Off Road Tents Shipping Protection

FAQS About Off Road Tents Shipping Protection

Unfortunately, nowadays shipping carriers and companies aren't always treating the packages how we would like, and how you deserve. These shipping companies handle thousands of packages each day, and sometimes they can mistreat one or two. It happens. And when that happens, it's a bummer for you, and can also reflect bad upon us, even though we make sure all packages are properly packed and prepared for shipment.

We make sure we avoid as much as possible any damages, and we are normally effective. However, we decided to create our own Shipping Protection Service. Essentially, you can pay a small extra amount to buy a the Shipping Protection service or coverage, and if the item is damaged during shipping by the carrier, we help you cover it.

What is the Shipping Protection Service?

Off Road Tent's shipping protection service is a premium package protection for your online orders. When you add the service at checkout, you can easily file claims for packages lost or damaged while in transit in the unfortunate case that they arise.

Coverage

This coverage insures the parcel and its contents against damage or loss from any external cause while in transit to, or from, premises utilized by the insured and in care,  custody, or control of the carriers. Underwriters shall be liable for the invoice value of the  property lost, destroyed, or damaged. If there is no invoice, Underwriters shall be liable for  the Actual Cash Value (ACV) which is replacement cost less depreciation.

 

How do I file a claim?

You can file a claim directly with us, by writing an email to: claims@offroadtents.com

You must add:

Order Number
Order Name
Screenshot or picture of order confirmation
Pictures of damaged package
File a maximum of 30 days after item was delivered
Keep the original (damaged package) until the claim process is finalized
If applicable, police report of at least 5 days after item was delivered

Read a more in depth explanation in the section called required documents.

Will I receive a replacement or reimbursement if my claim is approved?

You can select to receive a replacement or be reimbursed for your purchase.

What are the filing time frames?

Time to File: 30 Days from Date of Shipment

Lost Shipments: Wait 20 Days Domestic; 30 Days International Shipment

Damaged Shipments: Can Be Filed Immediately

What is covered?

Shipping protection covers items that are damaged or lost in transit.
You can read the full list of items that aren’t covered by scrolling to the section below.

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:

  • 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. 
  • Send us your name, order number, date of purchase and address of delivery
  • Please allow us 7 more business days for us to: inspect the claim, approve it and offer a solution: replacement, partial or full refund.

    Required Documents To File A Claim:

    • Order Number
    • Order Name
    • Proof of Value (Sales/Purchase Invoice/Order Confirmation)
    • 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 at least 5 business days since the delivery status of the carrier is “delivered”.

    Claim Processing Info:

    Filing:  
    Online: https://offroadtents.com/pages/contact-us
    Email: claims@offroatents.com

    Review: 5 - 7 Business Days, add additional 3 business days if documents are requested 
    Payment : Will be made to the credit card with which the order was made
    Claims Phone: (44) 200 39679
    Hours: Monday - Friday, 9:00am - 5:00pm PST 

      

    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 goods 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
    • Robbery of product after successful delivery by carrier
    • 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 20 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. Concealed Damage12 must be reported within 14 business days. All claims must be filed within 90 days of shipment to be honored. The Insured will submit a completed Off Road Tents claim form, copy of the original invoice to the Consignee13 / 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. 

    The Insured will have one (1) year from the date of the shipment to furnish any required and/or additional documentation requested by Off Road Tents in order for the Insured to substantiate said claim. Should the Insured fail to provide the required and/or additional documentation within one (1) year from the ship date, the Insured’s claim will be 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 InsureShip 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.

    Off Road Tents Shipping Protection - Fraud Policy

    By purchasing Off Road Tents Shipping Protection, 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.

    Items Not Covered By Insurance

    Televisions are not insurable unless endorsed. 

    Complete Excluded-Commodities List:
    Bulk Products1
    Cotton2
    Cash-in-Transit3
    Computer Chips
    Cigarettes
    Eggs
    Fine Art4
    Flowers
    Fresh Foods
    Live Animals
    Memory Devices5
    Negotiable Papers6
    Precious Stones7
    Precious Metals8
    Species
    Televisions
    Merchandise shipped in consignment, memorandum, or approval unless shipped in fulfillment of an order or request. 

    Definitions

    1. (Bulk Shipments) Items shipped without packaging in large quantities loaded directly into a box or a transports container.
    2. (Cotton) Cotton in its raw/unprocessed form.
    3. (Cash-in-Transit) Banknotes, coins, credit cards.
    4. (Fine Art) One-of-a-Kind paintings, sculptures, drawings.
    5. (Memory Devices) Solid State Hard Drives, Hard Disk Drives, Computer Memory, SD Cards.
    6. (Negotiable Papers) Checks, Promissory Notes, Bills of Exchange.
    7. (Precious Stones) Loose diamonds, ruby, sapphire, emeralds, not mounted or fixed in jewelry items.
    8. (Precious Metals) Valuable metals such as gold, silver, platinum and palladium.
    Exclusion doesn’t apply to jewelry.
    9. (OFAC) Office of Foreign Asset Control: https://www.treasury.gov/resource-center/sanctions/Programs/Pages/Programs.aspx
    10. (Inherent Vice) A quality in property that causes it to deteriorate, damage or destroy itself.
    11. (Latent Defect) Hidden defect in item and/or workmanship that may cause failure or malfunction which is not discoverable through general inspection.
    12. (Concealed Damage) Damage that could not have been determined at the time of delivery is discovered by the consignee. Example: If there is no visible damage to the outer packaging, but damage is discovered once opened.
    13. (Consignee) the recipient of the goods being shipped. 

    Questions?

    Email: 
    claims@offroadtents.com
    Phone: 844-200-3979
    Hours: Monday - Friday, 9:00am - 5:00pm CST