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Cancellation & Shipping FAQ

Order Cancellation:

If your order has not shipped with the manufacturer, your order can be canceled free of charge. If your order has shipped, you will be responsible for return shipping charges as well as losing your initial shipping. Your order may incur up to a 15% restocking fee. Refunds will only be issued to the original credit card that you use when placing your order. All returns must be processed within 60 days of delivery. Any return requests made more than 60 days after delivery will not be honored.

Built-to-order and custom items may not be able to be canceled or returned. If we can cancel or return a custom-built item it may be subject to a cancellation fee of up to 25% plus the return shipping costs that are covered by the buyer if it has shipped. If you are ordering anything made to order please be sure you will still need the item by the time it is built. Also, please triple-check all measurements.

Order Confirmation:

As soon as you place your order, you will receive an order confirmation email. This means that we have received your order in our system and pre-authorized your credit card for the purchase.  As soon as we receive your order, we automatically check to confirm that it is in stock and available for immediate shipment.  If your item is on backorder or unavailable, we will reach out to you via the email or phone number you provided at checkout. If your item(s) are available for immediate shipment (within 5 business days), we will process the charges and submit the order for shipment.

Address Changes:

If you need to update your address after your order has been shipped, you will be responsible for any re-consignment fees charged by the freight carrier before delivery. We will collect additional payment from you once approved to have this changed. If not, this will be delivered to the original address on file. Please confirm your shipping address before the order is placed to avoid these fees.


For some small items and orders, we may have the ability to ship via standard ground services such as FedEx or UPS. The tracking email should help you estimate the time of delivery. Many boxes and larger items are shipped via freight.

Common reasons your delivery date can get extended:

  • The carrier doesn't have a good contact number to set scheduled delivery. 
  • The carrier reaches out for delivery and you do not answer.
  • There is no voicemail available if the call is missed.
  • Weather delays and traffic (trucks are not allowed to run during certain weather conditions).
  • Carrier hubs can be short drivers.
  • Human errors from time to time.
  • Most freight deliveries take place without any incidents or issues!

Receiving Freight Shipment Deliveries:

  • Pickup of Item: Your shipment is picked up by the carrier from the warehouse. You will be emailed a shipping confirmation with the carrier (trucking company), pro number (this is your tracking number), and online tracking link.
  • In-Transit: Your shipment is now in transit and will take 3 to 7 business days to arrive at your local shipping hub. Weather and location can affect delivery times. Feel free to call the carrier at your convenience for the most accurate delivery date and time. If you have problems finding it contact us at Elite Truck: 855-919-2087.
  • Schedule: Once your shipment is at the hub, if needed, a dispatcher will try to call to schedule a delivery date and a delivery window. It's normal for the window to be about 4 hours. Some customers decide to call ahead and schedule a delivery time or pick up their order from the hub if available (Please email Elite Truck for pick-up authorization at if needed).
  • RESIDENTIAL DELIVERY: Ask if a liftgate is needed. Let the carrier know if there are location issues with finding you that may be difficult.  
  • Day of Delivery: The driver will usually call you when they are on the way and let you know they are coming. Having the best contact phone number is important for the best delivery experience.
  • Off the Truck: The driver will put your shipment on a jack and take it off the truck using a lift gate if needed. Once on the ground, they will move it to your curbside if not already. Unless you have indoor delivery, the driver will not take your shipment inside. It may be helpful to have someone with you there to help you unload, depending on the size and weight of your delivery.

  Accepting Freight Delivery:

  • The driver will give you a document called the Bill of Lading, or BOL for short. This is the delivery receipt that you will sign to acknowledge delivery. 
  • Count and compare the number of items listed on the BOL to confirm the shipment is complete.
  • Any assistance you give the driver, whether the driver requests it, or you offer it, is solely at your own risk. We are not responsible for ANY injury you or anyone else receives from any part of the delivery process.
  • Inspect for Damage: After the shipment is placed, it's your responsibility to inspect if the shipment has any damage. Please open the packaging to inspect the item(s) thoroughly. If your shipment happens to be damaged, see below.

Inspect and Document the Damage & Issues: 

Your satisfaction is our priority, and in the rare event of any issues, we're here to assist you. To ensure that any potential shipping claims are efficiently resolved, please take a moment to carefully follow the instructions provided below. Your cooperation is greatly appreciated:

  • If your order is damaged (minor or major), it should be noted by writing the word "DAMAGED" on both the driver’s copy and your copy of the BOL, along with a description of the damage.
  • If items are missing from your order write them down as "ORDER INCOMPLETE".
  • If you see significant damage to the shipment, for example, a steel part is noticeably bent, or there is obvious damage that is not a repairable part and will affect the product’s function, you have the right to refuse the shipment. 
  • Photographs of the damaged product and packaging are required to help ensure the successful processing of your damage claim.
  • All information regarding shipping damage should be sent immediately to us at so that we can assist.

As a buyer, you have every right to a full inspection of the freight while the driver waits. Please take 5-10 minutes to fully inspect the shipment with the driver present—do not let the driver leave until you have proper documentation. You are allowed a few minutes of free inspection time—do not let a freight driver tell you otherwise or force you to sign the receipt without inspecting the shipment.

When signing for a shipment and indicating it is in 'good' condition, you are effectively releasing the freight carrier from all liability and accepting the shipment in its current state. It's crucial that any loss or damage is properly noted on the delivery receipt. Failure to do so may result in Elite Truck's inability to file a claim or offer assistance with repair or replacement. Please be aware that this policy applies without exceptions.

To File For A Return, Exchange, or Credit Click Here

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