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Call Toll Free (877) 409-0265
Toronto: (416) 907-0984 | Vancouver: (604) 245-9280
Edmonton: (780) 900-4650 | Calgary: (587) 200-2710
Montreal: (450) 231-6670 | Ottawa: (613) 519-5680

Tent Depot Shipping & Return Policy

Custom Orders and Custom-Printed Products

We offer no refunds or returns for custom orders or any custom-printed products. These items are made specific to the customer’s specs and,therefore, cannot be repurposed if the client cancels.

Stock Products

We do not accept returns or refunds for stock products except in rare situations described below.

Please note that the following situations depend on the product as well.

We also never offer a full refund. Instead, on these rare occasions described below, we may offer a partial refund after deducting shipping and handling costs and any other costs associated with the product.

Damaged Goods

Any product determined to have arrived damaged should be reported within the same day it arrives by your sales representative. If your shipment arrives with extensive damage to the outer packaging, refuse the shipment and contact us immediately on our Toll-Free line (877) 409-0265.

In most cases, the Tent Depot team will replace damaged parts or exchange the damaged products

In rare cases,we will accept a partial refund request only after a complete inspection of the goods according to our terms and conditions.

Delayed Orders

We offer a guaranteed delivery date. If we miss the date, we may issue a shipping refund.

However, there are a few exceptions:

  • Guaranteed delivery dates on the website rely on the assumption that the customer has provided all the accurate information necessary to process the orders. This includes print-ready graphic artwork or file(s). Any delay in submitting this information by the customer might delay the delivery date.
  • We use FedEx, UPS, DHL, or USPS as shipping carriers. In rare cases, they may experience delays. We do not take responsibility for these delays by our shipping carriers.
  • The COVID-19 pandemic has resulted in more delays from our shipping carriers.

Due to the above reasons, we advise our clients to have a buffer of a day or two when selecting their shipping method. Our customers can also specify a must-have delivery date if applicable.

Lost Orders

If our shipping carrier loses your order, we will open an investigation on that package and issue a reprint with priority shipping.

Tent Depot’s Quality Guarantee

We offer a 30-day quality guarantee that our products do not contain manufacturing defects. If the product fails, breaks, or develops ink issues due to a manufacturing defect within that period, we may replace the product or issue a credit equal to the value of the failed product.

Tent Depot reserves the right to investigate the claim and determine whether the guarantee covers the failed product.

Orders Delivered Outside the Guaranteed Time Frame

The delivery times posted on the Tent Depot website are estimates. We offer several shipping options. Before checkout, ensure you’ve selected the correct shipping option.

Order Cancellation

Canceling orders is not ideal. However, if the customer has to cancel the order for any reason, they must immediately contact their sales representative or project manager. They will determine the stage of your order in the production process and decide if a refund is available, even partially, depending on the stage of the order.

While we do not offer refunds on custom orders and custom-printed products, we may partially refund stock hardware costs as long as the order did not ship.

For payments made via Credit Card or Wallet, you will receive the refund in the source account within 10-15 working days from the time of order cancellation.

Coupon Codes and Discounts

If a coupon code was applied to a returned order, the discount will be deducted from the order amount, and the remainder refunded.

If you had multiple orders bought with a coupon code and a single product was returned, the discount will still be deducted, and the remainder refunded.

Solid Color Fabrics

Non-printed solid color fabrics cannot be returned, exchanged, or refunded.