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Delivery IssuesUpdated 5 months 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, occasionally, your package may arrive damaged, defective, or simply just not arrive at all. In cases like this, we have a couple of things you will want to take note of:

Orders with Route Order Protection

When you place your order, you will have the option to opt-in to protect your package against damage, theft, or loss with Route. If you choose to purchase this added protection and you have an issue with your package, all you need to do is submit a claim to Route. Most claims are automatically approved and Route will place a new order on your behalf for no additional charge and we will be able to re-ship your package. We always encourage you to opt-in to Route simply due to it's simplistic nature of package issue resolutions. 

Orders without Route Order Protection

If you did not opt-in to have Route 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
  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 next steps

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