The item I received is the wrong item or is defective, what can be done?

Defective or Incorrect Items – FAQs

We’re sorry that your order did not arrive as expected. We understand how frustrating that can be and are committed to resolving the issue as quickly and fairly as possible.

Below are answers to some common questions regarding defective items or items sent in error.

I received a defective item or the wrong item. What should I do?

Please contact us as soon as possible and let us know what issue you’re experiencing. The best way is to send an email to cs@outlandusa.com with photos of the full item, issue(s), and any tags, barcodes, product labels. Once the issue is confirmed, we will provide a prepaid return shipping label so you can send the item back to us.

After the return label has been issued, one of the following will apply:

• Replacement available:

  If the correct item is in stock, we will prepare a replacement shipment. The replacement will ship once tracking confirms that the returned item has been accepted by your local carrier.

• Replacement unavailable:

  If the item is no longer available, a full refund will be issued. Refunds are processed once tracking confirms that the return has been accepted by the carrier.

If the item is not substantially defective or differs only slightly from what was expected, you may submit photos and request a partial refund. In some cases, we may still require the item to be returned for a refund or exchange.

How quickly will my replacement ship?

Replacement shipments follow the same processing timeline as standard orders and generally ship the next business day.

Replacements are sent using the fastest reasonable shipping method available. We are unable to offer overnight shipping on replacement items. Items under approximately 3 pounds are often shipped via USPS Priority, though we reserve the right to choose the most appropriate carrier.

How are international orders handled?

We are happy to assist with international orders, though the process may differ slightly.

If the item differs only minimally from what was expected, a partial refund may be offered. If a partial refund does not resolve the issue, we may request that the item be returned using the least expensive shipping method available. Please email us a copy of the return shipping receipt so the return can be properly processed.

For defective or incorrectly shipped items, your order will either be replaced at no additional shipping cost or refunded in full.

If customs duties or brokerage fees were paid, please provide proof of payment so those charges can be refunded as well.

My item was delivered more than 30 days ago. Can you still help?

Our return and defect claim window is 30 days from the date of delivery. Requests made outside of this timeframe are generally not eligible for return, exchange, or refund.

That said, all items sold by Outland USA are 100 percent authentic and sourced directly from manufacturers. Any applicable manufacturer warranty should still apply, and we recommend contacting the manufacturer directly for warranty support.

If you have a question that is not covered here, or if you need assistance with an issue specific to your order, please contact us at cs@outlandusa.com. We’re always happy to help.