SHIPPING/RETURNS

**Extended Holiday Return Policy in Effect**

All orders placed on or after November 1st, 2022 have until January 31st, 2023 to be returned. Orders returned within this period must meet the same criteria outlined in our 30-day satisfaction guarantee policy to be eligible for a full refund. The extended return policy does not apply to orders for replacement parts.

 

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 2-8 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 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 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 our warehouse in Surrey, BC, Canada.

Where do you ship your products to?
Currently, we ship within Canada with the exception of Yukon, the Northwest Territories, and Nunavut.

Can you ship to PO boxes?
At this time, we are unable to ship oversized packages to PO boxes and require a physical shipping address. If you are unsure if your order contains an oversized package and would like us to ship to your PO box, please contact us.

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!

 

30-Day Satisfaction Guaranteed Return Policy

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 all original contents
  • The product must be in good condition

Please note: After 30 days, orders are no longer eligible for return. 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

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

After your return has been received and inspected at one of our warehouse locations, we will process your refund. We aim to issue refunds within two business days of inspection, and you will be notified via email once the refund has been processed. We recommend allowing 3-7 business days for the refund to be reflected as credited to your original method of payment.

We are unable to issue gift cards or store credit in place of a refund.

 

Contact Us

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
info@outlandliving.com

You may also like

portable  |  propane-powered

Fire Pits

elegant  |  propane-powered

Fire Tables

Summerland Stove
sturdy  |  portable

Stove

tempered  |  multiple colours

Glass Rocks

space-saving  |  convenient

Gardens

stylish  |  black + white

Plant Labels

intimate  |  propane-powered

Torches

Tank Covers
unique  |  stylish

Tank Covers

Fire Pit Accessories
protective  |  durable

Accessories