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Shipping and Returns Information

Shipping and Returns Policy

Shipping Information

Free & Fast Shipping! Hitchweb is happy to offer free shipping on most orders within Canada and the US! We ship many orders the same or next business days and provide tracking information by email within 48 hours. The following exceptions may apply:

  • Rural Delivery: Some locations incur an additional fee, as charged by our couriers. These locations include, but are not limited to: Newfoundland/Labrador, Nova Scotia, Prince Edward Island, Yukon, Nunavut, Northwest Territories, Alaska, Hawaii, Guam, American Samoa, Micronesia, Marshall Islands, Palau, Virgin Islands, Puerto Rico and other rural areas.
  • Oversized or Heavy Shipments: These items must be delivered by LTL (Less Than Truckload). A valid phone number and consignee is required to accept and sign for the delivery. Please thoroughly inspect the shipment prior to signing any paperwork to ensure your item is received in good condition. 
  • PO Boxes/APO/AFO Address: We cannot ship to PO Boxes or APO/AFO Addresses. If you do not have a full shipping address, please contact us so we can arrange shipping to a nearby courier depot.

If additional shipping charges are required, we will contact you for approval prior to processing your order.

Cancellations: We will do our best to process any cancellation request, but please understand that delays may occur due to coordination with the warehouse, particularly if the request is received after business hours. An order is considered fulfilled when a shipping label is created and cannot be cancelled at that point.

Returned to Sender/Refused Delivery: If your order is returned to sender for any reason or delivery is refused, a 25% restock fee may apply. Please understand that we incur hefty shipping charges when this occurs. As such, we ask you to verify all details of your order before completing your purchase.

Lost/Misdelivered Shipments: Please contact us as soon as possible if you notice an issue with your shipment. Misdelivered shipments must be reported within 3 business days. Our couriers often do not require a signature on delivery. Hitchweb is not responsible for lost or stolen shipments that are deemed delivered by the courier.

Return Policy

Hitchweb is proud to offer high quality products, but if you’ve changed your mind or ordered the wrong item, we will accept returns within 45 days of date of purchase. The item must be in its original condition and packaging to be eligible for refund. As Hitchweb covers the shipping cost for both the original order and most returns, a restocking fee of up to 20% may be applied to your refund. This may be reduced if you exchange the item with another of equal or greater value.

The following are non-returnable:

• Any used, installed, or altered item
• SMRT Roof Top Tents
• Special Order items
• Liquids or items with a chemical makeup

Refunds will be processed once the product has been received and inspected by the warehouse. Returned to sender or refused delivery shipments will be assessed a 25% restock fee, due to the extraordinary fees we incur on these returns.


Any item you wish to exchange is subject to warehouse inspection and approval. As this process may take a few days, the fastest way to exchange your item is to fill out the product return form and complete a separate order for the new item.

Damaged Item or Missing Components

Many trailer hitches ship without a box and may arrive with minor, cosmetic scratches on the surface of the hitch. Often this can be touched up with a quality rust-proof paint, as recommended by the manufacturers. You can use the same paint through the life of the hitch to repair any future nicks and scratches that may occur during regular use.

We ask you to thoroughly inspect your order for damage or missing components as soon as it is received. Hitchweb cannot guarantee any replacement or refund if damage is reported beyond 3 business days.

Each request requires a photo of the outside packaging, as well as close-up photo(s) of the damage to the item. We can provide a full refund or exchange (for identical item) when the return is approved.

If an oversized shipment is damaged upon delivery, please make a note of all damage(s) on the delivery receipt. If the damage is so extensive it cannot be received, refuse the delivery and note the reason on the delivery receipt. Please contact us right away so we can make any necessary arrangements.

Please do not attempt to use, install, or alter any item that is missing pieces or damaged. Hitchweb cannot return or refund any used or altered items

Fitment Issues

Hitchweb works hard to provide an easy-to-use vehicle fitment lookup. We ask you to verify the fitment of custom or universal items prior to purchase. Our customer service team is here to answer any compatibility questions or concerns you may have!

If your item does not fit as expected, please fill out the product return form. The return will be subject to the 20% restock fee unless the error was ours.

If you have already attempted to install your product, please reach out to the manufacturer directly for technical support. Used and/or installed items are ineligible for return.

Shipping Errors

If you have received a different item than what was ordered, please contact us directly to arrange a reship. In most cases, we will require a photo of the item you received, with the part number visible.

If your order is lost or misdelivered, please contact our customer service team. We can file a claim with the courier. Please note, this process is at the discretion of the courier and Hitchweb has no control over the outcome. This process may take several weeks. We can issue a refund or reship your order if the courier deems the item cannot be located.

Hitchweb is not responsible for any lost or stolen items. If the courier deems the item has been delivered to the correct address and you believe it has been stolen, you can file a police report with your local authorities.