ShipTection Shipping Protection – Off Road Tents

FAQS About ShipTection Shipping Protection

Off Road Tents is proud to partner with Shiptection, one of the leaders in package protection olutions. The moment you select ShipTection at checkout, you will protect your order against damage, loss* and theft”. If by any chance your order is damaged, broken, lost or stolen upon arrival, you can file a claim directly with us at Off Road Tents, simply by emailing claims@offroadtents.com.

There are procedures to be followed, and conditions to be met, for your order to be replaced or to receive a partial or full refund.

In case of damages:

  • Within 7 business days of receiving your order, you must file the claim. Failing to file the claim within the first 7 business days will impede you to receive any replacement or compensation. It MUST be filed within 7 business days from the day the order was delivered.
  • Proceed to send good quality pictures of the damaged box or item from different angles
  • In case it shipped LTL, a picture of the signed receipt that clearly states you received the order damaged. Please DO NOT accept damaged deliveries and state on the receipt you are REFUSING due to damages. If you accept it, please make sure to note the damages on the receipt
  • Send us your name, order number, date of purchase and address of delivery
  • Please allow us 7 more business days for us and ShipTection to: inspect the claim, approve it and offer a solution: replacement, partial or full refund.

 

In case of Loss or Theft:

  • *Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 10 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
  • *Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 10 days and within 30 days from the last checkpoint.
  • “To claim for a stolen package, 5 business days must have gone by, the delivery status must be “delivered”, and we will require a police report. Please send us a copy of the police report. Without a police report, we cannot proceed.
  • Please allow us 7 more business days for us and ShipTection to: inspect the claim, approve it and offer a solution.

 

What is ShipTection?

ShipTection is  premium package protection for your online orders. When you add the service at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise.

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

Where is my order?

You will receive several emails from Off Road Tents with a tracking number and information to track your package. You can always contact us at: 844-200-3979 to get assistance or email us at info@offroadtents.com requesting information.

 

What if my order never arrives or is stolen?

To protect your order against loss or theft, add ShipTection package protection at checkout. 

When you add ShipTection you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 7 business days. 

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

 

What if my order is damaged?

To protect your order against damage that occurred during shipping, add ShipTection package protection at checkout. When you add ShipTection at checkout, you can easily file claims for lost, stolen or damaged packages in the unfortunate case that they arise. When you file a claim, it will be reviewed for approval for a reorder or refund within 7 business days.

In case of damages:

  • Within 7 business days of receiving your order, you must file the claim. Failing to file the claim within the first 7 business days will impede you to receive any replacement or compensation. It MUST be filed within 7 business days from the day the order was delivered.
  • Proceed to send good quality pictures of the damaged box or item from different angles
  • In case it shipped LTL, a picture of the signed receipt that clearly states you received the order damaged. Please DO NOT accept damaged deliveries and state on the receipt you are REFUSING due to damages. If you accept it, please make sure to note the damages on the receipt
  • Send us your name, order number, date of purchase and address of delivery
  • Please allow us 7 more business days for us and ShipTection to: inspect the claim, approve it and offer a solution: replacement, partial or full refund.

 

If your order has defects or you suspect it was damaged during manufacturing, please reach out to us at claims@offroadtents.com and we will be happy to work with you to remedy the situation.

How do I file a claim for my lost, stolen or damaged order?

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

 

Does ShipTection cover stolen items?

Yes! When you insure your orders with ShipTection stolen items are eligible for reorders or refunds.

In case of Loss or Theft:

  • *Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises.
  • *Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days and within 30 days from the last checkpoint.
  • “To claim for a stolen package, 7 business days must have gone by, the delivery status must be “delivered”, and we will require a police report. Please send us a copy of the police report. Without a police report, we cannot proceed.
  • Please allow us 7 more business days for us and ShipTection to: inspect the claim, approve it and offer a solution.

 

Other Important Terms: 

Excluded Events / Perils

Loss, damage, or non-arrival of any parcel or the contents of said parcel which is:

  1. a) Addressed, wrapped, or packed insufficiently, incorrectly or contrary to the packaging requirements of the carrier being used by the Insured.
  2. b) Bears a descriptive label or packaging describing the nature of the parcel’s contents.
  3. c) Contains personal goods1 shipped to accommodate an employer, employee, or individual.
  4. d) Shipped using the only the original manufacturers box.

1 Shipping goods not related to business that are personal to the employee or employer.

Loss or Damage caused by:

Changes in Temperature or Humidity
Clean Up Costs
Confiscation or Destruction under Customs Regulations
Confiscation by any government or public authority
Delay
Dishonesty
Failure to follow carrier or government regulation(s) or requirements
Hostile or Warlike Action ( during peace and war)
Illegal contraband
Illegal Transportation of Trade
Infidelity  
Inherent Vice10
Latent Defect11
Loss of Market 
Nuclear Exclusion
Other Deterioration 
Over Acts by Insured, Associate in Interest, or Insured’s Employees, whether occurring during hours of employment or otherwise 
Remote or Consequential Loss (Arising or not arising out of peril insured against 

Delivering the product to someone who obtains or attempts to obtain it by trick, false pretense, or other fraudulent schemes


Coverage Conditions

Against loss or damage caused by or arising out of; a) hostile or warlike action in times of both peace and war, including action hindering, combating, or defending against an actual impending or expected attack; b) any weapon of combat employing atomic fission/fusion or any other radioactive force in times of both war and peace; c) insurrection, rebellion, revolution, civil war, usurped power, or action taken by government authority in hindering, combating or defending against such an occurrence, seizure or destruction under quarantine or customs regulations, confiscation by order of any government or public authority or risks of contraband or illegal transportation of trade. Nuclear Exclusion. Notwithstanding anything herein to the contrary, it is hereby understood and agreed that this policy shall not apply to any loss, damage, or expense due to or resulting from, whether directly or indirectly, nuclear reaction, radiation, or radioactive contamination, no matter what its cause. It is warranted by the Insured that all parcels under this coverage will be shipped in accordance with all regulations of the carrier and amendments thereof.

The deductible, if any, shall be deducted from the amount of the claim or liability limit, whichever is less, on a “per parcel” basis and borne by the Insured. The Insured is responsible for (and entitled to) collecting any amount for which the carrier may be liable.

The Insured must wait 7 days for domestic, 30 days for international shipments, to file for non-delivery claims. If damaged, the Insured may file a notice of damage with Off Road Tents immediately. Failure to file within the 7 business days after the packages was delivered, will impede the Insured to claim for anything. Concealed Damage must be reported within 14 business days. All claims must be filed within 30 days of shipment to be honored. The Insured will submit a completed claim form, copy of the original invoice to the Consignee, original invoice from the shipper, whichever is applicable, a signed and dated statement from the consignee / receiving party, proof of damage if applicable and any additional documentation requested to substantiate the loss. Coverage does not include handling fees and insurance fees. All damaged property for which payment (not repair costs), or replacement costs have been made, must, on request, be returned to the Underwriters. Failure to hold the damaged property until the claim is fully resolved will result in the claim's being denied. 

Any covered loss will be promptly paid to the Insured or their assignee after notice of loss or damage and the required documentation has been received and accepted by Underwriters in accordance with all terms and conditions of this coverage, unless property is replaced, at the option of the Underwriters, with like kind, function, and quality.

Upon payment for loss or damage, the Underwriters shall be subrogated to all the rights of the Insured including whatever money may be recoverable. This payment excludes applicable deductible amounts corresponding to the claim settlement on account of said loss or damage from the carrier, or any of the carrier’s employees or agents, or from any other person or corporation whatsoever. The Insured specifically covenants and agrees to aid the company in all manners possible to aid in securing reimbursement of said loss or damage. In the event the carrier admits to fraudulent activity from the carrier’s employees, the Insured will take action against the carrier and not hold Off Road Tents responsible for claims associated with said activity.

No suit, action or proceedings for the recovery of any claim under this coverage shall be sustainable in any court of law or entity unless the respective action is commenced within twelve (12) months after discovery by the Insured of the issue giving rise to the claim, provided however, that said time limitation is invalid. In that case any such claim shall be void.

The Insured or the Underwriters may terminate any users from this policy coverage at any time by giving fifteen (15) days written notice thereof, provided that such termination does not impact a shipment already in transit. Mailed or emailed notice of cancellation sent to the Insured at the last known address shall be deemed sufficient compliance with the conditions of this clause on the part of the Underwriters.

ShipTection  - Fraud Policy

By purchasing ShipTection through Off Road Tents, you certify that all information provided is accurate and truthful. Any fraudulent claim will make the shipper and/or consignee liable for prosecution for mail fraud under federal crime code.

Filling Time Frames
For Damaged Packages Time to File: Can Be Filed Immediately and no more than 7 business days from date of delivery
Lost Shipments: Wait 10 Days Domestic; 30 Days International Shipment

Stolen Shipments: 5 business days must have gone by, the delivery status must be “delivered”, and we will require a police report

 

Required Documents:

  • Proof of Value (Sales/Purchase Invoice)
  • Recipient Statement of Non-Receipt or Damage
  • (If Applicable) Pictures of Damage, repair estimate, or salvage value
  • Failure to hold damaged property until claim is resolved will result in the claim being denied. This includes KEEPING THE ORIGINAL PACKAGE in which the item came in.
  • (If Applicable) Copy of a police report after 5 business days since the delivery status of the carrier is “delivered”.

 

Claim Processing Info

Filing:  
Online: www.offroadents.com 
Email: claims@offroadtents.com 

Review: 5 - 7 Business Days, add additional 3 business days if documents are requested 
Payment : Will be made to the Insured account or credit card holder 
Claims Phone: 844-200-3979
Hours: Monday - Friday, 9:00am - 5:00pm CST