WITHOUT CHECKING CONTENTS. MAY CONTAIN CONCEALED DAMAGE”. You may also refuse the shipment due to damage and are required to note that on the BOL. 

If damages are not documented at the time of delivery & the shipment is signed for without a “UNABLE TO INSPECT” notation, the delivery is considered to have been delivered in good condition and a damage claim cannot be filed if damage is later uncovered. Damage listed on the BOL/POD is the only recourse Backyard Charm Boutique will have to seek compensation from the carrier on your behalf.

To ensure the carrier’s liability in the event of a damaged/lost shipment, please make sure to do the following:

  • Count all boxes and/or pallets.

  • Examine the exterior packaging for any visible damage.

  • Unpack the shipment in front of the driver if you suspect damage has occurred to the product(s).

  • Immediately take photos of any damage to the goods and/or packaging.

  • Note the extent of the damage on the BOL/POD before signing. 

  • Retain ALL shipping boxes, packaging materials, and damaged item(s) for the carrier to inspect. Take photos of the exterior packaging, as well as of any interior packaging or protective materials.

  • Do not discard, repair, install, or otherwise alter a damaged item unless explicitly instructed to do so by Backyard Charm Boutique. 

  • Immediately report all damages or missing items in writing to Backyard Charm Boutique’ within 48 hours of receipt. Failure to notify us within this timeframe may affect the ability to have the item(s) replaced, repaired, or credited, as we cannot guarantee a claim can be filed with the carrier after 48 hours. Details & photos of the damage must be emailed to admin@backyardcharmboutique.com.

Once we receive the required information, we will work with the applicable manufacturer and/or carrier to determine the appropriate next steps.

Please do not contact the manufacturer directly with any claims. Damage or shortage claims pertaining to any shipments ordered from backyardcharmboutique.com must be submitted to & handled by Backyard Charm Boutique, Inc. directly.  

Backyard Charm will not be held responsible for any issues that arise as a result of the customer unloading the shipment or for any damage incurred after the BOL is signed. 

*This policy was last updated on: September 23, 2026