FAQs

All orders placed with eco outdoor store are processed within 24 hours (excluding weekends and public holidays) of receipt of your order confirmation email.
Items shipped from our EU suppliers to an EU country may take between 14-21 days, or to the USA 14-30 days.

Items shipped from our US suppliers to an EU country may take between 14-30 days, or to the US 14-21 days.

Items may be delivered sooner than stated, unless delayed due to unforeseen circumstances.

All prices include VAT. Shipping is calculated at checkout.

Your order may be subject to import duties and taxes, which are due once the shipment reaches your destination country.

Our suppliers (who are based in Europe, United States of America and China) only deliver to certain countries in and around Europe and the United States, this is indicated in the product description or, when you arrive at the checkout, your country will or will not be accepted on the payment page.

You can cancel or modify your order within 12 hours of its confirmation. Please contact us with your name and order number at the following address: info@eco-outdoorstore.com

After 12 noon, your order will have been processed and we will no longer be able to modify or cancel it.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. To initiate a return, you can contact us at info@eco-outdoorstore.com.

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can assess and remedy the problem.

If your order arrives damaged in any way, please email us at info@eco-outdoorstore.com with your order number and a photo of the condition of the item. We deal with these cases on a case-by-case basis, but we will do our best to find a satisfactory solution.

Buyer Protection is a package protection service provided by Seel (a 17TRACK partner). Shoppers can opt-in Buyer Protection to protect their orders against delay, damage, and loss.
If their package is damaged or lost during transit or is delayed, they can report the issue via the Buyer Protection Resolution Center. A refund will be automatically sent to the shopper in a prepaid credit card via email if their reported issue is qualified.

1. What does Buyer Protection cover?
Buyer Protection is a service provided by Seel. It covers delayed, damaged, and lost items that meet the following criteria.

Delay: International packages not delivered before the 30th day following order fulfillment are considered delayed. The compensation for delayed packages is $5 USD. (If the order is not transacted in USD, compensation will be made in the currency of the transaction. For example, if an order in euros is delayed, the compensation is €5.)

Damage: Buyer Protection covers item damages to the point that the item(s) are unusable, clearly fractured, shattered, bent (if not bendable), crushed, etc., but does not cover cosmetic damage (scratches, dents, etc.), manufacturing damages, packaging errors, or unsealed items. The compensation for damaged items will be up to the value paid for the purchased item(s).

Loss: Domestic packages not delivered before the 30th day following order fulfillment (i.e., the date when the order is shipped by the merchant) or international packages not delivered before the 60th day following order fulfillment are considered lost. The compensation for lost packages is the value paid for the purchased item(s).

Buyer Protection also includes carbon-neutral shipment within the recipient’s country.
Note: Total compensation for one cover is up to the value actually paid for the item(s).

2. What products are excluded from Buyer Protection?
Buyer Protection does not cover the following categories of items：
Automobiles and motorcycles
Jewelry (valued in excess of $1,500)
Boats and yachts
Live animals
Cash
Lumber
Ceramic, marble or granite tiles, slab blocks, countertops, or statues
Negotiable papers
Cigarettes and other tobacco products
Perishable commodities
Raw cotton
Pharmaceutical drugs
Fine arts (valued in excess of $10,000 per piece)
Precious stones and metals
Flowers
Scrap metal, steel metal and steel metal products; automotive engines; general used automotive merchandise made of metal
Glass windows, plate glass, and similar goods
Securities

3. How do shoppers settle claims?
Shopper receives an email with their Buyer Protection coverage details, as well as instructions on how to report an issue.
If their package is damaged or lost during transit or is delayed, they can report the issue via the Seel Claim Portal.
Seel will assess the issue using policy rules/guidelines to determine if the reported order issue qualifies for a payout.
If the reported issue does qualify, a refund will be automatically sent to the shopper in a prepaid credit card via email. If the reported issue doesn’t qualify, an email will be sent to the shopper to notify them of the denial and the reason.
Throughout the user journey, shoppers can always check out their cover details and status via 17Track’s branded tracking page.

We have a 14 day return policy which means you have 14 days from receipt of your item to request a return.

To be eligible for a return, your item must be in the same condition you received it in, unworn or unused, with tags and in its original packaging. You will also need the receipt or proof of purchase.

To initiate a return, you can contact us at info@eco-outdoorstore.com. If your return is accepted, we will send you a return label, along with instructions on how and where to send your package.

ITEMS RETURNED TO US WITHOUT PRIOR REQUEST FOR RETURNS WILL NOT BE ACCEPTED.

All items purchased come with care instructions, please follow them carefully.

Sorry, but eco outdoor store does not offer extended warranties for its products.