Welcome to Camp Haven Store’s FAQ section! We’re here to help you prepare for your next outdoor adventure. Below you’ll find answers to common questions about our products, shipping, payments, and more.

About Our Products

What types of outdoor gear do you specialize in?
We specialize in high-quality camping equipment and outdoor apparel, including:
  • Tents for 2-5+ people
  • Sleeping bags and camping bedding
  • Backpacks and day packs
  • Outerwear and activewear for girls
  • Various camping accessories like footprints and duffels
Are your tents suitable for all seasons?
Our tent collection includes options for various weather conditions. While most are designed for three-season use (spring, summer, fall), we recommend checking individual product descriptions for specific weather ratings and features.
Do you offer plus sizes in your girls’ outerwear collection?
Yes! Our girls’ outerwear collection includes a range of sizes to accommodate different body types. Please refer to each product’s size chart for specific measurements.

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account allows you to track orders, save payment methods, and view order history.
I forgot my password. How can I reset it?
Click “Forgot Password” on the login page and enter your email address. We’ll send you a link to create a new password.
Can I modify my order after placing it?
We process orders quickly to get your gear to you fast. Please contact us immediately at [email protected] if you need to make changes, and we’ll do our best to accommodate your request.

Payment Options

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
Is my payment information secure?
Absolutely! We use industry-standard encryption to protect your payment information. We never store your full credit card details on our servers.
Do you offer installment payment options?
Currently, we only accept full payments through the methods listed above. We don’t offer installment plans at this time.

Shipping & Delivery

Where do you ship to?
We ship worldwide from our headquarters in El Paso, Texas, except to some Asian countries and remote regions. During checkout, you’ll be notified if we can’t ship to your location.
What are my shipping options?
We offer two shipping methods:
  • Standard Shipping: $12.95 via DHL or FedEx (10-15 business days after 1-2 day processing)
  • Free Shipping: For orders over $50 via EMS (15-25 business days after processing)
How can I track my order?
Once your order ships, you’ll receive a confirmation email with tracking information. You can also track your order through your account on our website.
What should I do if my package is delayed?
Shipping times are estimates and can vary due to factors beyond our control. If your package is significantly delayed, please contact us at [email protected] with your order number, and we’ll investigate.

Returns & Exchanges

What is your return policy?
We offer a 15-day return policy from the date of delivery. Items must be unused, in original condition with all tags attached. Please contact us to initiate a return.
How do I return an item?
Email us at [email protected] with your order number and the items you wish to return. We’ll provide return instructions and a return authorization number.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
How long does it take to process a refund?
Once we receive your return, please allow 5-7 business days for processing. Refunds will be issued to your original payment method.

Contact Information

How can I contact customer service?
Our customer service team is happy to help! Email us at [email protected] with any questions about our products, orders, or returns.
What are your business hours?
Our customer service team is available Monday-Friday, 9am-5pm Mountain Time. We strive to respond to all emails within 24 business hours.
Where is your company located?
Our headquarters is located at:
4846 Birch Street
El Paso, TX 79930
United States

Didn’t find the answer you were looking for? Our adventure-ready customer service team is always happy to help fellow outdoor enthusiasts. Email us at [email protected] with your questions!

Happy exploring from all of us at Camp Haven Store!