Shipping/Returns

Shipping & Returns Policy – TrailHearth

Last Updated: Jan 3, 2026

Thank you for choosing TrailHearth. Please review our policies regarding shipping, delivery, and returns for our caravans and gear. Due to the custom-built, large-scale nature of our primary products, our policies differ from standard e-commerce.

1. Shipping & Delivery

1.1 Order Processing & Lead Times:
All caravans are built or prepared to order by our specialist manufacturing partners. Please allow [e.g., 10-16 weeks] for production and shipping. The estimated timeline for your specific model is listed on its product page. Your order confirmation email will contain the most current lead time estimate. Orders for smaller accessories are typically processed within 2-3 business days.

1.2 Shipping Costs & Methods:
Shipping is calculated at checkout based on your delivery location and the size/weight of the caravan. We partner with professional vehicle transportation companies to ensure safe delivery. You will receive a tracking link and direct contact information for the carrier once your item ships.

1.3 Delivery & Inspection:
Delivery is "curbside" to a accessible location you specify (e.g., a home driveway). The carrier will contact you to schedule a delivery window.

• Mandatory Inspection: You or an authorized representative must be present to inspect the caravan upon delivery.

• Damage Protocol: Before signing the carrier's delivery receipt, you must inspect for any visible transport damage. Note any and all damage clearly on the carrier's paperwork before signing. Take date-stamped photographs. Email the damage report and photos to us at support@trailhearth.com within 24 hours of delivery to initiate a claim with the shipping insurer. Failure to note damage on the delivery receipt may void the damage claim.

1.4 Taxes & Import Duties:
Prices on our site do not include any local taxes, VAT, GST, or import duties. The customer is solely responsible for all such fees charged by their country's customs authority upon import. We recommend contacting your local customs office for an estimate.

2. Returns, Refunds & Exchanges

2.1 Caravans (Final Sale):
Due to their custom-built nature, large size, and high shipping costs, all caravan purchases are considered FINAL SALE once the manufacturing process has begun. We do not accept returns or offer refunds for change of mind or incorrect model selection. We strongly encourage you to review all specifications, ask questions, and ensure the model is right for you before ordering.

2.2 Warranty & Defects:
This final sale policy does not affect your statutory rights. Your caravan is covered by the manufacturer's warranty against defects in materials and workmanship. If you suspect a manufacturing defect, please contact our support team immediately to initiate a warranty review process.

2.3 Smaller Accessories & Gear:
For smaller, non-custom items (e.g., gear, kits, parts), we may accept returns within [e.g., 30 days] of delivery, provided the item is unused, in its original packaging, and in resalable condition. The customer is responsible for the cost of return shipping, and a restocking fee of [e.g., 15%] may apply. Please contact us for a Return Authorization (RMA) before sending any item back. Refunds will be issued to the original payment method after the returned item is received and inspected.

2.4 Cancellations:
You may request to cancel your caravan order within [e.g., 24-48 hours] of placing it, subject to our confirmation that production has not yet started. If production has begun, the order cannot be cancelled, and our Final Sale policy applies.

3. Contact Us

For questions about shipping or to initiate a warranty review or return request for eligible items, contact our support team:
Email: support@trailhearth.com
We aim to respond within 24-48 hours on business days.