Shipping & Order FAQ
- Do you offer local pickups?
- How does my order get delivered?
- What does shipping cost?
- Am I able to change my delivery address?
- Can I add or remove the residential delivery option once my order has shipped?
- It’s been longer than the estimated lead time and I still haven’t received my order, what should I do?
- I have not heard from the shipping provider yet
- Can I choose my delivery date?
- How can I track my order?
- Where is shipping available to?
- I received my order but some parts are missing
- My order arrived damaged
- I’ve received only part of my order
- I’ve placed an order but haven’t gotten a confirmation email yet
Do you offer local pickups?
Please contact us at firstname.lastname@example.org for available pickup options
How does my order get delivered?
All tents ship via freight delivery to the nearest freight hub for pickup free of charge. If you purchase residential delivery, the trucking company will call you to schedule your delivery a day or two in advance so you can plan to sign for it. If you have ever bought a fridge you will know just what to do. For a more detailed look at the delivery process, you can review our full shipping and receiving guide here. This guide also covers what to do in case of damage.
Accessories will ship separately via FedEx/USPS.
What does shipping cost?
Roof Top Tents
Roof Top Tents include free shipping unless otherwise stated and are shipped to the nearest Freight Hub.
Other Products & Accessories
Shipping rates are calculated at checkout.
Am I able to change my delivery address?
If your tent is still being processed for shipment we can certainly change or update your delivery address for you. This is a very time-sensitive request so reach out to our shipping team as quickly as possible.
Once the tent has been picked up by the freight carrier, we can no longer promise that it can be re-routed as it is much more difficult to catch a tent en-route and there are usually some fees associated with changing the address at that point.
Can I add or remove the residential delivery option once my order has shipped?
If your tent is still being processed for shipment we can certainly add or remove residential delivery. This is a very time-sensitive request so reach out to our shipping team as quickly as possible!
Once the tent has been picked up by the freight carrier, we cannot add or remove residential delivery. If you choose residential delivery and pick your tent up from the freight hub, no refunds will be granted under any circumstances. If you try to add residential delivery through the freight company, they will bill you directly for the fee.
It’s been longer than the estimated lead time and I still haven’t received my order, what should I do?
For in-stock tents: it should take about 2-3 days to receive your tracking number, since that is only generated once the tent is physically picked up by the freight carrier. If you still haven’t received that e-mail, please reach out to our Shipping Team.
If you have, the tent has already left our warehouse. Our shipping team can certainly help you track it down, but it is usually easier to give the shipping company a call (have that tracking number ready) since they prefer to deal with the addressee themselves.
For back-ordered tents: COVID-19 has really been taking it’s toll on many aspects of the supply chains of almost all businesses. There can be unforeseen delays due to factors out of our control such as port congestion, freight carriers being overwhelmed, and other issues. This could mean a change in the lead-time of your tent. In this circumstance, we are happy to switch you to another tent (if available and +/- any cost difference). However, an order cancellation would still be subject to our cancellation policy for tents delayed in transit. Please contact our Support Team to discuss any of these issues.
I have not heard from the shipping provider yet
We provide freight tracking as soon as its available (usually within a day of the tent getting picked up from our warehouse).
Please refer to the tracking email you received and contact the customer service phone number of the freight company and give them a call. We are unable to contact the shipping company for you once the tent is in their possession.
Can I choose my delivery date?
In some cases, yes.
If you are looking to order a tent now, but would like to delay shipping for up to 30 days, we can absolutely hold your tent at the warehouse until you are ready. Simply put your requested ship date into the order notes field while placing your order. Keep in mind you do have to be present to accept a delivery (they will call to schedule a window).
If you are trying to schedule a specific day for the tent to be delivered on, we would be unable to do so. The nature of freight shipping makes that logistically impossible, but there should be a clear 2-3 day window when your shipment will arrive. The shipping company will also call you to schedule the ‘last mile’ delivery once it reaches your local terminal
How can I track my order?
We will send you a tracking number shortly after your tent is picked up from our warehouse and processed. This can sometimes take a day or two from the time you order. If your tent is backordered, you won’t receive this number until it is getting shipped.
You will receive that tracking number in an email with instructions on how to track your tent on its way to you. If you’d like a sneak peak at what that process looks like, click here.
If you are having trouble locating your tracking number, order confirmation, or have issues with the tracking website, give our shipping team a shout.
Where is shipping available to?
We ship anywhere in the lower 48 for free! We also ship to AK, HI, PR, Canada and Mexico for an additional surcharge. Please visit the product’s page you are interested in for shipping options for that item.
I received my order but some parts are missing
Please double-check all the parts bags and under the mattress- sometimes some hardware can end up under there.
If you still don’t have any luck, reach out to our support team and they will get some shipped out to you ASAP!
My order arrived damaged
Take your time and carefully inspect the box for any visible damage to it or the tent. While it’s rare for any tent to arrive with damage, it unfortunately does happen on occasion.
Note: The driver will not assist in inspection and may even make you feel rushed, but don’t allow him/her to affect your careful inspection.
If you notice surface damage to the tent box (punctures, indentions, etc.). Take photos of those areas and note the details of what you see on the delivery ticket prior to accepting the delivery. Then, take a photo of the signed delivery ticket with the damage noted and email the photos of the damage and signed delivery ticket to our Support Team. We will review all items noted and work with you to resolve. If you refuse a shipment and we receive a unit back with no damage (regardless of the packaging being damaged or not), you’ll be charged a 15% restocking fee.
If you notice what you think could be extreme damage (box is smashed up, visible tent damage inside the box, etc.). Take photos of the damaged areas and call us immediately at 480-420-6466 and email photos to our Support Team. We’ll review the situation with you and discuss your options.
I’ve received only part of my order
We ship items as they become available. It may be the case that one of your items was delayed or backordered, in which case it may be a little behind the portion of your order that was in-stock.
Additionally, all our tents ship via freight carriers and all accessories will ship separately through Fedex or USPS. This means that even though they may have been shipped around the same time, one or the other may win the race to your house but the other shouldn’t be too far behind.
If you’re item wasn’t on backorder and it has been a long time, you can always reach out to our shipping team and they can look into it further for you.
I’ve placed an order but haven’t gotten a confirmation email
If you’ve placed your order but you didn’t receive a ‘New Order Confirmation” e-mail, your order may have not been completed. This e-mail will have your order number in the subject line. If you are sure the order went through, but you still don’t have this e-mail, please contact our Sales Team. Don’t forget to check your Spam folder!
If you did get an order confirmation but you are still waiting to hear details on the arrival of your tent, you will want to contact our Shipping Team. They can give you any updates on the status of your tent once your order is in place. Keep in mind, if your tent is backordered, you may not hear much until your original scheduled delivery date creeps closer!
Tracking numbers for all orders will be sent out as soon as your tent is picked up by the freight carrier and processed.