Shipping policy

Key Information

• Free Shipping: Available for standard outbound delivery on eligible orders over $200 within the contiguous United States (lower 48). Free outbound shipping does not include free return shipping for voluntary returns.
• Delivery Costs (Some Items): Certain items may require an additional cost due to freight, oversized dimensions, remote areas, or supplier-specific rules. If an additional charge not included at checkout applies, we will contact you for approval before fulfillment. We will not charge an additional amount without your authorization. If you decline it, you may cancel the affected order for a full refund of any captured payment.
• Order Cutoff: 5 PM MST
• Order Handling: 1-2 business days (Monday to Friday) for in-stock items
• Order Transit: Standard shipments are typically 4-7 business days (Monday to Friday) after dispatch

Note: Delivery cost and timing vary by item and destination. Freight shipments, oversized items, remote delivery areas, and supplier-specific rules may require additional delivery cost and additional time.

Upon placing your order, you will receive an order confirmation email acknowledging receipt of your order. Orders are subject to verification of product availability, pricing, shipping requirements, and supplier restrictions. Payment may be authorized or captured at checkout depending on your payment method and our store configuration. If we cannot fulfill an order and you do not accept an alternative, any captured payment will be refunded in full.

In-stock orders are typically processed within 1 to 2 business days, but certain suppliers may process or dispatch merchandise on the same day the order is placed. Our standard cutoff is 5 PM MST. Orders received after this time are generally processed on the following business day unless a supplier processes them earlier. Special-order, customized, oversized, or freight-delivered products may require different handling times.

Note: If pricing, availability, or delivery charges differ from the original order, we will contact you before fulfillment. Additional delivery amounts will not be charged without your approval.

Orders are typically shipped within 1 to 2 business days (Order Handling Time). The transit time, which is the time it takes for the shipment to reach you after it has been shipped, is usually 4 to 7 business days. This makes the total shipping time, from placing the order to delivery, approximately 5 to 9 business days. These are general estimates for eligible in-stock standard shipments, not a guaranteed cancellation period. Some suppliers ship sooner, while freight, custom-made, or special-order products may require additional time as indicated on the product page.

• Order Handling Time: 1-2 business days (Monday to Friday)
• Transit Time: 4-7 business days (Monday to Friday) depending on location
• Total Shipping Time: 5-9 business days

Shipping Costs:

• Free Shipping: Available for eligible standard outbound deliveries over $200 within the contiguous United States (lower 48). Free outbound shipping does not include free return transportation for approved change-of-mind returns. Original outbound shipping advertised as free will not be retroactively deducted from an eligible merchandise refund.
• Flat Rate Shipping: A flat fee of $15 applies to orders under $200.
• Additional Delivery Costs (Some Items): Some products, brands, or destinations require additional shipping or freight costs. We will obtain your approval for any additional amount not included at checkout before proceeding with fulfillment. If you do not agree, the affected order may be canceled with a full refund of any captured payment.

Brand-Specific Shipping Information

Some brands have special shipping conditions due to product size, weight, or supplier fulfillment policies. Please review the details below. Manufacturer and product-specific cancellation, return, or warranty restrictions may apply separately; consult our Return and Refund Policy and the applicable product page before purchase:

• Stay Fresh: Orders take approximately 2 to 4 weeks for delivery due to extended processing and transit times.
• Phoenix Domes: Due to the size and nature of these structures, shipping is not included in the listed price. Delivery cost will be confirmed before processing.
• Survive-a-Storm:  Shipping is not included in the listed price and may vary by delivery location. If any delivery cost applies, we will contact you in advance to confirm before processing. For any questions, please call us.
• Wisdom Playgrounds: Due to the size and freight nature of these playground structures, shipping is not included in the listed price. Please contact us for a custom freight quote before placing your order. We will ensure you receive the most competitive shipping rate available.
• World Klass Play: Shipping is not included for these large-scale playground systems. Freight charges will vary by delivery location and must be quoted separately. Please reach out prior to purchase to receive a custom shipping estimate.
• Breckwell: Due to the freight size/weight of these products, shipping may not be included in the listed price for certain orders or destinations. You may contact us before purchasing for a freight estimate. If an order is placed and additional shipping is required, we will contact you to confirm the final shipping cost before processing.
• BE Power Equipment: Some items may require freight shipping or special handling. In certain cases, shipping may not be included in the listed price and a custom quote may be required. You may contact us before purchasing to confirm the best shipping option and final cost. If an order is placed and additional shipping applies, we will contact you to confirm the shipping cost before processing. BE Power electric-powered equipment may be designated by the manufacturer as No Returns Accepted. Customers are responsible for confirming the required voltage, phase, amperage, and other electrical specifications before purchase. Returns based on electrical incompatibility, incorrect voltage or phase selection, improper installation, or damage resulting from incorrect electrical connection may not be accepted. Freight damage, shipping-related issues, defective merchandise, or warranty claims are handled separately and are subject to inspection and the applicable manufacturer warranty or freight claim process.
• Old Country BBQ Pits: Most orders ship at no additional delivery cost within the lower 48 states. However, for certain remote or high-cost delivery areas (or freight-intensive orders), an additional delivery cost may be required. You may contact us before ordering for an estimate. If an order is placed and an additional delivery cost applies, we will contact you in advance to confirm the final delivery cost before processing the order.
• First Team: Many First Team orders may qualify for free shipping within the lower 48 states, but final shipping eligibility can depend on the product, delivery location, and freight requirements. Some large or freight-intensive items may require an additional delivery cost. If this applies, we will contact you in advance to confirm the final shipping cost before processing the order.
• Solis: Due to supplier fulfillment requirements, product size, and freight conditions, some Solis orders may require an additional shipping contribution depending on the delivery location. You may contact us before purchasing for a shipping estimate. If an order is placed and an additional contribution is required, we will contact you to confirm the final shipping cost before processing.
• Fronius: Due to supplier fulfillment requirements, product size, and freight conditions, some Fronius orders may require an additional shipping contribution depending on the delivery location. You may contact us before purchasing for a shipping estimate. If an order is placed and an additional contribution is required, we will contact you to confirm the final shipping cost before processing.

We currently do not offer international shipping and only ship to the lower 48 continental United States.

Shipping methods depend on product size, weight, destination, and supplier requirements. Standard parcels may ship through UPS, FedEx, or similar services, while heavy or oversized goods may require LTL or other freight carriers. Freight delivery is generally curbside unless another service is specifically offered and confirmed. Please provide an accurate phone number at checkout for scheduling when required.

Shipping Options

Tracking information will be provided when it becomes available from the supplier or carrier. Tracking updates may take additional time after dispatch, and the absence of tracking information does not necessarily mean the order has not been processed or shipped. If you have not received tracking information within six business days, contact us at orders@offgridlux.com or +1 (307) 248-7227 for assistance.

Contact us as soon as possible if you need to change an address, modify an order, or request cancellation at orders@offgridlux.com or +1 (307) 248-7227. Changes depend on supplier processing, warehouse restrictions, and carrier requirements and may not be possible after preparation begins, even if tracking has not been issued. Customer-requested rerouting, address correction, or redelivery may result in additional charges when disclosed and approved in advance. For cancellation and return conditions, see our Return and Refund Policy.

Order Cancellations

To request cancellation, please contact us as soon as possible at orders@offgridlux.com or call +1 (307) 248-7227, and provide your order number. Early contact increases the likelihood that fulfillment can be stopped.

Orders that have not entered supplier or warehouse processing or preparation and have not shipped are eligible for cancellation with a full refund. Some products may be prepared and dispatched on the same day; therefore, cancellations are not guaranteed for a fixed number of hours. A missing tracking number does not necessarily indicate an unprocessed or unshipped order.

If processing has started but the order has not yet shipped, we will make reasonable efforts to stop fulfillment. Where cancellation remains possible, a fee of up to 6% may apply based on individual review, applicable non-refundable processing or supplier costs, prior disclosure, and applicable law. The fee is not automatic and may be reduced or waived. Any applicable non-refundable payment processing costs are included in this maximum and will not be charged separately a second time.

Once an order has been handed to a shipping carrier, standard cancellation is no longer available, including when dispatch occurred on the purchase date. Eligible change-of-mind returns are subject to manufacturer and product-specific requirements, generally a 25% restocking fee and applicable return transportation costs. Verified damage, defects, and seller errors are handled separately. Custom-made or manufacturer-restricted products may have additional disclosed conditions.

No cancellation charge applies where a full refund is required because of an OffGrid Lux error, inability to fulfill an order, a qualifying shipping delay, or applicable law. The full conditions are set out in our Return and Refund Policy.

Placing Orders

We do not take orders over the phone for security reasons. Simply go to a product detail, place the product into your shopping cart, and complete the checkout process.

Rescheduled Delivery

Some deliveries may require a signature. If the courier cannot reach you at home, they will leave a calling card, and it is then up to you to arrange another delivery attempt (or perhaps change the delivery address).

Delayed Orders

Eligible standard in-stock orders are generally processed within 1 to 2 business days and delivered in approximately 4 to 7 business days after shipment, for an estimated total of 5 to 9 business days. Freight and special-order products may have different processing and delivery schedules listed on their product pages.

Estimates can be affected by manufacturer availability, freight scheduling, remote destinations, carrier disruptions, or weather. If an order has not shipped within the stated shipment period or its tracking shows a significant delivery problem, contact us at orders@offgridlux.com or +1 (307) 248-7227 so we can investigate.

When we cannot dispatch an order within its advertised or otherwise legally applicable shipping deadline, we will provide the opportunity to accept a revised shipping date or cancel for a full refund as required by law. Once an order is in transit, we will assist in investigating carrier delays, lost freight, and delivery issues.

Damaged Orders

Inspect the merchandise and packaging upon delivery. For freight shipments, document visible damage on the Proof of Delivery (POD) or delivery receipt before signing, and photograph the packaging and affected products. Where severe damage is apparent, contact OffGrid Lux for instructions on accepting or refusing the shipment when possible; manufacturer and carrier procedures may apply.

We strongly recommend reporting visible or concealed damage within 24 hours at orders@offgridlux.com. Include your order number, photos of the item and outer packaging, the shipping label, and the signed POD or delivery receipt when available. Preserve packaging and damaged materials until we provide instructions. Report concealed damage discovered after opening as soon as possible. A missed recommended reporting deadline does not automatically waive rights protected by applicable law. We will assist with the applicable claim process; see our Return and Refund Policy.

Shipping Restrictions

Standard shipping is available only within the 48 contiguous United States. We do not offer standard direct shipping to Alaska, Hawaii, Puerto Rico, other U.S. territories, international destinations, or P.O. boxes. Customers outside our standard service area should contact us before placing an order to determine whether an eligible address or another permitted arrangement may be approved.

Note on Alaska, Hawaii, U.S. Territories, and Freight Forwarders
Customers outside our standard service area may contact us before purchasing to ask whether a product can be delivered to an eligible commercial address or freight forwarding facility located within the contiguous United States. Acceptance is subject to supplier approval, carrier capabilities, and order verification; delivery to every forwarding facility is not guaranteed.

Customers using a freight forwarder are responsible for selecting and coordinating with that company, confirming that the facility can accept the product (including pallets or batteries when relevant), and arranging transport beyond our agreed delivery address. Onward transportation, storage, customs or import requirements when applicable, and other forwarding costs are the customer's responsibility.

OffGrid Lux remains responsible for fulfillment to the agreed original delivery address under this policy and applicable law. Loss, damage, repackaging, or delays arising solely during separate onward transportation arranged by the customer should be reported to the responsible forwarder or carrier, subject to applicable legal rights.

Return transport, manufacturer warranty service, and final-destination restrictions may vary when a forwarder is used. Please contact orders@offgridlux.com or call +1 (307) 248-7227 before ordering so we can confirm the proposed address and product eligibility.

By using our site, you agree to these terms of use. If you do not agree, please do not use the site.

 

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Contact Information

If you need assistance or have any queries, please reach out to us at:

• Contact Number: +1 (307) 248-7227
• Email: orders@offgridlux.com
• Business Hours: Monday to Friday, 9 am to 5 pm MST