Shipping policy

ADDRESS CHANGE REQUEST

If you request an address change after your order has been processed, we will do our best to work with the carrier to re-route your package(s). If successfully re-routed there will be an address change fee of $21 plus any additional shipping charges (customer responsibility).

UPS My Choice – we encourage you to sign up for this free service with UPS. UPS My Choice® lets you decide how, where and when home deliveries occur to fit your schedule. Get estimated arrival and progress alerts.

SHIPMENT REFUSALS

If you refuse a package, an $21 service fee and any additional shipping charges will be deducted from the refund. This will also delay the refund process.

If you would like to return an item, all shipments must be accepted and then sent back following our standard return process.

Refusals for International Orders: Duty, Taxes, and Fees incurred during return will be deducted from your refund.

RECEIVED THE WRONG PRODUCT

If you received the wrong product, email photos of the incorrect part and the part number on the manufacturer's packaging to customerservice@trailrecon.com within 5 business days from the time of delivery.

You and/or your mechanic are responsible for making sure the part is the correct part for your vehicle BEFORE installation.

We do not refund 3rd party charges, i.e., installation costs, prep costs, painting cost or any other cost associated with installation.

MISSING PARTS

If your order is missing part(s), please email photos of what you have received and a photo of the part number on the manufacturer's packaging to our Customer Success Department at customerservice@trailrecon.com. 

Do not install/attempt to install anything with incomplete parts.

All missing parts must be reported to customer service within 7 business days.

DAMAGED SHIPMENTS

If your package was delivered to you damaged, email photos of damage(s) to Customer Success Department at customerservice@trailrecon.com. TrailRecon will handle the claim on your behalf.

  • Shipping companies require the original packing for inspection. It is the customers' responsibility to keep all original packaging.
  • Do not install/attempt to install anything you receive damaged. Once installation is attempted all warranty and claims are null and voided to replace the damaged part.
  • Expedited shipping is at the customer's expense for replacement of damaged items.
  • All damage(s) must be reported to TrailRecon within 7 business days.

 

LTL TRUCK SHIPMENTS

Once you've signed and accepted a truck freight shipment, you are releasing the freight company and TrailRecon of any liability for damages not reported on the delivery receipt. It is important to inspect the contents of the shipment even if the outside of the box(es) show no visible signs of damage.

Please watch this quick video https://youtu.be/XHZOIVnGULQ for important delivery instructions.

When your LTL Truck Shipment leaves our Warehouse, you will receive an Email with pictures of your shipment and important deliver information. Attached to this email you will find images of your package(s). It is extremely important to check your freight for shortages or any signs of damage at the time of delivery (use the images to compare).

  • Once you’ve signed and accepted the shipment, you are releasing the freight company and TrailRecon of any liability for damages not reported on the delivery receipt. Although most deliveries are made without incident, should you discover a problem please follow the guidelines listed below.
  • The freight company will contact you directly to schedule a delivery date.

o    Freight company has limited space. There is a 24-hour period once the freight arrives at the delivery service center and the freight company has given arrival notice to the consignee to call back in and get it scheduled. After that 24-hour period, storage may begin. Additional costs will be the customer’s responsibility.

o    Please note the agreed-upon date is an appointment so please make sure someone 18 years of age or older is there to sign and inspect. If they must reschedule or if the shipment is returned to the sender for any reason, they will charge for the delivery attempt. This additional charge will be the customer’s responsibility.

  • If there is damage do NOT refuse the shipment. Note the damage(s) on the paperwork and take pictures as the video instructs and email us at customerservice@trailrecon.com.

o    If the driver doesn’t allow you to open it for inspection or can’t wait, please write on the Bill of Lading: SUBJECT TO INSPECTION and have the driver sign it. Reminder if you sign for the package you are releasing liability.

o    You can use this link to track your shipment - https://www.fedex.com/en-us/home.html

DAMAGE TO OUTSIDE PACKAGING

If the containers in your shipment show visible signs of damage, open them immediately to check the contents, and ask the driver to inspect the contents with you. Then, write a precise description of the damage on both your copy and the freight company’s copy of the delivery receipt.

If the driver doesn’t allow you to open it for inspection or can’t wait, please write on the Bill of Lading: SUBJECT TO INSPECTION and have the driver sign it.

DAMAGE TO PRODUCTS

If you find that the product is damaged at the time of delivery you must write “Damaged” and a brief description of the damage on the delivery receipt. If the damage is not listed on the delivery receipt, you are releasing the freight company and TrailRecon of any liability for damages not reported on the delivery receipt. Please ensure accurate documentation and take pictures. Then email us at customerservice@trailrecon.com within 48 hours with photos of damage.

Concealed damage must be communicated to customerservice@trailrecon.com within 48 hours of receipt.  

LOST OR STOLEN PACKAGES

It is your sole responsibility to ensure that your account has a current address and other correct contact information to ensure proper delivery. TrailRecon is not responsible for any packages delivered to an incorrect address due to customer error.

Missing packages that show delivered must be reported to TrailRecon within 24 hours. If the package shows delivered, and you did not receive it TrailRecon will request a police report be filed immediately. Submit a copy of the police report to customerservice@trailrecon.com and we will open an investigation with the shipping company.

SHIPPING TO APARTMENTS/CONDOMINIUMS

If you provide an apartment address as your ship to destination, this is at your own risk. TrailRecon will not be liable for loss or theft.