General Frequently Asked Questions (FAQs)

Other FAQs:
Ordering and Shipping FAQs
Subscription FAQs

FAQs:

1. What types of products do you offer?

At Outlaw, we create scented products designed to evoke your favorite memories and bring out your best self. When you feel good and remember your best moments, you naturally do better in the world—it's even backed by science! We’re thrilled to have collaborated with scent researcher Rachel Herz from Brown University to make this possible. Give our products a try and experience the magic for yourself!

2. How do I place an order?

Ordering from Outlaw is super easy! For the most complete collection of our amazing products, head over to our website at LiveOutlaw.com. You can also find us on Facebook and Instagram stores, and we offer select goods on Amazon. If you prefer shopping in person, use our store locator to find the nearest retailer: Outlaw Store Locator. And if you ever need help, our friendly customer satisfaction team is just an email away at howdy@liveoutlaw.com. Happy shopping!

3. Can I track my order?

Absolutely! You can easily track your order in the account section by logging in here and checking your recent orders. Additionally, you can track your order in our help area: Outlaw Help Center. Keeping an eye on your Outlaw goodies has never been easier!

4. What payment methods do you accept?

We accept a variety of payment methods to make your shopping experience as convenient as possible! You can pay with Visa, MasterCard, American Express, Discover, JCB, PayPal, Venmo, Amazon Pay, Apple Pay, Google Pay, Meta Pay, and Shop Pay. Choose the one that works best for you and enjoy your Outlaw shopping!

5. Is it safe to use my credit card on your website?

Absolutely! Shopping with us is completely safe. Our website is powered by Shopify, a platform that adheres to the highest standards of security, including Level 1 PCI DSS compliance. This means your payment information is processed with the utmost security. Shopify uses top-notch encryption protocols and two-factor authentication to keep your data safe. So, you can shop with confidence knowing your personal and financial information is well-protected.

6. How do I apply a discount code?

Applying a discount code is super simple! During checkout, you'll see a designated field to enter your discount code. Just type in your code, hit apply, and watch the magic happen as your total updates with your savings. Happy shopping!

7. Do you offer international shipping?

Yes, we do offer international shipping, but only for certain items and to specific countries. We're always striving to improve our services, so if you can't find shipping options that work for you, please reach out to our friendly customer service team at howdy@liveoutlaw.com. Unfortunately, we can't ship spray cologne internationally at this time, but we have plenty of other fantastic products ready to be sent your way!

8. How can I place an order if I'm in another country?

Placing an order from another country is a breeze! Just go through the checkout process regularly on our website. Please note that we don't ship to all countries and regions yet. If you encounter any issues or can't find your country listed, our customer service team at howdy@liveoutlaw.com is always ready to help. Happy shopping, no matter where you are in the world!

9. What are your shipping options and rates?

For US orders, we use USPS ground service at a flat rate of $6.50, so the more you order, the more you save on shipping! For international orders, we offer calculated rates based on your location. If you have any questions about shipping, our customer service team at howdy@liveoutlaw.com is here to help. Happy shopping!

10. How long will it take to receive my order?

Once your order is placed, we usually process it within 48 business hours. Delivery within the US typically takes 2-5 business days, depending on USPS transit times. For pre-orders, items will be shipped the week of the pre-order release. Occasionally, high demand might cause slight delays, so we appreciate your patience. Most colognes are shipped on Thursdays, so if your order includes cologne, it will head out on the next Thursday. Rest assured, we're working hard to get your Outlaw goodies to you as quickly as possible!

11. Can I change or cancel my order after it’s been placed?

Yes, you can! Please reach out to howdy@liveoutlaw.com as soon as possible, and we'll do our best to catch your order before it leaves our warehouse. Unfortunately, we can't cancel orders that have already flown the coop, but we'll always try to help in any way we can!

12. What is your return policy?

We know scent is a very personal thing and want you to be fully satisfied with your order. That's why we prefer to do an exchange before you return the product, giving you the chance to try something you might love even more (many of our customers have found lifelong favorites this way!). However, if none of our scents work out for you, we'll happily offer a refund. For orders over $100, we do require the product to be returned unused to the best of your ability. Your satisfaction is our top priority!

13. How do I return or exchange an item?

Returning or exchanging an item is a breeze! Just head over to help.liveoutlaw.com and submit a return request. We'll take care of the rest and make sure you get the perfect scent. Your satisfaction is our top priority!

14. What should I do if I receive a damaged or defective product?

We know this happens sometimes, and it's a total bummer! We're happy to replace items that are damaged or defective. Just reach out through help.liveoutlaw.com, and we'll make it right. We outlaws have to stick together, and we've always got your back!

15. Can I modify my shipping address after placing an order?

Absolutely! If you need to change your shipping address, please reach out to us as soon as possible at help.liveoutlaw.com. We'll do our best to catch it before it ships out. We want to make sure your order gets to the right place!

16. Do you offer gift wrapping or gift messages?

Unfortunately, we don't offer gift wrapping or gift messages at this time. But we're always looking for ways to improve, so stay tuned for future updates! We may be outlaws, but we’re always thinking of new ways to delight you.

17. How can I contact customer service?

The best way to reach us is through help.liveoutlaw.com. We’re here to help with any questions or concerns. The Outlaws always have your back!

18. Do you have a loyalty program?

We sure do! It's called the Outlaw Gold program. Create an account and log in here to check your points and see how close you are to your next reward. The more you shop, the more you earn. Happy adventuring, partner!

19. How do I create an account on your website?

Creating an account is easy! Just head over to this link https://liveoutlaw.com/account and follow the simple steps. Once you’re set up, you’ll be ready to track orders, earn rewards, and more. Welcome to the Outlaw family!

20. What are the benefits of creating an account?

Creating an account with us comes with some awesome perks! You can track your orders, manage your subscriptions, and earn rewards through our Outlaw Gold program. These rewards include discounts and access to exclusive Outlaw-only merch. Plus, you'll be the first to know about new products and special offers. It’s all about making your Outlaw experience even better!

21. How can I reset my password?

No worries if you’ve forgotten your password! Just head over to this link https://liveoutlaw.com/account/login?error=login_required#recover and follow the instructions to reset it. You'll be back in your account in no time, ready to enjoy all the benefits of being an Outlaw!

22. Can I save items to a wishlist?

Not at this time, but that’s a great idea! We’re always looking for ways to improve, so stay tuned for future updates. In the meantime, keep exploring and discovering your next favorite Outlaw products!

23. How do I subscribe to your newsletter?

Subscribing to our newsletter is easy and will keep you in the loop on all our latest arrivals and special offers! Just head over to this link https://liveoutlaw.com/pages/get-us-in-your-inbox and sign up. Join the Outlaw family and never miss out on the adventure!

24. What do I do if my order is missing an item?

Oh no, that’s not good! If your order is missing an item, please reach out to us at our help center at help.liveoutlaw.com. We’ll make it right because we Outlaws have to stick together!

25. Are your products available in physical stores?

Yes, they are! You can find our products in various physical stores. Use our handy store locator here to find the nearest one. If you know of a store that you'd like to carry Outlaw, check out our guide here. Spread the Outlaw love!

26. How can I leave a review for a product?

We hope it's a great one! 😃 You can either check your inbox for a review request or go directly to the product page and leave your review there. If you're dissatisfied with anything you ordered, please give us a chance to make it right. We Outlaws always have your back!

27. Do you offer bulk purchase discounts?

We sure do! If you're looking to buy for your company, holiday gifts, wedding gifts, or any other occasion that requires an abundance of Outlaw products, you can either reach out to Customer Service directly at help.liveoutlaw.com or apply for a wholesale account here. We're a small company, so it might take us a little bit to respond to all wholesale inquiries, but we promise it’s worth the wait!

28. What is your policy on privacy and security?

At Outlaw, we take your privacy and security seriously. If you'd like to know more about how we handle personal data, please visit our Privacy Policy. We Outlaws always have your back!

29. How do I know if a product is in stock?

If you can add it to your cart, it's in stock! Sometimes, we offer pre-orders for those sought-after goodies that are on the way. Keep an eye out—our products fly off the shelves faster than a jackrabbit on a hot day! So, if you see something you love, snag it before it's gone!

30. What if a product is out of stock? How can I know when it will be in stock?

If a product is out of stock, it could be coming soon, truly out of stock, discontinued, or there's been a hiccup in our inventory system (it happens!). Fill out the "want this, let us know" form, and we’ll get a notification that you're interested. If it comes back in stock, you'll be the first to know. We’ve got you covered like a cowboy in a rainstorm!

31. Do you offer virtual consultations or support?

We’re happy to support our private label customers with some marketing video meetings. While we don't offer consultations right now, we might in the future! If you're interested, please submit a request through help.liveoutlaw.com. Who knows? Your request might just spark our next big offering!

32. How can I learn more about your new arrivals and special offers?

Stay in the loop on our latest arrivals and special offers by subscribing to our newsletter here. You'll get the freshest updates straight to your inbox, plus some exclusive perks that only our newsletter subscribers enjoy. Join the Outlaw family and never miss out!

33. How do you decide what products to make?

Our approach to product development is a blend of leadership and community input—think of it as a dictatorship with democratic flair! Our CEO, Danielle Vincent, stays tuned in to social media trends, and Shantel, our Customer Satisfaction Manager, keeps an eye on feedback from help.liveoutlaw.com. Together, they ensure we create products that you'll love. Your voice matters, so keep the ideas coming!

34. How do I order custom scents?

Our scent discovery tool is really cool and LITERALLY RIGHT HERE! Just type "I want to make a scent" and we'll guide you through the scent discovery builder. It's a fun and easy way to create your perfect custom scent. Dive in and start crafting your unique aroma today!

35. Why don't you ship cologne internationally?

Postal regulations prohibit shipping alcohol via air mail, so colognes have to go by boat. Since we're not yet large enough to have our own shipping fleet and haven’t partnered with any pirates (though we’re open to chat if you know any), we haven’t figured out another way to do it. We appreciate your understanding!

36. How can I choose the right scent for me?

Finding your perfect scent is easy and fun! You can pick one of our pre-built sample sets here. Want to mix and match different kinds of colognes? Check it out here. Or, you can pick individual scent notes and mix them on your person here. Plus, we have a satisfaction guarantee! If you don't like a scent, we'll replace it. If you don't like the replacement, we'll issue a refund. Explore and discover the scent that suits you best!

37. What if I don’t like the scent I ordered?

No worries! If you don't like a scent, we'll replace it. If you don't like the replacement, we'll issue a refund. We're all about helping you explore and discover the scent that suits you best. Your satisfaction is guaranteed!

38. Can I sample a scent before purchasing?

We don't offer free samples, but you can still try out our amazing scents! Check out our pre-built sample sets here, mix and match colognes here, or pick individual scent notes to mix on your person here. Find your perfect match with confidence!

39. How long do your scents last?

The longevity of our scents varies from person to person, influenced by individual skin chemistry. Your unique skin type, natural oils, and body temperature all play a role. Those who run hotter may find the scent evaporates more quickly, while cooler skin types might experience a slower release. Environmental factors like humidity and activity level also affect scent duration. Additionally, the concentration of fragrance in the product determines its staying power—higher concentrations tend to last longer. Try our scents and see how they harmonize with your unique chemistry!

40. Are your scents unisex?

We prefer the term "gender ambiguous" because no one is "unisex." Our scents are made for everyone! Some are bolder, like leather, campfire, and whiskey, while others are more traditional, like laundry, fresh-cut grass, and orange. No matter your preference, all of our scents are designed to be enjoyed by all people. So, find the one that speaks to you and embrace your unique scent journey!

41. How are your scents created?

In the ancient and mystical lands of Outlaw, where the scent of adventure lingers in the air, Danielle, the wise and fearless CEO, and Russ, the bold and sturdy COO, embarked on legendary quests to craft each unique fragrance. Their journey began in the verdant meadows of Aromathor, where the morning dew glistened like diamonds, and the air was filled with the whispers of fragrant blooms. Guided by the ancient maps of the Perfumagi, they ventured forth into the heart of the Smellwood, a forest so dense and ancient that its trees held the secrets of time itself.

For every individual scent, Danielle and Russ undertook a specific quest to a unique realm. When creating the bold scent of leather, they journeyed to the rugged peaks of Leathoria, where the winds carry the rich aroma of well-worn saddles and ancient hide. In the shadow of the great Leather Mountain, they battled scent wraiths and befriended the elusive leather dragons, who guarded the ancient Aroma Gems that held the essence of leather.

For the warm and comforting scent of campfire, their path led them to the Emberwood Forest, where the trees are eternally ablaze with a magical fire that never burns out. Here, under the guidance of the Emberwood Elves, they learned the secrets of capturing the smoky warmth of a perfect campfire. They faced trials of flame and shadow, earning the trust of the fire spirits who revealed the hidden Aroma Stones needed for their creation.

In search of the invigorating scent of fresh-cut grass, Danielle and Russ traveled to the verdant fields of Grasilia, where the grass sings with the voices of ancient nature spirits. Under the watchful eyes of the Grass Guardians, they gathered the sacred Blades of Aroma, special grasses that emit the purest fragrance. Their journey through Grasilia was a test of patience and harmony, as they learned to attune themselves to the rhythms of nature.

The quest for the crisp scent of laundry took them to the lofty peaks of Laundria, where the air is filled with the scent of fresh linens and alpine breezes. In this high realm, they faced the trials of the Wind Weavers, mastering the art of blending airy freshness with the comforting notes of home. The Wind Weavers bestowed upon them the Breeze Crystals, magical elements that held the key to capturing the essence of laundry.

Each realm offered its unique challenges and rewards, from the whiskey-scented halls of Barrelgard, where ancient casks whispered tales of bold spirits, to the sun-drenched orchards of Citrusvale, where the oranges gleamed with a radiant glow. In Barrelgard, Danielle and Russ braved the trials of the Barrel Spirits, who tested their resolve and rewarded them with the Essence Casks, containing the spirit of the finest whiskey. In Citrusvale, they danced with the Citrus Sprites, whose joyful essence infused the aroma of fresh oranges.

In the Fragrance Forges, where the very air crackled with the energy of creation, Danielle and Russ combined the Aroma Gems, the wisdom of the Perfumagi, and their own indomitable spirits to craft scents of unparalleled power and beauty. Each bottle of Outlaw’s fragrances captures the magic and mystery of these epic journeys, bringing the legend of their adventures to you.

Thus, with every spray, you are transported to the realms of Aromathor, Leathoria, Emberwood, Grasilia, Laundria, Barrelgard, and Citrusvale, joining Danielle and Russ in their timeless quests. Experience the legend, embrace the magic, and become part of the tale that is written in the very air you breathe.

In other words, that’s a trade secret.

42. Can I customize the strength of a scent?

Yes, you can! For our colognes, you have control over the strength. With solid colognes, carry them with you to reapply throughout the day for a subtle touch. For liquid cologne, apply multiple spritzes to achieve your desired intensity. However, we strongly suggest against over-cologning—you don't want to be "that guy with all the cologne." We believe scent should be a personal experience for the wearer and those closest to them. Our scents are designed to create an impression, not an impact.

43. What should I do if I’m sensitive to certain fragrances?

If you're buy-curious but have sensitivities, give our scents a try! If they don't work out, you can always try something different or get a refund. We want you to find the perfect scent that suits you, and we're here to help you every step of the way. Your satisfaction is our priority!

44. How do I provide feedback about a scent?

We'd love to hear your feedback! You can either leave a review or contact us directly at help.liveoutlaw.com. If you don't like the scent, we hope you'll give us an opportunity to make it right. Your thoughts help us keep improving, so please share your experience!

45. How do I know if others will like the scent I choose as a gift?

Giving scent gifts is always a bit tricky. If they don't like it, you can share your order number with them, and they can write to us without knowing the value of the product. Alternatively, you could give them a gift card and let them pick for themselves—find gift cards here. You also can't go wrong with a sample set, available here. Happy gifting!

46. Do you have discount codes? Do you offer discounts?

Yes, we do! When you sign up for our email list on the website, you’ll receive a discount code for 20% off your first order (look for the window that says “Get 20% Off”). We also have a super generous loyalty program once you become a customer, so don’t forget to create an account and start earning rewards!

47. I am a vendor, supplier, agency, someone selling something and I’d like you as a customer. Who should I contact to sell stuff?

We appreciate your interest, but we aren’t looking for new suppliers or agencies at this time. Thanks for thinking of us, and we wish you the best of luck!

48. I want a product that is out of stock. When will it be back?

For products that are discontinued, there’s still hope! Sometimes we bring things back for a limited engagement if enough people sign up for in-stock notifications. If a product is coming back, we’ll usually offer a pre-order option for items we know we’re restocking. So, keep an eye out and make sure to sign up for those notifications—you might just see your favorite return!

49. Is your website accessible to all customers? I have special accessibility requirements. Can I place an order?

We’ve made every effort to ensure our website is accessible to all customers. However, if you encounter any issues with placing an order, we’re always happy to help! You can reach out to us at help.liveoutlaw.com or email us at howdy@liveoutlaw.com, and we’ll make sure you have everything you need to complete your purchase.

50. I want to report a site bug, error, misspelling, or incorrect information.

Thank you so much for caring enough to reach out! Please submit it through help.liveoutlaw.com or email us at howdy@liveoutlaw.com. We’re a small company and not always perfect, so it’s incredibly helpful when you let us know. We truly appreciate it!