Frequently Asked Questions
Returns FAQ Answers
1. How long do I have to return an item?
You have 30 days from the time of delivery.
2. Who pays for the shipping on my returned item?
TruckDNA.net, of course! You have a full thirty days to return your item from the date of purchase, as long as the item is in new and re-sellable condition and has not been installed or modified.
3. Does TruckDNA.net charge a re-stocking fee?
4. Why Do I need a Return Authorization Number?
This number helps the warehouse identify and verify your return. Our warehouses receive hundreds of packages every day. Without an identifying number, your package may become lost, and will delay the refund or replacement process. Some of the warehouses may refuse your package if it does not have the Authorization number, and this could result in the package being returned to you.
5. Where do I return my item?
You will receive return instructions with your Authorization number. This will give you the specific address to which you must return your item. There are instances in which the location that shipped the item to you is not the same place to which you should return it, so please wait for instructions and the Authorization number before returning your item. Of course, your prepaid label will be completed with the correct address to return your item.
6. When will I get a replacement or exchange?
As soon as the item that you are returning has been shipped to its warehouse, we can get your replacement process started. If you have are returning your item due to shipping damage, we will order a replacement for you as soon as we file a claim with the shipping carrier (usually within 24-48 hours). If your package is lost, we will contact the shipping company, trace the package and allow them time (usually 3-5 business days) to locate your package and get it delivered. If they are unable to locate your package, we will place a replacement order for you as soon as we hear from the shipping carrier.
7. How long does it take to receive my refund?
Once you have shipped your order back, we have confirmed tracking and receipt of item, we will process your refund. Depending on your financial institution, it can take between 3-10 business days for the refund to show up on your card or statement.
8. What if I have a Warranty issue?
Please contact us! TruckDNA.net will facilitate a warranty claim with the manufacturer on your behalf. We will contact the vendor with the issue, and coordinate a repair or replacement as necessary. Please remember to snap a few pictures- this will help expedite the process. If the manufacturer prefers to handle warranty claims directly with you, we will let you know, and will continue to monitor the warranty claim until it is resolved.
9. Why do I have to take and send pictures?
When you ship your item back to us, it could be damaged during the shipping process, it could be defective, and item may fit poorly or is not the item you ordered, the warehouses and the shipping carriers (UPS/Fed Ex, etc.) will require picture evidence of the issue. Providing these photos will help speed the process of getting a replacement sent out to you.
10. I would like to return a gift that was sent to me. How do I do that?
What??? There is something that you actually don't absolutely love from TruckDNA.net? No worries! Give us a call and a TruckDNA.net will find the original order and process the return. We can give you a TruckDNA.net gift card for the purchase amount or we can process an exchange for another item.
11. I am returning an item purchased with a gift card. How does that work?
Orders with TruckDNA.net gift cards will be refunded to a gift card for your convenience. We will process a new TruckDNA.net gift card number and it will be emailed to you, credited with the return product amount.
12. Why can't I return items shipped freight or custom-built products?
Items shipped freight cannot be returned if the customer has signed the bill of lading as this signature represents an acknowledgement that the correct item was received, and in proper condition. If you fail to document any damages or issues on the bill of lading, you are saying that the product delivered is exactly what you requested and in good condition, and a ship damage claim can no longer be filed. Please examine products received to ensure you received the correct item and that there are no damages before signing anything. Custom/made-to-order products make your truck look amazing but are non-returnable. If there's any question about getting the right fit for your vehicle, please call us first so we can help make sure you get the amazing, fully warrantied, custom-made part that your truck deserves.