TSW OFF-ROAD LIMITED WARRANTY

 

 

 

THE BOTTOM LINE

We stand behind our workmanship.

If something doesn't seem right, contact us. Give us the opportunity to inspect the issue and determine what happened.

If the problem is the result of our workmanship and falls within the warranty period, TSW will make it right.

OUR COMMITMENT TO YOU

At TSW Off-Road, we stand behind our work.

We rebuild and service tens of thousands of shocks, and our goal is simple: if there is ever an issue related to our workmanship, we want the opportunity to make it right- even if we need to go above and beyond the status quo. We understand how important it is to get your vehicle back on the road, and we will always make every reasonable effort to take care of our customers quickly and fairly. As a small business, we take pride in providing a level of personal service, accountability, and support that you simply don't get from many large manufacturers. When you choose TSW, you're dealing with a team that stands behind their work and genuinely wants to take care of you.

If you believe there is an issue with your shocks, please contact us. Our team will review the situation, help determine the cause, and work with you through the warranty process.

This warranty is intended to cover legitimate defects in TSW workmanship while also protecting against failures caused by installation issues, vehicle modifications, damage, neglect, or conditions outside of our control.

OUR APPROACH TO WARRANTY CLAIMS

At TSW, our priority has always been taking care of our customers. In many cases, we have historically extended warranty assistance WAY beyond what our written policy technically requires because we would rather help a customer than look for a reason to deny a claim like the big box stores.

However, in order to keep our warranty program fair and consistent for everyone, all customers are expected to follow the warranty requirements and procedures outlined below. Any exception or goodwill assistance provided by TSW should not be interpreted as a waiver or permanent modification of our warranty terms.

We will always make a reasonable effort to work with our customers, but we also ask that customers do their part by properly maintaining their suspension, following installation requirements, returning required cores and warranty components on time, and providing the information necessary for us to properly evaluate a claim.

Our goal isn't to find reasons to deny warranties—it's to make sure legitimate warranty issues are handled quickly, fairly, and consistently.

WARRANTY COVERAGE

ORIGINAL CORE RETURN REQUIREMENT

For customers who purchased shocks through the TSW Exchange Program, the original shock cores from the initial order must be returned to TSW as required by the terms of the Exchange Program.

If the original cores are not returned to TSW, the customer's core deposit will be forfeited and the replacement/exchange shocks will no longer be eligible for warranty coverage.

Warranty coverage is contingent upon completion of the original exchange transaction, which includes the return of all required shock cores. Retaining the original cores does not constitute a purchase of those cores unless otherwise agreed to in writing by TSW.

0–18 Months From Original Order Date

TSW provides an 18-month limited workmanship warranty, regardless of mileage.

For an approved workmanship-related warranty claim within the first 18 months:

• TSW will repair or replace the affected shock, at our discretion.

• TSW will cover standard shipping to and from the customer within the contiguous United States, free of charge.

• Warranty service will restore the shock to the specifications of the original order including all options and upgrades (not including new FOX parts, I.E. front bushings).

• If TSW originally performed the installation, related installation labor will be covered free of charge after review by TSW.

Our objective is to get you taken care of and back on the road as quickly as reasonably possible.

After 18 Months

Warranty coverage expires 18 months from the original order date, regardless of vehicle mileage.

We are still happy to inspect, service, or rebuild your shocks after the warranty period, and if its within a reasonable time after the warranty we will still do our best to work with you. Standard service, parts, and labor charges will apply.

WHAT THE WARRANTY COVERS

The TSW limited warranty covers defects resulting from TSW workmanship or assembly during the applicable warranty period.

Examples may include:

• Assembly-related failures

• Improper sealing resulting from TSW workmanship

• Internal assembly issues attributable to TSW

• Other workmanship-related failures confirmed during our inspection

Every situation is different, which is why warranty claims are evaluated individually after reviewing the vehicle setup, installation, photographs, symptoms, and, when necessary, the shock itself.

If our inspection determines that the failure was caused by our workmanship, we will take care of it.

WHAT IS NOT COVERED

Suspension components operate in a demanding environment and can be affected by vehicle setup, installation, maintenance, driving conditions, and external damage.

The warranty does not cover failures or damage resulting from conditions outside of TSW's workmanship, including but not limited to:

• Improper installation

• Incorrect assembly or mounting

• Abuse, misuse, racing damage, or accidents (Its not a trophy truck)

• Collision or impact damage

• Neglect or lack of maintenance

• Unauthorized repair or disassembly

• Unauthorized modification or alteration

• Shaft damage or scoring from rock chips/ debris

• Rock chips or impact damage to shock shafts

• Corrosion or other environmental damage

• Damage caused by incompatible suspension components

• Damage caused by operating the shock outside of its intended range of travel

• Normal wear and tear from normal service intervals: 50,000 Miles on road, 10,000 miles 50/50, 1,000 miles off road. 

• Cosmetic deterioration

• Damage caused by leveling spacers, leveling kits, lift kits, or other suspension modifications that alter the shock's intended operating range or geometry

If inspection shows that the problem resulted from something other than a TSW workmanship defect, the repair will not qualify for warranty coverage. We will communicate our findings and any applicable repair costs before proceeding whenever practical.

IMPORTANT VEHICLE & SUSPENSION REQUIREMENTS

Certain suspension configurations can place the shock outside of its intended operating range and are therefore excluded from warranty coverage.

Gen 1 Ford Raptor

Gen 1 shocks used with an aftermarket lift spring while positioned at the top or middle perch setting are not covered under this warranty.

Leveling & Modified Suspension Systems

Use of leveling spacers, leveling kits, lift kits, or aftermarket suspension components that alter shock travel, mounting geometry, or operating range may void warranty coverage when those components contribute to or cause the failure.

TSW will evaluate the complete suspension configuration when determining warranty eligibility.

WARRANTY CLAIM PROCESS

We want the process to be straightforward.

If you believe you have a warranty issue, email:

SALES@TSWOFFROAD.COM

Please include the following information:

• Customer name

• Original order number

• Number of shocks experiencing an issue

• Name of the shop that installed the shocks

• Brief description of the problem

• Current front spring setup — OEM, Eibach, Geiser, etc.

• Current perch setting, if applicable

• One full photo of each affected shock

• Close-up photos of the shaft and seal area of each affected shock

The more information you provide initially, the faster our team can evaluate the situation and determine the best next step.

WARRANTY REPLACEMENT / EXCHANGE PROCESS

When appropriate, TSW may offer to send a replacement or warranty shock before receiving the original shock back. This helps minimize vehicle downtime.

Because the original shock must be returned for inspection, a refundable core/warranty deposit may be required before an advance replacement is shipped.

If you prefer not to place a deposit, you may send the original shock to TSW first for inspection and warranty evaluation. The customer is responsible for any resulting vehicle downtime.

Return Requirement

The original shock must be returned to TSW within 30 days of receiving the warranty replacement.

Failure to return the original shock within the required timeframe may result in forfeiture of the deposit and cancellation of warranty coverage for that claim.

WHAT HAPPENS AFTER WE RECEIVE YOUR SHOCK?

Every returned warranty shock is inspected by TSW.

If we find a TSW workmanship issue:

We take care of it.

For an approved claim within the 18-month warranty period, the applicable repair or replacement and standard round-trip shipping are covered by TSW.

If we find external damage or another non-warranty cause:

If inspection determines that the failure resulted from improper installation, abuse, neglect, impact damage, shaft damage, corrosion, incompatible suspension components, or another condition outside of TSW workmanship, the repair will not be covered under warranty.

If an advance replacement was provided, the applicable deposit may be applied toward the replacement, rebuild, parts, or other charges associated with the non-warranty repair.

REPLACEMENT PARTS & ORIGINAL ORDER CONFIGURATION

Warranty shocks are built to the original specifications of the customer's order.

The warranty does not automatically provide upgrades or newly released FOX components that were not included with the original order.

For example, updated or replacement components such as front bushings, rear guards, or other FOX parts are not included unless they are necessary to correct an approved warranty-related workmanship issue or were included with the original order.

Customers may request available upgrades at their own expense.

LABOR COVERAGE

Unless the original installation was performed by TSW, removal, installation, alignment, diagnostic, towing, vehicle downtime, and third-party labor expenses are not covered by this warranty.

If TSW originally performed the installation, related labor may be covered when the issue is determined to be the result of TSW workmanship.

WARRANTY OWNERSHIP

This warranty applies only to the original purchaser and is not transferable to subsequent owners.

Proof of purchase or the original TSW order number may be required to process a claim.

LIMITED WARRANTY TERMS

This limited warranty applies only to eligible TSW suspension products purchased directly from Texas Shock Works, LLC.

When TSW determines that a product has a covered workmanship defect, TSW may, at its option, repair the affected product or replace it with a comparable product. The remedies provided under this warranty are the customer's exclusive remedies to the fullest extent permitted by applicable law.

To the maximum extent permitted by law, TSW is not responsible for indirect, incidental, special, punitive, or consequential damages, including vehicle downtime, loss of use, towing, storage, lost income, third-party labor, or other expenses resulting from the use or inability to use the product.

Any implied warranties, including warranties of merchantability or fitness for a particular purpose, are limited or excluded to the extent permitted by applicable law.

Some states do not allow certain limitations on implied warranties or the exclusion or limitation of incidental or consequential damages. Therefore, some of these limitations may not apply to you.

This warranty provides specific legal rights, and you may have additional rights that vary by state or jurisdiction.

If any provision of these warranty terms is determined to be unenforceable by a court of competent jurisdiction, that determination will not affect the enforceability of the remaining provisions.

 

 

IMPORTANT SAFETY INFORMATION

For consistent suspension performance and predictable vehicle handling, off-road shock absorbers should be replaced and installed in matched pairs on the same axle.

Suspension components must be installed correctly using appropriate tools, equipment, and service procedures. We strongly recommend that all shock and suspension installation, inspection, and service work be performed by a qualified automotive or suspension technician. Improper installation or servicing can result in component failure, unpredictable vehicle behavior, loss of control, serious injury, or death.

VEHICLE HANDLING

Any modification to a vehicle's suspension can affect steering response, braking, stability, center of gravity, suspension travel, and overall handling. Modified or lifted vehicles may react differently than a factory-equipped vehicle and, under certain driving conditions, may have an increased risk of loss of control or rollover.

After suspension modifications are completed, operate the vehicle cautiously until you are familiar with its new handling characteristics. Avoid aggressive driving or high-speed off-road use until the vehicle has been properly inspected and you are confident in its operation.

Appropriate occupant restraints and protective equipment should always be used. For vehicles subjected to aggressive off-road use, additional safety equipment such as a properly designed roll bar or roll cage is strongly recommended.

HIGH-PRESSURE SHOCK WARNING

Gas-charged shock absorbers contain high internal pressure, even when removed from the vehicle.

Never heat, puncture, crush, drill, cut, incinerate, or improperly clamp a pressurized shock absorber. Do not attempt to open, disassemble, modify, or service a shock unless you have the proper training, procedures, and specialized equipment required to safely depressurize and service the unit.

Improper handling or disassembly of a pressurized shock can cause components to release suddenly and with significant force, potentially resulting in serious injury or death.

MODIFICATION & MISUSE

Shock absorbers and suspension components must only be used for their intended application. Unauthorized modification, improper installation, misuse, tampering, or servicing by unqualified personnel may cause component failure, create an unsafe operating condition, and may void the applicable warranty.

Always inspect the vehicle and suspension after installation and periodically thereafter. If any component appears damaged, loose, leaking, excessively worn, or otherwise abnormal, discontinue use until the vehicle has been properly inspected and repaired.