Return Policy

Thank you for placing your order with us, we certainly appreciate your business!

 

Return Policy

Our return policy generally lasts 30 days. If 30 days have gone by since your purchase, please give us a call prior to sending the product back. 

 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, and in saleable condition.


There are certain situations where no refund (or a partial refund) will be the outcome from a returned part or accessory:

Any item with obvious signs of use or previous installation.

Any item not in its original condition, or is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery without prior consent from our staff. 

 

Several types of our products are exempt from being returned (purchase of these items are usually final):

Any item that is custom cut and sold by the foot.

Any item not in its original condition, is damaged, scratched or missing parts for reasons not due to our error.

Any custom item(s) made to your specifications, like trailer screens, trailer bumpers, or custom feed bags. (If the word “custom” is in the description, we usually do NOT accept returns on these items.)


Sale items  

Generally, only regular priced items may be refunded, but some sale items can be accepted if they are not marked CLOSEOUT, SPECIAL PURCHASE or clearly marked as the last of an item that we no longer intend to carry.


Exchanges

If we have sent you the wrong part, we will make it right as quickly as possible, at our cost.  We will replace items if they are defective or damaged in shipping, at our cost. If you need to exchange a product for another size, or for a different product, call us or send us an email at: info@trailpals.com. 


Drop-Shipped Items

If your item was drop-shipped from one of our distributors, please do not send your purchase back to them, as it could very easily get "lost in the system". We have no way to check if they received it and most of them charge a percentage fee for returns, which will be passed on to you. For a refund, drop-shipped items need to be sent to our store in Oregon. US Mail is usually the least expensive way, but UPS or FedEx will also go directly to us. Always call us first in this case.


To complete your return, we require a receipt or proof of purchase (call us if you need a copy).  Always include a copy of your receipt with your return, and clearly write on the receipt WHY you are returning this item & WHAT you want us to do for you (i.e. refund, exchange, credit towards another product, etc.).


Shipping a return

To return your product, you should mail your product to: Trail Pals HTAS,  39400 Pioneer Blvd, Suite 11, Sandy, OR 97055. UPS and FedEx shipments will also reach us at this address.

 

Unless there is a previous agreement with Trail Pals, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the original cost of shipping and the cost of return shipping will be deducted from your refund. Conditions apply.


Refunds

Once your return product is received and inspected, we will send you an email to notify you that we have received your returned item. Your refund will be quickly processed, and usually a credit will automatically be applied to your credit card or original method of payment. Some methods of payment take longer than others to process in their systems.

 

Late or missing refunds

If you haven’t received a refund after we have notified you, carefully check your bank account again.

Then contact your credit card company, because their process may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@trailpals.com.


Questions or Concerns?
If you have any questions or concerns about our return or refund policy, call toll free 844.296. 5006 or email us at info@trailpals.com.

 

Trail Pals Horse Trailer Accessory Store

39400 Pioneer Blvd, Suite 11

Sandy, OR 97055

1-844-296-5006 (Toll Free)

info@trailpals.com