Shipping and Returns

Returns

There is a 60 day return window. After the item has been delivered, you have 60 days to return it.

Please read at the bottom of this section, the exception on returns.

To be eligible for a return, your item must be unused, unassembled, and in the same condition that you received it, brand new. It must be in the original packaging. If the product was installed, it is not applicable for returns. Also, no returns are applicable if there is any ordinary wear and tear or damage caused by improper use or accidents.  You will also have to pay for the shipping of the return back to warehouse, unless it comes with a defect.

There is no restocking fee, HOWEVER, if you wish to return an item for any reason other than clear damages, warranty or defects, you will have to pay the shipping cost for returning it.

Also, if the item returned is not new, in unused condition (the same as you received it), and in the original packaging, Off Road Tents will charge you fees based on the cost of repackaging or fixing the item.

Exceptions on restocking fees can be found in the section below.

If 60 days have gone by since the shipping date, unfortunately we can't offer you a return, refund or exchange.

Remember, to be eligible for a return, your item must be be unused and in the same condition you received it, and no more than 60 days should have gone by since it shipped.

If the order has already shipped and the customer still wants to cancel it, there will be a fee for the cost of shipping the item back to the warehouse it shipped from. Restocking fees may apply.

 

Restocking Fees:

There are no restocking fees at Off Road Tents for returned items, except for some specific products.

Off Road Tents only charges restocking fees of 20% on the following items:

- All RSI Smartcaps and all RSI products

- All iKamper products

- All rock sliders from any brand

- Kakadu roof top tents

- Tuwa products

- Gaia Campers 

All other items or brands have NO RESTOCKING FEE.

 

Is my order eligible for a return?

No more than 60 days must have gone by since it shipped.

Item must be in the original package, brand new, unused, without any wear and tear.

We will need pictures of the item (if it was taken out of the box), or of the box/package to make sure it's brand new. You will send them to info@offroadtents.com.

After we saw and approved the pictures, we will send you an RMA number (return merchant authorization number), you will write this number ON THE RETURN LABEL. Not the package, the LABEL.

We will give you an address where to return it.

You will cover the shipping cost back to the warehouse.

There are no restocking fees. Free returns, except for RSI products, iKamper products, rock sliders from any brand, Kakadu roof top tents and Tuwa products.

We advice you to send us the tracking label to info@offroadtents.com, as well as insuring your shipment in case it gets lost. If the carrier loses or damages the shipment, we will not be able to refund you.

After we receive it, we will inspect it. If it's in perfect condition, new, unused, and the box/package is in a good condition, we will proceed with a refund.

Once your item is received and inspected, we will send you an email to notify you that we have received your returned item and let you know whether your refund was approved or rejected.

If you paid for shipping fees to have the item shipped from us to you, those shipping costs will NOT be refunded, only the price of the item.

If your refund is approved, it will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note that it may take up to 10 days for the refund to appear in your bank account.

 

Return due to manufacturing defect:

If your item has a manufacturing defect in its materials or workmanship, or we ent the wrong item by mistake, you can proceed to claim your refund or an exchange (continue reading below). 

Off Road Tents and the manufacturers reserve the right to first fix, attempt to fix, and/or offer a replacement part, before taking back an item and refunding it, depending on the type/size/magnitude of the damage/defect.

To claim a return for defects:
  • You must provide digital images showing conclusive proof of the defect
  • You must submit proof of date of original purchase
  • Returns are not applicable if there is damage resulting from accident, misuse, abuse, tampering, unreasonable use or normal wear and tear

If you get sent an incorrect item by mistake, contact us, we will proceed with options and solutions, with the most common one being sending you a free return label to send it back, and shipping the new correct item. Please, since the incorrect item might be returned, do a much as you can to collaborate and keep the original box, or repack the item in the original box, it makes it easier for us to send the return label.

Both Off Road Tents and the manufacturer reserve the right to send you a return label to send it back and send you the correct item, or even offer you to keep it if you want and an agreement is reached.

If you decide that after your purchase of one of our products you want a return, for any other reason than quality and craftsmanship, there is a 20% restocking fee, and you will have to cover the shipping costs for returning the item.

Please do not send your purchase back to the manufacturer, but proceed to contacting Off Road Tents first, and then follow the steps mentioned above to apply for a return.

 

Partial Refunds For Returned Items:

There are certain situations where only partial refunds are granted (if applicable)

  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error or manufacturing defects
  • Any item returned which arrives damaged due to the carrier, will also be only refunded partially. It's the customer's responsibility to make sure the item returned arrives in perfect condition.
  • If you paid a shipping fee to have the item sent from us to you, it will not be refunded. Shipping fees are non-refundable.

At Off Road Tents we have the right to only refund partially the customer's order, if the item returned is not in a perfect condition, and it wasn't returned due to warranty issues. We inspect each package carefully and make sure they can be sold again. Therefore, if not in perfect condition, an additional fee can be charged to repair it, other than the 20% restocking fee.

Brands not accepting returns (all orders are final):

  • Gobi
  • CBI

Order Cancellations:

Order Cancellations - You can cancel your order free of charge, unless it has shipped.

If it has shipped and you want to return it, we will have to charge you the cost of shipping it back to the warehouse it shipped from. We will provide an invoice as evidence. However, there is no cancellation fee for the order itself. After the order is cancelled, you will get an email confirming the cancellation, and you will have your money back in your account from 1 to 10 business days (depending on your bank).

We advice you to look through your email, even the spam folder, for any emails we might have sent you with the tracking information, before you decide to cancel. We also encourage you to take a good look at the lead times (if any) on the item you ordered, before you place any order that you might then decide to cancel. This is an industry where items are bulky, heavy and sometimes made on order, therefore lead times are common and it's a reality we have to accept!

Now, we do have special orders, which are those for items made on order, or for items with a very long lead time which require a special back order. For those orders, Off Road Tents charges a 3.75% cancellation fee. Once again, this is ONLY on special orders made on demand or with an extended lead time of over 4 weeks. 

Don't worry, we contact you to let you know the order is a special order and we make sure to get your consent before moving forward with it. We get your consent and understanding it's a special order made on demand, or with a lead time, before we proceed. Once the lead time is accepted, if you cancel after 72 hours of accepting the lead time, we will have to charge a 3.75% cancellation fee.

If ANY order has already shipped and the customer still wants to cancel it, there will be a fee for the cost of shipping the item back to the warehouse it shipped from. Invoices for shipping costs can be provided to the customer if necessary.

Restocking fees may apply on items made on order. If the order is from CBI or Gobi it cannot be returned or cancelled once it has shipped.

If you don't see your tracking updated, please contact us between our working hours, and one of our agents will be able to clear your doubts. You can also call the carrier's phone number on their website, they can also locate your package with the tracking number we provided.

Some of our products are made on order and have lead times that go from 4 to 32 weeks until they are delivered once the order is placed. Please read VERY carefully the product description, as well as the lead time email we send you, or ask our team, we will be happy to clarify any doubt regarding the lead time to receive your product.

If the case is you order a product with a lead time of 4 to 32 weeks, we will ask for your written confirmation and consent to proceed with the order. If you change your mind and decide to cancel after 72 hours (3 days) of placing the order, we will charge a 3.75% cancellation fee.

*If you agree on a lead time for an order that takes over 20 weeks, please be advised prices can change. More specifically for items such as RSI Smartcaps. Given lead times are long, there can be price changes due to rising material costs, or even logistics costs. We always place a pre-order, but the manufacturer can also charge more to us. Therefore, we try to avoid charging you more, but sometimes we must. We will let you know in advance, so you are aware, and decide if you want to cancel for free, or accept the increase and have the product shipped to you.

If you order a Gobi rack, the cancellation fee will be of $550. ALL Gobi racks are made on order, which means order are generally final. Lead times can be long up to 32 weeks, and there might be delays of 1-8 weeks on their orders (rare, but it has happened). Therefore, after placing the order, if you decide to cancel after 48 hours from placing it, the cancellation fee is of $550.

For all other orders made on order or with a long lead time you have accepted via email, if you accept a lead time of "x" amount of weeks (it will be a written approval we need), and the lead time is extended more than the "x" amount of time you agreed, then you can cancel without a cancellation fee. However, if you decide to cancel before the lead time agreed is met, we will charge a 3.75% cancellation fee.

 

Refunds (if applicable):

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund, which depends on the evaluation made by Off Road Tents and the manufacturer, regarding any defects or damages.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a 3 to 10 business days.

Shipping costs from Off Road Tents to the customer will not be refunded.

Off Road Tents and the manufacturers reserve the right to first fix, attempt to fix, and/or offer a replacement part, before taking back an item and refunding it, depending on the type/size/magnitude of the damage/defect.

Late or missing refunds (if applicable):

If you haven’t received a refund yet, first check your bank or payment provider again. Then contact your credit card company or payment provider, it may take some time before your refund is officially posted. 

Next contact your bank or payment provider. There is often some processing time before a refund is posted. 

Usually it can take between3 to 5 business days to see the money reflected back in your account.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@offroadtents.com.


Sale items (if applicable):

Only regular priced items may be refunded, unfortunately sale items cannot be refunded. That applies for coupons too.


Exchanges (if applicable):

We only replace items if they are defective or damaged. If you need to exchange it for the same item but a different color or feature, send us an email at support@offroadtents.com and we will get back at you to tell you to which address you must ship the product back to. However, shipping costs will apply, and a restocking fee may apply.

You (customer) will pay for the shipping back to the warehouse, as well as the new shipping from the warehouse to you.

In order to get an exchange, the product must be brand new, unused, and in the original packaging.

Exchanges also apply for restocking fees.

Products must be brand new, in the original box, to apply for an exchange.

 

Warranty Policies:

At Off Road Tents we strictly adhere to the different warranty policies from each manufacturer. 

The warranties can vary from different time frames, depending on the product and the manufacturer or brand. If you have a question about the warranty policy or the warranty of the product you are about to purchase, or have already purchased, please send us an email to: claims@offroadtents.com

Furthermore, we adhere to the warranty policies stated by each manufacturer. We are extremely strict in following their guidelines. If you need help, we will advice, help and assist in placing the claim for you, or help you in the process.

It's important to understand that according to the different guidelines, Off Road Tents and the manufacturer reserve their right to repair or replace, at the manufacturer's discretion, any defects during the warranty period.  In the event that the tent or item must be returned to the manufacturer's facility for inspection, the owner must assume the cost and liability of freight. In some cases, Off Road Tents or the manufacturer may choose to source a local repair shop in the city where the customer is located, however, only if the repair shop will guarantee the repair. All repairs done by a local repair shop must be approved in writing by the manufacturer before any repairs are completed. In other cases, Off Road Tents or the manufacturer may choose to ship a replacement part or parts to the customer, who is seen as capable of installing.

EXCLUSIONS:

(1) The warranty does not apply to items added or changed or modified after the product left the possession of the manufacturer or Off Road Tents.

Please keep in mind, if you order any item from offroadtents.com, you are seen as Off Road Tents as a capable person to handle and install the item you purchase.

If you damage your item or a person you hire damages your item during installation, Off Road Tents nor the manufacturer of the product are liable to cover the damages with warranty.

If you hire a professional to say replace your water heater, it's on the installer to make good on any warranty issues arising from the installation, that includes damages. It's not on Off Road Tents or the manufacturer to cover with a warranty damages arising from neglection during the installation process. Remember, if you purchase an item you are seen as capable of installing it without damaging it.

(2) Any product used for commercial purposes.

(3) Normal wear and usage, such as fading or discoloration of soft goods (upholstery, screens, cushions, mattresses), fading or discoloration of wood, plastic, or fiberglass components, tarnishing of aluminum or stainless steel surfaces, powder coated surfaces, tears, punctures, soiling, mildew, effects of moisture condensation inside the vehicle, or mishandling, neglect, abuse, misuse, lightning or other acts of nature, or corrosive atmospheres which can result in rusting, oxidation or pitting.

(4) Minor imperfections, which do not affect the suitability of the vehicle for its intended use.

(5) Normal and routine maintenance such as inspections, lubricating, adjustments, tightening of screws, tightening of lug nuts, scaling, cleaning, or damages arising from the failure to have maintenance performed or improper storage as outlined in the owner's manual and/or the component manuals.

(6) Wheel alignment or adjustments to axles when caused by improper maintenance, loading or damage from road hazards, including off road travel, wheel damage or balancing, or damage resulting from tire failures.

(7) Costs incurred for onsite service, transportation of the product to a customer or costs incurred as the result of the consumers request to have repairs performed at a location other than an authorized dealership.

(8) Tires or batteries, that are supported by other established dealer networks and warranty repair locations. The written warranty that is provided by component manufacturers is a direct responsibility of that manufacturer.

HOW TO OBTAIN WARRANTY SERVICE:

In the event that a substantial defect in materials or workmanship is found to exist in parts warranted by the manufacturer, Off Road Tents or the manufacturer will bear the cost of the repair or replacement of such defective materials or workmanship, provided that the owner:

(A) Notifies Off Road Tents of the defect in a timely manner (following the time frame of each particular brand, and no more than 1 year after purchasing the item) at claims@offroadtents.com

(B) Follows instructions from Off Road Tents on how to get approved repairs or replacements. (Off Road Tents will determine if there is an authorized service center within reasonable distance of the owner. If there is not an authorized service center near the owner, the owner will be required to get two written estimates, from any local repair shop, RV dealer or RV service station, for the required repairs).

(C) Schedules an appointment and promptly takes the product to the authorized service center.

 

Shipping:

Shipping costs vary depending on the product or brand. For example, we charge a flat rate shipping fee on iKamper roof top tents of $100. Whilst on other products, shipping fees might change. 

Here are the shipping fees:

iKamper Roof Top Tents (only tents):

  • Lower 48: $100
  • Alaska, Puerto Rico & Hawaii: $800

Guana Equipment Roof Top Tents (only tents):

  • Lower 48: $50
  • Alaska, Puerto Rico & Hawaii: $800

Thule Tepui Roof Top Tents (only tents):

  • Lower 48: $50
  • Alaska, Puerto Rico & Hawaii: $800

Front Runner Roof Top Tents (only tents):

  • Lower 48: $300
  • Alaska, Puerto Rico & Hawaii: $900

BadAss Roof Top Tents (only tents):

  • Lower 48: $375
  • Alaska, Puerto Rico & Hawaii: $1000

Roost Roof Top Tents (only tents):

  • Lower 48: $460
  • Alaska, Puerto Rico & Hawaii: $1100

CBI Bed Racks, Rock Sliders & Bumpers:

  • Please check zone at checkout

CBI Covert Bumper:

  • Lower 48: $105
  • Alaska: $575
  • Hawaii: $875

CBI Bed Bars:

  • Lower 48: $50
  • Alaska & Hawaii: $295

BadAss Roof Racks:

  • Lower 48: $70
  • Alaska, Puerto Rico & Hawaii: $300

    BajaRack Roof Racks:

    • Please check zone at checkout

    BajaRack Crossbars:

    • Lower 48: $50
    • Alaska, Puerto Rico & Hawaii: $190

    RCI Rock Sliders 4Runner & FJ Cruiser:

    • Please check zone at checkout

    RCI Rock Sliders Tundra:

    • Lower 48: $300
    • Alaska, Puerto Rico & Hawaii: $1,000

    RCI Rock Sliders Tacoma:

    • Please check zone at checkout

    Roof Top Cargo Carriers:

    • Lower 48: $75
    • Alaska, Puerto Rico & Hawaii: $450

    Front Runner Drawer Systems: 

    • West Coast USA: $275
    • Rest of Lower 48: $350
    • Alaska, Puerto Rico & Hawaii: $850
    Front Runner Cargo Slides:
    • Lower 48: $50
    • Alaska, Puerto Rico & Hawaii: $230

    Sherpa Equipment Racks:

    • Lower 48: FREE
    • Alaska, Puerto Rico & Hawaii: $650

    ALL OTHER ITEMS:

    • Lower 48 orders above $300: Free Shipping
    • Lower 48 orders below $300: $30 Flat Rate
    • Alaska, Puerto Rico & Hawaii orders belo $4,000*: $850 flat rate
    • Alaska, Puerto Rico & Hawaii orders above $4,001*: $1000 flat rate

    *Conditions may apply, as we may have to get a quote and adjust the shipping fee. You can also ask us for a quote and we will help you get the lowest one!

    Our Shipping times go from 3 to 180 days, depending on the product and brand, a some take longer to ship. If such is the case, we will contact you, let you know and offer a possibility or a solution.

    An order is considered shipped the moment we send you an email with the tracking number. Please bear in mind, carrier websites might take up to 72 hours to update the tracking information, but if the tracking email is sent, is because the item has been picked up by the carrier.

    If you don't see your tracking updated, please contact us between our working hours, and one of our agents will be able to clear your doubts. You can also call the carrier's phone number on their website, they can also locate your package with the tracking number we provided.

    Please see below for estimated shipping time for each manufacturer.

    • ALP: Shipping takes approximately 5-7 business days after placing order.
    • ARB: Shipping takes approximately 5-7 business days after placing order.
    • Alu-Box: Shipping takes approximately 5-7 business days after placing order.
    • Aluminess: Shipping takes approximately 12-14 business days after placing the order.
    • BadAss Tents: Shipping takes approximately 10-12 business days after placing the order.
    • BajaDesigns: Shipping takes approximately 8-10 business days after placing the order.
    • BajaRack: Shipping takes approximately 12-14 business days after placing the order.
    • BAK: Shipping takes approximately 8-10 business days after placing the order.
    • Bedslide: Shipping takes approximately 8-10 business days after placing the order.
    • Bundutec: Shipping takes approximately 8-12 business days from placing the order.
    • Cali Raised LED: Shipping takes approximately from 2 to 5 weeks after placing the order, depending on the item.
    • CBI: Products are made on order, so shipping can take from 2 to 16 weeks from placing the order.
    • Decked: Shipping takes approximately 12-14 business from placing the order.
    • Dometic: Shipping takes approximately 8 to 10 business days.
    • Eezi-Awn:** Shipping takes approximately 6-8 business days.
    • Free Spirit Recreation*: Shipping takes approximately 8-10 business days from placing the order.
    • Front Runner: Shipping takes approximately 5-7 business days after placing the order
    • Gobi Racks: Products made on order, so shipping can take from 4 to even 32 weeks after placing the order.
    • Guana Equipment: Shipping takes approximately 4-7 business days after placing the order.
    • iKamper: Shipping takes approximately 14 business days to reach your house. 
    • KC Hilites: Shipping takes approximately 8 to 10 business days after placing the order.
    • Leitner Designs: Shipping takes approximately 8 to 10 business days from placing the order.
    • National Luna: Shipping takes approximately 8-10 business days after placing the order.
    • Overland Gear Guy: Shipping takes approximately 6-8 business days from placing the order.
    • Overland Vehicle Systems (OVS): Shipping takes approximately 6-8 business days from placing the order.
    • Prinsu: Shipping takes approximately 2 weeks from placing the order.
    • Putco: Shipping takes approximately 8-10 business days after placing the order.
    • Rapid Switch System: Shipping can take from 10-12 business days from placing the order.
    • RCI: Most products are assembled on order, so shipping can take from 2 to 6 weeks after placing the order.
    • Retrax: Shipping can take from 10-12 business days from placing the order.
    • Rigid: Shipping can take from 8-10 business days from placing the order.
    • Rhino-Rack: Shipping can take from 8 to 10 business days from placing the order.
    • RSI: Shipping can take from 10-12 business days from placing the order. However, many are on backorder from 4 to 28 weeks.
    • Roost USA: Shipping takes approximately 14 business days from placing the order.
    • SeeDevil: Shipping can take from 10-12 business days from placing the order.
    • Sherpa Equipment: Shipment can take from 8 to 12 business days after placing the order.
    • Smittybilt: Shipping takes approximately 5-7 business days from placing the order.
    • Road Shower: Shipping takes approximately 4-6 business days after placing the order
    • Tentbox: Shipping takes approximately 21 business days after placing the order
    • Tentsile: Shipping takes approximately 5-7 business days after placing the order
    • Tepui: Shipping takes approximately 8-10 business days from placing the order.
    • TJM: Shipping takes approximately 8-10 business days from placing the order.
    • Truma: Shipping can take from 8-10 business days from placing the order.
    • Tuff Stuff: Shipping takes approximately 8-10 business days from placing the order.
    • Vorsheer: Shipping can take from 8 to 12 weeks after placing the order (made on order).

    * PLEASE NOTE: All Free Spirit Recreation products are shipped for Free to your nearest FedEx location. For FSR products, an additional fee is available to have them shipped to your house.

    **PLEASE NOTE: All Eezi-Awn orders are shipped for free to either your nearest Freight Depot or a Comemercial/Business address. For Residential, an additional fee is available. The HARDSHELL tents by Eezi-Awn (Stealth, Dart, Blade) CANNOT be delivered to Residential addresses, and are only shipped free if the Commercial/Business address has a loading dock and a forklift. Without a forklift there is an additional fee. These hardshells can still be delivered free to a freight depot.

    For customized orders, shipping times may vary and we don't have the exact shipping times.

    To return your product, please read the section named "Returns" above.

    Receiving Your Order:

    At Off Road Tents we make sure that each order is shipped in the proper condition for transportation according to applicable regulations of the U.S. Department of Transportation and/or international agencies.

    However, different packages or orders may ship under different types of transportations, resulting in different lead times.

    If you purchased a roof top tent, a trailer, a drawer kit, a cargo carrier or an oversized rack (K9 roof racks, Gobi, CBI) IT WILL SHIP WITH AN LTL CARRIER. That means it ships freight.

    Please allow from 3 to 6 business days before you receive any of these items. A driver or someone from the carrier will call you to schedule an appointment for a delivery or for you to pick it up. You must sing off the package to accept ir or refuse it.

    All other packages ship either ground or air. Please allow from 2 to 5 business days to receive them, depending on where you are located.

    If you ordered a roof top tent, a bed cap or any other larger items shipping ground LTL freight, please be advised that we pay extra for the carriers to book a delivery appointment as well as calling you in advance to schedule the delivery.

    However, there have been cases of carriers failing to call customers. Unfortunately, even if we pay extra, this is a reality we have faced (although just a few times), so we prefer giving you a heads up.

    The moment we send you a tracking number it means that more than likely the item is on its way to you. We cannot control the delivery any longer, and since the item is out of our hands and in the carriers’ hands, they control it. Therefore, it’s important, as well as your responsibility, to pay attention at the tracking number we send you as well as the delivery status the tracking number will provide. Play close attention to the status, keep track of where the order is and when it’s supposed to arrive. 

    In some cases, you can even call the carrier and schedule your own delivery appointment. We cannot do that for you.

    We will do our best to keep you updated, emailing your o calling you if we can to give you a status, but remember to also do it yourself, since it’s your responsibility. 

    If they just leave the item at your doorstep without you signing for it, proceed to inspect in the same way as what is explained in the section below called “How To Handle Your Order”. If it’s damaged, proceed with the steps mentioned in the same section: don’t open the package, take pictures, etc. The only thing that changes is you cannot refuse it or instruct the damages in the delivery man’s receipt, but we will still help you out with the claim and process.

    Finally, most cases the carrier will call, we pay them to do so, but this is just a heads up, so you are ready!

     

    When Customer Isn't There To Sign Off Delivery:

    In case you (customer) are not there to sign off your delivery, we will give you 48 hours (in which we'll try to contact you). If in 48 hours you cannot set up a time and date for the item to be delivered and sign it off, then you (customer) will be held accountable for paying for the shipment cost back to the warehouse, as well as a 20% restocking fee. 

     

    How To Handle Your Order

    At Off Road Tents we make sure that each order is shipped in the proper condition for transportation according to applicable regulations of the U.S. Department of Transportation and/or international agencies.

    However, different packages or orders may ship under different types of transportations, resulting in different lead times.

    If you purchased a roof top tent, a trailer, a drawer kit, a cargo carrier or an oversized rack (K9 roof racks, Gobi, CBI) IT WILL SHIP WITH AN LTL CARRIER. That means it ships freight.

    Please allow from 3 to 6 business days before you receive any of these items. A driver or someone from the carrier will call you to schedule an appointment for a delivery or for you to pick it up. You must sing off the package to accept ir or refuse it.

    All other packages ship either ground or air. Please allow from 2 to 5 business days to receive them, depending on where you are located.

     

    Before You Accept Your Package

    PLEASE READ THIS

    Please inspect your package for damage prior to signing for it. Off Road Tents takes pride in its products and packaging. Every item that we ship out is properly classified, packaged, marked and labeled. Also each package is in the proper condition for transportation according to applicable regulations of the U.S. Department of Transportation and/or international agencies.

    If a package shipped ground it'll be dropped off at your front door. If you can see the box IS damaged, please contact us immediately at: info@offroadtents.com or call us at 844-200-3979. We will need pictures of the box. Don't open it, don't install or use the item. Send images, we will proceed with solving the issue.

    If you ordered a roof top tent, a trailer, a drawer kit, a cargo carrier or an oversized rack, then you will need to sign off the item, or refuse it before you can have it.

    Once your order is signed for at the delivery point, the package becomes your property and thus, our liability ends as far as shipping damage is concerned.

    Help protect yourself from loss or damage, or an uncomfortably painful claims process by:

    1. Before Signing for your order, inspect the box or boxes for freight loss or damage. Red flags are BIG punctures or any sign of forklift damage (see images 1 & 2 below).

    damaged tent
    Images 1 showing clear signs of damages that should be refused.

    2. If any of the product(s) appear to be damaged or crushed do not accept delivery. Make sure the damages are CONSIDERABLE, and noticeable. 

    Small tears to the boxes can happen and might not compromise the tent or package, meaning you can accept small tears that don't show clear damage, and are a simple result of being moved around by a few people and trucks.

    SEE IMAGE 2 BELOW, it's a small tear that CAN BE ACCEPTED.

    small tear

    Image 2 shows a small tear on the side of a box. This is not considerable damage.

    Big tears, dents or signs of clear mistreating the packages shouldn't be accepted (Refer to Images 1 above for reference). Take pictures of the damages from all possible angles. Then, REFUSE the shipment, note the refusal for damages in the document the driver will give you and it will be sent back for processing.

    3. It is extremely important that you inspect the box and item for damage BEFORE you sign to receive it. Please take photos of the box on the pallet exactly as it arrives. Please note, the driver will not help with damage inspection. IF you see clear and noticeable damage to your item, please take pictures of the damage and REFUSE the delivery. That way the carrier will send it back and we'll process a new shipment for you.

    4. Get a copy or take a picture of the signed delivery receipt that shows the freight loss or damage notation. BE REMINDED, drivers will try to bully you into accepting a delivery, but if the item is clearly damaged, REFUSE IT.

    5. Drivers and carriers might try to re-deliver the same exact item the next day, if they do, REFUSE it once again, and follow the same procedure.

    6. If you have any doubt, questions or anything, contact Off Road Tents immediately at 1.844.200.3979 or info@offroadtents.com. Even when you have the item right there in front of you, make the driver wait and call us, we will ask you for pictures of the item, and we will help you inspect it and determine if it should be refused or not.

    If you accept a damaged delivery, and/or there is freight loss and/or the damage is not noted at the time of delivery, Off Road Tents cannot be held liable for any replacement costs related to the shipment. Protect yourself from this by examining before you sign.

     

    Shipping Protection With Off Road Tents Shipping Protection:

    Off Road Tents is proud to announce we offer you a package shipping protection, so that if carriers cause any trouble, you are insured. Select it at checkout and your order will be protected from damage, loss, or theft*.

    *TERMS AND CONDITIONS APPLY. Read the terms and conditions of the service HERE.

    Purchased ShipTection and need to file a claim? Write us an email at: claims@offroadtents.com

    Have more questions about ShipTection, click HERE to see the FAQS.