Shipping policy

Order Processing/Tracking

Tracking numbers are distributed at the time the order ships. We request your patience when placing an online order as we will send tracking as soon as we have it. In our fast-paced modern society, it is difficult to realize at times that orders can only move at the speed of a live person (!). All internet orders undergo the following process:

• Pending: This is the first step in online orders. This means we have received your internet order but have not processed it. Please note that online orders are only processed Tuesday through Saturday and in the order they are received.
• Hold: If there is a problem with the billing information you provided or you provided different billing/shipping addresses, your order will be placed on hold until the issues are rectified. Your order may also be placed on hold if the product is discontinued or on back order. If we do not hear from you or are unable to correct the issues after 7 days, the order will be cancelled and the authorization on the card you provided will be voided.
• Processing: After the information you provided us passes our fraud check we will process your order. If we are out of stock on the product, you will be notified immediately and we will email the manufacturer to determine availability.
• Shipped: Once the product ships or we receive a tracking number from the manufacturer, we will email you the tracking number. Please note that tracking numbers will not immediately work as they must go to the local sorting warehouse before they become active. If it has been several days and the tracking number we provided doesn’t work, please contact us. Certain items drop ship directly from the manufacturer which may extend or shorten the transit time depending on your proximity to the shipping origin. Most orders ship with no signature required, so please make arrangements for a secure location for you product to be dropped off. MULE Expedition Outfitters assumes no liability for lost or stolen products after they are shipped. 
• Drop Shipped: For any items we don’t have in stock, they will be drop shipped directly from the manufacturer. This may extend or shorten the transit time depending on your proximity to the shipping origin. Please note that tracking numbers are not immediately available for drop ship orders and some orders may be delayed. We will contact you by phone or email to inform you of a delayed order. 
• Back Ordered: While we strive to let you know prior to ordering if a product is on back order, it is not always possible to know a manufacturers current stock. If a product is on back order, you will be notified immediately. It is up to you if you’d like to wait for the product or cancel the order.
• Canceled: If the order is determined to fraudulent or is no longer available, your order will be canceled, and we will notify you by email.

Shipping and Discrepancies and Damages

We understand that damages may also occur during shipping. 

• Discrepancies: MULE Expedition Outfitters must be made aware of any and all discrepancies in your order within 15 days of receipt. This includes incorrect part numbers, quantities and colors. MULE Expedition Outfitters will not exchange or replace any item after this 15 day window. If you wait two months to install your part and realize you have the wrong item, it will be too late for us to facilitate an exchange or return.
• Damages: If your product was damaged during shipping, you must either refuse the shipment and/or contact the shipper (ex. FedEx, UPS) within 48 hours of receiving the product. At that time you will need to file a damage claim with the shipper and NOT with us. Please notify us however, and we will do what we can to help process a claim. Products Lost In Shipping: MULE Expedition Outfitters is not responsible for a package that gets lost in shipping. However if the freight company (ex. FedEx or UPS) deems the package as lost, we will ship out a replacement of the same item. Please remember we will only ship out a replacement if the freight company claims it as lost.

Truck Freight Shipments

Please be aware that some items on our website must be shipped truck freight. These items include off-road bumpers, some suspension lifts, rock sliders and other large items that are too large to be shipped regular ground. Shipping prices quoted on our website only include shipping charges to any residential or commercial address in the lower 48 States and may require adjustment once a final shipping cost is determined. We will contact you immediately to advise you of any additional costs and obtain your permission to charge any additional fees. Any additional service you request such as lift gates are not our responsibility and it will be your responsibility to pay any fees associated with it. If the shipping company is unable to get in touch with you, they will charge you storage fees until they are able to deliver it. We will attempt to call and email you to let you know the shipping company can't contact you. 

If you refuse an order for any reason, you will be charged shipping both ways and any storage fees associated with your shipment.

Returns, Cancellations and Exchanges

We strive to provide top quality product and services. If you receive a product other than what you ordered, your order is incomplete or it is damaged, please CONTACT US IMMEDIATELY and we will work with you to remedy the situation. However, please note that we are a small, locally owned company and customer ordering errors, dissatisfaction, no longer wanting a product, or any other reason for wanting to return a product other than a MULE Expedition Outfitters documented error will only be accepted on a case by case basis. Items in the customer's possession for longer than 30 days cannot be accepted for return for any reason. 

RETURNS AND CANCELLATIONS ARE ACCEPTED AND AUTHORIZED ENTIRELY AT THE DISCRETION OF MULE EXPEDITION OUTFITTERS

• MULE Expedition Outfitters accepts no liability for products damaged by misuse, improper installation, or modification. We recommend professional installation for every product sold, and all products are for off-road use only, unless clearly noted otherwise.
• All cancellations, exchanges & returns must be authorized by MULE Expedition Outfitters and a Return Merchandise Authorization (RMA) number must be obtained prior to returning products. Products shipped back to MULE Expedition Outfitters without an RMA will be denied and returned to sender. 
• All order cancellations are subject to a 10% fee; once an item has shipped it can no longer be cancelled.
• All website order returns will be subject to a 15% restocking fee; once 30 days have passed since the item is received the item can no longer be returned. Large items, such those that are shipped truck freight, are subject to a 25% restocking fee and the customer is responsible for shipping charges. 
• Shipping charges are not refundable.
• MULE Expedition Outfitters will not authorize or accept any return item that has been opened, used or modified.
• MULE Expedition Outfitters will never accept a return on electronics, body parts, books or maps, or any special order item.
• Returns and cancellations are accepted and authorized entirely at the discretion of MULE Expedition Outfitters
• Returns and cancellations are for store credit only
• There are no cancellations, exchanges or refunds on any item that is listed as special order. Period.
• Products are covered by the manufacturer's warranty only; settlements of all claims are subject to manufacturer's waiting period to allow inspection of warranted goods. Any labor associated with removing or reinstalling a warranty part is not the responsibility of MULE Expedition Outfitters.