Shipping & Returns
General Terms
EarthNest Outdoor may update this policy when necessary. Any changes will take effect immediately once published on www.earthnestoutdoor.com. By using our services, you agree to the terms outlined in this policy. If you do not accept the policy, you may not continue using EarthNest Outdoor’s services.
For any after‑sales concerns, customers must submit a return or refund request within 30 days of the delivery date. Requests submitted after 30 days may not be eligible for after‑sales support.
Before an order has shipped, customers may request cancellation by contacting us through our Contact Us page.
If EarthNest Outdoor is unable to fulfill an order within the stated processing time—such as due to out‑of‑stock items or other unforeseen issues—we reserve the right to cancel and refund the order.
If an item arrives damaged or broken, and the customer provides valid evidence, EarthNest Outdoor will issue a prepaid return label within 3 business days. A refund will be issued once the return shows as “in transit” with the provided label.
EarthNest Outdoor does not guarantee acceptance of “non‑defective remorse returns.” These requests may be accepted or rejected at our discretion. If accepted, a restocking and repacking fee will apply, not to exceed 35% of the order total.
EarthNest Outdoor does not provide product warranties beyond what is stated on the product page.
Refunds and reshipments will follow the timelines outlined in this policy. When a refund or reshipment is approved, EarthNest Outdoor will issue the refund within 3 business days or ship the replacement within 5 business days.
Once a customer submits an after‑sales request, they must provide the required evidence as described in this policy. If compelling evidence is not provided within the allowed timeframe, EarthNest Outdoor may reject the request.
EarthNest Outdoor will determine whether submitted evidence is sufficient based on the circumstances of the order.
1. Refund Request Timing
Unshipped Orders
Customers may request a full refund if the order has not shipped and the stated processing time has passed.
If the refund request is submitted within the processing time, EarthNest Outdoor has 3 business days to accept or reject the request. If we do not respond within 3 business days, the order will be refunded.
Shipped Orders
If the refund request is submitted after the order has shipped, EarthNest Outdoor has 10 business days to accept or reject the request. If we do not respond within 10 business days, the order will be refunded.
2. Goods Returned in Transit
If a package is returned to EarthNest Outdoor while still in transit for any reason, and the customer requests a refund, EarthNest Outdoor will issue the refund within 3 business days of the request.
If the customer prefers a reshipment instead of a refund, EarthNest Outdoor will begin the reshipment process within 5 business days of the request.
3. Goods Destroyed in Transit
If a package is confirmed as destroyed during transit, and the customer provides valid proof (such as a screenshot from the carrier’s tracking page), EarthNest Outdoor will issue a refund within 3 business days or begin reshipment within 5 business days of the request.
To process this type of request, customers must provide:
a. Photos or videos clearly showing the damage.
b. A screenshot of the complaint submitted through PayPal, email, or other payment gateway, including name, date, and message content.
c. Return of the product, if requested by EarthNest Outdoor’s dispute team.
EarthNest Outdoor will provide refunds, reshipments, or accept returns for the following situations:
3.1 Orders Delayed (U.S. Only)
EarthNest Outdoor will assist with delayed orders when tracking shows no updates, “in transit,” “pending,” or “expired” for 45 days after the order leaves our U.S. warehouse.
Notes on Delays
- Packages may be held at the local post office due to insufficient address, unclaimed parcels, or delivery issues. Customers should contact or visit their local post office for faster resolution.
If tracking shows “delivered” but the customer claims non‑receipt, EarthNest Outdoor will investigate. This process may take 1–2 months and does not guarantee a positive outcome.
3.2 Orders Not Received (U.S. Only)
EarthNest Outdoor cannot issue refunds or reshipments if tracking shows the order was delivered.
If the customer did not receive the package, they must provide:
a. A non‑delivery certificate from the local U.S. post office with an official seal.
b. Evidence of tracking alerts such as:
Incorrect or insufficient address
No such number
Unknown recipient
Refused delivery
Unclaimed package
No safe delivery location
Other carrier‑listed issues
Notes:
- Carriers typically attempt delivery 1–3 times. Unclaimed packages are held at the post office for 3–7 days before being returned to the sender.
- EarthNest Outdoor is not responsible for loss during return transit.
- If the logistics company returns the package to our U.S. warehouse, EarthNest Outdoor will place the item into the customer’s private inventory but will not issue a refund.
- EarthNest Outdoor cannot refund or reship orders if the customer does not take action on undelivered packages or packages destroyed by the carrier.
3.3 Products Damaged
EarthNest Outdoor will provide:
- Full refund or replacement for severely damaged products.
- Partial refund or replacement for minor damage (e.g., small scratches, slight wrinkles, loose threads).
Notes on Damage
- For fragile items, a refund is recommended.
- Damaged packaging boxes alone are not eligible for refunds due to long‑distance international shipping.
- For electronic products, customers must report issues within 30 days of delivery.
- For service‑based products, EarthNest Outdoor refunds the U.S. market value of the product only.
3.4 Incorrect or Missing Products
EarthNest Outdoor follows strict quality control before shipping. If incorrect or missing items occur, we will resolve them as follows:
a. Incorrect products: Full refund or replacement.
b. Wrong color or size (function unaffected): Refund or reshipment with screenshot of the complaint (name, date, and message).
c. Missing parts:
- If the missing part does not affect function → partial refund or reshipment of the part.
- If the missing part does affect function → full reshipment of the product. d. Missing accessories: Accessories will be reshipped.
Notes
For size‑related issues, please measure the product using the correct method and provide a photo of the measurement. This helps our dispute team resolve the issue quickly.
4. Wrong Shipping Information
If incorrect shipping or recipient information is entered at checkout, please contact us immediately through our Contact Us page. We will do our best to update the order, but changes or cancellations are not guaranteed once processing has begun.
If the order has already shipped, the customer is responsible for contacting the carrier to request an address correction.
If the package is delivered to the wrong address, the customer may attempt to retrieve and return the item at their own expense. Once the returned goods are received in good condition, EarthNest Outdoor will issue a refund within 3 business days or arrange a reshipment within 5 business days. Please note that reshipment requires an additional shipping fee.
If the order cannot be corrected or returned, the customer will be responsible for the loss.
5. Defective Products
(package damage • significantly not as described • missing or incorrect items • quality issues)
If a customer discovers any issue upon receiving their order—such as a damaged package, items that are significantly not as described, missing or incorrect products, or other quality concerns—they must submit a refund or reshipment request with clear photo or video evidence.
Once the request is submitted, EarthNest Outdoor will review the evidence and respond within 3 business days.
If the submitted evidence does not clearly show the issue, the proof will be considered invalid, and EarthNest Outdoor may reject the refund or reshipment request.
If the evidence clearly shows the problem, EarthNest Outdoor will complete the review within 3 business days.
- If a return is required, EarthNest Outdoor will provide a prepaid return label within 3 business days of approving the evidence. A refund will be issued once the return shows “in transit” on the carrier’s tracking page.
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If a return is not required, EarthNest Outdoor will issue the refund within 3 business days of the approval.
If the customer requests a reshipment instead of a refund, EarthNest Outdoor will ship the replacement within 5 business days of approving the evidence. If the item is out of stock, EarthNest Outdoor may issue a refund instead, or the customer may reorder once the item is restocked.
5.1 Incorrect or Missing Products
EarthNest Outdoor follows strict quality control procedures before shipping. If incorrect or missing items occur, we will resolve them as follows:
a. Incorrect products: Full refund or replacement.
b. Wrong color or size (function unaffected): Refund or reshipment with a screenshot of the customer’s complaint (name, date, and message).
c. Missing parts:
- If the missing part does not affect product function → partial refund or reshipment of the missing part.
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If the missing part does affect product function → full reshipment of the product. d. Missing accessories: Accessories will be reshipped.
Notes: For size‑related issues, please measure the product using the correct method and provide a photo of the measurement. This helps our dispute team resolve the issue quickly.
5.2 Service Products
The following applies to service‑based products:
a. For disputes involving shipping delays or damage, EarthNest Outdoor may not refund the product cost.
b. For disputes involving product quality, EarthNest Outdoor may not accept the claim if the service or product was provided by a third‑party supplier.
c. For service products that were not inspected by EarthNest Outdoor, disputes may not be accepted.
6. Logistics Issues (U.S. Domestic Shipping Only)
6.1 Invalid Tracking Information
If EarthNest Outdoor determines that a tracking number is incorrect and cannot provide a valid replacement within 4 business days, the order will be refunded.
6.2 Tracking Information Not Updating
If tracking information shows no updates for more than 7 business days after the shipping label is created, and the customer requests a refund, EarthNest Outdoor will issue the refund within 3 business days of the request.
Note: This clause does not apply during special circumstances such as holidays, severe weather, or other abnormal conditions that may impact carrier operations.
6.3 Excessive Shipping Delays
If the transit time exceeds the estimated delivery window by 10 days or more, and EarthNest Outdoor cannot provide updated tracking information, the customer may request a refund. EarthNest Outdoor will issue the refund within 3 business days of the request.
Note: This clause does not apply during special circumstances such as holidays, severe weather, or other abnormal conditions that may impact carrier operations.
6.4 Shipping Method Limitations
Some shipping methods may offer limited tracking visibility once the package is handed off to regional carriers within the United States. EarthNest Outdoor will disclose any such limitations at checkout. Disputes cannot be accepted for orders shipped using non‑trackable methods.
Note: Remote or hard‑to‑reach addresses may incur additional delivery fees depending on the carrier.
6.5 Force Majeure
EarthNest Outdoor is not responsible for delays or product damage caused by events outside of our control, including but not limited to:
- natural disasters
- severe weather
- epidemics
- transportation disruptions
- strikes
- political unrest
- customs inspections (for U.S. territories only)
If such an event affects your order, EarthNest Outdoor will notify you at earthnestoutdoor@gmail.com.
6.6 Destination Restrictions
EarthNest Outdoor currently ships within the United States only, including the contiguous U.S., Alaska, Hawaii, and U.S. territories where carrier service is available.
We do not ship internationally at this time, and disputes cannot be accepted for orders forwarded or transported outside the U.S. by third‑party services.
7. Other Policies
7.1 Special Circumstances
During unusual events—such as major holidays, severe weather, carrier disruptions, or other abnormal conditions—customers may contact us at earthnestoutdoor@gmail.com for assistance.
EarthNest Outdoor will make every reasonable effort to support customers during these situations. After receiving your message, you can expect a decision or update within two weeks.
EarthNest Outdoor is not responsible for delays or product damage caused by events outside our control, including but not limited to: severe weather, natural disasters, transportation disruptions, strikes, or other force majeure events. If such an event affects your order, we will notify you via earthnestoutdoor@gmail.com.
7.2 Returns
EarthNest Outdoor accepts returns only to our U.S. warehouse.
Because we ship exclusively within the United States, returns are generally straightforward. However, customers should note:
a. If you wish to return a product, please email EarthNest Outdoor. A team member will respond within 1–5 business days.
b. Returns must be initiated within 10 days of receiving the product and only after speaking with an EarthNest Outdoor representative.
c. Returned items must be in good condition to qualify for a refund or reshipment.
7.3 Order Cancellation
EarthNest Outdoor offers full refunds for orders canceled before they are processed by our warehouse.
Certain order types cannot be canceled after payment:
a. Custom or personalized items (POD orders) — these are made specifically for you.
b. Pre‑order or special‑inventory items — reserved exclusively for your purchase.
c. Video or photo service orders — preparation begins immediately after payment.
7.4 Dispute Deadlines
Customers cannot open a dispute once an order is marked as closed.
Disputes also cannot be resolved if tracking information from third‑party carriers is unavailable or untraceable.
7.5 Unacceptable Disputes
EarthNest Outdoor cannot accept disputes based on reasons that fall outside our policy. These include, but are not limited to:
a. The customer simply does not like the product.
b. Claims that the product description is “not real” without evidence.
c. Complaints about unusual smells that do not indicate damage.
d. The customer ordered the wrong item or SKU.
e. Incorrect shipping address provided by the customer.
f. Product differences that were agreed upon in advance.
g. Tracking information removed or altered by carriers or local post offices.
h. Packages returned, discarded, or detained due to the customer’s failure to comply with carrier or delivery requirements.
8. Customer Support & Dispute Resolution
If a customer is unsatisfied with the resolution provided for an after‑sales issue, they may open a dispute directly with EarthNest Outdoor so we can continue assisting with the matter.
