Returns and Refunds

Cancellations & Refunds

At The Rooftop Tent, we pride ourselves on offering one of the best return policies in the industry. You may cancel your order any time before it ships—completely free of charge (exceptions apply for custom or made-to-order items; see below).

If you have any questions, please reach out to us:

Email: contact@therooftoptent.com
Phone: +1 (888) 898-3630

Customer Service Hours:
Monday – Friday: 10 AM – 5 PM
Saturday: 10 AM – 3 PM
Sunday: Closed

Cancellations (Before Order Ships)

If you need to cancel an order, contact us as soon as possible so we can issue a full refund before your order leaves the warehouse.
We’re available by phone during business hours or by email anytime.

Cancellations of Custom Orders

Custom or made-to-order products cannot be canceled or refunded, as these items are made specifically for your order.

These units begin production upon purchase and are built to your exact specifications. Warranty coverage guarantees a fully functional product.
If you’re unsure whether your item is custom or made-to-order, please contact us before placing your order.

All sales are final on custom and made-to-order products.

Refunds and Returns

If you'd like to exchange a product, you may do so. Please note:

You are responsible for all shipping costs related to returns or exchanges.
Transaction fees will be deducted from your refund depending on payment method:
- Credit/Debit Cards: ~2.9% + $0.30
- Financing Services: ~5.99% + $0.30

Not all products are returnable after shipment. We order directly from manufacturers, and their return policies may override ours. Please contact us for return eligibility of your item.

Due to increasing freight costs, all returns are subject to:

A 20% restocking fee
Return shipping fees

If you're replacing the item with something else, we may help offset some of these costs—just ask.

Return Conditions:

Item must be unopened and unused
Customer is responsible for all return shipping costs
Return must be initiated within 30 days of delivery
Some brands have stricter policies—always check your product page

Refund processing time: 3–10 business days after return approval.

Shipping Times

We work hard to ship your order promptly. However, delivery times may vary due to:

Supply chain delays
Manufacturer backorders
Carrier limitations

These factors are out of our control. We appreciate your patience and understanding.

Please Read Before Purchasing

By ordering from The Rooftop Tent, you agree to the following terms:

I will inspect my delivery and notify The Rooftop Tent within 24 hours of visible damage, with photos.
I understand I’m responsible for return and replacement shipping unless the item is defective.
I understand used or opened items are not returnable.
If my item ships, I understand I’m liable for restocking fees and return shipping.
I will not file chargebacks due to shipping delays beyond The Rooftop Tent’s control.

Damages

Please inspect your package upon arrival. To be eligible for resolution:

Report any damage to contact@therooftoptent.com within 5 business days.
Include:
- Photos of the damage
- Photos of the packaging
- A brief description of the issue

Depending on the case, we’ll offer:

Free replacement parts
Discount to keep the item as-is
Full replacement or refund

IMPORTANT:
Do not use the product before the issue is resolved.
Used items are ineligible for any return or refund.
Keep original packaging in case inspection is needed.

Failure to report damages within 5 business days will result in no eligibility for refunds or replacements.

Warranty

Warranty coverage varies by brand. Please check individual product pages for specific terms.

Note: Warranties do not cover damage from shipping that was not reported within 30 days.

Returns Responsibility

By default, customers are responsible for:

All return shipping costs
Any reconsignment fees from incorrect address entry

Some brands provide warranties to cover functional issues—see product pages for details.

BOGO Promotions

For Buy-One-Get-One (BOGO) deals:

Both items must be returned for a full refund
If only one is returned, we may issue store credit or partial refund based on product value
If your order has already shipped, you’ll be responsible for:
- Return shipping
- Restocking fees (if applicable)

Chargebacks

We’re here to help—please contact us first with any concerns.

If you file a fraudulent chargeback, we reserve the right to pursue legal action for theft.

We handle all issues quickly and fairly. Please reach out before taking other action.

Contact Us