FAQs
Orders and Shipping
Free Shipping
TreadRunner offers free shipping on all orders (items shipped to the lower 48 states). If you need us to ship outside of the lower 48 states (Alaska or Hawaii) Please reach out to us to get shipping rates.
Order Confirmation
As soon as you place your order, you will receive an order confirmation e-mail. This means that we have received your order in our system and pre-authorized your credit card for the purchase. If your item is on backorder or unavailable, we will void the pre-authorization and reach out to you via e-mail. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.
Order Shipment
If your order is in stock and we process the charges to your credit card, it will ship within five business days from the date of your order. We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within six business days of your order, feel free to follow up with us at info@Treadrunner.com
Damages
All items are protected in their packaging and shipped securely. Damages are rare but could happen. Please look over the information below and know the actions you must take when receiving an item and especially if there are any damages.
Please be sure to inspect each item at the time of delivery for any shipping damage.
Do Not Sign For Anything Without Thoroughly Inspecting The Contents Of Each Delivered Box.
Please kindly ask the driver to wait for you to ensure that your unit has arrived in good condition. We strongly encourage you to open each delivered box and carefully inspect the contents inside BEFORE signing the delivery receipt (Proof of Delivery). By performing this task immediately, you are not only helping us to more quickly determine whether your unit arrived damaged or undamaged, but it also protects you against any possible product liability claims.
Receiving the item
In the event of any damage to the packaging and/or the item(s), please be sure to mark it on the shipping documents prior to the truckers leaving. Also take photos.
Have The Driver Write “Damaged” With Their Initials Next To It On The Proof of Delivery.
Include additional/descriptive information about the damages on the proof of delivery.
The freight company will not knowingly ship any items that are damaged. The freight company routinely inspects every box before accepting any items to be shipped.
Consequently, you should NOT sign any courier receipt which transfers product liability over to you, until you have inspected the shipment’s contents.
This step is essential to document that you have received a non-functioning component in damaged shipment.
Please never write/check off: “Subject to inspection”, “No visible damage” or “Possible damage” on the proof of delivery.
If your item(s) do arrived damaged, please send an email to orders@Treadrunner.com within 48 hours and include the following information so we can process a claim on your behalf:
- Order # (should begin with TRX-xxxx)
- Which items are damaged
- Images of the damages to packaging or items
We'll respond to your email within 24 hours and help get you a replacement part or product.
Take note the following:
Create A List
Create a list of damaged items to ensure an accurate replacement (please include pictures if possible). This helps us expedite your claim and send replacement parts and or items in a timely manner.
Keep All Original Packaging
If you do submit a damage report, during the 48 hours period, you must keep all original packaging. Some things may need to be sent back in the original packaging.
Do Not Move Damaged Package
Once the claim is settled, it is very important that you do NOT move any damaged packaging to a different location. The freight company and the shipper cannot be held liable for any damages if the unit is moved to a different location after it has been certified to have been delivered in good condition to the correct address.
Quick Answers
- When do products ship?
Products will be shipped within 7 business days of you placing your order. There may be some exceptions for specialized products, custom orders and items on backorder. Some items that are sent completely assembled may take longer but we will contact you with details at the time of purchase.
- How long does shipping take
Estimated shipping times are on the checkout page. The estimated shipping times are not guaranteed. Most products arrive within 7 -14 business days of leaving our warehouse. For longer shipping times we will contact you at the time of purchase.
Refund & Return Policy
If for any reason you are not completely satisfied with your products, please contact us immediately. Send an email to Returns@treadrunner.com or call us at 301-818-2993. We respond to all voicemails within 24 hours.
Damages:
Please inspect the packaging of your item(s) when they arrive, if you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send photos to Returns@Treadrunner.com and we will process an insurance claim on your behalf.
Cancellations & Refunds:
Order can be canceled before we have captured your payments (during the pre authorization period. ) All orders canceled after payment is captured are subject to a 20% administration fee, whether or not your order has shipped or not. If your order has shipped, you (the buyer) will also be responsible for any/all return shipping charges in addition to any restocking/ admin fees. Any orders that are refused or returned may be subject to a restocking fee. Refunds will only be issued to the original credit card that you use when placing your order.
Depending on the manufacture/brand the refund process can be slightly different.
Return
Items can be returned within 30 days of delivery. After 30 days no returns will be accepted. The product needs to be in its original conditional unused and shipped with the original packaging. Any items that are used or do not meet any or all of the previous conditions will be refused and a refund will not be issued. The customer will be responsible for shipping charges for any returns not due to damaged or defective items. There also could be a 20%-30% restocking fee. In the event of a restocking fee, it will be deducted from your refund as well as any shipping charges.
Replacement
If you choose to replace the product, round trip shipping charges to and from the warehouse will be paid by the customer and any difference in price of the products.
You are responsible for insuring any parts or product shipped for replacement or returned.
You assume the risk of loss or damage during shipment.
Refunds
Please note that some manufacturers charge 20% - 30% restocking fee no matter if the item has been opened or not. In these situations you can expect to receive a "partial refund" with manufacturers' fees deducted from the funds returned to you.
Refunds will be issued in the same form as original payment within 2 weeks of our receipt of the returned product.
Return Process:
You need to contact us first before returning the product as some manufacturers have different return policies and may require you to obtain a return merchandise authorization number from Tread Runner before you return an item. The RMA number must be printed or written clearly on paper and placed inside the package.
- Please contact us at returns@Treadrunner.com or call us at 301-818-2993.
- We will provide you the necessary information (RMA, return label, etc.) before you return the product.
- After the product has been returned to our warehouse, it will be inspected, if the return is accepted a refund will be issued to the original form of payment.
Price Match Guarantee
We work very hard to ensure that we offer the absolute best prices online. If you find another online store that offers a lower price than us within six months of your purchase date please let us know and we will refund your original payment for the difference. We want you to feel confident that you are getting the absolute best price for the product you are ordering. If you find that our own website has a lower price for the same item you have ordered within six months of your purchase date will refund the difference as well.
To request your partial refund simply e-mail us a link to the same product on our website, or on our competitors website within six months from the date of your order and we will process the credit accordingly.
Our 100% Price Guarantee has some limitations:
- You must purchase the item from our website before requesting your Price Match Guarantee
- Promotions such as rebates and buy one, get one free offers are not eligible
- The item must be in stock on the competitors website
- The competitor must be an online store, they may not have a retail location (ie; walmart, target, best buy)
- The website can not be a discounter or auction website (ie; eBay, overstock, Amazon, etc..)
- The competitor must be an Authorized Retailer of the product in question
- The Price Match Guarantee includes the item price and the shipping charges, it excludes sales tax
- We cannot reduce any prices below Manufacture or our retail limitations.
If you have any questions or concerns please contact our team at Info@treadrunner.com
