Here at OutdoorFurniturePlus.com, a division of Outdoor Furniture Plus, we want to make your experience with us as simple as possible, from the time of your order to the delivery of your product. Below you will find the most common questions on our shipping and return policies. We are a small family owned company and love to help our customers, so if there is anything that you read below that needs more explaining please call us toll free at, 1-877-595-8543. We would love to help in any way and make you feel comfortable in every step of the order process.
Frequently Asked Shipping & Return Questions:
How much is shipping?
We offer FREE* Ground Shipping on all orders over $100.
Where do you deliver?
We deliver within the 48 contiguous United States.
We do not deliver to Alaska, Hawaii, Puerto Rico, Canada or International.
How will my order ship?
We have a network of shipping methods to make sure your item reaches you in the fastest and safest way possible.
When possible, your product will ship via FedEx/UPS. FedEx/UPS will not contact you prior to delivery, but you will be provided a tracking number.
Many products we carry are oversize and require the use of a freight company to deliver your product. When your item ships out via freight an employee of the logistics company will contact you and let you know your item has been picked up and is on the way. After that the trucking company will contact you to let you know the date and time when they will arrive with your product. Our free truck shipping includes standard curb side, driveway or dock delivery. This means that the truck will pull up as close as it safely can to your home. The driver is not required by the shipping agreement to help carry the product. Some drivers will help you take your furniture off of the truck, others will not; they are not required to help with the standard free shipping. We recommend having more than one person present when your furniture arrives to make sure you will have the help you may need unloading and or carrying the products inside. We do offer upgraded delivery services: Liftgate Service - allows the furniture to be lowered to the ground without having to physically lift the furniture from the back of the truck and lower it to the ground. There may be an additional charge of 65.00 dollars. White Glove Service - is available in many areas and comes in different service levels * Threshold delivery: this will bring the furniture into a garage * Inside delivery: this will bring the furniture into your home and up 1 flight of stairs * Deluxe inside delivery: this will bring the furniture into your home up 2 flights of stairs and into your room of choice * Premium inside delivery: this is the same as deluxe but they will also unpack the furniture, put it together if required and remove the trash. * Not all levels of service are available in all areas. Please contact us for quotes on upgraded delivery services(If you ask or authorize the freight company or driver directly for special freight upgrades instead of requesting it from us beforehand, you will be charged by us for any additional charge incurred from the freight company.) When your freight delivery arrives, it is extremely important that you follow these instructions. Damage during shipment is rare. However, if something is wrong with your shipment, NOT following these instructions will forfeit our right to file a claim on your behalf with the delivery company. Inspect all items for damages both visible and concealed. If there are any damages, please note these on the delivery receipt (bill of lading). If DRIVER IS NOT WILLING TO STAY WHILE YOU INSPECT/UNPACK THE PRODUCT. PLEASE ALWAYS SIGN TRUCK COMPANY RECEIPT(BILL OF LADING) "SUBJECT TO INSPECTION FOR CONCEALED DAMAGE DRIVER WOULD NOT STAY FOR UNPACKING". Call our customer service department immediately upon discovery of damage or missing items.
Can I track my shipment?
You will receive a personal tracking number from us (unless otherwise stated) via email once your order has been shipped for you to personally monitor its progress in transit. (Please supply a correctly spelled email address you check regularly for this service.) NOTE: In some instances, you may not always receive your tracking numbers immediately on the shipping date. That doesn't necessarily mean your order hasn't shipped, it may just mean that we haven't received that particular batch of tracking numbers in yet or there may be a slight lag time in posting.
When will my order arrive? What's the shipping time?
Shipping times stated in product descriptions are average estimates of when a product would usually "ship out" (picked up by carrier) under normal buying conditions and not precise, especially with hand-built furniture and heightened seasonal spending. Orders submitted on weekends are processed on the next business day. We can not be responsible for unforeseen circumstances which may occasionally interfere with an estimated delivery schedule. We make every effort to contact the customer as soon as we become aware of an item out of stock or anticipate a shipping delay. Please, if you need an item for a specific date or important event, please contact us with your request for a more accurate estimate to avoid disappointment. Some items can be shipped express for an additional shipping cost.
Do I need help to move the product into my home?
Under freight company policy, the driver is only authorized to transport merchandise to curbside of residence. Please be prepared to assist with the acceptance and placement of your delivery. You will be notified before with a date and time of delivery for you to make the appropriate plans. There also may be special delivery options available, for a fee, that can include lift gate services and white glove features. Please contact us at, 1-877-595-8543, before ordering if you have any special requests.
Do I need to inspect my product when it arrives from FedEx/UPS?
Yes, please inspect all your products for damage when they arrive.
Consumers have a right to thoroughly inspect package contents when accepting delivery from handler and "noting" obvious shipping damage when signing. If no one is home when order is delivered, please inspect the contents as soon as possible and immediately report any damages sustained in shipping. (Products are not shipped out from any of our craftsman with damaged, torn or excessively taped packaging. If you receive your order in this poor condition, it was obviously sustained in transit and not the fault of the shipper.) Therefore, we ask that you please keep all packaging and contents for verification, and notify carrier and Outdoor Furniture Plus about the damage as soon as possible to receive a timely replacement.
Do I need to inspect my product when it arrives by freight carrier?
Yes, please inspect all your products for damage when they arrive.
Consumers are REQUIRED to be home and MUST inspect shipment contents when accepting delivery of your items from the commercial transport company. If your order has sustained damage, you MUST note it when signing and accepting delivery for insurance compensation. Please do not refuse commercial shipment of a freight delivery as it will be considered a cancellation of the order and the customer will still be responsible for round-trip freight and restocking charges normally 30%. Please sign delivery receipt and make sure to note any damage. If DRIVER IS NOT WILLING TO STAY WHILE YOU INSPECT/UNPACK THE PRODUCT. PLEASE ALWAYS SIGN TRUCK COMPANY RECEIPT(BILL OF LADING) "SUBJECT TO INSPECTION FOR CONCEALED DAMAGE DRIVER WOULD NOT STAY FOR UNPACKING". Call our customer service department immediately upon discovery of damage or missing items.
What if my shipment arrives damaged?
Consumers have a right to inspect package contents when receiving delivery from handler and refusing packages if the product is damaged, stating "damaged upon inspection". (Products are not shipped out from any of our craftsman with damaged, torn or excessively taped packaging.) If you receive your order in this poor condition, it was sustained in transit and fault is with the carrier. If you are not home when your order is delivered, please inspect the contents as soon as possible & immediately notify carrier and Outdoor Furniture Plus of any damage claims within three days of receipt plus retain all original packaging for carrier inspection and/or pickup, in order to receive a timely replacement. (Supporting photos of damage can be helpful.) If you discover a possible defect in product upon delivery which is uncharacteristic of natural wood, please report it to Outdoor Furniture Plus within five days of receipt for restitution.
What is the Cancellation Policy?
On all shipments to customers, Outdoor Furniture Plus incurs shipping and handling costs. If your order shipment is Cancelled, Refused (excluding damage claim) or Undeliverable after shipping, we will only charge your account the outbound and turnaround shipping charges, handling and/or credit card processing fees when/if imposed upon Outdoor Furniture Plus to recover our expenses. In addition, we also reserve the right to impose or waive a restocking fee upon the customer if imposed or waived upon Outdoor Furniture Plus by the manufacturer.
What is the Return Policy?
Outdoor Furniture Plus will gladly refund your original purchase price minus any restocking fees if you are not happy within 30 days of receipt, as long as the product is in its original resalable condition, unused, unassembled, and with original packaging including all accompanying hardware, labels, tags and instructions. Custom items are not returnable but "are" still warranted. Optional stain is customization and only returnable at manufacturer's discretion, along with a restocking charge. Rush/Priority Processing fees are not refundable. Customer agrees to pay return shipping costs (including insurance) on any returned item that is simply unwanted or a product exchange. Subsequent exchanges resulting from an initial product return may be subject to a 30% restocking charge at manufacturer's discretion. Customer must contact Outdoor Furniture Plus first for proper Return instructions. Email: [email protected] Any item with a prefix of "RT" is a non-returnable item. This is also indicated on each page from this manufacturer.