Information regarding

 COVID-19 Impacts

Founder image

There have been some changes...

As we take precautionary measures in our office and warehouse, there is other additional information you should know. Please read through this page for important notices you may need to know when you place your order as well as an FAQ at the bottom of the page.

Due to increased call and email support volume, we ask that you read this page before contacting support.

Thank you for your continued support,
The Alvantor Family

Regarding Processing Times

Since there has been a massive surge in orders, it is taking us a bit more time than usual for us to make sure orders go out accurately and timely. Please allow 2-4 business days for processing of your order. In addition to this extended processing time, please also note carriers are also feeling this pressure and are unable to pick up all orders on the days they are processed. We are doing our best to push as many parcels out the door as possible, so rest assured we are doing as much as we can to get our item into your home.

Transit Times and Shipment Delays 

Since all carriers are feeling the heat of this pandemic, please note that we are unable to promise delivery times shown at checkout if the delay is because of the carrier. Because of this issue, any shipping costs paid for at checkout that are delayed because of a carrier issued delay WILL NOT BE REFUNDED. We do our best to push items out the door and since this is a special, requested service, we will not be held accountable for delays that are made when shipping through these services. This goes for Priority Mail, Overnight, 2-Day and 3-Day services, and any other option available at checkout. We thank you for understanding. 

Pre-Orders

Please refer to this table for Expected Shipping dates for Preorder items. If you do not see a size/ color on this chart, this means we are discontinuing that variation or it is in stock.

*Dates marked take into consideration of large order quantity. Date shown marks latest shipping date for that item for all pre-orders. We apologize for delays.

Pre-order Item TypeExpected Shipping Date
PE Floor MatFor 12'x12' GazeboJuly 20, 2020 

FAQ

Where is my order?

If you do not have a tracking number, please make sure your order is not on Pre-Order. To know if your item is a preorder, please refer to the chart above. If your order is not on preorder, please move to the next paragraph.

If after 2-4 business days you do not have a tracking number for your order, please be sure to check your spam/ junk folder and make sure it is not flagged.

If you have a tracking number, please use this to track your order through the carrier website. If the item has been in transit for a while, please make sure to check the carrier's page to see if there are any standard delays with their packages. If there is abnormal tracking information (i.e. package is delivering to a different city/ destination than your own), please contact customer service and we will do our best to look into the issue.

I only received part of my order!

We're sorry to alarm you! Please make sure you did not receive two tracking emails for your order AND that none of the items you purchased were on preorder. Please check the table above to find out if your item was on preorder. If this does not solve your issue, please kindly contact support. We are happy to help as soon as we can!

I want to return my item(s). What should I do?

To apply for a return, please reach out to customer service via email with your order number and reason for your return. Please note if there are no issues with the item or you change your mind about the item, you will be charged the return shipping.

Refunds for returned orders will be processed once received at our warehouse, not upon shipping back,

I want to Speak to a live person and voicemail is full! What do I do?

Currently, we are working to increase capacity for our voicemail box. We apologize if your call is not taken and you are unable to leave us a message. If this happens, please send a message to support and we will do our absolute best to get back to you asap. If you would like a call back, please mention so in your email and we will get back to you when time permits. 

I need help placing an order; I cannot place my order myself.

In any case you are having trouble at checkout and either are receiving an error message or are unable to complete checkout at home, please give our customer service a call to help. If our voicemail is full, please send an email to our support with "I want to place an order" as the subject line of the email. Please do not forget to provide your callback number and we will be sure to follow up asap!

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