GOTRAX RETURN POLICY
We want you to love your purchase! If you are not completely satisfied, let us know and we will work with you to make it right.
100% Customer Satisfaction is our #1 Goal:
If there is a problem with a product or an error on your order, contact us at https://gotrax.com/support/contact-us/ and we will be more than happy to assist you. If we’ve sent you the wrong or a damaged item, we will take care of return shipping and ship a replacement at no additional charge to you.
To Complete A Return or Exchange A Product
A Warranty Claim must be submitted on our website at https://gotrax.com/support/returns/ for us to process a return. Once a Warranty Claim has been received it will be processed within 72 hours (3 Business days).
If you are returning multiple items you must submit a Warranty Claim for each item you like to return.
We will email you with the waybills and shipping labels to have the item return to us at no additional charge to you. All Warranty Claims are active for 30-days from the date the claim was submitted if your item has not been returned within that time period a new Warranty Claim must be submitted.
Please be advised that at this time we cannot ship to P.O. Boxes only US Residential and Business address can be processed.
Online orders can be returned for a full refund if the Warranty Claim has been received within the first 30-days of the purchase date.
All refunds that are issued by GOTRAX will be credit back to the original payment method used on your purchase.
If your product was purchased in-store you must reach out to the retailer where the product was purchased and follow their refund policy.
All items can be exchanged under the 90-day Limited Warranty that we provide all our products unless an Extended Warranty has been purchase for your product then you can exchange it within 1 Year of the purchase date of the original product.
All exchanges are subjected to review under our warranty policy. For more information about our warranty policy please visit https://gotrax.com/warranty/
We will not send out a replacement before your product is received. Once your product has been received in our warehouse a replacement will be sent out within 72 hours (3 Business days) of its receipt.
The GOTRAX product is produced for sale in the United States. The GOTRAX Warranty for customers who intend to use it outside of the United States is not applicable. GOTRAX products produced for and sold in international channels are warranted as applicable in such foreign countries. Contact us at https://gotrax.com/support/contact-us/ for more details regarding GOTRAX products that require service, were purchased in the United States, and are now outside the United States. On these products, which require service, consumers are responsible for all costs including shipping, resulting taxes, duties of replacement parts and local power adaptors at the owner’s expense.
GOTRAX can ship to most addresses in the United States. Note that there are some restrictions that may apply. Please check out our shipping restrictions below.
Please double check your address for accuracy when ordering from Gotrax.com. An incorrectly entered addresses can delay or prevent shipment.
All shipping costs are paid for by GOTRAX. If you purchase multiple items they will be shipped together.
We are unable to accept any additional payment for expedited shipping. Please see our Delivery Times Below.
If your item is in stock it will ship within 1-3 business days of approved and cleared payment. Orders are processed in order of receipt and upon approved payment. If your item is not in stock or stock is depleted it will be backordered. Back ordering generally adds an additional 2-10 business days. If the item will not be in stock within the backorder time period, you will have the option to wait for a back-order, modify the order, or cancel the order with a full refund. GOTRAX does not ship to Alaska, Hawaii, Guam, Puerto Rico, or any other area outside of the contiguous 48 lower United States.
Tracking your package
Using the tracking number provided in your order confirmation email you can check the status of your delivery with the carrier. Please see our Shipping Restrictions below for more information.
GOTRAX.com will not accept product or product part orders being shipped to Canada, Puerto Rico, Hawaii or Alaska.
GOTRAX can not ship to a U.S. Postal Service post office box. Please provide an actual street address.
GOTRAX cannot ship to APO/FPO addresses.
Commercial mail boxes
GOTRAX cannot ship to a commercial mailbox similar to a Mail Boxes Etc®. Please provide an actual street address.
When the carrier returns these undeliverable packages to us we issue a full refund excluding shipping charges. Please allow 30 days for refund to your credit card account.
These undeliverable packages will not be reshipped. A new order must be placed for the item. Please review our Address Accuracy tips above before placing another order.
The decision to label a shipment as undeliverable is made by the carrier usually for one of the following reasons:
If an address is incorrect or incomplete the package will be returned by the carrier. Please be careful when entering your address and proof read it for any mistakes before submitting your order.
Refused by recipient
If you are placing an order to send as a gift it may be refused by a recipient who is not expecting to receive a gift. You may want to let the recipient know that they should be expecting a surprise.