Refund policy

 

Return, Refund, Exchange, Cancellation, Deposit, Damage & Shipping Policy

At Dirtbox Overland, we design, build, and support products made for real-world adventure.

Many of our products are large-format, vehicle-specific, custom, or made to order. Because production time, materials, freight, and inventory are often committed specifically to each customer, certain products are subject to special deposit, cancellation, and return terms.

We want these policies to be clear and straightforward, so please review them before placing an order or submitting payment.

Unless otherwise agreed to in writing, the policy in effect on the date an order is placed will apply to that order. If Dirtbox Overland and the customer enter into a separate written agreement that specifically differs from this policy, the written agreement will control with respect to those differences.

1. Shipping Policy

Domestic Shipping

Order Processing

In-stock, small-parcel orders are typically processed within 3–5 business days.

Large-format, custom, vehicle-specific, or made-to-order products may require additional production and fulfillment time.

Any lead time or delivery estimate provided at checkout, on an invoice, in a quote, or by a Dirtbox Overland representative is an estimate and is not a guaranteed completion or delivery date.

Shipping Methods

We use reputable shipping providers, including UPS, FedEx, USPS, and other qualified carriers.

Large-format products may be shipped through third-party freight carriers, including but not limited to:

• Canopy Campers
• Full Wing Truck Toppers
• Genesis Systems
• Flatbeds
• Drawer Systems

Shipping Charges

Shipping charges may be calculated at checkout or quoted separately depending on the product, destination, and shipping method.

Freight pricing is based on carrier availability and rates at the time transportation is arranged unless otherwise stated in writing.

Tracking

When tracking information is available, it will be provided after the shipment has been processed by the carrier.

Carrier transit times are estimates only. Delivery may be affected by weather, carrier delays, terminal delays, customs processing, or other circumstances outside Dirtbox Overland’s reasonable control.

2. Freight Delivery, Inspection & Shipping Damage

Large-format products should be carefully inspected at the time of delivery.

Before accepting a freight shipment, customers should:

• Inspect the packaging and product for visible damage
• Photograph any damaged packaging or visible product damage
• Note visible damage on the carrier’s delivery receipt or Bill of Lading before signing whenever reasonably possible
• Keep the packaging and shipping materials until the product has been fully inspected

If shipping damage is discovered, please contact us as soon as reasonably possible:

Phone: (720) 281-9445
Email: vivi@dirtboxoverland.com

Prompt documentation helps us work with the freight carrier and process any applicable damage claim.

If Dirtbox Overland ships an incorrect product, or if a product is damaged before or during shipment, we will work with the customer to determine the appropriate corrective action.

3. Refused, Missed, or Undeliverable Freight

Customers are responsible for providing accurate delivery information and ensuring that appropriate receiving equipment and personnel are available when required.

If a shipment is refused without prior written authorization from Dirtbox Overland, or if delivery cannot be completed because the customer is unavailable or does not have the required receiving equipment, the customer may be responsible for actual charges such as:

• Redelivery fees
• Return freight
• Storage fees
• Freight terminal fees
• Other carrier-related charges

Where permitted by law, these charges may be deducted from any refund otherwise due.

This section does not apply when a shipment is refused because of significant documented freight damage and the customer has been instructed by Dirtbox Overland or the carrier to refuse delivery.

4. International Shipping

International shipping is available for select products.

Because international orders may involve additional customs, transportation, installation, and logistical requirements, we strongly recommend contacting us before placing an international order.

Phone: (720) 281-9445
Email: vivi@dirtboxoverland.com

Unless otherwise agreed to in writing, international customers are responsible for applicable:

• Import duties
• Taxes
• Customs fees
• Brokerage fees
• Destination-port charges
• Local delivery charges

The destination and transportation service stated on the customer’s invoice or written quote determine the shipping service included in the purchase.

5. Deposits

Deposits may be required to:

• Reserve a production slot
• Reserve or allocate inventory
• Purchase or allocate materials
• Begin preparation for a vehicle-specific or made-to-order product

Products that generally require a deposit include:

• Canopy Campers
• Full Wing Truck Toppers
• Genesis Systems
• Flatbeds
• Drawer Systems
• Custom products
• Made-to-order products
• Special-order products

The applicable deposit amount will be shown on the customer’s quote, invoice, order confirmation, payment request, or other order documentation.

Deposits Are Non-Refundable

Once paid, an applicable deposit is:

• Non-refundable
• Non-transferable
• Not applicable toward another order or product unless Dirtbox Overland agrees otherwise in writing

The deposit will be applied toward the remaining balance of the original order.

6. Full-Payment Orders

Paying an order in full does not waive, remove, or bypass an otherwise applicable deposit requirement.

If a product normally requires a deposit and the customer chooses to pay the full purchase price at the time of order, an amount equal to the standard deposit for that product will automatically be considered included within the full payment.

That portion of the full payment will have the same non-refundable and non-transferable status as if the deposit had been paid separately.

For example, if a product normally requires a $2,000 non-refundable deposit and the customer pays the entire order amount at once, $2,000 of that payment will be treated as the applicable non-refundable deposit.

The applicable deposit rules remain the same regardless of whether the order is purchased at:

• Regular retail price
• Promotional pricing
• Discounted pricing
• Dealer pricing
• Ambassador or creator pricing
• Event or show pricing
• Any other approved reduced price

A discount does not waive the deposit, cancellation, or refund terms applicable to the product.

7. Order Changes

Requests to change an order must be submitted before shipment and are subject to approval by Dirtbox Overland.

Changes may affect:

• Product pricing
• Production timing
• Installation scheduling
• Freight costs
• Fitment
• Product availability

Once materials have been specially ordered, allocated, cut, fabricated, finished, or otherwise committed to a customer’s order, the associated portion of the order may become non-refundable.

Approved order changes should be confirmed in writing.

8. Vehicle Information & Fitment

Many Dirtbox Overland products are vehicle-specific.

Customers are responsible for providing accurate vehicle information, including where applicable:

• Model year
• Make
• Model
• Trim
• Cab configuration
• Bed length
• Existing accessories
• Aftermarket modifications

Dirtbox Overland may request photographs, measurements, or other information before production or installation.

If incorrect or incomplete information provided by the customer causes a fitment issue, the customer may be responsible for additional:

• Shipping
• Fabrication
• Modification
• Parts
• Installation
• Labor

charges.

If Dirtbox Overland provides or produces the incorrect product despite receiving accurate vehicle information from the customer, we will work with the customer to correct the issue without charging the customer for correcting Dirtbox Overland’s error.

9. Returns

We accept returns on eligible, non-custom, non-freight products within 14 days of delivery.

Before returning any product, customers must receive return authorization from Dirtbox Overland.

Phone: (720) 281-9445
Email: vivi@dirtboxoverland.com

Eligible returns must generally be:

• Unused
• Uninstalled
• Unmodified
• In original, undamaged packaging
• Complete with all original components, accessories, and hardware

Unauthorized returns may be refused.

10. Return Costs

20% restocking and handling fee applies to approved returns of large-format products and may also apply when Dirtbox Overland, at its sole discretion, approves an exception to an otherwise non-returnable order.

Large-format products include, but are not limited to:

• Canopy Campers
• Full Wing Truck Toppers
• Genesis Systems
• Flatbeds
• Drawer Systems
• Other products shipped by freight or identified by Dirtbox Overland as large-format products

The 20% fee helps cover costs associated with receiving, inspecting, handling, repackaging, storing, and returning large-format products to inventory.

Payment of the restocking and handling fee does not create a right to return an otherwise non-returnable product. All such returns remain subject to prior written approval by Dirtbox Overland.

For eligible small-parcel products, Dirtbox Overland may also apply a restocking fee of up to 20%, depending on the condition of the returned product and the handling required.

11. Refund Processing

Approved refunds are issued after the returned product has been received and inspected.

Refunds will generally be returned to the original payment method.

Please allow up to 10 business days after inspection and approval for Dirtbox Overland to initiate the refund.

Additional processing time may be required by the customer’s bank, credit card provider, or payment platform.

12. Non-Returnable and Deposit-Regulated Products

The following products are generally not eligible for voluntary return or are subject to non-refundable deposit requirements:

• Canopy Campers
• Full Wing Truck Toppers
• Genesis Systems
• Flatbeds
• Drawer Systems
• Any product requiring a deposit
• Custom products
• Made-to-order products
• Special-order products
• Gift cards
• Installed products that cannot reasonably be returned to new condition
• Products that have been materially modified, drilled, cut, welded, or otherwise altered
• Products returned without prior authorization

For any product that requires a deposit, the applicable deposit becomes non-refundable once payment is made.

This applies regardless of how the customer pays.

If the Customer Pays Only the Deposit

The deposit is non-refundable.

If the Customer Pays the Order in Full

The portion of the full payment equal to the applicable standard deposit will automatically be treated as the non-refundable deposit.

Payment in full does not eliminate the deposit requirement.

The fact that a product was purchased at a discounted, promotional, dealer, ambassador, creator, event, or other reduced price does not change the deposit, cancellation, or refund terms applicable to that product.

If Dirtbox Overland makes an exception and approves the return of a large-format or otherwise non-returnable product, the approved return will generally be subject to a 20% restocking and handling fee, in addition to any applicable non-refundable deposit, shipping charges, payment processing fees, or other non-recoverable costs.

13. Cancellations

To request an order cancellation:

Phone: (720) 281-9445
Email: vivi@dirtboxoverland.com

All cancellations must be confirmed by Dirtbox Overland in writing.

Standard / In-Stock Orders

Orders that have not yet been processed, shipped, or specially ordered may generally be canceled.

Any non-refundable payment processing charges actually incurred by Dirtbox Overland may be deducted where applicable and permitted by law.

Deposit-Required Orders — Before Production Begins

If a deposit-required order is canceled before production begins and Dirtbox Overland approves the cancellation:

• The applicable deposit remains non-refundable
• Any amount paid above the applicable deposit may be refunded
• Non-recoverable special-order costs may be deducted
• Applicable non-refundable payment processing costs may also be deducted

Deposit-Required Orders — After Production Begins

Once fabrication, customization, or customer-specific material commitment has begun, the order becomes non-cancelable and non-refundable, except where Dirtbox Overland agrees otherwise in writing or applicable law requires otherwise.

This may include, but is not limited to, situations where materials have been:

• Ordered specifically for the customer
• Allocated to the order
• Cut
• Fabricated
• Welded
• Finished
• Powder coated
• Assembled
• Otherwise committed to the customer’s build

Dirtbox Overland may choose to make an exception on a case-by-case basis.

An exception made for one customer or order does not modify this policy or create an obligation to provide the same exception for another order.

Full-Payment Orders

Customers who pay in full are subject to the same cancellation rules as customers who initially pay only a deposit.

The applicable deposit portion contained within the full payment remains non-refundable.

Cancellation by Dirtbox Overland

If Dirtbox Overland cancels an order and is unable or unwilling to fulfill it, the customer will receive a refund for the unfulfilled portion of the order, including any applicable deposit, unless another arrangement is agreed to in writing.

14. Exchanges

For the fastest turnaround, we generally recommend:

1. Placing a new order for the desired product; and
2. Returning the original product separately if it qualifies for return.

For approved direct exchanges:

• Customers are responsible for applicable shipping costs unless Dirtbox Overland made an error
• Replacement products will generally ship after the original product has been received and inspected
• Any price difference must be paid before the replacement product is shipped

15. Limited Warranty & Repairs

Dirtbox Overland stands behind the products we build.

Covered defects in materials and workmanship are handled according to the applicable Dirtbox Overland Limited Warranty.

Depending on the circumstances and the applicable warranty terms, Dirtbox Overland may:

• Repair the affected component
• Replace the affected component
• Replace the product where appropriate

The Dirtbox Overland Limited Warranty governs warranty coverage and should be reviewed separately.

Nothing in this policy limits rights or remedies that cannot be waived under applicable law.

16. Labor Costs

Unless Dirtbox Overland specifically approves otherwise in writing before the work is performed, Dirtbox Overland does not reimburse third-party labor charges related to:

• Installation
• Removal
• Reinstallation
• Inspection
• Diagnosis
• Adjustment
• Modification

Customers should contact Dirtbox Overland before authorizing third-party warranty-related labor if they expect Dirtbox Overland to pay or reimburse those costs.

Work performed directly by Dirtbox Overland is governed by the applicable invoice, work order, warranty terms, and applicable law.

17. Independent, Third-Party & DIY Installations

Customers may choose to have products installed by:

• Dirtbox Overland
• An authorized Dirtbox Overland dealer or installer
• An independent installation shop
• The customer through DIY installation, where appropriate

Using an independent installer or performing a DIY installation does not, by itself, automatically void otherwise applicable warranty coverage.

However, Dirtbox Overland is not responsible for damage, defects, or failures caused by:

• Improper installation
• Improper removal
• Incorrect adjustment
• Unauthorized modification
• Improper drilling or cutting
• Improper wiring
• Use of incompatible components
• Improper mounting
• Improper handling

Problems caused by an independent installer’s workmanship should generally be resolved directly with that installer.

We are always happy to provide reasonable product, installation, and fitment guidance when possible.

18. Product Modifications

Products that have been drilled, cut, welded, materially modified, or otherwise altered after delivery are not eligible for voluntary return.

A modification does not automatically eliminate warranty coverage for an unrelated covered defect.

However, damage or failure caused by the modification is not covered under the Dirtbox Overland Limited Warranty.

Billet Corner Packages

Certain Billet Corner Packages require drilling as part of the intended installation process.

Drilling that is specifically required or approved by Dirtbox Overland as part of proper installation is not considered an unauthorized modification solely because drilling is involved.

Once installed, however, the applicable product is no longer eligible for voluntary return.

19. Handling & Equipment Requirements

Large-format products must be handled using equipment and procedures appropriate for their size and weight.

This includes products such as:

• Canopy Campers
• Full Wing Truck Toppers
• Flatbed Systems
• Other large or heavy products identified by Dirtbox Overland

Depending on the product and installation environment, appropriate equipment may include:

• Forklifts
• Vehicle lifts
• Hoists
• Other suitable mechanical lifting equipment

Customers receiving freight are responsible for confirming unloading requirements before delivery.

Dirtbox Overland is not responsible for damage or injury caused by:

• Improper lifting
• Improper unloading
• Dropping the product
• Inadequate equipment
• Unsafe manual handling
• Improper mounting
• Improper installation

Damage caused by improper handling is not covered under warranty.

20. Credit Card Authorization

Dirtbox Overland may require a signed credit card authorization form for certain transactions, including:

• Custom or made-to-order products
• High-value purchases
• Remote transactions
• Transactions where the cardholder is not physically present
• Other transactions requiring additional payment verification

The authorization may include:

• Cardholder name
• Billing address
• Card type
• Last four digits of the card
• Expiration date
• Authorized amount
• Description of goods or services
• Cardholder signature
• Authorization date

Payment information and authorization records are handled using reasonable security procedures, and access is limited to personnel who require the information for legitimate business purposes.

21. Chargebacks & Payment Disputes

If a customer has a concern regarding an order, product, refund, shipment, or billing issue, we strongly encourage contacting Dirtbox Overland first so we have an opportunity to review and resolve the matter.

Initiating a chargeback does not independently modify the return, deposit, cancellation, shipping, or warranty terms applicable to the order.

When responding to a payment dispute, Dirtbox Overland may provide the payment processor, bank, credit card company, or financial institution with relevant records, including:

• Order confirmations
• Invoices
• Payment authorizations
• Signed agreements
• Delivery records
• Tracking information
• Customer communications
• Product information
• Applicable policy acknowledgments

22. Policy Acceptance

By submitting an order or payment after being provided access to this policy, the customer acknowledges and agrees to the terms applicable to the purchase, including applicable:

• Deposit requirements
• Cancellation restrictions
• Return restrictions
• Made-to-order terms
• Shipping responsibilities
• Fitment responsibilities

For deposit-required, custom, made-to-order, vehicle-specific, or high-value purchases, Dirtbox Overland may also require separate written, signed, or electronic acknowledgment of these terms.

23. Contact Us

We want customers to feel confident about their purchase before an order is placed. If anything is unclear, reach out and we’ll be happy to walk through it with you.

General Inquiries

info@dirtboxoverland.com

Sales & Orders

sales@dirtboxoverland.com

Shipping, Warehouse & Returns

vivi@dirtboxoverland.com

Phone

(720) 281-9445

Location

6066 E. 49th Dr
Commerce City, CO 80022