We ship only within the 48 contiguous United States. We do not ship to Alaska, Hawaii, US protectorates (e.g., Puerto Rico), P.O. boxes, or APO/FPO addresses.
With warehouses on both coasts, we are able to reach most of our customers within a 3-business day timeframe. Occasionally a warehouse is out of the product and the warehouse further from you will have to fulfill the order which could make the ETA up to 6 days. Some of our larger product (such as outdoor furniture sets) is best shipped via LTL (Less than Truck Load) freight to best ensure safe delivery, and once the shipment arrives, FedEx will require an appointment to deliver the order, so please include a phone number in your order you can be reached at. Someone must be present to take delivery of LTL shipments and sign for the delivery (drivers only offload the product into the driveway; any additional help by the driver will require an additional charge).
Please double check the delivery address prior to ordering to ensure your package reaches its intended location. We can only ship your order to the address given to us in your order at the time you checkout. If you contact us with a change of address and we haven’t processed the order yet, we can make the change. If the order has already been processed and is on the FedEx truck (even though the order doesn’t show shipped in the marketplace), or has movement on FedEx.com, you only need to create an account on fedex.com/us/delivery, and you will be able to redirect your package(s).
We try to process orders within one business day (excluding Sat, Sun and holidays) whenever possible, so if you cancel the same day, we should be able to keep the order from shipping and have you refunded within 1-2 business days.
If you cancel and the product has already shipped, we will attempt to have the carrier RTS (Return To Shipper) the product back to us, but this is not always successful and we will need for you to monitor the tracking to refuse the product if they try to deliver. Once the item is confirmed en route back to us, your refund will be processed within 2-3 business days.
Thousands of customers have been happy with our customer service because of our easy returns program which makes your purchasing experience as simple as possible.
All purchases may be returned for any reason within 60 days of date of purchase upon receipt of a Return Merchandise Authorization (RMA) number issued from Aosom. All such RMA’s may receive a complete replacement unit, replacement parts, full or a partial refund at the sole discretion of Aosom. There are no additional cost or fees associated to an RMA, including restocking fees or processing fees, however some cases (as discussed below) may be at the customer’s shipping expense.
If an item is not delivered or arrives in a damaged or otherwise defective state, please contact us within 7 days to submit a claim for an RMA. Aosom may require pictures or video of defective/damaged items to issue a full refund. Once your claim is processed and approved, please allow 3–5 business days for the request to be completed. If a replacement unit or replacement parts are requested, please be aware that the fulfillment time frame is based on product availability and alternatives may be offered.
Items returned must be in their original packaging or acceptable packaging, along with all accessories in the original shipment. All instances of returns from damaged or defective products are shipped back to Aosom at Aosom’s expense. All other returns are shipped back to a Aosom at the customer’s expense. In cases where you choose to provide the shipping, a tracking number must be provided to Aosom and confirmed delivered to an our warehouse to complete the warranty transaction. Please note that it is at the company's discretion to decide if the item may be returned to a Aosom. Please allow 2–3 business days for the refund to issue once the item has been returned, or we have stated your pictures are counting as your return.
Unauthorized returns may not be accepted and any shipping charges will not be reimbursed.
Please allow 2–3 business days for the refund to issue once the item has been returned, or we have stated your pictures are counting as your return.
This limited warranty applies to products purchased from Aosom and its sub-brands: Outsunny, HomCom, Soozier, Qaba, PawHut (collectively “Aosom Products”). Aosom reserves the right to provide the sole discretion on warranty coverage and availability as considered in a case by case basis.
What does this limited warranty cover?
This warranty covers any defects in material or workmanship in all new Aosom products (as covered by this warranty). Only products sold by an authorized merchant, retailer or through official marketplace transactions are covered. Some third-party marketplace retailers may include additional warranty terms that supersede this warranty or are in addition to the terms stated here.
What will we do to correct problems?
Upon granting a Return Merchandize Authorization (RMA) number, Aosom will replace your product with an identical model or replace specific components of the already delivered product or refund your purchase amount either in full or partial depending on the circumstance of the return. The degree of action taken is at the sole discretion of Aosom and will conform to the requirements and policies of the marketplace the sale was conducted on, including any third-party warranty requirements that may apply as well as state and national consumer protection laws. Aosom will pay for all replacement shipping to you and pay for shipping on retrieval of any defective or damaged products that are requested to be returned to Aosom.
How long does the coverage last?
Unless otherwise stated, all products have a 1 year warranty that begins on the date of purchase. Please refer to the Aosom Return Policy for details on return options during the warranty period.
What does this limited warranty not cover?
This warranty does not cover any problems caused by (a) misuse of the product, including commercial use, accidents, abuse, neglect, heat and humidity or (b) modification or any misuse contrary to the intended uses of the product, (c) damage caused by other equipment or (d) consequential damage, incidental damages or any costs related to construction, setup and assembly as incurred by 3rd party involvement. This limited warranty applies only to hardware products licensed and sold by Aosom LLC, any manuals, media or documentation are licensed and warranted where applicable pursuant to separate written agreement.
What you have to do for warranty service:
Aosom will not provide any warranty coverage unless the claim is in compliance with all terms of this warranty statement and the proper return process and procedures are followed. To request warranty service, contact Aosom directly. This notification must be made to Aosom about warranty service and must be made within the warranty periods, any communication past the milestone marks of the warranty (60 day mark and 365 day mark) are not covered by this warranty.Your identity and order information will be collected and the warranty verified as a valid purchase by an Aosom representative. Once Aosom determines that warranty service is required, you may be prompted for additional information or required to decide upon competing alternatives for resolution. Damaged or defective products returned to us must be properly packaged in the original packaging, or packaging provided by us and shipped with the pre-paid shipping label provided by Aosom.
How does law apply?
The laws of Oregon, USA, govern this limited warranty which give you certain rights, you may also have additional rights that vary from state to state. Additionally, Aosom is in compliance with hazardous materials notification laws of California, USA. This limited warranty does not affect any additional rights you have under laws in your jurisdiction governing the sale of consumer goods, including those provided by the Magnuson-Moss Warranty Act.