STOUT TENT RETURN & REFUND POLICY
We understand that sometimes you’ll need to change your mind, and we know that life gets busy. Which is why Stout Tent is proud to offer the longest return policy in the industry, a full *45-days. And, if you need to return or exchange products you purchased from our store, we’ll cover the cost of shipping for you.
Read the terms of our complete Return and Refund Policy below.
How to request a return?
Requesting a return is a simple, two-step process.
- Complete our Return Request Form. We’ll then review your request and send you a link to our simple, self-service, online return portal.
- Head to the link that we sent you to initiate your return or exchange. Which portal you’re directed to will depend on whether you placed your original order on our main website, via Etsy, or if it was placed by one of our team members for you over the phone.
With our simple, self-service return process, initiating a return or exchange is easy! And Stout Tent will even cover the cost of shipping your return to our warehouse in Vermont.
We recommend that you read through our full policy before starting your return process, and that you reach out to us with any questions. Stout Tent reserves the right to deny a refund to any items not covered under this policy, and does not guarantee return of those items to the customer.
Are you eligible for a refund?
Products delivered to your listed shipping address within the last 45-days are eligible for refund with the exception of those that show obvious signs of repeated use and wear, or tents that have been damaged in any way.
We recommend setting your tent up when you receive it to make sure that it meets your needs and expectations, as well as to check for manufacturer defects.
If your tent is within the 45-day period but has been damaged or shows signs of defect, please complete our Warranty Form.
Who pays for shipping?
Stout Tent covers the cost of shipping for every return and exchange, no questions asked. You will be able to create your own prepaid shipping label at our online returns portal.
Is there a restocking fee?
Yes, we charge a $250 restocking fee for any product that has been opened, that is no longer in its original packaging, that has been setup for inspection, or that has been used in any way. To avoid being charged this restocking fee, check out our “avoiding returns” section below. You’ll find tips on how to make sure you’re getting the tent you want the first time around!
Products that are still in their original packaging and that remain unopened will not be charged a restocking fee.
Choosing the right tent is a big decision that should be made carefully. We recommend our customers read over our “Choosing the Right Tent” guide before making a purchase, and reach out to us with any questions. We offer dedicated customer service from 9 to 5 Eastern Standard Time and are always happy to answer your questions on the phone or by email.
We also offer a great “Try Before You Buy” opportunity, which allows you the option to rent a tent before purchasing it. Right now you can try out our PRO DoubleWall in either a 5M or 6M, or our most popular tent, the Stargazer. Should you decide to purchase after renting, the rental fee can be applied toward a future tent purchase – for up to a year after your rental! Please visit our rentals page for more information.
Items that remain in their original packaging, will be considered new and will not be charged a restocking fee.
All other tents will be charged a $250 restocking fee. This fee will be deducted from the amount of the refund issued. Tent accessories such as shades and awnings will be charged a restocking fee of 20% of the original retail amount.
Keep any items you know you’ll be returning in its original packaging and out of harms way. We inspect packages upon arrival at our warehouse and assess refunds according to that inspection. Those items that have been damaged during return shipping to our warehouse, or that appear to have been damaged during use, or that show signs of extensive use and wear may be denied a refund. If you have questions about your return, please contact us before shipping.
If you have taken the product out of the packaging, make sure that it is packed the same way as it was when you received it, complete with all original parts, assembly instructions, and packaging materials. Tents that are returned with original parts missing will have the retail cost of the missing part deducted from the total amount of the refund due.
Stout Tent will not a charge a restocking fee to any items shipped by us in error.
If your tent is damaged, please complete our Warranty Form.
Shipping & Refunds
You will be able to create a prepaid shipping label on our online returns portal. Please ship your return within 14-days of creating your label.
We will examine the product within 30-days of receiving the returned item. Once your return has been inspected by our team, we’ll send you an email letting you know the amount of your total refund, minus the restocking fee and the cost of any missing parts. We’ll then issue the refund to your original payment method.
Stout Tent reserves the right to refuse refunds for items that don’t match the description outlined in the original return request, or for returned items that do not qualify for return under this policy.
There is no fee for orders that are canceled before shipping. Orders canceled after they have shipped are handled as returns and covered by this policy.
If you are interested in exchanging your product you will first need to contact us by phone or email. We will then direct you to the online returns portal to handle the return portion of your exchange and will work with you to get your new product to you.
If you are exchanging your product for another of equal value, we will ship the replacement product to you once our team has inspected your return. If a refund of any amount is due to you, we will refund it after inspection of the product.
If a restocking fee or other charge is due, you will have the opportunity to pay by phone or electronically. This charge will need to be paid before your replacement item can be shipped.
We ship exclusively with FedEx because of its reliability and robust tracking system. Customers can create tracking alerts, make changes to their delivery, and more through their FedEx account. Products that are lost, stolen, or damaged during delivery are the responsibility of FedEx and are not eligible for return or refund through Stout Tent unless shipping insurance is selected at checkout.
We never want to leave our customers hanging, so we are happy to help you navigate filing a claim through FedEx’s FedEx Claims Reporting program. We also offer some alternative options for recouping your costs in our blog on the topic.
We offer the ability to have your package shipped with direct signature upon delivery. We strongly recommend selecting this option to ensure receipt of your package.
We also offer shipping insurance for an additional $10. Should you choose this option, Stout Tent will replace or refund any product that was damaged or lost during transit.
*The Stout Tent Return Policy only applies to tents and accessories manufactured by Stout Tent. Customers are subject to the manufacturer’s return policy for all drop-shipped products.
Stout Tent is committed to providing the most durable, beautiful bell tents on the market, exceeding industry standards and customer expectations. Our commitment extends to ensuring the products you receive from us live up to the high level of quality, durability, and unmatched performance we’ve set. Should something go wrong, we’ll be right here, ready to work with you to make it right.
The Stout Tent Warranty
Our *lifetime warranty covers all tents we manufacture against any defects in the original materials or workmanship. Should you see an issue with your tent, please reach out to us by phone or email and we’ll be sure to get back to you right away.
Any product that is determined to be defective or not up to our quality standards will be repaired or replaced with the same or similar model at the discretion of Stout Tent. Repairs and replacements covered by warranty will occur at our expense. The cost of delivery and shipping will be the responsibility of the customer. When returning items to Stout Tent, please be sure to include your order number with the product.
This warranty is valid to the original purchaser only, with valid proof of purchase. Please be sure to keep a copy of your original sales receipt or invoice. We may require you to send a copy to us should you wish to file a warranty claim or other return. If we are unable to locate you in our system, and you are unable to provide proof of purchase, this warranty will be invalid.
All products manufactured and sold by Stout Tent on our website (www.stouttent.com) and on our Etsy page (www.etsy.com/shop/stouttent) are eligible for this warranty. This warranty is valid to the original purchaser only, with valid proof of purchase.
*The Stout Tent Warranty Policy only applies to tents and accessories manufactured by Stout Tent. Customers are subject to the manufacturer’s warranty policy for all drop-shipped products.
The Stout Tent warranty covers products that are lost or damaged while shipping, when the delivery address is in the lower 48 states of the US. If your item is delivered and is damaged, please contact us to make return arrangements. Your tent must be returned directly to Stout Tent in the original box or adequate cardboard packaging in unused condition. When returning items to Stout Tent, please be sure to include your order number with the product.
This warranty is applicable only for tents used for recreational purposes. Tents used in long-term setups (standing for greater than 21 consecutive days) do not qualify. For more information on this, please read our “note on long-term setups.”
Defects covered by this warranty are limited to those resulting from the manufacturing process or production errors (stitches, waterproofing, materials used). This warranty excludes holes and punctures, as we cannot determine the cause of these once the tent has been opened and set up, and ordinary wear & tear. Additionally, this warranty does not cover damage arising from (but not limited to) extreme weather, mold, mildew, UV exposure, use of a stove or air conditioner, fire, damage during storage, or improper use or assembly of the tent, and improper maintenance (not following outlined procedures). Finally, this warranty does not cover tents that have been repaired, modified or altered by anyone other than Stout Tent unless the customer has gotten approval from the company first.
Stout Tent reserves the right to change products and designs without incurring any obligation to incorporate such changes into already completed products, or those in the hands of dealers or consumers. Products repaired or replaced under this warranty may or may not incorporate these changes.
How to Submit a Warranty Claim
Submit a warranty claim request by completing our Warranty Request Form. A Stout Tent Team Member will gather more information about your return and determine whether the damage is covered by your warranty. If approved, you will receive an email validating your request and then a member of our team will contact you to discuss return procedures.