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Shipping & Returns

Last Updated: November 28th, 2022

Ship in Spring Program

Outer is proud to offer our Ship in Spring program this holiday season. When you select Ship in Spring you choose your shipment month in checkout and Outer will hold your entire order for shipment in your selected month.

Please note that an order may not be split between Ship in Spring and shipment now; similarly, you may not choose two Ship in Spring months for a single order. If you would like to choose multiple shipment times for your order please place a separate order for each intended shipment.

Notification Process for Ship in Spring Orders

You will receive an email asking to choose your Shipment Week the month prior to your chosen Ship in Spring month. Please note that our shipping partners determine delivery date so you will be choosing the date your order leaves Outer’s warehouses.

  • Your email will be sent the first week of the month prior to your chosen shipmen month; If you do not see an email from Outer regarding your order please check your spam.
    • If you do not choose a week for shipment, your order will be shipped in the final week of the selected Ship in Spring month.
    • You may select a new delivery week or month up to the final business day before your chosen month.
    • If you need to change your shipment month after the final business day prior to your selected Ship in Spring month, you will incur a $500 charge to re-book your delivery.
  • Once you have chosen a week you will receive an email confirming your selected week.
    • You may contact the Customer Care team by Chat or by phone at 855-277-7744 up to the final business day of the prior month to change your selected shipment week or month.
    • Changes to your shipment month after the final business day prior to your selected Ship in Spring month will incur a $500 charge to re-book shipments.
  • You will receive a notification from our shipment partners that your order has been picked up when it leaves the Outer warehouses.

Order Changes for Ship in Spring Orders

Any changes to your order must be made through the Outer Customer Care team; the customer care team may be contacted by Chat or by phone at 855-277-7744. Please note that changing your order may cause items to lose their reservation status and that only your original order is guaranteed to ship on your selected month. All product is subject to a first-come, first-served availability status.

Order Shipment Details

  • Shipment week is defined as when your items will leave Outer’s warehouses.
    • Outer cannot guarantee the day of week your order will be shipped or picked up by a shipment partner.
    • Shipment week is not the same as delivery week; delivery is subject to your location and may require scheduling by a delivery partner.
  • All Ship in Spring items will be shipped by an item’s standard delivery partner.
    • Freight items will be shipped via FedEx Freight and you will be contacted by FedEx to schedule your delivery day after items are shipped.
    • Small items will be shipped and delivered by FedEx Ground.
    • All Outer shipments can be tracked via FedEx.

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.

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

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.