Return, Damage, Refund & Exchange Policy

Shipping Damage Policy & Required Procedures

Carrier Responsibility & Packaging Assurance

All products are packaged to ensure safe and secure transport. Once shipped, it is solely the carrier’s responsibility to deliver all products in their original and good condition. Big Truck Hoods is not responsible for any damage or loss occurring during transit.

If any part, piece, or portion of an order is missing upon delivery, it is the customer’s responsibility to contact Big Truck Hoods immediately.

Required Steps When Receiving Damaged, Opened, or Missing Shipments

1. Inspect the Shipment Immediately

If any shipment arrives damaged or appears opened (crate, pallet, box, or packaging of any kind), a full and thorough inspection of the contents is required before signing the delivery sheet.

2. Document All Damage on the POD (Proof of Delivery)

You must write clear and specific notes on the POD describing all visible damage or irregularities.

• “DAMAGED” must be written on the POD, along with a detailed description of the damage.

• Without remarks/notes on the POD, Big Truck Hoods cannot process shipping claims with the carrier.

• Any damaged or opened shipment that is signed for without “DAMAGED” noted becomes the sole responsibility of the customer.

3. Take Photos

Take multiple photos of:

• Damaged pallets

• Damaged packaging

• Damaged products

• All visible issues from several angles

4. Refuse Damaged Shipments (if fully damaged)

If a shipment or pallet arrives damaged, you should refuse the delivery.

Sample remark:
“Pallet No. 2 arrived damaged; Pallet No. 2 shipment refused.”

Be sure the refusal is clearly written on the POD.

5. For Partially Damaged Pallets You Choose to Accept

If you decide to accept a shipment that is only partially damaged:

• Write clear remarks describing the damage on the POD

• Take photos of all damaged areas

• Set aside and retain all damaged items until Big Truck Hoods provides further instructions

Do NOT dispose of damaged goods without Big Truck Hoods’ approval.
Carriers often require physical inspection for claims.

6. Contact Your Account Representative

Immediately provide:

• A copy of the POD with all written remarks

• All photos of the damage

7. If Damage Is Discovered After Unpackaging

Hidden or concealed damage must be reported to Big Truck Hoods:

• Immediately upon discovery

• Within 5 days of the original delivery date

Failure to report within this timeframe may result in the customer assuming responsibility

CUSTOMER SERVICE DEPARTMENT

Phone: 1-877-839-0159

Fax: 1-260-565-3146

Email: [email protected]

Before returning any product, prior approval from Big Truck Hoods must be obtained. Painted or Prepped hoods are not refundable.

No returned products without prior approval will be accepted.

Shipping methods of any returned products will be arranged by Big Truck Hoods.

Any returns for exchange, credit, or refund must be sent within 30 days after purchase. No returns will be considered after 30 days.

Returns must have Return Authorization Number (RMA#) clearly written on outside of the box, pallet, or package.  To obtain RMA#, call 1-877-839-0159.

Any returns must state reason for return and condition of product.

Any return charges resulting from error in order or otherwise are the responsibility of the customer.

Any return charges resulting from error in shipping are the responsibility of Big Truck Hoods.

All original shipping or handling charges are non-refundable.

For exchange, full credit, or complete refund, any products returned must be sent back in clean and original condition.  No credit or refund can be issued for special handling, freight or shipping charges, unless expressly stated by us.  Any return products must be packaged correctly to ensure no damage by shipping carrier and must be insured for its full value in case of damage/loss by shipping carrier, any of which will solely be the responsibility of the customer. Any damage of returned items as a result of improper packaging, may result in reduced or no credit or refund given.

Any cosmetic or structural alterations after purchase results in product non-refundability and  warranty voidness.

Any damaged products will be subject to a minimum 20% restocking fee.  Big Truck Hoods reserves the right to change restocking fee without prior notice.