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.