Terms & Conditions
For Mastertent USA Sales and Products
Mastertent® designs, manufactures, and sells industry-leading mobile products and to better serve our customers we have clear Sales and Product policies that create the best experience possible while you shop, order, and use our products and services.
PLEASE READ THESE TERMS AND CONDITIONS CAREFULLY BEFORE USING OUR SITE OR PURCHASING PRODUCTS. The below terms and conditions are always evolving to improve experience, so periodically check for updates. If you do not agree with the terms and conditions herein, please refrain from site use and product purchase.
Mastertent USA, Inc. (“Mastertent”) is part of a global family of entities that own all rights to Mastertent, including the maintenance of this website as a service to Mastertent’s customers. Any order and/or business of any kind between Mastertent (“Mastertent”, “Seller”, “We”, or “Our”) and customers or other users of this website (“Customers”, “Buyers”, “Users”, “You” or “Your”) is governed exclusively by the following terms and conditions (“Terms and Conditions”). Such Terms and Conditions will constitute a binding contract between Mastertent and said Customers or other users of this website.
1. Product Information and Prices
1.1 Mastertent strives to make Our product information readily available throughout Our website and digital product material. Technical, operating and safety information is available through website download or by communications with Mastertent Sales & Support Professionals (“MT Pros”), which can be direct employees or agents, as well as authorized Sales Partners. To request any product information not found on Our website please contact a MT Pro. For new contacts, we are available by phone or online chat during business hours, or any time of day, by submitting Your information through Our Contact page or Design Center.
1.2 Prices found on Our website and digital product material, as available, are typically starting options for products or packages shown, where product pictures may have further sizes and features available at additional costs. Pricing details and an official offer (“Sales Quote”) are available by contacting Mastertent, as listed in 1.1, or directly through Your known MT Pro, that will contain further itemized product and/or complete package prices. Any advertised product pricing or availability information communicated online, verbal, email, chat, or other, are given for convenience and subject to change without notice.
1.3 Sales Quotes will be in writing and delivered to You from a MT Pro via digital email attachment, or as available through online or text features. Sales Quotes are non-binding and subject to change without notice. Sales Quotes will be valid for a designated period therein, typically 30-days from issuance, and all offers, both written and verbal, will have further manufacturing and fulfillment terms and conditions.
1.4 Posted and communicated prices are in U.S. dollars unless otherwise noted and are for the applicable products only. Unless explicitly stated on Sales Quotes or Order Confirmations, Mastertent prices exclude various other costs that are of Customer responsibilty, such as (i) costs for installation or on-site construction to be carried out, (ii) sales and use tax obilgations or local government fees applicable to delivery and/or use location(s), (iii) import taxes, duties and clearance fees when delivered outside of the United States, (iv) special packaging, handling, insurance, and any other incidental costs valid for delivery, (v) and any other ancillary charges that may arise (collectively, “Ancillary Costs”). Any applicable Ancillary Costs collected and covered by Mastertent will be estimated on Sales Quotes and explicitly listed on Order Confirmations.
2. Order Processing and Payment
2.1 Customer Orders of Mastertent products are handled through MT Pros, as explained in section 1, Product Information and Prices, or, as available, through the online shopping cart (“Online Orders”) with Mastertent or the authorized Sales Partner. To proceed with placing an Order:
2.1.1 You may accept the Sales Quote, which will create a binding contract, by providing to Mastertent Your written acceptance either by (i) signing and returning a copy of the Sales Quote, (ii) written communications indicating acceptance, or, as available, (iii) online acceptance and confirmation.
2.1.2 You may place the Online Order via the applicable shopping cart, which will create a binding contract, by carefully reviewing and acknowledging further self-service Term and Conditions.
Customer acceptance and desire to proceed with Sales Quotes or Online Orders require Mastertent acknowledgement and confirmation of receipt. To ensure optimal customer satisfaction and efficiency, MT Pros will review and contact You with subsequent Order Confirmation.
2.2 Custom Products (printed tent roofs or sidewalls, inflatables, special sizes or features, and unique non-stock items) will have additional pre-Order steps to complete. Mastertent will work with You to develop the desired design and configuration, using Your artwork (logos, pictures, licensed material, etc.) to create virtual renderings (“Graphic Layouts”). During this process, Graphic Layouts will be digitally provided to You for review and approval. The final Graphic Layout that You approve for production must be accepted through the same communications manner as the Order process outlined in section 2.1. Custom Products are non-refundable and have further return conditions detailed in section 5, Satisfaction and Return Policy.
2.3 Mastertent Invoice and Order Confirmation will contain approved payment terms and conditions, default being immediately due to proceed (“Prepayment”). Invoice from Sales Quote procedures will be delivered to You by Mastertent’s online payment system, with secure payment options via credit card, ACH, and other; while Online Orders will create invoices and payment options simultaneous to checkout through the online shopping cart. Customers can select phone payment processing for convenience where Mastertent follows PCI compliance, or by request can obtain check, ACH and wire instructions for offline payments.
2.4 Payment Terms, such as net 30, and deposit options, such as 50% down, are available with Mastertent review and approval of the Customer’s account. Mastertent will determine based on credentials including but not limited to: account type, business operations, trade references, payment history, and order risk, and must be completed, granted by Mastertent expressly in writing, prior to any Order Confirmation seeking these terms. Mastertent may require Customer Purchase Orders. Please submit Payment Term requests to Your MT Pro in advance of placing an Order to not experience Order delays.
2.5 Financing may be available through non-affiliated, third-party companies. Mastertent may offer suggestions through our MT Pros or a digital connection to services like PayPal®, Credit Key® or Centra Funding®, however Your election to use these financing tools is Your responsibility and completely independent of Mastertent. If utilized, these services will pay Mastertent directly for your Order and require you to agree to their payment, collateral, credit and other terms and conditions. Please review any financing options carefully to make sure it’s right for You.
2.6 Stock selection and/or production of products for Orders will begin ONLY once Mastertent has received and acknowledged all applicable Customer information, approvals, and payments in accordance with the Order: Mastertent issues Invoice and Order Confirmation, Customer provides accepted final Graphic Layouts for any custom products if applicable, and Customer payments have been satisfied.
2.7 Mastertent reserves the right to accept, postpone or reject Your confirmed order after evaluating requirements to manufacture and/or fulfill. Any delays or rejections will be communicated as soon as possible. Customer payment of standard, non-custom products (standard frames, fabrics or accessories), or custom products (printed graphics or special features) not yet production, will be eligible for refund if the Customer would elect.
2.8 Late payments will accrue interest at a rate of 1½% per month (18% per year) until full payment is received.
3. Shipping Policy
3.1 Mastertent works hard to make receiving products as easy as their purchase and use. Customer Orders will contain selected shipping terms, commonly being FOB Delivered (Mastertent Prepaid) or FOB Origin (Customer Collect). When FOB Delivered is utilized, We will prepay for shipping with Mastertent Carrier (e.g. UPS, FedEx, Estes, etc.) accounts, where applicable charges of such will display in Your Invoice and Order Confirmation. When FOB Origin is chosen, You have selected to ship with Your further obligation to pay shipping charges directly to the Carrier either by, (i) cash of delivery (COD) or (ii) You established Carrier accounts.
3.2 Risk of loss and obligation to insure will follow the party in possession of products during shipment. With FOB Delivery, Mastertent will assist and correct any shipping issues that may arise with the Carrier until delivery to destination. When FOB Origin is used, either by Mastertent scheduling or Customer, You will be responsible for resolving any shipping matters. Regardless of shipment method when there is damage or loss of products, We will strive to quickly assist with replacement Orders as needed, where such Orders follow the procedures of section 2, Order Process and Payment.
3.3 Mastertent is not responsible for damage, loss or theft of products once delivered by the shipping Carrier to Your destination. Please ensure that You take local precautions to protect delivered products, including but not limited to, having someone present to receive the shipment, asking Mastertent to ship with Signature Required, or, as available, selecting to pick-up at a local Carrier terminal, as available.
3.4 Deliveries are contingent upon Mastertent receiving necessary raw materials and may be delayed, reduced, or cancelled by Mastertent, to the extent affected by delay, reduction, or cancellation of shipment of such materials.
3.5 PLEASE CHECK YOUR SHIPMENT IMMEDIATELY, including all boxes and cartons, against the bill-of-lading BEFORE signing for the delivery. Any damage or missing item should be noted in writing on the Carrier’s bill-of-lading, with the Carrier’s driver signing the bill-of-lading that the acknowledge the same. We understand some situations only present once you have opened all packaging, so please be mindful that You have 1 Week (by the 8th Day) from delivery receipt to inspect and communicate any issues with Mastertent. Should this time pass with no communications, We will be pleased of your satisfaction.
3.6 Delay in delivery or defect in quality will entitle Customer to cancel only that portion of product that is delayed or defective. Standard, non-custom products (standard frames, fabrics or accessories), and custom products (printed graphics or special features) not yet in design or production, will be eligible.
3.7 Delivery and/or tender made after specified date of delivery will constitute a good delivery. Customer hereby agrees to grant adequate additional amount of time to complete shipment. Thereafter, delivery or deliveries and/or tender or tenders prior to receipt of written cancellation will constitute timely delivery.
4. Product Care and Safety
4.1 Mastertent products need to be cared for to preserve their performance and function. Customers need to review all product safety information and operating instructions prior to use and ensure that such material is conveyed to additional product users and operators. You, and all product users, are responsible for maintaining safe conditions and using products only as intended. Failure to do so may lead to property damage or even result in human injury and death. Mastertent makes every effort possible to educate and guide You in proper product handling, however if there are ever any questions or uncertainty do not hesitate to contact Your MT Pro for guidance.
4.2 Mastertent designs for quality and durability, however the inherent nature of mobile tents, tables, inflatables, and other products we manufacture makes them vulnerable to lifting when winds are stronger than their securing. Any Mastertent wind and weather performance material is provided as testing estimates for general guidance and cannot be solely relied upon for exact real-world conditions that You may experience.
4.3 USERS ARE RESPONSIBLE for assessing on-site wind and weather conditions and always ensuring they have secured products sufficient for actual conditions. The mobile and easy-to-use design of Our products allows them to quickly be closed and stored when conditions are, or soon will become, unsuitable for use. Please be aware that wind and weather related damages are NOT WARRANTY COVERED, and Mastertent is NOT LIABLE FOR DAMAGE OR INJURY that may occur as a result.
4.4 MISUSE OF THE PRODUCT IN ANY WAY, INCLUDING BUT NOT LIMITED TO INSTALLATION AND USE DURING INCLEMENT WEATHER, VOIDS ANY EXPRESS OR IMPLIED WARRANTY PROVIDED WITH YOUR PRODUCT.
5. Satisfaction and Return Policy
5.1 Every Mastertent Order is backed by a 100% Satisfaction Guarantee on Returns and Exchanges for THIRTY (30) DAYS from the date of product receipt by the Customer, product eligibility is as follows:
5.1.1 Standard, in-stock items that are not printed or customized are eligible for any reason when kept in new condition with all original components, manuals and packaging. Returns are subject to a 10% Restock Fee, waived at Mastertent discretion for account credit or exchanges.
5.1.2 Printed fabrics are guaranteed to substantially match order-approved Graphic Layouts in form, context and color, and any errors (“Print Errors”) found during the thirty (30) day period are eligible for reprint exchange. You understand that produced resolution is only as good as artwork provided to Us and color may vary by +/-10%.
5.1.3 INELIGIBLE RETURNS OR EXHANGES:
184.108.40.206 Any printed product such as canopy tent roofs and sidewalls, inflatables, pavilion roofs and panels, flags and banners, and valance advertising panels, direct table imprints, or alike.
220.127.116.11 Any custom or modified product such as Series 1 canopy tent frames with custom colors or extended height legs above 1ft, special features of roofs and sidewalls, custom sizes, or alike.
18.104.22.168 Any product that has been modified by someone other than Mastertent, or an authorized Mastertent servicer.
22.214.171.124 Eligible standard products or Print Error exchanges that return to Mastertent in used condition, either by Customer or shipping, or without original components, manuals and packaging will be deemed ineligible.
5.2 Shipping for eligible returns or exchanges is Your responsibility, where Mastertent can assist as a courtesy with costs deducted from return or exchange credit. For Print Error exchange or incorrect product fulfillment, Mastertent will accommodate with standard shipping of return and corrected redelivery at no additional costs to You. Original shipping costs are non-refundable. Any ineligible product returned to Mastertent is Your responsibility for collection or redelivery. In any event, rush options may be available with additional Customer fees. Return packaging exception will be made for products that originally deliver to Customer in consolidated packaging, where partial return or exchange has been approved by Mastertent, and the Customer has prepared their own packaging for return shipment. You are responsible to ensure that all return shipment packaging protects the returning product, along with its components, manuals and direct packaging, so that they arrive to Mastertent in new condition. Should shipping damage or loss occur it is Your responsibility to resolve.
5.3 Within the thirty (30) day Return and Exchange period, You must complete the Mastertent Return Merchandise Authorization (RMA) form, either by download from Our website or request from Your MT Pro, and submit a signed copy back to Mastertent. The completed RMA should detail Your Order information, products requesting return or exchange, and further financial and shipping selection You have elected. Once accepted by Mastertent, an RMA number will be issued and return steps can commence. Please remember that a 10% Restock Fee may be assessed on Returns for Refund.
5.4 Mastertent will issue a credit or refund only once the returned product is received, matches the RMA and inspected by Mastertent to comply with all terms and conditions herein. For full value of refund or credit, also ensure that You return any free (“Promotional”) product, including all components, manuals, and packaging, if applicable on an Order being returned or exchanged. Mastertent may waive this if exchange for similar product is occurring. Any packaging or shipping of Promotional item is Customer responsibility.
5.5 Custom products that are already queued for production will not be eligible to cancel, exchange or refund.
6. Manufacturer's Warranty
6.1 Mastertent builds quality and We stand behind Our products with industry-leading warrants that range from 1-year to Limited Lifetime coverage across Manufacturing Defects and Corrosion:
6.1.1 Mastertent Manufacturing Defects warranty states that all Our products will be substantially free from defects in material and workmanship that may cause failure when products are under normal conditions, properly cared for, and used as intended. Covered components such as aluminum tubing and welds, cast-iron moldings, tension systems, connecting pins and fasteners, fabric, stitched threads, grommets, zippers, etc. will all arrive in good condition out-of-the-box and perform for You as intended.
6.1.2 Mastertent Corrosion warranty states that Our protected metal products will resist oxidization (“Rusting”) to a point that causes failure when products are under normal conditions, properly cared for, and used as intended. Covered components such as anodized aluminum, powder-coated aluminum, galvanized cast-iron, and stainless steel will perform in natural environments with User routine care of the metal surface.
6.2 Users are responsible for operating and storing products in normal conditions and providing proper care. The following conditions, and the lack of customer care to mitigate such, are NOT COVERED and WILL VOID the Manufacturing Defects and Corrosion warranties:
6.2.1 Mishandling - forceful operations (e.g. forcing open or close); improper transport stacking or storage (e.g. tent stacked on sides); wet closure or debris build-up; negligent use or misuse of the product; use contrary to instructions, or alike.
6.2.2 Accidents – shipping damages, product drops or falls; product scratches, dents or tears; product hit by other objects, vehicle or other moving collisions, natural acts of god, or alike.
6.2.3 Weather – Mastertent designs, builds, and tests products for operations in all types of weather conditions, however on-site circumstances are always unique and requires User care to maintain safe product operations. All weather conditions will void Our Manufacturing Defects warranty: Wind gusts at any speed; Rain, Hail, Snow or other precipitation where the product is visibly damaged (stretched, ripped, torn, etc. as a direct result of exposure or accumulation); and extreme temperatures below 20° and above 120°F (-10°/+50°C).
6.2.4 Elements – submersion in water; consistent exposure to humid or damp conditions; salt, sand or abrasives that etch and damage the product surface; exposure to fire; direct contact with heating sources; or chemicals, solvents or acids that deteriorate structural integrity.
6.2.5 Other – vandalism or theft, normal wear and tear, and/or repair or alterations by anyone other than Mastertent or a Mastertent authorized servicer.
6.3 - All products, including Mastertent, have a natural useful life depending on the environment and conditions they are exposed to, known as Wear and Tear, which may or may not be noticed as it gradually breaks down product components, until a point in time of dissatisfaction or failure. With proper care, Wear and Tear can be minimized for many years on Mastertent product, however Users understand that if products arrive in good condition out-of-the-box, perform for You as intended during the first 12 months, and do not experience any of the void Conditions in 6.4, Wear and Tear is a result of the failure and is not covered under Our warranties.
6.4 - Our product warranty periods are from the date of purchase as follows:
6.4.1 - Limited Lifetime Warranties:
- Canopy Tent Frames: Series 1 (S1) and Series 2 (S2)
- Canopy Tent Base Weights: 22 lbs. and 60 lbs.
Limited Lifetime represents the conditions required to be warranty eligible and the useful life that the product will naturally have, known as Wear and Tear. Please read all warranty Terms and Conditions.
6.4.2 - 1-Year Warranties:
- Canopy Tent Frames: Series 3 (S3)
- Canopy Tent Roofs: S1, S2 and S3 – Printing included
- Canopy Tent Sidewalls: S1, S2, S3 – Printing included
- Canopy Tent Folding Counters
- Mobile Lighting Systems: LED and Halogen
- Mobile Heating and Cooling: Infrared Heaters, Electric Fans and AC’s
- Flags and Banners: All Styles and Sizes – Printing included
- Curtains and Other Fabric Accessories – Printing included
- Inflatables: All Styles and Sizes – Electric Motor included
- Mobile Pavilions: All Styles and Sizes – Printing included
- Tables and Benches: All Styles and Sizes
- Mobile Partitions: All Styles and Sizes – Printing included
During the 1-Year period (first year of ownership) there are conditions required to be warranty eligible. Please read all warranty Terms and Conditions.
6.5 - Upon delivery of the product, You have a duty to inspect the product for defects in material and/or workmanship and an obligation to notify Mastertent within thirty (30) days of purchase of such defect upon discovery after inspection.
6.6 - Mastertent, at its option, will repair or replace a product, or any component of the product, We find to be defective during its warranty period (“Covered Product”). Mastertent guarantees that replacement parts, either under warranty or through Customer purchase, will be available for ten (10) years after the date of original product purchase. Product parts will either be in stock or produced on-demand with applicable production times. Customer is responsible for any transport and service costs required to inspection the product. Once warranty eligibility is determined and approved by Mastertent, or an authorized Mastertent servicer, the Covered Product will be installed at no additional cost to the Customer. If You elect to keep the product in Your possession for self-servicing and Mastertent has approved warranty coverage or You have purchased replacement parts, You are responsible for transport costs and proper installation, and cannot make further claims due to improper installation.
6.7 To make a claim for any allegedly defective product under these warranties, contact Your MT Pro that originally assisted with Your purchase, or contact Mastertent as listed in the Comments and Questions section below and provide proof of purchase from Mastertent, or an authorized Sales Partner. These warranties are valid for the original retail purchaser only and are not transferable. Second-hand resell, use and claim will void all warranties.
6.8 Additional factors NOT COVERED under Mastertent warranties and are exclusively Your responsibility are deductibles, premiums or procedures related to Your insurance that may cover products, as well as economic losses, including personal time and inconvenience related to product repair or replacement.
THIS WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES EXPRESSED OR IMPLIED, STATUTORY OR OTHERWISE, INCLUDING, WITHOUT LIMITATION, THE WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
7. Force Majeure
Except for non-payment, neither You nor We will be liable for a delay in performance of its obligations and responsibilities under an order due to causes beyond such party’s control and without its fault or negligence, such as, but not limited to, war, embargo, national emergency, insurrection or riot, acts of the public enemy, fire, flood or other natural disaster, provided that said party has taken reasonable measures to notify the other promptly in writing of delay (but in any event, within 72 hours of the force majeure event).
Customer will, at Customer’s sole cost and expense, release, defend indemnify, and hold Mastertent, its affiliates, directors, officers, agents, employees, and shareholders harmless from and against all claims, demands, disputes, complaints, causes of action, suits, losses, and damages (including attorneys’ fees) of any kind to the extent they in any way relate to or arise, in whole or in part, due to the acts or omissions of Customer, its subcontractors, or agents or the employees, in the performance of Customer’s obligations under an order or any breach or default under these Terms and Conditions.
9. Limitation of Liability
IN NO EVENT WILL MASTERTENT BE LIABLE TO CUSTOMER OR ANY THIRD PARTY, IN CONTRACT, TORT, OR OTHERWISE, FOR ANY LOSS OF PROFITS OR BUSINESS, OR ANY SPECIAL, INCIDENTAL, INDIRECT, EXEMPLARY, PUNITIVE, OR CONSEQUENTIAL DAMAGES, ARISING FROM OR AS A RESULT OF THESE TERMS AND CONDITIONS, ANY ORDER OR ANY AGREEMENT BETWEEN THE PARTIES RELATING TO PRODUCTS, SERVICES, OR DELIVERABLES, EVEN IF MASTERTENT HAS BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. MASTERTENT’S AGGREGATE LIABILITY TO CUSTOMER FOR ANY CLAIM REGARDLESS OF THE NATURE OF SUCH CLAIM ARISING OUT OF OR RELATED TO AN ORDER OR THESE TERMS AND CONDITIONS WILL NOT EXCEED THE TOTAL AMOUNT PAID BY CUSTOMER TO MASTERTENT UNDER AN ORDER.
11. Assignment / Delegation / Subcontracting
Customer may not assign, delegate, subcontract, or transfer any order, the work required to be done or any payments to be made under an order or these Terms and Conditions without Mastertent’s prior written approval, in each instance. In the event of agreed delegation or subcontracting, Customer will continue to be liable with respect to all of the obligations or liabilities assumed by it under these Terms and Conditions.
Mastertent’s remedies will be cumulative and will include any remedies allowed by law. Waiver of any breach by Mastertent will not constitute Mastertent’s waiver of any other breach of the same or any other provision. Acceptance of any items or payments will not waive any breach.
13. Governing Law / Submission to Jurisdiction
This Agreement will be construed in accordance with the laws governing contracts made and to be performed in the State of North Carolina, USA, exclusive of the U.N. Convention on the International Sale of Goods or any conflict of laws principles. Customer consents to the jurisdiction of any local, state, or federal court located within the City of Charlotte, County of Mecklenburg, and State of North Carolina and waives any objection which Customer may have based on improper venue or forum non conveniens to the conduct of any proceeding in any such court.
The parties confirm that it is their wish that these Terms and Conditions, as well as any other documents relating to these Terms and Conditions, including all orders, notices, schedules, authorizations, attachments, and amendments, have been and will be in the English language only.
15. Entire Agreement
These Terms and Conditions and associated Mastertent documents (quotes, orders, invoices, deliveries) referenced herein constitute the entire agreement between the parties with respect to the subject matter of these Terms and Conditions; all prior agreements, representations, statements, negotiations and undertakings, whether oral or written, are superseded.
Comments or Questions
For Comments or Questions concerning these Terms and Conditions, please contact us:
1859 Lindbergh Street, Suite 200
Charlotte, NC 28028
Note: The content of this website has been carefully checked. Nevertheless, no liability or guarantee can be given for the completeness or correctness of the contents. This also applies to all websites that can be reached via hyperlink.