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. Delivery times are subject to change and we kindly ask for your patience should delivery extend this period. Please note, for rural areas, delivery can take up to 14 business days.
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!
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.
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.
If you have any questions or concerns about your product, please contact us:
#101 – 3570 194 Street
Surrey, BC, Canada V3Z 1A5
1 (888) 514-1663