Returns & Refunds
We want you to feel confident ordering from RooftopTents.ca. If something isn’t the right fit, we’re here to help make the return process straightforward.
Return Window
Returns may be requested within 30 days of delivery.
To initiate a return, please contact us at info@rooftoptents.ca with your order number and a short description of the reason for the return. Our team will provide return instructions and help guide you through the process.
Return Conditions
To ensure returned products can be resold as new, items must meet the following conditions:
- The product must not be used or installed
- All components, accessories, and hardware must be included
- The item must be returned in its original packaging and protective materials
- Returns must be approved before shipping back
Returns that do not meet these conditions may not be eligible for a refund.
Restocking Fee
A 25% restocking fee may be waived if items are returned in perfect conditions within 14 days otherwise a 25% applies to approved returns. This helps cover inspection, repackaging, and restocking costs associated with large and specialty outdoor equipment. Because rooftop tents and racks are large specialty items that require freight shipping and inspection, approved returns may be subject to a 25% restocking fee.
Customers are responsible for return shipping costs.
Refund Processing
Once your return is received, our team will inspect the item to confirm it meets return requirements.
If approved:
- Refunds are processed within 5 business days
- Funds are returned to the original payment method
- Depending on your bank, it may take 3–5 additional days for the refund to appear on your statement
Damaged or Incorrect Items
Please inspect your package when it arrives to ensure everything is correct and in good condition.
If your order arrives damaged, incomplete, or incorrect, contact us right away at info@rooftoptents.ca so we can make it right.
When contacting us, please include:
- Your order number
- A brief description of the issue
- Photos of the product and packaging
This helps us resolve the situation quickly.
Our Goal
Our goal is simple: help you get out exploring with gear you can rely on. If you have any questions about a product before ordering, we’re always happy to help.
Contact: info@rooftoptents.ca