At OutdoorGear USA, we’re committed to making your outdoor living experience exceptional from purchase to delivery. Our comprehensive shipping and returns policy ensures transparency and convenience for our global community of gardening enthusiasts, outdoor living aficionados, and backyard chefs.
Shipping Information
Order Processing
We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.
Shipping Options
Standard Shipping (10-15 business days):
– Carriers: DHL or FedEx
– Flat rate: $12.95 USD
– Recommended for time-sensitive orders
Free Shipping (15-25 business days):
– Carrier: EMS
– Available for orders over $50 USD
– Best for non-urgent deliveries
Note: Delivery times are estimates and may vary based on destination. We currently ship worldwide except to certain Asian countries and remote locations.
Our Hassle-Free Returns Policy
We stand behind the quality of our outdoor living products. If you’re not completely satisfied with your purchase of gardening equipment, outdoor furniture, or grilling accessories, we’re here to help.
Return Basics
- Return Window: 15 days from delivery date
- Condition: Items must be in original condition with all tags and packaging intact
- Original Shipping: Non-refundable
- Return Shipping: Customer’s responsibility (we recommend trackable services)
- Restocking Fee: Some items may be subject to a 15% fee
Non-Returnable Items
For hygiene and safety reasons, we cannot accept returns on:
- Opened or used Grow Kits
- Insect & Pest Control products
- Used Outdoor Cookware
- Outdoor Cushions with removed tags
- Any items showing signs of use or damage not present at delivery
Step-by-Step Return Process
1. Contact Us
Email [email protected] within 15 days of delivery with:
- Your order number
- Reason for return
- Whether you prefer refund or exchange
2. Wait for Approval
Our team will review your request within 1-2 business days and email instructions.
3. Package Your Item
Securely repackage in original packaging with all accessories.
4. Ship It Back
Send to our warehouse at the address provided in your approval email.
5. Receive Refund
Once we receive and inspect your return:
- Refunds processed to original payment method within 5-7 business days
- Credit card refunds may take 1-2 billing cycles to appear
- PayPal refunds typically process within 24 hours of approval
- You’ll receive email confirmation when complete
Exchange Policy
Need a different size, color, or model?
- Follow the standard return process above
- Clearly indicate you’d like an exchange
- Specify your preferred replacement item
Note: We’ll cover shipping for replacement items. Exchanges subject to availability.
Damaged or Defective Items
If your item arrives damaged:
- Contact us immediately at [email protected]
- Include photos of the damage
- We’ll arrange replacement or refund at no cost to you
Return Request Template
Subject: Return Request – Order #[Your Order Number]
Dear OutdoorGear USA Team,
I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:
Item Name: [Product Name]
Reason for Return: [Reason – Size, Color, Defect, etc.]
Preferred Resolution: [Refund or Exchange]
If Exchange: [Desired Replacement Item]
Please let me know the next steps to complete this process.
Thank you,
[Your Full Name]
[Your Contact Information]
Need Help?
Our customer service team is happy to assist with any questions about shipping or returns. Contact us at [email protected] – we typically respond within 1-2 business days.
Thank you for choosing OutdoorGear USA – where your outdoor living dreams take root!
Company Address:
OutdoorGear USA
4678 Indiana Avenue
Waianae, US 96792