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. 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 Trailers 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.

NOTE: Due to COVID-19 there are many possible fluctuations in our order processing and fulfillment. Internal staffing, vendor issues, and shipping carrier issues both to Pacific Trailers as well as from us to your door. We appreciate your patience and understanding during these unique times as we are all doing our best.

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.

Insurance on Your Shipment

Pacific Trailers is proud to partner with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout.

* Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the package was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

Do not file a chargeback for lost merchandise, simply file a claim below and you can choose to have your order refunded or replaced.

You can file a claim with Route by going to: https://claims.route.com

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.

What About International Shipping?

Does Pacific Trailers ship outside of the United States? Yes! We love shipping parts to our boating friends around the world!

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 the 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 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. The tracking number lets you view your shipment's progress.

USPS (United States Postal Service)

  • 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 always 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 $10-15) to return the package to us. We will have to, in turn, charge that fee to you, 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.

Please note that undeliverable packages rarely occur and we will 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 7:30a-4p Monday-Friday and 8a-12p Saturday Pacific Time.

If immediate attention is required, please contact us and someone will respond in a timely manner.