SHIPPING - SHORT VERSION
To return your product, you will need to contact Customer Service for an RMA# then mail your product to: Tuff Stuff Overland, 1050 N. Vineyard Ave, Ontario, CA 91764, United States
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. If you are shipping an item over $50, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
SHIPPING - LONG VERSION
Items over $50.00 are eligible for free shipping to the lower 48 states. Any item under $50.00 has a flat rate shipping of only $10.00. All orders outside of the lower 48 states will be subject to additional freight charges.
Small items (under 150 pounds) will be shipped by ground service. Express service is available for an additional fee.
Larger items will be shipped by truck freight (LTL). Truck freight is tailgate only. You must have someone available to inspect and unload the freight item. All of our tents ship LTL.
LTL – Very Important
If the condition of your package is questionable, at all, take pictures, and refuse the freight item and immediately contact our Customer Service Department toll-free at 1.866.220.0171.
DO NOT SIGN for the item. The driver may indicate that you have to sign and take the item regardless of damage, but rest assure you do not. In fact, the carriers will hold you responsible for what they call "concealed" damage if you sign the paperwork and do not indicate damage. Meaning, everything looks fine with the outer packaging, then you open your precious to find it damaged! Don't let it happen to you. Always thoroughly inspect the product, then sign.
We do not ship C.O.D. orders to a P.O. Box, APO, or FPO.
All orders must have complete shipping address and phone number. We don't sell this information. But we might need it if there is a question or issue with your order. If we don't have a valid address and phone number your order will be delayed if an issue comes up.
If you are ordering a tent, you must have a working, monitored phone number. The phone number that you enter into your order will be the number that is used to contact you to schedule your tent delivery. If the carrier cannot contact you after 2 attempts, the shipment will be returned undeliverable or redirected to another customer, you will be responsible for the additional fees. If another tent is not available, you will have to wait for the next tent to become available. During the spring and summer these additional wait times can be months. So answer your phone once you get the "your item has shipped" email.
If, for any reason, you need to change your address do so before your item ships. Otherwise you will be responsible for any change/rerouting fees. If ordering a tent, these fees can be hundreds of dollars. If you move, do not dawdle, contact us immediately if something changes on your end.
Special orders & truck shipments can take approximately 2 to 6 weeks depending on the items.
All international orders require payment in advance. Due to various rate differences and depending on which items are ordered, freight fees will vary. It is important that you contact our Sales Department regarding all international orders. All international orders must have a phone number. We have no control over value-added taxes or duty charges. These are the responsibility of the customer. All international sales are final. We accept no backorders or returns on international orders.
Shipping Claims - Very Important
All shipments should be inspected at the time of delivery. Damaged packages should be refused immediately; no claims can be filed after 3 days of delivery. Not our rule, this is how UPS and FedEx roll.
If your damaged shipment was delivered by UPS, please call 800-PICK-UPS and report the damage.
If your damaged shipment was delivered by Truck Freight, please contact the freight carrier at the phone number on the carrier's bill immediately. You have a total of 72 hrs to file a claim or they will deny the claim. Again, 72 hrs not 3 days.
After contacting the carrier, please call our Customer Service toll-free at 1.866.220.0171. We have no control over the shipper but we will do everything in our power to help facilitate the process. And trust us, it's a process if an item gets damaged in transit. The quicker you take action (call the shipper, take pictures, call us) the quicker the claim will be resolved.
Returning Items Damaged in Transit
If you receive a damaged package, you should refuse delivery. If the item is left on your porch contact customer service toll-free at 1.866.220.0171 or use our Customer Service form (in our website footer) within 24-48 hrs if possible, no later than 72 hrs. If you refuse delivery, the order will be returned to us. If you contact customer service, we will help you file a damage claim with the carrier.
Regarding damage claims:
- Please be prepared to describe the damage and provide photographs
- Keep the package and parts in the same condition as they arrived
- The carrier may request a physical inspection of the package but this should be rare since you already know to inspect the item before you sign for it
- The carrier will void your claim if you do not have the packaging (Even if the packaging looks like garbage keep it! The state of the packaging will help you win your claim.)
- All carrier damage claims must be filed within 72 hrs of receiving the product
- Return Authorization
Please call toll-free 1.866.220.0171 or use our Customer Service form (in our website footer), provide a specific reason for your return, and request a Return Goods Authorization (RGA) number. We will reply back in a timely manner.
We warranty all merchandise for a minimum of 30 days against defects in workmanship or materials for normal use. Keep all manufacturer's warranties and owner's manuals you receive with the merchandise ordered. In the event an item becomes defective, please refer to the warranty information for proper procedure on returning the merchandise.
All claims are initiated by contacting our Customer Service Department for a Return Goods Authorization Number (RGA). Returned items will be inspected for warranty eligibility. We will not be responsible or liable for labor, or incidental or consequential damage of any kind. In no event shall our liability exceed the cost of the goods. We do not pay for mechanics, rental cars, shipping, etc.
Product Installation Policy
Tuff Stuff Overland has no control over the use of any product. Tuff Stuff Overland, therefore expects the customer to exercise good judgment as to the proper selection, installation, use and maintenance of any product. Tuff Stuff Overland assumes no responsibility for damage or injury of any kind due to any misuse or improper application of any products in any way by any person. Seriously, do your research and ask questions before you purchase.