SELF HELP: NEED ANSWERS?
Learn about Shipping and Delivery
Q: Can I expedite my order?
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: Where do you ship? Do you ship outside of the United States?
A: We love our friends outside the lower 48 in the US and we apologize that we cannot directly ship to these locations. We strive for the very best in customer service and we feel there are too many factors prohibiting us from delivering on our promise in these areas. We will be happy to ship to a Freight Forwarder in the lower 48 states. If that isn’t an option, we would be happy to help you find a company that is better able to assist you with getting the product you want.
Q: Do you ship to PO Boxes or Military APO/FPO addresses?
A: Because we ship via UPS and Fed Ex, we are unfortunately unable to ship to PO Boxes or Military APO/FPO addresses.
Q: How do I track 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 your order is 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.
- Log into your RealTruck account and select “My Orders” from the left-hand navigation panel to view all of your orders. Below each order, there will be a yellow “Track” button. Click it and you’ll find out what state in the continental US your order is currently visiting.
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Q: How long will it be before I 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: 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 as delivered, but 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 normal delivery, but I need to expedite it. What can I do?
A: Give us a call! We can attempt to expedite the shipping with the carrier at an additional charge. However, due to the speed at which orders are shipped, the item may have already been assigned a tracking number, and we won’t be able to expedite it. But we will certainly try. Please note that expedited shipping pertains to the time enroute only, not to the speed at which orders are processed.
Q: What are the shipping charges for returning an order?
A: There are no charges to return an order to us. We pay for the return label, and there is never a restocking fee.
Q: What do you charge for standard ground shipping?
A: Standard ground shipping is always FREE at RealTruck.com. Yes, even for freight items!
Q: Will I have to sign for my package?
A: RealTruck.com does not require a signature for most items. However, at the discretion of the carrier, they may add a signature requirement based on the delivery location. If they feel that leaving the package may create a risk, they may add that requirement at their discretion. If an item is shipped freight, you will need to thoroughly inspect it and then sign for the delivery.
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Q: Why don’t you ship to AK or HI anymore?
A: We love our friends outside the lower 48 in the US but we apologize that we cannot directly ship to these l locations. We strive for the very best in customer service and we feel there are too many factors prohibiting us from delivering on our promise in these areas. We will be happy to ship to a Freight Forwarder in the lower 48 states. If that isn’t an option, we would be happy to help you find a company that is better able to assist you with getting the product you want.
Q: Will you let me know if my item has shipped?
A: Yes. We receive the tracking number, assign it to your order, and email it to you using the email address that you provided when you placed the order.
Q: What mailing carriers do you use?
A: This depends on the weight and size of the item. Our warehouses usually use Fed Ex or UPS to ship orders. Items that ship freight will be shipped with the trucking company used by the particular manufacturer. In all cases, we will let you know when the item has shipped, and which carrier has possession of your order. Items shipped truck freight do require a thorough inspection and a signature at delivery. Any damages must be noted on the bill of lading. We will notify you via email if your item has shipped truck freight, and we will also email you special freight delivery instructions.
Want Faster Truck Freight Delivery? Please provide a Business Name and Business Address to which we can ship your purchase. This can speed up delivery time.
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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 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 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. Unclear as to whether this is an old or new tracking number.**
*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.
**For items that ship freight, it is the customer’s responsibility to ensure that the correct product has been received,and in good condition, before signing the bill of lading. If a signature is provided without any damages having been documented, the signee is acknowledging that the product was delivered free of damage. The product will thus be non-returnable and a ship damage claim can no longer be filed. The item cannot be returned if accepted by signee.
Q: Why would my item be shipped using truck freight?
A: Some items, due to the product size or shipping requirements, will be shipped via common carrier (truck freight). Please allow 5-7 business days for ship time transit. We select the best shipping carrier based on where you live and the location of the warehouse it will ship from. Please provide your telephone number for all truck freight orders. Your telephone number may be needed should the driver need directions to your address. All truck freight shipments must be signed for. The shipping company may ask you to pick up your item at their dock or warehouse if they are unable to meet you at the delivery location.
Want faster delivery for a truck freight shipment? If you can provide a Business Name and Business Address for us to ship to, it can speed up the delivery transit time.
Please Note: Thoroughly inspect for shipping damage prior to signing for the shipment. The item must be inspected and any shipping damage must be noted on the shipping receipt at the time of delivery.
Q: How can I get shipping insurance on my order?
A: Shipping insurance is included in every order at no additional cost to you.
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