Frequently Asked Questions
How do I track my order?
Once your order has shipped, you will receive a confirmation email with your tracking number and a link to track your shipment. You can also log into your account on our website and view your order status under "Order History." If you have any issues locating your tracking information, please contact us at support@outdoorluxurysupply.com and we'll be happy to assist.
What is your return process?
We accept returns within 30 days of delivery for items in their original, unused condition and original packaging. To initiate a return, please contact our support team with your order number and reason for return. Once approved, we will provide return shipping instructions. Please note that custom or made-to-order items may not be eligible for return. Refunds are processed within 14 business days of receiving the returned item.
Do you offer installation services?
A select few items offer installation services for a fee. Installation availability may vary by location and product type. To request a quote or learn more about installation options for your specific product, please contact us directly and one of our specialists will be in touch.
Are items shipped by freight?
Yes, many of our larger items — such as outdoor structures, saunas, and outdoor kitchens — are shipped via freight carrier due to their size and weight. Freight shipments are delivered curbside unless a white-glove or inside delivery upgrade is arranged. You will be contacted by the freight carrier to schedule a delivery appointment. Please ensure someone is available to receive and inspect the shipment upon arrival.
What is your warranty policy?
All products sold by Outdoor Luxury Supply are backed by the manufacturer's warranty. Warranty terms vary by product and brand. In general, our products carry warranties ranging from 1 to 5 years covering defects in materials and workmanship. For specific warranty details on a product, please refer to the product listing or contact us. To file a warranty claim, reach out to our support team with your order number and a description of the issue.
How do I cancel an order?
If you need to cancel an order, please contact us as soon as possible at support@outdoorluxurysupply.com. Orders that have not yet shipped can typically be cancelled without penalty. Once an order has shipped, it cannot be cancelled and would need to go through our standard return process. Custom or made-to-order items may not be eligible for cancellation once production has begun.
What payment methods do you accept?
We accept all major credit and debit cards including Visa, Mastercard, American Express, and Discover. We also accept Shop Pay, Apple Pay, Google Pay, and PayPal. For large purchases, financing options may be available through Shop Pay Installments. If you have questions about a specific payment method, please don't hesitate to contact us.