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FAQ

General Questions

 

Why should I buy from you?

That is the best and most important question.  We are a family-owned business and our mission is to provide the best customer service ever, from start to finish.  We want you to be a satisfied customer and to return to us for your next purchase.  We will therefore do our utmost to make your experience with us easy and stress-free.  We will hold your hand from the minute you decide to work with us to select your furniture until you receive it at your residence.  Any problems?  We will assist you with returns.  Our quality furniture should last you many years, so we want to help you pick the right furniture for your outdoor area.  When you think about buying for your patio, we want you to think, True Outdoor Living!

 

What are your hours of operation?

We are an online store operating and we do not have a physical warehouse.  Our office address is

True Outdoor Living LLC, 11140 Rockville Pike, Suite 400, Rockville, MD 20852

We are available via live chat, phone or email 9-8 Monday to Friday and if you contact us we will endeavor to get back to you within a couple of hours. 

 

How do I know that your site is secure and that my privacy is protected?

We take security very seriously and invest in above the minimum requirements for our website.  Our site is protected by a GeoTrust SSL. The Geotrust Logo on our page is a sign for you that our site is secure.  The https and the padlock in the URL is also an indication of our high security settings.  This means you can shop online with confidence.

 

Are you an Authorised Dealer?

 Yes we are an authorised dealer for all the brands we sell.

 

Ordering

 

What payment methods do you accept?

We accept credit cards (Visa, Mastercard, American Express, and Discover) and PayPal

 

When do you charge my credit card?

Your credit card is charged when you place your order.   This may be a couple of weeks before your order actually ships.  This is because many orders require custom options such as fabric selections.  Trueoutdoorliving does NOT store your credit card details on this website.  All transactions take place through Paypal or Stripe, via a secure gateway. 

 

Is there tax on my order?

We are not required at present to collect sales tax.

 

Returns

 

What do I do if my order arrives damaged?

If your order arrives damaged, we will gladly replace it.  Please follow the instructions on the Shipping and Returns page.  Please take photos of the damaged item/s and inspect carefully while the delivery truck is there.  If any boxes are dented or damaged, inspect and take photos.  Sign that they are damaged.  It is preferable NOT to accept the damaged items. 

 

How do I return my damaged product?

  • After calling us and receiving your RMA number, please repackage and seal your product in the original packing. 
  • Please write your RMA number on the outside of the box in large letters. 
  • Please send it to the WAREHOUSE you were told to send it to and NOT to Trueoutdoorliving.

 

What if I do not like what I purchased or the color is not what I expected?

Purchasing outdoor furniture online can be difficult, since you cannot see or touch the product in real life.  While we do understand this, we try to give our customers the most detailed information we can in order to make a decision including free swatches to see the true colors.  We also offer live chat and email assistance to answer queries and to ensure customer satisfaction.

Many of the manufacturers we represent do not accept returns. Due to the customized nature of some products and the cost of shipping, returns can be uneconomical.  Therefore we ask you to please select carefully, order free swatches to see the true colors, measure up and call for advice.

 

Shipping

 

How much is shipping?

Shipping is FREE* to 48 states (excluding Hawaii and Alaska).  We do our best to pass on any savings to our customers and we think this is a great offer!

 

Do I need to assemble my item/s when it arrives?

Most of our products ship fully assembled.  We provide assembly information in Additional Informaiton with each product.

 

When will my product arrive?

Shipping times vary dependent on the product, manufacturer and your location.  In addition, many of our products feature custom cushions, which may take time to make. Shipping timeframes are available on every product page.

 

Where will my order ship from?

Our furniture ships to you direct from the manufacturer. This saves warehousing costs to us which we pass on to!  Our furniture therefore ships from a number of different warehouses around the country.

 

What happens to my order when it is delivered?

Smaller parcel orders will be shipped by FedEx. Small parcels may be left at your residence. However, the majority of our orders ship Fedex Ground or LTL due to their size. In this case, the shipper will call ahead to arrange delivery to your location. Someone will need to be available to sign for the delivery. You will need to carry the furniture from the curb to your residence.  Please visit the Shipping and Returns page.