Shipping
Most orders ship from our warehouse or directly from the manufacturer, Monday through Friday (excluding holidays). Once a tracking number is issued, your order is considered shipped. Tracking can take up to 72 hours to start updating — that’s normal.
Shipping Costs & Lead Times
- Shipping fees vary by product. Certain oversized items have fixed freight rates shown at checkout.
- Some products are made to order and can take up to 32 weeks to produce. We’ll confirm the lead time with you before processing.
- Large or oversized items ship via LTL freight and require a scheduled delivery appointment.
Typical Delivery Windows
Once your order has shipped, here’s roughly what to expect:
| Shipping Method | Typical Transit Time |
|---|---|
| Ground or air (most accessories & small items) | 2–5 business days |
| LTL freight (rooftop tents, trailers, drawer kits, cargo carriers, oversized racks) | 3–6 business days |
For LTL freight orders, the carrier will call you to schedule a delivery window or pickup appointment. You’ll need to sign for the shipment — accepting or refusing it at the time of delivery.
For LTL freight orders, the carrier will call you to schedule a delivery window. Make sure the phone number on your order is one you actually answer — missed calls slow everything down.
Receiving Your Shipment
What you do in the first few minutes after a delivery shows up matters — especially for freight items. Here’s how to protect yourself:
Inspect Before You Sign
- Look the package over carefully before signing the delivery receipt.
- If anything is visibly damaged, refuse the delivery and note the damage on the carrier’s receipt.
- Take photos immediately, from multiple angles, of both the package and any visible damage.
What Counts As Refusable Damage
Not every scuff or scrape is a reason to refuse a shipment. Boxes get handled a lot in transit, and minor cosmetic wear on outer packaging is normal — the gear inside is almost always fine. Here’s the difference:
Some freight drivers will try to talk you into signing for a damaged shipment so they can move on. You’re allowed to take your time inspecting before you sign. If you spot considerable damage, refuse it — note the refusal on the carrier’s receipt and call us at (844) 200-3979. The carrier will return it and we’ll process a fresh shipment.
If You Already Accepted A Damaged Shipment
It happens — sometimes damage isn’t obvious until you start unpacking. Contact us as soon as you notice it at info@offroadtents.com with clear photos. We’ll walk you through the next steps.
If You Miss A Scheduled Delivery
If you won’t be available for a scheduled freight delivery, contact us and we’ll work with the carrier to reschedule. If three delivery attempts have been made and the shipment can’t be successfully delivered, you may be charged return shipping plus a restocking fee.
Shipping Protection (added at checkout) covers your order against damage and loss while in transit — including concealed damage discovered after opening. See how it works →
Returns
Return Window & Condition
- 60 days from the original shipment date. No exceptions after 60 days.
- Items must be unused, uninstalled, and in original packaging. Any wear, damage, or missing packaging voids eligibility.
How To Start A Return
Email info@offroadtents.com with clear photos of the item and the original packaging. Once we approve the return, we’ll send you a Return Authorization (RMA) with shipping instructions.
What You’ll Pay
- Customers cover all return shipping costs unless the item was defective or shipped incorrectly.
- Shipping fees, Shipping Protection, and original delivery costs are non-refundable.
Restocking Fees
Restocking fees apply to all non-defective returns. The exact rate depends on the condition the item comes back in and whether it needs any repair or repackaging.
| Return Condition | Typical Restocking Fee |
|---|---|
| Unused, original packaging, perfect condition | 15–20% |
| Light wear or minor packaging damage | 20–25% |
| Needs repair, repackaging, or significant cleanup | Higher, case by case |
Refunds
Refunds are issued only after the item arrives back and passes inspection. If the returned condition doesn’t match what was approved, we’ll issue a partial refund at our discretion and let you know why.
Defective Or Incorrect Items
Got the wrong item, or the right item that’s defective? We’ll make it right — but a few things help us move faster:
- Send photos and proof of purchase when you contact us.
- The manufacturer or our team may first offer a repair or replacement part before authorizing a full return — this is usually the fastest path.
- Keep all packaging until the issue is fully resolved.
- Don’t return the item directly to the manufacturer without checking with us first — we have to authorize it.
Order Cancellations
| Order Status | Cancellation Policy |
|---|---|
| Standard order, not yet shipped | Free cancellation within 24 hours of placing the order |
| Special order (custom-made or >3 week lead time) | 5% cancellation fee after 72 hours of placing the order |
| Order already shipped | Treated as a return — customer pays return shipping plus any restocking fees |
If you need to cancel, the fastest way is to email info@offroadtents.com with your order number. The sooner you reach out, the more options we usually have.
Need More Help?
Every order is different, and every situation is different. If anything on this page is unclear — or if your situation isn’t covered — just reach out. A real person will get back to you within one business day.
Got Something To Return Or A Delivery Issue?
Drop us a message with your order number and clear photos — we’ll walk you through the process and have an answer back within one business day. Hours: Mon–Fri, Business Hours.
