Shipping policy
SHIPPING & DELIVERY
Once your order ships, please keep your tracking information available and monitor the shipment through the carrier.
Customers are responsible for providing a correct and secure delivery address and for receiving and securing packages after delivery. TSW cannot be responsible for packages that are lost or stolen after the carrier has confirmed delivery to the address provided with the order.
If your shipment is delayed, damaged, or appears to be lost while in transit, please contact us. We will do our best to assist you in working with the shipping carrier and getting the situation resolved.
Customers are also responsible for properly packaging and tracking any products or shock cores being shipped back to TSW. We strongly recommend keeping your return tracking number until your return has been received and processed.
CORE RETURN PACKAGING & SHIPPING
We want your core return to arrive safely and for you to receive as much of your refundable deposit back as possible. Please take a few extra minutes to package your shocks securely before shipping them back to TSW.
Customers are responsible for ensuring that all returned shock cores are properly packaged and protected for transit. Shocks are heavy and can easily damage one another or break through a box if they are not adequately secured.
Please use a sturdy shipping box, sufficient padding and packing material, and quality shipping tape. Shocks should be individually wrapped or separated so they cannot move freely, contact one another, or puncture the packaging during shipment.
The customer is responsible for damage that occurs as a result of inadequate or improper packaging. If a returned core is damaged because of insufficient padding, an improperly secured box, inadequate tape, shocks contacting each other during transit, or another packaging-related issue, the cost of the resulting damage may be deducted from the customer's core deposit.
We understand that normal shipping wear can occur, and our goal is not to penalize customers for circumstances outside of their control. Any deductions will be based on the condition of the returned cores and the damage identified during inspection.
If you're unsure how to package your shocks for return, please contact TSW before shipping them. We're happy to help make sure they're packed correctly and arrive safely.
RETURNS & REFUNDS
We understand that plans can change, and we will always do our best to help when possible. Because many of our products are built, prepared, or configured specifically for each order, the following return guidelines apply:
Return requests must be made within 30 days of the original order date and before the order has shipped. Once an order has shipped, it is considered final and is no longer eligible for cancellation, return, or refund.
Approved cancellations or returns are subject to a 15% restocking and processing fee, along with any applicable freight, shipping, credit card processing, or other non-refundable costs associated with the order. These fees may be calculated using the total transaction amount, including applicable shipping charges and deposits.
INSTALLED PRODUCTS
Please carefully inspect and confirm that all products are correct before installation.
Once a product has been installed, it is considered accepted and is not eligible for return or refund. This includes shocks and all other suspension components.
Of course, this does not affect an eligible TSW warranty claim. If you believe there is a workmanship or product issue after installation, please contact us and we will be happy to review it under our warranty policy.
