My item is damaged, what should I do?

Updated 5 months ago by Shawn McIntyre

We’re so sorry to hear that! Please email our customer care team at support@tentree.com so they can help you out and document any defects.

Please note that any item bought from a retailer other than the tentree website should be taken back to their original place of purchase following the store's return policy.

What information do I need to provide?

We document all cases of manufacturer defects for quality assurance. Please include the following photos and information in your email:

  • A photo of the item for identification
  • A photo of the interior tag for sizing (typically found in the neck of a shirt or the waist of a pair of pants)
  • A photo of the damage
  • The order number or the name/email on the order

At this time, we do not offer a lifetime guarantee on our product. However, we are happy to assist with damages up to 90 days from the order date. Please note that if your product is damaged, it must not be worn, and it must still have the tags in order to be eligible for a replacement or return.

What solutions do you offer?

We offer solutions for damaged product on a case by case basis.

In order to ensure our products have longevity, we aim to repair items whenever possible instead of replacing the item. We feel that this is a more environmentally sustainable approach as it reduces both waste and emissions. When facilitating this for customers, we offer a partial refund to cover the costs of the repair. 

For product that is non-repairable, we may be able to offer a partial refund, store credit, replacement, or return for a refund. Please send along the required photos (listed above) to our customer care team so we can assist you further. Items that are damaged 90 days past your order date may be ineligible for compensation. 

Please note that any items bought at a retail location should be taken back to their original place of purchase whenever possible for refund or exchange, following the store's return policy.


How Did We Do?