roof top tent Warranty & Shipping

Warranty Policy:
OPENROAD Limited Warranty
When you purchase an OPENROAD Roof Top Tent, we want you to have an excellent experience in purchasing, installing, and using the roof top tent. We offer a two-year limited warranty to the original purchaser to protect against manufacturer defects that may occur under normal use, including craftsmanship, parts, and materials.
During this initial stage, OPENROAD will, at our discretion, correct any issues by providing free replacement repair materials. Please note: Currently, OPENROAD does not have offline repair shops, so we are unable to provide direct repair services. Once customers receive the repair materials, they will need to perform the replacement themselves.
After the two-year warranty period, for failures caused by normal use, we will replace parts, materials, etc., based on the specific circumstances. OPENROAD does not cover problems caused by user errors, negligence, or force majeure. The limited warranty does not cover cosmetic changes, such as discoloration or variations in the shell or tent material. However, we will work with you to obtain replacement parts and provide assistance with repairs as much as possible.
It is the responsibility of the customer/owner to perform regular maintenance and upkeep to ensure their OPENROAD can achieve the expected lifespan. If an item is deemed "improperly maintained," warranty coverage may be denied.
If you encounter any issues with your OPENROAD after the warranty period, you can rely on our excellent customer support. We can provide spare parts (poles, awning poles, zippers, etc.), offer repair suggestions, and generally work with you to keep your OPENROAD in optimal condition for the years to come!
Additionally, please note that your photos or videos are necessary for arranging the replacement of repair materials during the warranty period.
Upon submitting a warranty claim, you can expect our team to contact you within 2-3 business days to provide further assistance after reviewing your warranty claim. The warranty process may take 3-5 weeks to complete.
Due to the high cost of transporting OPENROAD tents from the warehouse to the customer's delivery address, we do not offer returns for delivered OPENROAD tents.
Order Cancellation or Address Change:
Any orders canceled before shipment may be subject to a 3.5% handling fee.
Once a tracking number is generated, you will be responsible for any costs incurred due to address changes or order cancellations. Depending on the circumstances, these costs may range from $50 to $500 (or more), plus a 20% restocking fee if applicable. Shipping fees are non-refundable.
Shipping Policy:
We provide free delivery of your OPENROAD Roof Top Tent through public carriers. Please note that you need to be present during the delivery of the roof top tent. The carrier will call to confirm the delivery time, and the estimated delivery time is approximately 1-2 weeks after the carrier picks up the roof top tent you ordered from OPENROAD.
Expected Steps:
The delivery company will call you to schedule a delivery appointment.
Your roof top tent will be delivered curbside at the end of your driveway.
Arrival of the Roof Top Tent:
We recommend inspecting your OPENROAD Roof Top Tent before the delivery driver departs.
If there is any damage to the roof top tent, please note it on the freight bill, as this will aid in the replacement/return process if your roof top tent is refused.
Please understand that the driver is not responsible for bringing the roof top tent to your garage, house, backyard, or any other location from the curb.
Additionally, the driver will not assist in unpacking or setting up the roof top tent.
Delivery services for roof top tents are not available in Alaska, Hawaii, or Rio de Janeiro.
Local Pickup:
If you choose local pickup, our warehouse is located at 6501 Flotilla St, Commerce, CA 90040 and 244 Belmont Dr, Somerset, NJ 08873
Contact person:Dash, and you can pick up the tent from Monday to Friday, 9 AM to 4 PM (excluding public holidays). Please call two days in advance to schedule your pickup time so that we can have your order ready. Please note that you must pick up the order according to the scheduled time, or a $250 outbound operation fee will be charged.
When your items are ready for pickup, the carrier will contact you to arrange the delivery. If for any reason your shipment cannot be delivered (including but not limited to undeliverable addresses, failure to request a lift gate in advance, responsible party unable to sign for the shipment, or carrier unable to contact or arrange a delivery appointment with you), you are responsible for any return shipping fees or storage charges incurred.
Try not to be intimidated by the driver.
They cannot leave until you have signed the delivery receipt or bill of lading (no matter how rushed or delayed they may be). The carrier's driver should assist you in receiving your shipment and answer any questions you may have. When your driver is present, compare the number of items you receive with the carrier's freight bill. Once you are satisfied with the condition and quantity of the goods, you can sign the delivery receipt. The driver will provide you with a copy, which will serve as your receipt for the delivery. If one is not provided, please request one, as it is your right. The bill of lading or freight bill is the only document that signifies the arrival of goods at your location, and without this document, we cannot hold anyone else responsible for damaged or missing items.