Shipping policy

Shipping Policy

Effective Date: January 1, 2026

 

 

1. Introduction

At My Outdoor Haven, we aim to provide a seamless and transparent shipping experience for our customers. This Shipping Policy outlines the terms and conditions related to the delivery of products purchased from our website, myoutdoorhaven.com.

 

 

2. Shipping Destinations

Countries We Ship To:

  • United States

 

Future Expansion:

We are continually working to expand our shipping destinations. Please check back regularly for updates.

 

 

3. Shipping Costs

Domestic Shipping (United States):

  • Standard Shipping: Free shipping on all orders over $500
  • Flat Rate Shipping: $15 flat rate for orders under $500

International Shipping:

International orders may be subject to customs fees, import duties, taxes, or other charges imposed by your local government. These charges are the customer's responsibility.

No Hidden Fees

All shipping costs are calculated and displayed at checkout. There are no hidden fees.

 

 

4. Order Processing Time

Processing Time:

  • Orders are processed within 1-2 business days (Monday to Friday, excluding holidays).

Order Cut-Off Time:

  • Orders placed before 4:00 PM EST will begin processing the same day.

Weekend and Holiday Orders:

  • Orders placed on weekends or public holidays will be processed on the next business day.

 

5. Estimated Delivery Time

Domestic Shipping:

  • Standard Shipping: 5 - 15 business days
  • Expedited Shipping if Available: 3 - 5 business days

5a. Large Structures & Freight Items (Greenhouses, Garden Rooms, Gazebos, Saunas, Pergolas)

The processing and delivery times in Sections 4 and 5 above apply to standard parcel items (accessories and small goods). Greenhouses, garden rooms, gazebos, saunas, and pergolas are oversized, made-to-order, or freight-shipped items and follow the timelines below instead:

  • In-stock units: Ship within 1–2 weeks of confirmed order; curbside freight delivery typically 3–7 business days after dispatch.
  • Custom or out-of-stock units: Built to order; allow 12–16 weeks from confirmed order to delivery, depending on configuration.
  • Delivery method: LTL freight to curbside only. A liftgate is provided where available; the customer is responsible for moving crated materials from the curb and for confirming truck access to the delivery address. Inside delivery, assembly, and debris removal are not included.
  • Inspection at delivery: Please inspect all packaging on arrival. Note any visible damage on the delivery receipt before signing, and report damage to us within 5 days with photos. Claims for freight damage cannot be processed after the carrier has departed and the delivery has been accepted as undamaged.
  • Order confirmation: Your card will not be charged until we confirm a specific delivery window, usually within 1–2 business days of your order.

In the event of any conflict between this section and Sections 4–5, this section controls for large structures and freight items.

Notes:

Delivery times are estimates and may vary due to factors beyond our control, such as weather conditions, customs delays, or carrier issues.

 

 

 

6. Shipping Methods and Carriers

Reliable Carriers:

  • Domestic Carriers: USPS, UPS, FedEx
  • International Carriers: DHL, FedEx International
  • We partner with reputable carriers to ensure your package arrives safely.

Shipment Tracking:

  • All orders include tracking information, which will be provided via email once your order has shipped.

Insurance:

  • Shipments are insured against loss or damage. If you encounter any issues, please contact us promptly.

 

 

7. Order Tracking

Tracking Information:

  • Tracking Number
  • Carrier Name
  • Link to Track Your Package

After your order has been shipped, you will receive an email containing:

  • How to Track Your Order:
  • Visit myoutdoorhaven.com/pages/track-order or the carrier's website.
  • Enter your tracking number to view the status and estimated delivery date.

Assistance:

If you have questions or need assistance with tracking, please contact our Customer Service.

 

 

8. Delivery Issues

8.1 Delayed or Lost Packages

Delayed Delivery:

  • If your package is delayed beyond the estimated delivery time, please contact us at sales@myoutdoorhaven.com or (475) 445 - 2191.

Lost Packages:

  • Verify the shipping address provided.
  • Check with neighbors or building management.
  • Contact us for further assistance.
  • If your tracking information indicates that your package was delivered but you have not received it:

8.2 Damaged Packages

Reporting Damage:

  • Take photos of the damaged packaging and items.
  • Contact us within 5 days at sales@myoutdoorhaven.com.

If your package arrives damaged:

Resolution:

We will work with you to arrange a replacement or refund as appropriate.

 

 

9. Missing Items

Reporting Missing Items:

  • Contact us within 5 days of receiving your package.
  • Provide your order number and details of the missing item(s).

If any items are missing from your order:

Resolution:

We will investigate and resolve the issue promptly by sending the missing item(s) or offering a refund.

 

 

10. Return and Refund Policy

Returns:

  • Returns are accepted within 30 days of receiving your order.

Conditions for Returns:

  • Items must be unused, undamaged, and in their original packaging.
  • Certain items (e.g., personalized or perishable goods) may not be eligible for return.

Return Shipping Costs:

  • Customer Responsibility: Return shipping costs are the customer's responsibility unless the item is defective or not as described.
  • Company Responsibility: If the return is due to our error, we will cover the return shipping costs.

Refunds:

  • Refunds are processed within 14 days after receiving the returned item.
  • Refunds will be issued to the original payment method.

For More Information:

Please refer to our Return and Refund Policy for detailed information.

10a. Returns on Large Structures & Freight Items

Because greenhouses, garden rooms, gazebos, saunas, and pergolas are oversized, made-to-order, or custom-configured, the standard 30-day return terms in Section 10 do not apply to them. Instead:

  • Custom or made-to-order configurations are non-returnable once production has begun, as they are built to your specifications.
  • In-stock standard units may be returned within 30 days of delivery only if unassembled, unused, and in original undamaged packaging. Return freight is the customer's responsibility, and a restocking fee of 20% applies to cover return freight coordination and inspection.
  • Order cancellations before shipment can be made at no charge up until production or dispatch begins. Once an order has shipped or entered custom production, cancellation may be subject to freight and restocking costs.
  • Defective or damaged items are always covered — see Sections 8.2 and 5a for the freight-damage inspection process. Manufacturer warranty claims are handled per each manufacturer's terms.

In the event of any conflict between this section and Section 10, this section controls for large structures and freight items.

 

11. Incorrect Address

Address Accuracy:

  • Please ensure that all shipping information is correct. We are not responsible for orders shipped to incorrect addresses provided by the customer.

Returned Packages:

  • We will contact you to arrange reshipment.
  • Additional shipping charges may apply.

 

 

12. International Customs and Duties

Customs Clearance:

  • International shipments may require customs clearance, which can cause delays beyond our original delivery estimates.

Taxes and Duties:

  • Import duties, taxes, and charges are not included in the item price or shipping cost. These charges are the buyer's responsibility.

Customs Policies:

  • Customs policies vary widely by country. Please contact your local customs office for more information.

 

 

13. Contact Information

If you have any questions or concerns regarding your shipment, please contact us:

Customer Service Email: sales@myoutdoorhaven.com

Customer Service Phone: (475) 445 - 2191

Our customer service team is available Monday to Friday, 10 AM to 4 PM EST.

 

 

14. Changes to This Shipping Policy

We reserve the right to modify this Shipping Policy at any time. Changes and clarifications will take effect immediately upon posting on the website. We encourage you to review this policy periodically.

 

 

Thank you for shopping with Myoutdoorhaven.com!

We appreciate your business and are committed to providing you with exceptional service.