FAQs

WHAT HAPPENS IF YOU SEND ME THE WRONG PRODUCT?

Contact us and we’ll get on it right away. We will cover all return shipping charges as well as send you the correct product as soon as possible.

WHAT HAPPENS IF I ORDER THE WRONG PRODUCT?

Hey, mistakes happen! You’re more than welcome to return the product to us within 15 days of receiving it. Check out our Return Policy to find out how you can return or exchange one of our products.

HOW LONG DOES IT TAKE FOR A PRODUCT TO ARRIVE AT MY DOOR?

We offer rush shipping for some products, such as apparel, but most items will ship within 1-2 weeks.

WHAT HAPPENS IF I NEED TO RETURN OR EXCHANGE A PRODUCT?

First, ensure that it’s been less than 15 days since you received your order. If so, you can follow the easy steps in our Return Policy to return or exchange your order.

WHAT IF THE PRODUCT IS BROKEN OR DAMAGED DURING SHIPPING?

We highly recommend inspecting the part for any damage or missing hardware before signing for the shipment because we can’t be held responsible for any shipping-related damages once you sign for the shipment. You can open it even if the package is shrink wrapped.

If you find any shipping-related damages, note it on the Bill of Lading and notify the UPS delivery person to start the claim process. Repackage the product the way you received it and UPS will send it back to us for a replacement.

DO YOU SHIP OUTSIDE THE US?

Yes, we do. You’ll need to email us your complete address first for a shipping cost estimate.

DO YOU OFFER EXPRESS/EXPEDITED SHIPPING?

For certain orders, yes, but most products will ship ground or freight via UPS.

WHAT SHIPPING METHODS DO YOU OFFER?

Your shipping options vary based on the address you provide, but most of our products ship ground or freight via UPS. You'll get to see all of your shipping options once you enter your address during the checkout process.

CAN I TRACK MY PACKAGE?

Absolutely! We’ll email you the tracking information as soon as we ship out your order.

WHAT PAYMENT METHODS DO YOU ACCEPT?

We accept Visa, MasterCard, Discover, and PayPal.

HOW DO YOU PROTECT MY CREDIT CARD INFORMATION?

When you place an order on our website, you’ll be making a secure 128bit SSL encrypted payment. We also use PCI compliant processes to ensure that your credit card information is as safe as possible.

WHAT DO I DO IF I NEED TO CANCEL MY ORDER?

Call us right away and we’ll try to cancel your order before it’s processed. If the order has already been processed, you may be assessed a cancellation fee.

DO I NEED TO HAVE AN ACCOUNT TO ORDER A PRODUCT?

No, you don’t need to. You can check out as a guest. We recommend having one, though, so you can easily track your past and present orders.

DO YOU OFFER A WARRANTY?

Of course! We offer a lifetime warranty on all of our products. Our Warranty page has all the information you need.

HOW CAN I BE SURE THE PRODUCT I WANT WILL FIT IN MY VEHICLE?

Our website offers exact measurements of each box, so you can check that it will fit comfortably in your truck. If you have questions, please feel free to contact us.

WHAT IF I WANT TO TALK TO A REAL PERSON ABOUT MY ORDER?

Give us a call, or you can email the owner, Jeremy. He’ll get back to you as soon as he can.

DO YOU CHARGE SALES TAX?

Sales tax depends on your state or country of residency. Taxes will be calculated at checkout.

WHAT ARE YOUR CUSTOMER SERVICE HOURS?

Monday through Friday, between 7:00 AM and 5:00 PM MST.

PRIVACY POLICY

COMMUNICATIONS

If you select during the order process or at other times when you submit personally identifiable information, the information you provide may be used by Tree Dog Kustoms to create and deliver to you our newsletters, surveys or other communications containing product information. If you prefer not to receive such Communications, please do not select the ‘Please inform me option’. If you do select this option and later decide that you would no longer like to receive these communications, please use the features made available to you.

BROCHURE MAILING LIST

If you have requested a Tree Dog Kustoms brochure, all information is kept completely confidential and is not shared with any third parties. We may, on occasion, send you an updated catalog or brochure. If you do not wish to receive any mail from Tree Dog Kustoms, please contact us via email at [email protected]. Include your name and mailing address and email address. You will be removed from any future mailings.

COMMUNICATIONS TO SERVE YOU

If you have elected to provide us with your contact information, e.g., by registering at the Site, emailing our Customer Service department or placing an order, we may provide you with service related announcements concerning the Site or contact you regarding your customer service requests or your order. For example, all registered users will receive an email to confirm their order. These types of communications are necessary to serve you, respond to your concerns and to provide the high level of customer service that Tree Dog Kustoms offers its customers.

Disclosure of Personally Identifiable Information

We will never provide your personally identifiable information to third parties for their use in marketing their products or services to you without your consent. Tree Dog Kustoms takes great pride in having you as a customer and we will ensure your privacy as a customer. Tree Dog Kustoms does not sell or exchange names or any other information about our customers with third parties.

FRAUD PROTECTION AND COMPLIANCE WITH LAW

We may disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request. We may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.

SERVICE PROVIDERS

We may retain other companies and individuals to perform functions consistent with our Privacy Policy on our behalf. Examples include customer support specialists, web hosting companies, fulfillment companies (e.g., companies that fill product orders or coordinate mailings), data analysis firms and email service providers. Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose.

SPECIAL EVENTS

If you elect to participate in any promotions, sweepstakes, surveys, questionnaires or other events during your visit to our Site, the rules or terms and conditions for those events may indicate that your personally identifiable information will be shared with third parties. By choosing to participate and submitting your personally identifiable information with respect to such events, you consent to disclosure of your personally identifiable information to such third parties.

BUSINESS TRANSFERS

As we continue to develop our business, we might sell certain of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and by submitting your personal information on the Site you agree that your data may be transferred to such parties in these circumstances.

COOKIES, IP ADDRESSES, PIXEL TAGS AND TRACKING TECHNOLOGY

We may place a "cookie" on your computer's hard drive so we can recognize you as a return user and personalize your experience. A cookie is a piece of data that enables us to track and target your preferences. The cookie will be stored on your computer's hard drive until you remove it. We may also use temporary or "session" cookies to help you shop. These cookies will expire when you place an order. You can have your browser notify you of, or automatically reject, cookies. If you reject our cookies, you may still use the Site, but you may be limited in the use of some of the features. In addition, we may use IP addresses to analyze trends, administer the Site, track traffic patterns, and gather demographic information for aggregate use, as well as in combination with your personally identifiable information for credit fraud protection and risk reduction.

Similarly, when you visit this Site or view one of our emails, we may use pixel tags (also called "clear" gifs), tracking links and/or similar technology to note some of the pages you visit on our Site and personalize your experience. We may also use pixel tags to determine what types of email your browser supports. We may use the information collected through pixel tags, tracking links and similar technology in combination with your personally identifiable information.

treedogkustoms.com does recognize your ISP (internet service provider), however, we cannot identify you as an individual. If you make an on-line purchase we do collect information (such as sales statistics and traffic patterns) to help improve your shopping experience. We keep all information confidential.

USE OF AGGREGATE INFORMATION

We may use the information you provide in aggregate (non-personally identifiable) form for internal business purposes, such as generating statistics and developing marketing plans. We may collect, store or accumulate certain non-personally identifiable information concerning your use of the Site, such as information regarding which of our pages are most popular. We may share or transfer non-personally identifiable information with or to our affiliates, licensees and partners.

LINKS

This Privacy Policy applies only to the information collected on this Site. Our Site may contain links to or from other websites and you should be aware that we are not responsible for the privacy practices of other websites. We encourage you to read the privacy policies of other websites linked to the Site.

SECURITY

Tree Dog Kustoms seeks to protect the security of your personal information both online and offline. All credit card transactions are secure. Every on-line order is encrypted and sent through a secure server, using SSL technology to prevent information from being intercepted.

Confidential information such as your credit card number will be used only to fulfill your order. To protect your privacy, we will ask you to enter your credit card number and expiration date each time you place an order with us. This way, even if someone else accesses the account information stored on your computer, they won't be able to use your credit card.

E-mail is not encrypted and is not a secure means to transmit credit card numbers. We will only display the last 4 digits of your credit card number on your account.

NOTIFICATION OF POLICY CHANGES

Tree Dog Kustoms reserves the right to revise this Privacy Policy in the future by posting changes at this location and we may make changes at any time without notification.

UPDATING PERSONAL INFORMATION

If you are a registered member at Tree Dog Kustoms, you can change your personal information at any time by updating your information at check-out.

CONTACTING US

We welcome your comments and questions about privacy. Please send email to [email protected].

We are confident that your visit to Tree Dog Kustoms is secure and safe. However, you may choose to call us directly to place your order over the telephone. Please call Customer Service toll free at 406 374 2285.

SHIPPING & RETURNS

DO YOU HAVE A MINIMUM ORDER?

No, we don't have a minimum order.

HOW MUCH IS SHIPPING?

It depends on what you order, where you live, and how fast you want it. Your shopping cart has a shipping estimator based on your zip code. Keep in mind that even though the estimator is a good place to start, your actual shipping rate may differ.

WHICH SHIPPING METHODS DO YOU OFFER?

Your shipping options vary based on the address you provide, but most of our products ship ground or freight via UPS. You'll get to see all of your shipping options once you enter your address during the checkout process.

DO YOU OFFER RUSH SHIPPING?

For some products, we can offer rush shipping (i.e. apparel), but since most of our products are handmade, shipping can take 1-2 weeks.

HOW LONG DOES IT TAKE TO PROCESS AND SHIP MY ORDER?

We process all orders as soon as they're placed, but because our products are handmade, shipping can take 1-2 weeks.

HOW LONG DOES SHIPPING TAKE?

We ship your order within 1-2 weeks, depending on the product. Shipment can take up to a week, depending on your location.

WILL YOU PROVIDE TRACKING INFORMATION?

Absolutely! We’ll email you the tracking information as soon as we ship out your order.

IF I PAY BY CREDIT CARD, WILL YOU CHARGE MY CARD ONCE THE ITEM HAS SHIPPED?

No. Your card will be charged as soon as you place the order. We’ll be happy to issue a refund for any reason before we ship out your order, though. See our Return Policy for more information.

CAN YOU SHIP MY ORDER TO MULTIPLE ADDRESSES?

Yes, we can. Our shopping cart does not offer this option at the moment, so you’ll need to call us at (406) 374-2285 to set up shipments to multiple addresses.

DO YOU SHIP TO AK, HI, AND US TERRITORIES?

Yes, we do. You’ll need to email us your complete address first for a shipping cost estimate.

DO YOU SHIP TO PO BOXES OR APOS/FPOS?

No, sorry. UPS does not deliver to PO boxes or APOs/FPOs.

DO YOU SHIP INTERNATIONALLY?

Yes, we do. You’ll need to email us your complete address information first for a shipping cost estimate.

WHAT HAPPENS IF YOU SHIP THE WRONG PRODUCT?

Hey, mistakes happen. In such a case, we’ll apologize profusely and ask that you contact us to work out the issue.

WHAT HAPPENS IF THE PRODUCT IS DAMAGED DURING SHIPPING?

We highly recommend inspecting the part for any damage or missing hardware before signing for the shipment because we can’t be held responsible for any shipping-related damages once you sign for the shipment. You can open it even if the package is shrink wrapped.

If you find any shipping-related damages, note it on the Bill of Lading and notify the UPS delivery person to start the claim process. Repackage the product the way you received it and UPS will send it back to us for a replacement.

HOW CAN I BE SURE YOU’RE SHIPPING ME PRODUCTS THAT WILL FIT IN MY VEHICLE?

We offer exact measurements of each box on our website, but please contact us if you have questions about fit.

WHAT IF MY ADDRESS CHANGES BEFORE MY ORDER SHIPS? CAN I CHANGE WHERE YOU SEND MY SHIPMENT?

Contact us right away. If we haven’t shipped the order yet, we’ll be more than happy to change the shipping address to the correct one. If it’s already shipped, then you’ll have to sort it out with UPS. You can reroute your delivery on their website.

WHAT IF I NEVER RECEIVE MY ORDER?

Let us know and we’ll get to the bottom of this. We’ll check the tracking number to pinpoint where your shipment ended up. If it turns out that your shipment was delivered to your address and someone signed for it, then it’s a problem you would need to address with the person who signed for it.

WHAT HAPPENS IF I REFUSE THE SHIPMENT?

Please don’t. If you decide that you no longer want the shipment, please accept it and then contact us to start the return process.

CAN I RETURN A PRODUCT?

Of course! You may return the product for any reason within 15 days of receiving it. The process is pretty simple:

  1. Call us for a return merchandise authorization (RMA) number
  2. Ship the product back to us
  3. Receive your refund

Of course, there are simple terms and conditions you have to follow to ensure a smooth return process.

CAN I EXCHANGE A PRODUCT?

You can opt to exchange your product, but you'll still have to pay the return shipping charges for the returned product as well as a 15% restocking fee.

HOW DOES THE RETURN OR EXCHANGE PROCESS WORK?

Follow these 4 simple steps within 15 days of receiving your product:

  1. Call us at (406) 374-2285 for a return merchandise authorization (RMA) number
  2. Ensure that the original packaging materials aren’t torn or damaged
  3. Repackage your product carefully just the way you received it and include all the hardware that came with it
  4. Ship it back to us at this address: PO Box 172 / Moore, MT 59464

We recommend buying insurance for the return shipment because we’re not responsible for returns that get lost or damaged in transit.

WHAT IF YOU SENT ME THE WRONG PRODUCT?

Hey, mistakes happen. In such a case, we’ll apologize profusely and ship you the right product as soon as possible. We’ll also cover all return shipping charges.

WHAT IF I ORDERED THE WRONG PRODUCT?

You’re more than welcome to return it using the standard return process. You can either exchange it for the right product or receive a refund, minus a 15% restocking fee and shipping.

HOW LONG DO I HAVE TO RETURN OR EXCHANGE A PRODUCT?

You have 15 days after receiving your product to return or exchange it.

CAN I RETURN OR EXCHANGE A PRODUCT FOR ANY REASON?

Yes, as long as the product is still in perfect and resalable condition and includes all the hardware that came with it.

ARE THERE CERTAIN PRODUCTS I CAN’T RETURN?

Yes; only products that have been used or damaged during installation. If you’re not sure whether your product falls into this category, email us photos of the product and we’ll use our best judgment to determine if you can return it or not.

DO I HAVE TO PAY ANY RESTOCKING FEES?

Yes. A 15% restocking fee applies to all returns. The only time it’ll be waived is if we accidentally sent you a faulty or incorrect product.

DO I HAVE TO PAY FOR RETURN SHIPPING?

Yes. The only exception is if we made a mistake and sent you a faulty or wrong product. In such a case, we'll pay all return shipping charges.

HOW LONG DO RETURNS TAKE TO PROCESS?

Upon us receiving your returned product, we have 20 days to inspect it for damages. If it passes the inspection, we'll issue your refund as soon as possible. When you factor in the time it'll take to ship the product back to us, the entire return process can take up to 30 days.

HOW LONG WILL IT TAKE TO RECEIVE MY REFUND?

We’ll apply your refund to your account as soon as it passes the inspection. We'll deduct the 15% stocking fee and any shipping costs paid by us from the total of your refund. Depending on your credit card company or bank processing time, refunds can take up to a week to appear.

WHAT IF THE PRODUCT IS DEFECTIVE OR DAMAGED?

Please call us right away and we’ll look into it. If it ends up being our fault, we’ll take full responsibility and send you a shipping label so you can ship it back to us free of charge. Of course, we’ll also send you a working replacement as soon as possible.

WHAT IF MY RETURN NEVER ARRIVES? DO I STILL GET A REFUND?

Unfortunately, no. You’re fully responsible for anything you ship to us, so we highly recommend purchasing insurance for the return shipment.

WHAT IF SOMEONE ELSE PURCHASED THE PRODUCT FOR ME AND I WANT TO RETURN OR EXCHANGE IT?

If the product isn’t right for you, we’ll be happy to exchange it or issue a store credit to your Tree Dog Kustoms account. That way, you can get a product that perfectly suits your preferences. We’ll need proof that the product was purchased from us, though. Ask the person who gave you the product for a copy of the invoice.

WHAT IF I NEED TO MAKE A WARRANTY CLAIM AND RETURN A PRODUCT?

No problem. We’ll be happy to help you out! Grab your original damaged product, a written description of the damage, and a copy of the original invoice and follow the steps outlined in our Warranty page.