Refund policy
Many products sold by TrueStead Supply are manufacturer-direct, special-order, oversized, or freight-class items, while others ship via standard parcel carriers. Returns and cancellations are subject to the terms below.
1. 30-Day Return Eligibility
Returns may be requested within 30 days of confirmed delivery for new, unused items in original condition and packaging.
All returns require prior authorization from TrueStead Supply. Unauthorized returns may be refused.
Returned items must include:
- Original packaging
- Manuals and accessories
- No signs of installation, wear, or use
Products showing signs of installation, modification, damage, or missing components may not qualify for refund approval.
2. Return Shipping Costs
Unless the item arrived defective, damaged, or incorrect, customers are responsible for:
- Original outbound shipping costs
- Return shipping or freight costs
- Applicable manufacturer restocking fees
Return shipping costs vary depending on product size and shipping method. Freight returns for oversized products can range from several hundred to several thousand dollars.
3. Cancellations
- Within 24 hours: Full refund
- After 24 hours but before shipment: Subject to non-recoverable payment processing fees and supplier fees
- After shipment: Treated as a return under this policy
If a manufacturer or supplier has already prepared, crated, staged, customized, or released the shipment, restocking fees, handling fees, or cancellation penalties may apply.
4. Custom & Made-to-Order Products
Custom, made-to-order, special-order, or configured products are non-cancellable and non-returnable once production or processing has begun.
5. Non-Returnable Items
- Installed or used products
- Custom or special-order products
- Products missing original packaging
- Consumables or opened filtration media
- Gift cards or promotional items
6. Warranty Claims
Most products sold by TrueStead Supply are covered by the original manufacturer's warranty, if applicable.
Warranty coverage, limitations, labor reimbursement, and remedies are governed solely by the manufacturer's warranty terms.
TrueStead Supply does not independently warrant products unless explicitly stated in writing.
7. Refund Processing
Approved refunds are typically processed within 5–10 business days after inspection and approval of the returned item.
Banks and payment processors may require additional processing time.
8. Freight Damage & Delivery Issues
Customers are responsible for inspecting freight shipments at delivery and documenting any visible damage before signing delivery paperwork.
Failure to properly inspect and report freight damage within required timeframes may result in denied claims.
9. Chargebacks & Disputes
Customers agree to contact TrueStead Supply first to allow reasonable opportunity to resolve any shipping, freight, damage, warranty, or order-related issue before initiating a chargeback or payment dispute.
Contact Information
Email: info@truesteadsupply.com
Phone: +1-888-321-6765
Address: TrueStead Supply LLC
30 N Gould St,
Ste N
Sheridan, WY, 82801, United States