Agile Off Road Terms of Service

Canceled Orders

Once an order is placed, you have a small window to cancel it before it processes to the warehouse. Once the order processes and is accepted by the warehouse, you may still request cancellation, however, please know that cancellation at that stage is not guaranteed. If you cancel your order AFTER it has been shipped, the cancellation will be treated as a Return and is subject to the guidelines outlined in the Return Policy below.

Please Keep In Mind

• Only orders not yet processed for shipment (including backorder items) may be canceled.
• We will credit canceled orders in the form of payment used
• We will not credit or reissue coupons used on a canceled order
• This cancellation policy does not apply to Special Order items. Special Order items are not eligible for cancellation. Refunds on cancellations are evaluated on a case-by-case basis and if granted will incur a restocking fee.

Returns

If you need to return a product, please contact us within 90 days of purchase. All returns are subject to a 10% restocking fee when returned after 30 days of purchase. Any item(s) with a purchase date greater than 90 days will not be accepted. Agile Off Road reserves the right to refuse any item(s) returned without prior authorization. Returned Merchandise Authorization (RMA) numbers can be obtained by starting a return below. Returns are usually processed within 4 business days of receipt at our dock. Some products can’t be returned – see the list of non-returnable products below.

Installed, altered, modified, assembled, used products, electrical items, and/or special ordered items are NOT eligible for return. All returned items must be complete and in the original packaging in resellable condition. If any component(s) of a returned item is missing, the return will be refused and returned to the customer at their expense. If you received an item(s) that is damaged or defective, please proceed with your RMA request. Agile Off Road reserves the right to refuse any item(s) that have been returned under false pretense. The items will be returned to the customer at their expense.

We will gladly special order your item should we not have it as a regularly stocked product, subject to the following policies.

Special order items will be charged in full at the time of order.  We do not accept special order returns on any special order products. All special order items will be processed in the most efficient and timely manner possible. Agile Off Road is not responsible for any and will not be held responsible for delays beyond our control. No cancellations, refunds, exchanges, or credits will be honored for any special order or custom-built items. It is the customer’s responsibility, at the time of ordering a special order item, to obtain an estimated time of arrival. The approximate time of arrival is just that – APPROXIMATE. Agile Off Road will not be held responsible for specific ship-to or receiving dates of your special order. Refusal of a special order shipment does not constitute the right to a refund of any kind whatsoever.

Shipping

You will be responsible for paying the costs of shipping your item back to us. The costs of shipping are non-refundable and non-negotiable. If you are issued a refund, the cost of shipping will be deducted from it.

If you have any further questions regarding our return & refund policies, please don’t hesitate to contact us.

Refunds

Once we have received your item, we will let you know that we’ve received it and that we are in the process of evaluating if it’s in the same condition as when it was delivered to you. We will let you know the status of your refund as soon as we have finished inspecting your item.

If we approve your refund, we will refund it to the original method of payment. Depending on your card issuer’s policies, you will receive the refund in a number of days.

Unauthorized Returns

If you return a product without a Return Merchandise Authorization (RMA) number, it will take up to 4 weeks to be processed and we will charge you a 10% restocking fee. If item(s) are not returnable, they will be returned to sender.

Shipping Policy

SHIPPING PROCESS

After your order is placed, it is processed and packed by our main office staff who work during our normal business hours. Due to the current volume of orders & inquiries, orders may take up to 72 hours to process & ship. Once your order is invoiced and shipped, you will receive confirmation emails with links to track your order.

GUARANTEED DELIVERY TERMS

Agile Off Road does not guarantee delivery times and cannot refund shipping charges/fees when late delivery results from events beyond our control. These reasons include delays from the unavailability of the recipient, acts of God, acts of public authority, riots, strikes, labor disputes, civil commotions, disruptions in air or ground transportation networks due to weather phenomena or natural disasters, or in the event that an ordered product is out of stock or has limited availability.

SHIPPING CARRIERS OFFERED

UPS offers a wide variety of shipping options for our customers and this includes expedited shipping as well. If you would like to read more about UPS’s terms and conditions, you can visit the following link – UPS TERMS AND CONDITIONS.

• UPS Ground: UPS’s ground shipping is an upgraded shipping option that can get orders to customers within 1-5 days depending on your location when shipped from our location. You can view their ground shipping map in the following link – UPS GROUND SHIPPING MAP
• UPS 2nd Day Air: UPS’s 2nd Day Air shipping method will get your order to you in two shipping days by the end of the day (Weekend delivery is not available in all locations).
• UPS Next Day Air: UPS’s Next Day Air shipping method will get your order to you the next shipping day by the end of the day (Weekend delivery is not available in all locations).

FedEx offers a wide variety of shipping options for our customers and this includes expedited shipping as well. To read more about their terms and conditions please view the following link – FEDEX TERMS AND CONDITIONS.

• FedEx Ground: The FedEx ground shipping option can economically get orders to customers in 1-5 business days in most cases. Please be sure to view the FedEx Ground Map to determine the estimated delivery time based on your delivery address.

USPS offers an economical shipping solution for many of our small dimension product orders. USPS has the added benefits of delivery Monday through Saturday in most locations (excluding Federal holidays). To read more about their terms and conditions please view the following link – USPS TERMS AND CONDITIONS.

• USPS First Class Mail: This shipping method is available for items that can be packed into small & medium USPS flat-rate boxes.
• DHL: All international shipments are quoted and handled by DHL.

TRUCK FREIGHT SHIPPING TERMS

For larger orders that cannot ship via ground shipping options, they will have to ship truck freight. Truck freight items are determined by the size and weight of the product/order. These can include but are not limited to bumpers, roof racks, suspension parts, wheels & tires, and fuel tanks. Products requiring Truck freight shipping are highlighted on the product page. In order to serve you better, we offer the option to deliver your Truck Freight order to either a business or a residential address.

After your purchase, the LTL (Less Than Truckload Freight Shipping) carrier will call the phone number you have provided to schedule an appointment. All truck freight orders need to be checked by the receiver before being signed for. Any possible damage to the package or content must be notated on the receiving ticket as “damaged, pending inspection”. Once the paperwork is signed and no damage is identified, the receiver is responsible for all damages to the product and Agile Off Road will not be held liable.

Authorizing the shipper to deliver without a signature or leaving a note for the delivery driver allowing them to deliver without signature and/or inspection will waive all liability for damage from the shipper as well as Agile Off Road. You will not be able to file a damage claim in these cases. Leaving a note or message is the same as signing for and accepting a damaged package.

If there are delays in delivery as a result of your inability to accept the package or missing scheduled delivery times, any storage fees are the responsibility of the recipient. Any refused freight package that is refused for any reason other than damaged will have the return shipping fees, storage fees, and restocking fees deducted from the refund.

DROP-SHIPPING TERMS

In some instances, products will ship directly from the manufacturer. Products being drop-shipped directly from the manufacturer are highlighted on the product page. Your delivery date depends on the current stock & processing time at the manufacturer. Once your order is processed and shipped, you will receive confirmation emails with links to track your order from the manufacturer.

CANADIAN SHIPPING TERMS

Agile Off Road is proud to offer shipping to our neighbors up North in the most convenient ways available. If you need Sprinter parts in Canada, we are your one-stop-shop!

Canadian customers can simply add items to their cart and checkout like usual. Canadian provincial taxes and duties are not included in the shipping or tax fields on your sales order. When you place your order online the amount shown will be the amount you are charged. The buyer is responsible for any additional duties, taxes & brokerage fees upon receipt. Please note that all pricing shown is in USD currency.

Click here for all International Shipping Terms and Conditions

MISSING/DAMAGED/RECEIVED WRONG ITEMS

Please report any missing/damaged/incorrect items by contacting us within 7 days (1 week) of your delivery date. In the case a replacement product was sent, Agile Off Road will send you an RMA call tag to return the product back to us. If the original item is not returned within 30 days the customer will be responsible for the cost of the replacement item that was sent.

Please keep all packaging materials for damaged shipments. The shipping company will inspect the packaging materials for processing of the damage claim. The shipping company may contact the receiver to set up a convenient time to pick up and inspect the item.

If your order has not arrived according to the tracking information, please contact Agile Off Road within 7 days (1 week) of the scheduled delivery date. We will contact the shipping company and take the necessary steps to locate your order.