Online Store Policies
Troy-Bilt's 'Right Part Pledge'
We realize that identifying the right parts for maintaining or repairing your outdoor power equipment can be challenging. Our Right Part Pledge can help you avoid frustration when it comes to returning incorrect parts. We will not penalize you for ordering the wrong part when you follow this policy - we will work with you to ensure you receive the correct replacement part for your machine and that you receive credit for your part return.
To reduce the likelihood of ordering incorrect parts, you can contact us through Live Chat, or you can call our customer care team at 1-800-828-5500.
When returning a part, please follow these steps:
' Prior to the return of new, unused parts, please review the instructions included on your packing slip.
' Be sure to send incorrect parts back promptly. We cannot accept returns for used parts* OR parts received 90 days past your initial return inquiry. A restocking fee of 25% will be charged for parts received 90 days after your initial return inquiry.
' Your refund will be credited to the original credit card used for your purchase within 7-10 business days of receipt of returned merchandise at our warehouse.
Abuse of Return Policy:
Troy-Bilt reserves the right to refuse to sell to any person for any reason not prohibited by law, including, but not limited to, abuse of its return policy.
*All returns are subject to inspection by Troy-Bilt personnel as to identify possible use, misuse, missing components, damage or abuse. Refunds may be denied as a result of failure to pass a return inspection.
Should you choose to cancel your order, please be advised that order processing begins immediately upon placement, therefore, there is a limited amount of time during which an order can be cancelled prior to shipment. Once our warehouse prints your order, it cannot be cancelled.
Backordered items can be cancelled at any time prior to being received into inventory.
In order to process your return, please provide the following information:
' A copy of your order confirmation
' Your order number
' Your bill-to details
' The phone number provided when placing your order
New, unused equipment may be returned for a period of up to 14 days after the delivery date. Return shipping charges are the responsibility of the customer. Customers wishing to return new, unused equipment must call 1-800-828-5500 within 14 days of delivery of the product to obtain a return authorization and instructions. Once fuel is put in the fuel system, it is considered "used", and is therefore non-returnable. Units that perform as designed are non-returnable, as they are now considered "used"*.
For questions regarding equipment set-up, operation, or maintenance, please call our technical support team at 1-800-828-5500.
It is extremely important that all new, unused equipment being returned receive a return authorization prior to being returned. Equipment returned without a return authorization prior to shipment may be rejected for refund consideration and may also be subject to a storage fee of $20 per day. Total storage charges will not exceed the original total purchase amount. If an item is returned and becomes subject to storage fees, it will be considered "abandoned". Abandoned items will become the sole property of Troy-Bilt as soon as the storage fees meet or exceed the original total purchase amount. When the remaining credit eligible balance reaches zero, abandoned items may be resold or disposed of at the sole discretion of Troy-Bilt.
We are unable to ship to FPO's or APO's. We are unable to take online orders that ship to Alaska or Hawaii - if you need to place an order for either of these two states, please contact us at 1-800-828-5500.
Shipments will only take place Monday-Friday (excluding holidays). Please refer to the dates and shipping rates listed during checkout for your expected shipment and delivery dates as well as any delivery charges.
Shipping charges are based on the total dollar amount of the order and are as follows:
Order Price Range
Standard Delivery Charge
$0.01 - $14.99
$15.00 - $29.99
$30.00 - $49.99
$50.00 - $74.99
$75.00 or more
Order Price Range
LTL Freight Delivery Cost
$499.99 or less
$500 - $999.99
$1,000 - $1,999.99
$2,000 or more
Standard delivery orders must be placed before 3 p.m. EST to ship by the following business day. Orders placed after 3 p.m. EST may not ship until two business days after the order is placed.
Shipping and Handling Charges
' Shipping and handling charges are refundable if the item was shipped in error on behalf of Troy-Bilt. Otherwise, it is considered non-refundable.
' All other refunds of shipping and handling charges are solely at the discretion of Troy-Bilt.
In addition to the standard shipping charge, there will be an additional charge for next day, second day, and ground shipments. Expedited shipping is available for most parts and accessories and will be offered as an option if applicable. Using a PO Box as a Ship to address for expedited shipping may cause delay in delivery or possibly the cancellation of your order. Please provide a physical address for these options. Next day and second day delivery orders must be received before 3 p.m. EST in order to ship on the day the order is placed. Next day and second day delivery orders placed after 3 p.m. EST may not ship until the following business day. Ground delivery orders must be placed before 3 p.m. EST to ship by the following business day. Orders placed after 3 p.m. EST may not ship until two business days after the order is placed.
What is LTL (Less than Truckload) Delivery?
LTL deliveries are used for orders that exceed the weight and/or dimension restrictions of standard delivery methods. Typical delivery time for LTL shipping is 6 to 8 business days (excluding weekends and holidays). Once your order has been processed and shipped, you receive a phone call from the freight company at least 24 hours prior to delivery. It is important that you provide your daytime phone number when placing your order. If you are not sure that you provided your phone number, please contact us.
Please note the following regarding LTL deliveries.
' Many truck freight companies do not require their drivers to unload shipments. We suggest that you make arrangements to have extra help on hand to assist with unloading your product.
' Ramps and/or unloading equipment may be necessary to have on-hand.
' Some municipalities prohibit truck freight delivery in residential areas. As a result, customers may need to arrange pick-up at the local trucking company's distribution center.
' Please inspect the product carefully and thoroughly before signing the shipping receipt. Shipping damage is covered by the LTL freight company.
' Your signature on the receipt is your acceptance of the merchandise. The customer must arrange all returns or exchanges of LTL freight shipments with a local carrier.