Bigtent Outdoors Shipping Policy

1. Shipping Availability

We deliver to residential and commercial addresses in all provinces of Canada, most states in the United States, and selected countries around the world.

We ship to a selection of international destinations (not all countries). Shipping eligibility by country can be found in the navigation menu. If you can’t find your country in the drop down, please ask us whether it can be shipped by starting a chat in the bottom right corner.

2. Shipping Cost Estimation

Shipping fees are calculated during checkout based on the product type, quantity, and destination.

To estimate the shipping cost before completing your order, simply add the item to your cart and enter your postal code in the shipping estimate field.

If your order includes both items eligible for free shipping and those that are not, shipping charges will apply only to the items that do not qualify for free shipping.

3. Order Cut-Off Time & Processing Schedule

Orders placed before 1PM PST on business days (Tuesday through Friday) are prioritized for same-day shipping, but may be shipped the next business day depending on carrier pickup schedules.

Most orders ship from British Columbia (BC).

4. Shipping Confirmation & Tracking

Once an order is shipped, a shipping confirmation email will be sent including order details, a tracking link, and an estimated arrival date. Customers can track their order status in real time.

5. International Shipping Customs Duties

Customers are responsible for any import duties, taxes, or brokerage fees associated with cross-border shipments according to customs regulations of your country. For detailed information, please check with your country authority.

*Battery products cannot be shipped via air transport.

6. Shipping Package Protection (SavedBy™ Package Protection)

Bigtent Outdoors recommends SavedBy™ Package Protection for all deliveries.

By opting out at checkout, Bigtent Outdoors is not liable for lost, damaged, or stolen items.

Customers ordering for showroom pickup should remove SavedBy™ Package Protection at checkout.

For more details on SavedBy™ Package Protection coverage and policies, please visit: https://savedby.io/policies.

SavedBy™ Package Protection provides:

• Coverage for lost, damaged, or stolen packages
• Fast claim resolution & 24/7 support
• File A Claim
• User Privacy
• Terms of Service

7. Regions with Additional Shipping Fees

Extra charges may apply to remote or hard-to-access areas.

For example;

Canada: Yukon, Newfoundland, and certain rural areas

USA: Alaska, Puerto Rico, Hawaii

We are committed to transparency in our shipping practices. And we are happy to provide detailed information on any additional fees that may apply to your order by email after checkout.

8. Special Shipping Conditions

8.1. Shipping to P.O. Boxes and Rural Areas

Only Canada Post Standard is available.

Please allow additional delivery time.

Some cases may require an additional delivery fee.

8.2. Order Pickup (Showroom)

Orders may be picked up from:

904 Sherwood Ave, Coquitlam, BC V3K 1A6, Canada

Shipping fee will be refunded upon pickup.

Business hours: Tue-Sat 10am-7pm PST

8.3. No Redirect Policy

Please ensure your shipping address is correct.

Orders cannot be redirected once dispatched.

9. Product-Specific Shipping Policies

9.1. Jackery Products

• Shipping available to Canada only
• Fees calculated automatically at checkout

9.2. iKamper Rooftop Tents

• Shipping to Canada only
• Delivery time: 1–3 weeks
• iKamper rooftop tents are heavy items and may require additional manpower during receipt. It's advisable to seek assistance from family or friends.
• inspect the product and note any damage on the driver’s receipt and contact us for assistance.

For items that are too large or fragile to be shipped via Canada Post, UPS, or CANPAR, we have a partnership with FASTFRATE, a specialist in large parcel freight transportation and delivery.

Please make sure to inspect the contents of the delivery during the delivery. If you have any concerns regarding the condition or packaging of the ordered items, please describe the issue on the delivery receipt provided by the driver and contact us for assistance.

10. Taxes by Province/Territory (Canada)

Bigtent Outdoors collects applicable taxes based on shipping destination.

11. Bigtent Direct™ Shipping Policy

Bigtent Direct™ has independent policies. Orders through Bigtent Direct™ may involve different carriers, timelines, and delivery terms. Make sure to review Bigtent Direct™ shipping policies carefully when ordering through Bigtent Direct™.

Please see Bigtent Direct**™ Policy here.**

General Warranty policy

If you ever experience an issue with one of our products, please contact us via Live Chat, click “Warranty” button, and follow the instruction. We'll do our best to solve the problem as soon as possible.

Note

 This warranty applies only to customers who purchased directly from Bigtent Outdoors or an authorized dealer. Warranty does not cover second-hand purchases and clearance-sale items.

1. Bigtent Direct™ Warranty

Eligibility: Products with confirmed manufacturing defects are eligible for free repair or replacement, in accordance with the manufacturer's warranty policy.

Shipping Costs: Round-trip shipping costs for warranty claims are covered by Bigtent Outdoors Ltd. or the manufacturer.

Exclusions: Warranty does not cover: Damage due to misuse or negligence, unauthorized repairs or modifications, normal wear and tear.

2. Claymore Warranty (2 Year Warranty)

Bigtent Outdoors Equipment Ltd. no longer processes warranty claims for Claymore branded products. For any warranty-related inquiries, please contact the brand directly at www.claymoreoutdoor.com.

Claymore's warranty does not cover:

• Expired warranty period
• Misuse or improper handling
• Unauthorized repairs or disassembly
• Power supply or cable issues
• Natural disasters

3. iKamper Warranty

As of March 31, 2025, Bigtent Outdoors Equipment Ltd. is no longer a dealer for iKamper. Warranty claim procedures vary depending on your date of purchase:

🔹 For purchases made on or before March 31, 2025
If you purchased your iKamper product on or before this date, it was during Bigtent's official dealer partnership with iKamper. Therefore, all warranty claims should be processed through iKamper Canada, in accordance with the brand’s global warranty policy.

To request service or assistance, please contact iKamper Canada directly at:
👉 iKamper Warranty Claim

🔹 For purchases made on or after April 1, 2025
All iKamper warranty claims for products purchased through Bigtent Outdoors Equipment Ltd. after this date will be fully supported and processed by Bigtent Outdoors Equipment Ltd.

We are committed to ensuring that customers continue to receive the full benefits of their warranty coverage without disruption. Please rest assured that we will handle all qualifying claims with the same or even better level of care and accountability expected from iKamper.

To begin a claim, please contact our support team:
👉 [Chat with us]

[Bigtent’s Warranty Coverage for iKamper Products]

Roof Top Tents (2-Year Limited Warranty)

Bigtent offers a limited warranty for a period of two years from the date of purchase. During this time, we will provide replacement parts for any manufacturing defects, at our discretion, free of charge. However, installation of these parts is the customer’s responsibility.

Please note that the warranty does not cover the following:

• UV-related damage to fabric or gel coat
• Wear and tear from normal use, including cosmetic imperfections (e.g., discolored vinyl windows, surface scratches, or dents on the tent shell)
• Damage resulting from improper use, accidents, or negligence
• Weather-related damage (such as from wind or storms)
• Cosmetic changes that do not affect the tent’s functionality
• Any modifications or repairs made by the customer without authorization

Kitchen Systems, Sleep Systems & Rooftop Tent Accessories (1-Year Limited Warranty)

For accessories and systems related to cooking and sleeping, Bigtent provides a one-year limited warranty from the date of purchase. Defective products or components will be replaced at our discretion at no additional cost to the customer.

However, this warranty excludes the following:

• UV damage to fabric or painted surfaces
• Normal wear and cosmetic damage from regular use
• Damage due to user error, accidents, or misuse
• Weather-related incidents such as storm or wind damage
• Changes in appearance that do not affect the product’s performance

4. Jackery Warranty (2 Year Warranty)

Bigtent Outdoors will replace any Jackery product that fails to operate during the applicable warranty period due to defect in workmanship or material. A replacement product assumes the remaining warranty of the original product.

Jackery Warranty does not cover all issues, such as the ones below:

• Misused, abused, modified, damaged by accident, or used for anything other than normal consumer use as authorized in Jackery's current product literature.
• Attempted repair by anyone other than an authorized facility
• Any product purchased through an online auction house.
• Jackery's warranty does not apply to the battery cell unless the battery cell is fully charged by you within seven days after you purchase the product and at least once every 6 months thereafter.

5. Nanga Warranty (Lifetime Warranty)

Lifetime Warranty: If the sleeping bag needs to be repaired, Nanga headquarters(in Japan) will provide the repair or replacement for defective parts at no cost. The round-trip shipping costs need to be paid by the customers. Chat with us to get the support for the Nanga Warranty.

Nanga warranty does not cover all issues, such as the ones below:

• Damage caused due to the user’s mishandling, abuse, or improper operation.
• Damage caused by arbitrary or personal repair or disassemble at an unauthorized service center.
• Damage caused by a natural disaster.

6. Front Runner Warranty

• Policy: Please review this page.
• Contact us via Live Chat, click “Warranty” button, and follow the instruction.

7. Pelican Warranty

• Policy: Please review this page.
• Contact us via Live Chat, click “Warranty” button, and follow the instruction.

8. Hydro Flask Warranty

• Policy: Please review this page.
• Contact us via Live Chat, click “Warranty” button, and follow the instruction.

Thank You for Shopping at Bigtent As with any shopping experience, we understand that sometimes a product may not meet your expectations. In that unlikely event, we invite you to review the following terms related to return and refund.

1. Order Cancellations

To cancel your order, please contact us via:

• Live Chat: Click here to chat

Please include your order number and relevant details. Our team will process your request as quickly as possible.

1.1 Pre-shipping Cancellations

• Orders canceled before shipping will incur a 3.5% transaction fee.
• This fee covers payment processing and administrative costs, and will be deducted from your refund.
• This charge originates at the time of purchase and is non-recoverable from the payment processor.
• If the cancellation is due to change of mind, the same fee applies.
• Refunds may take up to 10 business days to appear in your account.

1.2 Post-shipping Cancellations

If your order has already been shipped, it can no longer be canceled. However, once the item is delivered to you, you may initiate a return request in accordance with our return policy.

Please note:

• You cannot cancel an order that has already shipped.
• Instead, you must wait until the product is delivered, and then follow the return process.
• All shipping costs, including both the original shipping fee and the return shipping fee, are non-refundable and will be deducted from your refund.

1.3. Rooftop Tents

• Due to their size and shipping logistics, rooftop tents cannot be returned or refunded once the shipping started or picked up.
• However, if you wish to cancel your order before we ship out, we are able to cancel and refund the amount with a deduction of 3.5% of transaction fee.

1.4. Address Changes

• If you request an address change after receiving a shipping confirmation, any additional re-consignment or holding fees will be your responsibility.

2. Return

2.1 Change of Mind / Mistaken Order Return - General

Once your return request has been approved, and after the return shipment has arrived back at our warehouse, we will replace or refund your order, excluding shipping costs and transaction fee, within 30 days of receipt.

• Please be aware that original delivery shipping fees are non-refundable and all shipping costs, including return shipping to our warehouse, are the customer’s responsibility.
• All returned items must be in brand-new, unused, and resalable condition, and must be returned in their original manufacturer’s labeled packaging.
• A 3.5% transaction fee will be deducted.
• In some cases, your return may be subject to a restocking fee, particularly for large and heavy items.

Note: Bigtent Direct products has a separate return policy. Check Here

2.2 Situations Where Only Partial Refunds Are Granted

Partial refunds may apply in the following cases based on the product condition:

• Original condition / Resalable: Eligible for a full refund of the product price.
• Opened box / Unused: Eligible for a 90% refund of the product price.
• Damaged packaging / Unused: Eligible for an 80% refund.
• Missing product protections / Unused: Eligible for a 50% refund.
• Product damaged / Used: Refunds are not available.

Please note that shipping fees and a 3.5% transaction fee are non-refundable and will be deducted from the refund amount.

Only regular-priced items may be refunded.

Unfortunately, sale items cannot be refunded.

2.3 Return Procedure

To return a product, please follow these steps:

1. Contact us via Chat to request a return.
2. We will generate and send you a return label.
3. Make sure you have the correct return address and receive your return authorization.
   ```
   Return Address
   Bigtent Outdoor Equipment Ltd.
   904 Sherwood Ave, Coquitlam, BC, Canada V3K 1A6.
   ```
4. Securely repackage the product in its original packaging, ensuring it is in new, resalable condition, and attach the provided return label.
5. Ship the package using the provided carrier and retain the tracking information. We are not responsible for items lost in shipping.
6. Once our warehouses confirm that they have received it back in resalable condition, we will process the refund.

3. Refunds

Once we receive and inspect your return, we will notify you if your refund request is rejected. If approved, your refund will be processed, and the credit will be applied automatically to your credit card or original payment method within 10 business days.

4. Bigtent Direct Refund/Return Policy

See Bigtent Direct Policy

This Privacy Policy describes how your personal information is collected, used, and shared when you visit or make a purchase from bigtentoutdoor.com (the “Site”).

Personal Information We Collect
When you visit the Site, we automatically collect certain information about your device, including information about your web browser, IP address, time zone, and some of the cookies that are installed on your device. Additionally, as you browse the Site, we collect information about the individual web pages or products that you view, what websites or search terms referred you to the Site, and information about how you interact with the Site. We refer to this automatically-collected information as “Device Information”.

We collect Device Information using the following technologies :

• “Cookies” are data files that are placed on your device or computer and often include an anonymous unique identifier. For more information about cookies, and how to disable cookies, visit http://www.allaboutcookies.org.
• “Log files” track actions occurring on the Site, and collect data including your IP address, browser type, Internet service provider, referring/exit pages, and date/time stamps.
• “Web beacons”, “tags”, and “pixels” are electronic files used to record information about how you browse the Site. 

Additionally when you make a purchase or attempt to make a purchase through the Site, we collect certain information from you, including your name, billing address, shipping address, payment information (including credit card numbers, Paypal account number), email address, and phone number. We refer to this information as “Order Information”.

When we talk about “Personal Information” in this Privacy Policy, we are talking both about Device Information and Order Information.

How Do We Use Your Personal Information?
We use the Order Information that we collect generally to fulfill any orders placed through the Site (including processing your payment information, arranging for shipping, and providing you with invoices and/or order confirmations). Additionally, we use this Order Information to:

• Communicate with you;
• Screen our orders for potential risk or fraud; and
• When in line with the preferences you have shared with us, provide you with information or advertising relating to our products or services.

We use the Device Information that we collect to help us screen for potential risk and fraud (in particular, your IP address), and more generally to improve and optimize our Site (for example, by generating analytics about how our customers browse and interact with the Site, and to assess the success of our marketing and advertising campaigns).

Sharing Your Personal Information
We share your Personal Information with third parties to help us use your Personal Information, as described above. 
For example, we use Shopify to power our online store--you can read more about how Shopify uses your Personal Information here: 
https://www.shopify.com/legal/privacy.

We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here:
https://www.google.com/intl/en/policies/privacy/.

You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

Finally, we may also share your Personal Information to comply with applicable laws and regulations, to respond to a subpoena, search warrant or other lawful request for information we receive, or to otherwise protect our rights. 

Behavioral Advertising
As described above, we use your Personal Information to provide you with targeted advertisements or marketing communications we believe may be of interest to you. For more information about how targeted advertising works,
you can visit the Network Advertising Initiative’s (“NAI”) educational page at http://www.networkadvertising.org/understanding-online-advertising/how-does-it-work.

You can opt out of targeted advertising by using the links below :

• Facebook: https://www.facebook.com/settings/?tab=ads
• Google: https://www.google.com/settings/ads/anonymous
• Bing: https://advertise.bingads.microsoft.com/en-us/resources/policies/personalized-ads

Additionally, you can opt out of some of these services by visiting the Digital Advertising Alliance’s opt-out portal at: http://optout.aboutads.info/.

Do Not Track
Please note that we do not alter our Site’s data collection and use practices when we see a Do Not Track signal from your browser. 

Your Rights
If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below. 

Additionally, if you are a European resident we note that we are processing your information in order to fulfill contracts we might have with you (for example if you make an order through the Site), or otherwise to pursue our legitimate business interests listed above. Additionally, please note that your information will be transferred outside of Europe, including to Canada and the United States. 

Data Retention
When you place an order through the Site, we will maintain your Order Information for our records unless and until you ask us to delete this information.

Currency Conversion
By using our website, you (the visitor) agree to allow third parties to process your IP address, in order to determine your location for the purpose of currency conversion. You also agree to have that currency stored in a session cookie in your browser (a temporary cookie which gets automatically removed when you close your browser). We do this in order for the selected currency to remain selected and consistent when browsing our website so that the prices can convert to your (the visitor) local currency.

Changes
We may update this privacy policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal or regulatory reasons.

We want to ensure that you are happy with your shopping experience. With that said, Bigtent Outdoors will attempt to price match your purchase if a competitor offers it at a lower price.

Price Matching

• If a product purchased through us is available for a lower price, please refer us to the product page (URL link), and we will attempt to match it’s price.
• This does not apply to price differences from the source of our website. It may take a few days for the price adjustment to take effect on Google Shopping.

Note* The product must be exact and in-stock to validate the price protection

Price Protection

• If one of our products has a price drop within 30 days of purchase, contact info@bigtentoutdoors.com with your original order number and Invoice.
• Bigtent Outdoors will create a Store Credit (a coupon code) for the difference in price, excluding taxes and shipping.
• Store Credit cannot be used in combination with other coupon codes.
• Store Credit will expire in 6 months after activation.
• Price Protection does not include Clearance sales, Holiday sales, Black Friday, and Flash sales events.

At Bigtent Outdoors Equipment Ltd., we offer exchange options under specific conditions to ensure a smooth and fair process for all customers.

1. Exchanges Before Shipping or Store Pickup

Exchanges can be requested before your order has been shipped or picked up from the store.

• If the requested exchange results in a partial refund (e.g., switching to a lower-priced item), a 3.5% transaction fee will be deducted from the refunded amount.

To request a change, please contact our team via Live Chat with your order number and the details of your requested item.

2. Exchanges After Shipping or Store Pickup

Once an item has been shipped or picked up, direct exchanges are not processed.

Instead, please return the item according to our Return/Refund Policy, then place a new order for the replacement product.

Please note:

• Return shipping costs are the responsibility of the customer.
• All returned items will be inspected upon receipt. Refunds may be issued in full or partially based on item condition.
• A 3.5% transaction fee may be deducted from the refund amount if applicable.
• Customers are advised to review our full Return & Refund Policy before proceeding.

For any exchange-related inquiries or assistance, please contact us through Live Chat.