FAQs

SHIPPING FAQs:

Urgent? Contact Us!

Does Roaming Rig offer Free Shipping?

Every item ships FREE. If you do not see free shipping as an option please contact us: sales@roamingrig.com

Am I able to expedite my order with express or next-day shipping?

Depends on the item and depends on the manufacturer.

Make sure you email us to: sales@roamingrig.com in case you need to expedite an order!

Does Roaming Rig ship outside of the United States?

No, we don't. 

Will Roaming Rig ship to AK, HI, or Puerto Rico?

No, we do not. This is due to the high shipping costs. If you want us to make an exception please email us.

If you have a carrier please email us, send us the information and we will gladly change the shipping fee to charge you as little as we can!

Does Roaming Rig ship to PO Boxes or Military APO/FPO addresses?

At the moment, we don't ship to PO boxes, nor do we ship to Military APO/FPO addresses.

What mail carriers does Roaming Rig use?

When it comes to ground shipping or air, we use UPS, FedEx, and USPS. When it comes to freight, we'll also use other carriers such as SAIA, ABF, Pilot Freight, and such.

When can I expect to receive my order?

We generally start processing your order within 1-2 days. It then takes about 5-7 business days to get to your doorstep (please be patient as some of these items are bigger and require special boxing and shipment). 

After that, lead times can vary depending on your location and where it ships from.

For a more detailed view of lead times, view our full Shipping & Returns Policy.

Also, if the order has a lead time, we will contact you to let you know when exactly you can expect to receive it.

Why might my items be shipped using truck freight?

Items such as roof top tents, off-road trailers, and even some platform racks are way too big to ship on traditional delivery trucks. Ground shipping from UPS or FedEx trucks are not able to carry a roof top tent.

If you have any questions about how your order will ship, email us at: sales@roamingrig.com.

Will I need to sign for my order?

In some cases, yes. If the order ships freight you will need to sign for it.

The truck driver will call you 24 to 48 hours ahead of the delivery date to schedule a drop-off time. You will then need to be there to sign the package off. NOT BEFORE INSPECTING IT.

However, there have been cases of carriers failing to call customers. Unfortunately, even if we pay extra, this is a reality we have faced so we prefer to give you a heads-up.

It’s important to pay attention to the tracking number we send you as well as the delivery status the tracking number will provide.

The moment we send you a tracking number it means that more than likely the item is on its way to you.

Other items that ship air or ground, will not require your signature and will be left at your door.

If you have any questions please email us:  sales@roamingrig.com.

How can I get shipping insurance with my order?

We already insure your shipments for free. That's an additional service we offer. However, when we do so if an item is damaged or lost, we need to go through the standard procedure of placing a claim, which can take up to 90 days to be resolved. Generally, they're solved before that, but it can take some time.

Can I change my order's shipping designation after I place my order?

After you place your order, yes. After it shipped, no.

If you want to change the address, please email us to sales@roamingrig.com IMMEDIATELY, or call us at: (480)-372-9900

How do I track my order?

As soon as your order has shipped, we will send you an email with a tracking number. Click on the email and it'll open a page where it will show where the package is. Consider the order shipped the moment we send you an email, or SMS, with the tracking number.

Please keep in mind the carrier's website might take up to 72 hours to update. However, if the tracking has been sent, it's because the order has been picked up and it's shipped.

You can also click the tracking code on that same page, and it'll lead you to the carrier's website (UPS, FedEx, etc). 

I never received my order and shows that it was delivered. What should I do?

• The first thing you must do is inform us. We will check and make sure it shows as delivered and that it's not a problem from the carrier's website.
• The second thing is to contact the carrier. We will gladly help you with that. Pressure from both sides always leads to a faster solution.
• The third thing to do is to file a police report at your local precinct, it usually takes only 15 minutes, and it'll make sure we have evidence of a missing or stolen package, so we can win the claim against the carrier.

With those 3 steps, we can together decide on the best solution for you!

RETURNS FAQS:

Does Roaming Rig accept returns?

We do accept returns within 30 days of the item being delivered. You have 30 days to send back your product to either get a refund or an exchange.

We don't accept returns AFTER 30 days.

We don't accept returns for products that have been used, installed, unboxed, or damaged by you.

For you to return an item these criteria must be met:

• No more than 30 days have gone by since you received it
• The product must be unused and in the original package
• We need to get pictures beforehand, to approve the return
• We will give you a Return Merchant Authorization number (RMA)
• You will pay for the shipping back
• If the item has a manufacturing defect, it's covered by warranty, or was refused by you when delivered, we do accept returns, free of charge, and we will take care of it.

Does Roaming Rig charge restock fees?

Yes, a 15% fee will be charged for restocking, BUT not on damaged items. 

If the order has already shipped and the customer still wants to cancel it, there will be a fee for the cost of shipping the item back to the warehouse it shipped from

An order is considered shipped the moment we send you an email with the tracking number. Please bear in mind, that carrier websites might take up to 72 hours to update the tracking information, but if the tracking email is sent, is because the item has been picked up by the carrier.

If you don't see your tracking updated, please contact us between our working hours, and one of our agents will help resolve the issue. You can also call the carrier's phone number on their website, they can also locate your package with the tracking number we provided.

Where do I return my item(s)?

Before you return any item, we need to send you the exact address of the warehouse it'll be returned to. We ship from different warehouses around the country, so it will depend on the item or the location where you should send it.

Before you send it back, you need approval from us, and we will also give you a Return Authorization Number (RMA) for you to label the package.

What are the shipping charges for returning an order?

If you want to return your order for any problem other than a manufacturing defect or warranty, then you will have to cover the costs of shipping it back to the warehouse. 

The exact cost depends on the rates of the carrier you want to use.

On top of that, depending on the item restocking fees may apply.

Why do I need a return authorization number (RMA)?

You need an RMA because the warehouse needs to know what an item is and what is related to when it comes in. Also, we need to know exactly where your package is when it gets sent back, so we can inspect it.

If it gets sent without an RMA, it makes it harder for us to identify your package, and it can lead to waiting longer before you get refunded.

Am I liable for the return shipping charges?

Yes, you must cover the shipping costs, and you will be liable if the item gets damaged when returned to us.

What is the reason I might need to provide pictures of the product before shipping?

Take as many pictures as you can of the item you are returning. Make sure it's in good shape and take pictures before you ship it. That way, if damaged, you have grounds for a claim with the carrier.

I can't print my return label. What should I do?

If you want to return an item for a manufacturing defect or a warranty problem, we will send you a return label. You can print it at home, or if you don't have a printer, you can print it at the local FedEx or UPS center.

If you are the one covering the return costs you will need to buy the label. We recommend you print it at your local FedEx or UPS center.

How soon can I get a replacement or exchange?

If you send an item back to exchange it, it can take up to 30 days for you to get it back if the item is in stock. We first need to receive the original order, inspect it, and once approved for a return, we can exchange it.

If it's not in stock, we will let you know and you will be made aware of the lead time before you even return yours.

If it has a manufacturing defect or is covered by warranty, we will send you a replacement, the moment you send back the original defective item

How long will it take to receive my refund?

To receive a refund, we must have your item at the warehouse, and inspect it to make sure it's in great condition. Once the return has been accepted, we'll issue a refund minus the restocking fee.

We need 5 business days after receiving the returned item to inspect it, then a refund will be issued, and it will take from 3 to 5 business days for your bank to issue the refund to your account.

We will send you a confirmation email once the refund has been made from our end.

If 5 days have gone by and you haven't gotten the refund, call your bank. 

The product was a gift. How do I return it?

Simple, please email us at sales@roamingrig.com with the item you have and when it was gifted to you. We will then see what order number it was and we will help you handle it!

 

DAMAGED ORDERS:

My order got damaged during shipping. What should I do?

If you see the package is damaged, do NOT sign it, do NOT accept it, and REFUSE delivery. You will have to note to the driver you are refusing it for clear and noticeable damages, and we will replace it immediately.

If it was dropped at your doorstep, and it's damaged, do NOT open the box, send us pictures immediately, and we will handle it.

If after opening it, you find damage, then send us pictures, and we will file a claim.

Please, understand that if a package is damaged during shipping, it is NOT our responsibility, but the carrier's. If you accept the delivery, and it's damaged, we will file a claim and help you, but, it takes time to win the claim and we will not be able to replace the item(s) or refund you until the claim is resolved. That is if we win the claim, which is not guaranteed. To help us win the claim, take as many pictures as you can and be PATIENT.

FINANCING & PAYMENT OPTIONS FAQS:

What payment options do you offer?

We have quite a few different payment options:

We accept ALL credit cards

• PayPal
• Amazon Pay
• Google Pay
• Apple Pay
• Financing through Shop Pay
• Financing through PayPal

Is my card information safe with you?

Absolutely. We use an SSL Certificate, which means we DON'T store your credit card or financial information. We never see it. 

Do you offer financing?

Yes, we do. We have 2 financing options:

• PayPal
• Shop Pay

PRODUCT & TECHNICAL FAQS:

Do we offer a Military Discount? 

Yes! Please email us at: sales@roamingrig.com

Do you offer any Warranties?

Of course, we do. But warranties vary from item to item, from brand to brand, and there are different scenarios. Therefore, if you have any warranty questions or issues, email us at: sales@roamingrig.com

Mon-Fri: 9 AM–6 PM PDT

Sat: 10 AM –4 PM PDT

Sun: 9 AM–4 PM PDT