Shipping and Return Policy
RETURN POLICY -
ONLINE ORDERS: Returns must be made within 15 days of the delivery date; our shipments are delivered by USPS or UPS. You will need to contact one of our representatives to secure an RMA (return merchandise authorization) and you must send the item from your location with 5 business days of receiving the RMA or it will be declined and the item will be returned to you.
IN STORE PURCHASE (must have receipt): All returns must be made within 15 days of purchase. All returns are subject to a 20% restocking fee. Your part must be in its original packaging and must not show any signs of installation, or wear, or damage. If you paid with cash and we do not have the amount necessary for refund, we will refund with a check, or give you a receipt to return the next day for your cash refund.
RETURNING LCI, POWERGEAR AND HWH PARTS: Must be in new condition and must include all instructions, when applicable, and your part must be in its original packaging and must not show any signs of installation, wear, or damage. All HWH and Powergear/LCI items with lead times, indicates special order and a 20% restocking fee will be imposed for returns. Customer pays all return shipping charges. Include a copy of your RMA, packing list/receipt with all returns.
RETURNING/EXCHANGING DEFECTIVE ITEMS: If you receive a product that is damaged, defective, or you received an incorrect part, please call 866-678-7467 within 5 working days of receiving the part and we will arrange for a replacement. We will cover all reasonable and customary shipping fees. If we are not notified within 5 days and the part is returned to us without an RMA, then it will be returned to you. After 15 days from receiving the item, assuming you have not contacted us, then you defective item reverts to the manufacturers warranty and you must contact the manufacturer for repair/replacement. Northwest RV Supply reserves the right to determine if an item is defective or not. Any item deemed non-defective will be charged for shipping both ways and may incur up to a 20% restocking charge.
ITEMS THAT ARE NOT RETURNABLE: Batteries and Electronics, including converters/inverters, circuit boards, or any item containing circuitry. Owners manuals and wiring diagrams are not returnable. Surplus items sold in store are exchangeable, on a case by case basis, for store credit only.
How long will it take for my refund to reach my account? Please allow fourteen (14) calendar days from the date you send your part back to us, to the day you receive the funds back to your account.
Why am I being charged for shipping to return a part I ordered with FREE SHIPPING? If you received free shipping with your order but chose to return the item, the “free” shipping amount will be deducted from your refund, along with the return shipping charge and a 20% restocking fee. If you paid for your shipping along with your item then your refund will be less the original shipping charge, less the return shipping charge, and less a 20% restocking fee.
(We are on the West Coast/Pacific Standard Time) Orders placed after 2pm PST will ship the following day -
LEADTIMES: Several parts on our website have lead times. If your part has a 3 to 5 day lead time and you chose UPS NDA (Next Day Air), please note that your part may ship as late as 4 days after ordering and THEN it will be shipped UPS NDA.
ONLINE ORDER ADDRESS DISCREPANCIES: If you placed your order online and made a mistake, or entered the wrong information in the shipping address section, and your item has already shipped: through US Postal Service (usps.com) or UPS (UPS My Choice®), you may visit their website(s), with your tracking number, and fix the address issue yourself.
UPS/USPS INTERNAL SHIPPING DELAYS: We are not liable for shipping delays through USPS or UPS. On occasion there are weather related incidences and there are equipment issues, and all of these are out of our control.
PACKAGE DELIVERY ISSUES: If UPS or USPS delivers your package to your address, and the item is stolen, we are not liable. You must contact your local UPS/USPS office and file a claim.
UPS SUSPENSION OF SERVICE GUARANTEE (as quoted from UPS website): Effective March 26, 2020, we suspended the UPS® Service Guarantee for all shipments from any origin to any destination. For all U.S. origin shipments, the Service Guarantee suspension became effective as of March 24, 2020. Effective April 5, 2021 the UPS Service Guarantee was reinstated only for the following services: UPS Next Day Air® Early, UPS Next Day Air®, UPS Next Day Air Saver®. To reiterate, presently there is not a service guarantee for UPS ground shipping, second day air shipping, or three day select shipping.