Why We Offer Shipping Protection
Shipping carriers handle thousands of packages every day, and occasionally one gets mishandled. We make sure to avoid any possible damages by packing every order properly — but once a package leaves our hands, what happens in transit isn’t fully in our control.
That’s why we created our own Shipping Protection. For a small extra at checkout, your order is covered against damage or loss while in transit — and if something goes wrong, we handle it.
What Is The Shipping Protection Service?
Off Road Tents’ Shipping Protection is a premium package protection for your online orders. When you add it at checkout, you can easily file a claim if your package is lost, stolen, or damaged while in transit.
Coverage applies to the parcel and its contents against damage or loss from any external cause while in transit to or from premises utilized by the insured, while in the care, custody, or control of the carriers. We’ll cover the invoice value of the lost, destroyed, or damaged property. If there’s no invoice, coverage is the Actual Cash Value (replacement cost less depreciation).
What’s Covered
Shipping Protection covers items that are damaged or lost in transit. If your claim is approved, we’ll offer either a replacement or a reimbursement depending on the nature and extent of the damage.
| Scenario | Coverage Status |
|---|---|
| Package damaged in transit | Covered Replacement or refund |
| Package lost in transit | Covered Replacement or refund after waiting period |
| Concealed damage discovered after opening | Covered Must report within 14 business days |
| Stolen after successful delivery | Not covered — coverage ends once carrier delivers |
How To File A Claim
Email us at info@offroadtents.com with the details below. We’ll review and respond within 5–7 business days (add 3 more if we need to request additional documents).
What To Include
- Your order number and the name on the order
- Screenshot or photo of your order confirmation (proof of value)
- Clear photos of the damaged package from multiple angles
- If it shipped LTL freight, a photo of the signed delivery receipt noting damage
- If applicable, a police report filed at least 5 days after delivery
- A short statement describing what happened
Keep the original damaged package until your claim is fully resolved. Failure to hold the damaged property until the claim is closed will result in the claim being denied.
Where Your Refund Goes
Approved payouts are issued to the credit card used for the original order.
Filing Time Frames
Different situations have different windows. Here’s what you need to know:
| Situation | Time Frame |
|---|---|
| Damaged shipment | File immediately upon receipt |
| Concealed damage (found after opening) | Report within 14 business days |
| Lost shipment — domestic | Wait 10 days from shipment, then file |
| Lost shipment — international | Wait 30 days from shipment, then file |
| Maximum time to file any claim | 30 days from date of shipment |
| Maximum time to submit additional documentation | 1 year from date of shipment |
What’s Not Covered
Excluded Commodities
The following items are not insurable under Shipping Protection:
Jewelry is the exception — it’s covered even though it may contain precious metals.
Excluded Events & Causes
Coverage doesn’t apply to loss or damage caused by any of the following:
- Improper packaging — if the parcel was packed against carrier requirements, or shipped only in the original manufacturer’s box without proper outer packaging
- Personal goods shipped to or by an employer/employee (not business-related)
- Labels that describe the contents in a way that invites theft
- Temperature or humidity changes, inherent vice, latent defects, or other deterioration
- Delay by the carrier, loss of market, or remote/consequential losses
- Theft after successful delivery by the carrier
- Customs confiscation or seizure by government/public authority
- Fraud by anyone associated with the insured, or product delivered to someone using trick or false pretense
- War, hostile or warlike action (peace or wartime), insurrection, rebellion, civil war, or nuclear events
- Clean-up costs resulting from a covered event
Refunds & Returns Of The Protection Fee
If your item arrived in perfect condition and you decide to return it because you don’t want, like, or need it, the Shipping Protection fee is not refundable. The coverage was already in effect during transit, so the service was fulfilled successfully.
Fraud Policy & Full Terms
Fraud Policy
By purchasing Shipping Protection, you certify that all information provided is accurate and truthful. Any fraudulent claim may make the shipper and/or recipient liable for prosecution for mail fraud under federal law.
Full Policy Terms
The complete coverage language, conditions, and legal terms are below. Most customers won’t need to read this — but it’s here in full if you ever need it.
View Full Policy Terms
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, 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.
Claim Filing & Documentation
The Insured must wait 20 days for domestic and 30 days for international shipments to file non-delivery claims. If damaged, the Insured may file a notice of damage with Off Road Tents immediately. Concealed damage 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, a copy of the original invoice to the consignee or the original invoice from the shipper (whichever is applicable), a signed and dated statement from the consignee or receiving party, proof of damage if applicable, and any additional documentation requested to substantiate the loss. Coverage does not include handling fees or 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 being denied.
The Insured has one (1) year from the date of shipment to furnish any required or additional documentation. Failure to provide it within that window will result in the claim 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.
Subrogation & Legal Action
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. The Insured agrees to aid the company in all manners possible to secure 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 unless the respective action is commenced within twelve (12) months after discovery by the Insured of the issue giving rise to the claim. After that period, any such claim shall be void.
Termination
The Insured or the Underwriters may terminate any users from this policy coverage at any time by giving fifteen (15) days written notice, 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.
Definitions
Bulk Shipments — Items shipped without packaging in large quantities loaded directly into a box or transport container.
Cash-in-Transit — Banknotes, coins, credit cards.
Concealed Damage — Damage that could not have been determined at the time of delivery and is discovered by the consignee after opening. Example: no visible damage to the outer packaging, but damage discovered once opened.
Consignee — The recipient of the goods being shipped.
Fine Art — One-of-a-kind paintings, sculptures, drawings.
Inherent Vice — A quality in property that causes it to deteriorate, damage, or destroy itself.
Latent Defect — Hidden defect in item and/or workmanship that may cause failure or malfunction not discoverable through general inspection.
Memory Devices — Solid state hard drives, hard disk drives, computer memory, SD cards.
Negotiable Papers — Checks, promissory notes, bills of exchange.
Precious Stones — Loose diamonds, ruby, sapphire, emeralds, not mounted or fixed in jewelry items.
Precious Metals — Valuable metals such as gold, silver, platinum, and palladium. Exclusion does not apply to jewelry.
Something Arrive Damaged Or Missing?
Email us with your order number and clear photos and we’ll get the process started. Most claims are reviewed within 5–7 business days. Hours: Mon–Fri, Business Hours.
