Delivery and Shipping IssuesUpdated 7 months ago
While we work hard to ensure that your tent is delivered smoothly to your shipping address, there may be occasional hiccups along the way. Here’s what you need to know if you encounter any issues:
Tracking Information
In some cases, tracking information may be updated prematurely, indicating that your package has been delivered when it has not. If this happens, we recommend waiting 48 hours to see if it shows up before taking any further action.
Common Issues
- Damaged or Defective Package: If your package arrives damaged or defective, don’t worry! We’re here to help.
- Package Not Arrived: If your package hasn’t arrived at all, we will assist you in resolving the issue.
- Packages that are stolen (porch pirates): If you suspect that your package was stolen, we will take the steps necessary to get you your gear.
Orders with Order Protection
When placing your order, you have the option to opt-in to our package protection and returns service powered by Redo. If you chose this protection and encounter any issues with your package, follow these steps:
- Start a Claim: Visit our self-service portal to start a claim.
- Automatic Approval: Most claims are automatically approved, and we will place a new order on your behalf at no additional charge.
- Benefits: Opting into package protection not only simplifies issue resolution but also provides unlimited free returns and exchanges.
To confirm whether you opted into the Free Returns and Shipping Protection, check your order confirmation email or start a return on our portal.
Orders without Order Protection
If you did not opt-in for package protection, don’t worry; we can still assist you. Please follow these steps:
Submit a Claim: File a claim with the delivery service that was used to send your package:
Provide Documentation: After submitting your claim, send a screenshot of the claim submission or completion page to [email protected].
Next Steps: Once our support team reviews and confirms your claim, you will be informed of the next steps.
Contact Us
If you have any further questions or need assistance, please don’t hesitate to reach out to our customer support team. We’re here to ensure that you have a positive experience with your purchase!