Guana Equipment Wanaka 55" Roof Top Tent Setup With XL Annex

Frequently Asked Questions

At Off Road Tents we have the goal to make sure you are as satisfied as you can with your order. We understand we are in an industry where products can be technical, where the items you purchase can be a big investment, and often lead times can be long. Therefore, here's an FAQ page with important information that hopefully will answer all your questions.

Still, if you can't find what you're looking for in here, send us an email at: info@offroadtents.com or even better, call us at: 844-200-3979.

For the sake of making it all easier, we'll break this down into sections (click to jump to each section):

• Shipping
• Returns
• Damaged orders
• Financing & Payment Options
• Product Technical Questions

Let's begin with the first of these topics.

Shipping FAQs:

- Does Off Road Tents offer Free Shipping?

We do, but ONLY in some products above $300, and NOT for all brands or all items. Most of the products in our store ship free, if they are above $300. However, there are some cases with items such as trailers, rock sliders and a few tents where we will charge a flat fee.

All orders below $300 ship free!

To look at the shipping fees, CLICK HERE and scroll down to the "Shipping" section.

- Am I able to expedite my order with express or next day shipping?

Depends on the item. If it's an item that ships freight (such as a roof top tent), that's a no. We cannot.

If it's a smaller item, even a roof rack, we might be able, but please keep in mind the rates might be a bit high. Anyways, we'll get you the best quote, but you do need to ask us first.

This expedited shipping applies only to the transit time from the warehouse to the point of delivery. Expedited shipping may also be impacted by stock levels and what warehouse the shipment originates. 

Make sure you email us to: info@offroadtents.com in case you need to expedite an order!

- Does Off Road Tents ship outside of the United States?

No we normally don't. We can ship to Puerto Rico, for an increased rate. We are also happy to ship to any warehouse in the country, but you will then have to take care o the shipment to your country.

For Canadian customers, we regularly ship to the nearest freight center to the border, so you can drive down, pick your order ad then drive back up saving in shipping costs as well as duty and custom fees.

We can ship to Canada, but it's an expensive thing to do. Shipping rates are higher, plus customs and duty fees are a bit expensive. Email us so we can get you a quote and offer you the best option for you!

- Will Off Road Tents ship to AK, HI or Puerto Rico?

Yes we do. We charge a much higher fee though. Why? Simple, it's very expensive to ship there, sometimes it costs us even over $1000. Shipping fees will vary, please check them at checkout or in the Shipping page.

If you have a carrier or some company you know, please email us, send us the information and we will gladly change the shipping fee to charge you as little as we can!

On other items such as racks, smaller accessories, we charge different shipping fees, but still, it'll be an additional cost, which might be expensive.

- Does Off Road Tents ship to PO Boxes or Military APO/FPO addresses?

At the moment, we don't ship to PO boxes, nor do we ship to Military APO/FPO addresses.

- What mail carriers does Off Road Tents use?

We use different carriers. When it comes to ground shipping or air, we use mostly UPS, FedEx and even USPS. When it comes to freight, we'll also use other carriers such as SAIA, ABF, Pilot Freight and such.

- When can I expect to receive my order?

We generally start processing your order the same day we receive it. It then takes us from 2 to 4 business days to get it out the door (please be patient as some of these items are big and bulky and require special boxing and shipment). 

After that, lead times can vary depending on your location and where it ships from.

For a more detailed view of lead times, view our full Shipping & Returns Policy.

Also, if the order has a lead time, we will contact you to let you know when exactly you can expect to receive it.

- Why might my items be shipped using truck freight?

Great question. Well, items such as roof top tents, off-road trailers and even some platform racks are way too big to ship on traditional delivery trucks. That means, the ground shipping UPS or FedEx trucks you see around, they're not really able to carry a roof top tent.

Plus, the items are way too heavy to ship by air.

Therefore, some items, especially tents and trailers, will ship truck freight.

Some of them, such as trailers, can only be shipped to a freight center given hoe big they are, and you will have to go pick them up there.

If you have any questions about how your order will ship, email us at: info@offroadtents.com.

- Will I need to sign for my order?

In some cases yes. If the order ships freight you will need to sign for it.

The truck driver will call you 48 to 24 hours ahead of the delivery date, to schedule a drop-off time. You will then need to be there to sign the package off, NOT BEFORE INSPECTING IT.

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. 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.

The moment we send you a tracking number it means that more than likely the item is on its way to you.

Please, if you have doubts on what to look for, take a look at How To Handle Your Order. It'll let you know in detail how to inspect a package before signing it off.

Other items that ship air or ground, will not require your signature, and will be left at your door.

Items that require signature:

- How can I get shipping insurance with my order?

We already insure your shipments for free. That's an additional service we offer. However, when we do so, if an items is damaged or lost, we need to go through the standard procedure of placing a claim, which can take up to 90 days to be resolved. Generally, they're solved before that, but it can take some time.

Also, our insurance will not cover you, if you sign off the package and accept it, only to later find the box is damaged.

Therefore, to fully cover your shipment from any damage, or if it's lost or stolen DURING shipping, you can purchase Off Road Tents Shipping Protection. Be advised, stolen items after delivered (for example when left at your doorstep), are not covered by the insurance.

Shipping Protection is an additional service we offer, which you can purchase with your order and further protect it. We recommend you to do so, for the peace of mind, especially as they can refund you fully within 7 days in case an item is lost or stolen. So, although not necessary, we recommend it.

For more information on Off Road Tents Shipping Protection, click HERE

- Can I change my orders shipping designation after I placed my order?

After you placed your order, yes. After it shipped, no.

If you want to change the address, please email us to info@offroadtents.com IMMEDIATELY, and if you can call us to 844-200-3979 even better.

If the order has already shipped (and we have sent you the tracking number), then you cannot. We can try, but normally the cost of re-routing the package is quite expensive and not worth it. Still, if you want to do that, we can try and you'll have to pay the difference, but we cannot guarantee it.

- How do I track my order?

As soon as your order has shipped, we will send you an email with a tracking number. Click on the email and it'll open a page where it will show where the package is. We consider an order shipped, the moment we send you an email or sms with the tracking number.

Please keep in mind the carrier's website might take up to 72 hours to update. However, if the tracking has been sent, it's because the order has been picked up and it's shipped.

You can also click the tracking code on that same page, and it'll lead you to the carrier's website (whether that's UPS, FedEx, etc), where you can paste the tracking number and follow it.

- I never received my order and shows that it was delivered. What should I do?

First thing you must do is inform us. We will check and make sure it shows as delivered and that it's not a problem from the carrier's website.

The second thing is to contact the carrier. We will gladly help you with that. But pressure from both sides always leads to a faster solution.

The third thing to do is to file. a police report at your local precinct, it usually takes only 15 minutes, and it'll make sure we have evidence of a missing or stolen package, so we can win the claim against the carrier.

With those 3 steps, we can together decide on the best solution for you!

Returns FAQs:

- Does Off Road Tents accept returns?

It depends. We do accept returns before 30 days have gone past since the item was delivered. You have 30 days to send back your product to either get a refund or an exchange.

We don't accept returns after 30 days.

We don't accept returns for products that have been used, installed, unboxed, or damaged by you.

We don't accept returns on items made on order, such as rock sliders, bumpers, or any CBI and Gobi product.

In order for you to return an item these criteria must be met:

1. No more than 30 days have gone by since you received it
2. Product must be unused, and in the original package
3. We need to get pictures beforehand, to approve the return
4. We will give you a Return Merchant Authorization number (RMA)
5. You will pay for the shipping back

If the item has a manufacturing defect, it's covered by warranty, or was refused by you when delivered, we do accept returns, free of charge, and we will take care of it.

- Does Off Road Tents charge restocking fees?

No. We offer free returns on most items. HOWEVER, there are some exceptions:

- We don't accept returns on items made on order

- We don't accept returns on CBI or Gobi products

- There will be a 20% restocking fee (plus the cost of shipping the item back to the warehouse it shipped from), for rock sliders from any brand, iKamper roof top tents and RSI Smartcaps.

- We will waive the restocking fee on all other brands and items.

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 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, 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.

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, and if restocking fees apply (read above), they will be charged.

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.

- Where do I return my item(s)?

Before you return any item, we need to send you the exact address of the warehouse it'll be returned to. We ship from different warehouses around the country, so it will depend on the item or your location where you should send it to.

Before you send it back, you need approval from us, and we will also give you a Return Authorization Number (RMA) for you to label the package with.

- What are the shipping charges for returning an order?

If you want to return your order for any problem other than a manufacturing defect or warranty, then you will have to fully cover the costs of shipping it back to the warehouse. 

The exact cost depends on the rates of the carrier you want to use.

On top of that, depending on the item restocking fees may apply.

- Why do I need a return authorization number (RMA)?

You need an RMA because the warehouse guys need to know what an item is and what is related to when it comes in. Also, we need to know exactly which is your package when it gets sent back, so we can inspect it.

If it gets sent without an RMA, it makes it harder for us to identify your package, and it can lead to waiting longer before you get refunded.

- Am I liable for the return shipping charges?

Yes, you must cover the shipping costs, and you will be liable if the item gets damaged when returned to us.

- What is the reason I might need to provide pictures of the product prior to shipping?

Take as many pictures as you can of the item you are returning, the box and making sure it's in a good shape. Then, take pictures before you ship it. That way, if damaged, you have grounds for a claim with the carrier.

- I can't print my return label. What should I do?

If you want to return an item for a manufacturing defect or a warranty problem, we will send you a return label. You can print it at home, or if you don't have a printer, you can print it at the local FedEx or UPS center.

If you are the one covering the return costs, and therefore it's you who are buying the label, we recommend you print it at your local FedEx or UPS center.

- How soon can I get a replacement or exchange?

If you send an item back to exchange it, it can take up to 30 days for you to get it back if the item is in stock. We first need to receive the original order, inspect it, and once approved for a return, we can exchange it.

If it's not in stock, we will let you know and you will be made aware of the lead time before you even return yours.

If it has a manufacturing defect, or covered by warranty, we will send you a replacement, the moment you send back the original defective item (and we'll cover the shipping costs on those).

- How long will it take to receive my refund?

To receive a refund, we must have your item at the warehouse, and inspect it to make sure it's in great condition. Once the return has been accepted, we'll issue a refund minus the restocking fee.

We need 5 business days after receiving the returned item to inspect it, then a refund will be issued, and it will take from 3 to 5 business days for your bank to issue the refund to your account.

We will send you a confirmation email once the refund has been made form our end.

If 5 days have gone by and you haven't gotten the refund, call your bank. 

- The product was a gift. How do I return it?

Simple, please email us at info@offroadtents.com with the item you have and when it was gifted to you. We will then see what order number it was and we will help you handle it!

- How long do I have to return an item?

30 days. After 30 days we won't accept any returns.

For items made on order, such as bumpers or rock sliders, as well as Gobi or CBI products, we don't accept returns.

- Why can't I return some items that were custom made?

We offer some customized orders, or items made on order, for example: bumpers and rock sliders.

These are items that need around 10 weeks to be made, and are only made on order. Therefore, we have a strict no returns policy, all sales are final.

As to items from brands such as CBI and Gobi, these are also made on order, so, once again, sales are final and no returns are accepted.

Damaged Orders:

- My order got damaged during shipping. What should I do?

Please read first How To Handle Your Order, so you know how to deal with a damaged shipment or package.

If you see the tent, rack or package is CLEARLY damaged, do NOT sign it, do NOT accept it, and REFUSE delivery. You will have to note to the driver you are refusing it for clear and noticeable damages, and we will replace it immediately.

If it was dropped at your doorstep, and it's damaged, do NOT open the box, send us pictures immediately, and we will handle it.

If after opening it, you find a damage, then send us pictures, and we will file a claim.

Please, understand that if a package is damaged during shipping, it is NOT our responsibility, but the carrier's. If you accept the delivery, and it's damaged, we will file a claim and help you, but, it takes time to win the claim and we will not be able to replace the item(s) or refund you, until the claim is resolved. That is, if we win the claim, which is not guaranteed. To help us win the claim, take as many pictures as you can and be PATIENT.

Off Road Tents Shipping Protection, can be a good idea to quickly solve damaged product issues. 

For more information on Shipping Protection, click HERE.

- Off Road Tents Shipping Protection: What is it?

Shipping Protection that you can purchase at checkout to protect your order from:

• Damages
• Getting Lost During Shipping

Thanks to their service you can file a claim for a refund due to a damage or a lost or stolen order during SHIPPING. Be advised, stolen or lost items after delivered (for example when left at your doorstep), are not covered by the insurance.

To read more about Shipping Protection, click HERE.

Financing & Payment Options FAQs:

- What payment options do you offer?

We have quite a few different payment options:

• We accept ALL credit cards
• PayPal
• Amazon Pay
• Google Pay
• Apple Pay
• Financing through Klarna
• Financing through Bread
• Financing through Pay Tomorrow
• Bank transfer or ACH

- Is my card information safe with you?

Absolutely. We use an SSL Certificate, which means we DON'T store your credit card or financial information. As a matter of fact, we never see it. 

It is 100% safe. You can read more about it HERE.

- Do you offer financing?

Yes we do. We have four financing options:

• Klarna
• Pay Tomorrow
• PayPal
• Bread

You will be able to check if you're eligible for financing at the product page, no need to go to checkout. Simply, as shown on the image below, click next or below the product image where it says: "As low as". 

Then as seen on the image below, it'll bring up a pop-up, offering different installments. You can there check the financing options available, and see if you qualify.

If you do, you can go and choose Klarna at checkout.

If you want financing with PayPal, then you must select to checkout with PayPal, and choose the option to get financing WITH THEM.

If you want to get financing from Pay Tomorrow, choose them at checkout.

If you want to get financing by Bread, choose them at checkout.

If you are not eligible with Klarna, Bread, or Pay Tomorrow, and you don't have PayPal, email us, we can send you a special link so you can try to get financing through Klarna, another third party financing provider we partner with.

Please keep in mind all the financing options available are third parties.

- How do I choose financing at checkout?

If you choose PayPal, then once you're checking out through the PayPal portal, it'll give you the option to get financed by them.

If you email us because you want financing with Klarna, we'll send a special link, and you'll checkout there.

When it comes to Bread, it's quite simple, follow the normal checkout process, Add To Cart>Check Cart>Proceed to Checkout.

Then, fill the checkout page with your information, and at the final stage, instead of adding your payment information, choose the option to checkout with Bread, as shown below.

As shown on the steps above, you will choose Bread as checkout option, then click on "Complete Order". After that, a new page will load with the financing installment payment options, you'll click on "View Financing Options" and then start the process of filling out your information.

After you fill it out, Bread will tell you if you're approved, as well as letting you know what the options are!

When it comes to Pay Tomorrow, it's quite simple, follow the normal checkout process you had with Bread, but choose Pay Tomorrow. Then, they will contact you once they have reviewed your application to let you know. This process might take a few hours. For more information, READ HERE.

- If I wasn't approved for financing, what can be done?

Sometimes Klarna, Bread or Pay Tomorrow won't approve you. It happens. Don't worry, we have a few backup options.

If you're not approved, let us know immediately. Email us at: info@offroadtents.com or call us at 844-200-3979.

We can either:

Send you a link to try and get financing with Klarna, another financing partner we have.

Or, we can split your order total into different invoices to be paid in different credit cards.

For example, if the product costs $3,000, we are happy to send you 3 invoices, so you can pay them with three different cards, or two with two cards and the third with Bread or Klarna, or one with PayPal, another one with a credit card, and the third with a financing provider.

Whatever works for you, we will do our best to help!

- If I was approved, when will I get charged?

If you're approved for financing, it depends on the options either Bread, PayPal or Klarna gave you. However, you will not start getting charged until the item SHIPS, or 30 days have gone by.

Therefore, once we fulfill your order, your financing provider will start charging you.

Alternatively, if 30 days have gone by since you placed it, and the item hasn't been shipped (perhaps it was a backorder), then you will start getting charged!

If you have any questions or doubts about the financing and payment terms, you will have to contact the financing provider yourself.

Product & Technical FAQs:

- Do we offer Military Discount? 

Yes, through GovX! You can read more here.

- Do you offer any Warranties?

Of course we do. But warranties vary from item to item, from brand to brand, and there are different scenarios. Therefore, if you have any warranty questions or issues, email us at: info@offroadtents.com

- Do you offer a Warranty Extension?

Yes we do. You can read more about it in the Warranties page.

Also, please read more about Warranties HERE.