FAQ

1. PRODUCT & TECHNICAL SPECS

Q: What defines "waterproof" in a Tomount tent and what does the "mm" rating mean?

A: For a Tomount tent, "waterproof" means all external fabrics are treated with our premium polyurethane (PU) coatings, and all seams are heat-sealed/taped for comprehensive watertight protection. The "mm" rating (e.g., 2000mm) represents the height of a water column the fabric can withstand before leaking. A 2000mm rating means the tent can comfortably handle heavy rain and wind-driven storms, keeping you dry in rugged wild conditions.

Q: What do the letters "D" and "T" mean in your fabric descriptions?

A: These are industry-standard metrics used to define fabric strength and weight characteristics:

  • "D" (Denier): Refers to the individual fiber thickness. Higher numbers (e.g., 150D) represent heavier, highly durable fabrics suited for luxury canvas or hot tents, while lower numbers (e.g., 20D) represent ultralight backpacking fabrics.

  • "T" (Thread Count): Refers to the density of the weave per square inch. A higher "T" count generally means a more tightly woven, stronger fabric. Together, they define the optimal balance between pack weight and rugged durability.

2. CARE & MAINTENANCE

Q: What is the best way to clean my tent?

A: Hand wash only. Pitch the tent in your yard and use warm water, a soft sponge, and a mild, non-detergent soap. Never use dishwashing liquid, laundry detergent, or bleach, as these harsh chemicals strip away the waterproof PU coatings. Do not machine wash or machine dry. Air-dry the tent completely by pitching it in a shaded area before packing it away.

Q: How do I prevent mildew and store my tent properly?

A: Moisture is the primary enemy of outdoor fabrics. Never store a tent while it is damp. Even 24 hours of compressed storage in warm, wet conditions can trigger mildew, causing permanent stains, foul odors, and coating breakdown.

  • Storage Protocol: Ensure the tent is 100% bone-dry. Store it loosely in a cool, well-ventilated space away from direct sunlight. For long-term storage, avoid keeping it tightly compressed in its small stuff sack; a breathable mesh bag or an old cotton pillowcase is ideal.

Q: What should I do if a tent pole breaks in the wild?

A: Our standard tent kits include a pole repair sleeve. Slide the repair sleeve over the broken pole section and secure it firmly with duct tape or a small wedge to create a temporary structural splint until you can return home and purchase a matching replacement pole from our official store.

3. ORDERS, SHIPPING & TAXES

Q: Is it necessary to register an account to make a purchase?

A: While you are welcome to check out seamlessly as a guest, we highly recommend creating a customer account. Registering allows you to track your order's real-time transit status, manage or modify your order details easily, and access exclusive brand loyalty rewards based on your exploration history.

Q: How long will it take for my order to arrive?

A: The total time to delivery is calculated as: Order Processing Time + Estimated Shipping Time.

  • Order Processing: All orders for in-stock equipment require 1 - 5 business days for quality inspection and packaging at our fulfillment centers.

  • Standard Shipping (FREE for All Orders): Delivery typically takes 7 - 15 business days.

  • Express Shipping ($25.00 USD): Delivery typically takes 3 - 10 business days. Please Note: While we strive to meet all timelines, minor transit extensions may occur during peak shopping holidays or extreme weather conditions.

Q: Will I be charged any hidden customs tariffs or sales taxes upon delivery?

A: Absolutely not. Tomount operates on a strict Delivery Duty Paid (DDP) framework for all U.S. orders. We prepay all import duties, customs clearance fees, and operational taxes. The final amount displayed on your checkout screen is the absolute final cost; you will never be requested to pay additional hidden fees to the courier (such as DHL, FedEx, or UPS) upon physical delivery.

4. CONTACT & SUPPORT

Q: What should I do if I have further questions regarding setup or policies?

A: Our expert outdoor customer support team is always ready to assist you. Please feel free to reach out to our headquarters:

  • Brand Name: Tomount

  • Official Support Email: support@tomountclub.com

  • Customer Support Phone: +86 18621355171

  • Registered Corporate Address: Room 305, Zone C, 3rd Floor, No. 99 Xiqing Road, Xiangcheng District, Suzhou, Jiangsu, 215000, China