We usually ship within 1-3 business days after receiving your payment. We ship Monday through Friday. Should shipment be delayed for any reason, we will inform you.
In case of your shipping address being different from your billing address (other name and address, address in another country), we reserve the right to contact you via email and ask for confirmation of your shipping address. This is a safety measure to protect you and ourselves from fraud (e.g. somebody else using your PayPal account details without your permission to make a purchase). We will then ship your order within 1-3 days after receiving your confirmation.
Shipping locations
At present, we only ship to the 48 contiguous states of the US, Alaska and Hawaii. We currently do notship to P.O. boxes.
Delivery time
For your own convenience, we have your items shipped to you directly from the manufacturer’s warehouse in Wayne NJ (zip 07470). This ensures that you receive your item in an appropriate time and at the lowest cost possible.
Delivery time varies depending on your location. You can expect your order within 1-6 days from shipment.
Courier services
Our standard courier service is UPS Ground. Expedited rush is available at an extra cost.
Shipping fees
We charge the normal UPS rates. Upon checkout, the shipping calculator in our shopping cart will automatically calculate the UPS rates applicable to your order.
Shipping confirmation and order tracking
We will send you shipping confirmation and your order's tracking information via email. When you have not received your order after 7 working days, please contact UPS with this tracking ID to enquire where your order is.
Please note that it can take up to 2 days for us to receive your shipping confirmation and tracking information from Gigatent. If you do not get this information right away, this does not mean your order has not yet been shipped. However, if you have not received it after 3 days, please contact us at customerservice@familytentsworld.com.
Sales tax & customs
Since Family Tents World.com is an out-of-State seller, we are not authorized to collect New Jersey sales tax from our New Jersey customers.
However, if you do live in New Jersey, please note that your purchase is subject to 7% use tax. Use tax is due on the items you purchased plus the shipping costs. You can pay use tax either when filing your New Jersey Resident Income Tax Return, or complete a Use Tax Remittance. For more information about paying use tax and to obtain the necessary forms, please click here.
If you live in another US state, your order may be subject to your state’s use tax. Use tax will not be collected by us. It is your responsibility to pay it to your state as required.
Order cancellation
If you need to cancel your order for whatever reason, please do so prior to shipping. No additional fee will be charged for cancellation if the item has not yet been shipped.
Please note that cancellations must be made via email to customerservice@familytentsworld.com. We will not cancel an order via the phone. Please make sure to include your name, date of order and order ID, otherwise we will not be able to cancel your order in time.
If your order has already been shipped, you are unable to cancel your order. You may, though, return your item(s) following our return policy guidelines.
100% Satisfaction Guarantee
We would like you to be happy with the product you bought. Therefore, we give you a 100% Satisfaction Guarantee on all our family tents. If you don't like your tent, you can simply return it for a refund. If it arrives damaged, we will replace it or issue a refund. No questions, no hard feelings.
Return Policy
We do understand that sometimes a purchase does not turn out the way you expected. If you are not satisfied with an item, you can simply return it and we will gladly refund you the purchase price. Please note that shipping costs are not refundable.
To ensure that your return can be processed as fast and smooth as possible, we kindly ask you to adhere to the return guidelines described below. If your return does not comply with these guidelines, you are likely to wait much longer for your replacement item or refund, or your return might even be rejected.
What you can return
Items that have not been used
Items that arrived damaged or show a defect, and have not been used
Items that are "not what you were looking for" (15% restocking fee applies)
What you cannot return
Items that have been used
Items whose defects you only noticed after use (we will replace those)
How to return an item correctly
We are operating from South Africa, but our stock is kept by the manufacturer in the US. We have an agreement with Gigatent that if you wish to return an item, you may send it directly to Gigatent. This will ensure that you get your refund or replacement much quicker and at lower costs.
All items must be returned within 30 days from shipment and in the original package.
When returning an item, you are responsible for the return shipping costs. If we shipped a wrong item, please notify us and we will send you a prepaid label. A 15% restocking fee applies for all returns, unless the mistake was on our side.
You may want to insure your return. We cannot be responsible for lost or misdirected returns.
Please email Gigatents office to david@gigatent.com prior to returning an item to obtain an Authorization number, since they will not process returns without Authorization number. Then fill in the return/ replacement part form and send the item, freight prepaid, to:
GigaTents
55 Haul Road
Wayne NJ 07470
USA
In case of returning for a refund, please do notforget to contact us as well, since your refund will be issued by Family Tents World.com. Only returning your item to Gigatent will not result in your refund being issued. We will issue your refund into your Paypal account once we have confirmation from Gigatent that they received the returned item.
What to do when your item arrived damaged
If your item arrives damaged, you can ask for either a refund or replacement. If you chose to return the item, you will be sent a prepaid label for the return shipment.
