FAQ - Find answers to your questions

At RigCraftor, we are committed to providing a reliable and efficient shopping experience. Here are the details of our shipping policy, which applies to all orders placed on our online store.

Shipping Costs

1. Delivery charges are calculated according to weight, package dimensions and destination.

Customs Fees, Duties, and Taxes

1. For customers outside of Canada, please note that customs fees, duties, and taxes may apply.
2. RigCraftor is not responsible for covering these fees or delays caused by customs clearance.

Order Tracking

1. Once your order has been shipped, you will receive a tracking number by e-mail. You can track the status of your package via the selected carrier's website.

Delivery Delays or Problems

1. RigCraftor cannot be held responsible for delays caused by circumstances beyond our control (e.g. weather conditions, customs, strikes, etc.).
2. We offer you the option to add shipping insurance at checkout, covering the full value of your product in case of loss or damage due to external factors.
3. If your package is lost or damaged in transit, please contact us at support@rigcraftor.com for assistance.

Questions or Assistance

1. Email: info@rigcraftor.com
2. Phone: +1-855-278-2520

Order Processing Times

1. Orders are processed within 1 to 3 business days of payment confirmation.
2. During periods of high demand (e.g. promotions or holidays), processing may take slightly longer.
3. You will receive a confirmation e-mail including a tracking number once your order has been shipped.

Delivery Options

1. Standard: Economical delivery with estimated lead times of 3 to 7 business days (depending on destination).
2. Expedited: Expedited delivery with estimated lead times of 2 business days (depending on destination).
3. Express: Express delivery with estimated lead times of 1 business day (depending on destination).
4. Local pickup (if available): You can pick up your order at our warehouse located at 2760 Chemin Ste-Anne, Lévis, Québec, Canada, G6J 1H9.

Delivery Zone

1. Canada and United States: Standard, Expedited and Express delivery available.
2. International: Standard and Express delivery available.

At RigCraftor, we understand how important it is for your packages to arrive in perfect condition. That’s why we offer optional shipping insurance on our website to protect your purchases against damage or loss during transit.

How to Subscribe to Shipping Insurance:

1. During checkout on our website, you will have the option to add shipping insurance to your order. This option provides you with additional peace of mind for your purchases.

What Shipping Insurance Covers:

1. Damaged Packages: If your package arrives damaged, the insurance covers the cost of replacement or reimbursement for the product.
2. Lost Packages: If your package is declared lost by the carrier, the insurance allows you to receive a refund or replacement.

How to File a Claim:

1. Report the Issue: Contact us within 7 business days of receiving the package (or the estimated delivery date for lost packages) at support@rigcraftor.com.
2. Provide Required Evidence:

• Photos of the damaged package (if applicable).
• Proof of delivery or tracking information for the package.
• Any other documentation requested by our team.

Claim Processing: Our team will review your request within 7 business days and inform you of the next steps (replacement, refund, or other solutions).

Exclusions:

1. Damage caused by misuse or improper installation of the product.
2. Errors in the delivery address provided by the customer.
3. Products damaged after delivery and acceptance by the customer.

At RigCraftor, we are committed to providing quality products that meet the needs of our customers. If, for any reason, you are not completely satisfied with your purchase, we have a return policy in place to ensure your satisfaction.

Order Cancellation - 24 hours

1. You can cancel your order within 24 hours of your purchase confirmation for a full refund.
2. To cancel an order, contact our customer service department within 24 hours by e-mail at return@rigcraftor.com. After this period, orders will be shipped and the standard returns procedure must be followed.

General Return Conditions

1. Products may be returned within 30 days of purchase. 
2. The product must be in its original, unused condition and in its original packaging. Products showing signs of wear or damage will not be accepted.
3. A receipt or proof of purchase is required to process the return.

Defective Products

1. If the product has a manufacturing defect, please contact our customer service department by e-mail at return@rigcraftor.com within 7 days of receipt of the product to arrange a full refund.
2. In this case, we will cover the cost of return and replacement.

Damaged Products

1. Please note that RigCraftor cannot be held responsible for damage caused in transit.
2. We offer you the option to add shipping insurance at checkout, covering the full value of your product in case of loss or damage due to external factors. 

Return Shipping Costs

1. For returns not related to a defect, the customer is responsible for return shipping costs.
2. In the case of an approved refund, the amount will be reimbursed minus the shipping costs associated with the return.

Returns Process

1. Please contact us by e-mail at return@rigcraftor.com to initiate the return.
2. Follow the shipping instructions we will provide by e-mail.
3. Once the product has been received and inspected, the refund will be processed within 10 business days.

Return Exclusions

1. Customized products are not eligible for return or exchange, except in the case of a manufacturing defect.
2. Sale items may not be eligible for return, unless otherwise stated.

At RigCraftor, we pride ourselves on providing high-quality products designed to last and keep you safe. Our warranty covers defects in workmanship and materials, but excludes normal wear and tear and damage due to misuse.

The warranty period for RigCraftor products is one year from the date of purchase.

Warranty Coverage

1. The warranty covers defects in workmanship and materials that may affect the product's performance. 
2. The warranty applies only to first-time purchasers and is non-transferable.

Warranty Exclusions

1. Damage caused by misuse, abuse, improper installation, or modification of the product is not covered.
2. Normal wear and tear, such as scratches, dents or discoloration, are not covered.
3. Damage resulting from improper storage or exposure to extreme elements is also excluded.

Warranty Claim Procedure

1. To make a claim, please contact our customer service department by e-mail at warranty@rigcraftor.com, providing the following information:

• A detailed description of the problem and damage.
• Proof of purchase
• Photos of the product and damage

After evaluation, if the defect is covered by the warranty, we will offer you a replacement or partial refund at our discretion.  

Limitation of Liability

1. RigCraftor is not liable for indirect, incidental or consequential damages arising from the use of the product. 

We provide a comprehensive selection of safety tools tailored for truckers, including ladders, strap launchers, and more.

All orders are subject to product availability. If an item you ordered is temporarily out of stock, we will notify you promptly, provide an estimated delivery date, or issue a full refund using your original payment method.

Please refer to our list of distributors to purchase our products in-store.

We accept all major credit cards, PayPal, Bank Deposit, Apple Pay, Shop Pay and Google Pay.

If you’re interested in purchasing multiple products, please reach out to us directly.

Service en français +1 418-317-5956

Service in english +1 855-278-2520

Or contact us by e-mail at sales@rigcraftor.com