Questions & Answers
Frequently asked by our community.
Shipping & Returns
When will my order arrive?
Once we receive your order, we’ll ship it within 3 business days and send you an email once it’s on the way. As a small business, processing times may take a little longer (up to 14 days) during busy sales periods.
After shipping, standard tracked delivery within the US typically takes 3-7 business days, though delivery times are not guaranteed.
Where do you ship?
For now, we are based in Australia and the US.
Our Australian store ships to any location in Australia and New Zealand.
Our US stores ships US wide.
How much does shipping cost?
Standard tracked shipping costs are based on the weight of your order and your shipping location.
Prices are calculated at checkout.
What's your return policy?
Due to being a small business we have a strict refund policy. Please select your items carefully before making a purchase from us.
Once you receive your items you have 14 days to reach out with any issues.
REFUNDS
We do not offer refunds on any purchases.
FAULTY ITEMS
If your item arrives faulty we will gladly send out a replacement as long as you reach out within 14 days of receiving your item.
RETURNS & EXCHANGES
If you are wanting to return something due to change of mind, we accept exchanges for a different colour or alternatively can issue a store credit (valid for 6 months). Items must be returned within 14 days, in their original (unused and unwashed) condition and packaging, with all tags attached. You will be required to cover the postage costs associated with the return.
TWISTED FRAME
Due to the design of pop-up tents, if incorrectly folded the frame can get twisted in the fabric sleeve, making it difficult for the tent to stand up straight or pack down easily. If you accidentally twist your tent we have a troubleshooting video you can watch to try to resolve the issue. Otherwise you are welcome to reach out to us and send your tent to our warehouse to be repaired. You will be required to cover the associated postage costs.
How do I return or exchange my order?
To enquire about a return, drop an email to hello@loziandgabe.com within 14 days of receiving your item(s). Be sure to include the name the order was made under and the order number from your original confirmation email. We'll send you instructions to make the rest easy from there.
Can I change or cancel my order once it's been placed?
If you move fast, yes. To cancel or change to your order, email us at hello@loziandgabe.com as quickly as possible after your order has been placed.
Our hands are tied once it's shipped, but we’ll do everything we can to sort you out before then.
The Pop-up Tent
How do I fold up my tent?
Pop-up tents can be tricky to pack down if you don't know the correct technique. Attempting to fold your tent without knowing how can damage it.
The best way to learn is by following one of our two easy folding tutorial videos. We have tried and tested many different folding methods and come up with 2 of the best- if one doesn't seem easy to use, try out the other.
we strongly suggest practicing before your first outing, to make sure things go smoothly when the time comes to getting out and about with your little ones.
How should I clean and store my tent?
To clean your tent, spot clean with a damp cloth or sponge and mild soapy water before leaving to dry in the sun. Avoid contact with any chemicals and chlorinated water as much as possible.
After each use, make sure the tent fabric is completely dry before storing away. If your tent is damp, we suggest reopening the tent once you get home and leaving it to air dry before packing it away in its carrier bag and storing indoors until next time.
How do I secure my tent to the ground?
Depends where you are!
At the beach? We've designed the tent with outer sand pockets on all three sides. Just fill them up to add some weight and keep it from budging.
If you're somewhere with grass or dirt, there are four fabric loops in the corners that can used with any standard tent pegs to secure the tent to the ground.
My tent poles seemed a little bent when I tried to fold them up. How do I fix them?
This happens when you fold up the tent incorrectly, because the poles twist in the fabric sleeve and get stuck. Don't worry – they're easy to pop back into place. Just find wherever the pole looks bent and gently rotate it outwards until it pops back into alignment. Here's a video we made to show you this troubleshooting technique.
Need a little refresher on how to fold away your tent? Watch it here.
