Shipping & Returns
GENERAL TERMS & POLICY
Outdoor Decor Living reserves the right to update the rules as necessary, and the updated version will be published on www.outdoordecorliving.com with immediate effect. If you refuse to accept the policy, you are deemed to have waived the use of the products and/or services provided by Outdoor Decor Living immediately. All buyers accept the rules if they are using the products and/or services provided by Outdoor Decor Living. Outdoor Decor Living's policy shall prevail.
For after-sales issues, buyers should file a refund request within 15 days of the product delivery date. If the period of a refund request filed exceeds the 15 day period, Outdoor Decor Living reserves the right not to provide any after-sales service.
Before an order is shipped, the buyer has the right to apply to cancel the order by contacting Outdoor Decor Living via Contact Us.
If Outdoor Decor Living cannot fulfill the buyer's order within the order processing time, under the condition but not limited to out of stock or other conditions, Outdoor Decor Living has the right to cancel and refund the order.
If the buyer receives goods damaged or broken and requests a refund with compelling evidence, and the goods need to be returned, Outdoor Decor Living has the responsibility to offer the buyer a return window within 3 business days to return damaged/broken goods. Outdoor Decor Living should refund the buyer when the return shows as in transit on the shipping website.
Outdoor Decor Living shall not accept after-sale refund requests for "non-defective remorse returns", and has the right to accept or reject the request. Outdoor Decor Living will abide by the policy under this condition.
If Outdoor Decor Living accepts the after-sale refund request for the reason type of "non-defective remorse returns", we will deduct a "restocking & repacking fee", under Outdoor Decor Living's policy restriction, the "restocking & repacking fee" in total deducted shall not exceed 35% of order total price.
Outdoor Decor Living shall not offer warranty, like whether to provide warranty or not, or the way of warranty handling with.
Outdoor Decor Living shall restrict with the refund time and redelivery time under the condition, included but not limited to order refund based on the policy, agree on refund or redelivery between Outdoor Decor Living and buyer, Outdoor Decor Living must refund not more than 5 business days, or offer redelivery within 5 business days.
Once the buyer contacts Outdoor Decor Living of the after-sale request, the buyer must provide evidence (as the clause states below) to Outdoor Decor Living. If the buyer cannot provide compelling evidence within the order after-sales period policy indicated above, Outdoor Decor Living has the right to reject the refund request.
Whether the evidence is compelling or not will ultimately be determined by Outdoor Decor Living Under Various Circumstances:
1. REFUND REQUEST TIMING
The buyer has the right to apply for a refund for the order if it is not shipped within the stated processing time (subject to the estimated processing time displayed on the order page).
Return & Refund Type Outdoor Decor Living Rules
For Unshipped Orders:
The refund request is made after the stated processing time yet before product is shipped, Outdoor Decor Living can refund the order. The refund request must be made within the stated processing time.
Outdoor Decor Living has 5 business days to process the request after the buyer submits it. If Outdoor Decor Living fails to process (accept or reject) the refund request within 5 business days, Outdoor Decor Living will refund the order.
Please note: Although the order is still within the stated processing time, any refund request needs to be processed within the time listed above.
For Shipped Orders:
The refund request is made after the order has shipped. Outdoor Decor Living has 5 business days to process the request after the buyer submits it. If Outdoor Decor Living fails to process (accept or reject) the refund request within 10 business days, Outdoor Decor Living will refund the order.
2. GOODS RETURNED IN TRANSIT
If the package is sent back to Outdoor Decor Living during transit for any reason, and the buyer applies for a refund request, Outdoor Decor Living should refund buyer within 5 business days of the request. Under the same cases, if the buyer requests redelivery, Outdoor Decor Living should begin redelivery within 5 business days of the request date.
3. GOODS DESTROYED IN TRANSIT
If the package/goods are destroyed in transit, and buyer has proof from the shipping website such as but not limited to a screenshot from the shipping website that the order was destroyed, Outdoor Decor Living shall refund the order within 5 business days of buyer's refund request, or offer redelivery within 5 business days of the request. The following steps must be followed when creating this type of request.
a. Use the Contact Us page on Outdoor Decor Living's website. We will respond to your request via email. You will provide photos or videos of the damaged item to prove damage when we contact you. If the photo cannot prove the products are damaged, please upload a video.
b. Screenshot of the e-mail or dispute received must including name, date and content. In other words, a buyer has sent the complaint via approved methods.
c. The product needs to be returned to Outdoor Decor Living, if our Dispute Team asks for a return in Disputes.
Except for the important examination of photos/videos, Outdoor Decor Living will make a refund, redelivery, accept or deny the return for any of the following cases:
3.1 ORDERS DELAYED
If your order is delayed, please contact Outdoor Decor Living via the Contact Us on our website. If orders are lacking tracking information, in transit, pending, or expired 60 days after orders departed from Outdoor Decor Living warehouse, the following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Outdoor Decor Living warehouse.
b. For Brazil, it is after 110 days counting from the date that order departed from Outdoor Decor Living warehouse due to the strict customs clearance at Brazil.
c. For all other countries plus Hawaii and Alaska, Outdoor Decor Living will handle your dispute for delayed orders after 100 days counting from the date that order departed from Outdoor Decor Living warehouse.
d. For some special shipping methods, Outdoor Decor Living cannot handle your disputes. (See the following important interpretation)
Notes:
Sometimes the order has arrived at the local shipper for the buyer and marks it pending because of insufficient address, package unclaimed, no such number, delivery not possible, etc. It will be much more convenient for buyers to contact the local shipper or visit to the local shipper for delivery.
Due to such conditions as national realities, phone numbers, and religious beliefs in Israel, packages will be normally delivered to self pick-up cabinets, which may lead to packages being long overdue. Therefore, it will be much more convenient for buyers to contact the local shipper or go to the local shipper for delivery.
Sometimes, local tracking numbers may show a sign for delivery, but the buyer claims that the package has not been received. In such cases, Outdoor Decor Living will spare no effort to verify the real situation, which could be a long process (1-2 months). There is no guarantee of any outcome, positive or negative.
3.2 ORDERS NOT RECEIVED
Outdoor Decor Living will not handle the refund or resend if the tracking information shows the order is delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local shipper with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
1) Incorrect/insufficient address.
2) No such number.
3) Unknown recipient.
4) Refused.
5) Do not pick up in time.
6) No safe delivery location.
7) Uncleared customs.
8) Others.
Notes:
a. The local shipper will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local shipper for storage in 3-7 days. Meanwhile, buyers need to pick up the package from local shipper. Otherwise, the product will be returned to the sender, our warehouse. During the return, Outdoor Decor Living takes no responsibility if products have been lost or damaged.
b. If the local shipper provides return service to US, Outdoor Decor Living will place product into our inventory and will refund them when our warehouse receives the returned items fully intact.
c. Outdoor Decor Living cannot offer a refund or redelivery if the buyer doesn't process the undelivered orders or packages destroyed by the shipper.
3.3 PRODUCTS DAMAGED
Outdoor Decor Living offers a full refund or a replacement if package arrives badly damaged. Please use the Contact Us page.
Outdoor Decor Living offers a partial refund or a replacement if package arrives partially damaged (except thread, slightly wrinkled, small scratches etc.).
Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packaging boxes, Outdoor Decor Living cannot offer any refunds or other after-sale services for non- US lower 48 states, nor for long-distant international delivery. For US lower 48 state deliveries, Outdoor Decor Living will work with our warehouse to aid buyer.
3.4 INCORRECT OR MISSING PRODUCTS
Outdoor Decor Living has a strict quality control process before products are dispatched.
Outdoor Decor Living will handle incorrectly shipped or missing products as follows:
a. For incorrectly shipped products, Outdoor Decor Living offers a full refund or redelivery.
b. For products with wrong color, size which doesn't affect product function, etc., Outdoor Decor Living offers a refund or redelivery if buyer follows applicable refund request and/or redelivery request via Contact Us. Then, we will email buyer so that buyer provide a screenshot of your complaint including name, content and date.
c. For parts missing which don't affect product function, Outdoor Decor Living may refund partially or resend the missing parts; for parts missing which affect product function, Outdoor Decor Living will resend the product only.
d. For accessories, Outdoor Decor Living will resend the accessories.
Notes:
For size problems, Outdoor Decor Living requests that buyer measures the product according to the correct measurement method and provide us with the photo of measurement. Then, our dispute team will deal with your disputes quickly.
4. WRONG SHIPPING INFORMATION
If the buyer inputs inaccurate/wrong shipping information on an order, the buyer should contact the us via Contact Us to request us to update the order with the correct receipt information prior to order shipment.
Please note the receipt information correction or order cancellation are not guaranteed.
If the order has already shipped, it is the buyer's responsibility to contact the shipping company with the correct information.
If the goods have been delivered to the wrong location, the buyer can attempt to send back the products at his/her own expense. If the goods are returned in good condition, Outdoor Decor Living shall refund the order within 5 business days of receiving the goods, at buyer’s refund request, or begin redelivery within 5 business days of receiving the goods. Please note the buyer will be in charge of the redelivery fee.
If the order cannot be corrected or returned, the buyer will bear the losses.
5. DEFECTIVE PRODUCTS (PACKAGE BREAKAGE/SIGNIFICANTLY NOT AS DESCRIBED/MISSING OR WRONG GOODS/QUALITY PROBLEMS)
If the buyer detects any problem upon receipt (damaged package/significantly not as described/missing or wrong goods or other quality problems), buyer will create a refund or redelivery request with valid proof (photos/videos of goods received that shows the problem clearly) starting with the Contact Us page. After the buyer files a request on Outdoor Decor Living, Outdoor Decor Living will check the proof and give a response within 5 business days.
If the proof checked by Outdoor Decor Living is not showing the problem clearly and/or if the proof checked by Outdoor Decor Living and we disagrees the problem is showing clearly, or the proof is invalid, Outdoor Decor Living has the right to reject the buyer's refund request.
If the buyer's proof shows a problem clearly after being checked by the Outdoor Decor Living, the proof checking time shall not more than 5 business days, and if the products need to be returned to receive a refund, Outdoor Decor Living should provide the buyer a refund once the order being returned shows in transit on the shipping website searched by tracking number buyer emails within 3 business days. If the goods needn't be returned, Outdoor Decor Living should refund the order within 5 business days of the refund request.
If proof is valid, and buyer requests redelivery, Outdoor Decor Living should redelivery within 10 business days of proof approval. Please note Outdoor Decor Living has the right to refund orders if the redelivery products have no stock, or buyers are able to reorder products when the products are restocked.
5.1 INCORRECT OR MISSING PRODUCTS
Outdoor Decor Living has a strict quality control process before products are dispatched.
Outdoor Decor Living will handle incorrect or missing products as follows:
a. For incorrect products, Outdoor Decor Living offers a full refund or replacement via refund using the Contact Us page.
b. For products with wrong color, size which doesn't affect product function, etc., Outdoor Decor Living offers a refund or reship if you notify us a screenshot of the buyer's complaint including name, content and date.
c. For parts missing which don't affect product function, Outdoor Decor Living may refund partially or resend the missing part; for parts missing which affect product function, Outdoor Decor Living will resend the product only.
d. For accessories, Outdoor Decor Living will resend the accessories.
Notes:
For size problems, Outdoor Decor Living requests you measure the product according to the correct measurement method and provide us with the photo of measurement. Then, our dispute team will deal with your disputes quickly.
6. LOGISTICS ISSUES
6.1 INVALID TRACKING INFORMATION
If Outdoor Decor Living verifies the tracking number is wrong, and Outdoor Decor Living fails to provide the correct one within 5 business days, Outdoor Decor Living will refund the order using the Contact Us page.
6.2 UNTIMELY TRACKING INFO UPDATES
If there is no update of the tracking info for more than 7 business days after the label is created showing on the shipping website, and the buyer applies for a refund, Outdoor Decor Living requires a refund order within 5 business days from buyer request.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.3 LENGTHY SHIPPING PERIOD
If the transit time exceeds the estimated delivery time by 10 days or more and Outdoor Decor Living fails to provide any valid tracking updated info, the buyer may apply for a refund via Contact Us page. Outdoor Decor Living will issue a refund within 5 business days of buyer request receipt.
Note: this clause is not applicable for special time/periods such as holidays, covid-19, abnormal weather, or other abnormal situations.
6.4. SHIPPING METHOD LIMITS
Some shipping methods are not trackable when buyer resides in some Countries, States (Hawaii/Alaska), or Cities. Outdoor Decor Living lists those shipping methods in advance and will not accept any disputes when you choose those shipping methods to some countries, including:
PostNL, Electric PostNL, Packet Eub, Packet Postal Route, Packet Postal, Packet Railway Economy.
Notes:
When choosing certain shipping methods, the remote addresses will be charged additional cost.
6.5 FORCE MAJEURE
Outdoor Decor Living takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Outdoor Decor Living will notify you by outdoordecorlivingco@gmail.com.
6.6 DESTINATION LIMITS
Due to limited international transportation, Outdoor Decor Living will not accept any disputes when your orders are shipped to the following countries/states:
Alaska, Hawaii, Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.
7. OTHER
When encountering holidays, COVID-19, abnormal weather, or other abnormal situations, the buyer shall contact us through Contact Us or outdoordecorlivingco@gmail.com.
Outdoor Decor Living will try its best to assist buyers in these special circumstances in a timely manner. After notifying Outdoor Decor Living, Buyers should expect a decision from Outdoor Decor Living on these types of issues no later than 14 days.
Outdoor Decor Living takes no responsibility for any product damage or shipping delay caused by the act of god, including but not limited to: epidemic situation, international situation, strike, war, earthquake, flood, virus, storm, heavy snow, customs inspection. However, Outdoor Decor Living will notify you by outdoordecorlivingco@gmail.com.
7.1 RETURN
Products can be returned to Outdoor Decor Living US warehouses only. We do not suggest returning products to our international warehouses, because the international shipping cost is high and it takes at least 3 months to arrive at Outdoor Decor Living US Warehouse. Most of them will be lost during the return. Also, most of the returned products will be damaged on the way.
a. If you indeed want to return the products, please complete a refund request for Outdoor Decor Living and we will respond to you within 5 business days.
b. Please return products within 10 days after receiving products and after speaking with someone at Outdoor Decor Living.
7.2 ORDERS CANCELLATION
For orders cancellation, Outdoor Decor Living offers a full refund before products are processed by warehouses and shipped.
a. After payment, POD (print on demand) orders cannot be canceled as it is customized.
b. After payment, pre-order inventory orders cannot be canceled as they are special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Outdoor Decor Living has planned and prepared for you after payment.
7.3 DEADLINE OF OPENING DISPUTE
You cannot open a dispute if the order status is closed. Your dispute cannot be resolved when tracking information from a 3rd party is untraceable.
7.4 UNACCEPTABLE DISPUTES
Outdoor Decor Living shall not accept any unreasonable disputes, including but not limited to:
a. The buyer does not like it.
b. The product description is not real.
c. Products smell unusual.
d. The buyer ordered the wrong items or SKU.
e. The shipping address was provided incorrectly.
f. Product difference was negotiated in advance.
g. Tracking information deleted by logistics companies or local post offices.
h. In some cases, packages returned/discarded/detained due to the consignee’s failure to comply with the work of customs clearance in line with the foreign trade policies of certain countries.
8. ATTENTION
If buyer is unsatisfied with the solution of the order after-sales, buyers have the responsibility to open a dispute with Outdoor Decor Living to help handle the after-sale issues. There is no guarantee for the outcome of this dispute.
