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Delivery and Shipping IssuesUpdated 13 days ago

For the most part, there shouldn't be any issues with getting your tent delivered to your shipping address. Occasionally tracking information can be updated prematurely and show as delivered when in fact, it was not. We recommend waiting 48 hours to see if it shows up before doing anything else. However, on rare occasions, your package may arrive damaged, defective, or simply just not arrive at all. In cases like this, no need to worry -- we've got you covered. We have a couple of things you will want to take note of:

Orders with Order Protection

When you place your order, you will have the option to opt-in or opt-out to protect your package against damage, theft, or loss with our package protection and returns service powered by Redo. If you choose to purchase this added protection, and you have an issue with your package, all you need to do is start a claim on our self-service portal. Most claims are automatically approved and we will place a new order on your behalf for no additional charge and will re-ship your package. We always encourage you to opt-in to our package protection simply due to the simplistic nature of package issue resolutions. It also serves as a great way to get unlimited free returns and exchanges. Learn more here.

If you are unsure whether or not you opted into the Free Returns and Shipping Protection, you can find out by looking at your order confirmation, or by starting a return on our portal.

Orders without Order Protection

If you did not opt-in to protect your order, no need to worry, we can still get you taken care of. Make sure to do the following:

  1. Submit a claim through the delivery service used to send your package
    1. UPS Claims
    2. USPS Claims
    3. FedEx Claims
  2. Once the claim has been submitted to the delivery service, send a screenshot of the claim submission/completion page to [email protected]
  3. Once our support team reviews and confirms that a claim has been submitted, you will be informed of the next steps.

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