Hanna Trailer Supply Policies
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.
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. For this reason, we are unable to accept prepaid gift cards on our website.
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.
Free Shipping Offer:
On items with advertised free shipping, HannaRV.com pays the cost for the package carrier to pick up and deliver the product at no additional charge to the customer. Upon delivery, the sales transaction has been completed. If you need to return the product after that point, the original shipping cost that HannaRV.com has already paid for the package delivery cannot be refunded and will be subtracted from the original selling price when the refund is processed.
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. Order status updates are available upon request. If you need to cancel an order, notify us as soon as possible, and we will try to stop the order, but that is not always possible. If the order has already shipped, you may refuse delivery on the package or return the item(s) subject to our returns policy. Any original shipping costs incurred by Hanna Trailer Supply in shipping the package to the customer will not be refunded and a 20% re-stocking fee may also be applied. We try to quote accurate shipping prices in our cart, but once in a while, shipping may be more, because of the box size, or other variables. If this is the case, we will contact you before we ship, and let you know, giving you the option to go ahead with, or cancel the order. On all orders that include Free Shipping, the shipping method is via standard ground shipment. Our goal is to get your order to you as quickly as possible, so we sometimes ship via Spee-Dee instead of FedEx, UPS or US Postal Service Priority Mail.
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. 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.
As of 1/2/2014, 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 at 414-762-7950 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.
Returns Policy: 30 Day Money Back Guarantee
Every product we sell is covered by our 30 Day Money Back Guarantee. You have 30 days to return any item from the day you receive the item. Any item being returned due to an error by Hanna Trailer Supply personnel will be granted a full refund. Please email your return request to email@example.com for approval prior to sending back the package. PLEASE DO NOT WRITE ON THE BOX! Any product returned must be in like new condition and contain everything it came with. All items returned must include the original packaging and the original or a copy of the original sales invoice.
On any returns ordered in error by the customer, the buyer is responsible for return shipping and a 20% restocking fee. Items must be returned in the original packaging. Any original shipping costs incurred by Hanna Trailer Supply in shipping the package to the customer will not be refunded. Returns will not be accepted after 30 days. Any other matters in regards to returns that fall outside of these specific guidelines are left up to the discretion of the management and ownership of Hanna Trailer Supply to handle on a per case basis.
On all generators, once used, or after gas has been put into them are Non Refundable. Sales are final on all axles and electrical parts, which are not returnable/non-refundable. Merchandise returned without original packaging and manuals, or merchandise that has been used, and is not in like new condition will incur a 35% restock fee. Sorry, no exceptions! We do not accept merchandise returns after the item has been installed.
All Special Order Parts And Clearance Items Are Non Refundable. Shipping And Handling Is Non Refundable. All Sales Of Axles And Electrical Items Are Final And Non Returnable. No Returns on RV Covers. Sorry, No Exceptions.
Although we do our best to get accurate images of the products we sell, the pictures on our website may not be an exact likeness of the product being sold, please use the product description when making a buying decision. If you are going by the picture, and want to return the product because the picture was not exact representation of the product, the freight will not be refunded. Returns after the 30 day time limit will be handled on a case-by-case basis, and will incur up to a 35% restocking fee.
Once your return has been approved, a refund will be processed within 2 business days after receiving the returned package. Refunds are credited back to the original credit card used in the original purchase transaction through our online credit card processing company, Authorize.net. You will receive an email with your credit card transaction receipt immediately after the refund has been processed.
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 around the country. 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 we offer Free Shipping on an item, Alaska, Hawaii and any area outside of the USA are Not Included in the Free Shipping Area. Some larger orders ship by Freight Lines and an up charge is charged if the order is shipping to a residential address. If there is an up charge, we will call and let you know before we ship your item. 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. On items that include free shipping, we reserve the right to ship UPS, FedEx or US Postal Service.
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.
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.
Our website only assesses sales tax for Wisconsin residents purchasing a trailer. If you are an out of state buyer and you purchase a trailer online, our website will not charge you sales tax. We are required by law to collect Milwaukee County Sales Tax (5.6%) on any trailer that we sell - we need to collect this tax before or at trailer pickup.