Shipping policy

Shipping Policy (Open Road Supply Co.)

Effective Date: [Enter Date]
This Shipping Policy explains how shipping works for (1) Open Road Supply Co. products we ship ourselves (“ORS Products”) and (2) partner products sold through our store via Shopify Collective (“Collective Products”). If you have any questions, email us at info@openroadsupplycompany.com.

1) Order Processing (ORS Products)

Processing time: Most ORS Products ship within 1–3 business days (excluding weekends and holidays).
During high-volume periods (launches, sales, holidays), processing may take a bit longer.

Order confirmation: You’ll receive an order confirmation email right after purchase.
Tracking: Once your order ships, you’ll receive a shipping confirmation email with tracking details.

Address accuracy: Please double-check your shipping address at checkout. If an order is returned due to an incorrect or incomplete address, additional shipping charges may apply to reship the order.

2) Domestic Shipping (ORS Products)

Where we ship domestically: We ship within the United States (including Alaska/Hawaii if available at checkout).
Shipping rates: Shipping rates are calculated at checkout based on location, weight/size, and carrier rates.
Delivery estimates: Delivery times vary by carrier service and your location; estimated delivery windows may be shown at checkout, but are not guaranteed.

Carrier selection: We ship using major carriers (e.g., USPS/UPS/FedEx) depending on package size and destination.

3) International Shipping (ORS Products)

We currently offer international shipping for ORS Products to select countries. Available destinations will show at checkout once you enter your shipping address.

International Rates

  • International shipping rates are calculated at checkout based on destination, package size/weight, and carrier rates.

Duties, Taxes & Import Fees

  • Duties, taxes, and import fees are not included in your order total at checkout.

  • Any customs fees are assessed by your country and are the customer’s responsibility upon delivery.

  • If a shipment is refused due to unpaid duties/taxes and is returned to us (when return-to-sender is available), any recoverable refund may be reduced by return shipping costs and/or related fees.

International Returns

  • International orders are not eligible for returns or exchanges.
    Please review product details carefully before purchasing.

Delivery & Customs Delays

International delivery timelines can vary and may be impacted by customs processing. ORS is not responsible for delays caused by customs, local carriers, weather events, or other circumstances outside our control.

4) Shopify Collective Products (Partner-Fulfilled Orders)

Some items on our site are sold through Shopify Collective and are fulfilled by the brand partner (the “Partner Brand”), not by Open Road Supply Co.

Fulfillment & Shipping Terms

  • Shipping costs, processing times, carriers, and delivery timelines for Collective Products are set by the Partner Brand and may differ from ORS Products.

  • Any shipping estimates shown are provided by the Partner Brand and can vary.

Tracking

  • You’ll receive tracking information once the Partner Brand ships your item(s).

Multiple Shipments

If your order includes both ORS Products and Collective Products (or items from multiple Partner Brands), you may receive multiple shipments with separate tracking numbers.

Returns & Exchanges (Collective Products)

  • Collective Products are subject to the Partner Brand’s return/exchange policy, not ORS’s.

  • Return windows, restocking fees, and eligibility rules vary by brand.

  • If you need help identifying the correct return process for a Partner Brand item, email us at info@openroadsupplycompany.com and include your order number.

Damaged, Missing, or Incorrect Collective Items

If a Collective Product arrives damaged, missing, or incorrect, contact us at info@openroadsupplycompany.com within 7 days of delivery with:

  • Order number

  • Photos of the item and packaging

  • A short description of the issue
    We’ll help coordinate next steps with the Partner Brand.

5) Split Orders & Mixed Carts (ORS + Collective)

When an order includes multiple product types:

  • ORS Products ship from ORS.

  • Collective Products ship from the Partner Brand(s).

  • Shipping charges may appear as separate line items or combined at checkout depending on fulfillment sources and shipping rules.

  • Delivery dates may differ between packages.

6) Shipping Issues & Exceptions

Lost Packages / Marked “Delivered”

If tracking shows “Delivered” but you don’t have the package:

  1. Check around your delivery location (porch, side door, garage)

  2. Ask household members/neighbors

  3. Contact the carrier with your tracking number
    If you still need help, email info@openroadsupplycompany.com. We’ll do our best to assist, but ORS is not responsible for packages confirmed delivered to the address provided.

Returned to Sender / Undeliverable Packages

If a package is returned due to an incorrect address, refused delivery, or failure to pick up:

  • You may be responsible for reshipping costs, and any refund issued may be reduced by shipping/handling fees (where applicable).

Damaged in Transit (ORS Products)

If an ORS Product arrives damaged, email info@openroadsupplycompany.com within 7 days of delivery with photos of:

  • The product damage

  • The outer box/package

  • The shipping label
    We’ll work with you on a resolution.

7) Contact Us

For any shipping questions, please reach out:
info@openroadsupplycompany.com
Include your order number for the fastest help.