Welcome to Robens Sales Store’s FAQ page! We’re here to help answer your questions about our products, shipping, returns, and more. As fellow outdoor enthusiasts, we understand how important reliable gear is for your adventures.

About Our Products

What types of camping gear do you offer?
We specialize in premium outdoor equipment including tents, hammocks, camp furniture, cooking gear, sleeping solutions (air mattresses and pads), hiking accessories, and essential camping tools. Our carefully curated selection focuses on quality gear that enhances your outdoor experience.
Are your products suitable for extreme weather conditions?
Many of our products are designed for rugged outdoor use, but we recommend checking individual product specifications for details about weather resistance and temperature ratings. Our tent collection includes options for various seasons and conditions.
Do you sell complete camping sets or just individual items?
We offer both! You can purchase individual items to customize your setup or browse our collections for coordinated gear combinations.

Ordering & Account Questions

How do I create an account?
You can create an account during checkout or by visiting our account registration page. Having an account lets you track orders, save favorites, and check out faster.
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 instructions to create a new password.
Can I modify or cancel my order after placing it?
We process orders quickly to get your gear to you fast! Contact us immediately at [email protected] if you need to make changes, and we’ll do our best to accommodate your request.

Shipping & Delivery

What shipping options do you offer?
We provide two convenient options:
• Standard Shipping (10-15 business days via DHL/FedEx) – $12.95 flat rate
• Free Shipping (15-25 business days via EMS) – Free on orders over $50
How long does order processing take?
We carefully pack all orders within 1-2 business days at our East Millinocket warehouse. You’ll receive tracking information as soon as your order ships.
Do you ship internationally?
Yes! We ship worldwide except for select remote areas in Asia. International orders may require additional time for customs clearance.
When should I order to ensure my gear arrives before my trip?
For free shipping, order at least 3 weeks before your trip. For standard shipping, allow 2 weeks. During peak seasons, we recommend ordering earlier.

Payments & Pricing

What payment methods do you accept?
We accept Visa, MasterCard, JCB, and PayPal for secure, convenient checkout.
Are there any additional fees for international orders?
Your order total includes all shipping fees. Some countries may charge import duties or taxes upon delivery, which are the customer’s responsibility.
Is my payment information secure?
Absolutely! We use industry-standard encryption to protect all transactions. We never store your full payment details on our servers.

Returns & Exchanges

What is your return policy?
We offer hassle-free returns within 15 days of delivery. Items must be unused and in original packaging. Contact [email protected] to initiate a return.
How long do refunds take to process?
Once we receive your return, refunds are processed within 5-7 business days. The timing depends on your payment method.
What if my item arrives damaged or defective?
Contact us immediately at [email protected] with photos of the damage. We’ll arrange for a replacement or refund at no cost to you.

Still Have Questions?

Our customer service team is here to help! Email us at [email protected] and we’ll respond within 24 hours. Remember, at Robens Sales Store, we’re not just selling gear – we’re helping you create unforgettable outdoor adventures.

Happy Camping!
The Robens Sales Store Team