FAQs

I. ORDER PLACEMENT

HOW DO I ADD ITEMS TO MY CART?

To add items to your cart:

  1. Navigate to the page of the item you are interested in and then choose your preferences for the variation (e.g., Type, Color, Size). When you click the “Add to Cart” button, you will be brought to your "Shopping cart" page.
  2. Enter the quantity of the item that you would like to order using the "Quantity" field next to the image of the item. After you have entered a quantity, you can continue shopping by clicking “Update Cart” or choose to complete your order by clicking “Checkout”

 

HOW DO I VIEW WHAT’S IN MY SHOPPING CART?
To view the contents of your cart, click on the Cart icon located at the top of the website page. Once you click on this icon, you can easily change the number of quantities you want to purchase of any item in your cart by updating the quantity listed. You can also delete any item in your cart by clicking the “Remove” link at the bottom of the item name.


HOW DO I CHANGE THE QUANTITY OF A PARTICULAR ITEM IN MY CART?
First, click on the “Cart” icon in the upper-right corner of your screen. This will allow you to view all items currently in your cart as well as the quantities that you have chosen for each item. To change the quantity of an item in your cart, move your cursor to the “Quantity” field for this item and type in the quantity desired. Once you do this, the quantity and associated dollar amount (if applicable) will be automatically updated and reflect the correct amount for both the quantity and the cost located on the right side of your screen.


HOW DO I PLACE MY ORDER?
To place an order:

  1. Finish adding items to your shopping cart
  2. You may choose to process through our website by using your preferred card. We accept Visa, Mastercard, American Express, JCB, Diners Club, Discover, and Apple Pay.
  • If you wish to continue through our website checkout, please click on the “Checkout” button located on the right side of the screen.
  1. You will be transferred to our Customer Information page. You will be prompted to enter:
  • Email address
  • Name
  • Address
  • Phone Number (optional)
  1. If you have a valid discount code, you may enter it in the "Discount" field located at the right side of the screen. Be sure to click on the "Apply" button in order to have your discount calculated and applied to your order.
    5. Continue by clicking the “Continue to Shipping” button. Please make sure you have input the delivery address correctly (if different from your billing address.) Once everything is completed, click on “Continue to Payment”
    6. You will need to enter your payment details. You will have the option of indicating that the shipping and billing details are the same, if applicable.
    7. Once you have completed the form, click on the
    "Pay Now" button. You will be brought to a screen that provides an order summary together with an on-screen order confirmation, as well as a second confirmation via email.
    Should you encounter any difficulties during the checkout process, please feel free to contact our customer service department by sending us an email at support@rvtrailertractor.com.


HOW DO I KNOW THAT MY ORDER HAS BEEN SUCCESSFULLY SUBMITTED?
You will receive an email confirmation containing the Order Number and details of your purchase.

II. SHIPPING

DELIVERY TIMES

Delivery times are estimated, not guaranteed. Every effort will be made to ship as soon as possible.

  • Shipping carrier delays may impact delivery time
  • Weather delays and other circumstances may impact delivery time


WHEN CAN I EXPECT TO RECEIVE MY SHIPMENT?

All orders are shipped from our main warehouse. Due to high demand for some of our most popular products, shipment can arrive between 4-19 business days from the order date.  In rare circumstances, our handling procedures may include additional day/s during peak season, if the shipment requires customs clearance or inspection, or if transportation delay is caused by carrier service. 

PEAK SEASON NOTIFICATION:  We would like to let you know that delivery of the product may experience longer wait times than normal. Our customer care teams are hard at work to help you. We strongly encourage you to contact our customer care by clicking this link or just simply shoot an email to support@rvtrailertractor.com to get the latest update about your order. Again, we thank you so much for your untiring support to RV Trailer Tractor

NOTE:

  • Orders are shipped during regular business days, excluding holidays and weekends. Any orders placed on Saturday or Sunday will be processed the following Monday.
  • The general and specific holidays in the destination country are not taken into account.
  • In the case of product returns, delivery fees are the responsibility of the buyer.
  • For Bundled Items - items may be shipped separately & may be in separate boxes

(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).


YOUR SAFETY IS ALWAYS FIRST!
We prioritize your safety! Delivery may take longer than usual as we see to it that all items delivered to your doorsteps are sanitized and safe!
If your order hasn't arrived within the estimated delivery times, please contact our support team at support@rvtrailertractor.com

HOW CAN I TRACK MY ORDER?
A tracking number will be provided to you in your Shipping Confirmation email. 


WHAT ARE YOUR SHIPPING RATES?

We have a domestic shipping and handling fee of $4.95. For the rest of the world, the shipping fee varies from $6.95 to $29.99 depending on the item weight but don't worry as we have an ongoing "Monthly Free Shipping Promotion". You may checkout to qualify. 

*Taxes may apply.

WHERE WILL MY ITEMS SHIP FROM?
To meet the demands for all our products, we have different fulfillment centers across US and Asia.


DO YOU SHIP INTERNATIONALLY?

RV Trailer Tractor successfully ships many products worldwide each day. We have many satisfied customers around the globe.
But in case your country may not be supported by our logistics, we will inform you right away and make necessary changes to your order. To know more about our destination listings, contact us via support@rvtrailertractor.com


HOW CAN I CHANGE MY SHIPPING ADDRESS?
Changing of address is only allowed within 24 hours from the date you’ve placed your order. You may contact us via support@rvtrailertractor.com to request such changes. Failing to change the address within 24 hours is considered a final order.

NOTE: All items returned to us can be reshipped with a 25% fee for the following reasons:

  • Returned to Sender Status due to;
    • No secure place to leave the item/s
    • A customer provided an incorrect shipping address
  • A customer missed the schedule of delivery or was not able to pick up the item/s in the Post Office.

III. PAYMENT METHOD

DO YOU ACCEPT CASH ON DELIVERY?
No, we do not.

 

WHAT ARE THE PAYMENT OPTIONS?
We accept payments by Apple Pay, Visa, Mastercard, American Express, JCB, Diners Club, Discover.

 


    IV. PRODUCT QUALITY & SECURITY

    IS THE QUALITY GUARANTEED?
    Yes, 100% guaranteed! Please check out our refund policy.


    WHAT IS A 30-day MONEY-BACK GUARANTEE?

    RV Trailer Tractor makes every effort to ensure that its products meet high quality and durability standards, and warrants to the original purchaser that this product is free from defects in materials and workmanship for the period of 30 calendar days from the delivery of the item.
    This warranty does not apply to damage due to directly or indirectly, misuse, abuse, negligence or accidents, repairs or alterations outside our facilities, criminal activity, improper installation, normal wear, and tear, or lack of maintenance. We shall in no event be liable for death, injuries to persons or property, or for incidental and contingent, special, or consequential damages arising from the use of our product.


    THINGS TO KNOW:

    1. The item/s must also be returned within 30 calendar days from the date of delivery.
    2. For safety reasons, items cannot be returned if opened – please contact our customer service department via email at support@rvtrailertractor.com
    3. Return must be authorized by our Customer Support Team
    4. You will be responsible for the return postage and packaging cost.  
    5. Refunds will only be processed once returned packages are completely inspected by our Returns Team to check if the product is in its original packaging and unused. 
    6. The refund price is the item price minus the shipping, handling & restocking fee of $7.95 based on the item cost for each item purchased.

    NOTE:

    • All returns require a Return Merchandise Authorization or RMA number. You can request an RMA number by contacting the customer service department.
    • Refund requests made through our Contact form or email will have a faster resolution time than PayPal or Bank. We ensure to expedite those requested via the said channel.

    IS ORDERING THROUGH rvtrailertractor.com SECURE?
    Yes. We take the utmost care with the information that you provide us when placing an order through our online store. The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol.


    IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?
    To ensure a safe payment procedure, our website uses a credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256.


    IS MY PERSONAL INFORMATION KEPT PRIVATE?
    Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law.

    V. TRACKING

    HOW CAN I GET MY TRACKING NUMBER?
    A tracking number will be provided to you in your Shipping Confirmation email. 


    I DID NOT RECEIVE MY ORDER.

    1. We highly suggest that you check your tracking information in the email address you’ve used when you process your order.
    2. Please take note of the shipping time frame of 4-19 business days excluding holidays and weekends.
    3. Make sure to check the shipping address you’ve provided by logging in to  support@rvtrailertractor.com or going directly to the confirmation email we’ve provided.

    NOTE: 

    • Once an order has been placed correctly in the desired mailing address registered in the shipment carrier’s system and if the delivery status reads as “delivered” on the customer’s tracking information, he/she cannot claim otherwise without justifiable proof.
    • If a customer claims his/her order has not been delivered, but the relevant courier’s tracking information shows otherwise, a replacement shipment can be arranged at the expense of the customer.  If a replacement is arranged, his/her order is non-refundable.
    • A customer cannot request a refund if a package is currently in transit to his/her mailing address according to the courier's tracking information and three to four weeks have yet to pass from the purchase date.
    • If a customer provided an incorrect or incomplete shipping address, he or she cannot request a refund. The same applies to cases where a package is missing and the status of the parcel is “delivered” according to the courier’s tracking information.
    • For Bundled Items - items may be shipped separately  & may be in separate boxes.


    VI. RETURN, REFUND & CANCELLATION

    WHAT IS YOUR RETURN POLICY?
    We do not accept returns to damage due directly or indirectly to misuse, abuse, negligence, accidents, repairs, or alterations outside our facilities, criminal activity, improper installation, normal wear, and tear, or lack of maintenance. We shall in no event be liable for death, injuries to persons or property, or for incidental and contingent, special, or consequential damages arising from the use of our product.


    Customers must send us an email with necessary information including photos or videos to support the claim if he/she wishes to return a product.
    We process refunds on returned items for the following conditions and requirements:


    Authorized Returns:

    • Unused item
    • Unopened
    • Items on its original packaging
    • Contact customer support through this link or shoot an email at  support@rvtrailertractor.com prior to returning the item.
    • Send the returned item to the correct address specified by customer service support. Items can be returned within 30 calendar days from the date of delivery.

    NOTE: Items cannot be refunded or replaced for returns due to “Item Does not fit/Not Compatible” since all sales are final and Sold as Advertised.

    Our product page has complete information about the FAQ's, product specifications, and instructions. Please feel free to contact our customer support for questions about the product.


    Instruction for Returning an Item:

    • All eligible items for returns are accepted within the return period (30 calendar days from the delivery date), and the shipping fee will be shouldered by the buyer
    1. Contact customer support through this link or shoot an email at  support@rvtrailertractor.com. Be prepared to provide your order number and a brief description of the reason for the return.
    2. Our team will provide you a Return Label/ Return Merchandise Authorization or RMA number that will only be sent to the official return address within 30 days from the date of delivery. Your claim will be forfeited if you fail to return the item on the given timeline.
    3. Customers are required to send a Postage receipt containing the following details:
    • Date shipped
    • Full Name
    • Tracking Number
    • Package Weight 

    NOTE:

    • We also may require verification of information prior to acceptance.
    • You will be responsible for the return postage and shipping, handling & restocking fee of $7.95 based on the item cost for each item purchased.
    • Refunds will only be processed once returned packages are completely inspected by our Returns Team once validated that the package is unopened and unused.
    • Refunds will NOT be processed if the package is proven open.
    • The refund price is the item price minus the shipping, handling & restocking fee of $7.95 based on the item cost for each item purchased.
    • If approved, you will then receive the refund amount within 3-5 business days depending on your bank's turnaround time.
    • All items returned to us can be reshipped with a 25% fee for the following reasons:
      • Returned to Sender Status due to;
        • No secure place to leave the item/s
        • A customer provided an incorrect shipping address
        • A customer missed the schedule of delivery or was not able to pick up the item/s in the Post Office.

    WHAT IS YOUR CANCELLATION POLICY?

    Cancellation of order is allowed within 24 hrs. from the date of purchase.  After that time, the cancellation will no longer be entertained, and sales are considered final. You may contact us via support@rvtrailertractor.com should you have further questions. Be prepared to provide your order number and a brief description of the reason for cancellation.

    NOTE:

    • You will be charged a cancellation fee of $7.95.


    WHAT IF THE ITEM IS DAMAGED OR DEFECTIVE?
    We always ensure that we provide the best quality product. In a special case where the item is damaged or defective for some reason (please see below qualifications) we assure you that we will provide a replacement given that you contact us within 7 calendar days from the day the item was delivered. All exchange requests should be made via email at  support@rvtrailertractor.com


    Our team will have to check the item and provide technical assistance via email or call. Since we pride ourselves on the quality of our products, we will ensure that technical support and inspection will be done first before any exchange approval. Once approved we will send you a prepaid return label and the item should be shipped within 7 days. Your claim forfeited if you fail to return the item on the given timeline.


    We highly discourage you from sending the item without further notice as it may cause delays or unnecessary charges.


    Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your return request. Once approved, then a replacement will be processed.

    Once approved, then a replacement will be processed.
    Valid Reasons for Replacement:

    1. Damaged when arrived
    2. Damaged or defective item ( should not be due to the item being misused )  within 7 calendar days from the date of delivery- We will ask specific questions to check the status of the item and request proof of evidence such as photos and videos for validation purposes.

    CAN I GET A REFUND?
    Yes within 30 calendar days from the delivery date subject to our Refund Policy. 

    Things to Know:

    • A customer cannot request a refund for customized items.
    • A customer cannot request a refund for items with free gifts.
    • A customer cannot request a refund if:
      • The package is currently in transit to his/her mailing address according to the courier’s tracking information.
      • Item/s are delivered to the wrong address due to the customer’s fault.
      • Item/s are delivered back to the “Post Office” due to the customer's address being unable to be located. 

    NOTE: 30-day Money back guarantee does not apply for the above cases.


    WHAT IS YOUR REFUND POLICY?

    • We will process a refund for all eligible items excluding the shipping & handling fee ( import fee included if applicable) and a $7.95 restocking fee for each item purchased. The rest will be refunded if canceled.
    • Refunds once approved will be processed and a credit will automatically be applied to your credit card or original forms of payment, within 3-5 business days depending on your bank’s turnaround time.
    • Late or missing refunds (if applicable)
      • If you haven’t received a refund yet, first check your bank account
      • Next, contact your bank. There is often some processing time before a refund is posted.

    If you’ve done all of these and you still have not received your refund yet, please contact us at support@rvtrailertractor.com

    NOTE:

    • A customer cannot request a refund if:
      • The package is currently in transit to his/her mailing address according to the courier’s tracking information.
      • Item/s are delivered to the wrong address
      • Item/s are delivered back to the “Post Office” due to the customer's address being unable to be located. 


    WHAT IF MY ITEM IS LOST OR STOLEN?

    • We are not responsible for lost/stolen packages. As long as our courier’s tracker indicates that the parcel has been delivered to the mailing address you’ve provided, including the mailbox or front desk in case of absence at the time of delivery, a customer cannot request a refund or new arrangement for the lost/stolen parcel.
    • If you mistakenly provided wrong or incomplete address information, you may contact our support team within 24 hours to correct or update your information otherwise you will be held responsible for the fees incurred for having the items returned back to our warehouse.  You will be charged a handling & restocking fee of $7.95
    • We are not responsible for any damages or injuries that customers might incur while using our products and upon purchasing our products, you accept and understand these conditions.

    WHAT IF I PROVIDED THE WRONG ADDRESS?

    • Updating of address is only allowed within 24 hrs. from the date you’ve placed your order. You may contact us via support@rvtrailertractor.com to request such changes.
    • Failing to update the address within 24 hours is considered a final order.
    • A customer cannot request a refund if:
    1. The package is currently in transit to his/her mailing address according to the courier’s tracking information.
    2. Item/s are delivered to the wrong address.
    3. Item/s are delivered back to the “Post Office” due to the customer's address being unable to be located. 

    NOTE:

    All items returned to us can be reshipped with a 25% fee for the following reasons:

    • Returned to Sender Status due to;
      • No secure place to leave the item/s
      • A customer provided an incorrect shipping address
    • A customer missed the schedule of delivery or was not able to pick up the item/s in the Post Office.

    For any other inquiries, please do not hesitate to contact us at  support@rvtrailertractor.com


    Our Customer Care Team provides the best quality support to all our customers worldwide. In fact, we received awesome reviews from our customers around the globe. 


    Last Updated September 2024