At The Trailer Parts Inc. a Division of The Trailerman Trailers, we are committed to satisfying your needs. We will do what we can to make things right if we are at fault, and will do whatever it takes to help you if we are not.
On Ground Items our normal handling time is 1-4 business days, and the normal transit time is 1-7 business days depending on your location. If you are close to our store, we will source the item and have it shipped to you direct from our store. An idler and electric brake axle that ships ground, has the ends wrapped for protection. Fedex and UPS may damage the grease caps, but we are happy to replace those for you if we have not already included some in your package.
Just contact Jennifer at [email protected] and she will get you taken care of right away. Most other items are boxed carefully, and wrapped so no pieces or parts become missing. If you have any missing items, please contact [email protected]. We provide you an order fulfillment email with the tracking number and carrier used. Please check this often, as we are not responsible for Canada Post, Fedex or UPS misdelivering your package. If they do so, please contact us IMMEDIATELY because the driver will only remember where he delivered to for so long. This is the only way we can help this issue. Please watch for your package with the provided information. If you are missing any parts of your order, please contact us right away as we may have split up the shipment to get your order to you as soon as possible. You may just have another tracking number that was not displayed in your email.
On Freight Items our normal handling time is 2-4 business days and the normal transit time is 3-7 business days depending on your location. If you are close to one of our distribution centers, we will source the item and have it shipped to you direct from that warehouse. Our freight packages are palleted on custom built pallets that ensure the integrity of the pallet.
Your items are banded tight to the pallet where no man force can break the bands. If your pallet contains tires and wheels, many times the boxes will be stuck between them. Please look there in case you ever feel you are missing something. Freight companies are not the most careful with packages, so if you see any damage or lost items please contact [email protected] and we will try to help you right away. If you need a lift gate at delivery, please inform us before you place the order. Otherwise we will try to assume the fee from you as this is an extra charge. Please inform us of any and all changes, because if the freight company cannot get a hold of you in time before storage fees, we will have the items sent back to us AND we will hold the shipping fee from your refund, or will charge you the return shipping fee before we send it back out. Someone must be available to sign for purchase at delivery.
If you order the wrong item because you were not sure on what you needed, we do ask you pay return shipping. We cover the initial shipping to you and the shipping back to you, so we ask that we share the costs with us getting the less end of the stick. If you order the wrong item, and need an upgraded item, you will be charged the return shipping cost, and the difference to the new item. If you ordered a custom axle, depending on the measurements all custom axles are not returnable and non-refundable.
If you order an item and it is not what you need, we will accept returns within 30 days. If the reason is not at our fault, we will charge the return shipping fee and a restocking fee. If you order an item and we do not send the correct item, we will exchange or return the item free of charge. We will access the item upon receipt and ensure there is no damage and that it is in a resalable condition. IF we did indeed send the correct item, the return shipping fee and/or a restocking fee will be held from your refund. Damages: We would be happy to help you. Please contact [email protected] with pictures and a brief message so we can proceed in helping you.
Contact us at [email protected] for questions related to refunds and returns.