At The Trailer Parts Outlet, 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.
Shipping:
On Ground Items our normal handling time is 1-3 business days, and the normal transit time is 1-5 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.
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 Samantha at customerservice@tktrailerparts.com 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 support@thetrailerpartsoutlet.com.
We provide you an order fulfillment email with the tracking number and carrier used. Please check this often, as we are not responsible for 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.
Freight.
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 support@thetrailerpartsoutlet.com and we will try to help you right away.
If you need a liftgate 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 have any questions about this, please feel free to reach out to us via phone at (833) 416-9396 or email us at support@thetrailerpartsoutlet.com and we would be more than happy to help!