Shipping policy

SHIPPING & DELIVERY POLICY

 

1. Order Confirmation & Processing Immediately after ordering, you will receive an order confirmation email. We process orders within 1-2 business days.

  • Note: "Processing" means we have received your order and are preparing it for shipment. It does not mean it has left the warehouse yet.

2. Shipping Times (Freight/LTL) Because we sell large, heavy outdoor equipment, we ship via Freight Carriers (not FedEx/UPS).

  • Estimated Transit Time: 3-5 Business Days after leaving the warehouse.

  • Tracking: You will receive a tracking number via email within 24 hours of the item shipping.

  • USA Only: We currently do not ship outside of the contiguous United States.

3. Delivery Options (Read Carefully)

  • Option A: Standard Curbside Delivery (FREE)

    • The driver will lower the pallet to the curb at the end of your driveway.

    • IMPORTANT: You are responsible for moving the item from the curb to your house/backyard. The driver will not bring it inside or up stairs.

    • Requirement: Someone 18+ must be present to sign for the delivery.

  • Option B: White Glove Delivery (Upgrade)

    • Includes: Moving the item to your room of choice/backyard, unpacking, and debris removal.

    • Note: No installation or assembly is included (except minor setup). Saunas are delivery only.

    • Cost: Calculated at checkout.

4. DAMAGES & INSPECTION (CRITICAL PROTOCOL) Your shipment is 100% insured, but you must follow these steps for the insurance to apply.

  • STEP 1: Inspect BEFORE You Sign.

    • When the driver arrives, do not sign the paperwork immediately.

    • Walk around the pallet. Look for tears, crushed corners, or open boxes.

    • Note: The driver may be in a hurry. That is okay. Take your time to inspect.

  • STEP 2: Found Damage? Take Photos & REFUSE.

    1. Take Photos: Take clear pictures of the damage while it is still on the truck if possible.

    2. Refuse Delivery: Tell the driver, "I am refusing delivery due to damage."

    3. Do Not Sign: Do not sign the receipt. If you sign, you are legally accepting the item "as is."

  • STEP 3: Report Within 24 Hours (Mandatory).

    • You must email the photos and your order number to support@outdoorhubusa.com within 24 hours of the delivery attempt.

    • Why? Freight carriers have strict timelines. If you wait longer than 24 hours, the insurance claim may be denied.

    • The Fix: Once we receive your photos/report, we will handle the claim and ship out a brand new replacement unit to you immediately.

5. Missed Appointments & Fees Freight carriers will call you to schedule a delivery appointment.

  • Missed Appointment: If you are not home for your scheduled appointment, the carrier will charge a Redelivery Fee. This fee will be passed on to you.

  • Address Changes: If you need to change the shipping address after the item has shipped, a Reconsignment Fee will apply.

6. Cancellations & Returns

  • Cancellations: If you cancel an order after it has already shipped, you will be responsible for the actual shipping costs (both outbound and return) plus a restocking fee. These costs will be deducted from your refund.