Shipment times: All orders placed prior to 2pm EST Monday through Friday, excluding holidays, will be processed the same day that payment has cleared. If orders are placed after 2pm EST, during weekends or major holidays, they will be processed on the following business day. Purchases are processed in the order in which they are received, and are subject to product availability. eCustomhitch ships from multiple warehouses across the country, and multiple-item orders may not arrive at the same time.

Expedited shipping: Some products are available for expedited shipping at an additional charge. Please call Customer Service at 1-800-828-9876 if you need to rush a product. We can verify the closest shipping point to your destination and determine the fasted shipping method available and cost.

You will receive a shipping confirmation email informing you of the carrier and tracking number for your order. Your order is not fully completed until you receive this email, which usually arrives by the third business day after placing your order. Tracking numbers are uploaded into our system automatically and are forwarded to our customers as soon as we receive them. You can log into your account and track your order online 24 hours a day. eCustomhitch ships using a variety of methods, including UPS, FedEx, USPS and common carriers. We reserve the right to ship using the carrier of our choice to better meet the needs of our customers.

In the rare occurrence that a product is out of stock, we will notify you via telephone or email to advise you of the expected delay, and to provide you with your options. You can choose to wait for the item, select an alternative, or cancel your order. Out of stock items will be shipped as soon as they become available. If an item is on manufacturing hold and is unavailable for more than 30 days, the order will be cancelled, and you will be contacted by email. Order delivery times may be delayed due to circumstances such as credit authorization, backorders, or insufficient/inaccurate information provided during the order process. You will be contacted via phone or email should such a condition arise. Some items may require that the shipping address match the billing address on the credit card that you are using to place the order. This helps protect you from fraud because the address you enter is verified. eCustomhitch reserves the right to hold any order for a security review. If your order is affected, you will be notified within two business days.

Oversized items: some items do not qualify for free freight because of their dimensions or weight. Such items will be clearly marked. If an item has any component with a shipping weight over 150 lbs., it will need to be sent via common carrier. It is the customer's responsibility to assist the driver to unload such items. The customer will incur surcharges on UPS and FedEx residential deliveries of oversized items. If a business delivery address is not available to you, we recommend having the shipment sent to your nearest Packing/Mailing store which will usually avoid additional shipping surcharges.

Orders cannot be shipped to a PO Box, military APO/FPO or international address.

Shipping outside the 48 states: Our prices and discounted delivery offers apply to the contiguous 48 states only. We can offer shipping to AK, HI, PR and Canada for an additional fee. Canadian residents may be charged additional taxes if applicable. Customs and tariffs are the responsibility of the customer. While many destinations are considered US Territories, shippers consider them to be international, and higher rates still apply.

Payment

We accept the following forms of payment:

  • PayPal (Preferred)
  • Visa
  • MasterCard
  • Discover
  • American Express

Sales Tax

For shipments to Florida addresses, we are required by State law to collect 6.0% Sales Tax.

If you need to return an item due to a shipping error, listing error or any other error at the fault of eCustomHitch, please notify us immediately and a pre-paid UPS return label will be sent to you. Once the item is received by us, a full credit will be issued.

For damaged items due to shipping, we will file a claim with the shipping carrier and replace the part for you at no charge.

For shipping errors or damaged items, you have 7 business days from the date you received the item(s) to contact us to notify us of the error.

If, for any reason, you are not 100% satisfied with your purchase, you may request to return the item within 30 days from the date your order was received for an exchange or refund. You may request to return any of the following items for a refund:

-Any item that has been unopened.

-Any item received with missing parts or components

-Any item that is defective or damaged

A Return Goods Authorization (RGA) is required for any return. To request a RGA number you may call customer service at 1-800-828-9876 Monday–Friday 8:00am EST to 5:00pm EST. Please have your order number, email address, ebay id, and reason for the return when calling us for the RGA.

A 20% re-stocking fee will be applied to any return that is not an error of our company. We will refund to the original purchaser, less a 20% restocking fee, for all unused items if returned with the original box, packaging, all manuals and accessories within 30 days of receipt. Shipping costs are the responsibility of the customer if the reason for the return is not the fault of eCustomHitch. 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 7 business days of our receipt of the product in question. Refunds will be in the same form previously accepted for payment.

eCustomHitch is always available to answer any questions or concerns you have about any of our products. Our retail store hours are Monday-Friday 7:30am EST to 5:00pm EST and Saturday 8:00am EST to 12:00pm EST. If you can not reach us at 1-800-828-9876 during these times, please feel free to contact us through Ask A Seller A Question and we will respond at our earliest convenience.

We started our business back in 1987 and have kept growing ever since. Our outstanding reputation for excellence and value has served us well and we now have 3 retail stores with installation facilities at each location.

Our staff are hitch and trailer experts whose dedication to quality and service give our customers the best in the business. We naturally progressed into internet sales and now provide customers from all over the world with our products. We keep a huge inventory and our shipping department is committed to getting your items to you in a timely manner.