Frequently Asked Questions
FAQ
Do you offer free shipping?
Yes. Outluma offers free standard shipping on all orders within the United States. There are no separate shipping charges at checkout for U.S. orders. See our Shipping & Delivery page for details.
How soon will my order ship?
Many selected launch products have an estimated 1 to 3 business day processing time when inventory is available. Final delivery timing depends on carrier routing, item size, and destination.
Will large outdoor sets arrive in multiple boxes?
Yes. Patio sets, sectionals, and outdoor kitchen carts can arrive in multiple cartons. Boxes may arrive on different days depending on carrier routing.
Do you offer curbside delivery?
Select oversized items may include curbside delivery. Delivery service level depends on the product, carrier, destination, and order size.
What should I do when my order arrives?
Inspect packaging before opening. If you see visible damage, take photos immediately. Keep the original packaging until assembly is complete.
What if parts are missing or damaged?
Email support@outluma.com with your order number, product name, photos, and a short description of the issue. See our Returns Policy and Damage Support page. We will review the case and help with the next step.
What is your return policy?
Unused items may be returned within 30 days of delivery when approved in advance, in original condition with all parts and packaging. We do not charge a restocking fee on approved returns. For returns that are not due to a product issue, the customer is responsible for return shipping. Email support@outluma.com to start a return. See our Returns Policy and Damage Support page for full details.
Can I cancel after placing an order?
Contact us as soon as possible. Once an order is prepared for shipment or handed to a carrier, cancellation may no longer be available.
How do I choose the right product?
Check assembled dimensions, package count, fuel requirements, cushion color, and destination access before checkout. For tight spaces, compare measurements with doors, gates, patios, and stairways.
How can I contact support?
Email support@outluma.com. See our Contact page for what to include.