Frequently asked questions
Shipping, duties, returns, warranty and wholesale — the ten questions we answer most.
In-stock orders leave our nearest warehouse within 24 business hours. Typical delivery: US 2–5 business days, EU 3–6, UK 3–5, AU/NZ 4–8, rest of world 5–12. Every order ships with tracking and, on orders over $99, delivered duties paid.
No. Orders over $99 ship DDP (delivered duty paid) from the warehouse closest to you, so the price at checkout is the final price. Orders under $99 may attract local duties in some markets.
60 nights. Use the gear, take it outside, and if it doesn't work for you, request a return in your account or by email. Unused items in original packaging get a full refund; used gear in resalable condition gets a full refund minus return shipping.
The 3-year limited warranty covers the original purchaser against defects in materials and workmanship. Our lifetime repair program is open to anyone who owns the gear, first hand or not — send it in and we'll quote the repair at cost.
Yes. Poles, stakes, zipper sliders, buckles, valves and fly panels are stocked for every shelter we've sold since 2019. Email support with your model and we'll ship the part, usually free within the warranty period.
Yes. We run private-label programs from 100 units per SKU on stock colorways, and from 500 units for custom fabrics and tooling. Contact the wholesale team for the full capability deck, factory audit reports and a lead-time schedule.
Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Klarna and Shop Pay. B2B orders can be settled by wire transfer (T/T) with 30% deposit and balance before shipment, or by L/C at sight for orders over $50,000.
If it hasn't shipped, yes — email us within 2 hours of ordering and we'll catch it at the warehouse. After dispatch, use the 60-night return process.
We ship to 48 countries. If checkout won't accept your address, email us — we can usually arrange a forwarder or a direct factory shipment.
Everything listed as in stock ships from inventory. Seasonal colorways and B2B volumes are produced to order on a 35–50 day lead time.