Shipping Policy
Require Same Day Shipping?
At CustomTentCo, we understand the importance of timely delivery. From Monday to Friday, we offer same-day shipping on some of our orders that are placed before 3 p.m. EST. We ensure timely delivery because we are aware of the importance of prompt shipping.
What are the shipping locations?
We ship our products across the USA and Canada. Outside of these regions, we require the use of a fridge forwarder and payment by wire transfer. Please contact us or chat with us before placing an order to discuss and make essential arrangements.
What shipping methods do we use?
We offer a variety of shipping methods to get your product delivered in a timely manner. The majority of our customers use our standard shipping method for orders within the USA and Canada. We also work with parcel carriers like FedEx to ensure safe and prompt delivery.
With few exceptions, we provide choices like 6 to 8 days for fast shipping within the US for the majority of our products. FedEx International Economy or International Priority will handle shipments to US territory. Contact us if you would like further details.
We offer 3-5 day and 5-7 day shipping options for Canada, for most of our products. Please contact us before placing an order for a shipping query.
For large items, we use freight carriers or trucks for shipping. This will be mentioned on the product pages.
Premium Delivery
We also offer premium delivery options for select items. If available, you will see the option for premium delivery in your shopping cart. This service allows for delivery inside your premises within a 45-minute window, providing added convenience.
Receiving your shipment
It's important to check the parcels for quality and any potential damage as soon as you receive them. Please indicate any packing damage for product shipments on the bill of lading before the driver departs. It's crucial for all shipments to be opened right away after arrival, checked for damage, and any inconsistencies noted on the documentation you sign as delivery proof (POD).
We ensure your orders are shipped promptly and arrive in perfect condition, so you can enjoy our products without any bother. If you have any special delivery needs or questions, please don't hesitate to contact our customer service team. Every step of the journey, we will be there to help you!
In case you receive a damaged product, please follow these steps:
- Keep all the packing materials, including the inner and outer boxes, and any other materials that came with the package.
If possible, take pictures of the damaged product and packaging. - Notify us within two business days of delivery. Please note that any damage not reported within this time frame becomes the customer's responsibility.
- For freight deliveries, please note any exterior damage on the POD or delivery paperwork. If you find any inside damage, please make sure to record it on the paperwork. Failure to do so could result in the carrier denying the claim.
- If there is evident damage to the merchandise, you may refuse delivery. Please notify us immediately by calling Special Services at (888)647-2526.
Shipping charges are calculated based on the following factors:
- Weight: The shipping charges for ground or expedited orders are based on the actual physical weight of the boxes or the dimensional weight (volume) of the boxes, whichever is greater.
- Destination point: Shipping charges are based on the zip or postal code of the destination.
- Quantity of Boxes: We package all orders in the least amount of boxes necessary with the required amount of packaging to get them delivered safely. We ship and charge based on the least expensive carriers and methods.
- Freight Shipments: Shipping charges for freight/truck shipments are calculated based on NMFC guidelines. The prices quoted include our discounts.
Please note that ground or freight orders may force you to pay a higher shipping cost than what is charged by CustomTentCo. We will not be held responsible for any price differences if you choose to ship your order to your carrier's account. Transit times start the business day after the order ships. Customers can track their orders on our website to see estimated arrival times. Tracking will be available approximately 48–72 hours after shipment.
Many of our items have a published lead time before shipping, separate from the transit time. Lead times for US deliveries are generally longer than those for Canadian deliveries.
Finally, please be aware that the date of delivery is not guaranteed by CustomTentCo unless "day-specific" delivery (expedited shipping) has been chosen. Standard ground estimated transit times are based on the carrier's published transit times and are subject to change by the carrier.
Refunds will not be given for delays on ground shipments or for late deliveries due to weather-related issues or other acts beyond our control on guaranteed 3-day, 2-day, or next-day shipments.