Return and Refund Policy

This policy applies specifically to orders that have not yet been shipped. Once an order has shipped, it falls under our Return Policy.

Key Guidelines:

• Cancellation Within 10 Minutes of Purchase: You may cancel your order at no cost and receive a full refund. This window allows for immediate changes, such as correcting errors in your order details.
• Cancellation After 10 Minutes: If your order has not shipped, you may still request a cancellation. However, a processing fee of up to 3-5% may apply, depending on the payment method used (e.g., payment processors like Braintree or PayPal often charge non-refundable fees in this range). This fee helps cover transaction costs incurred shortly after the order is placed. We’ll confirm the exact fee during your request.
• Non-Cancellable Orders: In some cases, orders may not be cancellable if they’ve already entered processing (e.g., custom items like chopper parts have begun fabrication or coatings such as chrome or ceramic have been applied). We’ll notify you promptly if this applies.

How to Request a Cancellation:

To cancel an order, please contact us as soon as possible. Have your order number ready for faster processing. Phone is the preferred method for quickest response, as emails may not be answered immediately:

• Phone: (605) 498-0105 (available during business hours: Monday-Friday, 9 AM – 4:30 PM CST).
• Email: info@twistedchoppers.com (include your order number and reason for cancellation).

We recommend reaching out quickly, as orders are processed rapidly to ensure timely delivery.

Refund Process:

• If approved, refunds will be issued to your original payment method.
• Refunds typically process within 3-5 business days, though it may take up to 10 days for the funds to appear in your account, depending on your bank or payment provider.
• Any applicable fees will be deducted from the refund amount.

Return Eligibility

If you’re not fully satisfied with your purchase, we strive to make returns straightforward. You may return new/unused items within 30 days of the delivery date for an exchange or refund.

Conditions for Free Returns

We will provide a free return label if your item:

• Was in a physically damaged condition at the time of delivery
• Has one or more parts or accessories missing
• Does not match what was ordered

For returns or exchanges due to other reasons, you are responsible for all shipping fees. Exchanges may incur a shipping fee, payable before we send the replacement item(s).

Non-Returnable Items

Returns are not accepted for items such as electronics, fuel injection engine tuners, fenders with struts welded on, springer front ends, wheels, or anything that’s a special order request or custom-made per a customer’s specifications. Many items sold with surface finishes are easily damaged without proper handling.

Packaging Requirements

Returns must be 100% free of defects such as scuffs, scratches, or anything that will not allow us to sell the item as new again. Items must be returned in their original manufacturer’s packaging, securely packed to prevent movement and damage to finishes like paint, powder coating, or chrome. Improperly packaged items may be rejected.

For high-value item(s), consider using a trackable shipping service and purchasing shipping insurance. Although we cannot guarantee that we will receive your returned item, the insurance will cover you in case it’s lost or damaged.

Refund Notification

When we receive your return, you will be notified of the approval or rejection of your refund. If approved, your refund will be applied to the original payment method or can be retained as store credit towards a future sale if requested.

• Please email info@twistedchoppers.com for a return authorization. Have your order number ready for faster processing and include the reason for the return. We aim to respond within 1-2 business days (Monday-Friday, 9 AM – 4:30 PM CST).
• Ensure items are 100% free of defects (e.g., scuffs, scratches) and securely packaged in their original packaging to prevent movement and damage to finishes, as this may lead to rejection.
• Include a copy of your order and the reason for the return in the package. If this is not included, we may not be able to identify it.
• Consider using an insured and trackable shipping service. This will cover you in case it’s lost or damaged.
• Return to the following address:
  Twisted Choppers
  Attn: Returns
  27085 S Tallgrass Ave
  Sioux Falls, SD 57108
• When we receive your return, you will be notified of the approval or rejection. If approved, your refund will be applied to the original payment method or issued as store credit if requested.

Refund Processing

Once your return is received and approved, refunds typically take 5-7 business days to process, depending on your payment method. If you haven’t received a refund after 7 business days, please email us at info@twistedchoppers.com with your order number for fastest resolution (responses occur Monday-Friday, 9 AM – 4:30 PM CST).

Store Credit Option

To opt for store credit, please specify your preference via email to info@twistedchoppers.com when requesting your return. Store credit will be issued and available immediately if chosen.

All returns and cancellations are subject to a restocking or refund fee of up to 20% of the returned item(s) value. This fee covers restocking, inspection, and non-refundable payment processing costs charged by processors like Braintree or PayPal. For orders cancelled before shipment, refer to our Order Cancellation policy for applicable fees. This fee is waived if the refund is applied to a replacement item of equal or greater value or store credit if requested.

Warranty Coverage

Twisted Choppers warrants that our branded products are free from defects in materials and workmanship, under normal and intended use, including finishes/plating, for 90 days from the original purchase date.

Exclusions

We do not warranty damage caused by misuse, such as improper installation, exposure to extreme conditions, or using parts in ways not intended by the manufacturer. Exhaust coatings are easily compromised by improperly tuned engines and therefore not covered unless unused.

We do not warrant third-party products. Please contact the manufacturer of those products for warranty-related issues.

Initiating a Warranty Claim

To initiate a warranty claim, email info@twistedchoppers.com with your order number and details of the issue (responses occur Monday-Friday, 9 AM – 4:30 PM CST).

TwistedChoppers.com endeavors to ensure the safe delivery of all products to our customers. We’re here to assist with any delivery concerns to ensure your satisfaction. However, upon shipment, once a package has been delivered and documented by carriers such as UPS, FedEx, or USPS with proof of delivery (which may include a signature confirmation, GPS location of delivery, or photographic evidence), TwistedChoppers.com is not liable for any theft or loss that occurs post-delivery.

If you suspect package theft, email us at info@twistedchoppers.com with your order number to verify delivery status before contacting local law enforcement (responses occur Monday-Friday, 9 AM – 4:30 PM CST).

It is the responsibility of the customer to take necessary precautions to secure their packages once they have been delivered. We recommend arranging for someone to be present at the time of delivery or utilizing services that offer hold for pickup options to mitigate the risk of theft.