Effective Date: May 1, 2026
Below are answers to common questions about ordering, shipping, delivery, returns, warranties, and product support at Explore Outdoor Co.
Ordering
Are you the manufacturer?
No. Explore Outdoor Co. is an authorized online retailer. We sell products from trusted manufacturers and suppliers, and many products ship directly from the manufacturer or supplier warehouse to the customer.
Where is Explore Outdoor Co. located?
Explore Outdoor Co. is based in Seattle, Washington and operated by KCR Solutions LLC.
How do I contact you?
You can contact us at:
Email: sales@exploreoutdoorco.com
Phone: +1 (888) 964-3130
Hours: Monday–Friday, 9:00 AM–5:00 PM PST
Can I change or cancel my order after placing it?
Maybe. Cancellation and change eligibility depends on the supplier, product type, and order status.
Some orders can be changed or canceled shortly after purchase. Others, especially made-to-order, custom, special-order, or freight-shipped products, may become non-cancelable once production, processing, packing, or shipment begins.
Please contact us as soon as possible if you need to make a change.
What happens if there is a pricing or availability error?
We make reasonable efforts to keep pricing and availability accurate, but errors can happen. If an item was listed at an incorrect price, has incorrect availability, or cannot be fulfilled as listed, we may contact you before fulfillment with options to proceed at the corrected price, choose an alternative item, or cancel the order.
Shipping & Delivery
Where do you ship?
We primarily ship within the contiguous United States. Some products may not be available for Alaska, Hawaii, U.S. territories, islands, remote areas, or limited-access locations.
Is shipping free?
It depends on the product and supplier.
Some products include shipping in the listed price, including eligible Leisurecraft and Golden Designs products. Other products, such as select Exaco, The Outdoor Plus, and Videl USA items, may require a shipping or freight quote before fulfillment.
If additional shipping charges apply, we will contact you before fulfillment.
Why do some products require a freight quote?
Some products are large, heavy, oversized, custom, or destination-dependent. Freight costs can vary based on product size, delivery address, carrier availability, liftgate needs, remote location, and special delivery requirements.
When needed, we confirm freight charges before fulfillment.
How long will my order take to ship?
Shipping timelines vary by supplier, product type, inventory status, and destination.
In-stock parcel items may ship within a few business days. Freight items may take longer. Made-to-order, custom, or special-order products may require additional production time before shipment.
Any timeline provided is an estimate and may change due to production, backorders, carrier delays, weather, or freight scheduling.
Will I receive tracking?
Yes, when tracking is available, we will send it by email. For freight shipments, tracking may show arrival at a local terminal before the final delivery appointment is scheduled.
What is curbside freight delivery?
Curbside freight delivery means the carrier delivers the product to the curb, end of driveway, or nearest accessible delivery point.
Unless specifically stated otherwise, freight delivery does not include white-glove delivery, inside delivery, garage delivery, backyard delivery, assembly, installation, unpacking, or moving the product to its final location.
Do freight deliveries include white-glove delivery?
No, unless specifically stated in writing. Most freight deliveries are curbside or end-of-driveway only. You are responsible for moving the product from the delivery point to its final location.
Do I need help on delivery day?
For large freight items, yes. Many products are heavy and may arrive on a pallet, in crates, or in multiple boxes. You may need additional adults, a dolly, cart, trailer, forklift, contractor, installer, or moving help depending on the product.
Is liftgate delivery included?
It depends on the supplier, carrier, product size, crate size, and delivery location.
Some suppliers typically include liftgate service for residential freight. For other oversized or long-crate shipments, liftgate service may not be guaranteed. If liftgate availability is important, contact us before ordering.
What if the carrier cannot access my driveway or road?
If the delivery location is inaccessible due to narrow roads, steep or long driveways, low trees, power lines, gates, gravel roads, dirt roads, remote location, or other access issues, you may need to meet the carrier at the nearest safe and accessible location.
Additional charges may apply for redelivery, storage, rerouting, special equipment, address corrections, or failed delivery attempts.
Delivery Inspection & Damage
What should I do when my freight delivery arrives?
Before signing the delivery receipt or Bill of Lading:
Do not sign as “clear” if damage is visible.
Should I refuse delivery if the box is damaged?
It depends on the supplier and severity of the damage.
For severe visible damage, such as forklift punctures, large holes, crushed crates, exposed damaged product, or major structural damage, refusal may be appropriate.
For minor exterior packaging wear, scuffs, small dents, or cosmetic box damage, the correct process may be to accept delivery, note the damage, photograph everything, and contact us right away.
What is concealed damage?
Concealed damage is damage discovered after delivery, usually after opening the packaging.
If you discover concealed damage, keep all packaging, take photos, stop assembly if continuing could worsen the issue, and contact us immediately.
How quickly do I need to report damage or missing parts?
Report visible freight damage immediately at delivery.
Concealed damage, missing parts, or incorrect items should be reported as soon as discovered. Some suppliers require reporting within 48 hours, while others allow a longer window. Delayed reporting may limit available remedies.
Returns & Cancellations
Can I return my order?
Return eligibility depends on the supplier, product type, order status, and item condition.
Many large, freight-shipped, made-to-order, custom, opened, assembled, installed, used, or water-filled products are not eligible for standard buyer’s remorse returns.
Please review our Returns & Refund Policy before ordering.
Do returns require approval?
Yes. All returns require prior written authorization. Do not ship anything back without return instructions or a Return Merchandise Authorization when required.
Unauthorized returns may be refused and may not be eligible for refund.
Who pays return shipping?
If a return is approved, the customer may be responsible for return shipping, original outbound freight, restocking fees, storage fees, packaging costs, and other supplier or carrier charges.
Even if shipping was included or shown as free at checkout, original freight costs may be deducted from an approved refund if required by the supplier.
Are made-to-order products returnable?
Usually no. Made-to-order and custom products are generally non-returnable once production begins.
This commonly applies to The Outdoor Plus and Videl USA products, custom fire features, custom finishes, and other special-order items.
What if I ordered the wrong size, color, fuel type, or model?
Please contact us immediately. If the order has not entered processing, production, or shipment, a change may be possible.
If the order has already moved forward, changes may not be available and the order may be subject to the applicable supplier’s cancellation or return terms.
Warranty & Product Support
Do products include a warranty?
Many products include a manufacturer warranty, but warranty coverage varies by brand, product type, component, and intended use.
Explore Outdoor Co. does not provide an independent product warranty beyond the applicable manufacturer warranty, but we will help coordinate warranty claims when possible.
What does warranty usually cover?
Manufacturer warranties often cover defects in materials or workmanship under normal use, but coverage depends on the manufacturer’s written warranty.
Warranty coverage may vary for structural parts, electrical components, burners, ignition systems, finishes, accessories, and replacement parts.
What is usually not covered by warranty?
Unless the manufacturer states otherwise, warranties generally do not cover labor, installation, electrician costs, plumbing or gas work, service calls, improper assembly, improper installation, misuse, weather damage, customer damage, third-party moving damage, normal wear, or failure to follow the owner’s manual.
How do I start a warranty claim?
Contact us at sales@exploreoutdoorco.com with:
We’ll help gather the information needed for the manufacturer review.
Product & Installation Questions
Do you provide installation?
No. Unless specifically stated in writing, Explore Outdoor Co. does not provide assembly, installation, electrical work, gas work, plumbing, permitting, site preparation, or contractor services.
Do I need professional installation?
Some products require professional installation, including gas fire features, propane products, electronic ignition systems, water features, outdoor kitchens, grills, saunas requiring dedicated electrical service, and some large structures.
Customers are responsible for hiring qualified professionals and following all local codes, permits, HOA rules, and manufacturer instructions.
Are product colors and finishes exact?
Not always. Many products are handcrafted or made from natural materials. Variation in wood grain, concrete texture, copper patina, corten steel, stainless steel, powder coating, and other finishes may occur and is not always considered a defect.
Do I need permits?
You are responsible for checking local permit, zoning, HOA, utility, and code requirements before ordering or installing any product.
This is especially important for greenhouses, fire features, saunas, outdoor kitchens, gas appliances, electrical products, and permanent or semi-permanent structures.
Supplier-Specific Questions
Are Leisurecraft products returnable?
Leisurecraft does not accept standard buyer’s remorse returns. If an exception is ever approved by the manufacturer, restocking and freight fees apply.
Are Golden Designs products returnable?
Golden Designs products are not eligible for standard returns once opened, assembled, installed, used, or filled with water. Unused returns may be considered within 30 days with prior authorization and are subject to freight and restocking fees.
Are The Outdoor Plus and Videl USA products returnable?
The Outdoor Plus products are made-to-order and non-returnable once production begins. Custom features are non-returnable. Videl USA generally follows the same core shipping, damage claim, and warranty structure.
Are Exaco products returnable?
Exaco does not provide standard buyer’s remorse returns. If a return is approved, the customer is responsible for outbound and return freight, and greenhouse returns are subject to a minimum restocking fee.
Are White Duck products returnable?
White Duck return or exchange requests must be initiated within 15 days of receipt. Items must be unused, clean, undamaged, complete, and in original packaging. Prior authorization is required.
Still Have Questions?
We’re happy to help before you place an order.
Explore Outdoor Co.
Email: sales@exploreoutdoorco.com
Phone: +1 (888) 964-3130
Hours: Monday–Friday, 9:00 AM–5:00 PM PST
