How do I track my order?

As soon as your order has been recorded and its payment validated, you will receive an initial information email. This will assure you that your order has been successfully recorded.

A second email is sent to you once the package leaves our warehouses.

As soon as your package is handed over to the carrier, you can track its progress from your customer area.

How do I use a promotional code?

If you have a promotional code sent to you by the Gamin Tout Terrain site, you can let us know on the “Basket” screen, below the summary of items on the left side of the screen.

What should I do if I am not at home when delivery is made?

If you have placed an order indicating that you would like delivery to a collection point, the carrier will deliver to the store of your choice, and an email or SMS will be sent to you when your package arrives at the store.

If you have chosen home delivery, a non-delivery notice will be placed in your letterbox, inviting you to contact your local delivery office by phone or email.

In any case, the package must be collected within 7 days. After this, it will be sent back to us. In this case, you will be liable for the re-shipping and return fees.

Do not hesitate to contact us if you require assistance.

How do I make a warranty claim?

For all warranty claims, please contact our customer service:

• Either by email: contact@gamin-tout-terrain.com
• Or by phone: 01 42 38 66 00

Be sure to have the following information to hand in order to facilitate the processing of your warranty claim:

• Order no. concerned / name on the invoice
• Your contact details (full delilvery address + mobile no.)
• Photo of the product serial no. (always stated on the product)
• Photo or video demonstrating the problem that you are encountering with your product,
• Brief text explaining the problem that you are encountering with your product.

How do I return an item?

You have 14 days from the receipt of the product to request a product return. To facilitate your return request, be sure to have the following information to hand:

• Your customer number,
• The reference and description of the product that you wish to return.

In order that it can be processed, your return must meet the following conditions:

• The product must not have been used.
• The product must be returned in its original packaging,
• The product and the original packaging must be in perfect condition in order that the product can be put back on sale without re-packaging,
• The product must reach us within 14 days from this date.

The products are checked by the sales department and compared with an in-stock item, prior to being returned to the warehouse and the product being refunded.

Failure to respect our conditions of return will result in the refusal of the return. Provided the conditions of return are respected, we will proceed with our mutually agreed course of action (refund or credit), and we will provide you with a return number. You will be liable for the shipping fees.

You must state your return number on the product box. When you take your package to the store, make sure that the label on your package is properly scanned by the respective member of staff, and keep hold of the receipt for your package.

In any case, we hope to provide you with the best service possible: if we encounter a problem with the products, we will contact you as quickly as possible.

Should you have any questions, do not hesitate to contact our customer service directly at contact@gamin-tout-terrain.com, or give us a call on 01.42.38.66.00 from Monday to Friday, 9:30 am to 5:00 pm (excluding holidays).

What should I do if the received product is faulty, damaged or broken?

If you receive a broken or faulty product, please contact our customer service::

• Either by email: contact@gamin-tout-terrain.com
• Or by phone: 01 42 38 66 00

Here is the information that will be requested in order to process your request quickly:

• Photo(s) or video(s) of the broken part(s), or the faulty product,
• Photo of the assembly instructions with the damaged parts,
• Photo of the product serial no. (always stated on the product itself)