SHIPPING/RETURNS


COVID-19 UPDATE:

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.

 

 

Shipping + Delivery FAQs

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 2-6 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 or Canada Post 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 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 our warehouse in Surrey, BC.

 

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?
At this time, we are not offering curbside pick-ups or walk-in orders but feel free to take advantage of our everyday free shipping!

       

       

      Refund Policy

      If you are not satisfied with any Outland Living product purchase, please contact us @ 1 (888) 514-1663 and we will be happy to assist you.


      Returns

      Items shipped from Outland Living can be returned within 30 days of receipt of shipment in most cases.

      To be eligible for a return, your item must be unused and in the same condition that you received it. Your item must be in the original packaging.

      All returns require a Returns Authorization number (RA) which will be provided by the customer service team. To obtain an RA number, please contact the customer service team at info@outlandliving.com or 1 (888) 514-1663. You must mark the return package with the RA number clearly on the outside of the package. Packages without an RA number will be rejected by our returns processing centre.

      To request an RA Number:

      Please provide the following information via phone or email:

      1.  Order number
      2.  Name of product
      3.  Reason for return


      Refunds

      Once we receive your item, we will inspect it and notify you of the status of your refund within one week of receipt.

      Items returned may be subject to a 20% restocking fee.

      If your return is approved, we will initiate a refund to your original method of payment. You will receive the credit within 3-5 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

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