Q&A

Contact & Company Information

Q: I Would Like to Place an Order, How Can I Contact You?

A: If you want to place an order you can do so online 24/7 or you can give us a call at 1.866.LIVING (866.975.4846).

Q: What Are Your Hours of Operation?

A: Our website is accessible 24 hours a day, 7 days a week. Our Call Center is open for sales calls 24 hours a day; our customer service specialists are in from 8 a.m. to 5 p.m. Central Standard Time Monday through Friday.

Q: Where Are You Located?

A: Our corporate offices are located in the beautiful hills of Austin, Texas. However, we warehouse product in several different locations to ship throughout the continental United States.

Q: What Is Your Business Contact Information?

A: Phone Inquiries: 1.866.97.LIVING, Fax: 512.467.2101, Mailing Address: 8606 Wall St., Ste. 1800, Austin, Texas 78754

Q: How Many Years Have You Been in Business for?

A: Living Direct, previously known as Richlund Ventures, has been in business for over 10 years providing to our clients high quality and affordable appliances for their home and office.

Order Placement, Status & Cancellations

Q: How Can I Check My Order Status?

A: You will receive an email confirmation when your order is placed. At this time you will get an order number. It is important to keep that order number for future reference. Once your product ships, you will receive a second email with the tracking information. You may check your order status at any time if you have registered on our web site. If your order is been delivered via UPS or FedEx, you can call one of these carriers directly. (FedEx: 1.800.GO.FEDEX, and UPS: 1.800.PICK.UPS). If your order is been shipped via freight you can call our customer service department to obtain status information. To see your order history and check order status you can log into our website or Click Here. Orders placed via telephone will receive order and shipping confirmation emails but will not have access to our online status tool. Please contact our customer service department with any questions not answered by the confirmation emails. 866.97.LIVING, M-F, 8am to 5pm CST.

Q: Once I Have Placed an Order How Do I Cancel It?

A: Only our customer service department is capable of cancelling an order and it must be requested via telephone: 1.866.975.4846, M-F, 8am to 5pm CST. Please do not submit cancellation requests through email as they are not answered in real time and your request may not arrive in time to successfully cancel the order. If the order has already been loaded onto a shipping trailer or shipped out of our warehouse it may not be cancelled. If an order is refused by the customer once it has shipped out the customer will be liable for all related shipping charges when the order is accepted back into our warehouse. We do our best to ship orders as quickly as possible so please be certain that you truly wish to receive an item before placing your order as we are not always able to stop an order before it ships out.

Shipping Information

Q: What Is the Difference Between Ground Shipping and Freight Line Delivery?

A: Ground delivery is related to items shipped out via UPS or FedEx ground. Ground deliveries do not require a signature and may be left at the ship to address at the delivery drivers discretion. Freight line deliveries are related to larger, heavier items. All freight line deliveries require a signature so the customer will be contacted by the shipping company to arrange a delivery appointment. Please inspect the item upon delivery as you are signing that you have received the item and that it has been inspected and is free of damage. Freight line deliveries will be to the first ground floor exterior door provided there are no stairs to ascend or descend. If you require inside delivery of a freight line item please select the “premium” shipping option located in the online shopping cart during the checkout process. (*premium shipping is not available for all freight line items) Regardless of the shipping method, deliveries will occur Monday through Friday.

Q: How Can I Tell If My Purchase Will Be Shipped with a Ground or Freight Line Carrier?

A: When you add an item to your online shopping cart it will state inside the cart which shipping method is related to that specific item. Once you place an order and the unit leaves our warehouse you will receive a shipping confirmation via email that will provide you with additional information related to the shipping method and carrier.

Q: Do You Offer Expedited Shipping?

A: If the item ships out via UPS or FedEx ground, we will be able to offer expedited shipping for an additional fee. If the item ships out via freight line carrier, it is not eligible for any type of expedited shipping. Please remember that expedited shipping only takes place once the item leaves our warehouse so it is important to check the shipping estimate included on each individual product page. If you wish to expedite an item that ships out with a ground carrier and are not given the option to do so in the online shopping cart, please contact our customer service department for assistance. 1.866.97.LIVING, M-F, 8am to 5pm CST.

Q: Where Do You Deliver Product?

A: We deliver product anywhere in the 48 contiguous US states via UPS, FedEx, or freight lines. We are not currently delivering product to Hawaii, Alaska and Puerto Rico or outside of the United States. However, if you live in an area where we do not deliver product and you still would like to buy our products, you will be responsible for finding a freight forwarding company within the 48 contiguous states and we can ship to the closest border town to you where we deliver. Please keep in mind that if you choose to have an item freight forwarded to you from within the 48 contiguous states you may not be able to utilize the manufacturer’s warranty included with the item. Please check with the manufacturer prior to purchasing the item to verify that warranty service would be available in your area if needed.

Closest border states where we will deliver:

We deliver to Final Destination
Washington State Alaska
California Hawaii
Miami Puerto Rico & The Caribbean
Closest border state Canada

Q: My Order Has Not Arrived Yet.

A: The delivery time provided is an estimate. If you want to check the status of your order, you can go to our Order Status section or call our customer service department at 1.866-97.LIVING.

Q: When Should I Expect Delivery?

A: We strive to get all orders processed and shipped out within 48 hours, and depending on where the final destination is it should take between 3-7 days thereafter once the product has shipped out. You can view expected delivery time for a specific product by viewing the "Availability" on the product page. For example, if a product is in stock and the average time it takes to ship out is 5 business days, it will say "Usually Ships" In 5-7 business days. Delivery time will vary once the product ships out depending on which warehouse it ships from and which part of the country you are located in. If you have any special delivery requirements, please give us a call.

Sales Tax

Q: Do I Have to Pay Sales Tax?

A: There is currently no sales tax on purchases outside the state of Texas or Nevada. Because we are based in Texas and Nevada, we are required to collect sales tax only on purchases in Texas or Nevada.

Returns & Defective Product

Q: What Is Your Policy If My Order Arrives with Shipping Damage?

A: We ask that you contact our service department within two business days of receiving the item if you wish to report shipping damage. As with all returns, it is important to retain all original boxes and packaging so our returns department may properly assist you. We will arrange for the delivery company to pick up the item from your location and bring it back to our warehouse at which time a replacement item will be released or a full refund issued depending on your preference. Please visit our Returns and Exchanges page for complete details. Customer service: 866.97.LIVING (866.975.4846), M-F, 8am to 5pm CST.

Q: What Is Your Policy If I Receive a Defective Product?

A: All products offered on our website include a warranty issued and administered by the manufacturer. You should be able to locate the contact phone number for your item’s warranty department located in your unit’s users manual. If you are unable to locate the correct phone number please contact our service department and they will gladly supply it to you.

Q: What Is Your Policy If I Change My Mind and Wish to Return My Purchase?

A: The majority of items offered on our website may be returned within 30 days of receipt but a few product categories are limited to 15 days. All returns must be processed by our customer service department via telephone. 866.97.LIVING, M-F, 8am to 5pm CST. Orders shipped back to our warehouse without prior RA approval from our service department will be refused. The item must be in new and working condition and must include all original packaging, boxes, accessories and users manuals. For complete details on this topic please select this link and review our complete return policy.

Q: What Is Your Return Policy?

A: Regular Returns

Products that are not damaged or defective may be returned for any reason within the first 30 days after delivery. Returned products must be in a new, fully functional, and undamaged condition, and must include the original box (including over boxing), packing materials, manuals, and accessories. All returns must have a return merchandise authorization number (RMA). RMA numbers may be obtained by contacting our customer service department Monday through Friday, 8am to 5pm CST - (866.97.LIVING). SHIPPING AND HANDLING COSTS ARE NOT REFUNDABLE AND THE PURCHASER IS RESPONSIBLE FOR THE COST OF THE RETURN SHIPPING. Returns related to orders that included "free shipping" will be subject to a 15% shipping recovery fee. To avoid the shipping recovery fee you may purchase another item of equal or greater value. Please contact our customer service department if you wish to pursue this option. All returns will be inspected and LivingDirect.com reserves the right to adjust the refund on the return depending upon the condition of the returned product.

Products with Return Restrictions:

Portable Air Conditioners, Portable Air Coolers, and Heaters are only eligible for return within the first 15 days after delivery. All other return conditions and policies stated previously apply.

Only Water Heaters that are in new and unopened condition are eligible for return. Water Heaters that have been installed may not be returned for any reason. Please consult with one of our specialists on sizing your unit if you are unsure about the sizing requirements for your geographical area. Regular returns will be charged a 25% restocking fee.

For safety reasons all gasoline and oil must be removed prior to returning any gasoline or diesel powered products. Failure to do so may result in our warehouse refusing the return back to the customer who will be responsible for all related shipping expenses. All other return conditions and policies stated previously apply.

Damaged Shipments

Occasionally products are damaged in shipment. We will gladly replace the product or give you a refund for the full amount of the merchandise. You should immediately inspect the delivery for shipping damage and CONTACT US WITHIN 48 HOURS OF DELIVERY AT 866.97.LIVING (Excluding holidays and weekends) to report any damage. If you do not contact us within the 48 hour time-frame, you will be responsible for filing a claim with the shipping company. Sometimes damage from shipment may not be visible, so it is very important that YOU CAREFULLY CHECK FOR INTERNAL AND EXTERNAL DAMAGE. If the damage is obvious, you should refuse the delivery and note the damage on the shipment Bill of Lading and call us at 866.97.LIVING to arrange a return of the damaged unit and to have a replacement product shipped to you. Once we are contacted within 48 hours of delivery, we will have the shipping company return to the delivery location to pick up the damaged product. Please make sure that the product is in its original packaging, with all manuals, parts and accessories and available and ready for the pick-up attempt in order to avoid delays and possible cancellation of the pick-up. Please note that the shipping companies operating on our behalf will only make one attempt at pick-up. Thereafter, any subsequent pick-ups may be at the expense of the customer.

Once we have received the damaged unit back at our warehouse, we will immediately ship the replacement product. *Please note that this policy applies to all products except Kwikool brand commercial portable air conditioners. Kwikool brand commercial portable air conditioners must be thoroughly inspected upon delivery and all freight damage must be notated on the delivery slip. Please call us 866.97.LIVING to set up a return for a damaged product.


Defective Products


All defective products will be handled by the manufacturer under the terms of their product warranty. LivingDirect.com will not replace or exchange defective products that fall under the manufacturer's warranty coverage. Refer to the owner's manual for instructions on how to contact the manufacturer regarding product defects.

Products General Information

Q: What if I Can't Find My Appliance on Your Site?

A: We try to continually update our site with the products that you want. There are some products that we are able to order but do not include on our site. If you can't find what you are looking for, feel free to submit an inquiry, or call us to have a research associate help you with your specific needs. If we can't get the product you are looking for, we'll try to help you find someone who can.

Q: What Kind of Products Do You Sell?

A: At Living Direct, our goal is to offer a wide variety of unique products that will save you time, space, and money. We have a wide selection of products that range from combination washer dryers to wine storage refrigerators. Let us know what kind of appliance you need to meet your requirements and we're confident we can help you find it. We are always looking for new products to add to our selection, so if there is a product you like that we don't carry, let us know!

Q: Do All of Your Products Come with Warranties?

A: Yes, all products come with a manufacturer's warranty. We also offer extended service plans for most of our products. When available, you can select an optional extended warranty plan from the individual product detail page or in your shopping cart.

Price Match Guarantee

Q: Do You Price Match Other Retailers?

A: Depending on the item we may be able to price match a lower price listed on one of our competitor’s websites. Price matching involves the total price paid for the item. (unit price, shipping cost and tax) We are only able to price match fellow online retailers and we will ask that you provide us with a link to the item so we may review its total price and availability. The item must be in stock with another authorized dealer (not a floor sample, "open box" item, refurbished item or demo piece) and may not be a club "member’s price" or typographical error. This offer applies to new purchases only and may not be possible for all products. If you purchase an item from our website and we lower the price of the unit after your purchase please contact us within 10 days and we will gladly refund the price difference. Please contact our sales department if you wish to initiate a price match request. Customer Service: 1.866.97.LIVING, M-F, 8am to 5pm CST.

Other Questions

Q: How May I Obtain a W-9 Form From Your Company?

A: You may download and print out our current W-9 form by selecting this link to access our corporate sales page where the form is located.