The Truck Brigade team values your business and strives in every way to ensure that you, the customer receives world-class service as well as a great experience with your order. If you need to return or exchange an item purchased from our website, report an item damaged during shipping, or file a warranty claim: please contact us directly at [email protected] and we will get back to you as soon as possible. We take pride in each and every customer that we do business with and we will do our best to help solve any issues that you may have.
Truck Brigade backs most of our products with a 30-day guarantee. From the date your order has been delivered, you will have up to 30 days to return your item. We will accept most returns as long as it is new, has not been installed or modified, and is in resellable condition.
Our logistics specialists will issue you a Return Goods Authorization (RGA) once you have opened a return request. Please allow up to 5 business days for the request to process and be approved.
Once the RGA has been processed you will receive an email with the ship to address and must cover the cost of the return shipping. If the item is broken or damaged, we hold the right to request photos. Additionally, we may require photos in cases where the fitment of your item is either too big, too small or not the item that was purchased. However, the return shipping will be covered by Truck Brigade for any product that has been damaged while in transit.
Some orders that have had to be shipped via freight may have return restrictions due to their size or weight, which results in pick-up issues. Any item that has been shipped via freight is only returnable if the product has been damaged during shipment, or if the wrong item was sent to you and does not match the product description of the order AND only If you refuse the shipment at the time of delivery. Freight items must be signed for during delivery, please inspect your items and ensure they match your order and are not damaged before providing final sign-off. If you see any issues, do not sign, and refuse delivery of the freight shipment immediately. Truck Brigade reserves the right to either allow or deny a customer an exchange on an order in situations where the customer did not order the correct product.
*Important – Please Note: Products that have been installed, bent, drilled, scratched, modified, or damaged are no longer considered in “new” or “resellable” condition and will not be eligible for return unless there is a manufacturer defect, or the product was damaged during shipping. All returns must be in their original packaging, including all paperwork and parts.
**Business days refer to days of the work week Monday to Friday excluding holidays.
I. Why do I need a return authorization number (RGA)?
The RGA is needed to help the warehouse team identify and verify the return of your order. To ensure there are no issues that would delay the refund or replacement process an RGA is required. Without an RGA, you run the risk of a warehouse rejecting the return due to these reasons.
II. Who pays for the return shipping?
If the return is due to the product being defective or because of our error, the return shipping is on us!
**If the item was shipped freight, we will gladly refund the purchase price of the product minus $125 for return freight shipping.
Once the product is returned and inspected, you will receive a refund, minus the shipping fees.
If you are returning an item that is not defective or damaged, you must cover the cost of the return shipping, plus a $25 restocking fee.
III. Why do I need to send pictures of certain returns?
In the case that your product has shipping damage, is defective, fits poorly, or is not the item you ordered, the warehouses and the shipping carriers (UPS/FedEx, etc.) will require picture evidence of the issue. Providing these photos will help speed up the process of getting a replacement sent out.
IV. I can't print my return label. What can I do?
In most cases, if you are unable to print your label, you can contact the shipping carrier (UPS or FedEx) and they can walk you through the process. If they are unable to assist you and you are still having trouble, give us a call, and we can get a label mailed to you.
V. Does Truck Brigade charge restocking fees?
If the order was damaged or defective there is no charge to return the order to us. If the order needs to be returned for some other reason you will be charged a $25 restocking fee.
VI. Where do I return my item?
You will receive return instructions with your Return Goods Authorization number (RGA). This will provide the specific address to which you must return your item. There are instances in which the location that shipped the item out is not the same place to which you should return it, so please wait for instructions and the RGA number before returning your item. Of course, your prepaid label will be completed with the correct address to return your item.
VII. What if I have a warranty issue?
Contact us directly and we 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.
VIII. How soon can I get a replacement or exchange?
As soon as the item that you are returning is en-route to its warehouse, we can get your replacement ordered. If you 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 file a tracer with the shipping company 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.
IX. How long does it take to receive my refund from Truck Brigade?
Once you have shipped your order back, and we have confirmed tracking, we will process your refund. Depending on your financial institution, it can take 3-10 business days for the refund to show up on your card or statement.
X. I would like to return a gift that was sent to me. How do I do that?
No problem, we will help you find one that is more fitting for you! Email us at [email protected] and a solutions specialist will find the original order, verify it with you and start to process the return.
XI. How long do I have to return an item?
Truck Brigade allows up to 30 days from the date of delivery for you to return your item. Contact us directly and we will gladly help you.
XII. 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. A signature represents an acknowledgment 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 are non-returnable. If there are any questions concerning getting the right fit for your vehicle, please contact us first so we can help make sure you get the amazing, fully warrantied, custom-made part that you and your truck deserve.