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Frequently Asked Questions
Can I keep more old cores and TSW keep my deposit?
Please don't be that guy and ruin it for everyone. We get asked this frequently and the answer is and always will be NO!
Common excuses:
- I forgot
- My mechanic lost them or threw them away
- My old ones are in better shape
- I want a spare set
- I sold them to a friend
- I had an issue and didn't let TSW make it right, so now I'm just going to keep them
- I can sell them on eBay for more than my deposit
- I missed the 30 day return window (by the way we will always work with people who let us know- life happens.)
- My dog chewed them up (yes this conversation really happened.)
If you want to keep you cores, PLEASE DO NOT ORDER THROUGH US or find a spare set somewhere else. It dramatically increases lead times and is not fair to customers that follow the rules. We cannot simply replace or buy these shocks for the price we charge for the core deposit. We try and keep the deposit price low enough for all our customers. We want to keep the exchange program open for our customers, so please do the right thing and return your shocks.
If you choose to be "that guy" and not return them, unfortunately some people ruin it for everyone and we have to enforce our policies.
*VERY IMPORTANT!
TSW will charge your card on file for the full RETAIL replacement value of the cores (less any deposit paid), forfeit my deposit, and all warranties will be void. No exceptions.
Do you install customer supplied parts?
The short answer is NO. in some cases (rare) we will make exceptions.
You wouldn't buy a steak at Walmart and bring it to a restaurant to be cooked would you?
Buying parts though TSW allows us to not only guarantee both the work and parts, but also supports you in case parts are missing, wrong or damaged. Its service after the sale.
What's your lead time on the exchange program?
Typically our lead time is 1-4 weeks. It depends on a few variables such as:
- Customers returning their cores back on time or not even sending them back
- Limited inventory on newer shocks like Gen 3
- Customers sending back damaged, unusable cores that do not meet our quality standards.
- Sales volume and how busy with orders we are
Do I need to clean my old shocks before I send them back to TSW?
If it's normal dust and road grime, its fine. If you can wipe them down it saves us some time to clean them, and we would really appreciate it. NOW>>>If we receive back your shocks covered in mud, cement, undercoating or caked on shock oil, a cleaning fee will come out of your deposit.
My shocks are in GREAT condition and i want the exact same condition back.
We do offer the exchange program with cosmetic grades to fit as close as possible to what you have within reason, but what we send you may vary. We would recommend sending your shocks into us for a rebuild if you are picky about cosmetic quality.
What valving / tune should I select for my shocks?
For OEM trucks with no modifications, the OEM valving is typically fine. If you want better performance, we offer 3 tunes for various driving styles.
Alpha Valving (aggressive) is TSW’s proprietary shock tuning designed to improve:
✔ Larger jumping and G-outs
✔ Heavy offroad use
✔ Cornering confidence
✔ Not recommended for comfort (harsher ride)
Bravo Valving (Balanced) is TSW’s proprietary shock tuning designed to improve:
✔ Stability
✔ Body control
✔ Cornering confidence
✔ High-speed performance
Especially beneficial for aggressive driving and off-road use. This tune is highly recommended for use with any aftermarket springs, perch collars or lift top hats regardless of how you use the truck. 90% of customers chose this tune.
Charlie Valving (comfort) is TSW’s proprietary shock tuning designed to improve:
✔ Highway road comfort
X Not recommended for offroad or rough roads (potholes)
✔ OEM+ ride quality
What is Your Drive-Thru Shock Rebuild?
What is Drive-Thru Shock Rebuild?
Our Drive-Thru Service allows you to:
✔ Schedule online
✔ Drive in
✔ Have shocks rebuilt same-day
✔ Drive out typically within ~3 hours
**Raptor platforms only**
You can easily schedule an appointment on our website. Select "Drive thru Rebuild" on the top menu, choose your service, and date/time.
When should my Raptor shocks be rebuilt?
Typical recommendation:
• 40k–50k miles for street/light use
• 10k Miles or Sooner for aggressive off-road use
Symptoms of worn Raptor shocks:
❌ Excessive bounce
❌ Harsh ride
❌ "Floaty" at high speeds (Gen 2/3)
❌ Oil leakage
❌ Loss of control
What is the Ford Raptor Shock Exchange Program?
Our Shock Exchange Program allows you to:
✔ Order rebuilt shocks in advance
✔ Install immediately
✔ Send your old shocks back later
This minimizes vehicle downtime.
How does the deposit work?
A refundable core deposit is collected. Once we receive your rebuildable OEM shocks:
✔ Deposit is refunded after we contact you in 3-4 weeks after receiving your shocks.
✔ Any damaged components deducted if necessary, I.E. Worse grade condition or ANY hard parts that are worn or damaged. The most common failure are front shafts.
How can I contact customer support?
You can reach our customer support team via email at sales@tswoffroad.com or through our contact form. We typically respond within 24 business hours.
Can I fix seized Live Valve caps?
Yes. Seized caps are a common issue, and we have specialized tooling and procedures to safely service them. Here is a video on how.
Ford Raptor FOX Live valve shocks with seized caps? Here's what to do.
