FAQs

Orders & Shipping

**How long does it take to process my order?**
Orders are usually processed within 1–2 business days. Once your order leaves our warehouse, delivery time depends on your location and chosen shipping method. For most Canadian addresses you can expect delivery within about a week.

**Do you ship internationally?**
Yes! We ship across Canada, the United States and internationally. Customers outside Canada are responsible for any customs duties or import taxes charged by their country’s postal authorities.

**What are your shipping rates?**
Orders over $75 before taxes qualify for free standard shipping within Canada. Below that threshold, shipping costs are calculated at checkout based on the weight of your order and where it is being delivered.

**How can I track my order?**
When your order ships you will receive an email with a tracking number. You can also log in to your account on our website to check the status of any order.

Returns & Exchanges

**What is your return policy?**
If you’re not completely satisfied, you may return unused products within 30 days of receiving them for a refund or exchange. Products must be in new condition with all original packaging. Shipping fees are non refundable and a restocking fee may apply for used or damaged items.

**How do I start a return or exchange?**
To initiate a return, contact our customer service team at support@backyardgolf.ca with your order number, the item you’d like to return and the reason for the return. We’ll provide a return merchandise authorization (RMA) and instructions for sending the product back.

**Can I cancel or change my order?**
If you need to cancel or modify an order, please email us within 12 hours of placing it. Once an order has begun processing or has shipped we are unable to make changes.

Product Care & Warranty

**How long will my hitting mat last?**
Our hitting mats are built for durability. High‑use driving ranges typically get 2–3 years of heavy use from a 5×5 mat, while home users can expect 5 years or more when they rotate the mat and hit from different areas. Storing the mat under cover and rotating it periodically will prolong its life.

**Will the mat stain my clubs or leave green marks?**
We use high‑quality nylon fibers for our turf. Nylon has the highest melt and abrasion resistance of any synthetic turf fiber. It typically will not melt onto your clubs, but as the mat ages some green residue may appear.

**Can I leave my mat outside?**
Yes. Most golf facilities leave their mats out year‑round. Our mats are designed to withstand rain and snow, but storing them indoors or under cover when not in use will extend their life and keep them looking fresh.

**What surfaces can I place my mat on?**
Our hitting mats are designed to perform on any flat, firm surface. Each mat has a shock‑absorbing foam pad; you can place it directly on concrete, a piece of plywood or level grass.

**Do the mats dry quickly if they get wet?**
Yes. The turf and pad drain quickly; in sunny or windy conditions they dry out fast. Flipping the mat over can help water run off more quickly.

**Are your mats made from nylon or another material?**
We use premium nylon fibers because they offer the best durability and feel for golf practice.

**Can I use real tees with your hitting mats?**
Most of our mats are designed to accept real wooden or plastic tees. Rubber range tees are available separately if you prefer.

**Do your products come with a warranty?**
All of our products are backed by a one‑year limited warranty against manufacturing defects. Our commercial‑grade hitting mats include a three‑year warranty when used as intended. Warranty coverage does not include normal wear and tear or damage caused by misuse.

**Are your products weather‑resistant?**
Yes. Our mats and practice aids are made from durable, weather‑resistant materials. For best results, store them indoors when not in use and avoid long periods of direct sunlight or extreme temperatures.

Payment & Pricing

**What payment methods do you accept?**
We accept major credit cards (Visa, Mastercard, American Express), PayPal and other secure payment options displayed at checkout.

**Is my payment information secure?**
Absolutely. Our checkout uses SSL encryption and we partner with trusted payment processors so your payment details are safe.

**Do you offer bulk or wholesale discounts?**
Yes – if you’re purchasing equipment for a golf course, school or training facility, please contact us for a bulk quote.

Product Information

**Do your hitting mats come with tees or balls?**
Unless stated otherwise on the product page, tees and practice balls are sold separately so you can choose the styles that suit your needs.

**What are limited flight practice balls?**
Limited‑flight balls are practice balls engineered to travel shorter distances while still providing realistic feedback. They’re ideal for confined spaces or small practice ranges.

**Do you offer different sizes and styles of mats and nets?**
Yes. Many of our products are offered in a range of sizes and configurations. Product pages detail the available options.

Contact & Support

**Where are you located?**
Our headquarters are in Surrey, British Columbia, Canada, and we ship products across Canada, the U.S. and internationally.

**How can I reach customer service?**
You can reach us at support@backyardgolf.ca or via the contact form on our website. Our service hours are Monday–Friday, 9 AM–5 PM Pacific Time.

**Do you sell gift cards?**
Yes. We offer digital gift cards in multiple denominations. After purchase you will receive an email with instructions for redeeming the card at checkout.

**Do your products include instructions?**
Yes. Each product ships with user instructions or includes a link to an online manual. Product pages also include tips and videos on proper use.