Shopping FAQ
1. How do I contact Bestoutdor regarding my order?
Whatever happens to your order, you can contact us via customer@bestoutdor.com. It is important to provide us with your email and telephone number, order number, or tracking number so we can check the status of your order.
2. When will my order be shipped out?
Once we receive your order, we will process it on the same business day and dispatch it within 1-2 business days (Monday to Friday). Orders placed on weekends (Saturday and Sunday) will be processed and dispatched on the following Monday.
3. What shipping methods do you offer?
All orders are shipped through trusted local carriers, including Australia Post or Direct Freight Express.
4. What is the estimated delivery time?
We aim to ensure that you receive your order as quickly as possible. Once your order is successfully submitted, our warehouse team processes it in 1-2 business days. It is then picked, packed, and dispatched. Please keep in mind that these are estimated delivery times and can vary based on your specific location in Australia and the possible courier screening that the package goes through. Our standard shipping time (3-7 business days) is estimated and may vary due to external factors outside of Bestoutdor AU and our couriers’ control. These factors may include (but are not limited to) extreme weather conditions and technical failures.
5. How do I cancel my order?
Please contact us immediately at email (customer@bestoutdor.com). If the order has already been dispatched from our warehouse, you may be responsible for the initial shipping fee for that package. Please refer to the Return & Refund Policy for additional information.
6. What if I don't receive my order?
Please reach out to the carrier to confirm whether the item was delivered to the correct address. In addition, we recommend providing your phone number so we can initiate a claim with the carrier to help locate your package. Typically, the investigation process takes up to one week.
7. What if I received a damaged order?
Please contact us via email (customer@bestoutdor.com) within 3 business days of receiving your package. If you notice any visible damage (scrapes, dents, etc.) or operational issues (such as the system not working), please take clear digital photos and provide us with detailed proof of the damage. This will help us process your refund more efficiently.
8. When can I expect a refund debited to my account once I return the item?
Once your return is authorized, please pay close attention to the return tracking number. After the item is delivered to our warehouse, we will process your refund within 3-5 business days. The funds will be credited back to your original payment method.
9. What is the warranty on my item?
We stand by the quality of our products and offer a limited protection plan for all Bestoutdor AU branded items:
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Home Appliances: 1-year limited warranty from the date of purchase.
- Other Items: 180-day limited warranty from the date of purchase.
We will cover any cost that occurs due to item quality issues.
If you receive a defective item, please contact us for a full refund. Most of our products can be returned within 30 days of delivery, provided they are in sellable condition with the original packaging, tags, and receipt. If your purchase does not meet your expectations but is in reasonable condition (original packaging, manufacturer's tags attached, and undamaged), the return shipping cost will be your responsibility in order for Bestoutdor AU to process your refund.
10. Is that possible for me to order replacement parts from you?
We do not typically sell parts individually. However, if your item is under warranty and we have the parts in stock, we will send replacements at no charge. For items out of warranty, we recommend checking with local hardware stores in Australia for compatible parts.
Note: We can only process returns or replacements for orders purchased from Bestoutdor.com.au.
Headquarters (Registered Office): Room 2609-3, International Development Building, Ningbo Free Trade Zone, Ningbo, China
Australian Returns Center: 30 Distribution Dr, Truganina, VIC 3029, Australia
(Note: Please contact customer service before returning any items.)
Customer Service Email: customer@bestoutdor.com
Call Us: +86 18666983099
Customer Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)