|
|
We have FAQs on .....
Storage:
Q: What is the best way to store my tent between trips?
A: Always make sure your tent is dry before packing away to avoid damage from mildew and damp. If you do not intend to use your tent for some time, the best thing to do is remove it from its bag, separate each component and store them in a dry place away from heat and direct sunlight. Ideally loosely folding the flysheet and inners. It is a good idea to re-lubricate zips and poles as necessary with Terra Nova Zip Lube.
If your tent has been damaged during your trip we strongly suggest you return it to us for repair before storing it. This will mean your tent is ready to use the next time you go away and prevents the rush to repair it.
Cleaning and Maintenance
Q: How do I clean my tent?
A: We recommend using Terra Nova Tent Cleaner or pure soap to clean your tent. Wash your tent in the bath or tub of warm water. Always rinse the tent and dry thoroughly in the shade. DO NOT use detergents to clean your tent as they may harm the proofing and NEVER machine wash or tumble dry your tent.
AVOID contact with fuel, oil and chemicals as the stains from these may be impossible to remove and will probably attack the fabric and damage the proofing
AVOID pitching under trees as sap may fall onto the flysheet and it is almost impossible to remove. Terra Nova offers a full cleaning service if you do not want to clean the tent yourself.
Q: How can I tell if my tent needs re-proofing?
A: Over time the coating on the outside of the fly-sheet will wear-off and the fabric will lose its shine and stop 'beading' water (water will no longer form droplets on the fabric and run off easily). The easiest way to rejuvenate the fabric is to apply spray-on Terra Nova Tent Reproofer, designed for use with lightweight nylon fabrics.
Q: There is mildew on my tent - what should I do?
A: Mildew (identified by black marks and mouldy smell) occurs when a tent is put away for storage when it is still damp. Mildew can cause permanent damage to the fabric and proofing, as the microbes actually destroy the fibres in the fabric. Sponge the affected areas with a mild solution of disinfectant, then sponge with Terra Nova Tent Cleaner or soapy water, rinse and dry thoroughly. (DO NOT USE DETERGENTS). Please note that this will not remove the black marks. In severe cases of mildew the only real solution is to replace the affected part of the tent with new fabric. To avoid mildew make sure your tent is thoroughly dry before storing.
Damage and Repairs
Q: My tent is damaged - what do I do?
A: Return the damaged parts to us for repair (please mark the damaged area clearly) and we will inspect the damage and contact you with a quote for repair (we won't start any work without your go-ahead). If the damage is covered by our warranty, we will repair and return the product to you free of charge.
Q: How much will it cost to have my tent repaired?
A: If you return the damaged part of the tent, we will give you an exact quote for repair. A full list of prices can be seen in our Customer Services section.
Q: How long should I allow for my tent to be repaired?
A: We generally quote 3 working weeks for repairs. However at busy times of the year (April to August) it can take longer. If you have a trip planned, we strongly recommend calling our customer services department on +44 (0) 1773 837387 before sending your tent to us, to check the estimated repair time. Even better, get any repairs done over the winter when we are less busy and your tent is less in demand!
Q: How do I return my tent for repair, inspection or cleaning?
A: Download a Customer Return Form from our website and send it, along with the item to be repaired, to: Customer Services Dept. Terra Nova Equipment Ecclesbourne Park Alfreton Derbyshire DE55 4RF Please include a daytime telephone number. You do not necessarily need to send the whole tent back to us just the affected inner /flysheet / poles. We recommend using a traceable service such as Royal Mail recorded post, or a carrier like Parcelforce, UPS or DHL.
Guarantee Questions
Q: The retailer I am buying from does not appear in your Retail Partners list. How do I know if they are an official retailer?
A: Our guarantee is only valid on products bought from our authorised resellers or from www.terra-nova.co.uk. Our Retail Partners list is regularly maintained, but may still contain errors. If you are in any doubt about the validity of the retailer you are thinking of buying from please contact us before hand.
Q: I have a tent I believe is faulty, do I have to pay for it to be returned?
A: Our guarantee is a 'back to base' guarantee, which means you are responsible for the cost of returning it to us. Our advice is to return the tent to the retailer you purchaced it from, as they are experienced in dealing with these issues and can offer excellent advice on the course of action to expect. If you bought your tent from our website, please read our Returns Policy for information and returns forms.
Q: I have just read your guarantee and it states that cover is 'for the life time of the product'. What constitutes the life of a product?
A: The life of a product depends greatly on how your product is used and cared for. For example, a tent used at altitude for an expedition is likely to be passed its useful life by the end of that trip, whereas irregular use and good maintainance (useful information can be found in our cleaning and maintainance section of the FAQ's) can see a tent last for many years. The biggest single factor in determining tent life is UV degradation, especially when used at high altitude. To reduce the effect of UV light keep your tent cleaned and proofed with our Terra Nova Tent Cleaner and seperate Re-proofer, and try to minimise exposure to sunlight by striking your camp, where possible, during the day.
Q: Do you guarantee all your products for the same amount of time.
A: No, Terra Nova tents and bivi bags are guaranteed for the life of the product to the original owner. Wild Country tents and bivi bags are guaranteed to the original owner for 2 years. All other products are guaranteed for 1 year to the original owner.
Please note: Proof of purchase will be required for claims under guarantee, and all guarantees are 'back to base' so you are responsible for the cost of any return.
Product Queries and Advice FAQ
Q: I am undecided between the Laser Competition tent and the Jupiter Bivi, I'm looking for a lighter and more compact solution for adventure racing, cycling and backpacking. One of my most important criteria is packed size and you don't seem to specify that for the Jupiter Bivi.
Is there any way to reduce the length of the Laser Competition packed size, as 46cm is a bit longer than I would prefer? Is it limited by pole length, and if so, if the poles are removed can the tent be packed to a shorter/fatter shape?
A: The packed size of the Jupiter is Length 36cm, Width 11cm, Depth 10cm, which can be reduced with some compression.
The Laser Competition packed size can be reduced by removing the carbon fibre support poles from the head and foot. The pole section length is about 40cm, which would then be the limiting factor. It should be quite easy to find a place for the carbon fibre poles on the outside of a rucksack / pannier. Depending on your bike size you could tape the poles to your top tube as an alternative.
It is a little fiddly getting the poles in and out, but with proactive we have found it becomes quick and easy.
Q: Please could you tell me whether the laserlite tent and the laser competition tent are the same thing. If they are not, what are the main differences please?
A: As far as dimensions and features go the Laser Comp is exactly the same as the Laserlite. In order to reduce the weight we have looked at every aspect of the Laserlite's design and updated it. The changes are many, which combine to produce the lightest tent in the world and break our own Guinness World Record. For example, the poles are now 8.55mm in diameter, the groundsheet fabric is lighter with the same spec and the webbing used on the inner tent tension straps is narrower.
Q: With regard to the Laser, what provision is there for ventilation to minimise condensation.
A: The Laser is vented at the head and foot by raising and lowering the flysheet. This creates through venting and can be adjusted from inside the tent with two cords. The advantage of this is that there is no extra fabric and therefore weight, covering any vents and the user does not have to leave the tent to adjust the vents.
Q: Hi, I have a Wild Country Trisar tent and I would like to know if (and how) it is possible to pitch the fly and inner sheet at the same time in case the tent has to be built while it is raining. Thanks in advance
A: The Trisar can only be pitched inner tent first, however the inner fabric is proofed to greatly reduce water absorption if pitched in the rain. A tip we suggest is to knock any water off the inner, from inside the tent, once it is pitched to reduces the chance of leaking. As the pole sleeves are continuous it is possible to pitch any 'inner first' tent with the fly laid over the inner. Obviously this is difficult in windy conditions.
By sleeving the poles through the inner we can create more tension in the inner, which reduces the amount of saggy fabric to create more space. Also, with a tent sleeved through the fly, the inner can not add any strength to the over all structure. We use the 'inner tent first' pitching design on a large number of our tents (both Wild Country and Terra Nova). The outward force created by the poles in the inner opposes the tension from the fly sheet when this is fitted over the tent. This combination creates a more rigid structure, better suited to poor weather.
Q: What is the difference 450, 550, 650, 750, & 800 down fills? Thank you for your time, Ronda
A: Fill power is a measure of the loft achieved by a fixed weight of down and there are several methods of determining this. The Lorch method is the current standard for testing loft in Europe and is the recommended standard of the International Down and Feather Laboratory, and is used by Terra Nova for this reason.
The greater the fill power, the greater the warmth for a given weight of down. The higher the figure the better the loft and so greater the warmth of the same weight of down. This means that a bag using 775 fill power down will be lighter and more compact than a 450 fill power bag with the same temperature rating.
Q: I live outside Europe and would like to buy some Terra Nova equipment. How can I do this?
A: You can buy directly from one of our UK mail order retailers or from this website. Please follow the links on our Retail Partners section to find a retailer or follow our online sales instruction.
Q: What are valances and how do I fit them to my tent?
A: Valances are 'skirts' sewn to the bottom of the fly-sheet. They allow a tent to be pitched where pegs can't be used (glaciers, moraine, deserts etc.). Rocks, snow or sand are piled on the valance to hold the fly in place. We only recommend valances if extended use in these conditions is anticipated, as they will add significant weight and result in increased condensation. Valances can be factory-fitted to any of the tents in our ranges. Cost varies from tent to tent and may take several weeks to be completed as we must fit them to our factory production standards.
Q: What's the metal tube that came with my tent?
A: It's a pole repair-tube. If you snap one of your tent-poles, push the damaged ends into the tube and tape it in place (duct tape works well). You should be able to keep using the tent until you get a chance to return the pole to us for repair / replacement. The 'keyhole' in the centre of the tube can be used to remove the pole-ends if you need to replace the elastic shock-cord or push a peg through the 2 holes at the end of the tube to form a 'T' handle; you can now use the 'hook' at the other end to remove your pegs.
| |
