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Frequently Asked Questions

 

Placing your Order

How do I know my order was a success?

  • If you were able to submit your order successfully you will be taken to your order confirmation screen complete with all the details of your purchase.
  • You will also receive an order confirmation email to the email address you provided.

I don't recall seeing an Order Confirmation Page

  • Call Customer Service  and we will take a look.
  • We will make sure all is right by you!

I did not receive a confirmation email.

  • Make sure you check your Junk or Spam Folder.
  • If you still cannot locate a confirmation message please check that an accurate email address was entered.
  • Visit Account Dashboard Page   to confirm.
  • Still Stuck? Contact Customer Service and we will help you track it down.

  • Can I change my order?

  • Unfortunately no. Once your order has been placed we are not able to change it. What we can do is to try to cancel your order so you can place a new one with updated preferences. Please Contact Us as soon as possible if you wish to cancel your order. We work hard to produce and ship your order quickly. This provides a very short window of opportunity to cancel orders.

  • Will I get charged sales tax?

  • For orders shipping within the United States: Local sales tax is assessed for orders shipped to addresses in the United States.


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    Shipping and Returns

    Can I get free shipping?

  • Standard shipping rates apply to every order. To stay informed with all things Rainier Tent has to offer, like Free Shipping Promotional events, make sure you subscribe to our Newsletter.

  • Where's my order?

  • You should have received a Shipment Confirmation email once your order has successfully left our warehouse. Cannot find the email? No problem, you can also track your order status here. If you cannot locate your order number please contact Customer Service and we will help you track it down.

  • When will my order ship?

  • Please allow 2 weeks of production time after your order has been submitted. Want to know your tracking number or if your order shipped? You will receive a shipment confirmation email once your order successfully ships complete. You can view your orders status at any time at your Account Dashboard Page.

  • Am I able to return my order?

  • Returns are allowed as long as the product was not custom and was ordered within 30 days. A restocking fee of 30% will apply. Just follow the instructions of the Return Policy here.

  • Can I cancel my order?

  • Possibly. Production begins as soon as you complete your online order. We will not be able to cancel your order if your request does not make it to the warehouse or factory before your order is processed for shipping.

  • I placed my order with expedited shipping, why don’t I have it yet?

  • Please allow up to 2 weeks for delivery. Once the components of your order are picked and packed for shipment, the delivery method you selected will be executed. You will be sent a tracking email as soon as your order ships complete.

  • Can I exchange one product for another?

  • We are unable to offer an exchange service at this time. Should you wish to exchange an item, simply return the original one for a refund, less the 30% restocking fee. You may purchase the replacement at your convenience, before or after you receive your refund.


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    Warranty, Repairs and Tent Care

    My order arrived damaged. What are my options?

  • If your order is damaged, incorrect, or missing an item, please Contact Us. Expedite resolution by providing all of your order information, as well as the item that was shipped in error or was missing from your order. We will process a replacement shipment and provide return instructions if applicable as soon as possible. If your order arrived defective, but purchased from another retailer, please reach out to the retailer for assistance.

  • Do you have replacement parts?

  • We currently offer replacement parts for vitrually every piece of our tents. Please search through our online store for the items you need or you can contact Customer Service for assistance.


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    Additional Topics

    How can I get a promo code or discount coupon?

  • Sign up for our email list so we can send you info about special offers and new products! Sign up here.

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