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FAQs

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Shipping

Q: How do you ship?

We ship our packages via UPS.

Q: When will my order ship?

If the items are "in stock", orders placed by 2pm EST M-F will ship the same day. (Availability is stated on every product page.)

Q: How long will Ground Shipping take to get to me?

Shipping times depend on how we ship and what state the package is shipping to. (

Q: Will you ship to Canada, Europe...etc?

At this time, we ship "in stock" items to the following locations:

Unfortunately, products shipped from the manufacturer are only shipped within the continental US.

Q: Why is the shipping so expensive?

This charge includes handling, shipping materials, insurance where applicable and the actual shipping rates from our vendors. We've chosen to structure our continental US shipping rate according to price rather than weight and size so that you can determine your shipping cost easily. This way you will always know what your shipping cost is so that you can decide for yourself whether the overall purchase is a good value.

Click here to see additional shipping information.


Billing


Q: Will you bill Medicare / my insurance company?

Unfortunately, because we ship products all over the nation, we cannot submit bills to Medicare or insurance companies.

Customer Service

Q: Is it safe to place my order on-line?

When you place an order or enter personal information anywhere on our website, you are on a secure server hosted and secured by Shopify. (most browsers have a lock symbol to indicate a secure server). All data is encrypted to protect it from unauthorized access.

However, if you are still not comfortable placing your order on-line, you can call us at 1-888-940-0605 M-F 9am to 6pm EST.

Q: Did you receive my on-line order?

Once your order is complete, you will see a final page that says "Order Successfully Completed!" It will also include a confirmation number. If you do not see these, your order did not go through.

When the order has completed successfully, an email will also be sent to you with confirmation number and all your order information. If you do not receive a confirmation e-mail it is possible that there was a typo in your email address or the confirmation email was blocked as potential SPAM.

If you are unsure about your order, or noted an error in the confirmation, please feel free to give us a call at 1-888-940-0605 M-F 9 am to 5 pm EST.

Q: If the item I purchased is not what I need, can I return it?

The return policy for each item is noted on the product page. In general, Live Oak has a 30 day return policy. Exceptions include hygienic items and special orders. Some items have a restocking fee due to extra shipping incurred by us.

In order to receive a refund, please make sure the product is in "like new condition", and has the original retail packaging and instructions. We ask that you call us for a Return Merchandise Authorization number before sending any product back. Unfortunately, shipping cannot be refunded.


Pricing

Q: Why is the shipping so expensive?

This charge includes handling, shipping materials, insurance where applicable and the actual shipping rates from our vendors. We've chosen to structure our continental US shipping rate according to price rather than weight and size so that you can determine your shipping cost easily. This way you will always know what your shipping cost is so that you can decide for yourself whether the overall purchase is a good value.

Click here to see additional shipping information.

Q: Do you price match?

No. We understand that these products are important, so we try to make our pricing as affordable as possible, but cannot compete with large chains or closeout pricing. We also don't mark our prices at the suggested retail and then slash them to show lower pricing.

Website Help

Q: Is it safe to place my order on-line?

When you place an order or enter personal information anywhere on our website, you are on a secure server (most browsers have a lock symbol to indicate a secure server). All data is encrypted to protect it from unauthorized access.

However, if you are still not comfortable placing your order on-line, you can call us at 1-888-940-0605 M-F 9am to 5pm EST.

Q: Why do you need my e-mail address? What do you do with it?

Live Oak will only use you e-mail address to contact you about your order OR to send information that you have requested from us. We have automated processes that send out your order confirmation, your shipping information and one follow-up email to ask your feedback about the product you ordered.

We do not sell any of our customers' information to other companies.

Click Here for more on our Privacy Policy.

Q: Did you receive my on-line order?

Once your order is complete, you will see a final page that says "Order Successfully Completed!" It will also include a confirmation number. If you do not see the final page with the confirmation number, your order is not completed.

An email will also be sent to you with a confirmation number. If you do not receive a confirmation e-mail it is possible that there was a typo in your email address or the confirmation email was blocked as potential SPAM.

If you are unsure about your order, or noted an error in the confirmation, please feel free to give us a call at 1-888-940-0605 M-F 9 am to 6 pm EST.

Miscellaneous

Q: Where can I go to buy your products locally?

BuyLiveOak.com is a mail-order company, and does not have a traditional store front. As we are a distributor, and not the manufacturer, we have no way of knowing what stores in your area carry these products.

Q: How do I submit a product for inclusion into your website?

If you have a product that you would like us to carry, please send the information to info@buyliveoak.com

Include your contact information, information about the product, and a website if available.