Shipping & Returns - Exodus Overland

Shipping & Returns

SHIPPING

We offer standard shipping to all of the lower 48 states at this time Directly through our website. We are able to provide shipping to Alaska and Hawaii, but please contact us before attempting to place your order. The same policy is in place for international orders. Please contact us and we will be happy to custom quote your freight/order. Many of our products will ship for no additional charges (shipping is wrapped into the pricing) in the lower 48 states. For items listed as “Free Shipping”, we reserve the right to ship the most economical method possible. Should you need or desire expedited shipping, contact us prior to ordering as we will not have all available options listed on the site.

*INTERNATIONAL ORDERS: PLEASE Contact us PRIOR to attempting to place your order through our website. Our products are large and heavy and typically require special steps in order to ship internationally. Orders placed through our site for international customers or Alaska and Hawaii MAY be subject to other incurred charges to correct shipping fees and handling and/or customs and duties. 

When you place an order for a product that is NOT free shipping, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page. Often, we will NOT display shipping lead times when calculating shipping. Posted lead times on our website supersede ANY estimates of shipping time in the cart or shipping calculator. Please always contact us if you need a product in a specific timeframe. Otherwise we ship first come, first serve based upon our production and inventory capacities.

Please also note that the shipping rates for many items we sell are weight-based. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Lead times are often listed on each product page. Please understand that these are approximate timeframes and they may vary. We do our absolute best to keep orders going out promptly and without delay. During high volume seasons, like holidays, lead times may be longer than advertised on the product pages. Some products are able to be backordered when out of stock. Typically these are products that Exodus Overland purchases and retails. Should you be purchasing a backordered/out of stock product, you will be notified on the product page, or we will promptly notify you upon receipt of your order, in the event our website does not display the backorder status.

Every order is automatically provided with tracking information via email, please regularly check your email after you order and ensure you received your invoice and tracking information. If you have not received any notifications of your order within 2 days from your order, contact us via the contact us page on our website. Please provide us your order number in that email. Often we find that in these situations there is a typographical error in the order. We will promptly correct on our end and provide a manual order confirmation. Please ALWAYS double check your email and all order details PRIOR to checking out!

 

RETURNS

Customers who place an order and would like to cancel that order must do so before shipment to receive a full refund. Shipments typically go out (for in stock items) the same day the order is placed, so be sure that you have the right item you wish to purchase before hitting the “buy” button. If you have any questions, please call before placing the order.

Returns after shipment has occured:

Customers who wish to return a product after shipment may do so for NEW UNOPENED items. You must contact us within 7 days of order to return your new, unopened target system. We will incur a return shipping charge (customer pays for label & shipping fees) and there is a 10% restocking fee. Upon receiving the returned target system we will inspect it for damage, and if it passes examination and has not been damaged by use, we will refund your money, minus the 10% restocking fee and return shipping charges within 7 business days.

If you have any questions about your target or any questions before you purchase a target, please go to the contact page and send us an email or call us on our Phone number listed at the top of the home page.

Returns for custom manufactured products or retail goods: 

For products that fall into this category we will ONLY accept NEW, unopened packages returned to us. Many retail products, once opened, are considered used. Warranty claims for retail items will be handled through the manufacturer of said products. A 10% Restocking fee will be issued for returned gear, even if new and unopened.

Why is there a 10% restocking fee? This is to cover our costs of refunding your card, paying our employees, and managing our systems. Average order processing fee’s vary from 3.5% – 9%. If you use a payment plan provider, they often charge us around 7%. When we refund you, THEY DO NOT RETURN THESE PROCESSING FEES TO US! This is lost money that we will never be returned. We ask that customers VERIFY their order contents PRIOR to ordering. We will always work with reasonable customers and situations, but we must adhere to the 10% restocking fee. Please VERIFY your vehicle or component fitment prior to ordering. If ANY questions exist, contact us prior to ordering please. 

Shipping Terms and Conditions:

All orders leaving our facility are FOB Origin. This means that once the package hits the mail stream, it is the customers duty to ensure they are available and present to receive their packages. Tracking information is sent automatically via email to each customer. Ground shipping services allow customers to reschedule deliveries in the event that they are not home. Please contact the shipping provider chosen at checkout for more information. Once the package leaves our facility, our ability to manage it is nonexistent. You must coordinate with UPS, FEDEX, or USPS if a change is required. 

High value products will trigger some additional contact from our team from time to time. If billing and shipping addresses do not match, do not be surprised if we email to verify legitimacy of order. This isn’t to doubt you, this is to ENSURE we are sending goods to the right places and to avoid fraudulent orders.

Note: We rarely require adult signatures, but depending on the contents and size of your order we may require this for security of deliver. In this event, you WILL BE NOTIFIED prior to shipment to ensure ample time to coordinate. Additionally, we reserve the right to deliver to a UPS store in the event that we determine a higher risk of fraudulent activity. THIS IS NON-NEGOTIABLE. You will be notified prior to shipment in this event. Upon pickup at a UPS store you will be REQUIRED to display a valid ID.

We reserve the right to hold shipments that we determine may be at higher risk for fraudulent activity. We reserve the right to hold any order for any reason at any point where we feel that it will not safely make it to the customer. In these situations, we will attempt contact via email or the provided phone number in the order.

On occasion, depending on the risk factor involved, our team may default on delivery to a fedex or UPS store location. This is not only to protect our team financially, but it also protects your investment from theft or negligence of the drivers.

We will repeat: once the packages leave our facility, they are not our responsibility. Please be CERTAIN you are available to sign or witness drop off of your order, especially if it is of a higher order value.

Optional Shipping Coverage at Checkout: 

Our website automatically offers optional shipping insurance during checkout. For most orders this will be 3% of the order value or a minimum of $15 per order, depending on the order value. Our Site DEFAULTS on this option as it is HIGHLY recommended, but you certainly can OPT OUT if you desire. If you check this box and pay for this coverage, our team will replace damaged products or lost products in transit. Here is the Standard Procedure you must follow in the event of a damaged goods:

  • Inspect product upon receipt.
  • Determine if any products are missing
  • If damage is present, photograph damage. Photograph packaging in its delivered form, PRIOR to opening.
  • Photograph damage, document if anything is missing.
  • Immediately send photographs to CS@Exodus-Overland.com. Make the Subject: Damaged Goods In Transit
  • Within 7 days our team will review the photos, determine the cause, and send replacement products.

Note: We will not replace products for minor cosmetic blemishes alone. Structural damage or total loss of product during the mailstream is what we will cover.

Theft of Products: In the event that insurance has been purchased and a product is stated to have been stolen from your property prior to you taking possession of said product, there will be a process to file for replacement product(s).

  • Contact our team at CS@Exodus-Overland.com Subject line: Stolen Product
  • Be ready to provide a police report in that email. We REQUIRE a police report BEFORE we will consider your claim for replacement product(s)
  • Be ready to provide proof that fedex or UPS did NOT require a signature at drop off
  • If surveillance footage of your property exists, have it downloaded and available with a timestamp. This greatly helps during a claim process.

Once our team reviews the police report, we will contact the department and speak to the investigator. If it is confirmed that the package was stolen due to an error by the shipping company (Fedex, UPS, USPS), we will initiate a claim with said shipping company.

In most cases at this point we will issue a new product. However: our team reserves the right to refuse replacement products in the event that there is a high likelihood of fraudulent activity or we believe that the claim of theft is deceitful or fraudulent.

One of our core values is standing by our customers always. But we also recognize individuals will abuse companies who operate in good faith.

Regulated Products: 

Some of the products we retail MAY not be available in your location. This will be due to regulations in place that limit our ability to sell to you. In the event that we make a mistake and allow an order for regulated goods to process, we will contact you and notify you of the cancellation of your order. We will issue a FULL refund, including processing fees, for orders of this nature.

If you have any questions about our policies regarding shipments, please contact us on our “contact us” page. If there is an issue, give us notification and give us the opportunity to make it right. We live by the creed “If the request is reasonable, the answer is YES.”

THANK YOU for your business and support!