Terms of Service
Terms and Conditions
Due to increased product demand and ongoing port and shipping congestion globally, our freight container shipments from overseas are behind schedule.
Processing Time; Shipping; Returns and Warranty
Please be patient while we process your order, our parts staff is busy, but small. Typically, parts orders leave our shop on Tuesday and Friday each week, except during our Summer Hours where orders are shipped on Mondays and Fridays following order placememt. We do our best to pack and ship your order by the next available shipping date, though depending on order volume your items may not be picked up until the following ship date. In-stock items are typically shipped within 3-5 business days. Kits and other packaged goods that are not special order may take 7-10 business days to ship from our warehouse. Delivery times selected upon check out are done so with the understanding of the above mentioned ship dates. For special accommodations, please contact us directly at firstname.lastname@example.org during our regular business hours.
Production items from craft manufacturers may take 30-90 business days; custom work may take up to 6 to 9 months. Business office days are Tuesday through Friday. We typically do not ship on Saturday, Sunday, or Monday during our regular Tuesday through Saturday hours (during the summer months we ship on Mondays and Friday). In times of high demand lead times may be extended beyond what is noted above. Our website does display live inventory while allowing for order-in goods when assumed available from our suppliers. While we stock nearly all of our products, we may run out from time to time. Our system is set to charge immediately, regardless of order delivery times. This policy is in place to reduce fraudulent orders and use of resources handling fraudulent orders. If your item or items are not available for shipment within 5-7 days you will be notified with a lead time as soon as we are able to provide one.
Merchandise covered by a manufacturer’s warranty is sold with the warranty by the manufacturer which is extended to the original purchaser. Other than applicable manufacturer’s warranties, or as otherwise provided in these Terms & Conditions, there are no warranties, express or implied for any of our products.
For other parts, we provide a limited warranty of 90 days from the date received by the original purchaser or installer, unless otherwise specified, and covers the replacement of a defective part(s). The warranty applies only to parts replacement unless a part cannot be obtained in its place. For such cases, a full refund will be issued to the original purchaser. A refund or an exchange of a defective part will be processed only if it is accompanied by the original sales invoice; to the original purchaser and must fall within 90 days unless otherwise stated. All items must be in their original condition and must not be damaged due to incorrect installation upon return. The warranty is limited only to the original purchaser and is non-transferable.
- All items are given a limited 90-days warranty period by the manufacturer. The manufacturer will allow the parts to be under warranty provided that these parts are free from defects in workmanship and material.
- Under NO circumstances will our liability exceed the amount of the original sale.
- Products damaged as a result of abuse, misuse, improper repairs or maintenance, improper installation, alteration, or modification will not be covered by the warranty.
- The warranty does not cover airfreight charges, labor expenses, towing expenses, or rental car expenses resulting from installation errors. Return shipping and/or freight is the responsibility of the buyer in all cases. We will not reimburse any return shipping charges incurred.
- All returned items must have the RA (Return Authorization) number written outside the shipping box prior to return. RA Numbers can be obtained by sending an email to email@example.com. Returned items without the RA number will not be accepted.
- Our liability does not cover lost or stolen packages mailed back by the customer containing the parts being claimed under warranty. Because the customer is the shipper, they are the only one who can file any lost claim with the shipping company. Therefore, the claim must be coordinated and processed through the shipping company by the customer.
- Defenders Northwest LLC accepts no responsibility for merchandise ordered by the customer and shipped to us third party. Our liability does not cover lost or damaged merchandise where we did not process the sale of said merchandise. Defenders Northwest will receive third party shipments at our stated rate of receiving per box; pallet or crate.
Defenders Northwest LLC's orders are electronically processed and forwarded to our fulfillment warehouse immediately after the order is confirmed therefore, the window of opportunity to cancel an order is often limited. All orders must be canceled BEFORE you receive the Invoice - Payment accepted Email. No orders can be canceled after payment has been confirmed, as the order will be immediately processed for shipment. All orders placed from Friday after 5PM EST to Monday 9AM EST cannot be canceled, as they are processed over the weekend for shipment. Please contact us immediately if an order needs canceled at firstname.lastname@example.org
Overnight and 2-Day Shipping
Overnight and 2-day shipping services are available for most small and medium sized packages for additional charges, these shipping services are implied from the date the order is fulfilled by Defenders Northwest, if you require expedited receipt of your order please contact us directly at email@example.com during our regular business hours. The specific shipping options will be displayed at checkout after you enter a shipping address. Airfreight carriers reserve the right to extend delivery time by 24 hours when delivering to residential addresses. This is beyond our control and airfreight charges will NOT be refunded. All orders must be received before 1:00 PM Pacific Time Tuesday to Friday. No Overnight or 2-Day deliveries on Saturdays, Sundays and Holidays. If you place your order for Overnight and 2-Day delivery on a weekend or a holiday, please be aware that the shipping cycle for these orders starts on the next available business day (Tuesday - Wednesday). We encourage you to contact us via email should you require expedited shipping.
Damaged or Incorrect Shipments
Upon receiving your order, inspect all packages thoroughly for missing, damaged, or incorrect parts. Our warehouse puts forth every effort to prevent shipping damage however, it does occur occasionally. If you receive a damaged part, do NOT accept the package, have the shipper immediately return the package to the sender. If the shipper has left a damaged package in your absence, immediately contact the shipper and have the package returned to sender. We must be contacted immediately if any of the above occurs to prevent your being charged freight on both ways. Defenders Northwest LLC is not responsible for missing, damaged, or incorrect parts after 30 business days, regardless of the party at fault. We are also not responsible for lost or stolen packages and all claims for such must be processed through the shipping company.
All performance parts are shipped via Ground service only. Most orders are shipped within 72 hours from confirmation of your order during our business processing and shipping hours (noted above), Tuesday through Friday. Multi-item orders with order-in items, or special order items included will be marked as SHIP-COMPLETE, and held to ship as a complete order when all goods are available. If you would prefer to receive your ordered items as they are available please contact us for a shipping quote. Shipping times will vary depending on the size of the package, availability of product and the delivery location. Small and medium sized packages generally are delivered within 5-10 business days (excluding weekends and holidays) from their date of shipment. Orders containing brush guards, running boards, engines and other large items may require special handling and are usually shipped via Truck Freight (see Truck Freight information below) where delivery times usually range from 10-15 business days. While we are happy to offer products to customers located in Alaska, Hawaii, and other areas outside the continental United States, shipping charges will apply to these locations and delivery times will be longer. Overnight and 2-Day shipping are not available for special order, hand crafted, and performance parts orders. Please contact us prior to ordering if you have any questions on product availability, or have if you have urgent shipping requirements.
Truck freight applies to orders consisting of large parts or items that require special handling due to their shape, weight or packaging. Orders with these characteristics are shipped via Truck Freight. Orders usually are processed for shipment within 48 to 72 hours from confirmation of your order during our business processing hours, Tuesday through Friday. Delivery may take 2 -9 business days (excluding weekends and holidays), within the continental United States. Truck Freight to Alaska and Hawaii may take up to 14 business days and may require additional charges. In the event that your order is subject to additional charges, we will contact you via Email with a revised shipping quote. Customer assumes financial responsibility for all freight orders that require additional services, such as a lift gate. You may be billed separately for additional freight charges that may occur.
Risk of Loss
All items purchased from our website are made pursuant to our shipping terms, which are F.O.B. shipping point. This means that risk of loss and title of any item is passed to you at the shipping point, which is when the carrier accepts the goods for transport. We are not directly responsible for lost or stolen packages, but we will be happy to assist you in filing a claim with the shipping company. You must contact us immediately if the entire shipment was not received within two (2) full days after the carrier’s estimated delivery date. All requests must be made within twenty-one (21) days from the date of shipment for any possibility of claim.
We will accept authorized returns within 30 calendar days of the date the product was received by the buyer or original recipient.
Authorized returns need to be returned with all of the items that were included in the original package(s) unless otherwise approved by Defenders Northwest LLC. If your shipment arrived with a damaged, incorrect items, or items ordered in error please repackage the item(s) in the original shipping container and refer to our Return Procedure below.
All authorized returns must be in their original condition, include all components and cannot be disassembled, mounted or damaged due to incorrect installation. We are not responsible for shipping expenses, labor expenses, towing expenses, additional repair expenses or rental car expenses caused by the use of wrong defective parts during installation.
Parts and Items that are Non Refundable: Service Manuals, CD-ROMS, Special-Order or Custom Order products, roof-tents, and all auto body parts cannot be returned for any reason. Electrical parts are not returnable if they have been plugged in or unsealed for any reason. All used, previously owned, display items, close out items or items listed "as is" are non refundable. AutoHome USA Special Order tents and accessory items are non refundable, any AutoHome USA Special Order deposits are non-refundable.
In order to obtain a Return Authorization Number, please contact us at firstname.lastname@example.org and include the information listed below.
1. File via email - Provide your order number, name, email address, phone number and the part number you wish to return, along with an explanation as to why the part is being returned. If you do not have your order number (or P.O#), please indicate when your order was purchased and the full name you used upon ordering.
2. Call us - Call us at 1-888-970-6409 and provide your order number, name, email address, phone number and the part number you wish to return, along with an explanation as to why the part is being returned. If you do not have your order number (or P.O#), please indicate when your order was purchased and the full name you used upon ordering.
All returns must be packaged securely and contain an authorized return number. Please make sure to check if there are any special packaging instructions to ensure that no shipping damage occurs. We cannot be responsible for damaged returns resulting from inadequate packaging.
RA Number(s) together with the return shipping instructions will be sent to the customer through email once your return has been approved. An RA number is required to track and process your return.
Return freight charges are not reimbursable unless the return is a direct result of Defenders Northwest LLC's error. Freight and shipping charges are not reimbursable for any used, previously owned, display, close out or "as is" items.
Refunds normally process and credit within 5 business days of the warehouse receiving your part. Once the return has been processed, the refund will be credited to the payment method you used to buy the merchandise. You will receive a "credit approved" email the day you are credited. If the purchase was made through a debit or credit card, it may take an additional 1-7 business days for your financial institution to reflect the credit back onto your account and we will direct you to contact your bank. Special Orders, Custom Orders, build to suit, and buy-in goods may incur a re-stocking fee of up to but not exceeding 25% of the original purchase price. Shipping/freight charges are non-refundable.
Should you need clarification to any information listed above we would ask you to please contact us at email@example.com.
Errors on Our Site
Prices and availability of products are subject to change without notice. Defenders Northwest LLC will correct errors where and when discovered. Defenders Northwest LLC reserves the right to revoke any stated offer, cancel any order or partial order, and reserves the right to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.
All claims and disputes arising under or relating to this Agreement or Transaction or any work performed by Defenders Northwest LLC are to be settled by binding arbitration in the state of Washington or another location mutually agreeable to the parties. An award of arbitration may be confirmed in a court of competent jurisdiction.
By using our website you are agreeing to our Terms and Conditions.
We may change the contents, operation, or any and all other features of this website at any time for any reason and without notice. Defenders Northwest LLC may discontinue or restrict your use of this website at any time for any reason, without notice.
This Agreement is the entire and final Agreement regarding our website and all of its content, and supersedes any prior or contemporaneous communications between Defenders Northwest LLC and you regarding our website and its contents.
All rights not expressly granted herein are hereby reserved.
Calls may be recorded for record-keeping, quality assurance, and training purposes. This notice implies two party consent is granted per Washington State law.