At Tentory Store, we’re passionate about helping you enjoy the great outdoors with quality camping and outdoor equipment. We understand that sometimes things don’t work out as planned, which is why we’ve created this straightforward shipping and returns policy to make your experience with us as smooth as possible.

Shipping Information

Order Processing & Delivery Times

  • Order Processing: 1-2 business days
  • Standard Shipping: Delivered within 10-15 business days after dispatch via DHL or FedEx
  • Free Shipping: Delivered within 15-25 business days after dispatch via EMS (for orders over $50)

Shipping Options

  • Standard Shipping: $12.95 via DHL or FedEx (faster delivery)
  • Free Shipping: Available for orders over $50 via EMS

Note: We ship worldwide except to certain remote areas and parts of Asia. Please contact us if you’re unsure about delivery to your location.

Returns & Exchanges Policy

We stand behind our products just like we stand behind our tents in a storm. If you’re not completely satisfied with your purchase, we’re here to help.

Our Return Policy

  • Returns and exchanges accepted within 15 days of receiving your order
  • Item must be unused and in the same condition as received
  • Original packaging with all tags attached required
  • Proof of purchase must be provided

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Camp Bedding (opened or used items)
  • Oztrail Spare Parts (unless defective)
  • Lighting items that have been used

These exceptions are based on hygiene considerations and manufacturer requirements.

How to Initiate a Return or Exchange

  1. Contact Us within 15 days of receiving your order by emailing [email protected] with your order number and product details.
  2. Wait for Approval – Our customer service team will review your request and send you a Return Merchandise Authorization (RMA) number if approved.
  3. Pack Your Item – Securely package the item in its original packaging with all accessories and documentation.
  4. Ship It Back – Send the package to our return address using a trackable shipping service. Return shipping costs are the customer’s responsibility unless the return is due to our error.

Return Address

Tentory Store Returns
53 Bailey Street
YARPTURK, AU 3283
Australia

Return Shipping Information

  • For international returns (excluding Asia and certain remote areas), we recommend using DHL or FedEx for faster processing
  • Include your RMA number clearly on the package
  • Original shipping fees are non-refundable

Refund Process

  • Refund Method: Issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Processing Time: 3-5 business days after approval
  • Bank Processing: Additional 5-10 business days may be required for the refund to appear in your account

Exchange Process

  • Follow the standard return process above
  • Clearly indicate in your return request what item you’d like to exchange for
  • We’ll ship your replacement item once the return is processed (additional shipping charges may apply)

Damaged or Defective Items

If your camping gear arrives damaged or defective:

  • Contact us immediately at [email protected] with photos of the damage
  • We’ll arrange for a replacement or refund at no additional cost to you
  • In some cases, we may request return of the defective item (we’ll cover return shipping)

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear Tentory Store Team,

I would like to request a [return/exchange] for my recent order (#[Your Order Number]).

Product Name: [Product Name]
Reason for Return: [Brief explanation – e.g., wrong size, defective, changed mind]
[For exchanges only:] I would like to exchange this for: [Product Name and any specifications]

Please let me know the next steps. I’ve reviewed the return policy and confirm the item is in its original condition with packaging.

Best regards,
[Your Full Name]
[Your Contact Information]

Need Help With Your Return?

Our team of outdoor enthusiasts is ready to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 24-48 hours.

Note: This policy applies to purchases made directly through tentorystore.com. For purchases through third-party retailers, please contact them directly for their return policies.