If you need to return a product, please call us at 865-392-1900 or email us at Jay@rockytopcustomz.com within 30 days of receiving your order. Products (including packaging) must be returned in new, resalable condition. A Return Merchandise number will be issued and must be used in order to process the return. Some products can not be returned – see the list of non-returnable products by clicking here.
If we sent you a different product from the one you ordered, or a defective item, please contact us within 30 days of receiving your order. We will replace the product and process your return at no charge. If for any other reason you need to return an item, you are responsible for all return shipping charges. Please check all merchandise for damage or defect when you receive your order, and before the item is used or installed.
In the case a replacement product will be sent to you, we will send you a UPS Return tag to return the incorrect/defective product back to us. Otherwise, when shipping an item back to us, we recommend using a shipping method that offers signature confirmation, tracking, and insurance, as we are not responsible for lost or damaged packages.
Return merchandise packages should be shipped after contacting our returns department per the above instructions to our returns address below:
Rocky Top Customz
11205 Outlet Drive
Knoxville, TN 37932
In the event of a defect that occurs outside our return policy, but within the manufacturer warranty, please contact the manufacturer directly to process your return.
The manufacturer will have sole determination of the outcome of the claim.
If your return has not been processed within 3 weeks, please contact us so we may check the status of your return.
For orders shipping to United States, PR, GU, VI, APO/FPO, or Canada, returns will only be accepted within 30 days of the customer receiving the product, and ONLY if a Return Merchandise number has been issued. Rocky Top Customz reserves the right to refuse any package returned to us without authorization.
Returns will be processed within ten (10) business days of receipt (not including weekends, holidays, and the day the package is delivered). Refunds will be issued back to the original form of payment. If the original form of payment is no longer valid, the refund will be issued in the form of store credit applied to your Rocky Top Customz account. Store credit is not redeemable for cash.
Customers are responsible for all return shipping charges unless they receive an incorrect (we shipped the wrong product) or defective item.
When shipping an item back to us, we recommend that you use UPS, FedEx or any other carrier that offers signature confirmation and insurance, as we are not responsible for lost or damaged packages. Only the signature of a Rocky Top Customz employee will suffice as proof of delivery. The customer agrees to bear all shipping and insurance charges, and all risk of loss during return shipment.
We will not accept a return of an item that is damaged or defective if it has been used/installed please inspect all orders as soon as you receive them and contact Rocky Top Customz within 72 hours.If the product is damaged during shipment, Rocky Top Customz will replace the product at no charge.
In the case a replacement product was sent, we will send you a UPS return tag to return the product back to us. If the original item is not returned within 30 days the customer will be responsible for the cost of the replacement item that was sent.
If any component of the returned product is missing, we reserve the right to reject the entire return or impose additional charges for replacement of the missing component(s). The condition of the product will be determined at our discretion. Products sent back with damaged or missing packaging will be refused or returned to you at your expense. There are certain items that cannot be returned. For a list of those products, please see "Non-Returnable Products" below.
Installation costs will not be covered by Rocky Top Customz for any returned product.
Rocky Top Customz reserves the right to change or amend the return policy and procedures at any time without notification.
For orders shipping to United States, PR, GU, VI, APO/FPO, or Canada, If you receive a defective product please contact us within our 30 day return policy period, and we will process your return free of shipping charges. Contact Rocky Top Customz to process your return.
In the event of a defect that occurs outside our return policy, but within the manufacturer warranty, please contact the manufacturer directly to process your return. The manufacturer will have sole determination of the outcome of the claim. As a courtesy to our customers, Rocky Top Customz will be happy to try to facilitate a thorough review of the claim, but we have no final say in the decision made by the manufacturer (i.e. approvals, denials, fees, etc.).
Rocky Top Customz is not responsible for any labor costs which occur as the result of the installation of wrong or defective parts.
Some items may require pictures or a shop report to have a return merchandise number issued.
We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
If you receive an item that has been damaged in shipping, please call us within 72 hours of receipt and we will have a new product sent to you, and initiate a UPS claim for the item.
Please hold on to the original packaging and packing material because UPS, in most cases, will need to inspect the items. A UPS representative will contact you to set up a convenient time to inspect and pick up the package for return. If UPS does not come to inspect the package, or does not take it with them when they do come - please call us, and we will send you a UPS Return tag to send the damaged product back to us.
If you have not received your order even after the tracking shows it was delivered, contact us within 15 business days to start a UPS tracer.
If you return a product without first contacting our Returns Department at Rocky Top Customz for a Return Merchandise number, it will take up to 3 weeks to be processed and we may charge you a 10% restocking fee at our discretion.
If your unauthorized return has not been processed within 3 weeks, please send an email to Rocky Top Customz.
Packages will be returned to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, are not picked up from a UPS facility, or if the recipient refuses delivery. All packages returned to us for the above reasons can take up to 3 weeks to be processed. We may charge you a 10% restocking fee at our discretion.
Returns will not be accepted for any of the following items:
For orders shipping to United States, PR, GU, VI, APO/FPO, or Canada, We strongly suggest you call us at 865-392-1900 as soon as possible after placing your order if you need to change or cancel it, as we ship orders out quickly! If you email us, we may not receive them in time to stop the order from shipping out. Please doublecheck that your order details are correct before submitting your order at the “Order Review” step of checkout.
An order that has already shipped cannot be canceled. Please contact us to set up a Return Merchandise Authorization number once your order has been received.
If you need to change the address on an order that has already been shipped via UPS, please call us.
There will be a fee of $10 per package to reroute the order while in transit.
Orders shipped via USPS cannot be changed while in transit.