FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
Shipping & Returns
Below are some common questions about shipping, returns, and exchanges
Do you offer free shipping, and if so, what are the criteria?
Free shipping applies to all orders over $50 in New Zealand and over $100 in Australia.
Do you ship internationally?
Yes, we do! Please get in touch with us through our Contact Us page and let us know what you’re after along with your delivery address. One of our team members will be happy to help you further.
I put an order through on Friday afternoon, but haven’t heard from you yet?
Thanks so much for your order! It came through after we’d closed for the week, so it was sent to our warehouse this morning for picking and dispatch. Once it’s on its way, you’ll receive an email with the tracking details.
What should I do if my package arrives damaged or if an item is missing?
If your order arrives damaged or something’s missing, please get in touch with us as soon as possible. You can reach us through our Contact Us page with your order number, a brief description of the issue, and a photo.
My tent is broken, is it repairable?
We might be able to help, please get in touch with us through our Contact Us page and include a brief description of the issue along with some photos. One of our team members will review the details and let you know the best next steps.
Can I return my purchase?
Yes, you can. The item must be unopened and in its original packaging. For more details, please refer to our Returns Policy page.
How do I initiate a return or exchange?
To start a return or exchange, please make sure the item is unopened and in its original packaging. Then, send us a message through our Contact Us page with your order number and a photo of the item for return authorization approval. One of our team members will get back to you with the next steps.For full details, please check our Returns Policy page.
How long does it take to process a refund once a return is received?
Refunds are usually processed within 3–5 working days once we’ve confirmed the item has been returned in the required condition.
Orders
Below are some of are common questions about orders
How do I use a promotional code or gift card during checkout?
You can apply the discount code in the "Discount code" box on checkout page.
Products
Below are some common questions about our products
What makes Zempire Air Tents different from traditional tents?
Zempire Air Tents feature inflatable air frames, allowing for a quick and hassle-free setup, unmatched durability, and superior comfort. For a lot of Zempire Air Tents, one person can pitch and inflate to complete the setup.
Are Zempire tents suitable for extreme weather conditions?
Our strongest air tents which we have seen hold up to cyclone conditions are our Air Canvas Series Air Tents. Zempire air tents are more stable in windy conditions than traditional pole tents, however it is not advised to camp in extreme weather conditions. All Zempire air tubes have incredibly high burst strengths so it is very unlikely that an air tube would expand and burst in hot temperatures.
How do I maintain and clean my Zempire tent?
• Ensure guy ropes are out at all times during use.
• Never pack your tent away wet. If you must take your tent down when wet, ensure that it is dried completely as soon as possible to prevent mildew from forming.
• If mildew does form on your tent, wash off with warm water and a soft brush to prevent further growth, do not use soap or detergents.
• Do not use an open flame inside your tent. The fabric has been treated with a fire retardant but is in no way fire-proof.
• It is important that lower vents are opened at all times to reduce condensation. During humid or damp conditions, it is recommended that the waterproof door covers are opened to expose the mesh layer, enabling additional airflow throughout your tent.
• Do not use open-cell foam mats directly on the tent floor. This can cause condensation between the mat and floor and if not dried out, can lead to mildew from forming.
What add-ons can I get for Zempire Air Tents?
Depends what Zempire Air Tent you have, but here's a quick overview:
- Shelter Links - to connect your air tent to an air shelter to create one combined, weatherproof setup.
- Footprints - to protect your tent floor and make pack away even easier.
- Heat Shield Covers/Liners - to decrease the internal temperatures in warmer months & darken the interior.
- Awning Wall Sets - a 2-piece set to provide covered or mesh awning extensions at the front of your tent awning.
- Sunrooms (Canvas Only) - a 3-piece wall set, including floor which transforms your canvas tent awning area into another protected room.
Is the heat shield the same as the roof cover?
A 'Heat Shield Cover' and 'Roof Cover' are the same, however a 'Heat Shield Liner' performs the same function, however is installed in the interior of the tent or shelter opposed to the outside of the fly fabric.
I have been waiting for a specific item to come into stock, but nothing is available anywhere?
Your product may have been superseded by a newer model or discontinued. All discontinued stock that has a few items left is shown in the 'FINAL RUN' section of our website.
I lost or broke a part of my Zempire item, do you have replacements?
Yes, we do! In New Zealand and Australia you can purchase parts online here. If your part is not available contact us.
Do Zempire products come with a warranty?
They sure do. Your warranty period is determined by which product series and types you have. See the warranty page for specific product warranty.