We want you to be completely satisfied with your purchase and our Customer Loyalty Specialists will do our best to ensure you are getting products that you’ll love. Changed your mind? No problem! If you are not completely satisfied with your purchase, you may return any item* within 30 days of delivery of your merchandise.
*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 and can not 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. Warranty for each product is according to the specific manufacturer’s policy, which is generally repair or replacement. Should you have a warranty issue please complete our Online Merchandise Return Request Form and we will facilitate a warranty service request for you with the manufacturer.
Special order “custom built & made to order” products are not returnable. They are, however, fully warrantied by the manufacturer. If you are unsure, have questions or need assistance with a warranty issue, please give us a call and we will be happy to coordinate a warranty request with the manufacturer on your behalf.
You will be issued a Case ID Number (CR#) and provided with return instructions on what to do next in accordance with our Return Policy within 24-48 hours upon receipt of your Return Merchandise Request. (Excludes: Saturdays, Sundays and Holidays).
Properly package your return merchandise to avoid damages. Please include all original packaging, parts and paperwork.
When you are ready to ship the item back, please ship it back using the pre-paid label provided. You must have an CR number in order to return the item.
This is necessary for:1. Identification of your returned merchandise. Our warehouses receive hundreds of packages every day. Without an CR number (Case ID Number) identifying it, your package may become lost.2. Getting your package to the right warehouse. We have multiple warehouses throughout the United States that we ship from so you get your order as fast as possible. Returned merchandise must be sent back to the location we direct you to return it to. Shipping a return to the wrong warehouse or our mailing address will significantly delay the processing of your return and may result in additional fees or the loss of your package. We are not responsible for lost packages.3. Avoiding lost returns. Without a proper CR number and Tracking number, your package can easily get lost. Without these numbers, identifying a lost package is almost impossible. If we do not receive or cannot find your package, we cannot process your return.
My Order Was Damaged in Shipping
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 Merchandise Return Request Form. You will be issued a Case ID Number (CR#) and we will provide you with instructions on what to do next in accordance with our return policy. Arrangements to ship a replacement will be made as soon as possible. In the meantime, please prepare the damaged merchandise for pickup. In most cases, the carrier that shipped the merchandise (usually UPS/FedEx) will be by to pick it up for inspection. Please keep a copy of the pickup tracking number should you need it for future reference. This is your proof that the carrier picked up the merchandise for shipping damage inspection.
Please Note: Providing photo’s of the damaged box and item will help speed up the ship damage process tremendously. 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.
**Please note: By signing the bill of lading without documenting any damages, the signee is acknowledging that the product was delivered free of damage and the product is non-returnable and a ship damage claim can no longer be filed. The item can not be returned if accepted by signee.
My Order Was Lost in Transit
In the event that you do not receive your merchandise because it has been lost in transit, please notify us immediately by contacting our Customer Loyalty Department. We will work with the carrier to find and deliver your order. In most cases the carrier (usually UPS/FedEx) finds and delivers the package in 1-2 days. Of course we will make arrangements to ship a replacement when needed.
Every product on our site is backed by a manufacturer’s warranty. Although the specific terms of warranties vary from product to product, many of these products are warranted for the life of the vehicle. Please contact our Customer Loyalty Department so that we may file a warranty claim directly with the manufacturer on your behalf; as well as, assist you in obtaining a phone number for the manufacturer so that you may contact them directly if you wish to expedite the process. If you are returning your merchandise as part of a warranty claim or a defect has occurred during the intended use of the product and the item is eligible for warranty, we will make a request directly to the manufacturer on your behalf. Refunds may not be allowed on warranty claims, due to the manufacturer’s right to repair or replace defective merchandise.
There Was an Error in My Order
Although it rarely happens, in the case your order arrives with an error (i.e., what you received is not what you ordered or what you received is not the correct application for the year, make, model of your vehicle, etc.) or is defective, please notify us by completing an Online Merchandise Return Request Form. You will be issued a Case ID Number (CR#) and provided with instructions on what to do next.
1. If you are returning your merchandise and would like a refund, your credit card will be refunded the original purchase price (plus sales tax if applicable) once the returned merchandise is back en-route to the warehouse. You will be provided a prepaid label.
2. If you are returning your merchandise and would like a replacement, once the returned merchandise is back en-route to the warehouse, we will process your replacement as requested. Should the price of the exchange exceed the original purchase price of your return, your credit card will be charged for the difference in cost plus shipping fees. In the event that the exchange plus the shipping fees are still less than the original purchase price of your returned merchandise, then you will be issued a refund or gift card for the difference in cost. If choosing a gift card, you will receive an additional $5.00 towards your refund. Please Note: Shipping and Additional Handling Fees are non-refundable. You will be provided a prepaid label.
3. Refunds may take 5-7 business days to post to your account and the time required varies by financial institution.
Should you need your replacement right away and you do not want to wait for us to receive and inspect the original merchandise being returned prior to shipping out your replacement/exchange request, we suggest that you contact our Customer Loyalty Department specifying that you would like a refund and simply place a new order.
Tracking My Replacement/Exchange
You may check the shipping status of your replacement / exchange merchandise by visiting our Online Tracking at RealTruck. To track your replacement / exchange, enter your order # and your shipping zip code.