Shipping policy
1. Overview
Every Mule Gear unit is built-to-order. Because each product is laser-cut, CNC-bent, and fabricated specifically for your truck model, shipping occurs only after fabrication, finishing, and quality inspection are complete.
All orders are processed in the order they are received. Typical lead time is 4–8 weeks, depending on production volume, finish options, and component availability. This timeframe is an estimate only and not a guarantee. Production or shipping delays do not constitute grounds for cancellation or refund once production has begun.
2. Shipping Methods & Carriers
Orders ship from our facility in Alberta, Canada via common carriers such as FedEx Freight, Purolator, UPS, or Day & Ross, depending on destination and package size.
All shipments include tracking information once the order leaves our facility. Tracking details will be emailed automatically to the address provided at checkout.
3. Domestic & International Shipping
Mule Gear currently ships within Canada and the United States. International customers are responsible for all import duties, taxes, brokerage, or customs fees that may apply upon entry into their country.
Transit times vary by location and carrier. Mule Gear is not liable for delays caused by carriers, customs processing, or events outside our control (e.g., weather, strikes).
4. Packaging & Inspection
Each Mule Gear system is packaged using custom-fit protective materials. We inspect and photograph every shipment before it leaves our facility.
Upon delivery, inspect the package before signing. If visible damage exists, note it on the carrier’s delivery receipt and take clear photos before unboxing. If concealed damage is discovered, report it within 48 hours with supporting photos and your order number.
5. Shipping Damage & Claims
If your product arrives damaged in transit, Mule Gear will work directly with the carrier to file a damage claim. You must retain all packaging materials until the claim is resolved.
Mule Gear reserves the right to repair or replace the damaged component at its discretion. Refunds are only issued if repair or replacement is not feasible.
Failure to report damage within 48 hours of delivery may void eligibility for a shipping claim.
6. Lost or Delayed Shipments
Once an order leaves our facility, carrier handling and transit times are beyond our control. Mule Gear will assist in tracking and locating delayed shipments but is not responsible for loss, theft, or missed delivery attempts once a carrier confirms pickup.
If a package is confirmed lost by the carrier, Mule Gear will open an investigation and, upon confirmation of loss, repair, replace, or refund the order as appropriate.
7. Freight Receiving Requirements
Freight shipments may arrive on a pallet and require a loading dock or forklift for offloading. It is the customer’s responsibility to ensure suitable equipment or help is available at the delivery address.
If redelivery is required due to lack of equipment, an incorrect address, or missed appointments, additional freight charges may apply and are the customer’s responsibility.
8. Installation & Liability Disclaimer
Mule Gear products are not installed or certified by Mule Gear. All installation, alignment, and torqueing are the customer’s responsibility. Mule Gear is not liable for any injury or vehicle damage resulting from installation, removal, or misuse of the product.
Products are not tested or certified for crashworthiness or passenger use and are intended for cargo organization and on-site applications only.
9. Returns & Refunds
Because all Mule Gear units are custom-built, returns are not accepted except under the conditions outlined in our Return & Refund Policy. If an item is damaged in transit or fails to meet the Like-A-Glove Fit or Rattle-Free Guarantee under proper installation, Mule Gear will repair or replace the affected component.
10. Limitation of Liability
To the fullest extent permitted by law, Mule Gear’s liability for any shipping or delivery-related claim is limited to the cost of the affected shipment. Mule Gear is not responsible for indirect, incidental, or consequential damages, including lost time or business.
All disputes related to shipping or delivery will be resolved through binding arbitration in Edmonton, Alberta, under Alberta law.
11. Contact
For shipping questions, claim support, or freight coordination, contact:
info@mule-gear.com