Customer Service

Pacific Trailers ships FAST!

We ship from our warehouse in Chino, CA.

We primarily use two popular, fast, and reliable shipping carriers:
United Parcel Service (UPS), or the United States Postal Service (USPS)

We will make every effort to ship orders as soon as they are received. Most orders received before 4pm PST will be shipped within one business day. Any product that is out of stock will be shipped to you as it becomes available for shipment. You will be notified by telephone or e-mail of the estimated ship date. There is no need to reorder.

Because of forces outside of our control, Pacific cannot guarantee delivery by a specific date. If an order is time-sensitive, (you need it by a certain date), please contact us directly to get an estimate of delivery date.

Shipping carriers may require a signature. If no one is available to receive the package, the carrier may leave a note. They will likely attempt re-delivery on the next business day or allow for pickup at their facility.

Pacific Trailers reserves the right to use a shipping service other than the one you selected for your purchase. While we generally will use the service you selected, in some cases, we may use a comparable service. For example, if you choose First-Class Mail by the USPS, we may use Ground by UPS.

Shipping Days are Monday thru Friday

Orders placed on Saturdays, Sundays, or holidays will be shipped the following business day. If you change your mind after placing an order, you can cancel the order if you notify us before we have shipped it.

 

How about international shipping?

Does Pacific Trailers ship outside of the United States? Yes! We love Canadians, Australians, Italians, and, of course, the British.

We are happy to ship worldwide. As you are probably aware, air shipping can be expensive, and there may be unforeseen delays in Customs. Import duties and taxes may be imposed, but unfortunately we have no idea how much they will cost. We cannot give you an accurate delivery date, due to many variables such as Customs, etc. Please allow up to two (2) weeks for delivery time.

You can easily calculate exact shipping costs and options:

  1. Add products to your shopping cart
  2. While viewing your shopping cart, choose your country and enter your postal code

ITEMS SHIPPING TO CANADA
Orders shipping to Canada are subject to Duties, Taxes and/or Brokerage Fees.
Pacific Trailers is not responsible for any fees associated with orders shipped to Canada.
Any brokerage fees, duties and/or taxes are the responsibility of the receiving party.



UPS (United Parcel Service)

  • Usually requires a signature - depends on driver and situation. The driver is responsible for lost packages if they leave something at your door, and you never receive it. If you live out in a remote setting, the driver will probably simply leave the package for you. If you live in a more urban setting or crowded city, the driver is likely going to require a signature. You can always contact UPS and put a signature on file.
  • Tracking number lets you view your packages' progress. Expensive and slow to distant, far away places. Even more expensive, yet speedy, and reliable for next day air services.

USPS (United States Postal Service)

  • Same people who deliver your mail everyday - for example all your bills and your birthday card from Uncle Buck.
  • Fast and inexpensive. Perfect for small and lightweight packages. First-Class mail usually delivered in under seven (7) business days. Priority Mail usually delivered in 2 to 3 business days.

Damaged Orders or Missing Merchandise Policy

You have up to 3 business days after the package has been delivered to notify us of any damage to the product(s) or if there are any products missing from the order.

If you suspect that an item has been damaged during shipment or an item is missing from your order, please notify us immediately (within 3 business days after delivery) to report the damage so that we can notify the shipping carrier and file a claim. You should keep all packaging material and the box in case the carrier wants to inspect the condition of the package.

My Order Tracking Number Says "Billing Information Received"

My order tracking number says "billing information received" what does this mean? Your order has been shipped from our Chino, California facility. Generally if the tracking number states "Billing Information Received", the UPS barcode on the shipping label has been torn, wrinkled or scratched, preventing UPS from being able to scan the item. When this happens, we are unable to view the progress of the package. This does not affect the delivery time and you should expect to receive your package as normal.

Refused Order Charge

A product refund minus any shipping fees will be incurred if a package is undeliverable or refused.

If we send a package through our shipping carrier (usually UPS), and they are unable to deliver the package to you after multiple attempts, then UPS will charge us a fee (usually the cost of a typical ground shipment charge, from $5-10) to return the package to us. We will have to in turn charge that fee to the customer. This is also true if a package arrives at your door and is refused. We treat both of these instances as a "product return" and your money will be refunded for the purchase price of the order minus any incoming and outgoing shipping charges incurred to ship your package and receive a refused or undeliverable package by UPS.

Please note that undeliverable packages rarely occur and we will always make attempts to contact you first before initiating a return or charging any fee. We encourage customers to always double-check their shipping address and be aware of any tracking information we send via email. All customers will be sent an email with a tracking number shortly after their product leaves our warehouse.

Lost Orders

Pacifictrailers.com will provide tracking information by email to our customers for every order placed through our website. It is the responsibility of the customer to be aware of the tracking information and be on the lookout for their order to arrive.

Customers who do not receive their order in a timely manner must let us know at least 10-14 days after shipment so that we can investigate the matter. We cannot be held responsible for lost orders if we are not notified in at least 14 days from the time the order leaves our warehouse.

Refunds, Exchanges & Returns

Please see our policy on refunds and returns on our Returns & Exchanges policy page.

Contact Us

You can contact us at (888) 479-6920 during normal business hours M-F, 8a-4p PST.
If immediate attention is required, please email [email protected] and someone will respond in a timely manner.