Who This Page Is For
This page covers three different situations. Jump to whichever matches yours:
| Your Situation | Where To Go |
|---|---|
| You received an order over 30 days ago and just noticed a missing or incorrect part | Section 02 — Missing Or Incorrect Parts |
| You have a warranty issue with a product (e.g. defect, malfunction) | Section 03 — Standard Warranties |
| You purchased the Off Road Tents Warranty Extension and need to file a claim | Section 06 — Filing An Extension Claim |
For orders under 30 days old with damage or missing parts, see our Shipping & Returns page instead — that’s the faster path during the initial window.
Missing Or Incorrect Parts (Orders 30+ Days Old)
If you opened a box from an older order and realized a part is missing or wrong — we’ll help. The process just takes a bit longer because we have to trace what happened.
What To Send Us
Email info@offroadtents.com with:
- Your order number, name, and shipping address
- The exact item ordered
- A clear description of what’s missing or incorrect
- Photos of all items you received, showing the SKU or part number on each (these are listed in your product manual)
What Happens Next
- We investigate to determine whether the carrier lost a box or whether the parts weren’t included originally.
- We ship the replacement part as soon as we’ve confirmed what happened.
- This typically takes around 10 business days end-to-end. Simple cases close in 3 business days; lost-box investigations take longer.
Orders older than 30 days aren’t eligible for full returns or damage claims — that window is on our Shipping & Returns page. But missing parts? We’ve got a very high success rate fixing them. Reach out and we’ll do our best.
Standard Manufacturer Warranties
At Off Road Tents, we adhere to the warranty policy of each individual manufacturer. Warranty terms vary by product and brand — some are 1 year, some are 3 years, some are lifetime. If you want the exact warranty terms for a specific product before or after buying, email us at info@offroadtents.com and we’ll send them over.
How Warranty Resolution Works
Off Road Tents and the manufacturer reserve the right to repair or replace any defects during the warranty period, at the manufacturer’s discretion. Depending on the situation, the resolution may be:
- A replacement part shipped directly to you (most common for parts you can install yourself)
- A local repair coordinated through an authorized service center near you, when one is available
- Return to the manufacturer’s facility for inspection — in this case, the owner is responsible for the freight cost and liability to and from the facility
Any repair done by a local shop must be approved in writing by the manufacturer before work begins.
What’s Not Covered
Warranties don’t apply in the following situations:
- Items modified or changed after leaving the manufacturer or Off Road Tents
- Installation damage — if you or a hired installer damages the product during install, that’s not covered by the manufacturer or by us
- Products used for commercial purposes
- Normal wear and tear: fading or discoloration of fabric, wood, plastic, or fiberglass; tarnishing of aluminum or stainless; powder coat wear; tears, punctures, soiling, mildew; condensation effects; corrosive atmospheres causing rust or oxidation
- Minor imperfections that don’t affect the product’s suitability for its intended use
- Routine maintenance: inspections, lubricating, tightening of fasteners or lug nuts, cleaning, or damage from skipping maintenance outlined in the owner’s manual
- Wheel alignment, axle adjustment, or damage from improper loading or road hazards (including off-road travel and tire failures)
- Onsite service costs, transportation, or repairs requested at a location other than an authorized dealership
- Tires and batteries — these are covered by their own component manufacturers’ warranties through their dealer networks
- Acts of nature, lightning, mishandling, neglect, abuse, or misuse
Even if your item is out of warranty, reach out. We carry spare parts and can often advise on where to get something repaired locally. We won’t leave you stuck — we just need clear details on what’s going on.
How To Get Warranty Service
If a substantial defect in materials or workmanship is found in a warranted part, here’s the process to get it repaired or replaced:
- Step 1 — Notify Us Promptly. Email info@offroadtents.com as soon as you spot the issue. Notification must be within the manufacturer’s warranty timeframe, and no later than 1 year after purchase.
- Step 2 — Include the right info. Order number, name, shipping address, the affected item, and a clear description of the problem. Send clear photos from multiple angles so we can assess quickly.
- Step 3 — Follow our instructions. We’ll determine if there’s an authorized service center within reasonable distance of you. If there isn’t, you may be asked to get two written repair estimates from a local repair shop, RV dealer, or RV service station.
- Step 4 — Schedule the repair. If repair is the path, schedule an appointment and promptly take the product to the approved service center.
Replacement parts ship out, repairs get scheduled, or the item gets reviewed — depending on what the manufacturer’s warranty specifies. Most cases resolve within a 10-business-day window from the time we have all the info we need.
Off Road Tents Warranty Extension
The Warranty Extension is a paid add-on that extends the manufacturer’s original warranty by 1 or 3 additional years. It covers your product under the exact same terms the original warranty covers — same features, same exclusions, just for a longer period.
How It Works
- It mirrors the exact original warranty. If the original covers a hinge, the Extension covers a hinge. If the original excludes wear and tear, the Extension excludes wear and tear too.
- Duration starts on the original warranty’s start date, not when you purchase the Extension. (Example: original warranty is 1 year, you buy a 3-year Extension — total coverage is 3 years from the original start date.)
- The Extension must be purchased during the original warranty period.
- Coverage applies only to items purchased and used in the United States. Items used outside the U.S. aren’t eligible.
What The Extension Does Not Cover
- Wear-and-tear parts: LED light life, batteries, and normal use wear (scratches on a rack base, fabric discoloration from sun exposure)
- Accidental damage or misuse (a tear from a branch, fabric damage from forcing it, drops, impacts)
- Anything excluded by the original warranty — the Extension doesn’t expand what’s covered, it only extends the time
Not sure exactly what the original warranty on your product covers? Email us before buying the Extension — we’ll send you the full terms so you know exactly what you’re extending.
Filing A Warranty Extension Claim
Email info@offroadtents.com with the details below. We review claims in 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 product and the damage from multiple angles
- A short statement describing what happened
- If applicable, a repair estimate or salvage value
Resolution Options
We follow the exact procedure your original manufacturer warranty specifies. Depending on the case, that means a repair, a replacement part, a full replacement product, or a reimbursement. Approved refunds are issued to the credit card used for the original order.
Filing Window
You must file within the active period of your Extension. Once the Extension expires, claims can no longer be processed.
Keep the damaged product (and original packaging if you still have it) until the claim is fully resolved. Failure to hold the damaged property until closure will result in the claim being denied.
Full Exclusions & Fine Print
Most customers won’t need this section — but if you want the complete list of excluded events that apply to warranty coverage, it’s all here.
View Full Excluded Events List
Excluded Events & Causes
Coverage does not apply to loss or damage caused by:
Changes in temperature or humidity — environmental swings affecting the product
Clean-up costs resulting from a covered event
Confiscation or destruction under customs regulations, or seizure by any government or public authority
Delay by the carrier or any third party
Dishonesty or infidelity by anyone associated with the insured
Failure to follow carrier or government regulations or shipping requirements
Hostile or warlike action in times of both peace and war
Illegal contraband or illegal transportation of trade
Inherent vice — a quality in property that causes it to deteriorate, damage, or destroy itself
Latent defects — hidden defects in the item or workmanship not discoverable through general inspection
Loss of market — changes in market value
Nuclear exclusion — any loss caused by nuclear reaction, radiation, or radioactive contamination
Other deterioration — gradual degradation not caused by a single covered event
Overt acts by the insured, an associate in interest, or the insured’s employees, whether occurring during work hours or otherwise
Remote or consequential loss, whether or not arising out of a peril insured against
Fraud — delivering the product to someone who obtains or attempts to obtain it by trick, false pretense, or other fraudulent scheme
Not Sure Which Path Fits Your Situation?
Send us a quick message describing what’s going on and we’ll point you in the right direction. We’ll respond within one business day. Hours: Mon–Fri, Business Hours.
