Store Policies
Returns, Refunds & Warranty Policy
Once an item has been installed in to an application/vehicle, it is no longer eligible for return. All returns must be made within 30 days of delivery date. Returns requested after this window cannot be processed. Upon approval, a return authorization (RMA) number will be issued. Returns are subject to a restock fee of 20% and shipping charges. In cases where items are returned in exchange for an alternative product, the 20% Restock fee will be waived. All items must be returned within 5 days of RMA approval. All items returned to Suburban Auto Seat Co, Inc. will be examined by our warehouse manager. In order to receive credit for your return the items:
- The RMA number must be clearly visible on all returned items. Upon receipt of RMA number, simply ship the package back to Suburban Auto Seat Co, Inc.
- Returns received without an approved Suburban RMA (Return Material Authorization) number will not be eligible for credit or refund, and will be offered to be returned to the customer at their shipping expense.
- All returned items must be returned in new, ready to sell condition with all original packaging, paperwork and parts included. (If product is not in new condition, or does not meet our return conditions, we may not be able to issue credit.
After we accept your return, the credit card originally used to place your order will be credited for the purchase price (and sales tax), minus any applicable shipping charges and restocking fees. Customers are responsible for all shipping costs to return an item unless item arrived damaged. All custom/special orders cannot be returned or canceled as well as closeouts & items marked as non-returnable.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
Non-Returnable Items:
- Any items that have been installed in to a vehicle/application
- Custom-Made items
- Special-Order items
- Closeouts or On-Sale items
- Promotional items or discounted items (verbal or coupon codes)
- Items re-sold to a third party
- Items that need insurance coverage on shipping
- Items shipped outside of the continental US
- Fragile items (MotoMirror, RoadWatch, Electronics)
- Any items explicitly marked as non-returnable
Acceptable Returns:
- Product doesn't work in the application (20% restocking fee applies if purchased without consulting Suburban for application assistance prior to purchase)
- The customer ordered the wrong product or did not like the product (20% restocking fee applies)
- Wrong item shipped
- Product didn't match the website or catalog description
- Defective product
- Damages in transit
Brands Who Handle Warranties Directly
Some brands we carry prefer to handle warranty issues directly. Please contact the brand directly if you have a warranty issue with products from one of the following:
| CVG: | |
| National: | National Warranty |
| Bostrom: | Bostrom Warranty |
| Motomirror: | MotoMirror Warranty |
| Roadwatch: | RoadWatch Warranty |
| KAB seating: | KAB Seating Warranty |
| Sprague: | Sprague Warranty |
|
Other Brands: |
|
| Sears Seating: | Sears Seating Warranty |
| Isringhausen: | Isringhausen Warranty |
| Seats Inc: | Seats Inc Warranty |
| Grammer Seating: | Grammer Warranty |
| Knoedler: | Knoedler Warranty |
| Brigade: | Brigade Warranty |
| Freedman: | Freedman Warranty |
| HSM: | HSM Warranty |
| Engineered Sleep: | Engineered Sleep Warranty |
| HO Bostrom: | HO Bostrom Warranty |
Custom/Special Orders
All orders must be prepaid prior to shipping. This applies to items in-stock as well as special ordered and custom-ordered items. All custom/special orders cannot be returned or canceled as well as closeouts, international shipments, & items marked as non-returnable.
Damaged Shipments
Once the product leaves our facility, it is the carriers’ responsibility to deliver it in good condition. It is the buyers’ responsibility to inspect the product for damage upon receipt for any and/all orders, prior to accepting it from the carrier.
If a product has sustained damage in transit, the buyer is to note the damage details on the carrier’s receiving paper work. A copy of this paperwork, along with photos of the damaged item need to be submitted to Suburban within 24 hours of receipt. Failure to do so may result in loss of eligibility for replacement, return, credit or refund.
If an item is “refused” and returned to Suburban, the item will be inspected upon arrival. Shipping and handling charges may apply if the above documentation is not present and/or no damage is present.
Shipping & Pick-Up
Suburban Seating ships worldwide through a network of carriers to ensure the best service and price for our customer. Domestic shipping within the continental US for items in our online store varies by item. Please visit the individual product pages to see the corresponding charges for your product interest.
To ensure proper delivery, and for the protection of our clients, all orders are shipped with a signature required upon delivery. If the receiver does not sign for delivery of the package by the 3rd delivery attempt or if the package is not picked up from the local access location within the carrier's specified allotted time frame, the package will be returned to Suburban Seating & Safety and the return policy will apply.
Please contact our customer service department for shipping charges on all products outside of our online web store, shipping outside of the continental US, and bulk order shipping. We cannot ship to a P.O. Box.
All orders received by 1:30 PM EST for in stock items will ship same day. Orders received after 1:30 PM EST for in stock items will ship the next business day. All urgent orders for in stock items will ship same day as long as our trucks haven't picked up for the day. All lead times listed on our site for out of stock items are estimates and do not include travel time from our location to yours.
We are here to meet your urgent needs! If you need an order expedited, please contact our customer service department and we will process your order accordingly. Please note: once guaranteed deliveries have been picked up by the carrier, it is the carrier's responsibility to deliver the items on time. Once a shipment is processed, the product is in the hands of the carrier and delivery time is determined by their schedule. We strive to provide accurate shipment timelines based on information provided by the carrier, but Suburban Seating & Safety cannot guarantee delivery time once it leaves our door. Please contact the carrier on your receipt for delivery status using the tracking number provided. Please contact customer service should you need your tracking number.
At the customer's request, we will gladly make arrangements for redelivery or change of address with our shipping carriers when possible. Each carrier has different rules and fees regarding changes to a shipment. Customers requesting these changes after the product has been shipped will be charged the associated fee and in some cases may be responsible for contacting the carrier directly to arrange changes to the delivery.
The Freight quote that has been provided is based on and charged according to the shipping location information provided by the customer. Should the information provided by the customer prove to be inaccurate or should modifications be made, he or she is responsible for and will be charged any additional freight or shipping costs associated with that shipment. This includes but is not limited to: Re-delivery charges, Residential Delivery charges, Delivery Appointment fees, Lift Gate charges and/or customs fees. Once a shipment is processed, the product is in the hands of the carrier and delivery time is determined by their schedule. We strive to provide accurate shipment timelines based on information provided by the carrier, but we cannot guarantee delivery time once it leaves our door. Please contact the carrier on your receipt for delivery status using the tracking number provided. Please contact customer service should you need your tracking number.
Orders held for customer pick-up will be stored for 2 weeks from the date on your invoice. After 2 weeks, the order will be shipped to the customer at the customer's expense.
For more shipping information please click HERE.
Order Cancellation
To cancel ANY order (phone, internet, fax, et al.), please contact a customer service representative within 24 hours of placing order, IN PERSON Monday-Friday 8:00am-4:30pm EST at (844) SAS.SEAT. Orders CANNOT be canceled by email or voicemail. If an order is canceled before it has shipped, a 3.5% order processing fee will be assessed.
All custom/special orders, closeouts, international shipments, & items marked as non-returnable cannot be returned or canceled.
Items are ineligible for Cancelation:
- Custom-Made items
- Special-Order items
- Closeouts or On-Sale items
- Promotional items or discounted items (verbal or coupon codes)
- Items re-sold to a third party
- Items that need insurance coverage on shipping
- Items shipped internationally
- Fragile items (MotoMirror, RoadWatch, Electronics)
- Any items explicitly marked as non-returnable
Warranties
All warranty policies are established by the manufacturer. As their authorized distributor, we will process all warranted items originally sold by Suburban Auto Seat Co., Inc. If an item fails during the warranty period, the buyer should contact Suburban Auto Seat and we will replace or repair the product as per the manufacturer’s warranty stipulations. Please note, warranties do not cover products damaged in shipping (see damaged shipments above), modifications, abuse, unintended use, misuse, acts of God, incorrect installation, or any other act not specifically covered resulting in damage to the product.
Sales Tax
Orders shipped within New Jersey will be charged 7% sales tax. If we are provided with a properly completed ST-3, ST-4 or other applicable form, sales tax becomes the responsibility of customer for resale purposes. Sales tax for orders shipped outside New Jersey will not be charged or withheld and is the sole responsibility of the customer.
All site design, graphical user interface, text, graphics, interfaces, and the selection and arrangements thereof, are the property of Suburban Auto Seat Co, Inc and are protected by U.S. and other international copyright laws. Any unauthorized use of the materials appearing on Suburban Auto Seat’s website or printed material is in violation of copyright, trademark and/or other applicable laws and could result in criminal or civil penalties.
All Suburban Auto Seat Co, Inc. trademarks, trade names, service marks and copyrights are proprietary to Suburban Auto Seat Co, Inc and can not be used in connection with any product, service or other website or printed material in any manner without Suburban Auto Seat Co, Inc written permission. All other trademarks, product names, product features and benefits, company names, logos and copyrights are the property of their respective owners.
Suburban Auto Seat Co, Inc. has created this privacy statement in order to demonstrate the firm commitment to the privacy of visitors and customers. The following discloses the information gathering and dissemination practices for the website: www.suburbanseats.com
Cookies
Cookies are used to keep track of shopping cart activity and to deliver information customized to respective customer interests. A cookie is stored only on the customer's respective computer and does not contain any credit card, address, or other personal information. The cookies are not shared with any other company.
IP Addresses
IP addresses are used to help diagnose problems related to server operations. IP addresses are also used to help identify customers, their respective shopping carts and to gather broad demographic information.
Information Use
Individual contact, registration, order, contest, survey and other information collected online from users (including name, address, email, telephone, demographic, vehicle) will not be sold, rented or provided to third parties for any type of use. Suburban Auto Seat Co, Inc reserves the right to use this information to send its users company related information or promotional material. Users are afforded a clear opportunity to opt-out of any email list as outlined in the Suburban Auto Seat Co, Inc. email privacy policy:
Email Privacy Policy
This email privacy policy has been created to demonstrate Suburban Auto Seat Co, Inc firm commitment to your privacy and the protection of your information.
Why did you receive an email from us?
If you received a mailing from us, (a) your email address is either listed with us as someone who has expressly shared this address for the purpose of receiving information in the future ("opt-in"), or (b) you have registered or purchased or otherwise have an existing relationship with us. We respect your time and attention by controlling the frequency of our mailings.
How we protect your privacy
We use security measures to protect against the loss, misuse and alteration of data used by our system.
Sharing and Usage
We will never share, sell, or rent individual personal information with anyone without your advance permission or unless ordered by a court of law. Information submitted to us is only available to employees managing this information for purposes of contacting you or sending you emails based on your request for information and to contracted service providers for purposes of providing services relating to our communications with you.
How can you stop receiving email from us?
Each email sent contains an easy, automated way for you to cease receiving email from us, or to change your expressed interests. If you wish to do this, simply follow the instructions at the end of any email.
