Shipping policy

At TOPOAK, we work hard to get your order to you as quickly and smoothly as possible.

Because shipping times may vary depending on the product, destination, inventory location, and carrier arrangements, the timeframes below are provided as general estimates.

If an estimated delivery date or delivery timeframe is shown at the time of purchase, it should be used as the reference estimate for that order.

1. Order Processing Time & Ship Date

Most in-stock orders are processed within 1–2 business days.

The ship date refers to the date your order leaves our warehouse or fulfillment location. It is different from the estimated delivery date, which refers to when the carrier expects to deliver your order.

Some products may have a longer lead time or may not ship immediately due to inventory status, warehouse availability, or freight scheduling requirements.

If a product has a longer lead time, the shipping or delivery estimate shown at the time of purchase should be used as the reference for that order.

2. Shipping Destinations, Costs & Transit Times

Oversized items shipped to Australia may require ocean freight or special freight handling, which is why transit times may be significantly longer than small parcel shipments.

Shipping times may vary depending on product type, inventory availability, destination, carrier capacity, freight scheduling, and local delivery conditions.

For shipping times and costs to regions not listed above, please contact us at:
support@topoakoverland.com

3. Estimated Delivery Date

Any estimated delivery date or delivery timeframe shown at the time of purchase is provided as a reference for that order.

Estimated delivery dates are not guaranteed, as actual delivery may be affected by:

• Product availability
• Warehouse location
• Carrier capacity
• Freight appointment scheduling
• Weather conditions
• Holidays or peak shipping seasons
• Remote delivery locations
• Customs clearance for international shipments
• Failed delivery attempts or rescheduling

If no specific estimated delivery date is shown at the time of purchase, please refer to the general shipping timeframes listed in this policy.

4. Taxes and Duties

Taxes are calculated based on the shipping destination and will be displayed at checkout before you complete your purchase.

The final amount charged for your order will include any applicable taxes shown during checkout.

For orders shipped to the regions listed above, TOPOAK covers applicable import duties or customs charges required for standard delivery, unless otherwise stated at checkout or by our support team.

Customers will not be asked to pay additional duties separately after checkout for covered shipping destinations under standard delivery conditions.

This does not apply to fees caused by incorrect shipping information, missed delivery appointments, special delivery requests, or non-standard delivery conditions.

5. Split Shipments & Fulfillment Locations

If your order includes multiple items, they may ship separately depending on product size, inventory location, warehouse availability, or carrier requirements.

Orders may also ship from different warehouses or fulfillment locations depending on product availability, destination, and carrier arrangements.

As a result, you may receive multiple tracking numbers, and items may arrive on different dates.

Split shipments do not mean that part of your order is missing. If you have questions about a specific item in your order, please contact us with your order number.

6. Oversized Items & Freight Delivery

Because rooftop tents are oversized items, they may ship via freight or specialized carriers to help ensure safe delivery.

For these shipments:

• Final delivery may require appointment scheduling
• The carrier may contact you by phone before delivery
• Delivery timing may vary depending on destination and local terminal scheduling
• The carrier may contact you to schedule or confirm the delivery appointment, so please keep your phone available after tracking is issued.

Freight delivery is typically curbside or driveway delivery, depending on the carrier and destination.

To help avoid delays or unexpected carrier fees, please make sure your:

• Shipping address is complete and accurate
• Phone number is correct and reachable
• Delivery location is accessible for freight delivery when applicable

If the carrier is unable to reach you, delivery may be delayed or rescheduled.

7. Delivery Failure, Redelivery & Additional Fees

If a delivery appointment is missed, the carrier is unable to reach you, or the shipment cannot be delivered due to customer-related reasons, please contact us as soon as possible so we can help coordinate with the carrier.

These situations may include:

• Incorrect or incomplete shipping address
• Unreachable phone number
• Missed delivery appointment
• Refusal of delivery without prior approval
• Restricted access to the delivery location
• Failure to respond to carrier scheduling requests
• Address change or rerouting request after shipment

In some cases, additional carrier fees may occur. Redelivery fees and storage fees caused by missed appointments or scheduling issues will be covered by TOPOAK whenever possible.

However, address correction fees or return shipping fees caused by incorrect shipping information, refused delivery, or customer-requested rerouting may be the responsibility of the customer.

We’ll do our best to assist with the carrier and help find the most reasonable solution available.

8. PO Box, APO/FPO & Remote Area Restrictions

Due to product size and carrier limitations, oversized items such as rooftop tents, awnings, and awning rooms cannot be shipped to:

• PO Boxes
• APO/FPO addresses
• Certain remote or restricted delivery locations

Some remote areas may require additional handling time or may not be eligible for delivery.

If your shipping address is in a remote area, please contact us before placing your order so we can confirm delivery availability.

9. Tracking Information

Once your order has shipped, you will receive a shipping confirmation email with tracking information.

Please allow 1–2 business days for tracking updates to appear after shipment. In some cases, carriers may take additional time to scan the shipment into their system.

If your order ships in multiple packages or from different warehouses, you may receive more than one tracking number.

If you do not see tracking updates within this time, please contact us and we will be happy to assist.

10. Delivery Delays

Delivery may be delayed due to weather, carrier capacity, holidays, remote locations, customs clearance, freight terminal scheduling, failed delivery attempts, missed appointments, or address correction requests.

11. Package Inspection Upon Delivery

Please inspect your package carefully upon delivery.

For oversized items and freight deliveries, we strongly recommend inspecting the outer packaging before signing for the shipment whenever possible.

If you notice any visible damage to the package or product:

1. Note the damage on the Proof of Delivery, if applicable.
2. Take clear photos of the damaged product and packaging.
3. Contact us within 48 hours with your order details and photos.

This helps us review the issue more efficiently and work with the carrier when needed.

12. Damaged, Lost, or Missing Shipments

If your order arrives damaged, appears lost in transit, or is marked delivered but cannot be located, please contact us promptly.

When contacting us, please include:

• Your order number
• Photos of the package and product, if applicable
• A brief description of the issue

We will review the case and assist you toward a resolution.

13. Order Changes and Cancellation

Before Shipment

Orders may usually be canceled or updated before they are shipped.

If you need to make any changes, please contact us as soon as possible after placing your order.

After Shipment

Once an order has shipped, we are unable to guarantee:

• Cancellation
• Address changes
• Rerouting requests
• Delivery holds
• Changes to the delivery appointment

For oversized items and freight shipments, changes after shipment may result in:

• Carrier fees
• Delivery delays
• Redelivery fees
• Storage fees
• Failed delivery attempts
• Return shipping fees

If the carrier allows a change after shipment, any additional carrier fees may apply.

14. Incorrect Shipping Information

Please make sure all shipping information is entered correctly at checkout.

If an order is delayed, returned, or undeliverable due to incorrect or incomplete shipping information provided by the customer, additional carrier or handling fees may apply.

TOPOAK is not responsible for delays or additional costs caused by incorrect or incomplete shipping information provided at checkout.

15. Self-Pickup or Loading Assistance

For certain rooftop tent orders, limited pickup or loading assistance may be available depending on location, inventory arrangement, and warehouse availability.

In some cases, this may include limited assistance lifting the tent into your vehicle only.

This service is not available for all orders or locations and must be confirmed with our support team in advance.

Self-pickup or loading assistance does not include installation, product setup, or rooftop installation or mounting unless specifically confirmed in writing.

If you are interested in pickup or loading support, please contact us before placing your order to confirm availability.

16. Contact Us

If you have any questions about shipping, delivery timing, tracking, or your order status, please contact us at:
support@topoakoverland.com

We’re happy to help.