ANSWERS TO YOUR FAQs ABOUT POP UP TENTS, FRAME TENTS & WORKING WITH TENTCRAFT.

TENT AND EVENT STRUCTURES

WHAT IS THE DIFFERENCE BETWEEN TENTCRAFT AND ALL OTHER SIMILAR COMPANIES?

TentCraft is the industry leader in producing professional high-quality marketing tents, flags and other printed experiential marketing elements for the most discerning brands and agencies across North America.

TentCraft fabricates or assembles both the mightyTENT and MASTERTENT entirely in the USA. Since TentCraft is the manufacturer, we control the project life cycle—allowing us to optimize for speed, quality and the one-off, totally custom projects.

ARE YOUR TENT CANOPIES WATERPROOF?

No. Each TentCraft product is water-resistant and not 100% waterproof. Water resistant fabrics provide protection from some weather scenarios but may not stand up to heavy precipitation, so don’t chance it.

Although each TentCraft product is built with the highest level of quality and can withstand a wide variety of weather variants, TentCraft still highly recommends that the product be collapsed after each use, unless otherwise specified, and not left unattended for extended periods of time.

HOW SHOULD I STORE MY TENT?

Proper storage of any TentCraft product will ensure a long and happy life for your product. Do not store or collapse canopy when wet. Collapsed product should be stored in well ventilated and covered location. With proper care your TentCraft will last years and years.

SHOULD I LEAVE MY TENT UP FOR EXTENDED PERIODS OF TIME?

No. Pop-up tents are built to be temporary and taken down after each use. Taking down your tent will ensure the longevity of your tent.

ART & PRINTING PROCESS

CAN MY GRAPHIC TEAM UPLOAD FILES AND CREATE ARTWORK?

Yes. If you’re team would rather work on the mockup, we can provide art templates for design. Please work with your Sales Representative to ensure you use the correct art template for your project.

DO YOU OFFER DESIGN SERVICES?

We do offer in-house design services. We have a full art team that specialize in 3D structures to guarantee your brand is represented the best way possible.

WILL I RECEIVE A PROOF BEFORE PRINT PRODUCTION BEGINS?

Yes. You will need to approve a digital proof for all custom-printed products prior to print production. You will work with a Project Manager for approval prior to beginning production.

WHAT TYPE OF LOGO FILE DO YOU REQUIRE?

We can accept any type of file but prefer a vector based version of your logo to ensure the best printing quality. If you don’t have a vector version, we can recreate your logo and will work their magic to recreate a useable, high quality image, perfect for large format printing.

WHAT DOES VECTOR MEAN?

It’s a design word for “scalability.” Using mathematic equations and geometry, our design program creates an image that is clean, crisp, and infinitely scalable, meaning your logo will turn heads everywhere you go.

WILL MY TENT PREFECTLY MATCH THE MOCKUP?

Yes. Our team handles all mockups very carefully to guarantee the most accurate representation of your design. With the exception of screen color variances (varying levels of ability to display colors on monitors and screens), your tent will look identical to your original work.

WHAT ARE PMS COLORS?

The Pantone Color Matching System (PMS) is largely a standardized color reproduction system. By standardizing the colors, different manufacturers in different locations can all refer to the Pantone system to make sure colors match without direct contact with one another.

WHAT IS UV PRINTING?

While traditional inks are solvent-based and require drying time, UV inks are dried immediately with UV light. As a result, the printing process is faster and safer for the environment because there are no chemicals released into the air. Additionally, because the ink has less time to absorb the material, the final print is more vibrant compared to other forms of printing. UV printing is the best method for large format printing.

ORDERING AND RETURNS

WHAT HAPPENS AFTER I REQUEST A QUOTE?

We take pride in getting answers to you quickly so during business hours, we strive to be in touch within 20 minutes of you submitting your request. Unless noted otherwise, we’ll give you a call first and send a follow up email.

During our initial conversation, we’ll make sure to first answer any and all questions that you have. We’re then looking to gather general intel from you about your event and/or the type of tent setup you’re interested in. We’ve produced a lot of custom tents and accessories over the years so feel free to pick our brain for ideas and solutions. Following that conversation, we’ll send over a detailed quote—typically within 15-30 minutes of the call ending.

If you have artwork readily available, we’ll obtain that from you and our design team will create a 3/4 view rendering of what your custom tent will look like—FREE OF CHARGE.

If everything looks good and you approve the quote and mock-up, all we need is 60% down (we have a handy online payment feature as well) and we’ll begin producing your tent and/or any other event hardware and event signage. Once everything is approved on your end, we can produce a completely custom pop up tent and accessories typically within 3 days.

WHY CAN’T I GET PRICING ON YOUR WEBSITE?

Everything that we do is custom, made to order and hand-fabricated right here in Traverse City, Michigan. We’re focused on giving our clients all the options they need, even if that means we’re custom fabricating one-off hardware accessories and more. Blanket pricing just doesn’t work with a custom shop.

CAN I CANCEL MY ORDER?

If you need to cancel your order for any reason, contact your sales manager immediately. Your project manager will then work to stop the production process to determine if any changes will be incurred. There are no refunds for any order that has already begun production.

WHAT FORMS OF PAYMENT DO YOU ACCEPT?

We accept Visa, MasterCard, Discover and American Express. We do accept payment by check, if discussed prior with your Sales Representative. Your order cannot start production until the first payment via check has been cleared by the bank and does slow down production time considerably.

WHAT IS THE AVERAGE TURNAROUND TIME?

On average, we can produce a custom tent with accessories in 3 days. Nevertheless, should an urgent situation arise, we’ve been known to produce them even faster. We do want to stress that while speed is important to us, quality remains paramount.

DOES TURNAROUND TIME INCLUDE SHIPPING TIME?

No. Shipping time will be in addition to your project turnaround time.

WHAT SHIPPING OPTIONS DO YOU OFFER?

Our primary method of shipping is FedEx Ground. We can however expedite for an additional charge. Please let your Sales Representative of any drop-dead dates during your ordering process to determine the best shipping option.

WHAT IS YOUR RETURN POLICY?

There are no returns on any custom-printed products.

WHAT IS YOUR RETURN POLICY FOR DAMAGED ITEMS?

Any products that are determined to be found damaged after opening must be reported to your Sales Representative within 1 day after received. Your TentCraft team will work on a quick and agreeable solution to any damaged product. If your shipment contains extensive damage to the outer packaging upon delivery, refuse the shipment and contact us immediately at 1-800-950-4553

Warranty and Repair

DOES TENTCRAFT HAVE A WARRANTY?

Yes. Every product comes with a warranty. To view specifics, simply select the product specific webpage for more details.

IS NORMAL WEAR AND TEAR COVERED BY WARRANTY?

We fabricate all of our products to meet the highest standards in the industry. However, regardless of how carefully you use it, with age will begin to show wear. The TentCraft warranty will cover defects in manufacturing but does not cover normal wear and tear.

WHO CAN I TALK TO REGARDING REPAIR OR REPLACEMENT?

As part of the “TentCraft Promise,” we will deliver the highest level of quality and client service because we think you deserve that. If you have any issues with your product that needs replacement or repair, first contact your Sales Representative or call 1-800-950-4553 to discuss best next steps.