Lead Time, Order Status, Shipping, Return and Refund Policy

Lead Time

Many of our products have long lead time. Each product lead time may be different. Lead time for each product is clearly stated beside product image on each product page. Lead time on each product page is our best estimate to ship after order is placed. Shipping transit time is NOT included in the lead time. Shipping transit time from California USA ranges from a few days to weeks depending your receiving address. Further question can be submitted via our online contact form.

Order Status Checking

After you place your order, you will receive an order confirmation email from us. It is understandable for you to be anxious to know when your order will be shipped. You can reply to the confirmation email to request update on your order. Alternately if you choose to use our online contact form for order status checking purpose, please include the order number from our order confirmation email.

Shipping Charge

When an order is placed, our website applies a shipping charge. Because our products are big, bulky and heavy, shipping cost is high. Our shipping charge only covers cheapest delivery method to your location. For any shipping outside of United States, customer is responsible for any import duty, VAT and brokerage fee. We usually need your physical address for shipping and can’t use PO box location. For any special need on shipping, please contact us.

Shipping Damage

Products shipped from outdoorstirfry.com are big, bulky, heavy and fragile. These increase the chance of shipping damage. At or after delivery, you can reply to our shipping email or use our online contact form if you observe any shipping damage. After shipping damage is reported to us, we strive our best to understand the damage, most of the time by requesting photos from you and your help to set up the product to discover any further damage. Once we understand what need to be replaced, we send replacement parts and may share replacement steps for you to fix the problem. By working together, we avoid any unnecessary return and help you establish a new cooking experience.

Refund Request Before Shipping

Many of our products have long lead time. Lead time varies due to our manufacturing ability, inventory levels, number of orders in queue etc. Before your order is shipped, you can reply to our order confirmation email or use our online contact form to cancel your order. Full refund (charge for product plus shipping charge) is available.

Return Request

Our refund and returns policy lasts 30 days after delivery of your order. If 30 days have passed since delivery, we can’t guarantee you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To initiate your return request, please reply to our shipping email or use our online contact form.

There are certain situations where only partial refunds are granted:

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Any item that is returned more than 30 days after delivery.

Return

After your return or exchange request, upon approval, we will supply shipping address for you to return the product or part.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Refund

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us.

Exchange

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email by replying to our shipping email. We will understand your need by further communicating with you. If approved, we will send shipping address for you to return and exchange.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.