Frequently Asked Tent or Camping Product Questions (FAQs)
Below are some of the most frequently asked tent or camping product questions asked by our customers. If you do not see the answer to your tent or camping product question or want a further explanation please contact our friendly and knowledgeable customer support staff via email or our toll free number and they will promptly answer your tent or camping product questions.
Do you manufacture custom tents?
We design and manufacture custom tents in quantity to your specifications upon request. We cannot manufacture just one or a few custom tents due to the setup requirements at our factory so the minimum order quantity will vary based on the size of the tent. Please visit our commercial tent product web site at http://www.pinnacletents.com
Can you add a stove jack to your canvas tents?
Our standard canvas tents do not have an option for a stove jack and we cannot add one since these tents are already boxed and ready to ship. You can modify our canvas tents but please note that any modifications will void the warranty.
Do you offer a warranty on your products?
Unless otherwise noted in the tent or camping product specification sheets where the warranty may be longer, the minimum warranty period for all of our tents or camping products is one year for any defect related to material or workmanship. If the item you ordered is defective then we, as the manufacturer, will handle this under our warranty. Notify Customer Service immediately via e-mail or the toll-free number so that we can provide parts to correct the defect.
How do I know if a product is available?
We update our website on a daily basis to reflect current product availability, inventory, and prices. If an item is indicated as sold out it will be available for back-order or pre-order.
Do you have a Return Policy?
- If the tent or camping product arrives to you in a physically damaged condition, be sure to save all the packaging so that we can file a claim with the shipper. Notify Customer Service immediately via e-mail or the toll-free number so the item can be replaced. We will have the tent or camping product picked up at our expense and a replacement will be sent immediately.
- If the item you ordered is defective then we, as the manufacturer, will handle this under our warranty. Notify Customer Service immediately via e-mail so that we can provide parts to correct the defect.
- If for some other reason, you are not happy with the product you ordered, you may return it within 30 days of receipt of the product for a refund of the purchase price less applicable shipping. The item must be in the original packaging just as you received it. The product shall not have been used. Request a return authorization number (RMA) via e-mail.. The RMA number must be noted on the outside of the package you are returning or it will not be accepted. If the item is returned simply because you do not like it you are responsible for all shipping charges including the actual cost (even if it was FREE) of the outgoing shipping and the return shipping.
What can I expect when I place an order?
When you complete the secure order form and click on the “submit” button you will receive an email confirming your order. The email will confirm the product that you ordered and the cost of the item. For orders placed before noon AZ time on Monday-Friday (holidays excepted), we ship the same day. Ground shipping time is typically 5 business days or less anywhere within the contiguous USA. You will receive a shipment confirmation via email with the shipper tracking number when your order is shipped.
Do you have a store where I can see the tent or camping products?
We are a manufacturer and all of our products ship directly to you from our warehouse. This allows us to keep our prices as low as possible. We maintain detailed specification sheets of all of our products on our website. If you need additional information to make an informed decision please email or call our knowledgeable customer service staff to assist you. As always, your satisfaction is guaranteed by our return policy.
Can I pick up my order at your warehouse to save the shipping charge?
Yes, you can pick up orders at will call at our Phoenix, AZ warehouse. Our warehouse cannot accept payments so you will need to process your order online and select pick up at our Phoenix, AZ warehouse for the shipping method. The order confirmation you receive will have our warehouse address and hours which are 8AM to 4PM Monday through Friday.
Can I receive a catalog?
In order to keep prices to our customers as low as possible we do not print or mail catalogs of our products. If you need to have a hard copy of something you can simply print the specification sheet for the product you are interested in directly from our website. As always, if you need additional information to make an informed decision please email or call our knowledgeable customer service staff to assist you.
How do I care for tent fabrics?
Recommendations for Maintenance of Tents From the Manufacturer:
- Cleaning
If cleaning is ever necessary, for both canvas and nylon use a soft bristle brush and a mild soap (such as detergent) and water solution. If you need to clean off mildew use fels naphtha soap. It is best to lay out the tent on a hard surface such as a driveway or patio while cleaning. These cleaning methods should not affect the water resistant coating on the fabric. Make sure you let the tent dry thoroughly before storing it away.
- Water Proofing
The tent material (canvas or nylon) as supplied is protected by a water resistant coating. If the tent will be will be subjected to severe, extended, or repeated rains you can apply a seam sealer (only required if the seams are not heat seal taped) on all of the exposed sewn seams. “Kenyon” or “K-Cote” are two brand name seam sealers that can be purchased inexpensively at any store that sells outdoor supplies. As the tent ages, if the fabric of the tent ever loses its water repellency properties, you can spray the fabric with any water based product such as Nikwax waterproofing solutions. - Storage
Always make sure the tent is completely dry before folding and storing in order to prevent mildew growth. Always store the tent in a dry place.
What is the waterproofing rating on a tent?
For the level of water resistance on a tent, you will see a number followed by mm (such as 1000mm). This number is derived through a test on the fabric known as a hydro-static test. Generally, the higher the number, the better. A rating over 1000mm will provide sufficient rain protection from a standard rain. There does need to be a balance maintained since the higher the number, the less breathable the fabric. Therefore, there must be a means of ventilation provided for highly waterproof fabrics.