FREQUENTLY ASKED QUESTIONS
*SHIPPING AND DELIVERY QUESTIONS*
Yes! We do offer overnight shipping, which really means 1 to 2 days depending on the time you place your order.
Yes we do! Via UPS or DHL. In most cases it costs about $300 flat rate.
We ship via UPS. If you can receive UPS we can ship to you!
UPS – Via Truck, Airplane or Submarine
UPS or DHL
You will be sent tracking information on your receipt and you can track your purchase any time day or night on the inter webs.
It depends on availability. Our shelters are in high demand and they are shipped in the order the order they are received. Typically new shipments come in every 30 days and your ship time can be 2 days to 60 days depending on time of year and demand. If it will be more than 15 days it will be noted as a PRE-ORDER.
It depends if we have units in stock or not, when shipments arrive and how many orders are in line. If we have product in stock it is typically 2 to 5 days shipping from Sonoma, CA. International orders are shipped direct and can take 7 to 30 days depending on inventory levels.
Call us immediately! Our new customer service team can make it right!
It depends where you are. If it is our mistake, the return shipping is at no charge to you.
It depends on how far you are from our shipping center. Shipping charges are automatically calculated and displayed at the time you place your order. In the US they range from $50 to $500 depending on distance and service level you choose. International shipping is a flat rate of $300.
Yes! Due to loss and theft we now only ship signature required. (You can choose to pick up at your local UPS center)
ASSI stands behind the quality of everything we sell and want you to be happy! If you’re unsatisfied for any reason in the first 30-days, call or email us to begin your return or bring your shelter to our Napa, CA location. Please call or email for an appointment. All returns of unused product are accepted within 30-days of purchase unless there is obvious damage or signs of use. ASSI products cannot be returned without a receipt. Custom products are final and are not eligible for returns, changes or alterations. If you have purchased the IRIDIUM PROTECTION PLAN you can call or email any time for a return shipping tag and we will repair or replace your product for any reason, any time within 36 months of purchase. No questions asked. Please see your IRIDIUM PROTECTION PLAN agreement for further details.
All ASSI products come with a 30-day satisfaction guarantee! If you purchase a ASSI product and are not totally satisfied repack it, call us for an return authorization number and send it back for a full refund (less shipping costs). See warranty page for details.
When we receive your returned item(s) we will refund the original method of payment. Please allow one billing cycle for credit card refunds to appear on your statement. GOODS MUST BE UNUSED AND IN ORIGINAL PACKAGING.
All ASSI purchases include and automatic lifetime “fix or replace” (Our Option) manufacture’s defect warranty. See warranty page for details.
If you have damaged products that are covered under warranty please contact customer service for a return authorization code. Pack in the original packaging if possible or make sure to wrap and pack to protect the unit from being damaged. Make sure and contact us for more information prior to shipping. If it is manufacturer defect we will be happy to cover the cost of shipping and will repair or replace your unit. If the damage is from other causes, we will work with you to get the unit fixed at cost and shipped back to you as soon as possible.
We now offer a 36-month “No Questions Insurance” that covers any issue, any time and free shipping each way! See warranty page for details.
If damage to your ASSI product falls outside of the warranty we will work with you to get your product repaired at the lowest cost possible. We also now offer do-it-yourself repair kits, replacement parts and sealing kits. We are building a video library of repairs and fun modifications that will show you step by step how to fix most issues you might run into. Units in need of repair can be shipped our dropped off at our Napa, California warehouse location.
How to Send Us Your Return
This packing slip will provide us with all the details we need to expedite your return. Just place this slip in the box with the item(s) you are returning. If we receive a shipment without a return authorization code and order number or without ALL original packaging it will be donated to a family in need without issuing any refund. Any units shipped without a box (yes it does happen) will be donated without any refund.
Do I really need to get an Return Authorization Number and include my order number on all returns?* YES! Without it we will not know what to do with your unit. It will be donated to a family in need and you will end up sad and confused.
We can’t do much without it. We need your order number and a receipt. Everyone that has purchased a unit from the beginning was sent an email receipt with the order number. If you can't find it after exhaustive searching, call our customer service to have them look it up for you.
Please allow one billing cycle for credit card refunds to appear on your statement.
Yes, returns can be dropped off at our Napa, California warehouse. Come up and make a day of it! We have great restaurants and lots of wine. Be sure to call and make an appointment before coming.