Shipping policy
We do our absolute best to ship as soon as possible for our customers. If there is a shipping charge (for expedited shipping, for example), we are not in business to "profit" from shipping; you are charged what we are charged. Our primary shipping service is UPS or USPS. Both are "ground" services that take 5-7 business days from coast-to-coast (all of our products ship from our primary warehouse in Woods Cross, Utah). While we do our best to ensure your rack is properly packaged before it leaves our facility, on occasion product may get damaged. If this happens please reach out to us as soon as possible. Then follow these steps:
DO NOT ACCEPT YOUR DELIVERY without taking note of any damage that might have occurred on the delivery form. Shipping companies will not fulfill an insurance claim without the damage being noted by the customer. We cannot be held responsible for any product or powder coat damage incurred during transit. TrailRax, Inc will facilitate a claim, on the customers' behalf with the carrier, but it is subject to the conditions listed below being met.
UPS specifically has a 60 day window from the day the package is delivered to submit a claim. With or without insurance, if you wait past 60 days to make a claim for damage or issues with your package, UPS will not accept the claim.
If the damage is so severe that it is obvious the product inside has been damaged, do not sign for the item and refuse your delivery. If you sign for the package the shipping company will view it as rightfully yours and that you have accepted it AS IS.
If the damage is less minor and the goods are intact, you can make a note of the damage on the delivery slip (or electronically with the driver) before signing for the delivery. This will begin the claims process and we will help you file a claim with the shipping company, but it will be your responsibility to replace or repair the product. All awarded claim money will be sent to the customer as reimbursement for shipping damage unless a prior arrangement has been made.
All damages or missing items must be reported to us within 7 days of delivery.
All orders over $400 ship with a signature required upon delivery. If the carrier attempts delivery multiple times without someone present, the package will be returned to us. If this happens, you will be responsible for all associated charges and fees. IF this is a concern we recommend contacting the shipping company and having it held at a local facility for pickup.
Please understand that shipping is very expensive and we typically are splitting shipping costs to get you your package, by no means are we profiting off shipping costs, we are just extending the cost to you.
Delivery dates for all carriers and services are estimates and not guaranteed. Shipping charges and fees are not refundable if a delivery deadline is not met.
We do NOT ship to PO boxes, so please give us an address to ship to or our team will reach out to you to ask for an address to ship to which may cause delays in shipping time.
Customers outside of the continental United States may be subject to additional customs, import, shipping or brokerage fees. We are NOT responsible for customs, import, shipping, or brokerage fees. Please contact UPS for more information.
Cancellations: A 3% fee will apply to all order cancellations to cover non-refundable credit card processing costs. This fee is not retained by us—it is charged by our payment processor and cannot be recovered, so we are simply passing on the cost.