Ordering & Shipping

Question 1

Ordering and Payment

Accepted Answer

You can place orders 24/7 on our website.

Payment must be completed in full before any part or the entire order is shipped or processed. Payments can be made via our secure online payment systems, PayPal, or by bank transfer. If you come to our showroom you can pay by card or cash.

For your own safety, we do not accept payments by phone or email, and we advise against transmitting your credit card or bank details through these means.

To prevent fraudulent purchases, our payment systems evaluate the billing address, shipping address, your country of origin, and several other factors. Please ensure that the information you provide is correct to ensure smooth processing of your order.

Question 2

How is VAT calculated?

Accepted Answer

All prices include VAT at the rate applicable at the time of your order. The VAT rate may vary according to the applicable EC intra-community rules. Please note that the VAT rate is determined by the country to which your items are shipped. Please ensure you enter your details correctly.

Question 3

Can I place a B2B order and deduct VAT?

Accepted Answer

If you are a business customer with a VAT number and are not based in Belgium, you do not have to pay VAT. During the checkout process, once you enter your VAT number, the VAT will automatically be deducted from the total amount of your order.

Question 4

How can I request a quote?

Accepted Answer

You can contact us by email on info@canvascamp.com. Make sure to add your delivery address so we can send you a complete quote. If you would like some more information first, feel free to give us a call or reach out by mail.

Question 5

Can I change my order after placing it?

Accepted Answer

Unfortunately, we cannot modify your order once it has been placed. However if it hasn’t been shipped yet, we might still be able to cancel it. Please contact us as soon as possible.

When the order was already shipped:

Refuse delivery at the door: the order will automatically be shipped back to sender
Contact us by mail, info@canvascamp.com, and initiate a return through our service department.

If you would like to make a change, you will need to place a new order, and cancel or return the original order.

Question 6

Where can I find my order number?

Accepted Answer

You can find your order number in the confirmation email of your order, on your invoice, and also in your Order History when you are logged into your CanvasCamp account. Always keep it close when contacting our service department.

Question 7

Do you offer payment plans or installment options?

Accepted Answer

We don’t offer payment plans or installment options at this time.
We understand that buying quality gear is an investment, and we appreciate you checking with us.

Question 8

I haven’t received my payment/order confirmation, what should I do?

Accepted Answer

If your payment/order confirmation has not come through, it’s usually easy to sort out. Sometimes the email ends up in a spam or junk folder, so it’s worth checking there first. You can also verify with your bank or payment provider to make sure the payment was successfully processed. If the email address entered during checkout was incorrect, the confirmation may not reach you.

If you still can’t find the confirmation after checking these things, you can contact us through info@canvascamp.com and we’ll be happy to resend it or help you further.

Question 9

When will my order be processed?

Accepted Answer

If your purchase is completed before 1:00 PM, your order will usually be processed and shipped the same day. If your purchase is completed after 1:00 PM, your order will be processed for shipping the following business morning, Monday through Friday, excluding public holidays.

An order will only be shipped once full payment has been received and verified. If you pay via bank transfer, the payment is considered received once the transfer is credited to our bank account.

Question 10

When will my order be delivered?

Accepted Answer

Given our extensive inventory of tents, we can usually ship standard sizes and standard colors immediately. Availability or lead time is listed for each product on our webshop. For custom orders, you should expect a production time of approximately 2 to 4 weeks.

Estimated delivery times for products that are in stock and not shipped by pallet:

Europe:

BeNeLux: 1 to 2 business days.
Germany, Denmark, Austria: 1 to 2 business days.
France, Spain, Italy, Portugal: 1 to 4 business days.
Rest of Europe: 2 to 5 business days.

America:

USA: 2 to 6 business days.
Canada: 2 to 6 business days.
Mexico and Central America: 3 to 10 business days.

Asia:

Japan: 1 to 5 business days.
South Korea: 2 to 6 business days.

Australia: 1 to 6 business days.

Rest of the world: 3 to 10 business days.

Please note that shipping times are estimates, and CanvasCamp cannot be held responsible for costs incurred due to delays in shipping.

Although CanvasCamp has warehouses and distribution centers on four continents, your order may be shipped from our headquarters in Belgium. Don't worry, orders shipped from Belgium often arrive faster than orders shipped from our satellite warehouses, as they are at least partially transported by air.

Question 11

Receiving Your Order

Accepted Answer

A signature may be required for international deliveries, but you can opt out by emailing us or adding a note in the order comments. Once a package is shipped, signature requirements cannot be removed.

If you're not home, the carrier will leave a notice and attempt redelivery the next business day.

To authorize a "drop-off" (no signature), contact the courier.

By waiving the signature requirement, CanvasCamp is not responsible for lost, stolen, or missing packages once marked as "delivered."

All orders are considered fulfilled once the carrier marks them as delivered. For shipments to third-party handlers (e.g., freight forwarders), they assume responsibility after release by the carrier. We do not ship to P.O. boxes.

Question 12

What should I do if my shipment is delayed, lost or damaged?

Accepted Answer

If you notice any issue with your shipment, we’re here to help. Your tracking link is the best place to start, and what you see there will guide the next steps.

When your tracking link shows a delay, get in touch with us. We’ll contact the shipping company on your behalf and request an update. This can take up to 10 days.
Should your tracking link indicate that the shipment is lost, please notify us right away. We will open an investigation with the carrier to locate your parcel or arrange a suitable solution.
If your tracking shows damage, or you receive a package that appears damaged, start by taking clear photos of the outside of the packaging. After that, open the parcel carefully and inspect the product. If the item is damaged, take photos of the product as well. These images help us resolve the issue quickly and efficiently.

You can always reach us at info@canvascamp.com so we can assist you further and ensure you receive your order in perfect condition.

Question 13

Free shipping?

Accepted Answer

Yes really! We offer free shipping* to many countries.

Europe:

Belgium, Bulgaria, Denmark, Germany, Estonia, Finland, France (excluding Islands), Greece, Hungary, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Austria, Poland, Portugal (excluding Azores and Madeira), Romania, San Marino, Slovakia, Slovenia, Spain (excluding Canary Islands, Ceuta and Melilla), Czech Republic, Sweden and Switzerland.

For purchases over €500.00.

Spain:

For purchases over €300.00.

America:

United States of America, Mexico

On all canvas tents and orders over $750 USD

Canada:

On all canvas tents and orders over $1000 CAD

Australia:

On all canvas tents and orders over $850 AUD

Japan:

On all canvas tents and orders over ¥80,000 JPY

But of course we also ship to the rest of the world at a favorable rate.

Please contact us for a personalized shipping quote if you cannot calculate the shipping costs in our webshop.

* On certain products due to weight or size there might be an extra shipping cost. We will contact you before shipping.

Question 14

Are Shipments Insured?

Accepted Answer

Yes, CanvasCamp ships all orders fully insured to the address provided at checkout via major carriers like UPS, FedEx, or DHL. Once a shipping label is created, a tracking number is sent to the email address used during checkout.

Note that tracking may take up to 24 hours to activate. After an order is shipped, the delivery timeline, service, or signature requirements cannot be modified. Your shipping address is verified in your order confirmation email.

Question 15

Will I Receive a Tracking Number?

Accepted Answer

Yes, you'll receive a tracking number in almost all cases. The only exception is for exceptionally large pallet shipments, where tracking is unavailable.

When? The tracking number is emailed (to the address used for the order) as soon as the shipping label is generated.
Tracking Activation: It may take up to 24 hours for tracking details to update on the carrier's website. If you don't see immediate updates, don't worry—this delay is normal while the carrier processes the shipment. Check back later, and contact us if tracking remains inactive after 48 hours.

Question 16

Expedited Delivery?

Accepted Answer

Expedited delivery may be available for certain products in some areas. If expedited shipping is available, you can select this option during checkout. Due to the size and weight of our tents, expedited shipping can be expensive.

If you need your order by a specific date, want to use your own shipping account to pay for expedited shipping, please contact our customer service.

Question 17

Do you ship worldwide?

Accepted Answer

Yes, we do, every day. You can calculate the shipping costs in your shopping cart on our website, or you can email us at info@canvascamp.com for a personalized quote. Please note, we do not ship to P.O. boxes.

Question 18

Import Costs, Taxes, and Duties?

Accepted Answer

You will not incur additional charges for shipments within Europe, the United States, Canada, Japan, and Australia. The tents are shipped locally.

Some countries have chosen to impose import duties, taxes, or excise duties, which may vary by country. These fees are not paid, collected, or processed by CanvasCamp. The carrier will collect the amount due before the goods are released. We recommend that you inform yourself about the import duties and taxes imposed by your country by contacting your local customs authority. The Harmonized Tariff Code for canvas tents is 6306.29.

Question 19

Custom production, tailor made?

Accepted Answer

If you're looking for a trusted manufacturer with over 20 years of specialized experience in producing cotton and polycotton tents, look no further. We produce for a few dozen canvas tent brands. Our experts will work to bring your product to life with expert input from our designers, rigorous testing, prototyping, and a proven quality management system.

Whatever your needs are, our dedicated sales team can help you get started. Contact us today for more information.

Question 20

Sponsorships and Brand Ambassadors?

Accepted Answer

At CanvasCamp, we are open to collaborations, big or small. Do you have an interesting project or a great idea where you can use our products? Share it with us, and we'll review your proposal! Every proposal is handled individually and carefully, as protecting our brand and products is our priority.

Do you own one or more CanvasCamp products and have high-resolution media (particularly photos and videos) to share with us? We'd love to review and reward your work.