Shipping policy

Shipping Policy Effective Date: May 2026

1. Shipping Costs & Dispatch Our priority is getting your gear to you as efficiently as possible.

• Shipping Rates: All shipping costs are calculated live at checkout based on the weight, dimensions, and destination of your order via UPS or FedEx.

• Dispatch Time: Orders for in-stock items are typically dispatched within one business day.

• Delivery Timeframe (Estimate): Once dispatched, most domestic orders arrive within approximately 5 business days. Please note that delivery times may vary based on your specific location, carrier capacity, weather conditions, and peak seasonal periods.

2. Delivery Addresses (PO Boxes & Restrictions)

• Items Over 45 lbs (20kg): Due to weight and size restrictions, winches and heavy recovery gear cannot be delivered to PO Boxes. A physical street address is required for these items to ensure successful delivery via UPS or FedEx.

• Delivery Signatures: To prevent frustrating redelivery delays for our customers, we generally do not require a signature upon delivery. We strongly recommend monitoring your tracking number so you can secure your heavy items as soon as they are dropped off.

• Address Accuracy: Please ensure your shipping address is accurate. We are not responsible for delays or lost shipments due to incorrect address entry.

3. Tracking & Delivery Issues Once your order leaves our facility, it is managed by the freight carrier (UPS or FedEx).

• Tracking Your Order: You will receive a shipping confirmation email containing a tracking number. Use this to monitor your package's progress.

• Delays or Issues: For the fastest resolution regarding delivery delays, please contact the carrier directly. They have the most immediate access to the location and status of your package.

• Unresolved Issues: If you are unable to resolve a delivery issue with the carrier, and you purchased Carbon Offroad Shipping Protection at checkout, please contact us immediately at shipping@carbonoffroadusa.com. If you declined protection, you must initiate a trace or claim directly with the carrier.

4. Residential Deliveries & Delivery Authorization

• Business Addresses: We recommend shipping to a commercial business address (9:00 am - 5:00 pm) whenever possible to ensure a secure and timely hand-off.

• Driver Release/ATL: For residential deliveries, if you are not home, the carrier will typically leave the package in a safe location at the driver’s discretion (no signature required).

• Redelivery Fees: If the carrier is unable to complete a delivery and requires a scheduled redelivery, any associated fees charged by the carrier must be settled before the item is redelivered.

5. Bulky Items & Shipping Quotes

• Automated Accuracy: While our shipping calculator is highly accurate, extremely bulky orders or those shipping to exceptionally remote US territories may occasionally require a manual review.

• Re-Quote Policy: We reserve the right to re-quote shipping charges prior to dispatch if the actual carrier cost significantly exceeds the calculated amount. In this event, you will have the option to pay the difference or cancel the order for a full refund.

6. Carbon Offroad SHIPPING PROTECTION & CLAIMS To ensure the safest delivery of your gear, we offer Carbon Offroad Shipping Protection at checkout. This premium safeguards your order against being lost, stolen, or damaged during transit.

• If you purchase Carbon Offroad Protection: You bypass the lengthy carrier claim process. Reach out to us directly, and we will issue an expedited replacement or refund subject to the following procedures:

• Damage Claims: Must be reported to us within 48 hours of delivery. Please include clear photos/video of the damaged product and the exterior packaging.

• Lost or Stolen (Porch Piracy) Claims: If your tracking shows "Delivered" but you have not received your package, we enforce a 5-day "cooling-off" period from the delivery scan date, as carriers frequently scan heavy items prematurely. If the item has still not arrived after 5 days, we require a copy of a formal local police report, including the report number, before a replacement will be approved and dispatched.

• If you decline Carbon Offroad Shipping Protection: You accept full responsibility for the package once it leaves our facility. Carbon Offroad will not replace or refund orders that are lost, stolen, or damaged if this protection is explicitly removed from your cart. You will need to file a claim directly with FedEx or UPS.

Contact us at shipping@carbonoffroadusa.com

Carbon Offroad Shipping Protection Policy Effective Date: April 2026

To ensure the safest and fastest delivery of your gear, Carbon Offroad offers Shipping Protection at checkout. By opting into this protection, you safeguard your order against being lost, stolen, or damaged during transit.

Instead of waiting weeks for a carrier investigation (like UPS or FedEx), our in-house protection allows us to fast-track a replacement or refund directly to you.

1. What is Covered

If you purchased Carbon Offroad Shipping Protection at checkout, your order is protected against the following:

• Damage in Transit: Physical damage to the product caused by the carrier during shipment (e.g., the shipping box is crushed, resulting in a damaged winch component).

• Loss in Transit: The package is lost by the carrier, and tracking has stalled or stopped updating entirely.

• Theft (Porch Piracy): The tracking is marked as "Delivered" by the carrier, but the package was stolen from your property.

2. What is NOT Covered

Carbon Offroad Shipping Protection strictly covers transit-related issues. It does not cover the following:

• Manufacturing Defects: If your package arrives in perfect condition but the item fails to operate correctly (e.g., dead on arrival), this is considered a manufacturing defect and is strictly covered under our standard Warranty Policy.

• Incorrect Addresses: We are not liable for packages lost or misdelivered due to an incorrect or incomplete shipping address entered by the customer at checkout.

• Carrier Delays: Shipping protection does not guarantee delivery speeds. Delays caused by weather, peak holiday seasons, or carrier logistics are not covered.

• Customs/Duties Delays or Seizures: Any delays or issues arising from international customs processing are not covered.

• Change of Mind / Refused Delivery: If you refuse the package at the door, you are not eligible for a fast-tracked protection refund. The item will be processed through our standard Return Policy, and restocking fees will apply.

• Unprotected Orders: If you explicitly removed/opted out of Shipping Protection at checkout, Carbon Offroad is not liable for lost, stolen, or damaged packages. You will need to file a claim directly with the freight carrier.

3. How to File a Claim

To ensure we can resolve your issue quickly, please review the specific requirements for your claim type below. To file a claim, email us at shipping@carbonoffroadusa.com with your Order Number and the required evidence.

• For Damaged Packages:

• Timeframe: Must be reported within 48 hours of the delivery scan.

• Required Evidence: You must provide clear photos or video of the damaged product AND the exterior packaging (showing the shipping label). Please hold onto the damaged packaging until the claim is resolved.

• For Lost in Transit Packages:

• Timeframe: Must be reported within 30 days of the last tracking update.

• Required Evidence: We will verify that the tracking link has stalled and shows no movement for at least 7 consecutive business days before declaring it lost.

• For Stolen Packages (Marked Delivered):

• Timeframe: You must enforce a 5-day "cooling-off" period from the exact date the tracking is marked "Delivered." Carriers frequently scan heavy items prematurely.

• Required Evidence: If 5 days have passed and the package has still not arrived, you must provide a copy of a local police report reporting the theft, including the report number. We cannot dispatch a replacement for a stolen heavy/high-ticket item without this documentation.

4. Resolution & Refunds

• Replacements vs. Refunds: Carbon Offroad reserve the right to determine the best resolution for an approved claim (either an expedited replacement of the exact items or a refund for the cost of the goods).

• Premium Refunds: The cost of the Shipping Protection premium is non-refundable once your order has been dispatched from our facility, as the service has already been rendered.