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Customer Service

Great Products and Satisfaction Guarantee

At Living Outfitters, we pride ourselves on our 45 years of combined experience in bringing the absolute best services and amazing prices to our satisfied customers. We are committed to providing you the most complete selection of quality outdoor products from the most helpful product experts in the business. We have done everything possible to make purchasing at our site the best option of any existing retailer, from our product knowledge to our policy transparency. We stand behind everything we sell at Living Outfitters, and offer you a positive online shopping experience. 

Ordering

 

Placing Your First Order


It's easy to order with us, take advantage of our convenient online order process. We make it Simple, Fast, and with No Sign Up. We also accept orders by phone.

Finding Items

You can search for items using the top category tabs and their drop-down links. You can further narrow your search using the “Shop By” search section on the left side of each category page. A keyword search box is located in the top right corner on every page of our store.

Adding Items to Your Shopping Cart

When you are ready to purchase an item, simply click the "Add to Cart" button. You will now be directed straight to viewing all items in your shopping cart. Each time you add an item to your shopping cart, you will be able to view all the items in your cart. After viewing the items in your shopping cart, you can start checking out or you may shop by using any of the top tabs. While you are shopping you can access your shopping cart anytime by clicking on the link that says “Cart” at the top right of any page, and then on “Go To Shopping Cart.”

Creating a Wishlist

If you are not ready to order today, but would like to save the items you like to buy later, you can create a wishlist. First add items to your shopping cart, then click the “Move” link beside the item you wish to move to your wishlist. You can access your wishlist any time you are logged in by clicking on “My Account” in the blue bar at the top of any page, and clicking on “My Wishlist” on the left. You can later move items from this list back to your cart.

Shipping, Tax and Checkout

Except for items advertised as Free Shipping, each product page has an “Estimate Shipping” link below the product price in which you can enter your destination and find out your shipping cost. Later once all the items you want to buy are in your Shopping Cart, you can enter your country, state, and zip code, and click “Get a Quote” to calculate the tax and shipping cost. If applicable, choose a shipping method and click “Update Total”. (Items advertised as Free Shipping will show a $0 shipping cost.) Shipping options for multiple-item orders can be made using the “Select Shipping” drop-down box under each item in your cart.

Items sold and shipped to California are subject to sales tax. Laws require that we charge sales tax on the product value of the order. Any tax required can be viewed in the totals section on the right.

When you are ready, click on 'Checkout'. Here is where you will enter your order information. Our Checkout process is simple, fast, and no sign up is necessary. We are here to help you, contact us if you need assistance with your checkout.

Payment Methods We Accept

We guarantee that every transaction you make on our site will be 100% secure. All prices are listed in U.S. dollars. We currently accept PayPal, Google Wallet, Visa, MasterCard and Discover cards. You can safely enter your entire credit card number via our secure server, which encrypts all submitted information.

Using a Discount Code or Gift Card

Discount codes are often used when we have special offers for our customers. To take advantage of the discount code, place the item or items the discount applies to in your shopping cart and enter the discount code below in the “Promo Codes” section. There is a “Gift Card” section to enter those codes as well. Your discount will be applied to your total and can be viewed on the right. If you notice an error or have difficulties, please contact us.

Cancel or Change Order

If the item you wish to cancel has already been shipped, it cannot be cancelled by you or by our customer service department. However, you may possibly return the item subject to that item's return policy. In order to request a cancellation or change to your order, please contact us as soon as possible.


Our primary goal is to have your purchase arrive as quickly as possible and in excellent condition. Should the order ship before the cancellation process has been completed, any restock fees, as well as outbound and return shipping charges will apply. Cancellation of Same Day or Next Day shipping items must be made within 2 business hours of your order. Request to cancel or change all other orders must be made within 24 hours.

Orders Never Received

If you have tracked your order with the tracking number on the carrier website and found discrepancies in the delivery date or have not received your order within 5 business days of its scheduled delivery date, please contact us. We will research the location of your order and promptly resolve the issue.

Back Ordered Items

Periodically, due to the overwhelming popularity of an item, a product must be placed on backorder until additional inventory is received. If your order includes an item that has been placed on backorder, you will promptly be notified by a Customer Service Specialist, who will provide you with options to fulfill your current order.

Tracking Your Order

Once your order has shipped, you will receive an email with tracking number(s) and carrier website information. You can then track your order on the shipper’s website and contact them directly with any important delivery details you wish to communicate. You can also click on the “Track Order” button at the top of any of our pages. Your tracking number will also be available when logged into your account in the “Shipments” tab within the “My Orders” section. If you are unable to track your order, please contact us for assistance.

 

General Shipping Information

Our superior-quality products are shipped directly to our customers using high-quality, ensured transportation companies such as YRC Freight, UPS and Federal Express. Enter your zip code on the Shopping Cart page and we will calculate the approximate shipping costs.

 

Shipping Restrictions

Please note that if the route to your delivery address is in any way obstructed by objects, including low hanging trees, is very narrow, has many holes and/or is in any way impassable by a delivery truck, it may be necessary for you to arrange to receive your delivery elsewhere. The customer is responsible for all fees that may be incurred to arrange an alternate delivery location. Please alert us at the time of ordering if there are any delivery obstacles to your location.

Due to manufacturer restrictions and domestic regulations, we are not able to ship our products to all geographical locations and address types. Below are some general guidelines.

    1. Free Shipping on some items pertains to US addresses in the lower 48 states only.
    2. US addresses in the lower 48 states: Use the Estimate Shipping link on the product page to enter your state/zip code and receive a shipping quote.
    3. Alaska and Hawaii addresses: Contact us for a freight quote for items advertised as Free Shipping. For all other orders, use the Estimate Shipping link on the product page to enter your state/zip code and receive a shipping quote.
    4. International shipping - see section below.
    5. Our site does not currently ship to P.O. Boxes or military APO/FPO addresses.

Delivery Times and Tracking

Our products usually arrive at our customers' doorsteps within 1-2 weeks or less in sound, ready-to-assemble condition. Delivery times can vary for each product based on the type and size of the product, and the delivery location. Occasionally with certain items, a longer lead time is necessary, so if you are under time constraints, please contact us to receive an estimated lead time for your order. Once you have received a shipment notification via email, you can go to the carrier’s website to track your order. See Tracking Your Order below for more details.

How is my total delivery time determined?

The total delivery time for your order is calculated from the time your order is placed until the time you receive it. This includes Pre-Ship processing time in which your order is prepared for shipping, and Shipping time, which is measured from when your order leaves the warehouse to when it arrives at your home or office.

 

International Shipping Powered by Bongo

We have partnered with Bongo International to service our international customers.

Once you have created your shopping Cart, choose the “International Customers…Click here to pay” button. You will be automatically transferred to Bongo's Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment.

Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo's Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.

NOTE: All payment, shipping, or return requests should be submitted to Bongo at Support@BongoUS.com

All International sales are final (non-returnable and non-refundable).

 

Detailed Shipping Information

We want your delivery to go smoothly so you can start enjoying your new item soon and without hassle. To facilitate this process, here is some information to help you know what to expect during delivery. There is a lot of important information here, please read the entire section pertaining to your type of delivery (parcel vs freight) so you don’t miss any of the vital details!

 

As soon as we receive tracking information from the shipping warehouse, we will email you a tracking number. You can track your shipment on the carrier website to get an idea of their delivery estimate.

 

For parcel package delivery via UPS or FedEx:

 

If your item ships via UPS or FedEx, you will not need to be home at the time of delivery. We will email your tracking number as soon as we receive it from the shipper. When your item arrives, please inspect the box and contents right away to ensure no damage occurred during shipment or delivery. More than 99 percent of our deliveries occur without damage, but in the event that damage occurs, please contact us immediately or on the next business day with photos and a list of damaged part numbers, so we may assist you by rectifying the damage. Failure to do so may result in us not being able to remedy the damaged order. If the box is severely damaged, you may reject the shipment.

 

If you are concerned that your shipment may possibly be stolen if left unattended at your door, please make arrangements to receive the package from the shipper. We are not responsible for theft once the shipment has been delivered. Please note that this rarely happens, and you are the best judge of your neighborhood.

 

For LTL Freight delivery via Semi Truck:

 

Please keep atop of your shipment online and answer the phone call from the freight carrier so you can schedule a convenient business hours delivery appointment and arrange to be home at the time of delivery. Please see the Shipping Information section on the product webpage to learn if your item will come with a Lift Gate or not. Freight carrier trucks are expected to arrive with your item within the parameters of your scheduled delivery time. The most important thing to remember about freight carrier deliveries is that you inspect the package at the time of delivery.

 

It is your responsibility to check that all items are correct and that all pieces are accounted for before you sign. More than 99% of our deliveries occur without damage, however it can occasionally occur. If you do not personally write down the specific damages or shortages on the paper receipt BOL before signing, we may be unable to remedy the damaged order. Please Do NOT rely on the driver to write the damages on the paperwork. If the product is severely damaged, you may reject the shipment. If any part of your order is damaged, please contact us immediately or on the next business day with photos and a list of damaged part numbers, so we may assist you by rectifying the damage and filing the proper claim with the freight carrier. Freight shipping can be extremely expensive, and we really appreciate your attention to these guidelines so that the process goes smoothly and so that no extra fees are incurred by you.

 

Please note that if the route to your delivery address is in any way obstructed by objects like low hanging trees, is very narrow, has many holes and/or is in any way impassable by a delivery truck, it may be necessary for you to arrange to receive your delivery elsewhere. Please alert us at the time of ordering if there are any delivery obstacles to your location.

 

Freight Delivery without Lift Gate

 

Many of our large products are delivered via “Hand Unload” in which the customer unloads the item from the truck, which takes between 15-30 minutes with 1-2 people. This is a great opportunity to inspect your item while moving it, as well as to save some money! Trucks park or back up to the curbside, where you can unwrap your kit from the pallet and easily carry the pieces to your desired location. Although the truck operator may offer to assist you, he is under no obligation (and may be restricted from doing so by insurance regulations). 90% of our customers use the “Hand Unload” delivery successfully, and even enjoy it!

 

Freight Delivery with Lift Gate

 

Some of our larger items are delivered with a Lift Gate, which means the driver will lower the complete pallet to the ground for you. Trucks park or back up to the curbside only. From there, you can unpack and move your item by hand to the desired location. Items that do not ship automatically with a Lift Gate can usually have this service added to your order for an extra fee (see this Add-On on the product webpage). Please keep in mind that this service cannot be added to your order once your item has shipped. Freight delivery does not include moving the item inside your house or yard, apartment, or office, nor does it include any unpacking, set-up, or installation of the product.

 

Return and Replacement Policy

 

No-Hassle Return and Replacement Guarantee

Customer satisfaction and policy transparency is our top priority, and we want you to be happy with your purchase. If you are unsatisfied with your Living Outfitters product and the item is listed as returnable, all parts/hardware are new, unused, in resalable condition, and in their original packaging, you can contact us for a refund, no questions asked. Returns are time sensitive, however, and are as follows: For package items shipped via FedEx/UPS ground, please contact us within 14 days of delivery. For items shipped via freight, please contact us immediately or by the next business day. In the unlikely event that your order is incorrect, missing parts, damaged or defective, contact us right away so we may arrange for parts or a replacement.  Custom made or special order items like Cal Flame BBQ islands and firepits, Arbors Direct fiberglass pergolas are non refundable and non returnable.  These orders can not be cancelled after they have been placed.

PLEASE INSPECT YOUR ORDER IMMEDIATELY UPON ARRIVAL. DO NOT DISPOSE OF THE BOX OR ANY PACKAGING MATERIALS UNTIL YOU HAVE INSPECTED YOUR ORDER AND ARE SATISFIED WITH THE PRODUCT YOU HAVE RECEIVED.

Returns will be inspected prior to issuing credit. Please keep in mind, credit card companies vary in the time they take to post credits. You are responsible for all shipping costs and a restocking fee may be applied. LTL Freight shipments can be very expensive. If a product was originally sold as “Free Shipping”, please keep in mind that shipping is never free. The cost of transporting the product to you was already built into the price, and that cost will be reflected in your return. Certain orders cannot be returned due to their uniqueness and/or personalization to your specific request. Some manufacturers do not accept returns. Additional fees may apply if not returned in original packaging.  The customer is liable for any damage to items incurred during return shipping, and will be reflected in the return amount.

If you are returning a product that was originally purchased with a gift certificate, or that was given to you as a gift, you will receive an in-store credit as your refund. Certain types of order situations may be resolved using store credit.

Packing & Sending Your Return or Replacement

After calling to receive a RMA number and return address information, you will need to prepare your item for shipment. Pack the item to be returned securely in the original carton. Inside the box, please include your contact information, the order number and the reason for the return. On the outside of the box, write the RMA number and the appropriate address that was given to you by the customer service specialist. Make sure that the package is fully sealed before shipping. We are not responsible for packages that are lost or damaged.

 

Privacy and Security

 

Our Commitment To Privacy

Your privacy is important to us. We do not share your information with third parties other than what is required to process transactions with credit card companies. We do not sell customer information under any circumstances. On our website, you can order products, make requests, and register to receive materials. The types of personal information collected for these reasons are:

Name
Address
Email address
Phone number
Credit/Debit Card Information

Security for you

Living Outfitters is an advocate of protecting your right to privacy. We have researched multiple credit card authorization systems and have chosen Authorize.net , which is noted as having the best security in the business. Authorize.net uses FraudScreen.net, which provides strategies and customer service tools to protect merchants from fraudulent transactions.

 

Living Outfitters is also a registered member of our local Better Business Bureau of North East California and an active participant in the BBBOnLine Reliability program.

 

Safe & Secure Shopping

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

 

Viewing and Editing Account Information and Orders

Registering an account with Living Outfitters is optional, however it is a great way to keep track of your orders, wishlist items, registries and more. With a Living Outfitters account, you can also safely store your order information to make future orders a breeze, track your orders, review products and subscribe to newsletters. You may also participate in our customer loyalty program, which is a great way to earn rewards points to be used as discounts on future orders.

At the top of every page is a “My Account” link you can follow, which brings you to an area where you can view and edit various aspects of your account preferences. On the main page, “Account Dashboard”, you can edit your contact information (including changing password), subscribe to our newsletters, enter your default billing and shipping addresses, and create or view existing support tickets. By clicking “My Orders” you may view the status of your orders, reorder, and track your packages.