FAQ
Product information
Why does my green tent label say Khaki or Army Green?
Khaki, Army Green, and the storefront name Forest Green refer to the same product color. Khaki or Army Green may appear on the manufacturer's label, while Forest Green is the marketing name used on our website.
Do you have a physical showroom?
We do not currently have a physical showroom. You can watch detailed product reviews and setup videos on our official YouTube channel and find additional reviews from independent outdoor bloggers.
Orders and discounts
What currency will I be charged in?
You will be charged in the currency selected on the website and shown at checkout: USD or CAD. Review the selected currency and final order total before completing your purchase.
Can I pay for one online order with two different credit or debit cards?
No. A single online order cannot be split between two credit or debit cards at checkout. Please use one card for the full order total. Eligible U.S. customers may use Shop Pay Installments when this option is displayed at checkout.
Can I combine a promo code with a bundle discount?
No. Promo codes and automatic bundle discounts cannot be combined. When you purchase a qualifying bundle, the bundle discount is applied and an additional promo code will not be added.
My promo code expired while an item was out of stock. Can I get a new code?
Yes. Use the discount teaser in the bottom-left corner of the website to request a new promo code.
Do you offer senior, trade-in, wholesale, corporate, or group discounts?
No additional discounts are available for seniors, trade-ins, wholesale purchases, corporate orders, or group orders. Only the discounts and promotions currently published on the website apply.
Can I change or cancel an order after it has shipped?
Contact customer support as soon as possible. If the carrier has already shipped an item that you no longer need, do not open the package. Our support team will explain the next steps for that shipment.
Can I change the shipping address after placing an order?
Yes, but only before the order has shipped. Contact us as soon as possible by calling +1 302 353 4449 or emailing info@hot-tent.com. Support is available Monday-Friday, 8:00 AM-3:00 PM ET, excluding U.S. holidays. Once the order has shipped, we cannot change the delivery address.
Can the store cancel an order flagged as suspicious?
Yes. An order may be cancelled if our security system or Shopify's security system identifies it as suspicious. We may cancel a flagged order without disclosing the specific security reason.
Shipping and delivery
Can I request a signature for delivery?
Yes. After placing your order, contact customer support and request signature service. This service is free for the customer. Contact us as soon as possible so the request can be added before shipment.
Do you offer Route Shipping Protection or separate package insurance?
No. We do not currently offer Route Shipping Protection or separate package insurance at checkout.
Tracking says Delivered, but I cannot find my package. What should I do?
Contact customer support by phone or email. Have your order and tracking information ready so our team can explain the next steps.
What should I do if the shipping box arrives damaged?
A damaged shipping box does not necessarily mean that the product inside is damaged. Our products are shipped in protective transportation packaging, which can show signs of handling during delivery. Inspect the product itself after receiving it. If the product is damaged, contact our support team and provide your order number together with photos or video of the packaging and the product.
Is local warehouse pickup available?
No. We do not currently offer customer pickup from our warehouses in the United States or Canada.
Marketplace purchases
How are Amazon or Walmart returns and warranty claims handled?
Returns for purchases made through Amazon or Walmart must be requested through the marketplace where the order was placed. Warranty claims for those purchases must also be submitted through the same marketplace during the applicable product warranty period.
Warranty support
Is the product warranty transferable to a new owner?
Yes. The remaining product warranty may be transferred to a new owner. The original purchaser must contact our support team from the email address associated with the order and provide the order number and the new owner's email address. The warranty continues from the original purchase date and does not restart after the transfer. This also applies to the lifetime frame warranty for eligible UP Series, Hexagon, and Cuboid tent frames. Warranty claims remain subject to verification and cover manufacturing defects only.
How do I submit a warranty claim for a website purchase?
Contact customer support with your order information, a description of the problem, and clear photos and videos showing the issue. Our team will review the information and explain the next steps.
Does the warranty cover mold or damage caused by storing a tent while damp?
No. Mold and other damage caused by packing or storing a wet or insufficiently dried tent are not manufacturing defects and are not covered by the warranty. Always allow the tent to dry completely before packing and storage.
Contact customer support
Call +1 302 353 4449 or email info@hot-tent.com.
Support hours: Monday-Friday, 8:00 AM-3:00 PM ET, excluding U.S. holidays.