Terms & Conditions

Shipment times: All orders placed prior to 2pm EST Monday through Friday, excluding holidays, will be processed the same day that payment has cleared. Orders placed after 2pm EST Monday through Friday will be processed on the following business day. Orders placed after 2pm on Friday, and during major holidays will be processed on the next business day.

Expedited shipping: Some products are available for expedited shipping at an additional charge. Please call Customer Service at 1-800-828-9876 if you need to rush a product. We can verify the closest shipping point to your destination and determine the fasted shipping method available and cost.

Oversized items: some items do not qualify for free freight because of their dimensions or weight. Such items will be clearly marked. If an item has any component with a shipping weight over 150 lbs., it will need to be sent via common carrier. It is the customer's responsibility to assist the driver to unload such items. The customer will incur surcharges on UPS and FedEx residential deliveries of oversized items. If a business delivery address is not available to you, we recommend having the shipment sent to your nearest Packing/Mailing store which will usually avoid additional shipping surcharges.

Shipping outside the 48 states- our prices and discounted delivery offers apply to the contiguous 48 states only. We can offer shipping to AK, HI, PR and Canada for an additional fee. Canadian residents may be charged VAT taxes if applicable. Customs and tariffs are the responsibility of the customer. While many destinations are considered US Territories, shippers consider them to be international, and higher rates still apply.

DELIVERY TIMES

An "In-Stock" item usually delivers in 2 to 7 business days, depending on the time the order was placed, its origination/destination points, and the shipping carrier.

In rare circumstances, an in-stock item can get pre-sold. If this occurs, you will be sent a email notification that your item is on backorder. You have the option to continue to wait for that item, cancel your order for a full refund, or select a different item to order.

TRACKING NUMBERS

Tracking numbers are automatically uploaded into our system from UPS and FedEx, and are forwarded to the customer immediately thereafter. This usually takes 2 business days from the clearance of payment. If you haven't received a tracking number by the 4th business day, notify our order department at info@ecustomhitch.com for an update.

SUBSTITUTIONS

We reserve the right to substitute a part of equal of greater value that will not be materially different from the part ordered. This occurs rarely, when a manufacturer is running a production line of identical parts with different branded labels, or when a superior product is offered at no additional charge due to an out-of-stock issue.

MULTIPLE SHIPMENTS

When ordering multiple parts, or kits containing more than one part, it is likely that they will ship out separately from different warehouses to expedite the order.

ACCEPTED PAYMENT METHODS

We offer a variety of payment options, including:

PayPal
Visa
MasterCard
Discover
American Express

Others: we can accept money orders, travelers checks and other forms of secure payment. Additional shipping times will be incurred. Please contact us for details.

SALES TAX

For shipments to Florida addresses, we are required by Florida State Law to collect 6% sales tax.

LEGAL SHIPPING RESTRICTIONS

We are unable to ship parts to locations where they are prohibited by law. Most notably, 49 state exhaust parts cannot, under any circumstances, be shipped to California.

CUSTOMER RETURNS

If for any reason you are not happy with your purchase after receiving your item, you may return the item(s) within 7 days of receiving your order unless otherwise noted as a "non-returnable" or "final clearance" item.

RETURNS DUE TO THE FAULT OF ECUSTOMHITCH: If you receive an incorrect item due to a shipping, listing, or advertised part fitment error; or due to any fault of eCustomhitch, please notify us within 3 business days. We will ship out a replacement part at no charge to you, and will send a pre-paid UPS or FedEx shipping label to return the incorrect part.

RETURNS DUE TO SHIPPING DAMAGE: If you receive an item that is damaged in transit, please notify us within 3 business days. If the box is visibly damaged, refuse shipment. If the box appears undamaged, but contains a damaged product, please take pictures of the product still in the box and notify us immediately. We will ship out a replacement part within 48 hours at no charge to you. A damage claim will be filed with the carrier, and you will be sent a pre-paid UPS or FedEx shipping label to return the damaged part.

RETURNS DUE TO THE FAULT OF THE CUSTOMER: If you receive an item that you are dissatisfied with, for any reason, please notify us within 7 business days so it can be returned. A 20% restocking fee applies (which we are forced to pay to the vendor), plus applicable freight charges. Any items noted as "not returnable" cannot be returned.

TO RETURN A PRODUCT: contact us via email at returns@ecustomhitch.com. We will issue an Return Goods Authorization (RGA) number. Due to our high sales volume, no returns will be accepted without an RGA number. All returns must be unopened, unused, and complete with no missing parts or instructions. Parts must be undamaged, uninstalled, and include the original packaging and instructions. A credit will be issued using the same payment method used for purchase within 5 days after the product is returned and inspected.

DISCLAIMER OF LIABILITY

To the extent permitted by law, neither eCustomhitch nor any of its employees, related partners or their respective officers will be liable in any way for any loss, damage, cost or expense suffered or incurred by you or claims made by you because of your use of this site, unavailability of this site or in connection with any products, services or information advertised, offered or supplied through this site. eCustomhitch maintains the exclusive right to cancel or refuse any order without limitation. The includes instances of price omission, incorrect pricing, typographical errors, suspicion of fraud, quantity limitations and delivery area restrictions.

CONTACT US

Please feel free to call or email us with your orders, questions or concerns. Our staff is available Monday through Friday 9-5 EST at 1-800-828-9876. Email is our preferred method of contact, and is usually monitored throughout the evening and weekend: info@ecustomhitch.com. Please include your name, order number, and any other pertinent information so we can better assist you.