Effective Date: May 1, 2026
At Explore Outdoor Co., we work with manufacturers and suppliers to fulfill orders as quickly and accurately as possible. Many of our products are large, freight-shipped, made-to-order, special-order, or supplier-fulfilled. Because of this, cancellation eligibility depends on the product brand, order status, supplier requirements, and whether the order has entered processing, production, packing, or shipment.
Please review your order carefully before submitting payment.
1. Cancellation Requests
If you need to cancel an order, contact us as soon as possible at:
Email: sales@exploreoutdoorco.com
Phone: +1 (888) 964-3130
Please include:
Submitting a cancellation request does not guarantee cancellation. We will confirm whether the order is still eligible based on supplier status and product type.
2. General Cancellation Policy
Orders may be canceled only if the applicable supplier has not begun processing, production, packing, freight scheduling, or shipment.
Once an order has entered processing or production, cancellation may no longer be available. Once an order has shipped, cancellation is no longer available and the order will be handled under our Returns & Refund Policy, if eligible.
The following orders may have limited or no cancellation eligibility:
3. Made-to-Order and Custom Products
Made-to-order and custom products often enter production quickly after an order is placed.
Once production begins, made-to-order and custom products are generally non-cancelable, non-returnable, and non-refundable unless the supplier approves an exception or the order issue is caused by manufacturer error.
This includes many products from The Outdoor Plus, Videl USA, and other special-order suppliers. The Outdoor Plus confirmed that all The Outdoor Plus products are made-to-order and non-cancelable/non-returnable once production begins, with cancellation or modification requests generally limited to the first 24–48 hours if production has not started. Their written warranty/return document also states no returns on made-to-order goods or custom features.
4. Supplier-Specific Cancellation Terms
Leisurecraft
Leisurecraft orders may be canceled without penalty up to 14 days from order entry. After 14 days, a cancellation fee may apply. Within 7 days of the ship date, the order cannot be canceled.
Order changes follow a similar structure. Changes after 14 days may incur a change fee, and changes within 7 days of shipment may not be available. Address changes after shipment may result in additional carrier or supplier fees.
Golden Designs / Dynamic / Maxxus / Dynamic Cold Therapy / Dynamic Fluid Fitness
Golden Designs orders must be canceled within 24 hours of purchase to be eligible for cancellation.
If a customer does not respond to required shipping confirmation or pre-call communication after repeated attempts, the order may be canceled after 8 days.
Once an order has shipped, or once the product is no longer cancelable under supplier terms, the order will be handled under the applicable return policy. Golden Designs returns require authorization and may include original outbound freight, return freight, storage, handling, and restocking fees.
The Outdoor Plus / Videl USA
The Outdoor Plus and Videl USA products may be canceled or modified only within the initial 24–48 hours after order placement, and only if the order has not entered production.
After production begins, made-to-order products are non-cancelable and non-returnable.
After 48 hours, approved cancellation or modification requests may be limited to store credit and may be subject to a 25% restocking fee.
Exaco
Exaco cancellation eligibility depends on order status, product type, and shipment status. Many Exaco orders process quickly, and under normal circumstances, orders received before noon may ship the same day.
If an Exaco order has already shipped, cancellation is no longer available. If a return is approved, the customer may be responsible for original outbound shipping, return shipping, restocking fees, and any damage or packaging deductions. Exaco does not provide standard buyer’s remorse returns.
Custom or special-order greenhouse orders may have additional cancellation limits once ordered, processed, or submitted to the supplier.
White Duck Outdoors
White Duck cancellations for products paid by credit card may incur a 5% cancellation fee.
If the order has already shipped, cancellation is treated as a change-of-mind return, with applicable return shipping costs and restocking fees paid by the customer.
5. Backorders
If an item is temporarily out of stock or backordered after your order is placed, we will contact you with available options.
Depending on the item and supplier, options may include:
We will not knowingly substitute an item without your approval.
If you choose to keep a backordered item open, the order may become subject to supplier cancellation restrictions once the item is reserved, allocated, processed, or shipped.
6. Price Errors and Availability Errors
We make every effort to keep product pricing, availability, and product information accurate. However, errors may occasionally occur.
Explore Outdoor Co. reserves the right to cancel or modify an order before fulfillment if:
If this happens, we will contact you before fulfillment whenever possible. You may have the option to proceed at the corrected price, select an alternative item, or cancel the order.
7. Address Changes and Order Changes
Please review your shipping address, phone number, product selection, quantity, color, finish, fuel type, size, electrical requirements, and delivery details before placing your order.
Order changes may not be possible once the order is submitted to the supplier.
Changes may include:
If changes are possible, additional supplier, carrier, freight, rerouting, or administrative fees may apply.
8. Refused Delivery
Refusing delivery without prior authorization is not considered a valid cancellation.
If you refuse delivery without approval, you may be responsible for:
Refused deliveries are handled under the applicable supplier’s return policy and may not be eligible for refund.
9. Refunds for Canceled Orders
If a cancellation is approved before the order enters processing, production, or shipment, we will issue a refund to the original payment method.
Refunds may be reduced by applicable fees, including:
Refund timing depends on supplier approval, payment processor timing, and your bank or card issuer.
10. Chargebacks and Payment Disputes
If you have a concern about an order, cancellation, backorder, shipping issue, or return, please contact us first so we can help resolve it.
Filing a payment dispute or chargeback before allowing us to address the issue may delay resolution and may limit our ability to coordinate with the supplier, carrier, or payment processor.
11. Questions
If you are unsure whether an item can be canceled, modified, or returned, please contact us before placing your order.
Explore Outdoor Co.
Email: sales@exploreoutdoorco.com
Phone: +1 (888) 964-3130
Hours: Monday–Friday, 9:00 AM–5:00 PM PST
