Customers may request to cancel or exchange their order within 24 hours of purchase by notifying Outdoor Living Haven. After this 24-hour window, the order becomes eligible only for store credit from the brand manufacturer, as production will have commenced and materials allocated to fulfillment.
Made-To-Order and Custom Products
Outdoor Living Haven partners with trusted manufacturers to produce made-to-order and custom products based on the customer’s selected specifications. Once a custom or made-to-order purchase has been submitted, it cannot be canceled, altered, or refunded. We strongly encourage customers to review all details carefully before finalizing their order. By completing the purchase, the customer acknowledges and agrees to Outdoor Living Haven’s no-return and no-exchange policy.
This policy applies to:
- Custom products
- Made-to-order products
Shipping and Delivery Claims
Outdoor Living Haven partners with third-party carriers for all shipments. In the event of shipping-related issues, we must adhere to the carrier’s established policies, including those covering items damaged or lost in transit.
All carriers require that claims be filed within two business days of delivery. Unfortunately, exceptions to this timeframe cannot be made.
Curbside Freight Delivery
Products that exceed standard size or fragility limits are shipped via freight carriers rather than standard ground services. These carriers are equipped and trained to manage large or delicate shipments, ensuring safe and reliable delivery.
- Once your order has shipped, you will receive a tracking number with an estimated delivery date to your local freight terminal.
- The carrier will contact you using the phone number provided to arrange a delivery appointment within 1–2 business days.
- Please note that freight deliveries are scheduled on weekdays only. If you are unable to accept delivery within this timeframe, please contact us for assistance.
- All standard freight deliveries are, meaning the driver will deliver the item to the curb but is not permitted to move it beyond that point.
- Customers needing additional unloading assistance must arrange for a third-party service.
- Many of our products are large and may require multiple people to help with unloading and setup.
At the time of delivery, please inspect your shipment carefully before signing.
The customer has three (3) options:- Inspection at Delivery
- If any damage or defect is visible, you have the right to refuse delivery must immediately contact Outdoor Living Haven within 24 hours to report the issue.
- Any visible damage or missing items must be clearly noted on the delivery receipt. When making a report, you must provide the original Purchase Order # and/or the Invoice Number.
- Please also take clear photographs of the damage, including both close-up images showing the affected areas and full-product images that capture the overall extent of the damage.
- These photos are essential for our records and for initiating a prompt resolution with the carrier and distributor.
- To initiate a damage claim, customers must notify Outdoor Living Haven within 1–2 business days of receiving the shipment
2. Inspection After Acceptance
- If you accept delivery (i.e., sign for the freight or otherwise retain the product) without inspecting all items thoroughly, and subsequently discover damage, you must notify us within 24 to 48 hours of delivery.
- The product must be in the same condition as received (unused and in its original packaging) for any damage claim to be considered.
- We will investigate the damage claim and determine, at our sole discretion, whether a remedy is appropriate.
3. Acceptance by Omission
- If you fail to report damage within the 24 to 48 hour window, you will be deemed to have accepted the product as delivered, and Outdoor Living Haven will not accept a return or issue any credit on account of such damage.
Outdoor Living Haven cannot be held liable for labor expenses or project delays resulting from the delivery of damaged items. We strongly advise waiting to schedule installation until your order has been received and thoroughly inspected for accuracy and condition.
Returns
At Outdoor Living Haven, we’re dedicated to ensuring your shopping experience is exceptional. If a product does not meet your expectations, we’re happy to assist with available solutions.
- Depending on the circumstances, your return may be processed as a standard 30-day return, a 24-hour notice of a damaged item return, or a warranty claim for a defective product.
- Please note that standard 30-day returns follow different rules and timeframes than damaged or defective item claims.
- If your item is defective, we’ll guide you through the manufacturer’s warranty process, which may vary depending on the brand.
Return Eligibility and Conditions
The following items are not eligible for return:
- Products that have been used, installed, or assembled
- Clearance or warehouse deal items
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Made-to-order, custom-made, or special order products
- Items specifically labeled as “non-returnable” in the product description
- Returns requested after the 30-day window
Return Process Details
- All shipping costs — both to and from the customer — will be deducted from the refund. This includes the original delivery cost and the cost of return shipping.
- Once your return request is received, you’ll get a confirmation email with further instructions.
- Upon approval, you will receive a Return Authorization, return shipping labels, and step-by-step return instructions. Approved returns must be shipped back within 30 days of approval.
- For freight returns, a photo of the item is required prior to authorization. A simple phone photo is sufficient — this helps document the item’s condition before return shipping.
- All items must be securely packaged using the original inner and outer boxes, including all manuals, hardware, parts, and packing materials, to prevent damage during transit.
- Once the returned product is received and inspected by Outdoor Living Haven, your refund will be processed. Refund timing may vary depending on the original payment method.
Please note:
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Any items returned outside of this process or beyond the 30-day period will not be eligible for a refund.
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Returns shipped independently without prior authorization will also be ineligible for a refund.
Responsibility
Outdoor Living Haven assumes no responsibility for any damage or injury resulting from improper installation or misuse of products purchased from our store.
Website Information Accuracy
We strive to keep all information on our website accurate and up to date. However, occasional errors or delays may occur. Because regulations and industry standards are continually evolving, some details may change without notice.
Outdoor Living Haven is not responsible for any inaccuracies, omissions, or outcomes resulting from the use of the information provided on our website.
Holiday Delivery Schedule
To help ensure your purchase arrives in time for Christmas delivery, please note the following order deadlines:
- Standard Orders: Must be placed no later than December 11 to allow sufficient time for freight carrier delivery before the holiday.
- Made-to-Order and Custom Orders: Must be placed by November 11 to accommodate production and freight transit times.
Orders submitted after these dates cannot be guaranteed for holiday arrival. Outdoor Living Haven will make every effort to ship promptly; however, delivery timelines ultimately depend on carrier schedules and holiday demand.
Customer Correspondence
Outdoor Living Haven provides multiple ways to reach our team for assistance, including live chat on our website, an online contact form, and the phone number listed on our site. For the most efficient service, we recommend submitting an inquiry through our contact form or reaching out by phone.
If you choose to communicate via email, please check your inbox regularly. In some cases, messages may be filtered into your junk or spam folder due to email provider security settings.
Freight Forwarder Policy
In rare or special circumstances where a customer arranges for their own freight forwarder, responsibility for the shipment transfers once it leaves the carrier contracted by Outdoor Living Haven. At that point, Outdoor Living Haven is not liable for any loss or damage, and all shipping claims must be handled directly with the customer’s designated freight forwarder.
Transaction Tax
Sales tax is collected at the time of purchase. Tax-exemption is available only to qualified business purchasers (not individual consumers). Tax-exempt orders may only be processed by telephone with a sales representative. A valid exemption certificate must be on file prior to placing your order; otherwise tax will be charged.
Sales tax charged on online purchases is non-refundable unless the entire order is canceled or returned for a full refund. If you are tax-exempt and made your purchase online, please contact us by phone for all future orders so your exemption can be properly applied.