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Product Categories

Exchange & Return Policy

If you have general questions or need help with your Product, please call us at 757-487-2934 or email us at cs@ptrailerusa.com. If you are in need of a return or exchange, please follow the steps below.


Shipping Information
 

All orders ship the same day if placed before 2:00pm (EST) M-F. We ship all items straight from our closest regional distribution warehouse to your delivery address. This allows us an average delivery time of 2 business days from the date your order is processed. Most orders are received within 1-3 business days. Orders placed after 2:00pm (EST) will be shipped the following business day.

We cannot ship to PO Boxes, APO or FPO addresses. Free shipping does not apply to any orders shipping outside of the continental United States.


Missing or Damaged Parts
 

If you receive your product with any damaged or missing parts, You will have up to 5 business days from the time you receive the order to report the problem to Portsmouth Trailer Supply, Inc. by calling 757-487-2934 or emailing cs@ptrailerusa.com. We will only ship out one shipment to you for missing or damaged parts, so be sure to note all missing or damaged parts before contacting Portsmouth Trailer Supply, Inc.


Returns
 

In the event that a return is the result of an error made by our company, we will issue a full credit and return label for pickup of the parts to be returned to our warehouse. Please keep in mind that since we reserve the right to make manufacturer changes without notice, unless specifically requested by you in the notes of your order, this does not fall under an error made by our company. Within 60 days of receipt of your shipment, you may request to return any of the following items for a refund, (No returns will be accepted after 60 days):

  • Any unopened items.
  • Any item received with missing parts.
  • Any item that is defective or damaged.
  • Any item in new condition with original packaging and accessories.

Freight must be prepaid to return destination; we will not accept COD shipments.


Return Procedure
 

In order to return any product, you must first call us at 757-487-2934 or email us at cs@ptrailerusa.com. Your order number is required for any return, so please keep your paperwork until you are sure you are satisfied with the product(s). The order number will be located on your order confirmation that was emailed to the address on file when the order was placed.

Once you have your order number, place it clearly on two sides of the outside of your box that you are returning to us (the order number is used to reconcile the package that you are sending to us with your claim). Please indicate the reason for your return of the product inside the box with the part to be returned. Include the packing slip and wrap the package securely.

If you do not have your packing slip, please indicate the order number and the e-mail address and name of person who placed the order (will notify you of the refund via email, so please be sure to provide us with a valid email address), along with the reason for your return on a separate piece of paper, and send the package to:

Portsmouth Trailer Supply, Inc
3227 South Military Highway
Chesapeake, Virginia 23323

Refused items or items returned without prior notice will be subject to a 20% restocking fee.

We do not cover miscellaneous expenses including labor costs for removal and installation of a defective part, materials, lost time or wages.


Refunds and Restocking Fees
 

A 15% re-stocking fee will be applied to any return that is not an error of our company or website. We will refund to the original purchaser only, less a 15% restocking fee, for all unused items if returned with the original box, packaging, all manuals and accessories within 14 days of receipt.

If free shipping was received when placing the order, the original shipping fee with be charged. Proof of purchase is required for all refunds or exchanges and merchandise must be in new condition, including the original box, packaging, all manuals and accessories. The value of missing items and/or damaged items will be deducted from the credit amount of the return.

It is the original purchaser's responsibility to ensure that returns are adequately packaged, insured, and tracked. All shipping costs are the responsibility of you the customer. We will notify you via e-mail of your refund once we have received and processed the returned item.

You can expect a refund within 14 business days of our receipt of the product in question. Refunds will be in the same form the original payment was made.

If you have any questions please call Portsmouth Trailer Supply, Inc. at 757-487-2934. We appreciate your business. Thank you for your loyal support.