Shipping & Returns
Thank you for shopping at True Outdoor Living.
To serve you better, True Outdoor Living will begin to process your order immediately you click the Submit Order Button.
1. OUR PRODUCTS COLORS AND SIZES
a) Although we have made every effort to display the colors and accurately, the images of the Products on our site are for illustrative purposes only. We cannot guarantee that your computer’s display of the colors accurately reflects the color of the Products. Our Products may vary slightly from those images. We strongly advise you to request a free sample of the fabric you wish to use before purchasing your custom-made furniture.
b) Although we have made every effort to be as accurate as possible, all sizes indicated on our site are downloaded from the suppliers and we are not responsible for their accuracy.
2. PROCESSING GUIDELINES
a) All Products on the site are subject to availability and payment being received before the order is processed.
b) True Outdoor Living will contact you if the Products you have ordered are out of stock, or if additional identification is needed for credit card verification.
3. LOCAL SHIPPING
a) We can ship locally to addresses located within the lower 48 states of the USA, and internationally to Canada, Hawaii, Alaska and other countries.
b) All Orders over $99 will be shipped for free within the United States (excluding the States of Hawaii and Alaska). Shipping quotes for orders below $99 will be displayed on the checkout page.
c) When you place your order, you will receive an email with an approximate delivery time for your order based on the availability of your Products, and the region you are from.
d) When your order has shipped, you will receive a tracking number by email.
e) You will be contacted by the freight company to set a delivery date. Usually this is about 24 hours before delivery. Deliveries are usually made Monday – Friday between 8 a.m. and 5 p.m.
f) All free freight delivery is curbside delivery. A freight truck will deliver your products to the curb. It is your responsibility to receive the items and carry them to your home. It is your responsibility to dispose of the packing material.
g) Please inspect your Products immediately. If you notice any dented or broken boxes or packaging, please open these and check for damaged Products. If any Products are damaged, note this on the delivery slip that you need to sign, and take photos. Contact us immediately by phone, email or live chat.
4. SHIPPING TIME AND COSTS
a) We aim to deliver local orders within the time specified by the supplier on the individual product. Ready to Ship items usually ship within 3 – 5 business days and customized orders usually ship within 3 – 4 weeks, depending on the supplier.
b) Appropriate shipping fees do apply. Please note that International shipping charges do not include taxes or duties; please contact your local customs office to request details of these charges.
c)We are unable to change your delivery address once an order has been dispatched.
d) Please ensure you provide an accurate delivery address and that you are available for delivery. If an item is delivered to an incorrect address provided by you, we cannot be responsible, and you will need to pay for the item to be delivered to the correct address.
e) We cannot deliver to P.O. Boxes.
f) In rare situations, there may be surcharges for delivery to isolated or remote areas.
5. INTERNATIONAL SHIPPING POLICIES
a) For orders destined to Alaska, Hawaii and Canada, please email, call or access live chat for a quote.
b) Your Products over $99 can be delivered free of charge to your freight forwarder in the continental U.S., or we can arrange for your Products to be shipped anywhere in the world.
If you order Products from our Site for delivery to an international destination, your order may be subject to import duties and taxes once a shipment reaches your country.
b) You will be responsible for payment of any such import duties and taxes; True Outdoor Living has no control over these charges and cannot predict what they may be. International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.
c) Customs policies vary widely from country to country; kindly contact your local customs office for more information. When ordering from True Outdoor Living, you are considered the “importer of record” and must comply with all laws and regulations of the country in which you are receiving the goods. We will not be liable or responsible if you break any such law.
6. DELIVERY POLICY
a) You will receive a confirmation email with tracking details for all courier dispatches. You will be contacted to arrange for a suitable day and time for delivery of your order.
b) Please note that for bulky or heavy Products, you will need to organize some form of assistance to aid the courier in offloading your Products at the point of delivery.
You are required to inspect the delivered Products once you receive you order and ensure that the Products are in “as expected” condition. In the event they are not in an “as expected” condition, please Contact Us as soon as possible, with all necessary information, including photographic proof.
8. RETURNS AND REFUNDS
a) We only accept returns on damaged Products, within 7 days of receipt, for Products that HAVE NOT BEEN USED or ALTERED, and with ALL tags and/or stickers attached AND accompanied with original Sale Receipts. No returns are allowed on Products that have been assembled or dismantled in any way.
b) Please note that we do not accept any Returns for custom made Products unless these are damaged during freight delivery.
8.2 RETURNS PROCEDURE
a) To process a return, please Contact Us so we may provide you with a Return Merchant Address (RMA) number, before you can return the Product. You will be told which warehouse to return the product to.
b) You must take reasonable care of the Product and return it to us within 7 days of receiving the RMA number. We recommend that you ask the freight company for proof of posting and insure the return shipment, as you are under a duty to take reasonable care of the Products and will be liable for damage to them until we receive them at our warehouse.
c) In case of dispute, we also recommend you retain proof of sending. Without this, we cannot process a refund if we do not receive the returned Products. Please choose your shipping method accordingly. You are responsible for all costs incurred in returning the Product to us.
d) For Returns, we will be able to process your Refund within 14 days of us receiving the returned Product. Refunds will be issued through the original method of payment. For Exchanges, we will ship the replacement Product as per our Shipping policy.
9. Damaged or defective goods
a) At True Outdoor Living, we are committed to selling only top-quality Products from excellent suppliers.
b) If you have received a damaged or defective Product, please Contact Us within 7 days of receiving the order. We will discuss with you the options of a replacement or refunds as per the supplier’s terms.
a) Payment can be made by Visa, Visa Debit and MasterCard. You must be able to confirm that the credit/debit card that is being used is your own, or that you have been specifically authorized by the owner of the credit/debit card to use it.
b) All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to True Outdoor Living, we will not be liable for any delay or non-delivery. Where applicable, prices are inclusive of Tax. All credit/debit card transactions on this site are processed using secure third party online payment gateways that encrypts your card details in a secure host environment.
11. EVENTS OUTSIDE OUR CONTROL
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control, including (but not restricted to) fire, flood, severe weather, explosion, war, act of terrorism, industrial dispute, or acts of local or central Government or other competent authorities. This does not affect your statutory rights.
12. ENTIRE AGREEMENT
a) These terms and conditions and other notices elsewhere on our website contain the whole agreement between us and you relating to the supply of Products.
b) No other terms or conditions will form part of the Contract, unless agreed by us in writing and signed by an authorized True Outdoor Living employee.
13. OUR RIGHT TO VARY THESE TERMS AND CONDITIONS
We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that you order Products from us.
14. LAW AND JURISDICTION
a) This website, any content contained herein and any contract brought into being as a result of use of this website, are governed by and construed in accordance with the laws of the United States.
b) The parties to any such contract agree to submit to the exclusive jurisdiction of the courts within the United States. All contracts are concluded in English and no public filing requirements apply.
15. CONTACT US
If you have any questions concerning our Shipping and Returns Policy, please feel free to Contact Us.