Hanna Trailer Supply Policies
Customer Satisfaction:
Your satisfaction is very important to us. We strive to offer superior quality products, shipped in a timely matter, for an outstanding value. All of our items are brand new, unopened, and in the original packaging. All items are authentic with original manufacturer tags.
We strongly encourage all customers to contact us before ordering if you have any questions. We have found that customers who contact us with their questions, prior to ordering, are typically more satisfied with their purchase. Please see our contact page.
Payment:
We prefer that customers pay for merchandise via: MasterCard, Visa, Discover or American Express. We also accept PayPal transactions. We require you to provide the billing address associated with your credit card if you choose to pay with a card. Your billing address is the address where you are receiving the statements for your credit card. For your order to be approved when shopping online, the billing address has to match this address since it is the registered address on the card.
Coupons:
Special coupon offers and online discounts do not apply to all products on the website. Excludes trailers, RV and camper trailer, consignment sales, plows, salters, generators, appliances, RV covers, special orders and clearance items. Hanna Trailer Supply reserves the right to exclude additional items from any coupon offer. Limit one use per coupon per customer.
Shipping:
**PLEASE NOTE! All shipping carriers have been experiencing delays due to COVID-19 as well as increased volume.
While we ship all orders as quickly as possible, we cannot control shipping delays once a package leaves our facility.
Order status updates are available upon request. Please email us at cs@hannarv.com with any questions that you may have about your order.
We pride ourselves on our quick shipping time. We ship Monday through Friday excluding holidays. Our cut off time for shipping the same day is Noon CST. If you order after the cut off time, that order may not ship same day. If the item or items ordered are located at one of our distributor's warehouses, please allow an additional one to three days handling time to prepare your package for shipment. Please call 414-762-7950 in advance for item availability before selecting an expedited shipping option.
Not all orders are shipped from our shipping department in Oak Creek, WI, as some parts are shipped directly from the manufacturer or distribution warehouse. In those cases, there will be an extra couple of days before we receive the shipping receipt which includes the tracking number. So, you may actually receive the package before we receive the tracking number. There is a minimum of 2-3 business days handling time from the time of purchase before an order status update will be available. Once we have shipping confirmation, you will automatically receive your tracking information via email. Please note that tracking numbers may take 24-48 hours to become active when you receive our email, so please allow time for the system to update. Once your item has been shipped, Hanna Trailer Supply cannot cancel the order, change the shipping address or recall the package.
Shipping Options:
We offer UPS shipping, including Ground, 3 Day Select, 2nd Day Air, and Next Day Air. Some orders are drop shipped from various manufacturers and distributors. If an order is being drop shipped, it may be shipped by a different carrier than the one you choose: this is beyond our control. Please let us know if your order must be shipped by a certain carrier. If an item is shipped by a Freight Line, sometimes they need to contact you to set up delivery, so they must have a good phone number for you. Any additional services requested from the freight company, such as a lift gate, may result in additional charges that you are responsible for. If they cannot contact you, and an order is returned to us, you are responsible for all freight charges incurred! Please be advised the transit time starts the day after we ship the product.
Returns Policy:
If your purchase was delivered within the last 30 days, we will accept a return. Customer is responsible for paying the return shipping charges. When we receive the returned item, we will issue you the appropriate refund. Refunds will be processed within 3 business days after we receive the returned package. Refunds are credited back to the original credit card used for your purchase through our online credit card processing company, Authorize.net, or through PayPal, Amazon or eBay.
If you do not keep any items or make a new purchase, a 20% restocking fee may be deducted from the purchase price when your returned item is received and your refund is processed. The product must be returned in the original/undamaged packaging and must be in new, unused condition. If upon inspection the item is deemed to have been used or if the item or packaging is damaged in any way, further fees may be deducted from your refund as we will no longer be able to sell the item as new if returned in this condition.
Returns Address:
Hanna Trailer Supply
Attn: Returns
7575 South Howell Avenue
Oak Creek, WI 53154
Package Tracking And Lost/Stolen/Damaged Package Claims:
Packages shipped directly from Hanna Trailer Supply will be issued a tracking number from the selected carrier (Fed Ex, UPS or US Postal Service), and an email will automatically be sent to the customer to confirm the shipment including the tracking number as soon as the shipping label has been printed. Please note that tracking numbers may take 24-48 hours to become active when you receive our email, so please allow time for the system to update. Tracking numbers for drop ship packages from other distributor locations will not be immediately available, but will be supplied to the customer when available upon request. Hanna Trailer Supply assumes no further responsibility for the delivery of any package after the package has been scanned and picked up by the carrier. All items are in new and ready to use condition prior to pick-up of the package for delivery.
For US Postal Service packages: Any lost packages, packages which are believed to be stolen, packages with a tracking status delivered but never received by the customer, items which were damaged during shipment, or packages not delivered within the US Postal Service 15 day Priority Mail window, please notify a Hanna Trailer Supply customer service representative and ask them to file a claim with the carrier on your behalf to investigate the situation, recover the package or dispute any damages to the product. Please contact the US Postal Service Consumer Affairs Department by calling 800-275-8777 or you may contact your local post office prior to requesting a lost package claim, as they may have more information about the location of your package and the reason for delay. USPS requires a waiting period of 15 days before a lost package claim may be submitted, and Hanna Trailer Supply has no control or ability to change the policies of the US Postal Service.
For UPS packages only: Any lost packages, packages which are believed to be stolen, packages with a tracking status delivered but never received by the customer or packages damaged during shipment, please contact the Internet Sales department at Hanna Trailer Supply by email at cs@hannarv.com and ask them to file a claim with UPS to investigate the situation or to dispute any damages to the product. Prior to filing a claim, please contact the UPS Domestic Customer Service line at 800-742-5877 for further assistance in tracking your package to confirm it is indeed lost.
These claims can take some time to be resolved, but Hanna Trailer Supply is not responsible for any investigation/claim being conducted by the carrier. If you require a new product from Hanna Trailer Supply prior to the completion of the UPS or USPS claims process, every customer has the option to place a new and completely separate order for the same product, and the new package will be packed and shipped as soon as possible. Refunds will be issued by Hanna Trailer Supply only upon confirmation of payment from the carrier for your individual claim.
California Proposition 65
Many of the products that we sell contain chemicals known to the State of California to cause cancer and birth defects or other reproductive harm. For more information on Proposition 65, click here.
Privacy Policy:
Your privacy is taken very seriously here at Hanna. Any information our customers share with us is kept in total confidence. We never share customer information with anyone. Hanna will only release account information when we believe, in good faith, that such release is necessary to comply with the law, enforce or apply the terms of any of our user agreements or protect the rights, property or safety of Hanna, our users, or others.
We are committed to protecting your privacy. We use the information we collect about you to process orders. When you order, we need to know your name, e-mail address, mailing address, credit card number, and expiration date. This allows us to process and fulfill your order and to notify you of your order status. We occasionally send out e mail newsletters to our customers, you can opt out of this at any time.
How We Protect Customer Information:
When you place orders or access your account information, we offer the use of a secure server. The secure server software encrypts all information you input before it is sent to us. Furthermore, all of the customer data we collect is protected against unauthorized access.
Trailer Sales:
Online trailer purchases will be charged a 2% credit card processing fee. If you purchase a new trailer using cash or check, you will not be charged the extra 2%. Give us a call at 414-762-7950 if you wish to purchase your trailer with cash or check. We can hold a trailer up to a week with a $100 credit card deposit over the phone.