Frequently Asked Questions (FAQs)
Ordering & Availability
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.
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.
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.
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.
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
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.
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.
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.
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
Final delivery is coordinated by Trusty Haul in alignment with the customer. We plan delivery based on feasibility, schedule availability, and access requirements.
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.
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
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
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
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.
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.
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.
Sales Tax
Sales tax may apply depending on delivery destination and applicable tax rules. If sales tax must be collected, it is added to the order total or invoice. Tax treatment can vary across states.
If you qualify for exemption (for example, resale or certain qualifying entities), you must provide valid documentation before order confirmation or dispatch. If documentation is provided late, tax may still be charged based on legal requirements.
Returns, Refunds & Disputes
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.
Customers may submit a return request within 30 days of delivery for eligible products. This is a return request window, not an automatic approval. Return eligibility depends on dispatch status, unit type, and condition.
The 48-hour window is for reporting delivery/transport damage, not for requesting a return. Freight damage needs prompt documentation to verify the delivery chain and support fair resolution. This requirement does not remove your 30-day return request option.
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
Reserved and custom/modified units may have limited or non-refundable status once allocation or work begins, because they are removed from inventory and costs are committed. This is explained before reservation or customization is finalized.
Once approved, refunds are processed within 7–10 business days, and your bank or card issuer may take additional time to reflect the funds.
Warranty & Condition
Warranty coverage depends on whether the unit is new or used and whether manufacturer warranty applies. Any Trusty Haul limited warranty (if provided) is described in the Warranty Policy and in order documentation where applicable.
Used units may have expected wear and cosmetic marks consistent with used equipment. Condition and material details are confirmed during order confirmation so customers understand what is being purchased before dispatch.
Company & Support
Trusty Haul is the U.S. operating brand of TRUST TARILERS LTD, a UK private limited company incorporated in 2004. U.S. operations are based in Woodland, Washington.
Phone: +1 (509) 906-2376
Email: contact@trustyhaul.com
U.S. Operations Address: 114 Whalen Loop Rd, Woodland, WA 98674, United States
Email support with your order number and a short description. If the matter involves delivery scheduling or damage reporting, include photos and the delivery details. This allows us to respond quickly and accurately.