Refund/Return Policy

      
>>>>PLEASE  BE SURE TO PRINT A COPY OF YOUR ORDER FROM THE SHOPPING CART AT CHECKOUT<<<<

  Canadian or out of Country Sales please note:

All dollar amounts are in US currency. Any duties/taxes, tariffs incurred are the responsibility of the customer

Refund/Return Policy

  We often receive calls from customers who state their hitch does not fit. Your hitch may arrive with the mounting flanges pushed out or in sometimes up to several inches that occurred during shipping. The welding process  when manufactured can "draw" a hitch flange  in or out of shape. This is easily remedied and will take just a few moments to correct.

   The flanges need to be  pushed back to their original position so the hole centers will line up for a  solid installation.  We hold the hitch firmly and bump it against a wooden electrical pole at our shop until the hole centers on the hitch match the vehicle. You may also cover the flange with a thick towel and use a brick or block wall. A large hammer and wood block could work too. This will not affect the integrity of the hitch, works well and does not chip or mark the hitch. We suggest adjusting the hole centers in the hitch to match the hole centers in the vehicle frame PRIOR to lifting it up and attempting an install.

 ps: It is not difficult :):)

  With the vehicles wider frames, especially the SUV's and Vans you can expect to see more of this situation.

>>>This is a typical process and one should expect to perform this task to complete their installation.<<<

*Here is an example of a customer who called very unhappy and said his hitch did not fit:

  The spacing between the holes was too close by approximately 1/2". (37.5" center-to-center vs. the specified 38.06") As a professional mechanical Engineer I'm not prone to using the "get the bigger hammer" approach to things that don't fit.
We determined that one side of the hitch was bent. Your suggestion of bending the side plates of the hitch to provide the required spacing worked. Though I was hesitant and skeptical as to whether I could bend it. I was able to make the required adjustments and make it fit after some work.

Alan 2/9/07

NOTE: We reserve the right to change shipping methods without notice. Some larger items may ship common carrier.

NOTE:  "SPECIAL ORDERS "...(ITEMS NOT LISTED ON OUR WEBSITE) ...ARE NON RETURNABLE AND NON REFUNDABLE

NOTE: ALL RETURNS ARE SUBJECT TO A 25% RESTOCKING CHARGE WITH TWO EXCEPTIONS:
 (See why we charge a restocking fee.)

1. Your product(s) was received with a manufacturer's defect

2. We, in error, shipped you the incorrect product(s)

One always has the option of selling the hitch in their area or online at  Ebay , Craigs list or others to avoid the restocking charge and additional shipping costs.

"You sent me the wrong hardware"

Everyone wants a no drill install which often involves weld nuts. ......Weld nuts are threaded nuts that are welded inside the frame and often the threads are very rusted, no matter how new the vehicle. Weld nuts threads MUST be cleaned out and / or possibly tapped using a tap and die prior to lifting and attempting an install. Some customers are sure that we shipped the wrong size bolts as they will not go in very far untill they turn hard or stop. Make certain after cleaning the threads that all bolts go in and out of the weld nuts before you attempt an install. Failure to follow these instructions may result in the weld nuts breaking off inside the frame. A professional will need to be contacted if that occurs. Siennas and Odysseys are two of many we get calls about.


RETURN PROCEDURE (MANDATORY)

Contact www.hitchesonline.com via email (Preferred) or phone 717-556-0278 Monday thru Friday to obtain an "RA" Return Authorization Number. If the order was placed online please have your ORIGINAL 12 DIGIT ORDER NUMBER READY. THIS NUMBER WILL NOT APPEAR ON YOUR PACKING SLIP. IT WILL APPEAR ON YOUR ORDER CONFIRMATION WHICH WAS AUTO GENERATED AT TIME OF PURCHASE. CHECK YOUR E MAIL OR THE COPY YOU PRINTED OFF.

SHOP HOURS M-F 8:00-4:00 (Eastern Standard Time) Lunch is 12:00 to 1:00

Place YOUR RA NUMBER number clearly on the exterior of the box.

Any packages returned without an RA# issued by our Customer Service Dept, will not be credited.

Simply indicate the reason for your return. Include the packing slip and wrap the package securely .SECURE ALL ACCESSORIES, MOUNTING HARDWARE, BALL MOUNT, BALL IF APPLICABLE DIRECTLY TO THE HITCH USING STRETCH WRAP. DO NOT LEAVE LOOSE IN  THE BOX .IF WE DO NOT RECEIVE THE MOUNTING HARDWARE  COMPLETE A NEW KIT WILL NEED TO BE ORDERED AT COST OF $25 TO THE CUSTOMER Clearly mark on the outside of your package the RGA number that was issued by our customer Service Department. For your protection, we recommend that you use UPS or Insured Parcel Post for shipment.

Please no Styrofoam peanuts!!

If you do not have your packaging slip, please indicate the order number or the e-mail address and name of person who placed the order, along with the reason for your return on a separate piece of paper, and send the package the following address.

Unless advised differently, send the package to:     
Hitchesonline.com
Glick's Hitch and Trailer Service
26 N Hershey Ave
Leola PA 17540

We offer a 30 day grace period for Returns. Please inventory and install your order ASAP. Returns must be received here within 30 days of your order date. AFTER 30 DAYS, NO REFUND OR RETURN

Products must be unused

Freight must be prepaid to return destination. We will not accept COD's

Electrical products are "Non Returnable" NO EXCEPTIONS

Torn boxes are not grounds for Return/Refund

Fifth Wheels , Hitch Receivers , Wt. Distributing kits and other  large or heavy items are difficult to ship. We take steps to protect them but they may arrive with torn boxes and some scratches from shipping. A good grade aerosol with primer will work well for touch up. This is not grounds for return.

"I do not like the way the hitch looks".....is not grounds for a refund or return. Sorry.

" I cannot find someone to put it on"....is not grounds for a refund or return .Sorry.

"I sent this hitch to my garage and they installed it but it doesn't fit right"...or "the garage is charging me extra labor because all the parts were not included in my order"...We will not reimburse labor charges for installation or storage charges. Sorry.

Please read our Returns Policy prior to purchase!!!  is stated in red letters on the shopping cart of every order placed.

CLASS ONE AND CLASS TWO HITCH RECEIVERS MEASURE  1 1/4" X 1 1/4" ...CLASS ONE HITCHES  WILL ONLY ACCEPT CLASS ONE BIKE RACKS. ALL RACKS ON OUR WEBSITE WILL STATE CLASS ONE OR TWO COMPATIBLE. There is a 25% restock if ordered and does not fit.

"Hidden Hitch" is a brand name . It does not imply that the hitch is not visible when installed. We NEVER state that a hitch is hidden from view. All hitches are visible under the vehicle...some more than others. We offer a PDF to view the instructions on all brand hitches and from that installation information you must decide if it meets with your satisfaction prior to purchase.

Shipping time frames for both regular ground and expedited services are clearly explained at Customer Service. Receiving your order "Later than you wanted" is not grounds for Return/Refund.  Saturdays and Holidays are NOT considered Business days.

We are not responsible for typographical errors. Example: receiving a hitch that needed drilling to install but was labeled "No Drill" on the website. This does NOT qualify for  a Return/Refund . Sorry. Additionally some installations will call for an existing "Access Holes" to be enlarged. This can be done several ways depending on the situation. We accomplish it with a hammer and punch or chisel or woodblock or sawsall etc... This is not considered Drilling so on a "No Drill Install" one may be expected to perform this task. See the pdf installation instructions which usually will show this.

"The shopping cart stated two boxes and I only received one box. Was I overcharged? "No, When you place an order the total dollar amount shown is the agreed total for shipping your products, not the individual box amounts You may receive more or less cartons than posted .

"My hitch weighs 45 lbs but you charged me for 70 lbs?. Shipping companies are now charging by "Dimensional weight", not actual weight. The actual wt is only one factor in determining shipping costs. It is factored in with height, length and width. This type of cost calculating is similar to what was always used in Air freight but now is being used in ground freight. Your exact shipping costs will be shown in the shopping cart prior to purchase. It is the agreed upon amount to have the hitch reach your destination.

"I ordered $800.00 worth of hitch parts with free shipping but when I added the prodigy brake controller it was $15 to ship"?..Yes that is correct.. We will not just drop a highly technical and fragile electronic brake controller in with the 275lbs worth of  Steel Fifth wheel parts .

Hitch products on our site are manufactured primarily using  North American steel . There are exceptions such as "Quality S"  weight dist parts, most hitch balls and others parts.

Please note that we cannot exchange items (unless they are defective at time of delivery)

Due to the high cost of cardboard, we recycle shipping boxes.

If a spare tire is present it is best to remove it temporarily before installing a hitch.  

" The hitch I received does not look like the picture online...is it wrong? "   Occasionally we will receive this e mail. We use  generic templates to depict the manufacturers  various class hitches we offer. Directly under these templates it will state: 

This is a generic pic and not an exact photo of your hitch . This graphic may differ from the actual hitch or ball mount due to design & points of attachment. See the installation instructions PDF that will offer a preview of the exact hitch and installation procedure.

*** Cequent Towing the owners of Reese Drawtite and Hidden Hitch are consolidating part numbers to stay competitive. This means their goal is to have one part number for all three brands whereas in the past they may have had 2 or 3 versions for same application. The illustrated installation PDF we post  for a part number  may or may not be the exact representation of the hitch you will receive. It will however be very similar to it.  Any change in wt specs will be noted.

Refunds

If all criteria are met one  can expect a refund  from Hitchesonline within 14 business days of  our Company  receiving the returned product  and / or 14 days from  hitchesonline receiving CREDIT from our vendor. The later can take  up to 30 days.  thank You

Restocking Fee

Why We Charge Restocking Fees:

There is a misconception that companies benefit from returns and restocking charges. This is untrue.
Understand that Hitchesonline.com does not profit from returns. As a matter of fact, they cost us money.
There are many factors as to why this is and here are a few:

· Credit card transaction fees…up to 4% and "non refundable"

· Drop ship charges from 5-15% of the order

· Customer service labor to process your order and credit card

· Warehouse labor to pick, package, label and ship your parts

. Shipping  box costs average  $ 4 -  $6.50 per hitch

· When returning a product, we will incur most of the above charges again for re-processing, repackaging and restocking. Our employees are not "volunteers", they get paid just like you.

· When a item is returned to the manufacturing company, they charge us up to 25% to restock it.

We work hard to offer great products, service and very detailed descriptions. This keeps errors to a
minimum. We ask that you do the same in proofreading your selections prior to purchase.

With all of this in mind, if you do order the wrong parts by mistake, you will know why we have a fair and justifiable return/restock policy in place.

Respectfully


James P Glick
President
www.hitchesonline.com