Shipping & Returns

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 (shipping cost is your responsibility) within 5 business days of receiving the RMA or it will be declined and the item will be returned to you.

In-Store Purchases (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, HWH PARTS and SAUER DANFOSS: 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, must not have attempted installation, have wear, or damage. All HWH and Powergear/LCI, and Sauer-Danfoss 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 return

Damages/Defects/Wrong Item Sent/Missing Parts
When you receive your package, PLEASE take time inspect it for any issues. If you find any missing, damaged, or defective products, let us know within 72 hours of delivery. We may request photos of the damage. Report any issues to us by phone (during business hours, DO NOT LEAVE A MESSAGE) or by EMAIL at [email protected]. We take responsibility for missing, damaged, or defective products and will replace parts or the full product with an undamaged replacement of the same item, however, we do not issue refunds for them, even if you chose to buy a replacement elsewhere.  To reiterate, it is best to follow our “defective item“ return protocol in order to avoid shipping charges

After 72 hours from receiving the item, assuming you have not contacted us, then your 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.

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.

Refunds

You should expect to receive your refund within 2-4 weeks of giving your package to the return shipper, however, in most cases you will receive a refund sooner. This time period includes the transit time for us to receive your return from the shipper (5 to 7 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).

Undeliverable Packages
Sometimes packages are lost, delayed, or undeliverable. However, we are not responsible if this happens because of incorrect address or delivery issue. If packages are undeliverable and returned to us undamaged, they can be reshipped or refunded. Reshipping the package will occur at the expense of the recipient and refunds are available for the cost of the product(s) minus the return shipping cost.

Address Corrections
After checkout, please make sure to review the shipping address on the confirmation page or order receipt that you will receive via email. Please make sure to check your spam folder. Similar to order changes or cancellations, it’s important to contact us as soon as possible if you want to make any address changes. After the package has been processed and/or shipped, changing the shipping address is not always possible. Please note that a change of address with the shipper does not guarantee it will arrive at the changed address, and may also increase delivery times.

REFUND PROCESS

How long will it take for my refund to reach my account? Please allow approximately 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.

SHIPPING POLICY

(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.

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