FAQ — Customer service


What Should I Do if The Passenger Side's Seal is Torn on My Tonneau Cover When it Arrives?

Tonneau Covered Customer: I just unpackaged an order I have here and I'm inspecting my cover. And I laid it out on the ground and the right, the passenger side's seal is torn.

Peter: Oh, okay. Let me pull up your order for you. I'm really sorry about that. We'll get this squared away for you

Tonneau Covered Customer: There was nothing wrong with the box. It was probably just something I guess from the factory. There's no other damage on the cover whatsoever from what I can see.

Peter: Yep. Okay. Okay. I'm going to have somebody from customer service get in contact with you. There are a few different ways to handle this, but we'll definitely get this squared away for you right away. I've got Shawn is on the phone right now. I'm going to get this over to him and then he's going to be in touch with you shortly.

Tonneau Covered Customer: Yeah. Is customer service going call me via cell phone or email?

Peter: Whatever you prefer.

Tonneau Covered Customer: Can I give you a number to have him call me at, could they do that please?

Peter: Sure. No problem

How Do I Confirm That I Received The Correct Part Number For an Extang Solid Fold 2.0 for a 2019 Ford F-150?

Tonneau Covered Customer: You sent me a Tonneau Cover last week. But unfortunately I think it's the wrong one. Can you help me confirm the part number?

Peter: It was an Extang Solid Fold 2.0, correct?

Tonneau Covered Customer: Correct. . It was an Extang Solid Fold 2.0 for a 2019 Ford F-150 with a six and a half foot bed.

Peter: Okay. Let me double check here.

Tonneau Covered Customer: I went up and looked at Extang's website and it's something like 83418 but they sent me a 84418.

Peter: So the part number should actually be 84480.

Tonneau Covered Customer: I looked on their website and I think it's supposed to be 83480, because the one that they sent me is for a toolbox. So it's only like five foot three, something like that.

Peter: Oh, I see. It was a toolbox Tonneau but you don't have a toolbox, that's what you're saying?

Tonneau Covered Customer: Correct. I do not have a toolbox

Peter: Okay. Customer service will be in in about an hour. We're going to get this swapped out for you, obviously for free. This is our mistake and we're going to get the correct one on the way and we're going to get a return shipping label for that one. Keep an eye on your email. You'll be hearing from them shortly and once again, I apologize.

Tonneau Covered Customer: Fortunately, I didn't destroy the box opening it, so it's already packed. But I don't have the plastic strapping materials, so asking for recommendations on getting that box sealed up well, right. I used packing tape, but I don't think that would hold it completely. Get some recommendations from him on what I can do to make sure that it gets back there in one piece.

Peter: Okay, will do. Yeah, they're good at that and you'll be hearing from them shortly.