CUSTOMER SUPPORT

At Heritage Truck Parts, we want to make sure your truck gets the exact right fit. If a part isn’t going to work out, we’re here to help you get it sorted. Please review our complete policy below to ensure a smooth, hassle-free return process.

1. Return Windows & Eligibility

• Standard Policy: Return requests must be initiated and items sent back within 30 days of the delivery date. Heritage Truck Parts will not accept any standard returns after 30 days.

• Condition: Returned items must be in brand-new, unused, uninstalled, and resellable condition with all original pieces, hardware, and instructions included.

• Fitment Check: All parts must be trial-fitted before final installation. Items that show signs of improper installation, are damaged due to improper installation, or are the result of customer mishandling will not be accepted for return or credit.

2. Non-Returnable & Special Order Items

To maintain quality and safety standards, we cannot accept returns on the following under any circumstances:

• Coilovers
• Electronics
• Engine internals
• Turbochargers, superchargers, and turbocharger kits
• Custom-made or made-to-fit items

Note on Special Orders: Orders placed as "Special Orders" (items ordered upon request that are not part of our standard rolling inventory), excluding custom-made items, are eligible for return within 12 months of the original invoice date. However, all approved special-order returns are subject to an automatic 20% restocking fee in addition to any standard handling fees.

3. Order Cancellations
Because we operate a fast-paced drop-ship model to get your parts delivered quickly, orders are submitted to our manufacturers and distribution networks immediately upon checkout.

• Cancellation Window: Order cancellations cannot be guaranteed.

• Shipped Orders: If an order has already entered the fulfillment process or has been shipped from the warehouse, it cannot be canceled and must be processed as a standard return under our 30-day policy (including any applicable shipping and (restocking fees).

4. Damaged Shipments & Shortages

Please inspect your packages thoroughly immediately upon arrival before signing for delivery.

• Shipping Damage: Damaged claims must be reported to us within 15 days of the invoice date. If reported after 15 days, we cannot process a damage claim with the carrier.

• Missing Parts/Shortages: Inspect your invoice against the parts received. Heritage Truck Parts reserves the right to deny credit for shortages reported after delivery if you signed for the product without noting a shortage with the carrier.

• Our Mistake: If we send you the incorrect part, please notify us within 30 days so we can correct the error immediately at no cost to you.

5. Restocking & Handling Fees
To keep our shipping fast and our prices competitive, certain fees apply to returned stock based on when the item is sent back:

• 0–10 Days: Items approved and sent back within 10 days of delivery will not incur a standard restocking fee.

• 11–30 Days: Approved returns sent back after 10 days are subject to a 5% restocking fee.

• Oversized/Restricted Returns: Certain high-volume or oversized SKUs may incur additional fees determined by product size and type.

6. Packaging & Shipping Requirements (RMA Procedure)

Because your parts ship directly from top-tier distributors, do not return shipments to our corporate office address. * Request an RMA: All returns must be approved by Heritage Truck Parts. Upon approval, you will be issued a Return Merchandise Authorization (RMA) number.

• Labeling: Your RMA number must be clearly noted on the shipping waybill and the outer packaging. Any incoming shipments arriving without an RMA number will be refused.

• Box Protection Rule: Do not write on, tape, or place shipping labels directly onto the manufacturer’s original packaging box. Returned items must be securely packaged inside a protective outer shipping box. Failure to do so will result in a denied return or an automatic $10 repackaging fee.

• Shipping & Insurance: All return shipping costs are the sole responsibility of the client. All return shipments must be prepaid and fully insured. In the event of loss or damage during return transit, the client must file the claim with the shipping carrier.

• Authorized Shipping Address: All returns must be accompanied by a Heritage Truck Parts-issued bar-coded return label sent via email and shipped directly to our designated distribution center provided with your RMA.

7. Defective Items & Warranties

Defective items are strictly subject to the specific manufacturer’s warranty policy.

• A complete, detailed description of the defect is required to initiate a warranty claim.

• Certain suppliers require customers to deal with them directly regarding defective items.

• Per supplier policies, some items (such as electronics) may be repaired and returned to you rather than exchanged.

• Items claimed to be defective that are tested by the manufacturer and proven to be functional will either be returned to you or reclassified as a standard return to stock (subject to standard return rates and fees).

8. Refund Processing & Timelines

• Inspection: Once your return is received at our distribution center, please allow 5–7 business days for the warehouse team to inspect the merchandise to verify it is in brand-new, re-sellable condition.

• Credit: After inspection approval, your refund (minus any applicable restocking or repackaging fees) will be processed back to your original form of payment.

• Banking Windows: Please allow an additional 3–5 business days for your banking institution to post the credit to your account.

Disclaimers

Heritage Truck Parts reserves the right to deny return requests or credit for any reason, including, but not limited to, facility closures, company sale, operational changes, seasonal operations, or merchandise that fails to meet our re-sellable condition standards.