Parts Terms & Conditions

Return Policy:

• All returns are subject to a 15% handling charge.
• No returns will be accepted for special order items, kits, or electrical components.
• All returnable parts and cores must be returned within 30 days of the invoice date in a resellable condition, including all original packaging, instructions, and accompanying materials.
• If a return is due to customer error or any reason not caused by Custom Truck One Source, Load King, or its affiliates, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
• Returns must be accompanied by the original invoice.
• All returns require a Return Goods Authorization (RGA) before returning any item or order. (See below for details.)

Return Goods Authorization (RGA)

• A Return Goods Authorization (RGA) must be obtained by calling 833-727-8755 or emailing our parts team at [email protected] before returning an item/order.
• Return shipping is the buyer’s responsibility unless we make an error in fulfilling your order.
• The return Ship To address will be indicated on the RGA form.
• Include a copy of the RGA with your return.
• Please do not refuse orders, as they may end up at the wrong warehouse where returns are not accepted.

Core Returns:

• An RGA is required for a core return. (See above for details.)
• Cores must be returned in the manufacturer’s packaging.
• Cores must be drained of all fluid and wrapped in plastic if needed.
• Cores will be inspected for rebuildability before a core credit is issued.

 

Limited Warranty:

• Parts are warranted by their respective manufacturers and are subject to their coverage limits.
• Custom Truck One Source shall be the sole judge on any labor warranty, and all corrective work must be performed in our service department.
• This limited warranty is the only warranty offered by Custom Truck One Source and shall not supersede any warranty between the ultimate customer and manufacturer.
• Implied warranties regarding product quality, performance, merchantability, or fitness for a particular purpose are limited to the same duration as the expressed limited warranty stated above.
• This limited warranty does not cover damage due to accidents, misuse, neglect, alterations, overheating, lack of lubrication, or lack of maintenance.
• Custom Truck One Source is not liable for consequential damage such as towing, downtime, or lost revenue.

 

Refunds:

Expect a refund within approximately 10 business days from the time you ship back your order.
Refund processing typically follows this timeline:

• 1 week: Time for us to receive your package.
• 1–2 days: Inspection and refund processing.
• 2–3 days: Bank processing time for the refund to appear in your account.

The refund will be for the full amount, less any applicable shipping costs and/or restocking fees.

 

Shipping Policy:

Our goal is to provide efficient and reliable shipping services for all your equipment parts needs. Please review our Shipping Policy to understand our shipping procedures and guidelines.

• • Carrier Delays and Damages

    • Shipments delayed due to carrier error, weather, damages, or other unforeseen issues are the responsibility of the shipping company, not Custom Truck One Source.
    • We will assist in working with the shipping company to resolve the issue, but we cannot guarantee compensation for delays or damages caused by the carrier.

  • Freight Collect

    • A $15.00 handling charge applies to all Freight Collect shipping options. This charge will be added at checkout.

  • Hazmat Shipping Restrictions

    • Orders that include Hazmat items cannot be shipped internationally or by air to domestic U.S. destinations.

  • International Shipments

    • The buyer is responsible for all customs duties and import taxes for shipments sent to international destinations.

  • Local Kansas City Delivery

    • Available Monday–Friday for account customers within eligible zip codes serviced by our Kansas City warehouse.
    • Delivery is subject to order value and size restrictions, as determined by our sales team.
    • Orders placed after 3:00 PM Central Time will be dispatched the next business day.

  • LTL or Flatbed Shipping for Heavy or Oversized Items

    • Complete orders with/or individual items that exceed a certain maximum weight or length will ship via LTL or flatbed.

  • LTL Shipping Costs

    • LTL shipping costs are quoted after the order is placed and billed separately.
    • Customer confirmation is required before proceeding with LTL shipping.

  • Miscellaneous Shipping Service Charges

    • Customers are responsible for all miscellaneous shipping service charges that are added by the shipping company, such as a liftgate and/or forklift service, residential delivery fees, incorrectly entered address charges, etc.

  • Order Processing Time

    • Orders placed after 3:00 PM Central Time Monday–Friday, on a Saturday, Sunday, or a U.S. public holiday will not be processed or shipped until the following business day.

• P.O. Boxes

  • We do not ship to P.O. boxes at this time.

• Reporting Damaged or Missing Items

  • Damaged or missing items must be reported within 24 hours of receiving your shipment. This ensures we can promptly file a claim with the shipping company. To support your claim, please provide clear photos of the damaged items or packaging.

• Reporting Lost or Delayed Shipments

  • Orders that are lost or not received within 24 hours of the expected delivery date must be reported within 24-48 hours of not receiving your shipment. We will file a claim with the shipping company on your behalf.

• Will Call

  • Available at our Kansas City, MO parts warehouse
  • Monday–Friday, 7:00 AM to 5:30 PM Central Time
  • Pickup instructions will be provided on the order confirmation page.

 

Thank you for choosing Custom Truck One Source for your parts needs. We appreciate your understanding and compliance with our Return, Warranty, and Shipping Policy. If you have any questions or concerns, please do not hesitate to contact our customer support team for assistance.