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ABOUT US

Sitting on the porch, overlooking the beautiful vineyards of Sonoma County, while sharing a glass of wine with friends the inspiration for Outdora was born. The idea was to create a company that offered its customers beautiful and unique outdoor residential items at an excellent value. As a husband and wife team with an eye for design and a background in business, we hope to share with you our passion for outdoor living in style.

Outdora is located in the quaint town of Glen Ellen, California and is a subsidiary of Outdoor Architectural Accents, Inc.

 

HOURS

Outdora Customer Service is available via email at customerservice@outdora.com and phone: (888) OUTDORA [688-3672].

  • Telephone Support is available:
    Monday through Friday: 7 am to 7 pm (PST)
  • Email Support is available:
    7 Days a Week



 

PLACING AN ORDER

  • Orders may be placed 24 hours a day via internet. Additionally, orders may be placed via phone ( 888 OUTDORA [688-3672] ) and fax ( 707 833-4192) during regular business hours (M - F 7 am � 7 pm PST). To place an order by mail, send order and payment information to:
    Outdora
    1605 Warm Springs Road
    Glen Ellen, CA 95442
     
  • Customers placing an internet order will receive an order confirmation via email. For orders placed via fax or mail, a customer service representative will contact the customer upon receipt.
  • Orders placed after 12 Noon PST may not be processed until the following business day.
  • Availability � "Ships within" days quoted in item description refers to business days (Monday through Friday). For example, orders received on a Friday with a �ships within one day� time quote will be sent out on Monday.



 

PAYMENT

  • We accept Visa, MasterCard, American Express, & Discover credit cards.
  • Many of our items are individually crafted for our customers and therefore payments will be processed at the time of the order.
  • We also accept payment by check or money order. Checks should be made out to the order of Outdora. Any order paid by check will not be processed until check funds have cleared. Checks without sufficient funds will be subject to a $25 processing fee.



 

SHIPPING

  • Most Outdora products include free ground shipping via common carrier (i.e. USPS, UPS, FedEx or DHL). Actual shipping time will vary based on the customer�s delivery address.
    ** Alaska & Hawaii customers must choose to upgrade the level of shipping service to 2-day or next day air.
  • Customers that would like to upgrade to a shorter delivery time from ground service can pay an additional fee. Currently we offer ground, 2-day, and next day delivery service for items that are delivered via common carrier.
  • Some items, due to their size and weight, will require shipping via freight service. These items will have a notation in their item description.
  • Customers purchasing items requiring freight delivery service will be contacted by an Outdora representative to make specific delivery arrangements.
  • Since some of our items are shipped directly from the manufacturer, individual items in an order may be shipped separately. Please note that no additional shipping charges will be incurred by the customer.
  • International Customers: Please contact us directly to make shipping arrangements.



 

RETURN/EXCHANGE POLICY

  • Your satisfaction is of the utmost importance to us. If you are not satisfied with a product you have received for any reason, please contact us to return or exchange the item within 30 days of your purchase. All returned items must be returned in their original condition. A refund or credit will be issued upon our receipt of the item less any return shipping costs.
  • In the case of shipping damage, the customer must notify us within 10 days of receipt of the item to be eligible for a refund, exchange or replacement. If an item appears to be damaged due to reasons other than shipping, please contact us to make replacement arrangements.
  • A restocking fee may apply to certain items.
  • Items that are customized may not be returned due to their uniqueness and personalization.



 

WARRANTY

  • One-Year Limited Warranty: We guarantee all of our products to be free of defects in workmanship and materials for a period of one-year from date of purchase. Some manufacturer warranties may exceed this one-year period. See item description for additional warranty information.



 

FREQUENTLY ASKED QUESTIONS

Q: Do you charge sales tax?
A: Only items sold and shipped to destinations in the state of California are subject to sales tax.


Q: How will I know if an item is on backorder and what are my options?
A: If your order includes an item that has been placed on backorder, you will promptly be notified by a Customer Service Representative, who will provide you with options to fulfill your current order.


Q: After placing an order, how long will it be before my package is shipped?
A: Since some of Outdora�s items are shipped directly from the manufacturer, the time before the order leaves the warehouse can vary. For availability and further details, please see individual item descriptions.


Q: I know that you offer free ground service, but what if I need my package sooner?
A: Customers that would like to upgrade to a shorter delivery time from ground service can pay an additional fee. Currently we offer ground, 2-day, and next day delivery service for items that are delivered via common carrier.


Q: Do you offer international shipping?
A: We are willing to make individual arrangements for our international customers. Please contact us directly to discuss shipping options.


Q: How can I return or exchange an item that I purchased?
A: Your satisfaction is of the utmost importance to us. If you are not satisfied with a product you have received for any reason, please contact us to return or exchange the item within 30 days of your purchase. All returned items must be returned in their original condition. A refund or credit will be issued upon our receipt of the item less any return shipping costs.


Q: Can I cancel an order I have already placed?
A: If you would like to cancel your order or a portion of your order, we will make every attempt to fulfill your request, however we cannot guarantee cancellations if made after 1:00 P.M. PST on the day that you place the order. Some of our products are shipped directly from the manufacturer and to ensure prompt delivery the order is transmitted to them as soon as possible. It is therefore very difficult to stop the shipment after they have received the order. Cancellation requests are required to be made by telephone (888) OUTDORA [688-3672], requests made by email may not be honored.


Q: How can I make a change to my order?
A: If you would like to change your order, we will make every attempt to fulfill your request, however we cannot guarantee changes if made after 1:00 P.M. PST on the day that you place the order. Some of our products are shipped directly from the manufacturer and to ensure prompt delivery the order is transmitted to them as soon as possible. It is therefore very difficult to stop the shipment after they have received the order. Requests for changes are required to be made by telephone (888) OUTDORA [688-3672], requests made by email may not be honored.


Q: What do I do if I receive an item that is damaged?
A: In the case of shipping damage, the customer must notify us within 10 days of receipt of the item to be eligible for a refund, exchange or replacement. If an item appears to be damaged due to reasons other than shipping, please contact us to make replacement arrangements.


Q: How can I contact Outdora with other questions I may have?
A: Outdora Customer Service is available via email at customerservice@outdora.com and phone: (888) OUTDORA [688-3672]. Email support is available: 7 Days a Week. Phone support is available Monday through Friday: 7 am to 7 pm (PST).


Q: Can I send an item from Outdora as a gift?
A: It is our pleasure at Outdora to help facilitate your gift needs, unfortunately we are unable to provide gift wrapping at this time, but we are happy to include a gift message as part of an order.