Customer Service FAQs
SELF HELP: NEED ANSWERS?
Q: I need to return my purchase. Where do I begin?
A: Golly, we’re sorry to hear that you are unhappy with your purchase. If you are not 100% satisfied with your RealTruck.com purchase, we encourage you to return it for a full refund with free return shipping. You have 30 days from the date of delivery to return your product(s). Returns must be sent off in the exact state you received them, and in the original packaging.*
The easiest way to get your return going is to notify us by completing an online Return Merchandise Request form or contacting our friendly Customer Loyalty Department. Click the “Help” tab at the top of the page to contact them via, email, live chat, or phone. Within 1 to 2 business days** of submission of your return request, you will be issued a Return Authorization Number (RMA) and provided with return instructions on what to do next. You will also be provided with a pre-paid return label.
There are two exceptions to our return policy: custom-order products, and items shipped freight. These items cannot be returned. Learn why they are exceptions to the rule.
*Please Note: Merchandise that has been installed, used, drilled, bent, scratched, or otherwise damaged is no longer in new and ready-to-sell condition and should not be returned. Said item cannot be refunded, replaced, or exchanged unless it has a manufacturer defect or was damaged in shipping. All returned merchandise must be in its original packaging, including all parts and paperwork.
**Business days refer to days of the work week – Monday to Friday – excluding holidays.
More on Returns with RealTruck.com
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Q: Who pays for the return shipping?
A: RealTruck will provide you with a prepaid shipping label. That’s right, RealTruck will pay for the return shipping, so don’t you worry.
Q: I can’t print my label. What can I do?
A: In most cases, if you are unable to print your label you can contact the shipping carrier (UPS or FedEx) and they can guide you through the process. If they are unable to assist you, and you are still having trouble, give us a call at 877-216-5446 and we will get a label mailed to you.
Q: Where do I return my item?
A: You will receive return instructions with your Return Merchandise Authorization number (RMA), found in the return request confirmation email you will receive once you initiate a return. This will give you the specific address to which you must return your item. There are instances in which the location that shipped the item to you is not the same place to which you should return it, so please wait for instructions and the RMA number before returning your item. Of course, your prepaid label will be completed with the correct address to return your item.
Q: How long does it take to receive my refund?
A: Once you have shipped your order back and we have confirmed tracking, we will process your refund. Depending on your financial institution, it can take between 3-10 business days for the refund to show up on your card or statement.
Q: How soon can I get a replacement or exchange?
A: As soon as the item that you are returning is en route to its warehouse, we can get your replacement ordered. If you have are returning your item due to shipping damage, we will order a replacement for you as soon as we file a claim with the shipping carrier (usually within 24-48 hours). If your package is lost, we file a tracer with the shipping company and allow them time (usually 3-5 business days) to locate your package and get it delivered. If they are unable to locate your package, we will place a replacement order for you as soon as we hear from the shipping carrier.
Q: I would like to return a gift that was sent to me. How do I do that?
A: We’re sorry you don’t enjoy your gift! Just give us a call and a Customer Loyalty Specialist will find the original order and process the return. We can give you a RealTruck.com gift card for the purchase amount or we can process an exchange for a different item.
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Q: I am returning an item purchased with a Gift Card, how does that work?
A: Orders with RealTruck.com gift cards will be refunded back to a gift card for your convenience. A new RealTruck.com gift card number will be e-mailed to you, credited with the return product amount.
Q: My item was damaged in shipping, what do I do?
A: If your order arrives with obvious damage and you refused the shipment, please notify us immediately by contacting our Customer Loyalty Department and we will make arrangements to ship a replacement. If you discover that your order was damaged after receiving it, please complete an online Return Merchandise Request form. Arrangements to send a replacement will be made as soon as possible. In the meantime, please prepare the damaged merchandise for pick up. In most cases, the carrier that shipped the merchandise (usually UPS/FedEx) will come by to collect it for inspection. Please keep a copy of the tracking number for the item being returned. This is your proof that the carrier picked up the merchandise for shipping damage inspection.*
For customers who receive items via freight, please be aware that you should examine the product to ensure you received the correct item and that there are no damages before signing the bill of lading. If you fail to document any damages or issues on the bill of lading, you are saying that the product delivered is exactly what you requested and in good condition, and a ship damage claim can no longer be filed. Items cannot be returned if accepted by signee.
*Please note: Providing photos of the damaged box and item will significantly speed up the ship-damage investigation process. For common carrier (truck freight) shipments, prior to signing for the shipment, the merchandise must be inspected and any shipping damage must be noted on the shipping receipt at the time of delivery. If you have noted shipping damage with the carrier, you may contact us to file a claim within 3 business days from the date of delivery. Arrangements to ship a replacement will be made as soon as possible. Items may be returned only if damage was documented and shipment was refused.
Q: My order was lost in transit, what do I do?
A: While this is rare, we at RealTruck find the excuse “lost in the mail” just as unacceptable as you do. In the event that you did not receive your merchandise because it was lost in transit, please notify us immediately by contacting our Customer Loyalty Department via the “Help” tab in the grey bar at the top of our site. We will work with the carrier to find and deliver your order. In most cases the carrier (usually UPS/FedEx) will find and deliver the package in 1-2 days, however we must give them 3-5 business days to do a tracer on the package. Of course we will make arrangements to ship a replacement if your package has not been found.
Q: Do you have a catalog?
A: Since RealTruck has over 500,000 accessories available, we are unable to print a catalog. It would be the size of the New York phone book! All of our items are available online, and if you have any questions or are unable to find the droids you’re looking for, please call!
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Q: Where can I find the part number for a specific product?
A: Once you have made the selections for your vehicle (make, model, year, and other options as needed) the part number may appear above the selections made. Or you can the part number in the shopping cart once the item has been added. It will appear under the product name.
Q: Are the items pictured the same items that I will receive?
A: RealTruck works hard to make sure that we have accurate pictures of the items, but there are some images that are sample images. Please call us if you have any questions on how the product will look or the components that are included.
Q: How do I add something to the shopping cart?
A: After choosing your item, simply select your choice from the options available. Common options are year, make, model, sub-model, color, and style. Once all of the options are selected, you can click “Add to cart” (yellow button) at the bottom of the page.
Q: Do you price match?
A: While we don’t price match, we assure you that we’re providing the lowest prices we can possibly give. This is all backed by our unbeatable customer service and the manufacturer’s warranty. Not to mention you save a lot of money when you take advantage of our free shipping on everything.
Q: My promotional code won’t work. What happened?
A: RealTruck no longer offers coupon/promotional codes as we try to price everything as competitively as possible. We also offer free shipping on everything, easy returns, and great customer service.
Q: Do you have a warehouse?
A: RealTruck.com does not have a warehouse or stock. However, we partner with hundreds of manufacturers to ensure fast shipping and timely updates of their inventory. If you would like us to check stock for you on an item, we are always happy to do so. You can call us, e-mail us, or get in touch via Live Chat.
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Q: Can I write a review on a product purchased from RealTruck.com?
A: Approximately 3 weeks after you receive your order, RealTruck.com will send you an e-mail requesting a product review. Click the link in the e-mail and submit your review. You can also write a review via your RealTruck Account. Simply log in, and select “My Reviews” from the panel on the left-hand side of the pop-up page.
Q: Do you offer Live Chat Support?
A: Why, yes we do! At the top of any page on our website there is a grey bar with the words “Customer Service” and “Help”. Click “Help” and a pop-up box will appear offering the option for live chat (and more). Live Chat is available from 7am to 9pm CST, Monday to Friday. If you’re looking for help outside of those hours, you can call us during our business hours from 6 am to 10 pm Monday to Friday, 8 am to 8 pm on Saturday, and 8am to 10 pm on Sunday.
Q: What forms of payment do you accept?
A: We accept Visa, MasterCard, Discover, American Express, Pay Pal, Money Orders, Bill Me Later, and RealTruck.com gift cards. Your card is charged the moment your order is placed, whether online or over the phone. We regret to inform you that RealTruck does not accept livestock as payment at this time – although if you’re trying to trade with Kobe beef we may have to reconsider.
Q: What is Bill Me Later®?
A: Bill Me Later is a quick, easy, and secure way to shop online or over the phone without using your credit card. Bill Me Later is service provided by reputable online money-transfer website PayPal that will allow a customer to purchase products online, without paying immediately. Using the Bill Me Later option means that Bill Me Later will pay RealTruck.com for you purchase (once you’re signed up for Bill Me Later), and you pay Bill Me Later for the item when you want.
Simply select this option at checkout, enter top-of mind information, and in a few easy steps, you’re done. You will receive a monthly statement listing all of your purchases. Enrollment with Bill Me later is subject to credit approval.
Bill Me Later® provides “zero fraud liability” protection; the same protection provided by most major credit cards. This means you are not responsible for unauthorized charges. When you checkout, there are no account numbers to enter, just basic information that identifies your purchase and helps to protect you against fraud, so no account number can be lost or stolen.
For more information on Bill Me Later, click here.
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Q: Do you accept international credit cards?
A: No, we do not. We only accept US-issued and -funded credit cards.
Q: Do you allow Cashier’s Checks or Money Orders?
A: We do accept money orders, however we cannot accept Cashier’s Checks at this time. To pay for your order with a money order, please list the items you wish to purchase, the name and address to which the item should be shipped, a valid phone number and E-mail address, and the money order. This must be mailed to our postal address of: Realtruck.com, P.O. Box 2195, Jamestown, ND 58402-2195.
Q: Is it safe to use my credit card online?
A: You can shop at RealTruck.com® with confidence. We have partnered with Authorize.net, a leading payment gateway since 1996, to offer safe and secure credit card and electronic check transactions for our customers.
The Authorize.Net Payment Gateway manages the complex routing of sensitive customer information through the credit card and electronic check processing networks (see an online payments diagram). The company adheres to strict industry standards for payment processing, including:
- 128-bit Secure Sockets Layer (SSL) technology for secure Internet Protocol (IP) transactions
- Industry-leading encryption hardware and software methods and security protocols to protect customer information
- Compliance with the Payment Card Industry (PCI) Data Security Standard
Q: How do I use my RealTruck Gift Card?
A: After you have filled your cart with the items you want, select the “Checkout” then “Proceed to Checkout”. On the next page you will be asked for your billing and shipping details. After you have entered the required information, select the “Continue Checkout” option at the bottom right of the page to head to the “Review & Payment” page. In the upper left corner of the page you should see a “Payment” drop-down menu. Select “Gift Card” and wait for the “Code” box to appear below. Simply enter the code from your gift card, select add, and that’s it!
Forgot your gift card number? No problem! Give us a call and we can place your order for you, or we can e-mail your gift card number to you for future use.
Q: How do I find out the balance of my RealTruck.com gift card?
A: Give us a call and we can look that information up for you. You will need the gift card number, or the name of the recipient (most likely you!).
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Q: Do I have to create an account to order from RealTruck.com?
A: No, you are not required to create an account. We do encourage creating an account however to receive all the benefits it offers such as sales, hot new products, and even videos of our shenanigans.
Q: Why should I create an account?
A: With a RealTruck account, you can access past orders, create a return, create a wish list, receive product suggestions, save your billing and shipping information, and receive promotions and special sales announcements. You can also save your vehicle information to narrow product options to those specifically for your ride.
Q: How do I sign up for newsletters and promotions?
A: Scroll the the very bottom of the page (any page on our website) and at the bottom left-hand side you will see a “Subscribe to our Newsletter” section. Enter your e-mail address in the box requesting it, and click the yellow “Sign Up” button. All done!
Many of our promotions will be mentioned in our regular newsletter. Or you can always check out our Specials to see all our offers.
Q: How do I unsubscribe from e-mails?
A: Each promotional E-mail that we send from RealTruck will include an “unsubscribe” link for your convenience. You can also change your preferences in your account, or give us a call and we can take care of that for you.
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Q: How do I update my profile information on my account?
A: Once you have logged in to your account, you can select “Account Details” from the panel on the left-hand side. There you will have the options to alter billing information, shipping information, your username or password.
Q: What are cookies? Do we require cookies to be enabled on RealTruck.com?
A: You mean besides delicious treats? Cookies are used to store information about your visit to RealTruck. Ever wonder how you can return to RealTruck.com and we magically remember what truck you have? That’s how our cookies can help you. If you’re paranoid that RealTruck is a front for the NSA or KGB and we’re tracking your thoughts, you can always clear your browser history.
We want our customers to do whatever makes them happy, whether that means disabling cookies, or putting a tonneau cover on a Toyota Tercel. Having cookies enabled, however, sure makes it easier for us to provide our customers with a personalized experience on our website. We think that would make our customers happier, so it would be best if cookies were enabled.
Q: When placing an order, I get an error message stating that there has been an authorization failure. What went wrong?
A: First off, make sure the billing address that you entered on our site matches what your financial institution should have on file. Then, make sure the card number, expiration date, and security code were all entered correctly. If you’re still having issues, please contact us and we will help you as best as we can!
A: RealTruck collects information to provide a high level of customer service and order tracking. Our goal is to create a friendly and easy to use website that allows you to shop without having to tediously re-enter personal data. Please keep in mind that you may visit our site anonymously. To read the entire policy, please click here.
Q: What are the RealTruck Terms and Conditions for using the website?
A: All users of RealTruck.com are subject to and agree to our terms and conditions and other applicable laws. Accessing our website indicates you agree to the Terms and Conditions set forth in this document.
To read all of our terms and conditions, please click here.
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