SELF HELP: NEED ANSWERS?
Questions about Your Order
Q: How do I check the status of my order?
A: There are a few ways to get updates on the status of your order:
- All customers receive an email from us once their order has shipped. You can click the tracking link in that email to see where in the country your order is hanging out at the moment.
- You can also click here and we’ll send you off to Order Tracking.
- Call our customer service representatives at any time and ask them to check your order, or you can ask via Live Chat on our site by clicking here.
- Logging into your RealTruck account will show you all of your orders, and there will be a link for each order that allows you to check its status.
Q: Will you let me know if an item is on backorder? What are my options?
A: Although this rarely occurs, sometimes we will be notified by a manufacturer that an item is on backorder. If this does happen, we will contact you with potential sub offers, or to ask if you would like to wait for your original order to be delivered. We work closely with the manufacturer to get an accurate estimated ship date for you, so you will know your options. If we are unable to satisfy your order in a timely fashion due to an extended backorder beyond our control, we will refund your money and let you know when the item will again be available for purchase.
Q: How long will it take to receive my order?
A: The length of time it will take for your order to ship depends on the item itself and its availability. All items on our site will list an estimated order-processing time. The time shown is the time it will take once your order has been placed to when it will be shipped. Most manufacturers use UPS or Fed Ex to ship your items, so transit times vary – a good estimate is 3-5 business days for the item to get to you once it has been shipped.
Q: Will you let me know if my item has shipped?
A: Yes. We work closely with the manufacturers and warehouses to ensure that tracking is received on your order and send you an email informing you when the item has shipped. We provide an estimated delivery date, along with a tracking number and a “quick tracking” link so that you can keep an eye on it until it is delivered.
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Q: How do I change or cancel my order?
A:If you should decide that you need to upgrade your shipping, you may fill out our contact us form and in the notes, enter your order number along with your request, or you may contact our Customer Service Department. You will be charged accordingly once the change is confirmed. We will do everything possible to accommodate your request; however, there is a good chance that your package will already be on its way!
If you should decide that you want to add to your existing order, we are very sorry but we are unable to accomplish this kind of request. We simply suggest cancelling the existing order and placing a new one. To cancel an order, we suggest contacting our Customer Service Department. Due to the speed in which we process orders, cancelling an order or an item within an order is extremely difficult. While we will treat your request with top priority, it may take 24-48 hours to confirm your request and there is a good chance that your package will already be on its way.
If your order has already been sent to a shipping warehouse, you will need to return the merchandise through our normal Returns Process.
Q: How can I get my order sooner?
A: You can request expedited shipping when placing your order online or with a Customer Service Rep. Once you have entered your zip code, you can change the shipping option, and the website will automatically calculate the additional expense for expedited shipping. Please note that this does not speed up normal order-processing time – expedited shipping applies to the in-transit time. However, we will make every attempt to process your order faster if you choose this option. Unfortunately, custom-made products and some items that ship freight are not able to be expedited.
Q: Do you match prices if an item goes on sale after my purchase?
A: No we do not. Generally, we get sale pricing from our brands that are only valid on purchases made within a certain time frame. If the purchase falls before or after that time frame, we cannot match the sale price.
Q: Is the item I want going to go on sale soon?
A: Unfortunately, RealTruck.com does not know if an item will go on sale or special until it acually happens and is live on the site. The best way to catch a sale is to subscribe to our newsletter – those folks are the first to hear about any special deals and steals. We always make sales apparent on our site and you can also find them listed under the “specials” tab.
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Q: Do you charge sales tax on any item?
A: The only time you will be charged sales tax on an item is if it is being shipped to ND. If your billing address is in ND, but you are shipping the purchase to another state, you will not be charged sales tax.
Are you tax exempt in ND? Contact us and we’ll send you a form to fill out that allows us to refund you the sales tax once the form is returned.
Q: What can cause an order delay?
A: If the billing information you provided does not match what your bank has on file, your order may be delayed. If you are shipping to an address different than your billing address, your order may be delayed as it goes through a fraud check. Your order may also be delayed by the manufacturer due to delays in processing or production. If that happens, you’ll hear from us via email or phone. We keep you updated as best as we can!
Q: My order shows as having been delivered, but I don’t have it. What should I do?
A: Although it is rare, occasionally an item will show delivered, and you don’t have it. Give us a call, and we can look into this further for you. We may show a location (front door, garage, side door, neighbor) on the delivery receipt, as well as a signature if one was received. If you are still unable to locate the item, we will file a Lost Package Claim on your behalf with the carrier. They will then take steps to locate your item. In most cases, the item is located within 2-3 business days. If after an investigation the item is indeed lost, RealTruck will order a new item for you.
Q: Oops! I accidentally placed my order with the wrong shipping address, what do I do?
A: Give us a call as soon as you can. Depending on the speed of shipment and order processing, we can attempt to change the address before it ships. If the item has already shipped, we can try to reroute the package mid-delivery at an additional charge.
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