Frequently Asked Questions

RETURNS

How long do I have to make a return?

Returns mailed back outside of that 60-day window will be deemed ineligible for return and sent back to the receiver's address.

CLICK HERE TO CONTACT CUSTOMER SERVICE ABOUT A RETURN

What are your returnable conditions guidelines?

In order to be eligible for a full refund, your returned item(s) must meet the Live Out There return guidelines. Please be courteous and ask yourself the following question: Would you consider this item to be brand new in its current condition?

It is the responsibility of the customer to let the team at Live Out There know if their product arrived damaged or incomplete. We request that you please inform our Customer Relations department of any defects or damages immediately upon arrival. You can reach them by email at [email protected] or by phone at 1-855-577-2556. Otherwise, your item(s) may be refused upon inspection.

If your return item does not pass our quality control inspection, it will be held at our warehouse temporarily until the appropriate shipping arrangements can be made. As a company, we have the right to refuse or restrict refunds for any items being returned to our warehouse.

  • No Tags, No Refunds, No Exceptions.
  • Returns need to be postmarked within 60 days of your delivery date.
  • Items that arrived damaged to be postmarked within 3 days.
  • Returned items must be free of scuffs, scratches, odors, obvious damage or wear, stains and hair.
  • All original packaging must be sent back with the parcel.
  • All products must be sent back in a secondary package to avoid damage during transit.

Can I send more than one order back on the same parcel?

Absolutely! You just need to generate one return label with a certain order number. This label can be used for multiple orders. We just ask that you indicate the parcel which item(s) came from which order(s). This ensures that our warehouse team will be able to issue the appropriate refunds.

Where do I take my parcel to have it returned?

Once you have received and printed your return label, you can simply take the parcel to your nearest Canada Post office and have it shipped back to us. Please note that Live Out There cannot be liable for lost in-bound packages.

How long will it take to get my refund?

From the date of delivery to our returns warehouse, you can expect 3-5 business days for the return to be successfully processed and refunded. Please allow up to 5 business days for your credit card company or PayPal to process this request after submission. If you do not receive your refund within this timeframe, please do not hesitate to reach out to us to inquire - we are here to help! 1-855-577-2556

 

Live Out There Accounts

 

I have subscribed to Live Out There’s Newsletter, does that make me an account holder?

If you subscribe to our mailing list, it does not sign you up for a Live Out There account. However, this subscription will provide you with access to our promotional emails in regards to upcoming sales! If at any point you no longer want to receive promotional emails, you can simply unsubscribe at the bottom of one of the emails you receive.

What does it mean to be a Live Out There account holder? Does that mean I have subscribed to your newsletter?

Being an account holder does not mean that you have subscribed to our mailing list and does not warrant any additional charges. It is free to sign up and allows you to store and access information more efficiently.

What are the benefits of having a Live Out There Account? 

Though you do not need to be an account holder to shop with Live Out There, it does provide some great benefits!

  • Efficient checkout experience: You can choose to save your billing/shipping address(s) as well as your credit card information under your account. The system will automatically input this previously saved information to help expedite the process. All information provided is secured and the staff at Live Out There are unable to access any credit card details
  • Easy access to order history: All orders placed under your account will be recorded so that you can reference the invoices at any time. In addition, you will be able to easily check the order status of each purchase: Processing, Complete or Refunded.
  • Expedite the return process: You are able to login to your account and request a return label through a simple, prompted submission process. All orders eligible for return will be available in the drop-down menu.

What are you doing with my personal information?

We completely understand the hesitation with online shopping so please visit our Privacy Policy page for more information.

 

Order and Payment Information

 

Are your prices in Canadian dollars?

Yes, all of the prices displayed on www.LiveOutThere.ca are in Canadian dollars. For US dollar pricing, please visit www.LiveOutThere.com.

When will I be charged?

Your credit card or PayPal account will be charged immediately after the order is successfully placed.

How is tax calculated?

All charges comply with provincial tax regulations and are calculated based on the shipping address provided at the time of purchase.

Will I receive an order and shipping confirmation?

All customer invoices are sent electronically to the email provided. You will receive a confirmation with your order number shortly after you place the order successfully. Likewise, you will receive a shipping confirmation email with your Canada Post tracking number once the package has been processed and is in the queue for shipment. The tracking number will display updated tracking information once the parcel has been scanned and is in transit. Please note that you will not receive a paper invoice with your parcel - this is done to help reduce our environmental impact.

Can I edit and/or cancel my order?

Due to restrictions on our inventory management system and the large volume of orders we receive daily, we are unable to edit orders that are currently in the processing status. If you need to cancel your order, you can reach out to our customer service team ([email protected]) and they will do their best to stop the order; however, we are unable to make any guarantees.

Can I use an international credit card?

Our apologies for any inconvenience this may cause but we can only accept credit cards with a billing address in Canada or the United States.

Can I save my credit card information

If you have a Live Out There account, you can choose to save your credit card information to expedite the checkout process. All saved credit cards are encrypted and stored by our payment processor. Your credit card number is not accessible to Live Out There employees and will be stored on any of the Live Out There servers.

Can I change or delete my saved credit card?

Yes, to change or delete your saved credit card, sign into your account and click "Saved Credit Cards" and click "Remove" on the credit card you no longer want to be saved.

Can I save a credit card if I am not a member?

No, you must have an account with Live Out There in order to save your credit card information. To create an account, you can simply go to the homepage of LiveOutThere.com and click "Sign Up." The system will prompt you for the information it needs to create the account.