Frequently asked Questions (FAQs)
Ordering & Availability
1) Is the website inventory always available?
Most units listed on TrustyHaul.com are supported by operational inventory. However, availability can change due to allocation and timing. If a specific unit is temporarily unavailable, Trusty Haul may source an equivalent unit through vetted partner companies. If partner sourcing is required, we notify you before dispatch and confirm specifications during order confirmation.
2) Do you operate as a dropshipping business?
No. Orders are not automatically fulfilled or dispatched by a third-party “auto-ship” system. Each order is reviewed by our team to confirm availability, delivery feasibility, shipping cost, and scheduling before dispatch.
3) What does “order confirmation” mean?
Order confirmation is the operational stage where we verify:
- unit availability and allocation
- delivery location feasibility and access constraints
- final shipping cost and delivery schedule
- customer contact confirmation
No shipment proceeds without customer approval of the final delivery arrangement.
4) Can I reserve a unit?
Yes, in many cases. Reservation typically means the unit is allocated to your order and removed from active inventory. Reserved units may have different cancellation and refund rules than non-reserved units. This is explained clearly before allocation is finalized.
5) Can I request a specific specification or configuration?
You can request specification preferences (dimensions, axle type, ramps, etc.). Some requests can be accommodated through sourcing or preparation. If a request results in a reserved or modified unit, refund eligibility may change once allocation or work begins.
Pricing & Quotes
6) Does the listed price include shipping?
In most cases, the listed price reflects the unit price. Shipping is calculated separately because heavy equipment delivery varies by distance, weight, route access, and scheduling.
7) Why don’t you offer a fixed shipping rate?
Fixed freight pricing is not realistic for heavy equipment. Shipping costs depend on real-world variables such as delivery distance, route access, unit dimensions, handling requirements, and scheduling constraints. Trusty Haul calculates shipping per order and confirms the final cost with you before dispatch.
8) Will shipping costs change after I place an order?
We only proceed once you approve the final shipping cost. If factors change (address changes, access limitations, scheduling changes), the shipping quote may need to be updated. We do not dispatch without your agreement.
9)Do you offer discounts?
Pricing may reflect market conditions, unit condition (new vs used), and availability. We avoid exaggerated or unrealistic discount claims. Final pricing is confirmed during order confirmation and reflected in your order documentation.
Shipping & Delivery
10) Who delivers my order?
Final delivery is coordinated by Trusty Haul in alignment with the customer. We plan delivery based on feasibility, schedule availability, and access requirements.
11) What are your delivery timelines?
Delivery timelines vary by distance, access, and unit availability. Typical estimates are:
- Best case: 5–7 business days
- Average: 7–14 business days
- Extended cases: up to 21 business days
These are estimates, not guarantees, because freight conditions can change.
12) What can cause delivery delays?
Common factors include:
- weather and road restrictions
- scheduling conflicts at the delivery location
- route access limitations (rural access, steep terrain, narrow entry)
- partner sourcing allocation time (if required)
- compliance or verification checks for high-value orders
13) What do you need from me to complete delivery smoothly?
We need:
- an accurate delivery address
- a reachable phone number
- disclosure of access restrictions (gates, terrain, limited space, restricted hours)
- someone available to receive delivery or an authorized representative
14) What happens if I miss a delivery appointment?
If delivery fails because the address is incorrect, the customer is unreachable, or access restrictions were not disclosed, rescheduling may result in additional transport costs. We explain these costs before taking further action.
Payments & Security
15) What payment methods do you accept?
We accept payment methods shown at checkout and, for certain high-value orders, bank transfer/wire may be required. The method available can depend on order value and verification needs.
16) Why might you request verification?
Heavy-equipment transactions are high-value and are a common target for fraud. We may request basic verification to protect customers, reduce unauthorized transactions, and prevent chargebacks. Verification is used to protect legitimate buyers and maintain operational integrity.
17) Do you store my card information?
As a rule, we do not store full card numbers on our servers. Card payments are handled through secure payment processing systems. We may retain limited transaction references for recordkeeping and support.
Returns, Refunds & Disputes
18) Do you accept returns?
Returns may be accepted, but they are not automatic because freight returns require coordination and cost assessment. Eligible return requests are reviewed case-by-case.
19) Can I cancel my order?
Yes, and eligibility depends on the stage:
- Before dispatch: generally refundable, subject to reasonable incurred costs
- After dispatch: freight costs are typically non-refundable; return feasibility is assessed case-by-case
20) How long do refunds take?
Once approved, refunds are processed within 7–10 business days, and your bank or card issuer may take additional time to reflect the funds.