Claims & Warranty

What we stand behind — by buying path

There are three buying paths in this store, and they carry three different warranty structures. That's not fine print — it's the honest consequence of how each path works, and every product page tells you which policy applies before you buy. One rule is the same everywhere: whatever goes wrong, you contact us first. You will never be told "call the manufacturer" or "call the carrier" as a first response.

US Warehouse (dealer-line products): the brand's warranty, our handling

  • These products carry the full manufacturer's warranty and the brand's published return policy — the brand holds the stock, ships it, and stands behind it. Each product page links the brand's actual warranty terms.
  • But you still come to us first. We take your order number, photos if there's damage, and a description — then we open the case with the brand and stay on the thread until it's resolved. If the brand requires you to work through their RMA portal, we hand you off warmly: case already opened, reference number in hand, told exactly what to say. And we follow up if it stalls.
  • Freight damage on a brand shipment: the brand files the carrier claim (carriers require the shipper to file), but we package the evidence, push the timeline, and make sure you're made whole on our clock — the carrier-claim cycle is our back-office problem, not yours.

Factory-Direct: final sale, backed by a real guarantee

All sales of factory-direct items are final. We can price 30–50% (and sometimes more) below dealers because your gear ships straight from the factory to you — there is no US warehouse to send it back to. Returning a 600-lb attachment across an ocean costs more than the attachment; nobody wins that trade, so we don't pretend to offer it. No change-of-mind returns, any origin — Mexico, India, Sri Lanka, Vietnam, or China. This is stated on every factory-direct product page and again at checkout.

What we do stand behind, 100%:

  • Damage & Defect Guarantee. If your item arrives damaged, defective, or not as described, we make it right — replacement parts, a replacement unit, or a refund. See the claim flow below.
  • 12-month structural warranty. Welds, castings, and material defects, for 12 months. Wear parts (teeth, cutting edges, bushings), abuse, and modification are excluded — same exclusions every manufacturer has, stated plainly. You deal with us, never with the factory; recovering from the factory is our job behind the scenes.
  • Fitment guarantee. If we confirmed a fitment for your machine make and model and it doesn't fit, we make it right — exchange or refund.

Group-Buy: coordination, not warranty

  • Group-buy participants are their own importer of record — that structure is why the price is the lowest we offer. Our paid role is coordination: sourcing, inspection, the container, freight, and paperwork support.
  • Group-buy goods carry no store returns, no Damage & Defect Guarantee, and no store warranty. Factory warranty and defect-credit terms — which we negotiate into the supplier agreement — run directly to you.
  • What you're not left alone with: every item is third-party inspected before loading (fails are replaced or refunded before the ship sails), marine cargo insurance is mandatory on every shipment, and if something's wrong on arrival, the owner personally runs the factory claim paperwork with you. We coordinate; we just can't be the warranty counterparty on goods we never owned. We say this before you pay a slot fee, not after.

The claim flow (damage or defect)

  • 1. Inspect at delivery. Note any damage on the carrier's delivery receipt before signing — this single habit preserves the freight claim. Details on Shipping & Lead Times.
  • 2. Report it fast. Visible damage: within 48 hours. Concealed damage or defects: within 5 days of delivery. Chat or email us with your order number, at least 3 photos (the damage, the packaging, the shipping label), and a short description.
  • 3. We acknowledge within 24 hours and the owner — not a script — reviews every claim. Resolution decision within 5 business days.
  • 4. Resolution, cheapest-that-actually-fixes-it first:
    • Replacement parts — a bent pin or torn hose is a $30 part, not a $1,400 return; this fixes most functional damage fastest.
    • Partial refund (typically 10–25%) for cosmetic damage on a unit you keep.
    • Full replacement unit for structural or unusable items — you keep or scrap the damaged one. We never ask you to ship anything back. Ever.
    • Full refund if we can't replace it in reasonable time.

Response times we'll actually keep

  • Chat: instant, 24/7 (it's an AI agent that knows our catalog, fitment data, and these policies — and knows when to hand you to the owner).
  • Human follow-up: within 1 business day.
  • Damage claims: acknowledged in 24 hours, resolution decision within 5 business days.

No phone line at launch, and no fake "24/7 support team" claims. One owner, one inbox, answers within a business day — we'd rather promise that and keep it.

Refunds are issued to the original payment method. This page is policy summary; the governing Terms of Service live at /policies. (Final-sale and importer-of-record language pending compliance legal review — TODO.)