Effective Date: May 1, 2026
At Explore Outdoor Co., we carefully select products from trusted manufacturers and suppliers that meet our standards for quality, durability, function, and outdoor living value.
We want you to feel confident in your purchase. If something arrives damaged, defective, incomplete, or incorrect, we will help you work toward a resolution with the applicable manufacturer, supplier, or carrier.
1. Our Commitment
Explore Outdoor Co. is committed to helping customers receive products that are:
Because most products are made, stored, packed, and shipped by the manufacturer or supplier, final remedies may be determined by the applicable supplier, manufacturer, or carrier.
2. What This Guarantee Covers
Our Product Quality Guarantee applies when an item arrives with a verified issue such as:
If an issue occurs, we will help gather documentation, contact the supplier, and coordinate the next available resolution.
3. What This Guarantee Does Not Cover
This guarantee does not cover:
4. Report Issues Promptly
If your product arrives damaged, incomplete, defective, or incorrect, contact us as soon as possible.
Email: sales@exploreoutdoorco.com
Phone: +1 (888) 964-3130
Please include:
Supplier deadlines vary. Some issues must be reported within 48 hours, while others may allow a longer claim window. Delays in reporting may limit our ability to obtain replacement parts, file freight claims, or resolve the issue.
5. Freight Damage
Many large products ship by LTL freight carrier. Freight damage must be handled carefully.
At delivery:
Do not sign the delivery receipt as clear if damage is visible.
For severe visible damage, such as large holes, forklift punctures, crushed crates, exposed damaged product, or major structural damage, delivery refusal may be appropriate depending on the supplier’s instructions.
For minor exterior packaging wear, the correct process may be to accept delivery, note the damage, photograph the shipment, and contact us right away.
6. Concealed Damage
Concealed damage is damage discovered after delivery, once the packaging is opened.
If you discover concealed damage:
For supplier alignment, we recommend reporting concealed damage within 48 hours of delivery or discovery, and no later than 7 days whenever possible, unless a supplier provides a different written deadline.
7. Missing Parts or Incorrect Items
If you believe an item is missing parts or was shipped incorrectly, contact us promptly.
Please do not discard packaging or attempt to substitute parts without approval. Some suppliers may ship replacement parts directly to you after reviewing photos, part numbers, product labels, or assembly documentation.
8. Replacement Parts
In many cases, manufacturers resolve shipping damage, missing parts, or warranty issues by sending replacement parts rather than replacing the entire product.
This is especially common for:
Replacement-part timing depends on supplier review, inventory, production status, shipping timelines, and carrier availability.
9. Manufacturer Defects
If a product appears to have a manufacturing defect, we will help submit the issue to the applicable manufacturer for review.
A verified manufacturing defect may result in:
The available remedy depends on the manufacturer’s written warranty and review process.
10. Product Variations
Some products are handcrafted, made-to-order, or made from natural materials. Variations in color, grain, texture, pattern, patina, finish, or appearance may be normal and are not always considered defects.
This may apply to:
Natural weathering, patina, and minor cosmetic variation may not qualify as damage or defect unless the manufacturer determines otherwise.
11. Installation and Site Requirements
Customers are responsible for confirming that a product is appropriate for their space before purchase.
This includes confirming:
Damage, return requests, or cancellation requests caused by site restrictions, permit issues, or installation incompatibility may not be covered.
12. Supplier-Specific Quality Notes
Leisurecraft
Leisurecraft products should be inspected at delivery. Visible freight damage should be photographed and noted on the Bill of Lading. Missing parts or damage claims must be reported within 30 days of receipt.
Leisurecraft may supply replacement parts or components for approved claims.
Golden Designs / Dynamic / Maxxus / Dynamic Cold Therapy / Dynamic Fluid Fitness
Visible freight damage should be reported immediately at delivery and noted on the delivery receipt. Major visible packaging damage, such as large holes or forklift damage, may require delivery refusal.
Concealed damage, missing parts, or incorrect items should be reported within 48 hours of delivery or discovery, and no later than 7 days whenever possible.
Golden Designs covers shipping for approved warranty replacement parts. Labor, installation, electrician costs, service calls, troubleshooting visits, and third-party work are not covered.
The Outdoor Plus / Videl USA
The Outdoor Plus and Videl USA products may be made-to-order and handcrafted. Finish variation in GFRC concrete, copper patina, stainless steel, and powder-coated finishes is expected.
Concealed damage, missing items, or incorrect items must be reported within 48 hours of delivery with photos and supporting documentation.
Professional installation is required for gas, propane, electrical ignition, and water feature connections.
Exaco
Exaco may resolve damage by sending replacement parts rather than replacing or refunding an entire product.
Customers should generally accept delivery even if packaging is damaged, note damage on the Bill of Lading, take photos, and report the issue promptly.
Greenhouse permits, site compliance, wind/snow exposure, insurance, and placement are customer responsibilities.
White Duck Outdoors
White Duck issues should be reported promptly with photos and order information. Return or exchange requests must be initiated within 15 days of receipt and require prior authorization.
Items must be unused, clean, undamaged, complete, and in original packaging to be considered for return or exchange.
13. Resolution Timing
We will work to resolve product issues as quickly as possible, but timing can vary depending on:
We appreciate your cooperation in providing the documentation needed to resolve the issue efficiently.
14. Relationship to Other Policies
This Product Quality Guarantee should be read together with our:
If there is a conflict between this guarantee and a manufacturer’s written warranty, return policy, damage claim requirement, or supplier term, the manufacturer or supplier term may control.
15. Questions
If you have a concern about product quality, delivery damage, missing parts, or a possible defect, please contact us before attempting repair, assembly modification, installation, or return shipment.
Explore Outdoor Co.
Email: sales@exploreoutdoorco.com
Phone: +1 (888) 964-3130
Hours: Monday–Friday, 9:00 AM–5:00 PM PST
