Shipping & returns.
StoneWave ships a small catalogue to serious outdoor and overlanding customers across North America, Europe, Australia/New Zealand and the rest of world — and stands behind it when the trip doesn’t end up the way the spec sheet said it would. This page explains how long we take to get a unit out, where it’s going, and what happens if you need to send it back.
1–3 business days from order to label.
Every order is hand-checked and crated before it leaves the workshop. Confirmed orders placed before 14:00 local origin time are processed the same business day; orders placed after that slot or on a weekend roll over to the next business day. You’ll receive a tracking link by email as soon as the freight label is cut — typically within the window above.
Tracking links go out the moment the freight label is cut — long before the carrier picks the crate up — so you can watch the handoff as it happens.
Four regions, three origin depots.
Every address the cart accepts maps to one of the four zones below. The freight plan and customs treatment are quoted on the cart page before you check out.
| Region | ETA | Notes |
|---|---|---|
North America NA | 5–8 business days | White-glove freight from our Reno depot. Oversized units (rooftop tents, slide-out kitchens) ship on a signed-release schedule — be ready to receive on the booked day. |
Europe EU | 3–6 business days | Carrier handover at the Stuttgart hub. Customs and duties are pre-cleared under DDP for EU destinations, so nothing is due on delivery outside the listed price. |
Australia / NZ AU | 7–12 business days | Sea-air routing via Auckland for tents and shelters, with full air routing for portable power. GST is included on the order; biosecurity inspection may add 1–2 days. |
Rest of world ROW | 8–14 business days | Air-expedited for orders under 30 kg, palletised ocean freight above. Local duties and import taxes are payable on delivery unless the destination is in the DDP list — see the cart quote for the full breakdown. |
ETAs are business-day estimates from the moment the unit leaves the origin depot, not from the day you ordered. Carrier delays and customs windows are outside StoneWave’s control and aren’t covered by the ETA quote.
30 days, no questions beyond the ones we ask.
You have 30 calendar days from the day the freight carrier signs the unit off to start a return. Notify us by email within that window even if the unit is still in transit — a return cleared during delivery counts as on-time. After day 30, the maker’s warranty path opens in place of the change-of-mind return.
Eligibility
- Unworn, unfitted units in original packaging — packed as they shipped.
- Tent shells with no field marks, no pin holes in the fly, no ladder scuffs.
- Power stations reading fewer than five full cycles on the BMS log.
- Kitchen units with the original crate and accessory kit fully accounted for.
- Expedition shelter components with the warranty card still attached and uncut.
Units that don’t meet the eligibility list fall under the maker’s warranty — a replacement-first path that StoneWave mediates on your behalf rather than a refund.
How to start a return.
Returns start with an email, never a portal login. Four steps, same business day for the RMA, five business days for the refund once the depot clears the unit.
Step 01
Email stonewavebrand@polsia.app with the order number, the unit’s serial label and the short version of why it isn’t going out. Photos are welcome but never required to start the return.
Step 02
We come back the same business day with an RMA number and the return address for the origin depot — Reno, Stuttgart or Auckland, never the home office.
Step 03
Re-crate the unit the way it shipped. Tents and kitchen units ship double-walled on a pallet; portable power ships in its original pressure-fit foam. We include the spec sheet and the return label with the RMA email.
Step 04
Once the unit clears inspection at the depot — typically within five business days of arrival — we refund the unit price in full to the original payment method. Freight is non-refundable on change-of-mind returns; replacement-first path refunds freight and shipping both.
- CurationVetted across a 20-point evaluation
- LogisticsWhite-glove freight in 3 regions
- WarrantyFive-year shell warranty on flagship units
- ServiceReplacement-first where the maker permits