Boertala Outdoor FAQ

1. What is the return policy?
We offer a 15-day return period, starting from the date you receive the item. You can request a return within 15 days.
Return conditions: The product must be in its original condition as received (unused, unworn, with tags intact, and original packaging complete), and proof of purchase or receipt must be provided.
Return shipping costs are the buyer's responsibility. Please contact us at businesssupport@boertalaoutdoor.com to initiate a return request. Once approved, we will provide a return address and instructions. Packages returned without prior notification will not be accepted.
2. What should I do if I receive a damaged, defective, or incorrect item?
Please inspect the goods as soon as possible upon receipt. If you find any damage, quality issues, or receive the wrong item, please contact us immediately at businesssupport@boertalaoutdoor.com, providing photos, order number, and a description of the problem. We will assess the situation and provide a solution (replacement, repair, or refund) as quickly as possible.
3. Which items are non-refundable?
The following types of products are non-refundable:
Perishable goods (such as food, flowers, and plants)
Customized or personalized products
Personal care products (such as beauty products)
Dangerous materials, flammable liquids or gases
Promotional/Discounted Items
gift cards
If you have any questions about specific products, please feel free to contact us via email.
4. Can I exchange this item?
We currently do not support direct exchanges. The quickest way is to apply for a return first (after the return is successful and you receive a refund), and then place a new order for the style/size/color you want.
5. Do EU customers have special return rights?
Yes, if the goods are shipped to the EU, you are entitled to the EU's 14-day cooling-off period: you can return the goods within 14 days of receipt without giving a reason. Other conditions are the same as the general return policy (original condition, with labels, original packaging, and proof of purchase).
6. How long does it take for a refund to arrive?
We will notify you of the review result after receiving and inspecting the returned goods. If the refund is approved, it will be automatically credited to your original payment method within 10 business days. Please note that processing by the bank or credit card company may take a few additional days.
If you have not received your refund within 15 business days after we have approved it, please contact businesssupport@boertalaoutdoor.com and we will help you follow up.
7. Who bears the freight and customs duties?
For international orders, shipping costs and potential import duties/VAT are the responsibility of the buyer (subject to the information displayed on the checkout page, except for small parcels under 5kg). Return shipping costs are also the responsibility of the buyer.
8. Does the product come with a warranty?
Most of our outdoor products (such as tents, stoves, etc.) come with a warranty period (specific details are available on the product page or packaging). If a manufacturing defect occurs under normal use, please contact us with your order number and photos, and we will assist with warranty claims.
9. How do I contact customer service?
For any questions, please contact us via email: businesssupport@boertalaoutdoor.com
We will reply as soon as possible (usually within 1-3 business days).
10. Order tracking and shipping time?
We will ship your order within 3-8 business days after you place it (there may be slight delays during holidays). You will receive a shipping notification and a tracking number, which you can check the latest status on the logistics company's website. If you have not received your order after the estimated time, please provide us with your order number for inquiry.
11. Can you customize products?
Yes, we offer customization for bulk orders, including style, material, color, size, and logo printing. If you are a wholesaler or retailer, you will enjoy more favorable wholesale prices for bulk purchases. Please contact us via email: businesssupport@boertalaoutdoor.com