Welcome to Vango Camp’s FAQ section! We’ve compiled answers to the most common questions about our products, shipping, payments, and more. Whether you’re a solo adventurer or planning a family camping trip, we’re here to help you prepare for your next outdoor adventure.
About Vango Camp
Who is Vango Camp?
Vango Camp is your trusted partner for premium camping equipment, serving outdoor enthusiasts worldwide. Based in Kansas City, US, we specialize in high-quality tents (from 1-2 berth to 8-person models), camping accessories, awnings, and everything you need for your outdoor adventures.
Where do you ship to?
We ship globally to most countries, excluding some remote areas in Asia and other regions. Our website will automatically check if we can deliver to your address during checkout.
Products
What types of tents do you offer?
We carry a wide range of tents to suit every adventurer:
- Compact 1-2 berth tents for solo travelers or couples
- 3-4 berth tents for small groups
- 5-6 berth tents for families
- 7+ berth tents and 8-person tents for larger groups
- Specialized options like awnings for T4 vehicles
Do you sell camping accessories?
Absolutely! Our complete camping solutions include:
- Sleeping gear: air beds, pumps, camp beds
- Furniture: camping chairs, tables
- Cooking equipment: cook sets, utensils, kettles, toasters, BBQs
- Practical items: camping laundry solutions, lights
- Tent accessories: annexes, inners, awning extras
How do I choose the right tent size?
Our berth numbers indicate how many people can sleep in the tent. For comfort, we recommend choosing a tent rated for one more person than your group size (e.g., a 3-berth tent for 2 people). Consider your gear storage needs and whether you want standing room.
Ordering & Payment
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Yes! We use industry-standard encryption to protect all your payment information. We never store your full credit card details on our servers.
Can I change or cancel my order after placing it?
If you need to modify or cancel your order, please contact us immediately at [email protected]. We process orders quickly (within 1-2 business days), so there’s a small window for changes. We’ll do our best to accommodate your request if your order hasn’t been processed yet.
Shipping & Delivery
What are my shipping options?
We offer two convenient shipping methods:
- Standard Shipping ($12.95 flat rate): Via DHL or FedEx, delivered in 10-15 days after dispatch – perfect when you need gear fast
- Free Shipping: Via EMS for orders over $50, delivered in 15-25 days after dispatch – ideal for budget-conscious campers planning ahead
How long does order processing take?
We pride ourselves on quick processing – all orders are prepared for shipment within 1-2 business days. Your adventure gear starts its journey to you almost immediately!
Can I track my order?
Yes! All orders come with tracking information so you can follow your package’s journey to your doorstep (or campsite!). You’ll receive tracking details via email once your order ships.
What if I’m not home when my package arrives?
Our carriers will follow their standard delivery procedures, which may include leaving the package in a safe place, requiring a signature, or attempting redelivery. You’ll receive tracking information to coordinate delivery based on your local carrier’s options.
Do you ship during holidays?
We process orders Monday through Friday, excluding major US holidays. Shipping carriers may have different holiday schedules that could affect delivery times.
Why is my delivery taking longer than estimated?
While we provide estimated delivery times, actual delivery may vary due to:
- Customs processing in your country
- Peak season volumes (especially during summer camping months)
- Unforeseen circumstances like weather delays
Returns & Exchanges
What is your return policy?
We offer a 15-day return policy from the date of receipt. We want you to have gear you love for your adventures! Items must be in original, unused condition with all tags and packaging.
How do I initiate a return?
Please email us at [email protected] with your order number and reason for return. We’ll provide return instructions. Return shipping costs are the customer’s responsibility unless the item arrived damaged or defective.
When will I receive my refund?
Once we receive and inspect your return, we’ll process your refund within 5 business days. Refunds will be issued to your original payment method. Please allow additional time for your bank or credit card company to process the refund.
What if my item arrives damaged or defective?
We’re sorry to hear that! Please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund and cover return shipping costs.
Account & Technical
How do I reset my password?
Click “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password. If you don’t see the email, check your spam folder.
Why can’t I access my account?
This might happen if you’ve entered incorrect login information multiple times. Wait 30 minutes and try again, or reset your password. If problems persist, contact us at [email protected].
How do I update my account information?
Log in to your account and navigate to “Account Settings” where you can update your personal information, password, and communication preferences.
Still have questions? Our adventure-ready customer service team is happy to help! Contact us at [email protected] and we’ll get back to you within 24 hours (Monday-Friday).
Happy adventuring from the Vango Camp team!