We accept returns on unused, uninstalled tracks and parts within 30 days of delivery. Items must be in their original condition and original packaging. Returns require authorization before you ship anything back. Contact us first and we will confirm eligibility and send you the return instructions.
Refunds are issued to your original payment method within 5 to 10 business days after the returned item is received and inspected. If you received the wrong item or your order arrived damaged, see those sections below. We handle both differently and cover all costs in those cases.
| Returns and refunds at a glance | |
|---|---|
| Return window | 30 days from the date of delivery |
| Eligible items | Unused, uninstalled, in original condition and original packaging |
| Items not eligible | Installed tracks, used or damaged items, items without original packaging |
| Return shipping cost | Customer responsibility for standard returns. We cover return shipping if we sent the wrong item or the item arrived damaged. |
| Return authorization | Required before shipping anything back. Contact us first. |
| Refund method | Original payment method |
| Refund timeline | 5 to 10 business days after the returned item is received and inspected |
| Wrong item received | We cover all costs. Contact us within 48 hours of delivery. |
| Damaged on arrival | Contact us within 48 hours with photos. We arrange replacement or refund. |
| How to start a return | Call (866) 516-8473 or email support@ultratrack.com |
What can be returned
The table below covers what is and is not eligible. The key condition is simple: if the track or part has been installed on a machine, it cannot be returned. This applies even if it was only installed briefly to check the fit.
| Eligible for return | Not eligible for return |
|---|---|
| Unused tracks in original packaging | Tracks that have been installed on a machine |
| Uninstalled parts in original packaging | Items that have been used, even briefly |
| Items in the same condition as delivered | Items without original packaging |
| Items returned within 30 days of delivery | Items returned more than 30 days after delivery |
| Items with prior return authorization from our team | Items returned without prior authorization |
| Items damaged after delivery due to handling or storage |
If you are unsure whether your item qualifies, contact us before shipping anything back. We can review the situation and tell you straight away. Items sent back without authorization may not be accepted and could be returned to you at your expense.
| Action | What happens | |
|---|---|---|
| Step 1 | Contact us | Call (866) 516-8473 or email support@ultratrack.com within 30 days of delivery. Have your order number and the reason for the return ready. |
| Step 2 | Receive authorization | We review your request and confirm eligibility. If approved, we send you return instructions including the return address. Do not ship anything back before receiving authorization. |
| Step 3 | Pack and ship | Pack the item in its original packaging. Ship it to the address we provide. Keep your shipping receipt and tracking number. |
| Step 4 | Inspection | When the item arrives at the distribution facility, it is inspected against the return conditions. We are notified of the outcome. |
| Step 5 | Refund | If the return is approved, a refund is issued to your original payment method within 5 to 10 business days. You will receive a confirmation email when the refund is processed. |
When you are packing the return, use the original box if possible. If the original packaging is not available, use something that protects the item adequately for shipping. Rubber tracks are heavy and can shift in transit. Poor packaging can result in the return being rejected if the item arrives damaged.
Return shipping costs
For standard returns, the customer is responsible for return shipping costs. We will give you the return address and any specific instructions, but the shipping cost is yours to arrange.
If we sent you the wrong item, or if your item arrived damaged or defective, we cover the full cost of the return. Contact us within 48 hours of delivery in those cases and we arrange the return at no cost to you.
For large or heavy items that require freight shipping for the return, we will discuss the arrangements with you before confirming the return. The logistics of freight returns vary by product and location and we work through them case by case.
Refunds
Once the returned item arrives at the distribution facility and passes inspection, we are notified and process the refund. Refunds go back to the original payment method you used at checkout.
Most refunds are completed within 5 to 10 business days of the return being received. You will receive a confirmation email when the refund is processed. After that, your bank or card provider may take additional time to post the credit. This is outside our control but typically takes no more than 3 to 5 additional business days.
If your refund has not appeared within 15 business days of sending the return, contact us at (866) 516-8473 or support@ultratrack.com with your order number and we will check the status.
Wrong item received
If we sent you a track or part that does not match what you ordered, contact us within 48 hours of delivery at (866) 516-8473 or support@ultratrack.com. Have your order number ready and, if possible, a photo of the item label.
Do not install the item. Once a track has been installed on a machine, we cannot accept it back regardless of whether it was the right one. If you are not sure whether the item is correct before installing it, call us first and we will confirm.
When a wrong item is confirmed, we cover the full cost of the return and dispatch the correct item as soon as possible. We treat this as a priority.
Damaged on arrival
If your order arrived with visible damage, follow these steps.
- At delivery: Note the damage on the freight carrier's delivery receipt before the driver leaves. Write specifically what is damaged. Do not just write 'damage noted'. The more specific the notation, the clearer the claim.
- Within 48 hours: Contact us at (866) 516-8473 or support@ultratrack.com with your order number and photos of the damage. Include photos of the packaging and the damaged product.
- Do not install: Do not attempt to install a damaged track. Installing it makes it much harder to distinguish arrival damage from installation damage and can affect the outcome of the claim.
- We take it from there: Once you contact us with photos, we handle the claim with the carrier and the distributor on your behalf. We will arrange a replacement or a refund at no cost to you.
Damage that is noted on the delivery receipt at the time of delivery is the easiest to process. If you did not note the damage at delivery and discovered it after the driver left, still contact us within 48 hours. We will review the photos and work through the options.
For more information on what to check when a freight order arrives, see our shipping policy.
Exchanges
If you need a different size or a different series, return the original item following the standard return process above and place a new order for what you need. If you are not sure what the right size or grade is for your machine, call us before placing the new order. We can confirm the correct fitment so the replacement is right the first time.
Use our product finder to search by your equipment make and model, or call us at (866) 516-8473 and we will look it up for you.
Returns vs warranty claims
Returns and warranty claims are two separate processes. A return is for an item you no longer need or that was not the right fit. A warranty claim is for an item that has failed due to a manufacturing defect after installation.
If a track has been installed and you are experiencing a problem with it, that is a warranty matter, not a return. See our warranty page for how to start a warranty claim. If you are not sure which process applies, call us and we will point you in the right direction.
Contact us
Call (866) 516-8473 or email support@ultratrack.com . We are available seven days a week from 7am to 7pm CST. You can also visit our contact page. For answers to common return questions, see our FAQ page.