RETURNS
Most products available from Tuff Stuff Overland are returnable and must be returned with all original packaging, paperwork, and parts in new and unused condition. Please fit check the product and be certain your vehicle information (i.e. year, make, model, bed length, etc.) is correct and are compatible with the product specifications.
To return an item purchased directly from www.tuffstuffoverland.com, a Return Authorization Number (RA#) must be requested within 30 days of receipt of the product. When shipping the return, this RA# must be clearly displayed on the package. Items returned without an RA# cannot be refunded or exchanged.
As a courtesy, Tuff Stuff Overland may decide to issue a refund prior to receiving the returned item. If the item fails inspection upon arrival, we reserve the right to reverse the courtesy refund, so please be sure the item(s) qualifies for a full return prior to shipping the item back.
Tuff Stuff Overland is not responsible for damages incurred during product installation or use and will not compensate for any damages due to installation issues, nor reimburse labor charges, installation fees or credit card fees, under any circumstances.
RETURN PROCESS
- Contact a Tuff Stuff Overland Customer Service Representative toll-free at 1.866.220.0171 and let the team know that you'd like to return your purchase.
- Our Customer Service Team will provide you with an RA#, and email you detailed return instructions.
- Clearly display the RA# on the package and return to the address given in the email.
- The customer is responsible for all return shipping costs unless the return is due to manufacturer defect or Tuff Stuff Overland error.
- The original method of payment used to place the order will be credited the purchase price, minus the outbound shipping and return shipping costs. Tuff Stuff Overland will send a confirmation email once the refund has been issued.
Please allow up to 10 business days for your bank to process the credit.
If you receive an item that is defective, damaged or broken, please stop and take pictures right away. Contact Tuff Stuff Overland immediately and we’ll assist in setting up a return.
ITEMS DAMAGED IN TRANSIT (SEE SHIPPING POLICY FOR ADDITION INFORMATION)
If you receive a damaged package, you must refuse delivery and contact customer service toll-free at 1.866.220.0171 or use our Customer Service form (in our website footer) within 3 days of attempted delivery. If you refuse delivery, the order will be returned to us.
If you accept delivery due to concealed damage, contact customer service within 24-48 hours, we will help you file a damage claim with the carrier. Any freight damage reported after 72 hours will be denied by the freight company, and we will not be able to help. And yes, that's 72 hours not 3 days or 3 business days. 72 hours is when the clock starts ticking down. Trust us, not our rules but we and you have to abide by them if you want to be made whole again.
WARRANTY ITEMS
Tuff Stuff Overland guarantees the workmanship of the products we sell for 30 days from the date of receipt. All returned items will be inspected for warranty eligibility. You are responsible for the cost of shipping merchandise to one of our distribution centers for warranty inspection.
Defective parts will be replaced or repaired at our discretion. Please check the product documentation for more information regarding the product warranty policy. Should your product fail after 30 days, please contact our customer service department toll-free at 1.866.220.0171 or and we will assist you in submitting a claim.
Tuff Stuff Overland will not be liable for any indirect, special, incidental, or consequential damages of any kind. We will not be responsible or liable for inconvenience, rental cars, shipping, labor, legal fees, or any other costs incurred while the item is being inspected or replaced.
EXCLUSIONS FROM WARRANTIES
- Purchases made second hand through a friend or enemy, marketplace, or any other source other than directly from our website or one of our authorized dealers
- Purchased made through unauthorized dealers (please contact us if you have questions whether a business is authorized)
- Electrical and computer items
- Any problem from misuse or improper installation
- Damage to your vehicle (if a product falls off due to improper installation we'd consider this beyond the scope of the warranty)
- Consequential costs or damages (storage fees, mechanic fees, car rental fees, , etc.)
- Restocking Fees
Some items require a restocking fee. The fees can range from 15-30% depending on the item. Some items qualify for a refund, minus the restocking fee and any return shipping costs, when returned with all original packaging, paperwork, and parts in new and unused condition.
NON-RETURNABLE PRODUCTS
Some items, including (but not limited to) tents, custom painted items, special ordered items, are not eligible for a return.
If there is a manufacturer defect or Tuff Stuff Overland error, these items may be returned for credit.
These items cannot be returned:
- Tents
- Any product that has been installed or is no longer new
- Opened electrical items
- Custom items
- Closeout or clearance items
- Special order items
Tuff Stuff Overland extends the active return period from 30 to 60 days on orders placed between “Black Friday” (the Friday following Thanksgiving) and Dec 24th. All other return policies and procedures still apply.
PRODUCT INSTALLATION POLICY
Tuff Stuff Overland has no control over the use of any product. Tuff Stuff Overland, therefore, expects the customer to exercise good judgment as to the proper selection, installation, use and maintenance of any product. Tuff Stuff Overland assumes no responsibility for damage or injury of any kind due to any misuse or improper application of any products in any way by any person.
Product FAQs
Tuff Stuff® Product FAQs
Will this tent fit my vehicle?
Roof top tents are not vehicle-specific. It is up to you to do your research. Make sure your vehicle has a stable roof rack that can support the weight of the tent on top, in addition to the people inside. Always refer to your vehicle manual.
Heavy-duty crossbars (left to right) are necessary to support the weight of the tent, and we recommend checking your factory rail system (front to back) to confirm it will hold the weight of your tent and the people inside. Max width of your crossbar should be 3.25" or less so there are no modifications needed to use the provided brackets. If your crossbars are wider than 3.25" you will need to purchase brackets from another source or have them manufactured for you.
Can I run my vehicle and tent through a car wash?
Not unless you're filming something for Instagram and don't care if your tent gets ripped from the vehicle like a category 5 hurricane.
What is the tent made from?
Manufactured from high-quality polyester/cotton windproof fabric.
I woke up and everything was wet inside, I thought this tent was waterproof.
It is, but watch out here comes the science. When you’re camping in colder weather a temperature gradient exists (cooler outside than inside) and so moisture will build up on the tent walls, ceiling, poles, and floor. An Anti-Condensation mat reduces the temperature gradient at the floor and allows moisture to escape. They also help with air flow inside the tent and provide a small amount of extra padding. These "Dry" mats also keep the mildew stink at bay. And be sure to keep those vents open. Trust us on that one.
Can I wash the cover for the mattress?
Yes, you can remove the cover and wash it.
Not unlike, "The Princess and the Pea" I too require an extremely soft mattress. Why don't you sell memory foam mattresses with your tents?
Have you ever fallen into a memory foam bed when it's cold? If so, then you know why we do not offer memory foam mattresses. Cold weather and memory foam are not friends. Not only does memory foam "freeze" up in the cold but it holds moisture and its little friend mold. RTT's have enough issues with condensation (see above). You do not want to add a hard, wet, moldy sponge to the mix.
Can I utilize the RTT access door from any side of the vehicle?
Yes, the roof top tent can fold open from the right or left side of the vehicle or trailer.
Do you include all of the hardware for installation?
Yes, the tent comes ready with all hardware and wrenches but you will need to have the roof top racks ready for installation. Always check the weight capacity of your racks and your vehicle.
How many people can this roof top tent sleep?
Comfortably 4-5 adults but if you have small children they can be placed in between you or in the free annex room that is included. Who are we kidding! Put those kids in the annex room and everyone will have a better trip! Just because you can do something doesn't mean you should.
Is this tent easy to open and close?
Compared to an Alpha, Alpha II or Stealth, no. Compared to other soft shell tents on the market, yes. Once you practice a few times in your driveway, the tent will take approximately 10-15 minutes to assembly. The bulk of that time is setting up the window rods so that the windows have an overhang.
Does this tent hold up in wind and rain?
Absolutely. The tent is waterproof as well as comes with a "Rain Fly" for those long rainy days. When secured correctly the tent will hold up to high winds.
Do I need to clean the tent every time I stop and camp?
No, the driving cover protects the tent. Even though it seems like "things" will get into the tent during travel time it won't. Having said that, we do suggest that once you get ready to hit the trail you open the tent up to "air it out", brush off the mattress protector, and then you are ready to enjoy the outdoor adventures.
Do I need to clean the inside of the tent after camping?
Unless you are blessed with OCD yes. Yes of course you do. Clean it and air it out. You're not a teenager anymore.
Do I need to air out the tent after camping?
Yes, that's why we said it twice. The tent doesn't come with mold but it will move in if you don't air it out after each trip. Your body creates moisture through heat and breathing. Or if you tinkle the bed after too many beers around the campfire. Air out your tent and you'll have it to enjoy for years.
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