Shipping policy

Order Fulfillment & Shipping Policy

Product Lead Times

Lead times for each product are clearly listed on their respective product pages. Once your order is ready for fulfillment, the shipping method selected at checkout will be applied.

Shipping Methods

We primarily ship via UPS for all standard orders. However, if flat-rate shipping is selected at checkout, the package will be shipped via USPS.

For freight orders (i.e., orders that include large items such as bumpers and/or rock sliders), we use freight carriers exclusively, as these items cannot ship via standard ground methods. The freight carrier is selected based on route availability and shipping timelines.

If you have a preferred freight carrier, you may request this at the time of scheduling your freight pickup, and we will do our best to accommodate your preference.

Expedited Shipping and Carrier Responsibility

While expedited services and delivery timelines are guaranteed by the carrier, we are not responsible for delays caused by circumstances beyond our control, including but not limited to inclement weather, natural disasters, labor strikes, or other unforeseen events affecting carrier operations. If a guaranteed delivery service fails to meet its commitment, we will assist you in filing a claim with the carrier, but we cannot issue refunds for shipping charges outside of what the carrier reimburses.

Shipping Costs on Returns

Please note that shipping costs are non-refundable on returned items, regardless of the reason for return. If you choose to return an item, the original shipping cost will not be credited back, and return shipping is the responsibility of the customer unless otherwise specified.

International Buyers

Please note that all quotes and shipping costs do not include import duties, taxes, or customs fees that may be imposed by your country upon arrival. It is the buyer’s responsibility to cover all shipping costs and any additional charges outside of the United States. We strongly recommend checking with your local customs office before placing an order, as we are not responsible for any additional charges such as customs fees, duties, VAT, brokerage fees and/or taxes once the package leaves the U.S.

If a package is refused upon delivery or deemed undeliverable after multiple attempts, it will be returned to our warehouse, and the purchaser will be responsible for all return shipping costs.

Additionally, if you are shipping freight internationally, we can provide border and broker clearance, with the exception of Canada and Mexico. For those two countries, you must provide a customs broker in order for us to proceed with scheduling the freight pickup.

This requirement applies only to freight/pallet orders, typically those that include bumpers, rock sliders, or other oversized components, which must ship via freight due to their dimensions and weight.

Tracking Information

Once your order has been fulfilled, you will receive an automated shipping confirmation email with tracking details sent to the email address used at checkout.

Missing, Damaged, or Undelivered Items

If you receive a shipment and an item is missing or damaged, you must notify us within 30 days of receiving your order. Timely notification ensures we can properly address the issue and initiate any necessary claims with the carrier.

If your item has not arrived but you have received a tracking number, please contact us within 30 days of the shipment date so we can open a claim with the shipping carrier. All packages are insured, but claims cannot be filed or processed after the 30-day window.

Please carefully inspect your package upon delivery and report any missing or damaged items immediately. Failure to report issues within this timeframe will forfeit eligibility for replacement, refund, or carrier claims.

For further assistance, contact our customer support team at: info@eurowise.com