Your satisfaction is our top priority. We sell only the finest quality products from reputable manufacturers, so we rarely have problems with any of our products. But if your item is damaged or defective in some way, or if you'd simply like to return your item for a refund, we are more than happy to assist you.
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation:
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You decide to cancel your order: If the order hasn't been shipped out yet, we can cancel the order and issue you a full refund with no penalty (with the exception of drop shipped products- which may not be canceled for any reason once approved for placement). If you do not cancel the order before it is shipped, please refer to scenario 4 below.
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An item appears to have been damaged during shipping: If a package appears to have been damaged during shipping, the item is oftentimes still okay. Please take a picture of the package before you open it & keep all packaging in case a shipping claim needs to be filed. Discarding shipping materials or box contents waives your right to get your product replaced. Before contacting us, please check the item. If everything appears to be fine with your item, there is no reason to contact us or file a shipping damage claim. If your product is damaged, please contact us so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials and that the item was damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out a replacement product at no cost to you.
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An item appears to have been damaged at the factory or is missing parts: If your package was not damaged during shipping, but appears to have been damaged at the factory or is missing parts, please contact us immediately and provide your product's serial number so that we may assist in filing a warranty claim with the manufacturer. Please keep all original packaging as discarding shipping materials or box contents may waive your ability to get the product replaced. Once we have confirmed that you still have the original shipping materials and that the item was damaged at the factory or that the parts are missing, and after we have officially filed the manufacturer claim forms, we will communicate the manufacturer's resolution to you (this typically occurs within 5 business days but timelines vary by manufacturer). Please note that we are required to follow manufacturer guidelines regarding resolution and have no control over their decision or timelines for resolution.
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You decide you want to return an item: If you receive an item and decide that you would like to return it for any reason within 30 days of receiving that item other than shipping damage or product defects, please contact us to receive an RMA number and return address information. Items may not always be returned to the same address that they are sent from so it is very important that you contact us prior to returning your item. Costs associated with returning items to us (shipping costs, insurance, etc.) will be the sole responsibility of you, the customer. Once we receive your item and inspect it to make sure that it is unused and undamaged, we will issue you a full refund MINUS a 15% restocking fee. Since Fas-Top products are custom-made at the time of order, these products will have a 30% restocking fee.
Have Questions?
If you have any questions regarding these policies, please contact us using one of the following methods:
Email: support@tonneaucoverhq.com
Phone: (208) 991-2374
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