Due to circumstances beyond our control related to COVID-19, we are taking the necessary measures to ensure the safety of our team and are operating with minimal team members. We are working hard to process and fulfill orders within 2 business days, however, we politely ask for your patience should fulfillment of your order extend this period.
Additional delays may also occur with carriers delivering parcels on our behalf. The tracking number provided to you upon fulfillment of your order will contain the most up-to-date information on your parcel, while in transit.
We appreciate your patience and understanding during this time.
Do you charge for shipping and if so, how much?
We offer everyday free shipping on all orders, without a minimum purchase requirement!
How long will it take to get my order?
Your order will be processed and shipped within 2 business days from when the order was placed. Once the order has shipped, normal estimated delivery times are between 2-8 business days, depending on the delivery location. For rural areas, delivery can take up to 14 business days for delivery.
Who will deliver my order?
FedEx is our primary parcel carrier, however UPS may be used as an alternative, depending on the delivery location.
Will my order arrive on a weekend?
Parcels will arrive between Monday through Friday, not including statutory holidays. Carriers may deliver on Saturdays, depending on the facility’s volume.
What method will be used to ship my order?
All orders are shipped via standard ground. We’ll ship your order at the earliest possible time to ensure a timely delivery.
Can I pay for expedited shipping?
At this time, we are not collecting payment for expedited shipping methods due to the minor delays our carriers may experience amidst COVID-19.
Will my tracking number provide me with a delivery date?
We are unable to guarantee a delivery date as transit times may vary. Your tracking number will provide a more accurate estimated delivery date.
*Please note, the delivery date is subject to change in the case of a minor delay due to weather conditions, mechanical failures, etc.
Where will my order ship from?
Your order will ship from either Surrey, BC, Canada or Auburn, WA, USA. The fulfillment location is dependent on current inventory quantities.
Where do you ship your products to?
Currently, we ship within the United States with the exception of Alaska, Hawaii, Puerto Rico, and the US territories.
Can you ship to PO boxes?
At this time, we are unable to ship to PO boxes and require a physical shipping address.
When will I see visible movement in the tracking information?
We recommend allowing 48 hours from the time your tracking number was received to see visible in-transit scans.
Do you include an invoice in the box and do you offer gift wrapping?
Your invoice/receipt will only be emailed to you. At this time, we do not offer a gift wrapping option and the Outland Living logo will be visible on the outer packaging.
I live nearby your fulfillment centre; can I pick-up my order?
We use a third-party fulfillment centre in Auburn, WA and for this reason do not allow local pick-ups, but feel free to take advantage of our everyday free shipping!
At Outland Living, we recognize the hesitation that comes with online shopping, which is why we offer a 30-day satisfaction guarantee. We think you’ll love your new outdoor addition, however, if you are not satisfied with your purchase for any reason, you may return your order for a full refund within 30 days – beginning on the day of receipt and as long as the following parameters are met.
- Product(s) must be returned within 30 days of receipt, using our pre-paid return label
- Product(s) must be returned in their original packaging and include all of the original package contents
- Must be in good condition
Please note: After the 30-day period, orders are no longer eligible for return.
Authorized returns must be refunded upon receipt as we are unable to process exchanges, at this time.
Orders that have been refused upon receipt or returned due to providing Outland Living with the incorrect shipping address are subject to a 20% fee, and this amount will be withheld during the time of refund.
If you would like to request the return of your order, please contact the Outland Living Support team at info@outlandliving.com or 1-888-514-1663 to receive a pre-paid return label and RA (Return Authorization) number.
Refunds
Once we receive your return, we will inspect it and and notify you of the status of your refund within two business days.
If your order is returned and does not meet our full refund eligibility requirements, you will be subject to a 20% restocking fee.
Once your order has been inspected, we will initiate a refund to your original method of payment. You will receive the credit within 3-7 business days, depending on your card issuer’s policies.
Shipping
The buyer will be responsible for paying for the return shipping costs. Shipping costs are non-refundable except in cases where there is an error or defect.
Packages returned to us that are refused, unable to forward, or undeliverable as addressed will receive a full refund less the shipping. Original shipping charges are non-refundable except in special circumstances or in cases where there is an error or defect.
Contact Us
If you have any questions or concerns about your product, please contact us:
#107 – 19052 26th Avenue
Surrey, BC, Canada V3Z 3V7
1 (888) 514-1663
info@outlandliving.com
