Frequently Asked Questions
Ordering & Shipping
Where do you ship from, and how long does an order take?
Premier Tents is based in Bellingham, Washington. Most in-stock orders ship within 2 business days. Shipping time depends on your location and the carrier.
Can I pick up my order in Bellingham?
Yes! We're located at: 1708 Carolina Street, Unit C-12, Bellingham, WA 98229. To arrange a pickup, call us at (360) 603-9525. We're open Monday-Friday, 8:00am - 4:30pm. Pickup outside of store hours can be arranged.
What if my order arrives damaged?
Contact us within 48 hours of delivery so we can assess and replace the damaged merchandise. Call (360) 603-9525 or email shipping@premiertents.com.
Returns & Warranty
What is your return policy?
Contact us for a Returned Goods Authorization (RGA) number before sending anything back. We can’t accept returns without one. Items must come back in the original packaging. Items returned for reasons other than a defect must be unused, and the buyer pays return shipping and a 25% restocking fee. We don’t give credit or refunds for used merchandise. See our full Shipping & Returns page for details.
What if I received a defective item?
Call us first so we can issue an RGA number. Then return the item with a copy of your invoice and tell us whether you’d like a replacement or a refund.
What does the 2 Year Limited Warranty cover?
Your canopy is backed by a 2 Year Limited Warranty. [Add what’s covered (frame, top, hardware), what isn’t (wind damage, misuse, normal wear, fading), and how to file a claim.]
Canopy Care & Use
Do I need to stake or weight my canopy?
Always. It takes only a slight wind to lift and destroy a canopy, and an unanchored canopy can cause property damage or injure someone. Stake it down or take it down. We carry anchoring options.
How do I clean my canopy?
Use water, mild soap, and a soft brush on dirty or soiled areas. Make sure the top is completely dry before you put it away.
Can I store my canopy when it’s wet?
No. Put it away only when it’s completely dry. A wet canopy can mold or mildew, and drying time is important to the life of the top.
How should I transport my canopy?
Use the protective bag or case, secured on the canopy. Sliding the top against sharp objects can damage it. We offer bags and cases if you need one.
My frame is stiff. What can I do?
Apply a silicone-based lubricant to the fittings and pivot points to help the frame open and close smoothly.
Is the canopy waterproof or fire resistant?
Every HEX top is made from 600D high-performance polyester engineered for stronger water resistance, superior UV protection, and the longevity to hold up season after season. Our canopy tops are CPAI-84 fire-retardant compliant.
Custom Printing
Can I get my logo or design printed on a canopy top?
Yes, we offer custom printing and design on canopy tops, table covers, sidewalls and flags. Submit your completed artwork to orders@premiertents.com. Vector files are best. Need help coming up with a design? Let us know what you'd like to see, and a real designer will put it together for you.
How long does a custom order take, and is there a minimum?
Orders are delivered with 2-3 weeks after the design proof and quotation are accepted.
Can I return a custom-printed canopy?
[Decide and state this clearly. Many sellers treat custom items as non-returnable unless defective, but your current policy doesn’t say.]
Parts, Sizes & Business Orders
Do you sell replacement parts, sidewalls, and leg drapes?
Yes. See our parts, sidewalls, and leg drapes pages. If you aren’t sure which part fits your canopy, call us at 877-746-8368.
Do you offer pricing for bulk or business orders?
[Yes/No. If yes, add the minimum quantity, how to request a quote, and expected response time.]