Frequently Asked QuestionsHome > Frequently Asked Questions
Warranty and Repairs
Do you install or make
repairs?
No. We currently do not install or make repairs.
Most of our
products are very easy to install...usually with only a screwdriver. In
addition, your local garage can provide installation services. You may wish to
contact the manufacturer to determine average install times before engaging an
installer you are unfamiliar with.
Do you sell parts for
the items you sell?
Although we do carry some
parts...e.g., bulbs for lights...we generally do not stock parts. The
manufacturer who made your product should be able to fill your request.
You can find contact information on the manufacturer at visiting
SEMA's website. SEMA is an
association that we and other reputable aftermarket accessory vendors belong to.
What kind of warranties
do your manufacturers have?
Every product on
our site is backed by a manufacturer's warranty. Although the specific terms of
warranties vary from product to product, many of these products are warranted
for the life of the vehicle.
If you have a warranty issue, you
can find contact information on the manufacturer at
SEMA's website. SEMA is an
association that we and other reputable aftermarket accessory vendors belong to.
Orders
How do I place an order on-line?
STEP 1: Shop for Products:
When you find an item you want, press the "Add to Cart" button to add it to your
"Shopping Cart". You can continue to shop and add and delete items at any time.
STEP 2: Proceed to Checkout:
When you have completed your shopping, press the "Check Out"
button if your viewing your shopping cart. To view your shopping cart select the
"View Cart" button at the top right hand corner of any web page.
STEP 3: Tell Us Where to
Ship Your Order:
Here is where you tell us
where to ship your order. Please indicate the street address of your residence
or business. Note: We cannot ship to a P.O. Box. In addition, please include a
phone number in case the shipper needs to contact you. We will also need
the make, model, year and other information about your vehicle so that we can
double check your order.
STEP4: Tell us How to Bill
Your Order:
Here is where you tell us your billing address and what credit card you want
your order charged to. For credit card security purposes, your billing address
must match the address that your credit card statement is mailed. We will need
your email address to keep you informed of the status of your order during the
handling and shipping process. You will also be given a choice to have an
evaluation e-mail sent to you after your order is fulfilled. Your feedback helps
us to find out how we are doing and allows us to serve you better in the future.
STEP5: Place Your Order:
This is the last
step. When you press the "Complete" or "Place Order" button your on-line order
will be securely submitted to us.
Can I order by mail or fax?
Absolutely! Simply look for the "Mail/Fax Order Form" link at the end of each
page. Click on the link and a you will be presented with a form that you can
print and send to us.
Note: Your order will be
processed much faster by placing your order through our secure on-line order
engine. We use the Yahoo! Store order management system which securely
processes thousands of orders daily. For more information on just how safe it
is to process your order on-line, see the security section of our FAQ section.
When does my credit card get
charged?
Orders Filled From Our
Warehouses
We charge your credit card when the order is shipped.
Orders Filled From The
Factory
On occasion we may be out
of the item you ordered. In these cases, your order will be placed directly
with the factory to prevent delays. Most
manufacturers require pre-payment for factory orders. As such, we will charge
your credit card when we place the order with the factory. We are also charged
a "Special Order" fee by most manufacturers for these types of orders. Note
that we DO NOT pass this cost on to you the customer. If
the factory has the item in stock, your order will typically arrive two to seven
days after the order is processed. If the factory is out of the item you
ordered, it may take longer. It is rare that any factory order will take longer
than 30 days.
How will my order be shipped?
With the exception of certain large items (e.g.,
toolboxes) we ship all orders by UPS/FedEx ground. Standard UPS/FedEx
shipping normally requires 3-7 business days. Delivery for large items shipped
Ground Freight will normally take 10 to 15 business days.
Do you ship to Hawaii, Alaska
or Internationally?
Due to restrictive freight charges and
tariff issues, our prices do not reflect free shipping to
Alaska, Hawaii or outside the US.
Do you ship to Military APO's?
All of our shipments go UPS or FedEx. As
such, we cannot ship to APO's in Alaska, Hawaii or outside the US.
How long will it take to get
my order?
We typically
process orders on the next business day and ship the business day following
processing. Virtually all orders are shipped from one of the many warehouses we
pull from in the US. These orders, will typically arrive in one to five
business days after the order is processed.
On occasion we may be out
of the item you ordered. In some cases, your order will be placed directly with
the factory to prevent delays. If the factory has the item in stock, your order
will typically arrive three to ten business days after the order is processed.
If the factory is out of the item you ordered, it may take longer. It is rare
that any factory order will take longer than 30 days.
When your order is shipped, we
will e-mail you a shipping confirmation. Unless your order is shipped freight
or from the factory, your confirmation will include a UPS / FedEx tracker so
that you can easily determine where your order is in the UPS / FedEx system.
Do you ship overnight?
No. Due to the large nature of the items we ship, overnight
shipping is very cost prohibitive to the customer. For example, a set of
nerf bars that might typically cost us $30 to ship to you ground, would cost
over $200 to ship overnight.
How will I know where my order
is once I place it?
When your order is
shipped, we will e-mail you a shipping confirmation. Unless your order is
shipped freight or from the factory, your confirmation will include a UPS /
FedEx tracker so that you can easily determine where your order is in teh UPS /
FedEx system. Simply click on the reference in your e-mail, and you will be
taken to our order tracking system. There you can click on the UPS / FedEx
tracker and find out specifically where your order is in the shipping process.
Pricing
Why do your brands cost more
than others I've seen?
Our policy is to
carry name brand products that have a reputation for quality. The pricing of
our products reflect their quality and range from mid-priced to upper end.
These products are designed to last...in most cases, for the life of the
vehicle. We do not carry the lower quality
discount brands due to customer satisfaction issues. If you are looking for
these types of items, visit one of the nationally known auto discount stores.
We believe firmly in
the old saying, “You get what you pay for!”, and we hope you do as well.
Why don't you charge for
shipping? Is shipping really free?
We believe in "No Surprises" for our customers. Therefore, the
price of every item on our website reflects a delivered price...we do not charge
anything in addition to this price for shipping. Many
on-line retailers use teaser pricing to lure you into their store and then gouge
you at checkout time with inflated shipping charges. Many of these companies
make the bulk of their profit off of shipping. In the end, the customer ends up
paying a price equivalent to the full retail price plus actual shipping. When
you compare our prices, be sure to compare the "delivered" price.
Why don't I have to pay sales
tax?
We don't require
any customer to pay sales tax...we pay the sales tax for you if it is required.
State laws generally require that sales tax be paid to the state when a retailer
delivers product to a customer in the same state. In our case, Truck Stuff USA
is based in Texas. Therefore, we are only required to pay sales tax for
products shipped to a Texas address. Products shipped to any other state,
including products purchased by Texans, are not subject to sales tax.
One wrinkle with this is a
thing called "Use Tax". Most states require the consumer to pay a use tax in
lieu of sales tax on expensive items like automobiles purchased out of state.
However, states generally do not require or expect use tax to be paid on mail
order / internet order types of items. Truck Stuff USA does not pay use tax for
the customer. To find out more about your states sales and use tax laws, contact
your state's comptroller.
If I want to buy several of
the same item, can I get better prices? (e.g., bulk buys by dealerships)
Yes. We have bulk
discount rates beginning with as few as five units. Contact us at the toll free
number at the top of our site for more information.
I found it cheaper at another
on-line retailer? Will you match the price?
Maybe. We never want to loose a good
customer over a few percentage points. If you are dealing with a legitimate
competitor and would like to see if we can match or beat their price, please
call us at the toll free number at the top of our site for
more information. However, first we ask you to consider this:
- Are you comparing the price with shipping?
We don't charge extra for shipping.
- Are you comparing the exact item? Products
differ greatly in price due to manufacturer, finish, etc.
- Is service important to you? Quality service
is one of the keys to our success.
- Do you know much about the competitor you're
comparing us to? In the time we have been in this business, we have seen
competitors come and go, change their names, etc. Don't be left hanging by
a fly-by-night. Know who you are buying from
by checking them out at places like the
Better
Business Bureau. We have been a member in good standing of the BBB
since we started our business.
Products
How does the quality of your
products compare to cheaper brands?
Our policy is to carry name brand products that have a reputation
for quality. The pricing of our products reflect their quality and range from
mid-priced to upper end. These products are designed to last...in most cases,
for the life of the vehicle.
We do not carry the lower
quality discount brands due to customer satisfaction issues. If you are looking
for these types of items, visit one of the nationally known auto discount
stores. We believe
firmly in the old saying, “You get what you pay for!”, and we hope you do as
well.
How do your products compare
to dealer (i.e., Ford, Chevy, Dodge) brands?
Most car dealerships
purchase aftermarket accessories for new vehicles from the same manufacturers
that make our products. The two differences are:
- The product may be stamped with the
vehicle's make, but its still the identical product.
- The product generally retails for a
significantly higher price, sometimes as much as 100% higher.
A dealer may try to explain away
the higher price as labor. Don't be fooled. Most of these products can be
installed in 30 minutes with nothing more than a screwdriver. Remember that
dealers push these items due to their extremely high profit margins...just like
they do the extended warranties. You'll save yourself from buyers remorse buy
saying no at the dealership and ordering your aftermarket accessories from Truck
Stuff USA.
How can I get more information
on the manufacturers you represent?
You can find out more about our manufacturers at
SEMA's website. SEMA is an
association that we and most aftermarket accessory manufacturers belong to.
Do you sell parts for the
items you sell?
Although we do
carry some parts...e.g., bulbs for lights...we generally do not stock parts.
The manufacturer who made your product should be able to fill your request. You
can find contact information for each manufacturer at
SEMA's website. SEMA is an
association that we and most aftermarket accessory manufacturers belong to.
I found what I wanted, but my
model/make/year is not shown? Do they make this item for my vehicle?
This is especially
common when new year models arrive. Our manufacturer's typically publish
fit charts for new year models around the January timeframe each year.
However, unless your new vehicle has had a major body change...e.g., 2004 Ford
F150 redesign...the prior year model will most likely fit your vehicle.
Please call us at the number above and we'll be glad to contact the manufacturer
to determine if the proper fit.
Note: Items for new
models are sometimes unavailable until six months after the vehicle hits the
market. The reason for this...aftermarket accessory makers are rarely given
information on new models until they are officially released. It then takes
them a couple of months to design, a couple of months to retool and a couple of
months to manufacture. Therefore, if we can't get it, chances are no one else
can either.
I'm looking for a specific
product I didn't see on your website. Do you carry it?
Possibly. We carry thousands of items, and not all are listed on
our web site. Contact our sales line during normal business hours and we will
be glad to help you!
Returns
How do I return something?
If you would like
to return an item, simply click on the "Return Request" link at the bottom of
any page on our web site.
How long do I have to make a
return?
You may return any item for any reason
within 30 days of receipt unless otherwise noted on the product page (e.g., dash
mats and seat covers are custom made to order and are not returnable as noted on
the product page).
We do make exceptions to this
policy on occasion. For example:
One of our customers
recently noticed a stitching defect on a travel pack they ordered for a road
trip. This defect was not discovered until they packed for the trip 45 days
after they originally received the pack. We exchanged this item promptly at
no charge to the customer and apologized for the inconvenience caused to
them.
Return requests after the
initial 30 day period are evaluated on a case by case basis. In the end we want
to do what is right for our customers that have ligament situations.
Note: Although rare, on
occasion a defect will present itself several months after an item has been in
use. In these cases, please refer to the manufacturer's warrantee for
instructions on repair, replacement, etc.
Can I return a product to you
that I purchased somewhere else?
No. Our policy on
this matter is no different than any other retailer. The retailer you purchased
this item from should be able to help you. If the
retailer is unresponsive, consider contacting the Better Business Bureau or
another consumer advocacy organization
Privacy and Security
How do I know you
won't share my personal information with others?
First, we are focused on
building customer relationships...not tearing them down. You have our promise
that your information will only be used by us to process your order and send
occasional promotions. We will not sell or share your information.
Our
Privacy Policy is very
clearly about our responsibility to protect your information and not share it
with others without your permission. For more information on our Privacy
Policy, please refer to the "Policies" link at the bottom of each page on our
web site.
Is my credit card information
safe in your internet system?
Just the Facts
Yes! In fact, it's statistically safer to
use your credit card in reputable secure sites on the Internet than in a
restaurant or department store due to the elimination of the number one source
of credit card fraud...paper. The few cases of credit card fraud with internet
businesses have been either due to sham businesses or carelessness with paper
(i.e., a company may print your order and then throw a copy in the trash). In
fact, there have been no documented cases of credit card information being
intercepted from secure internet systems...the key word here is "secure".
Truck Stuff USA has tight policies regarding
paper and the micro-shredding of sensitive documents. You can rest assured
that any paper your information appears on will never be seen outside the walls
of Truck Stuff USA. Regarding our online ordering security, we use
something called Secure Sockets Layer (SSL) in our internet order system. SSL
is an advanced form of encryption technology that works with, Microsoft Internet
Explorer, Firefox, Netscape Navigator, AOL and most other browsers. SSL
protects your credit card and other information from hackers and is so
impenetrable it is estimated it would take every super computer in the world
working together over 100 years to decipher a single encrypted message (i.e.,
your order).
Your Safety Net
Still concerned? Well, take comfort in
this. All major credit card companies do not hold you liable for unauthorized
transactions...including those made over the internet. For more
information and each cards policy, see the links below
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