FAQ
What is the typical order lead time?
Orders normally ship within 48 hours during working days. We do not ship on weekends and holidays. Delivery time is an estimate and depends on the carrier; delays may occur.
How is shipping cost calculated?
Standard shipping cost is based on delivery to a freight terminal or a commercial business address with self-unloading capability. Additional services like Lift Gate Service, Residential Delivery Service, or Phone Call Service are not included in the standard shipping cost; please specify these at the time of ordering. Additional shipping charges may apply to remote or difficult-to-reach addresses, including Alaska, Hawaii, and Puerto Rico. Contact our sales team for shipments to Canada and Mexico.
Can I change or cancel my order?
Order changes and modifications may incur extra fees; please contact us in advance. We do not accept modifications after the order has shipped. You can cancel an order before it has shipped. After shipment, extra charges may occur for recalling the shipment.
What is your return policy?
We accept returns within 30 days of receipt, excluding custom orders which are non-refundable. For returns due to reasons other than quality issues, the product must be in new and unopened condition. The customer is responsible for both-way shipping costs and a 15% restocking fee. Opened and used products are not eligible for return. All returned products must include original packaging, accessories, and documentation.
Do I have to pay for return shipping?
Yes, if the return is due to personal reasons (e.g., you changed your mind). You are responsible for both-way shipping costs and a 15% restocking fee. If you received the wrong product or a defective product, please contact our customer service team, and we will arrange for a free return or exchange.
What if my product is defective?
Contact sales@strekoffroad.com immediately if the product isn't working properly upon arrival. Reasonable troubleshooting steps will be required to determine if the product is defective. If Strek Offroad determines the product is defective and cannot be repaired, you can choose a free replacement or a full refund within 30 days of receipt. Refer to our warranty policy for more details.
What is the return procedure?
- Contact sales@strekoffroad.com with the reason and necessary pictures or videos.
- Our service team will offer a solution based on our policy.
- If a return is required, our customer service team will provide the return information.
- Pack the approved return products properly and return to us within 5 business days.
- Our customer service team will inspect the product and proceed with the replacement/refund.