How Our Shipping Process Works
All of our tents, except the Meadowlark, ship LTL freight (less-than-truckload) which works differently than standard parcel service. 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 [email protected] 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: While the delivery services are generally good about calling to schedule delivery, we recommend you call them proactively to schedule your delivery.
Receiving Your Roofnest Delivery
When the delivery company arrives, they’ll pull the box off the truck (your tent will be on a pallet) and ask you to sign the delivery ticket to clear the delivery. NOTE: 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:
- 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.
- 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 [email protected].
- 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 [email protected]. We’ll review the situation and discuss the next steps.
Inspecting Your Tent
- 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 you have accepted the delivery, 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. If there is damage to the tent, email photos to [email protected] and we can assist with options for a resolution!
- Note: If damage is 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.
Once you’re ready to install your RTT, please take a few minutes to watch this Installation Video and refer to the Installation Instructions.
Our current delivery time will take approximately 5-13 days from the time of purchase to your door.
