Holiday Returns Policy
Just in time for the holidays, we've extended our normal 30-day return policy. Any order placed between November 25, 2019 and December 25, 2019 will be accepted for return until February 5, 2020. RMA numbers will be given out until 7:30 PM EST on February 3, 2020.
The remainder of our return policy remains in place and must be followed. Please review the rest of our return policy below for more information.
How To Return A Product
To return a product, log in to your account to access your Order History. Click details on the order with the item(s) you wish to return, then click the "Start a Return" button. You can also call us at 1-800-988-4605. Returns must be initialized within 30 days from purchase date. Returns for items marked as Open Box must be initialized within 7 days from purchase date. We will issue a Return Merchandise Authorization (RMA) number, which is required to process your return. Products (including packaging) must be returned in new, resalable condition. Some products can’t be returned – see the list of non-returnable products by clicking here.
If we sent you a different product from the one you ordered, or a defective item, please contact us using the information above within 30 days from purchase date. We will replace the product and process your return at no charge. If for any other reason you need to return an item, you are responsible for all return shipping charges. Please check all merchandise for damage or defect when you receive your order, and before the item is used or installed.
In the case a replacement product will be sent to you, we will send you a UPS Return tag to return the incorrect/defective product back to us. Otherwise, when shipping an item back to us, we recommend using a shipping method that offers signature confirmation, tracking, and insurance, as we are not responsible for lost or damaged packages.
Please note that replacement orders will be canceled if there is no movement on the return label within 10 business days of the return label being created.
Return merchandise packages should be shipped after contacting our returns department per the above instructions to our returns address below:
17700 College Boulevard
Lenexa, KS 66219
If your return has not been processed within 3 weeks, please contact us so we may check the status of your return.
For orders shipping to United States, PR, GU, VI, APO/FPO, or Canada, returns will only be accepted within 30 days from purchase date, and ONLY if a Return Merchandise Authorization (RMA) number has been issued. ExtremeTerrain.com reserves the right to refuse any package returned to us without authorization. Returns will be processed within ten (10) business days of receipt (not including weekends, holidays, and the day the package is delivered). Refunds will be issued back to the original form of payment. If the original form of payment is no longer valid, the refund will be issued in the form of store credit applied to your ExtremeTerrain.com account. Store credit is not redeemable for cash.
Customers are responsible for all return shipping charges unless they receive an incorrect (we shipped the wrong product) or defective item.
When shipping an item back to us, we recommend that you use UPS, FedEx or any other carrier that offers signature confirmation and insurance, as we are not responsible for lost or damaged packages. Only the signature of an ExtremeTerrain.com employee will suffice as proof of delivery. The customer agrees to bear all shipping and insurance charges, and all risk of loss during return shipment.
We will not accept a return of an item that is damaged or defective if it has been used/installed please inspect all orders as soon as you receive them and contact [email protected] within 72 hours.
If the product is damaged during shipment, ExtremeTerrain.com will replace the product at no charge.
In the case a replacement product was sent, we will send you a UPS return tag to return the product back to us. If the original item is not returned within 30 days the customer will be responsible for the cost of the replacement item that was sent.
If any component of the returned product is missing, we reserve the right to reject the entire return or impose additional charges for replacement of the missing component(s). The condition of the product will be determined at our discretion. Products sent back with damaged or missing packaging will be refused or returned to you at your expense. There are certain items that cannot be returned. For a list of those products, please see "Non-Returnable Products" below.
Installation costs will not be covered by ExtremeTerrain.com for any returned product.
ExtremeTerrain.com reserves the right to change or amend the return policy and procedures at any time without notification.
For international orders shipping outside of the United States, PR, GU, VI, APO/FPO, or Canada – All sales are final for international orders and no returns are allowed.
Open Box Item Returns
All Open Box items are subject to a 7 day return policy from the order date and will be refunded in Store Credit only. Please call us at 1-844-229-1381 to set up the return. All returns must have a Return Merchandise Authorization (RMA) number included with the return to be eligible for the Store Credit refund.
Defective Products: For orders shipping to United States, PR, GU, VI, APO/FPO, or Canada, If you receive a defective product please contact us within our 30 day return policy period, and we will process your return free of shipping charges. Contact [email protected] to process your return.
ExtremeTerrain.com is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts.
We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
If you receive an item that has been damaged in shipping, please call us within 72 hours of receipt and we will set up a UPS claim for the product. Once this claim has been processed by UPS, we will reach out to you to return the product and send out a replacement.
We may request pictures to further assist with the completion of the claim.
UPS will reach out to you after the claim has been filed over the phone; please provide a reliable contact number when setting up your damage claim.
If you return a product without first contacting our Returns Department at [email protected] for a Return Merchandise Authorization (RMA) number, it will take up to 3 weeks to be processed and we may charge you a 10% restocking fee at our discretion.
If your unauthorized return has not been processed within 3 weeks, please send an email to [email protected].
Undeliverable Or Refused Shipments
Packages will be returned to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, are not picked up from a UPS facility, or if the recipient refuses delivery. All packages returned to us for the above reasons can take up to 3 weeks to be processed. We may charge you a 10% restocking fee at our discretion.
Please review our Freight Disclaimer for special instructions regarding freight shipments.
Returns will not be accepted for any of the following items:
- ExtremeTerrain gift cards.
- Non-defective used or installed items.
- Wheels that have had tires mounted on them. This includes wheels that ExtremeTerrain has mounted tires on. Both the wheels and tires are non-returnable.
- Body parts, body tubs and body kits.
- Special orders and body parts.
- Items or accessories which have been installed (unless you are making a manufacturer’s warranty claim).
- Items damaged from freight shipment.
- Items that have been modified in any way from their original condition.
ALL freight shipments are not returnable.
International orders shipping outside of the United States, PR, GU, VI, APO/FPO, or Canada are not returnable.
Order Changes And Cancellations
For orders shipping to United States, PR, GU, VI, APO/FPO, or Canada, We strongly suggest you call us at 1-800-988-4605 as soon as possible after placing your order if you need to change or cancel it, as we ship orders out quickly! If you email us, we may not receive them in time to stop the order from shipping out. Please doublecheck that your order details are correct before submitting your order at the “Order Review” step of checkout.
An order that has already shipped cannot be canceled. Please contact us to set up a Return Merchandise Authorization (RMA) once your order has been received.
If you need to change the address on an order that has already been shipped via UPS, please call us. There will be a fee of $17 per package to reroute the order while in transit. Orders shipped via USPS cannot be changed while in transit.
For international orders shipping outside of the United States, PR, GU, VI, APO/FPO, or Canada – At this time, you may not make any changes or modifications to your order once it has been placed. Additionally, you may not cancel your order once it is placed.