FAQs
Frequently Asked Questions (FAQs)
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When will I be charged?
- As soon as you place your order, your credit card will be pre-authorized for the purchase amount. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail.
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How soon will my item(s) ship?
- If your order is in stock and we process the charges, it will ship within five business days from the date of your order.
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Will I receive a tracking number?
- Yes, we will send you tracking information within 24 hours of your order leaving the warehouse. This will be sent to the email address you provided during checkout. If you do not receive tracking information within six business days, please contact us at Orders@RooftopTentOutpost.com.
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What should I do if I want updates on my order?
- You will receive an order confirmation email as soon as you place your order. This email confirms that we have received your order and provides details about the shipment process. If you need further updates, please feel free to reach out to us at Orders@RooftopTentOutpost.com.
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What happens if my item arrives damaged?
- Please inspect the packaging of your item(s) upon delivery. If you notice any damage, please make a note of it when signing for delivery. Additionally, please send photos of the damage to Returns@RooftopTentOutpost.com, and we will process an insurance claim on your behalf.
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What happens if I do not like my item(s)?
- We want you to be completely satisfied with your purchase. If for any reason you are not satisfied, please contact us within 48 hours of receiving your order to discuss options for returns or exchanges.
Cancellations & Refunds:
- All orders canceled after 48 hours are subject to a $20 administration fee, whether or not your order has shipped. If your order has shipped, you (the buyer) will also be responsible for actual return shipping charges. Refunds will only be issued to the original credit card used when placing your order.
If you have any other questions or concerns, please don't hesitate to contact us at CustomerService@RooftopTentOutpost.com. We're here to help!
