Welcome to Tentory Store’s FAQ section! We’re here to help answer all your questions about our outdoor gear, shipping, returns, and more. Below you’ll find answers to our most commonly asked questions from fellow adventurers like yourself.
About Our Products
What types of outdoor products does Tentory Store specialize in?
We specialize in high-quality camping and outdoor equipment including:
- Tents and shade shelters
- Camping furniture (chairs, tables, gazebos)
- Camp bedding and mattresses
- Lighting solutions for outdoor use
- Tarps and other camping accessories
- Spare parts for Oztrail products and other brands
Are your products suitable for extreme weather conditions?
Many of our tents, tarps, and shelters are designed to withstand various weather conditions, from strong winds to heavy rain. Specific product descriptions will indicate their weather resistance capabilities. For extreme conditions, we recommend looking for products with higher denier ratings and sturdy frame constructions.
Do you sell replacement parts for camping equipment?
Yes! We understand that sometimes you just need to replace a part rather than buy entirely new equipment. We carry a selection of spare parts, particularly for Oztrail products, including tent poles, pegs, and other essential components.
Ordering & Account Information
How do I create an account?
You can create an account during checkout by selecting “Create an account” option. Having an account allows you to track orders, save your shipping information for faster checkout, and view your order history.
I forgot my password. How can I reset it?
On the login page, click “Forgot password” and enter the email address associated with your account. You’ll receive an email with instructions to reset your password.
Can I modify or cancel my order after placing it?
We process orders quickly to get your gear to you as soon as possible. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t already been processed for shipping.
Payment Options
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is it safe to enter my credit card information on your site?
Absolutely. We use industry-standard SSL encryption to protect all your personal and payment information. You can also choose to pay through PayPal for an additional layer of security if you prefer.
Why was my payment declined?
Payment declines can happen for several reasons:
- Insufficient funds in your account
- Your bank’s fraud prevention measures
- Incorrect card details entered
- Billing address doesn’t match your card’s registered address
Shipping & Delivery
Important Shipping Note: All orders are processed within 1-2 business days (excluding weekends and public holidays). Delivery times begin after dispatch from our warehouse.
What shipping options are available?
We offer two shipping options:
- Standard Shipping (AUD $12.95): Shipped via DHL or FedEx, typically arriving within 10-15 business days after dispatch.
- Free Shipping: Available for orders over AUD $50, shipped via EMS with delivery typically taking 15-25 business days after dispatch.
Do you ship internationally?
Yes! We ship worldwide to fellow outdoor enthusiasts, excluding some remote areas in Asia and other select locations due to carrier restrictions. All international shipments may be subject to customs fees, import duties, or taxes upon arrival in your country, which are the responsibility of the recipient.
How can I track my order?
Once your order has been dispatched from our warehouse in YARPTURK, you’ll receive a shipping confirmation email with tracking information. You can use this tracking number on the carrier’s website (DHL, FedEx, or EMS) to follow your package’s journey to your doorstep.
What if my package is delayed?
While we make every effort to ensure timely delivery, occasional delays can happen due to factors beyond our control like customs processing or local delivery issues. If your package is significantly delayed beyond the estimated timeframe, please contact us at [email protected] and we’ll investigate with the carrier.
Returns & Exchanges
Our Return Policy: We stand behind all our products with a 15-day return policy from the date of delivery.
How do I return an item?
If you’re not completely satisfied with your purchase:
- Contact us within 15 days of receiving your order at [email protected] with your order number and details about the product you’d like to return.
- We’ll provide you with return instructions and the appropriate return address.
- Package the item securely in its original packaging if possible.
- Ship the item back to us (return shipping costs are the customer’s responsibility).
- Once we receive and inspect the returned item, we’ll process your refund or exchange.
What items cannot be returned?
For health and safety reasons, we cannot accept returns on:
- Used sleeping bags or bedding
- Opened or used camping mattresses
- Products that are not in their original condition
- Items damaged due to misuse or improper setup
How long does it take to process a refund?
Once we receive your returned item, we’ll inspect it and process your refund within 5 business days. The time it takes for the refund to appear in your account depends on your bank or payment provider, but typically takes 3-10 business days.
What if my item arrives damaged or defective?
We’re sorry to hear that! Please contact us immediately at [email protected] with photos of the damaged item and your order number. We’ll arrange for a replacement or refund and may provide a prepaid return label for the damaged item.
Contact Us
How can I contact Tentory Store for additional questions?
Our customer support team of fellow outdoor lovers is always happy to help! You can reach us at:
- Email: [email protected]
- Mail: 53 Bailey Street, YARPTURK, AU 3283
Ready for your next adventure? Explore our collections of tents, camp bedding, and outdoor furniture today! Your perfect camping experience begins with Tentory Store.