Terms & Conditions
TERMS & CONDITIONSRusty’s is committed to providing our customers with the best products and customer service in the industry. As such, please make note of the following:
We strive to ship within the same business day if an order is received before 2 pm CST, otherwise we generally ship two to ten business days from the time an order is received. If there is an issue with inventory and there may be a longer delay, we will contact you. Rusty's is a highly specialized company; we build, fabricate, and box nearly all of our products. We are not a manu-packer. Rusty's orders may take longer depending on the build; please allow 2 to 10 business days for bigger suspension kit orders, many small parts and less complicated kit's will ship within a few days.
With what has happen in the country since 2019, material is harder to get, even nuts and bolts can be difficult to get. We are also highly under staffed, we lost 1/3rd of our staff during the epidemic and have not been able to replace any one, so we are extremely short handed. I can promise you we won't just hire bodies and the quality reduce. This is not how Rusty's does business. Please be patient and you will get a great part or kit that will be properly packaged so UPS or FED EX cant damage it during shipping and the products will be 2nd to none.
All express orders (Next Day, 2-Day, 3-Day Select) must be placed by 2 p.m. CST (Central Standard Time) in order to be shipped on the same day. All express orders placed after 2 p.m. CST will be processed on the next business day. Please note same-day shipping is subject to stock on hand; if the product is out of stock, this may result in a shipping delay. While Rusty's strives to ship all express orders on the same day the order is placed within this criteria, same day shipping is not guaranteed.
RUSTY’S OFF-ROAD RETURN POLICY
Though the vast majority of our orders result in happy customers, things do occasionally happen. We strive to ensure customer satisfaction, and we will work quickly to resolve the situation. As such, please review our policies regarding returns.
Should there be any questions about a warranty, defect, or return issue, before initiating the formal return process, we encourage customers to send an inquiry to our customer service department’s e-mail address (located on the Contact Us page) and be prepared to send any supporting pictures or measurements related to your inquiry. We have found the vast majority of our return claims could have been resolved without actually returning products. These inquiries also virtually eliminate warranty denials after customers incur the expense of sending parts in for inspection.
WRONG / MISSING PRODUCT
If you believe you have received the wrong parts, or have been shorted parts, please double-check the order first. Part numbers received should match what is on the order. Please contact us immediately regarding any mistakes with your order. You must alert Rusty’s of any errors within 5 business days of receipt of merchandise.
If you believe an item is missing from your order, please carefully inspect packages and packing materials. We will sometimes combine smaller products within a larger product’s box to reduce shipping costs to customers. Also, it is easy for small items to hide behind and under the packing material.
In the event a problem is found, Rusty’s Off-Road will determine the simplest, quickest, and most convenient way to resolve the issue. Rusty’s will issue a return / call tag on any mis-shipped items when it is determined to be our fault. We always strive for perfect shipping records, but unfortunately, we are human, just like you. On rare occasions mistakes will happen.
WHAT TO DO AND KNOW WHEN RETURNING PRODUCTS:
RETURNS ARE FOR STORE CREDIT ONLY.
Contact our customer service department and obtain an RMA number. Items returned without an RMA number will not be accepted.
All returns must be in “like-new” condition with all original packaging and documents. No items that have been installed or modified in any way are accepted. We mean even pulled out of the bag and put in the location, If it is out of the package and you decide to return , we won't be able to take it back. We don't sell any one used parts, and you wouldn't want to receive a part that had been installed and returned.
When it is determined that Rusty’s is at fault, we will send the correct part and issue a return / call tag for the incorrect part. If the incorrect part is not returned within 14 days of receipt of the replacement part, the customer will be charged for the the incorrect part, including shipping. There will be no credit issued for original shipping costs.
Customer is responsible for all shipping costs associated with a return where Rusty’s Off-Road is not at fault. This includes original shipping costs and all return shipping costs.
The following items cannot be returned for any reason: custom parts, special order parts, tires and wheels that have been mounted, tops of any kind, electrical items.
Rusty’s will not accept partial returns. If items were purchased in kit form, they must be returned in kit form. In other words, Rusty’s will not accept returns on individual components that make up a kit.
The customer is responsible for ensuring return items are packaged securely – Rusty’s will not be responsible for damages obtained in transit. Never use duct tape or electrical tape to seal a package.
Rusty’s reserves the right to charge re-stocking fees and to refuse to return any order under any circumstance. Rusty’s will refuse any return with shipping charges, duties, or customs that are not pre-paid.
If you intend to cancel your order for any reason, please do so within 30 minutes of placing the order. After normal business hours, when you cannot call and speak to a live Representative, please call our office (256-442-0607) first thing the next morning. We open at 8:00 AM CST.
You cannot cancel an order via e-mail. You must talk with a live sales representative over the phone to cancel your order. There will be a cancellation fee of up to 10% on all cancelled orders. Rusty's Off-Road reserves the right to cancel any order for any reason.
Some financial institutions may take up to 14 business days for a credit to be placed back in your account.
Rusty’s Off-Road will accept exchanges as long as the items are new, unused, and in their original packaging. Customer is responsible for all shipping costs associated with an exchange.
Please check your order upon receipt. Rusty’s is not responsible for damaged items if we are not notified within 10 business days of receipt. Merchandise damaged in transit should be reported to Rusty's. Rusty's will contact the shipper and file a claim or report the package lost. We will do everything we can to get the package found or replaced as soon as possible.