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Shipping & Returns

Last Updated: July 20th, 2022

Shipping - Standard Delivery

Outer's shipping times vary depending on date of purchase and the specific product ordered. If you have a question about your product's specific order time, please feel free to email us at [orders@liveouter.com](mailto:orders@liveouter.com).

Live in a condo, apartment, high rise, metro area or another unique delivery space? Please see the Shipping - Unique Deliveries section below. 

We're offering FREE contactless, curbside delivery for sofas and rugs to ensure your safety. 

Minor self-assembly for sofas is required with our Wicker Collection (attaching the legs), as well as package disposal. 

For soft goods and accessory delivery information, please see the Shipping - Accessory Deliveries section below.

 

Outer Sofa Delivery Process

Due to the unique size of our sofa, Outer ships in two steps: from our warehouse to a local delivery hub near you, and from the hub to your home. Here’s what to expect during the delivery process. 

Before Your Delivery 

Once your Outer sofa leaves our warehouse, you will receive a shipping notification email and SMS notification with your tracking number (if available). One of our delivery partners will reach out to you to schedule delivery from the local hub to your home within 3-7 days of receiving your shipping notification email. 

To update your delivery address or contact information, please contact [orders@liveouter.com](mailto:orders@liveouter.com). 

To reschedule an existing delivery appointment, please contact the local delivery hub team via the customer support contact number they provided you. 

On Your Delivery Day 

Your carrier will do the best they can to contact you before you arrive, but it’s not always possible. 

When the delivery team arrives for our curbside program, they will: 

  • Take your Outer boxes off the truck. 
  • Place the sofa boxes at the first dry, flat space at your address 
  • NOTE: Depending on your region, your delivery may arrive in a carrier branded truck or an unmarked delivery truck. 

After Your Delivery 

You are responsible for the following steps after your Outer sofa is delivered: 

  1. Open each sofa box to check for order accuracy and any damages. 
  2. Arrange your Outer configuration to your liking. 
  3. Connect the chair with the provided clips. 
  4. Unwrap your cushions and place them on their respective sofa chairs. 

If you need assistance at any point during your unboxing experience, please contact orders@liveouter.com.

 

Shipping - Unique Deliveries

If you live in an apartment, condo building, high rise, metro area or have a unique delivery space that requires specific attention or a Certificate of Insurance (COI), for assistance please contact orders@liveouter.com.

 

Shipping - Accessory Deliveries

Soft goods and accessories orders from Outer will ship separately from your Outer sofa by small parcel carrier (UPS). You receive a tracking number when your accessories ship via email.

 

Shipping - White Glove

Due to COVID-19, in order to follow the recommended social distancing guidelines and protect the safety of our customers and delivery team members, we have paused White Glove delivery service until further notice. 

We are working hard to actively reinstate our White Glove program. 

If you have questions on your order specific to a unique delivery need in the interim, please contact orders@liveouter.com.

 

A Note on Returns

Please note, we are only able to accept sofa and soft goods returns on undamaged, unmodified products. Upon the return, your merchandise will be inspected and the appropriate refunds will be issued. Exchanges are treated the same as returns. Our team takes great pride in working with our customers to ensure a quick and efficient resolution to any return request. To initiate a return, just email us at orders@liveouter.com

Within 14 days of delivery, we offer free return shipping and 100% money back. Within 365 days of delivery, we offer returns that will incur a 20% return fee plus the cost of return shipping. Please note, we are only able to process refunds to the original source of payment.

 

Damages

If any damages or manufacturing defects are reported within 14 days of delivery, we will make it right. 

Please contact us at orders@liveouter.com with photos and a description of the problem and we’ll work to get it resolved as quickly as possible. If we are unable to repair the sofa or chair, we will arrange a refund or exchange.

 

Love it, or We’ll Take it Back

We’ve been very thoughtful in every detail of the design and construction of our products to ensure that you’re totally satisfied with your purchase. But if you aren’t completely happy, we’ll take it back -- even if you’ve used it. We back our sofas with an industry-leading return policy to ensure our customers can purchase with peace of mind. 

Within 14 days of delivery, we offer free return shipping and 100% money back. Within 365 days of delivery, we offer returns that will incur a 20% return fee plus the cost of return shipping. Please note, we are only able to process refunds to the original source of payment. 

Sofa Trial 

Within 14 days of delivery, we offer free return shipping and 100% money back or 100% merchandise credit. Please note, we are only able to process refunds to the original source of payment. Soft Goods-Accessories trial If you’ve purchased one of our other products and decide to return it within 14 days of delivery -- we have you covered. You will receive a full refund, including any original shipping costs you may have incurred. Return shipping is free as well.

 

Restrictions / Limitations

  • Purchasing and shipping is available only within the 48 contiguous United States. 
  • We cannot ship to PO Boxes, APO (Army Post Office), FPO (Fleet Post Office, DPO (Diplomatic Post Office) destinations or to freight forwarders. 
  • We do not offer expedited shipping.