SHIPPING & RETURNS

Once your order ships, delivery typically takes 2-8 business days, depending on the destination. Your tracking number will keep you updated with the estimated delivery date. Please note, delivery times may vary due to holidays or weather, and rural areas may take up to 14 business days.

If your order has multiple items, they may ship separately, but no need to worry! They usually arrive within a day or two of each other, and you’ll get a tracking number for each item to follow their journey.

Parcels arrive Monday through Friday, excluding statutory holidays. In some cases, FedEx may deliver on Saturdays, depending on the facility’s volume.

We recommend allowing 48 hours from the time your tracking number was received to see visible in-transit scans.

We use a third-party fulfillment center in Auburn, WA, so we do not allow local pick-ups, but feel free to take advantage of our everyday free shipping!

We accept Visa, Mastercard, and Discover. Some Debit-Visa cards may also be accepted, depending on the card issuer's policies. However, we do not currently accept American Express.

When shopping online, it's essential to keep your sensitive and private information secure. To help ensure a smooth transaction, we have several safeguards in place. If your payment declines, please check the following:

• Billing Address: Does the billing address for your order match the address associated with your payment method? If you’ve recently moved, make sure your new address is updated with your card provider.

• Card Details: Are your card details entered correctly?

• Accepted Payment Methods: Are you using one of our accepted payment methods? We accept Visa, Mastercard, and Discover. Some Visa-Debit cards may also be accepted, depending on your card issuer.

• Flagged Transaction: As our company is in British Columbia, Canada, your card issuer may flag and reject a charge from our website to help protect you against fraudulent activity. Not to worry - it's usually a quick fix! Your provider will typically contact you via text or phone to confirm the purchase is legitimate and once you have confirmed, your order can be processed.

If you have any questions or concerns about whether your payment has been processed, please don't hesitate to reach out to our customer support team at info@outlandliving.com or call us at 1 (888) 514-1663.

If your card has been declined, you might still see a charge listed as a "pending transaction" on your online banking. Pending transactions include purchases, payments, pre-authorizations, and other transactions that haven't yet been finalized. While the amount may appear deducted from your available credit, it won’t reflect in your actual balance. It can take 2-5 business days for these pending transactions to disappear, depending on your card provider.

We offer a 30-Day Satisfaction Guarantee to ensure our products are a good fit for you and your outdoor space! If you are not 100% satisfied with your purchase, you may request a return for a full refund within 30 days of receipt, so long as the following parameters are met:

• Must be returned within 30 days from when the order was received
• Order must be returned using a pre-paid return label that will be supplied to you by Outland Living
• The product must be returned in its original packaging and contain original contents
• The product must be in good condition

Please note: After 30 days, orders are no longer eligible for return. In certain cases, the responsibility for return shipping costs may apply for returns involving multiple items or high-value orders. This policy applies to new products only – replacement parts are not eligible for return and are final sale. We cannot process exchanges at this time.

If the above parameters are not met and for the additional reasons noted below, you may be subject to a 20% return fee, or may be accountable for the return shipping cost of the item(s). This amount would be withheld during the time of refund.

• The package was refused upon delivery
• The package was not picked up from a hold location within the carrier’s allotted pick-up window 
• The package was returned due to providing Outland Living with the incorrect shipping address
• The package was returned missing components
• The product was returned damaged by the customer

Contact Outland Living Support at info@outlandliving.com or call 1 (888) 514-1663 to receive a pre-paid return label and RA (Return Authorization) number.

All replacement parts are final sale and cannot be returned. If you are unsure about the part you require or would like to troubleshoot, our team is ready to help! Please contact Customer Support at info@outlandliving.com or call 1 (888) 514-1663 for assistance.

We offer free returns, and as long as the 30-day satisfaction guarantee criteria are met, customers are eligible for a full refund. However, a 20% return fee or responsibility for return shipping costs may apply in specific cases, including:

• Returns involving multiple items or high-value orders
• Packages refused upon delivery
• Packages not picked up from a carrier hold location within the allotted timeframe
• Returns due to an incorrect shipping address provided to Outland Living
• Returned items missing components
• Items returned heavily used or damaged by the customer

Right now, our system is set up to keep things simple and only allows returns for a refund. While we’d love to offer exchanges or store credit, we want to make sure your return process is as smooth and straightforward as possible. So go ahead and return for a refund, and if you’re still looking to shop, we’d be thrilled to help you find the perfect replacement!

Once your return has been received and inspected at our warehouse, we aim to process your refund within two business days. You’ll receive an email confirmation once your refund is issued. Please allow an additional 3-7 business days for the funds to appear on your original payment method.