Frequently Asked Questions

At Off Road Tents we have the goal to make sure you are as satisfied as you can with your order. We understand we are in an industry where products can be technical, where the items you purchase can be a big investment, and often lead times can be long. Therefore, here's an FAQ page with important information that hopefully will answer all your questions.

Still, if you can't find what you're looking for in here, send us an email at: info@offroadtents.com.au or even better, call us at: 488-820-004.

For the sake of making, it all easier, we'll break this down into sections (click to jump to each section):

• Shipping
• Returns
• Damaged orders
• Financing & Payment Options
• Product Technical Questions

Let's begin with the first of these topics.

Shipping FAQs:

- What does it cost to ship my order?

We have different shipping rates depending on your location and the items you are ordering. We usually charge the market rates of the carriers during that week. The best way to know what your shipping cost is to either check it on the checkout page, or email us and we’ll find the best possible rate: info@offroadtents.com.au

- Am I able to expedite my order with express or next day shipping?

Depends on the item. If it's an item that ships freight (such as a roof top tent), that's a no. We cannot.

If it's a smaller item, even a roof rack, we might be able, but please keep in mind the rates might be a bit high. Anyways, we'll get you the best quote, but you do need to ask us first.

This expedited shipping applies only to the transit time from the warehouse to the point of delivery. Expedited shipping may also be impacted by stock levels and what warehouse the shipment originates. 

Make sure you email us to: info@offroadtents.com.au in case you need to expedite an order!

- Does Off Road Tents AU ship outside of Australia?

No we normally don't. We can ship to New Zealand, for an increased rate. We are also happy to ship to any warehouse in the country, but you will then have to take care of the shipment to your country.

For Tasmanian customers, we ship to Tasmania, no problem whatsoever.

- Will Off Road Tents ship to Tasmania?

Yes we do. The fees can be slightly higher depending on the market rates, but we do.

- Does Off Road Tents ship to PO Boxes or Military APO/FPO addresses?

At the moment, we don't ship to PO boxes, nor do we ship to Military APO/FPO addresses.

- What mail carriers does Off Road Tents use?

We use different carriers. When it comes to ground shipping or air, we use mostly UPS, FedEx and DHL. When it comes to freight, we'll also use other carriers such as Big Post or TNT.

- When can I expect to receive my order?

We generally start processing your order the same day we receive it. It then takes us from 2 to 4 business days to get it out the door (please be patient as some of these items are big and bulky and require special boxing and shipment). 

After that, lead times can vary depending on your location and where it ships from.

For a more detailed view of lead times, view our full Shipping & Returns Policy here: https://www.offroadtents.com.au/pages/shipping-returns

Also, if the order has a lead time, we will contact you to let you know when exactly you can expect to receive it.

- Why might my items be shipped using truck freight?

Great question. Well, items such as roof top tents, canopies, bull bars and even some platform racks are way too big to ship on traditional delivery trucks. That means, the ground shipping trucks you see around, they're not really able to carry a roof top tent.

Plus, the items are way too heavy to ship by air.

Therefore, some items, especially tents and bull bars, will ship truck freight.

Some of them, such as the bull bars, can only be shipped to a freight center or a commercial/business address such as a local shop or mechanic with a forklift given how big they are, and you will have to go pick them up there.

If you purchase an item that we know is too bulky to ship to a home address, we’ll immediately contact you via email to either help you find a business address close to you, or ship to freight center where you can go and pick it up.

If you have any questions about how your order will ship, email us at: info@offroadtents.com.au

- Will I need to sign for my order?

In some cases yes. If the order ships freight you will need to sign for it. If you go pick it up at a freight center, you need to sign for it too.

The truck driver will call you 48 to 24 hours ahead of the delivery date, to schedule a drop-off time. You will then need to be there to sign the package off, NOT BEFORE INSPECTING IT.

However, there have been cases of carriers failing to call customers. Unfortunately, even if we pay extra, this is a reality we have faced (although just a few times), so we prefer giving you a heads up. Therefore, it’s important, as well as your responsibility, to pay attention at the tracking number we send you as well as the delivery status the tracking number will provide.

The moment we send you a tracking number it means that more than likely the item is on its way to you.

Please, if you have doubts on what to look for, take a look at How To Handle Your Order. It'll let you know in detail how to inspect a package before signing it off.

Other items that ship air or ground, will not require your signature, and will be left at your door.

Items that require signature:

• Roof top tents
• Bull bars
• Trailers
• Rock sliders
• Canopies

- How can I get shipping insurance with my order?

We already insure your shipments for free. That's an additional service we offer. However, when we do so, if an items is damaged or lost, we need to go through the standard procedure of placing a claim, which can take up to 90 days to be resolved. Generally, they're solved before that, but it can take some time.

Also, our insurance will not cover you if you sign off the package and accept it, only to later find the box is damaged.

Therefore, make sure you check how to handle your order properly: https://www.offroadtents.com.au/pages/receiving-your-order

- Can I change my orders shipping designation after I placed my order?

After you placed your order, yes. After it shipped, no.

If you want to change the address, please email us to info@offroadtents.com.au IMMEDIATELY, and if you can call us to 488-820-004 even better.

If the order has already shipped (and we have sent you the tracking number), then you cannot. We can try, but normally the cost of re-routing the package is quite expensive and not worth it. Still, if you want to do that, we can try and you'll have to pay the difference, but we cannot guarantee it.

- How do I track my order?

As soon as your order has shipped, we will send you an email with a tracking number. Click on the email and it'll open a page where it will show where the package is. We consider an order shipped, the moment we send you an email or sms with the tracking number.

Please keep in mind the carrier's website might take up to 72 hours to update. However, if the tracking has been sent, it's because the order has been picked up and it's shipped.

You can also click the tracking code on that same page, and it'll lead you to the carrier's website (whether that's UPS, FedEx, etc), where you can paste the tracking number and follow it.

- I never received my order and shows that it was delivered. What should I do?

First thing you must do is inform us. We will check and make sure it shows as delivered and that it's not a problem from the carrier's website.

The second thing is to contact the carrier. We will gladly help you with that. But pressure from both sides always leads to a faster solution.

The third thing to do is to file. a police report at your local precinct, it usually takes only 15 minutes, and it'll make sure we have evidence of a missing or stolen package, so we can win the claim against the carrier.

With those 3 steps, we can together decide on the best solution for you!

 

• What if I’m not there to accept a delivery?

In case you (customer) are not there to sign off your delivery, we will give you 48 hours (in which we'll try to contact you). If in 48 hours you cannot set up a time and date for the item to be delivered and sign it off, then you (customer) will be held accountable for paying for the shipment cost back to the warehouse, as well as a 20% restocking fee. 

Furthermore, additional fees may apply, for example, fees for warehousing costs from the carrier of the product purchased. If the product purchased is undeliverable due to the customer not being able to sign it off or receive it, carriers may apply warehousing storage costs, that will be passed onto the customer.

 

 

Returns FAQs:

- Does Off Road Tents accept returns?

It depends. We do accept returns before 30 days have gone past since the item was delivered. You have 30 days to send back your product to either get a refund or an exchange.

We don't accept returns after 30 days.

We don't accept returns for products that have been used, installed, unboxed, or damaged by you.

Items can be returned for refund or exchange if (1) you have received a damaged product due to a manufacturing defect and (2) you received an incorrect order. Please note that replacement requests are subject to stock availability. 

Before we accept a return, we will need you to:

• Take pictures of the original box/package of the item and send them to info@offroadtents.com.au
• We will provide an RMA number (Return Merchant Authorization number), that you will write on the shipping label (NOT the package or box, but the label), and send it to the address we indicate.
• You will cover the cost of shipping the item back, unless it comes with a manufacturing defect or it's the incorrect item.
• There is a 20% restocking fee that will be deducted from what you paid, if and only if the item applies for a return.
• Once the product is back in the warehouse, we will carefully inspect it to make sure it is in a re-sellable condition, before a refund is made.

No returns are applicable if there is any ordinary wear and tear or damage caused by improper use or accidents. You will also have to pay for the shipping of the returned item back to the warehouse.

Also, there is a 20% restocking fee if you decide that you want a return, unless of course the tent or item comes with a manufacturing defect or was damaged during shipping to you.

Rhino-Rack Return Policy:

For any Rhino-Rack product, we will not accept a return if the item has been opened, used and the original box or package aren't sealed.

If the item delivered was incorrect, or damaged or with a manufacturing defect, it will apply for a return.

We will ask you for pictures of the original box or package from all possible angles, to prove that it is in perfect condition, as new, unopened, unused and sealed. If opened, used, or unreleased, the item is not eligible for a return.

However, if you decide to return it and the box or package has been opened, a return will not apply. 

A 20% restocking fee applies, if a return is eligible. Plus you will cover the shipping cost back.

PIAK Return Policy:

We will not accept returns on any PIAK product, unless it is 100% unopened. If you decide you want to return a PIAK product, you must make sure not to open the box or packaging at all, otherwise it will NOT apply for a return, unless it is the wrong item, it's damaged or comes with a manufacturing defect.

If you open the box or package and later decide you want to return it as you don't want it anymore, it unfortunately will not apply for a return. It must be unopened.

We will ask you for pictures of the original box or package from all possible angles, to prove that it is in perfect condition, as new, unopened, unused and sealed. If opened, used, or unreleased, the item is not eligible for a return.

A 20% restocking fee applies, if a return is eligible. Plus, you will cover shipping back.

XROX Return Policy:

IMPORTANT: As these products are made custom to order, they are NON RETURNABLE & NON REFUNDABLE. Please double check and ensure your vehicle specifications are correct when ordering.

- Does Off Road Tents charge restocking fees?

There will be a 20% restocking fee (plus the cost of shipping the item back to the warehouse it shipped from).

• Can I cancel my order?

Yes you can, before it ships. If we already sent you a tracking number, you can still cancel, but we will have to charge you the cost of shipping the item back to our warehouse (or re-routing the shipment), and charge a 20% restocking fee.

Some of our products are made on order and have lead times that go from 4 to 32 weeks until they are delivered once the order is placed. Please read VERY carefully the product description, as well as the lead time email we send you, or ask our team, we will be happy to clarify any doubt regarding the lead time to receive your product.

If there is an item or product you ordered that has a lead time, of for example 6 weeks, we will ask you to please agree to this lead time on a written email. Written confirmation is required. If you agree to wait for the lead time, and then decide to cancel the order before the lead time is completed, we will charge a 2.5% cancellation fee*. However, if the lead time is extended by other circumstances out of your control, you are entitled to cancelling and no fee will be charged.

All other orders, without a lead time, can be cancelled and we will issue a full refund, as long as the item hasn't shipped. If the item already shipped, then we must issue a return, wait for the item to be back in our warehouse, before we can issue a refund and cancel the order.

*If the item you ordered has to be made on order and that production has started and you want to cancel, there can be a cancellation fee. SCF orders tend to be made on order, which means after you agree to wait for the production to be made, we pay to get the items made. If you cancel midway through the production, we will be forced to charge you a cancellation fee. That cancellation fee will be of 15%.

- Where do I return my item(s)?

Before you return any item, we need to send you the exact address of the warehouse it'll be returned to. We ship from different warehouses around the country, so it will depend on the item or your location where you should send it to.

Before you send it back, you need approval from us, and we will also give you a Return Authorization Number (RMA) for you to label the package with.

- What are the shipping charges for returning an order?

If you want to return your order for any problem other than a manufacturing defect or warranty, then you will have to fully cover the costs of shipping it back to the warehouse. 

The exact cost depends on the rates of the carrier you want to use.

On top of that, depending on the item restocking fees may apply.

- Why do I need a return authorization number (RMA)?

You need an RMA because the warehouse guys need to know what an item is and what is related to when it comes in. Also, we need to know exactly which is your package when it gets sent back, so we can inspect it.

If it gets sent without an RMA, it makes it harder for us to identify your package, and it can lead to waiting longer before you get refunded.

- Am I liable for the return shipping charges?

Yes, you must cover the shipping costs, and you will be liable if the item gets damaged when returned to us.

- What is the reason I might need to provide pictures of the product prior to shipping?

Take as many pictures as you can of the item you are returning, the box and making sure it's in a good shape. Then, take pictures before you ship it. That way, if damaged, you have grounds for a claim with the carrier.

- I can't print my return label. What should I do?

If you want to return an item for a manufacturing defect or a warranty problem, we will send you a return label. You can print it at home, or if you don't have a printer, you can print it at the local shipping center.

If you are the one covering the return costs, and therefore it's you who are buying the label, we recommend you print it at your local shipping center.

- How soon can I get a replacement or exchange?

If you send an item back to exchange it, it can take up to 30 days for you to get it back if the item is in stock. We first need to receive the original order, inspect it, and once approved for a return, we can exchange it.

If it's not in stock, we will let you know and you will be made aware of the lead time before you even return yours.

If it has a manufacturing defect, or covered by warranty, we will send you a replacement, the moment you send back the original defective item (and we'll cover the shipping costs on those).

- How long will it take to receive my refund?

To receive a refund, we must have your item at the warehouse, and inspect it to make sure it's in great condition. Once the return has been accepted, we'll issue a refund minus the restocking fee.

We need 5 business days after receiving the returned item to inspect it, then a refund will be issued, and it will take from 3 to 5 business days for your bank to issue the refund to your account.

We will send you a confirmation email once the refund has been made from our end.

If 5 days have gone by and you haven't gotten the refund, call your bank. 

- The product was a gift. How do I return it?

Simple, please email us at info@offroadtents.com with the item you have and when it was gifted to you. We will then see what order number it was, and we will help you handle it!

- How long do I have to return an item?

30 days. After 30 days we won't accept any returns.

- Why can't I return some items that were custom made?

We offer some customized orders, or items made on order, for example: SCF rock sliders.

These are items that need around 6 weeks to be made, and are only made on order. Therefore, we have a strict no returns policy, all sales are final.

 

Damaged Orders:

- My order got damaged during shipping. What should I do?

Please read first on how to handle your order here: https://www.offroadtents.com.au/pages/receiving-your-order  

If you see the tent, rack or package is CLEARLY damaged, do NOT sign it, do NOT accept it, and REFUSE delivery. You will have to note to the driver you are refusing it for clear and noticeable damages, and we will replace it immediately.

If it was dropped at your doorstep, and it's damaged, do NOT open the box, send us pictures immediately to info@offroadtents.com.au, and we will handle it.

If after opening it, you find a damage, then send us pictures, and we will file a claim.

Please, understand that if a package is damaged during shipping, it is NOT our responsibility, but the carrier's. If you accept the delivery, and it's damaged, we will file a claim and help you, but it takes time to win the claim and we will not be able to replace the item(s) or refund you, until the claim is resolved. That is, if we win the claim, which is not guaranteed. To help us win the claim, take as many pictures as you can and be PATIENT.

 

Financing & Payment Options FAQs:

- What payment options do you offer?

We have quite a few different payment options:

• We accept ALL credit cards
• Google Pay
• Shop Pay
• Financing through Zip Pay
• BSB transfer

- Is my card information safe with you?

Absolutely. We use an SSL Certificate, which means we DON'T store your credit card or financial information. As a matter of fact, we never see it. 

It is 100% safe. You can read more about it here: https://www.offroadtents.com.au/pages/safe-secure-shopping

- Do you offer financing?

Yes we do. We offer financing through Zip Pay. You can read more about it here: https://www.offroadtents.com.au/pages/buy-now-pay-later

You will be able to check if you're eligible for financing at the product page, no need to go to checkout. Simply, as shown on the image below, click next or below the product image where it says: "Or from $ a week with Zip". 

Then as seen on the image below, it'll bring up a pop-up, offering different installments. You can there check the financing options available, and see if you qualify.

If you do, you can go and choose Zip Pay at checkout.

- How do I choose financing at checkout?

It's quite simple, follow the normal checkout process, Add To Cart>Check Cart>Proceed to Checkout.

Then, fill the checkout page with your information, and at the final stage, instead of adding your payment information, choose the option to checkout with Zip Pay, as shown below.

As shown on the steps above, you will choose Zip Pay as checkout option, then click on "Complete Order". After that, a new page will load with the financing installment payment options, you'll click on "View Financing Options" and then start the process of filling out your information.

After you fill it out, Zip Pay will tell you if you're approved, as well as letting you know what the options are!

- If I wasn't approved for financing, what can be done?

Sometimes Zip Pay won't approve you. It happens. Don't worry, we have a few backup options.

If you're not approved, let us know immediately. Email us at: info@offroadtents.com.au or call us at 488-820-004

We can split your order total into different invoices to be paid in different credit cards.

For example, if the product costs $3,000, we are happy to send you 3 invoices, so you can pay them with three different cards, or two with two cards and the third with Zip Pay.

Whatever works for you, we will do our best to help!

- If I was approved, when will I get charged?

If you're approved for financing, it depends on the options Zip Pay gave you. However, you will not start getting charged until the item SHIPS, or 30 days have gone by.

Therefore, once we fulfill your order, your financing provider will start charging you.

Alternatively, if 30 days have gone by since you placed it, and the item hasn't been shipped (perhaps it was a backorder), then you will start getting charged!

If you have any questions or doubts about the financing and payment terms, you will have to contact the financing provider yourself.

 

Product & Technical FAQs:

- Do you offer any Warranties?

Of course we do. But warranties vary from item to item, from brand to brand, and there are different scenarios. Therefore, if you have any warranty questions or issues, email us at: info@offroadtents.com.au