Question 1

What should I do if my shipment is delayed?

Accepted Answer

If your order is delayed, the best first step is to check your tracking information. If shipped via UPS, FedEx, or DHL, you can contact the courier directly for the most accurate updates. If you're still concerned, feel free to reach out to our customer service team — we’re happy to help.

Question 2

Why do shipping delays occur?

Accepted Answer

Delivery delays can happen for a variety of reasons, such as weather conditions, peak seasons, or issues at the courier’s sorting centers. We work closely with reliable carriers like UPS, FedEx, and DHL to minimize disruptions, but occasional delays are outside of our control.

Question 3

What do I do if the box is damaged or parts are missing on delivery?

Accepted Answer

We recommend that you check your product for damage immediately upon receipt. Most of the time, only the packaging is affected, and the product itself remains undamaged. If this is not the case, please contact us for assistance via phone or using our contact form. Contact us immediately after receiving the goods if something is missing.

Question 4

Why did only part of my order arrive?

Accepted Answer

Parcel shipments may be split across multiple packages, and carriers like UPS and FedEx sometimes deliver them on different days. If your tracking shows partial delivery, the remaining items are likely still in transit. Contact the courier for updates, or reach out to us if you have further concerns.

Question 5

I got a call from an unknown number – was that DHL?

Accepted Answer

Possibly! If your order is being delivered via LTL freight (typically for larger items), DHL or a local delivery partner may call from an unknown number to schedule your delivery. Please keep an eye out for this, and answer any unexpected calls shortly after placing your order.

Question 6

Are shipping times in business days or calendar days?

Accepted Answer

All our shipping estimates are based on business days (Monday to Friday), excluding public holidays. This is standard for most carriers and ensures better delivery predictability.

Question 7

Do you offer same-day or next-day delivery?

Accepted Answer

No, we do not offer same-day delivery or next day delivery. Contact our customer service team if you need a tent by a specific time. They can advise you on the best way to get your hands on a product as quickly as possible.

Question 8

Do you deliver to Alaska or Hawaii?

Accepted Answer

Unfortunately, we do not currently deliver to Alaska or Hawaii. Our delivery services are limited to the contiguous United States. We apologize for any inconvenience this may cause. If you have questions or need further assistance, please feel free to contact our customer service team.

Shipping & Delivery