Because most of our products are hand-crafted and made to order, returns and cancellations require careful consideration. We aim to be kind and reasonable while also being transparent about what is and isn’t possible for custom, high-value items.

Order Changes & Cancellations

Any custom specifications or changes to a Serg Supply product must be added in the Order Notes upon placing the order. Orders may be changed or cancelled only if production has not yet begun. If a request is made to change or cancel an order after production has begun but before shipment, a 25% restocking fee will apply to reflect labor and materials already committed.

Orders may be cancelled only if production has not yet begun. Production is considered to begin once work is performed specifically for your order, including but not limited to custom drafting, engineering, or schematic preparation for customer review.

Orders that include custom design or engineering work are non-cancellable once that work has been initiated. Orders cannot be cancelled after shipment.

Cancelling or changing orders of third-party products are subject to approval, and only if the product has not yet been shipped.

Returns & Exchanges

Most of our products are made to order and are not eligible for standard returns or exchanges.

Due to the size, value, and customization involved, all return or exchange requests are reviewed on a case-by-case basis.

Custom or custom-designed items are not eligible for return, as they are built specifically for your vehicle and configuration.

If an exchange is approved for a high-value item, return of the original product will be required before or during shipment of the replacement.

If an issue arises due to a defect or damage (see below), we will work with you to determine the most appropriate resolution.

Refunds

Refunds are not offered on made-to-order products.

If an issue arises due to a verified defect or damage (see below), we will work with you to determine the most appropriate solution.

Shipping via LTL Freight

Delivery timelines for LTL freight cannot be guaranteed and may be affected by weather, carrier routing, or scheduling changes.

LTL shipments are only eligible for damage coverage if they meet the inspection and reporting requirements outlined in our Shipping Policy.

Customers are responsible for following delivery inspection procedures at the time of delivery. Failure to do so may void eligibility for damage claims.

Shipping via UPS, USPS, or FedEx

Shipments sent via standard carriers are subject to the carrier’s policies and limitations.

Once a shipment is in transit, carriers often do not allow address changes, delivery holds, or rerouting.

Damages

Serg Supply stands behind the quality of our hand-crafted products and is committed to repairing or replacing qualifying items when damage or defects occur.

If your product arrives damaged, defective, or does not fit as intended, please contact us at contact@sergsupply.com within 14 days of delivery.

To ensure eligibility for LTL damage coverage, customers must follow the inspection and reporting steps outlined in our Shipping Policy and LTL Freight Shipping Guidelines.

We take a proactive approach to resolving issues and want to ensure your product arrives in excellent condition and performs as intended.

Incorrect Products & Fitment Issues

Customers are responsible for confirming vehicle year, wheelbase, roof height, and configuration compatibility before ordering.

Fitment guidance is advisory only and based on customer-supplied information; compatibility cannot be guaranteed without direct vehicle inspection.

For products that include customer-specific diagrams, drawings, or schematics, approval of the final design constitutes confirmation that all dimensions, configurations, and vehicle details are correct.

Products ordered incorrectly or that do not fit due to customer-provided information are not considered defective.

That said, we want every order to work as intended and will do what we reasonably can to assist when issues arise.

Exchange requests due to ordering or fitment errors are reviewed case by case. Because many of our products are high-value and made to order, approved exchanges may require the original item to be returned using a prepaid label.

Replacement items will ship once the return is received and following inspection, depending on the item’s value and condition.

Condition Requirements

Returned items must be unused, uninstalled, and in original condition to be eligible for exchange.

Items showing signs of installation, modification, or damage may not qualify for return or exchange.

Our Commitment

We understand that ordering custom van products is a significant investment. Our policies are designed to balance flexibility with fairness, allowing us to provide consistent, high-quality work while keeping pricing sustainable for everyone.

If you have questions about fitment, configuration, or compatibility, we strongly encourage reaching out before ordering at contact@sergsupply.com. We’re always happy to help!

WARRANTY POLICY

Serg Supply Products

Our unwavering commitment to outstanding customer service and product support is the cornerstone of our reputation and we stand behind the quality of our products and services with a 12 month limited warranty on all Serg Supply products. This warranty will cover any defects in workmanship or material under normal use. Any modifications to the products after they have left Serg Supply will void the warranty. During this time, Serg Supply will repair or replace products or parts at no charge to the customer if it proves to be due to a defect. If damage or failure occurs due to excessive or improper use of the product it will not be covered under the 12-month warranty. The warranty is applicable to the original owner only and is not transferrable. 

Any third-party items offered by Serg Supply will be subject to the manufacturer warranty. Please inquire for more information of specific products.

Serg Supply Installations & Builds

Serg supply will guarantee proper fitment and function of all installed products for 12-months after vehicle pickup date. This warranty covers any defects, improper assembly, damage from regular use, or craftsmanship issues. The customer will be expected to return the vehicle to a Serg Supply installation facility for the repairs to take place. This warranty also covers proper function of electrical and plumbing systems installed.

Serg Supply is not liable for compensating travel expenses, lodging, meals, or other associated costs with warranty repair service. 

Descripción general

Esta política se implementa para brindar protección al comprador, al vendedor y al transportista cuando los pedidos son lo suficientemente grandes como para enviarse a través de un servicio LTL (menos de un camión completo).

Precios

Nosotros nos hacemos cargo del envío en casi todos los casos, con excepción del acceso limitado u otros cargos asociados con su ubicación que se agregan a la guía. El envío no es gratuito a Alaska, Hawái o Canadá/México. Si bien cubrimos la mayor parte del costo de envío, se facturarán los cargos adicionales o las tarifas arancelarias/aduaneras.

Seguro

Se paga la cobertura del seguro por cada envío. Para presentar una reclamación al seguro, el cliente debe fotografiar los daños antes y después de desembalar el palé desde todos los ángulos. Estas fotografías, junto con un informe detallado de los daños, serán fundamentales para presentar una reclamación. Si se puede presentar una reclamación con éxito, Serg Supply comenzará a reproducir los artículos dañados para enviarlos de vuelta al cliente. Los artículos reemplazados se entregarán dentro del plazo de entrega actual.

Pago

El envío es gratuito para todos los productos fabricados por Serg-Supply. No es necesario recoger el producto el día de la entrega.

embalaje

Serg Supply es responsable de embalar los productos de manera que puedan soportar los rigores del envío. Este embalaje debe incluir cantoneras acolchadas, relleno de espuma, envoltorio de plástico, etiquetas de advertencia y correas para palés.

Entrega a través de UPS, USPS o FEDEX

El envío a través de empresas de transporte estándar implicará que el paquete se encuentra dentro de su política operativa. Si un pedido aún no ha llegado, se ha retrasado o necesita un cambio de dirección, las empresas de transporte no nos permitirán realizar cambios ni ajustes. Al seleccionar el envío a través de UPS en particular, Espere 2-3 días adicionales del tiempo de tránsito, ya que hemos visto que sus tiempos de envío generalmente no son precisos y a menudo se retrasan.

Los envíos estándar se empaquetan con más cuidado que los envíos LTL, pero no es raro que se produzcan daños. Fotografíe todo el paquete por todos sus lados. Antes y después de abrir. Las reclamaciones por daños durante el envío a través de UPS suelen ser estrictas y no tienen éxito. Por lo general, no cubren los daños en su pedido a menos que se registre documentación detallada de su paquete antes y después de abrirlo.

Tiempo de entrega a través de LTL

Serg Supply no es responsable de los retrasos en los envíos. El transportista se encarga de todo el envío. Serg Supply será responsable de ayudar en la entrega si se requiere coordinación, pero no tiene acceso a conductores, despacho ni terminales. La mayoría de las entregas en los EE. UU. se realizan en un plazo de 5 a 7 días, pero los embargos climáticos, la escasez de conductores y la congestión pueden afectar la fecha de entrega. Tenga en cuenta que Serg Supply tiene todos los pedidos que deben programarse para la entrega con el transportista. El cliente es responsable de programar esta cita una vez que el transportista se comunique con él. Si el cliente programa una entrega no inmediata (ejemplo: programar una entrega para dos semanas a partir de su fecha de contacto), el transportista le cobrará al cliente una tarifa de retención.

Les pedimos a los clientes que pospongan sus planes de vacaciones o de salir de la ciudad una vez que comience la producción de su pedido. De esa manera, la entrega se realizará sin inconvenientes. Si no puede contar con una persona presente para la entrega, podemos retener su pedido en nuestras instalaciones por un cargo.

Palets rechazados

Los pallets rechazados generan un cargo diario por almacenamiento que se facturará a su tarjeta registrada. Si su pallet está dañado, anote y documente el daño minuciosamente y acepte el pallet independientemente de su condición.