How Our Shipping Process Works
Meadowlark (Reg) will ship out UPS and all other tents will ship LTL freight (less-than-truckload) which works differently than standard parcel service and a signature is required. Rocket Shipping is our freight partner who manages all of our LTL shipments.
Once your Roofnest leaves our warehouse in Los Angeles we’ll email you with your shipper’s contact information and a tracking number, called a “PRO” number.
If you have a question or an issue once your tent has shipped contact shipping@roofnest.com and we will work with Rocket to resolve any issues.
Scheduling Your Roofnest Delivery
The freight carrier will call you to schedule the final delivery, and it’s important that you schedule delivery for when you know you’ll be home as you will need to inspect the package for any visible damage and sign for the delivery. Note: The ETA you will see on your tracking is the date it is expected to arrive at the local terminal, not the delivery date. While the delivery services are generally good about calling to schedule delivery, we recommend you call them proactively to schedule your delivery.
IMPORTANT: If the customer requests an address change, the customer will be responsible for any fees that the freight incurs with an enroute address change.
If a delivery appointment is missed by the customer, or if storage fees arise due to a delay in scheduling, the customer will be responsible for any associated freight charges. In cases where storage fees begin without prior communication with us or the carrier, the order will be returned to our warehouse. The customer will then be liable for both the original shipping cost and the return shipping. This will be treated as a customer-initiated return and may be subject to a restocking fee. For full details, please refer to our Returns & Refunds guide.
Receiving Your Roofnest Delivery
Lower 48 States
When the delivery company arrives, they’ll pull the box off the truck (your tent, along with additional purchased accessories, will be on one pallet) and ask you to sign the delivery ticket to clear the delivery.
Alaska & Hawaii
Customer pickup: Deliveries to Alaska arrive at the terminal in Anchorage or Fairbanks (depending on proximity to you), and deliveries to Hawaii arrive at your island’s terminal.
Check Your Package for Damage
IT IS VERY IMPORTANT FOR YOU TO FOLLOW THESE STEPS BEFORE YOU SIGN FOR LTL DELIVERIES:
- Take your time and carefully inspect the box for any visible damage to it or the tent. While it’s rare for any tent to arrive with damage, it, unfortunately, does happen on occasion.
- Note: The driver will not assist in inspection and may even make you feel rushed, but don’t allow him/her to affect your careful inspection. They do not need to wait for you to unbox your tent, they are only obligated to stay while you inspect the packaging of the tent and the packaging of any additional accessories if purchased on the same order.
- If there is no damage, you can accept and sign for your delivery.
If you notice surface damage to the tent box (punctures, indentions, etc.):
- Make sure you report any damage to your tent within 48 hours of delivery to ensure a claim can be filed.
- Take photos of those areas and note the details of what you see on the delivery ticket prior to accepting the delivery.
- Then, take a photo of the signed delivery ticket with the damage noted and email the photos of the damage and signed delivery ticket to shipping@roofnest.com.
- We will review all items noted and work with you to resolve them.
If you notice what you think could be extreme damage, please refuse the tent delivery (the box is smashed up, visible tent damage inside the box, etc.):
- Take photos of the damaged areas, refuse the delivery, and then email photos to shipping@roofnest.com. We’ll review the situation and discuss the next steps.
ALL Tents - Inspecting After Delivery
- Though unlikely, damage can be present on the tent and without box damage. Because of this, it is very important that you unbox and inspect the tent.
- Once your tent has been delivered, make sure to fully unbox and inspect the tent for damage on all sides. If there is damage to your tent, it needs to be reported to us within 48 hours of delivery. Please email photos to shipping@roofnest.com and we can assist with options for a resolution! Please also take note of any missing items.
- If you had additional accessories that were purchased on the same order, please be sure to fully unbox and inspect them for damages or missing items.
- Note: If damage or missing accessories are not reported within 48 hours of delivery, we will not be able to file a claim with the carriers or present you with options for a resolution on the damage. Please do not discard any packaging until a resolution has been provided and accepted.
Once you’re ready to install your RTT, please take a few minutes to watch this Installation Video and refer to the Installation Instructions.
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Damage to Accessories:
Please email shipping@roofnest.com the required pictures below within 48 hours of delivery:
- A photo showing the damaged merchandise, inside the original box, with all the original cushioning (picture should show the placement of the merchandise and packaging inside the box).
- A close-up photo of the shipping label with tracking number on the box (please zoom in enough to read the tracking number).
- A photo of the outside of the box (showing any damage). If there is no visible damage to the box, UPS will ask for a photo displaying the top and 2 sides.
- Picture of damage to item once outside packaging
IMPORTANT: Please retain the package, inner cartons, packing materials, and contents until the claim is resolved. UPS may request additional information, photos, a physical inspection, or the item for salvage.
Tents: Our current delivery time will take approximately 5-13 days from the time of purchase to your door. For orders in AK & HI, please allow approximately 10-21 business days for delivery to the terminal for pickup.
Accessories: Will ship via UPS Ground, and delivery times will vary based on your location. Please allow 5-10 business days from the date of purchase for standard delivery. For orders shipping to AK and HI, please allow 7-14 business days. Shipping times may be affected by carrier delays or other unforeseen circumstances.
