Backwater Hitches offers free ground shipping to anywhere in Canada.

Some restrictions do apply: Shipments to PE, NT, NU,YT or rural areas may require extra shipping charges.

Packaging Damage – Prior to signing for your order please make sure to inspect the Packaging for any signs of damage and mark them on the drivers receipt. If any substantial damage is present that you feel may have affected your item please refuse the shipment and Do Not Sign the Delivery Receipt. Once the order is refused, please contact us promptly at 1-(855)223-9167 and speak to one of our Customer Service Specialists so we can complete the claim and process a replacement order. If the damage to the package is minor and you feel your order has not been affected you can still accept the shipment but make sure to note the delivery receipt with the exact nature of the damage and write on the delivery receipt “Subject to Concealed Damage”.

Concealed Damage – Immediately after receiving your order, open and inspect your item for any signs of “Concealed Damage”. In the event that you encounter any damage contact the carrier immediately to report the damage. The Carrier should be contacted no later than 48 hrs after receipt of the shipment. You will need to retain your copy of the delivery receipt as well as all of the original packaging materials for proper claim documentation. If possible digital photos should also be taken to further support any claims.Please contact us promptly at 855 223-9167 and speak to one of our Customer Service Specialists so we can complete the claim and process a replacement order.

SHIPPING / DELIVERY TIME

Our in-stock items usually ship within 2 business days from our warehouse located in and around Canada. Please allow an additional 1-6 business days for delivery to your door (depending on location). Most of the items we sell are in stock, however some custom made products might require special order and more time for delivery. Multiple items may ship from different warehouse and have different shipping times. We will inform you of cases like this and give you different tracking numbers for the items.

Please note that delivery time is only an estimate, if there is an unexpected delay, our customer service representatives will notify you by phone or email for an opportunity to keep your order or cancel for a complete refund.

OUR COURIER PARTNERS

• FedEx
• Canada Post
• UPS
• Canpar
• Purolator
• Loomis Express

Available shipping method may vary for different type of products.

Back Orders

If an item goes on back order we will ship you the part of your order that is in stock. When the item becomes available we will ship you the rest of your order. You will not be charged any additional shipping and handling for the second shipment. If all the items on your order are on backorder you will be informed or this and the timeframe which these items are expected to come into stock and be received.

TRACKING YOUR PACKAGE??

A tracking number will be sent to your registered email when your order is ready to ship. You can also check for your tracking number from My Account under the Order Status section.

SIGNATURE REQUEST

For security reasons and to protect your valuable purchases, all myprimeauto.ca deliveries will require adult signature. You may request to waive the signature upon placing the order; however, in doing so, you absolve myprimeauto.ca of any responsibility pertaining to lost or stolen items. Please notify our Customer Care Specialists of your desire to waive the signature requirement at the point of purchase over the phone, or immediately after the order is placed online. Please note all packages will be delivered with a signature requirement, unless notified. Backwater Hitches recommends these notifications be done over the phone as requests via email may not be handled before the order is processed. Due to safety and security reasons, signatures may not be waived once packages have been shipped out.

Additional Shipping Fees

An additional administration fee of $12 per package will be charged to the customer in the following situations:

• If you refuse the delivery of your order without providing a prior notification to a Backwater Hitches customer service representative
• If you are unavailable to receive your order, it will be held at the nearest depot for 10 days, during which time you may pick it up. If the item remains unclaimed after the 10 day holding period, it will be returned to Backwater Hitches at the customer’s expense
• If customers miss all delivery attempts from the courier and the package is returned back

*Customers may be required to pay to have their order re-shipped if it has been re-routed back to Backwater Hitches or one of our shipping warehouses.

Returns, Refunds and Exchanges

How to return an item.

Your item must be in its original and unused condition to be returned, unless there is a manufacturer defect. You must return the item within 90 days of your purchase.

1.Please call to request a refund and we will assign you a Merchandise Return Authorization # (MRA ). If no MRA # is given and the items have been shipped back, the return will not be processed and the items will be returned at the customer’s shipping cost. All returns must have and MRA. No exceptions.

1. When issuing the MRA #, we will provide you the address to which the item(s) will be returned to.

RETURN REQUIREMENTS

• We will not be accepting any items that have been USED or INSTALLED
• Make sure the product is in its ORIGINAL condition and returned in its ORIGINAL packaging.
• Ensure the product is returned with all accessories, instructions/paperwork, parts and packaging material that it was sent with.

Please be aware that refunds and exchanges will ONLY be processed after the packages are received and inspected. Backwater Hitches will not compensate for damages incurred during the product’s installation or use or reimburse any labour or installation fees under any circumstances.

For a faster exchange process, Backwater Hitches recommends customers re-order the correct item from our site. Once the MRA is received and approved, we will issue a refund back to your account.

Please allow 3-5 business days for the refund transaction to be completed and an additional 5-7 days for the refund to show up on your statement (times may vary depending on the financial institution).

NON-RETURNABLE PRODUCTS

Some products, including (but not limited to) custom patterned and custom painted items, are not returnable. In the case of manufacturer defect or Backwater Hitches error, these items may be returned for credit. Please review the list of non-returnable product below:

Any items returned brand new or unused may incur restocking fees depending on the manufacturer.

RETURNING DISCOUNTED PRODUCTS

Discount not applicable with returned merchandise; total discount will be deducted from the value of any returned item to which discount applied. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of a discount. Other conditions may apply.

RESTOCKING FEES REPLACEMENT PARTS

Customers requesting replacement parts for products should contact one of our customer service representatives. Many manufacturers provide replacements of missing parts/pieces or damaged/broken parts and can oftentimes ship directly to the customer. If in the event that Backwater Hitches Canada is required to provide the replacement parts on behalf of the manufacturer, you will be charged for their delivery.

RETURNS UNDER WARRANTY

Customers returning items under a manufacturer’s warranty are responsible for any and all shipping fees that may be incurred. Customers wishing to return items outside of Backwater Hitches 90-day return policy must contact the manufacturer for any warranty issues.

DAMAGES & RETURN

Before you sign for your order, please inspect the packaging for signs of damage. If a substantial damage is present, please do not sign the delivery receipt and refuse the order. After you have refused the order, please notify our customer service team immediately at 855 223-9167 to speak to our customer service representatives for a replacement order or a complete refund.