Frequently Asked Questions

Find answers to common questions about OutNestss products, IGT modular compatibility, orders, shipping, returns, warranties, assembly, outdoor use, care, and customer support.

For help with an existing order, please contact hello@outnestss.com and include your order number so that our customer support team can assist you more efficiently.

A. Shipping & Delivery

Q1: How long does order processing take?

Orders are normally processed within 3–7 business days after payment is confirmed.

This period may include:

• Order verification
• Product inspection
• Packaging
• Shipping preparation
• Transfer to the applicable logistics provider

Business days do not include weekends or public holidays.

Q2: What is the estimated total delivery time?

The estimated total delivery time is normally 16–24 business days under normal shipping conditions.

The estimated timeline generally includes:

• Order processing: 3–7 business days
• International transportation: approximately 10 business days
• Final delivery: approximately 3–7 business days after the local carrier receives the shipment

These timeframes are estimates rather than guaranteed delivery dates.

Delivery may take longer because of an incorrect or incomplete address, customs processing, port congestion, severe weather, peak-season demand, carrier delays, remote delivery locations, or other circumstances outside our reasonable control.

Q3: Do you offer expedited shipping?

Expedited shipping is not currently available unless a different shipping option is specifically displayed during checkout.

Q4: How much does shipping cost?

Shipping is free on all orders. There are no hidden shipping charges.

OutNestss also covers applicable import duties, customs-clearance charges, brokerage fees, and related import-processing costs for eligible orders shipped to the continental United States. Customers are not required to pay additional import-related charges upon delivery.

Q5: Will I receive tracking information?

Tracking information will be provided when it becomes available from the applicable shipping carrier.

For some internationally transported orders, detailed local tracking may not become active until the shipment has completed international transportation and has been received and scanned by the final-delivery carrier.

Tracking information may therefore not be available immediately after the order is placed.

Q6: Why has my tracking information not updated?

Tracking updates may be delayed because of:

• Carrier scanning delays
• International transportation
• Transfers between logistics providers
• Customs processing
• Weekends or public holidays
• Severe weather
• Regional delivery delays
• Large-package handling

A temporary lack of tracking updates does not necessarily mean that the shipment has stopped moving.

Q7: What should I do if my order is delayed?

If your order has not arrived within the estimated delivery timeframe, contact hello@outnestss.com and include:

• Your order number
• Your full name
• Your shipping address
• Any available tracking number

We will review the available shipping information and follow up with the applicable logistics provider when necessary.

Q8: Can an order arrive in more than one package?

Yes. Some products or product sets may be divided into multiple cartons because of their dimensions, weight, packaging requirements, or inventory arrangements.

Separate cartons may have different tracking numbers and may arrive at different times.

Q9: What should I do if tracking shows “delivered,” but I cannot find the package?

Please check:

• Your front door or porch
• Side or rear entrances
• Building reception
• Mailroom
• Garage
• Nearby secure locations
• Household members
• Neighbors
• The carrier’s delivery notes

If the package is still missing, contact us with your order number and tracking information so that we can review the situation and, when appropriate, request a carrier investigation.

Q10: What should I do if the shipping carton arrives damaged?

Take clear photographs of the carton, shipping label, protective packaging, and product before discarding anything.

Carefully inspect the product and keep:

• The outer carton
• Shipping label
• Inner packaging
• Protective materials
• Hardware
• Accessories
• Instructions
• Damaged components

If the product itself is damaged or parts are missing, contact us as soon as possible.

B. Orders, Changes & Cancellations

Q11: How do I know whether my order was placed successfully?

After an order is successfully submitted, an order confirmation should be sent to the email address provided during checkout.

Please review the confirmation and verify:

• Customer name
• Email address
• Shipping address
• Product selection
• Product option
• Quantity
• Order total

If you do not receive the confirmation, check your spam or junk folder and confirm that the email address entered during checkout was correct.

Q12: Can I change my shipping address?

Contact hello@outnestss.com as soon as possible and provide:

• Your order number
• The original shipping address
• The complete corrected shipping address

We will review the order status and determine whether the address can still be changed.

Address changes cannot be guaranteed after the order has been processed, packaged, dispatched, transferred to a carrier, or entered international transportation.

Customers are responsible for providing a complete and accurate shipping address during checkout.

Q13: Can I cancel my order?

You may request cancellation before the order enters international transportation.

If the order is still being verified, inspected, prepared, or packaged, we may still be able to cancel it.

Once the order has entered international transportation or has been transferred to a logistics provider for dispatch, it may no longer be possible to retrieve, stop, or cancel it.

Contact hello@outnestss.com as soon as possible and include your order number.

Q14: Can I change the product, quantity, color, or option in my order?

Contact us immediately with your order number and the requested change.

We will review the order status, but changes cannot be guaranteed once processing has begun.

If the requested change cannot be made directly, cancellation and placement of a new order may be required, provided the original order has not entered a non-cancellable shipping stage.

Q15: Can I add another product to an existing order?

Orders generally cannot be combined automatically after checkout.

You may place a separate order or contact us promptly to ask whether an adjustment is still possible. Separate orders may be processed and delivered separately.

Q16: What should I do if I entered the wrong email address?

Contact us and provide:

• Your full name
• Your order number, if available
• The incorrect email address
• The correct email address
• Your shipping address

We will use this information to help locate and update the applicable order record when possible.

C. Returns & Refunds

Q17: What is the OutNestss return window?

Eligible return requests must be submitted within 30 days from the date the order was delivered.

The return period begins on the documented delivery date, not the order date or shipping date.

Submitting a return request does not automatically mean that the return has been approved. All returns are subject to review and the conditions stated below.

Q18: How do I request a return?

Email hello@outnestss.com before sending any product back.

Please include:

• Your order number
• Product name
• Reason for the return
• Condition of the product
• Whether it has been assembled or used
• Clear photos or videos, when applicable

Do not send the product back until the return has been approved and written return instructions have been provided.

Q19: Where should I send an approved return?

The correct return address will be provided after your return request has been reviewed and approved.

Do not send a return to the OutNestss business contact address unless our customer support team specifically instructs you in writing to do so.

The business contact address is not automatically a return warehouse or general return location.

Unauthorized returns may not be accepted, identified, or processed.

Q20: How soon must I send an approved return?

After return instructions are provided, the approved return package should normally be shipped within 7 business days.

If the return is not shipped within this period, the return authorization may need to be reviewed again.

Q21: What condition must a returned product be in?

Returned products must generally be:

• In their original condition
• Clean and properly packaged
• Free from customer-caused damage
• Free from unauthorized alterations
• Complete with all included components
• Complete with accessories and hardware
• Accompanied by instructions or manuals, when applicable

Original packaging should be used whenever reasonably possible.

Returns with missing parts, signs of misuse, heavy wear, contamination, improper assembly, inadequate packaging, or customer-caused damage may be rejected or may qualify for a reduced refund.

Q22: Who pays for return shipping?

OutNestss will cover the applicable return shipping cost when the product is confirmed to be:

• Damaged upon arrival
• Defective
• Incorrectly supplied
• Missing essential components because of our error

For returns requested for personal reasons, including ordering the wrong size, choosing an incompatible accessory, changing your mind, or no longer needing the product, the customer is responsible for return shipping costs.

We recommend using a trackable shipping service for customer-arranged returns.

Q23: What should I do if my product arrives damaged, defective, or incorrect?

Contact hello@outnestss.com within 10 days of delivery.

Please provide:

• Your order number
• Product name
• Description of the issue
• Photos of the complete product
• Close-up photos of the affected area
• Photos of the shipping carton
• Photos of the shipping label
• A short video, when helpful

Keep the outer carton, inner packaging, labels, hardware, accessories, and affected components until the claim has been reviewed.

Depending on the confirmed issue, an appropriate resolution may include:

• Replacement parts
• Replacement accessories
• A replacement product
• Repair assistance
• Return instructions
• A partial refund
• A full refund

Q24: What should I do if parts or hardware are missing?

Carefully check:

• Every shipping carton
• Protective foam
• Cardboard inserts
• Accessory boxes
• Hardware bags
• Storage bags
• Folded table sections
• The underside of tabletops
• Interior compartments

If the part is still missing, contact us with your order number, product name, photographs of everything received, and the applicable part number from the instructions when available.

Q25: When will I receive my refund?

We will notify you after the returned product has been received and inspected.

If the refund is approved, it will normally be issued to the original payment method within 2–3 business days.

Your bank, card issuer, or payment provider may require additional time to post the funds to your account after the refund has been issued.

Q26: Which products cannot be returned?

Non-returnable products may include:

• Products marked as final sale
• Gift cards
• Products damaged by customer misuse
• Products damaged through improper assembly
• Products altered or modified without authorization
• Products with missing essential components
• Products contaminated by food, fuel, oil, chemicals, mold, or other substances
• Products damaged by open flame, excessive heat, or improper burner use
• Products returned without prior authorization

This does not limit any rights that cannot legally be excluded under applicable consumer law.

D. Limited Warranty

Q27: How long is the OutNestss warranty?

Eligible OutNestss products are covered by a 6-month limited warranty from the date of delivery.

The warranty applies only to the original purchaser and requires valid proof of purchase.

Q28: What does the limited warranty cover?

The limited warranty covers confirmed defects in materials or workmanship arising during normal and intended use.

Depending on the product, covered issues may include:

• Manufacturing defects
• Structural defects under normal intended use
• Missing or damaged parts discovered after opening the package
• Original hardware that fails during proper use
• Hinges, connectors, brackets, or locking components that fail because of a manufacturing defect

Warranty coverage does not mean that every damaged or worn product will qualify for replacement or refund. Each claim is reviewed based on the available evidence and the circumstances of use.

Q29: What is not covered by the warranty?

The limited warranty does not cover:

• Normal wear and tear
• Cosmetic scratches or dents from use
• Surface discoloration from sunlight
• Finish changes caused by outdoor exposure
• Rust or corrosion caused by moisture, salt, chemicals, or improper storage
• Damage caused by rain, snow, flooding, or prolonged humidity
• Damage caused by excessive heat or open flame
• Damage caused by hot cookware
• Damage caused by improper burner installation or use
• Damage caused by improper assembly
• Damage caused by incorrect installation
• Damage caused by insufficient maintenance
• Damage caused by exceeding the stated load capacity
• Damage caused by standing or jumping on products not designed for that purpose
• Unauthorized modification, drilling, cutting, welding, or bending
• Use of incompatible or non-original components
• Accidents, misuse, abuse, or neglect
• Damage during customer-arranged transportation
• Loss or theft
• Commercial, rental, institutional, or intensive professional use unless approved by us in writing
• Failure to follow product instructions or safety warnings

Unless the product page specifically states otherwise, portable camping products are intended for temporary outdoor use and should not be stored outdoors permanently.

Q30: What remedies are available under the warranty?

After reviewing and confirming a valid warranty claim, OutNestss may, at its discretion:

• Provide troubleshooting assistance
• Send replacement hardware
• Send replacement components
• Repair the affected product
• Replace the affected product
• Offer a comparable replacement when the original product is unavailable
• Refund the affected portion of the product
• Provide another reasonable resolution

The remedy will depend on the nature of the issue, product availability, product age, and whether replacement parts are available.

Q31: How do I submit a warranty claim?

Contact hello@outnestss.com and provide:

• Your order number
• Product name
• Date of delivery
• Description of the issue
• Photos of the complete product
• Close-up photos of the affected component
• A short video showing the issue, when applicable
• Information about how the product was used and stored

Keep the product, packaging, hardware, and affected components until we provide further instructions.

Do not discard, modify, repair, or return the product before the warranty claim has been reviewed.

E. Products & IGT Compatibility

Q32: What types of products does OutNestss offer?

OutNestss is an outdoor camping brand offering products for campsite cooking, dining, organization, storage, and relaxation.

Our product range may include:

• Camping tables
• Camping chairs
• IGT modular tables
• IGT inserts and accessories
• Outdoor kitchen components
• Food-preparation accessories
• Storage and organization products
• Portable campsite equipment

Product availability may change over time. Review the individual product page for the latest materials, measurements, included components, and use information.

Q33: What is an IGT modular system?

An IGT modular system allows compatible table inserts, trays, storage components, cooking accessories, and other modules to be arranged within a suitable modular frame.

The exact measurements, support structures, installation methods, and connection points may differ between products.

Q34: Are all OutNestss IGT accessories universally compatible?

No. Do not assume that every IGT accessory will fit every modular table or frame.

Compatibility may depend on:

• Module dimensions
• Opening dimensions
• Frame thickness
• Edge shape
• Support rails
• Connection points
• Installation method
• Product model
• Required clearance

Always compare the measurements and compatibility information before ordering.

Q35: How do I confirm whether an accessory fits my existing table?

Measure the relevant opening, frame, support rail, or installation area.

Compare your measurements with the dimensions listed on the OutNestss product page.

If you remain uncertain, email us with:

• The OutNestss product you are considering
• The brand and model of your existing table
• Clear photographs of the installation area
• Relevant measurements

We will review the available information and help assess compatibility. Compatibility cannot be guaranteed when measurements or product information are incomplete.

Q36: Does a “one-unit” or “half-unit” description guarantee compatibility?

No. Module terminology describes the approximate modular space occupied by a component, but it does not replace exact measurements.

Different systems may use slightly different dimensions, edges, supports, or installation structures.

Q37: What is included with a product?

The included components are stated on the individual product page.

Camping equipment, cookware, food, burners, fuel canisters, storage boxes, decorative items, and other products shown in lifestyle photographs are not included unless they are specifically listed as package contents.

Q38: Where can I find dimensions and load limits?

Review the specifications on the individual product page.

Depending on the product, important measurements may include:

• Overall dimensions
• Folded dimensions
• Tabletop height
• Seat height
• Module dimensions
• Opening dimensions
• Product weight
• Package weight
• Recommended load capacity

Do not estimate size or capacity based only on product photographs.

Q39: Will the product look exactly like the photographs?

Minor variations may occur because of:

• Lighting
• Photography
• Screen settings
• Production batches
• Surface texture
• Material variation
• Finish application

Small differences in color, texture, grain, or finish are not necessarily defects.

F. Assembly & Setup

Q40: Do OutNestss products require assembly?

Assembly requirements vary by product.

Some products may arrive fully assembled, while others may require:

• Unfolding
• Attaching legs
• Installing connectors
• Securing hardware
• Inserting modular components
• Completing a multi-step assembly process

Review the product page and included instructions before assembly or use.

Q41: What should I do before assembly?

Before beginning:

1. Read the complete instructions.
2. Confirm that all components are present.
3. Identify all hardware and connection points.
4. Use a clean, dry, level surface.
5. Protect coated, painted, wooden, and metal surfaces from scratches.
6. Keep small components away from children.
7. Do not force parts that do not align correctly.

Q42: What should I do if components do not align?

Confirm that:

• Each part is facing the correct direction
• Left and right components have not been reversed
• The correct hardware is being used
• The product is positioned on a level surface
• Fasteners were initially inserted loosely

Align all components before gradually tightening the fasteners.

Do not drill, cut, bend, weld, or force a component. Contact us with photographs or a short video if the problem continues.

Q43: Can I modify an OutNestss product?

Unauthorized drilling, cutting, welding, bending, repainting, structural modification, or replacement of original hardware with incompatible components is not recommended.

Modifications may affect stability, safety, compatibility, performance, and warranty eligibility.

Q44: Should I inspect the product before use?

Yes. Before each trip or use, inspect:

• Fasteners
• Hinges
• Locks
• Latches
• Legs
• Frames
• Connectors
• Modular inserts
• Fabric
• Seams
• Load-bearing components

Stop using the product if any component is loose, cracked, bent, unstable, missing, severely worn, or otherwise damaged.

G. Outdoor Kitchen & Heat Safety

Q45: Can I place hot cookware directly on a tabletop?

Do not place hot cookware, burners, charcoal, open flames, or heated components directly on a surface unless the product is specifically designed and identified for that use.

Use an appropriate heat-resistant barrier and follow the cookware or burner manufacturer’s instructions.

Heat may discolor, deform, burn, crack, weaken, or otherwise damage unsuitable materials.

Q46: Can I use a burner inside a tent, vehicle, or enclosed area?

Do not use open-flame, charcoal, gas-powered, or other combustion-based cooking equipment inside a tent, vehicle, enclosed room, or poorly ventilated area unless the equipment manufacturer expressly permits that use.

Always follow the burner manufacturer’s instructions, ventilation requirements, and local fire restrictions.

Q47: Are fuel or gas canisters included?

Fuel, gas canisters, charcoal, and other consumable or restricted items are not included unless they are specifically stated as package contents.

Q48: Are OutNestss kitchen components dishwasher safe?

Dishwasher compatibility depends on the material, coating, adhesive, finish, and construction of the product.

Do not place a component in a dishwasher unless its product instructions specifically state that it is dishwasher safe.

H. Cleaning, Care & Storage

Q49: How should I clean OutNestss products?

Follow the care instructions provided for the specific product.

For general cleaning:

• Remove loose dirt first
• Use a soft cloth or non-abrasive sponge
• Use mild soap when necessary
• Avoid abrasive pads
• Avoid harsh chemicals
• Avoid prolonged soaking
• Dry all components completely before storage

Q50: Can I use bleach or strong cleaning chemicals?

Do not use bleach, corrosive cleaners, strong solvents, abrasive powders, or aggressive degreasers unless the product instructions specifically permit them.

These substances may damage coatings, fabrics, plastics, wood, adhesives, printed markings, or metal finishes.

Q51: How should I care for metal components?

Remove moisture, food residue, dirt, salt, and grease promptly.

Dry metal components completely before storage. Scratches, salt exposure, prolonged moisture, and damaged coatings may increase the likelihood of corrosion.

Q52: How should I care for wooden or wood-based components?

Wipe spills promptly with a soft cloth.

Avoid:

• Soaking
• Standing water
• Dishwasher cleaning
• Harsh chemicals
• Direct flame
• Hot cookware
• Prolonged rain
• Extended strong sunlight
• Storage while damp

Allow the component to dry completely before packing or storage.

Q53: How should I store camping equipment?

Before storage:

1. Clean the product.
2. Allow every component to dry completely.
3. Remove food residue, dirt, salt, and moisture.
4. Secure loose accessories.
5. Fold or disassemble the product correctly.
6. Store it in a covered, dry, ventilated location.
7. Keep it away from flames, direct heat, chemicals, and prolonged sunlight.

Do not permanently store portable camping products outdoors unless the product page specifically states that permanent outdoor storage is permitted.

I. Customer Support

Q54: How can I contact OutNestss?

Customer Support Email:
hello@outnestss.com

Telephone:
+86 188 7613 5569

Customer Support Hours:
Monday–Friday, 8:30 AM–5:00 PM PST

Messages received outside our customer support hours will be reviewed during the next available business period.

Q55: What information should I include when contacting customer support?

For faster assistance, include:

• Your full name
• Order number
• Email address used for the order
• Product name
• Product model or option
• Clear description of the question
• Relevant measurements
• Photos or videos, when applicable
• Part number from the instructions, when applicable

Q56: What is the OutNestss business information?

Brand Name:
OutNestss

Legal Company Name:
广州市思博新创网络技术服务有限公司

Business Contact Address:
E330, Unit 2709, Building 371-1, Wushan Road, Tianhe District, Guangzhou, Guangdong 510645, China

Customer Support Email:
hello@outnestss.com

Telephone:
+86 188 7613 5569

The business contact address is provided for business identification and correspondence purposes. It is not a retail store, showroom, walk-in customer service center, or automatically authorized return address.

Q57: Can I visit the company address or send a return there?

No. The business contact address is not a retail store, showroom, public warehouse, or walk-in customer service location.

Do not send products to this address unless our customer support team has provided prior written authorization and confirmed the applicable return instructions.

Still Need Help?

Contact the OutNestss customer support team:

Email: hello@outnestss.com
Telephone: +86 188 7613 5569
Customer Support Hours: Monday–Friday, 8:30 AM–5:00 PM PST

For an existing order, include your order number.

For a compatibility question, include the product name, measurements, and clear photographs of your current camping setup.