Policies

ACCEPTED METHODS OF PAYMENTS:

We accept Visa, Mastercard, Discover, American Express and Paypal for all orders. You may also pay with a cashiers check, money order or personal check made payable to contact Family Tent Camping (See Below). If paying by check or money order, please know it will be deposited and once cleared your items will be shipped. Make sure to include the item name, item #, quantities and all shipping address details (must be a physical address we cannot ship to a PO Box - see below for details). All payments must be in U.S. currancy and from a U.S. bank account.  Once payment is received and has cleared, your order will be shipped and tracking will be emailed to you.

Send all Personal checks, Cashier checks and Money orders to:

Family Tent Camping 
1331 Saxon Dr #126
New Symrna Beach, FL 32169

SHIPPING INFORMATION:
All Orders are shipped within 1-2 business days from the date of purchase, excluding weekends and holidays. Most ground shipments are received within 5-7 business days via Fedex, UPS or USPS (which is determined by Family Tent Camping). Once your items have been shipped, tracking will be emailed to you.  Please note that all orders must have a physical or a confirmed APO address, we can not ship to a PO Box and must be within the United States. For Alaska, Hawaii and Canada please contact us to confirm shipping options.

Please know that during peak camping seasons we will always do our best to keep up with the demand of shipping out our quality products in a timely manner.  In the event your item is placed on backorder, you will be notified right away with an ETA and your item will be shipped promptly upon availability. 

CALCULATING SHIPPING COST BEFORE PURCHASE:

You can find out how much shipping is going to be while still adding items to your cart by clicking on the Check Out button. Enter your shipping address and choose a shipping method, then click Continue to see the shipping costs. You will always be able to see the shipping costs before you are asked for credit card information. If you have any questions reguarding shipment of your item please contact us support@familytentcamping.com


CONFIRM ITEM AVAILABILITY FOR 1, 2 OR 3 DAY SHIPPING:

If you are wanting to use expedited shipping options, contact us for item availablity and shipping costs. Normal business hours are (Mon - Fri, 9 am - 6 pm & Sat 10 am - 4 pm, EST). If you reach us after hours leave a detailed message including your name, phone number, item name, item number, and shipping address or you can also email the information to us. It is our goal to provide the best customer service possible, so we continually check for messages even after hours and holidays. Please know we will get back to you as quickly as possible with the information you have requested.  

FREE SHIPPING only applies to the U.S. lower 48 States and does not include Hawaii, Alaska or APO's.

DAMAGED OR DEFECTIVE:

What if my purchase arrives damaged or defective? 

If your item is damaged or defetive when you receive it, contact us at support@familytentcamping.com within 24 business hours.  If damaged when received, email pictures of the item in the packaging as received and also removed from packaging so we can see complete damage. If found to be defective after opening, contact us immediately by email with pictures of the defective area close up so we can see it clearly and far off so we can determine the location on the item.  A representative will respond within 24 business hours with direction on how to proceed.  Please do not return without a Return Merchandise Authorization number (RMA#) and return instructions. All items must have an RMA# to be accepted for warranty, and must be complete in original factory packaging. Our suppliers hold to the highest standards of quality control, and all our products are warranted by the manufacturers. All product replacements or repairs will be done at the discretion of the Manufacturer and Family Tent Camping.

RETURNS:

Return of damaged item without a replacement:
 If the customer chooses not to receive a replacement or exchange for the damaged item, the above guidelines still apply. The customer is responsible for shipping the item back at their own expense (please insure, if lost or damaged further there will be no refund). After the item has been received and inspected, a refund will be issued less the 3% credit card processing fee.

If you wish to return an item that is not a warranty:

(Please send an email request to support@familytentcamping.com). We will respond to your return request within 3 business days. You will be issued an RMA # and instructions for returning your item. All returns require a Return Merchandise Authorization number. Items received without an RMA number will not be accepted. Customer is responsible for all return shipping charges and it is recommended that the item be insured for the purchased price (if lost or damaged in return shipping, no refund will be given). The item must be returned in its original packaging and in NEW-UNUSED, resalable condition as when it was shipped to you. All original materials, instructions and packing must be intact. 

Once the item has been received and inspected, we will issue a refund for the purchase price, less shipping expense, credit card processing of 3% and a restocking fee of 5%, within 7 business days. This policy applies to all products, including items that are featured with free shipping promotions. Items purchased originally with Free Shipping will have standard ground shipping fees deducted from the refund.

BACK ORDERS:

Please know that during peak camping seasons we will always do our best to keep up with the demand of shipping out our quality products in a timely manner.  In the event your item is placed on back order, you will be notified right away with an ETA and your item will be shipped promptly upon availability. If your item is back ordered you may choose another item and the difference will be charged or credited to your method of payment or you may also request a full refund. 

CANCELLATION POLICY:

If buyer chooses to cancel their order before it has shipped, there will be a 3% credit card processing fee witheld from the refund. 
If buyer cancels order after item has already been shipped, there will be a 3% credit card processing fee, a 15% restocking fee and shipping costs witheld from their refund.

No REFUNDS or EXCHANGES will be granted after item has been used. With the exception of WARRANTY ISSUES (which requires an RMA # Please see defective section above).

No REFUNDS or EXCHANGES will be issued after 30 days of item being shipped, with the exception of a manufacturers warranty claim (Please see defective section above)

If a customer changes their mind about the order after it has been shipped and refuses delivery, ALL shipping charges plus a 15% restocking fee may be deducted from their refund. This policy applies to all products, including items that are promoted as free shipping.

PRIVACY STATEMENT: