Customer satisfaction is our top goal at Hitch Rider. In order to fulfill your order and provide customer support, we collect customer information such as name, address, telephone number, e-mail address, vehicle/cycle model name, and payment information when processing an order. This information allows us to process payment, verify product compatibility, ship the product to the customer, and provide customer assistance if necessary.
We secure online order transactions between customers and our web site with Secure Socket Layer (SSL) encryption technology. SSL encrypts private customer information so that only Hitch Rider can see the transmitted information.
We do not rent or disclose any customer information with anyone else beyond the extent necessary to process and ship your order. E-mail addresses are used by Hitch Rider to communicate with the customer and/or provide up-to-date shipping information and are not shared with anyone else.
Products in new condition are returnable by the original buyer within 30 days of purchase. A copy of the original invoice must be included with the return. The product must be shipped back via traceable means with a package tracking number provided to us. Upon receipt and inspection of the return, a refund will be issued back to the original payment method. The buyer is responsible for all shipping costs. Shipping and handling is not refundable. A 20% restocking fee applies to rack returns. Refunds will not be issued for products altered in any way or not in retail condition. Orders can be cancelled for a full refund if the order has not yet shipped.
Please return product with all original packaging to:
Hitch Rider Racks
360 East Evelyn Avenue #400
Sunnyvale, CA 94086
Hitch Rider Racks include a 1 year limited warranty to the original purchaser from the date of original purchase. Hitch-Vise and other Hitch Rider products include a 90 day limited warranty. Hitch Rider will repair or replace parts found defective in materials or quality of manufacturing.
In stock products typically ship within 1-2 business days of order receipt. Rack orders ship via FedEx Ground and Hitch-Vise ship via USPS. Delivery times vary depending on your location and chosen shipping method. On average, FedEx Ground takes 3-5 business days and USPS takes 2-3 business days for delivery to a U.S. address.
Please note rack orders shipped to Canada may have customs brokerage fees due upon delivery. It is the customer's responsibility to pay any customs fees that may be due.
If a product is out of stock, our web site will display an "Out of Stock" tag and an estimated restock date if available. In the event an ordered product is out of stock, we will notify the customer with an estimated restock date. Unless canceled, backorders typically ship within 1-2 business days of the restock date.