Shipping policy

Shipping Policy

• Does Gearlanders offer free shipping?
• Periodically we offer free shipping on certain products, but for items such as bumpers, rooftop tents, bed racks etc, we have to ship via freight-forwarders, which gets expensive quickly. When checking out you will be presented multiple options for shipping, based in your zip, and “free shipping” may appear on some items, but not always.

• Can I expedite my order with express or next day shipping?
• If you require expedited shipping, we recommend you contact one of our customer service crew and ask them to assist. You can reach them via phone (888) 768-5268 or email hello@gearlanders.com. If we can help, we will :) 

• Does Gearlanders ship outside of the United States?
• As of right now, we do not ship outside of the United States. Gearlanders’ main goal is providing top notch customer service. By focusing on shipments only in the United States we are able to uphold that promise. In the event of a shipment outside of the United States, we are willing to ship to a freight forwarder within the lower 48 states. Please contact us directly to arrange such an order. 

•  What mail carriers does Gearlanders use?
• We do not just use one carrier although a majority of the orders are handled by UPS and FedEx. Given certain product sizes and weights, we may use a different carrier such as a freight-forwarder.

• Can we ship to PO Boxes or Military APO/FPO addresses?
• Unfortunately we are unable to ship to PO Boxes or Military APO/FPO addresses, at this time.

•  When can I expect to receive my order?
• In most instances, we process your order the day the order is received. Once the order is processed you can typically expect your order to be delivered within 3-5 business days depending on stock levels and shipment origination. Please keep in mind that many of the products we carry have a lead time and are made per order. This can cause long delays in receiving your product.

•  Why might my items be shipped using truck freight?
• Given the product sizes and shipping requirements for some of our products, some orders might be shipped via common carrier (truck freight). If this is the case, please allow 5-7 business days for ship time transit. All truck freight orders must be signed for and if the order is not signed for the carrier may require that you pick up the order at their loading dock or warehouse. Please provide you telephone number during your order in case the shipping company needs to contact you directly.

•  Why does Gearlanders charge a freight fee to products that ship truck freight?
• Many of the products we carry are large items that are difficult and costly to ship. We instituted a policy to charge a flat fee for all products that ship truck freight in an effort to recoup some of the freight costs which can exceed $300. This freight fee is generally much less than you would experience elsewhere.

•  How do I track my order?
• Once your order has been shipped, you will receive an email from us with a tracking number. This tracking number will enable you to determine where your item currently is and also the expected arrival date.  

• Will I need to sign for my order?
• Typically Gearlanders does not require a signature on most items. The carrier may require a signature at their discretion if they deem the delivery address to be risky or for some other reason. If the item is shipped freight, the item will need to be inspected and signed for upon delivery. 

•  How can I get shipping insurance with my order?
• Shipping insurance is included free of charge to all Gearlanders customers.

•  Can I change my orders shipping designation after I placed my order?
• If you want to expedite the order, please contact us directly. We will do our best to work with the carrier and make that change for an additional charge. Given the fact that our orders typically ship very fast, it may be the case that your order has already been assigned a tracking number. If this is the case, we will not be able to expedite the order. Please note that the carrier may have already assigned the tracking number and you might not have received the email outlining that tracking number. At this stage we cannot change the shipping designation. 

•  I never received my order and shows that it was delivered. What should I do?
• While this is not all that frequent it can happen. Gearlanders knows how unfortunate this might be so please contact us directly so we can help resolve this issue. We will coordinate with the carrier to determine where the shipment may have ended up and also if it was signed for (if requested). If the issue is still not resolved at this stage Gearlanders will file a lost package claim with the carrier. If the lost package claim investigation reveals that the package was actually lost, we will happily reorder your lost items for you. 

• What are the shipping charges for returning an order?
• If the order was damaged or defective there is no charge to return the order to us. If the order needs to be returned for some other reason you will be charged a 5% restocking fee, and will need to request an RMA number by contacting us at hello@gearlanders.com.

• Can you ship to AK or HI?
• At this time we only ship to the lower 48 states. We would be happy to work with you and ship to a freight forwarder within the lower 48 states. We apologize for any inconvenience this may cause.

•  My order got damaged during shipping. What should I do?
• In the unfortunate event your shipment is damaged please notify us immediately. If the order arrived with clear signs of damage and you refused shipment or you discovered you order was damaged after receiving it contact us immediately. We will make arrangements to clear up this issue and get you your product as soon as possible.
• In the meantime, prepare the damaged merchandise for pickup. In most cases, the carrier who shipped the product will come by to collect it for inspection. Please keep a copy of your returned tracking number as proof that the carrier picked up the product. 
• In order to expedite this process, providing photos of the damaged box and/or product will considerably increase the speed of the investigation process. If the carrier has been notified of the damage you may contact us to file a claim within 3 business days of the delivery. If you have noted shipping damage with the carrier, you may contact us to file a claim within 3 business days from the date of delivery. Arrangements to ship a replacement will be made as soon as possible. Items may be returned only if the damage was documented and shipment was refused.
• For items that were shipped freight, it is the customer’s responsibility to confirm that the correct product was received free of damage prior to signing the bill of lading. If the signature was provided without any documented damage, the customer is acknowledging that the product was delivered free of damage. In other words if the signee has signed for the product the product is non-returnable and a damage claim cannot be filed.