FAQ — damage


How Can I Get a Replacement Tonneau Cover if Mine Arrives Damaged?

Tonneau Covered Customer: Yeah, well, I got a damaged tonneau cover. Actually, the old man bought it for me for a present.

Sean: Oh, you know what? I was just going to call you. Your dad gave me your number, but I got a bunch of phone calls back to back. I shot you an email. Is there any way you can respond to that with some of the photos of what you're dealing with?

Tonneau Covered Customer: Yeah. I grabbed a photo of it, and I can send it over to you right when I get off the phone with you.

Sean: Cool. Sorry about that, man.

Tonneau Covered Customer: It's not your fault. It's no one's fault. I think it happened at the factory. I mean, the box is perfect. I mean, nothing's wrong with it. Everything else looks good. It's the feel around the hole outside, and it's glued on the corners. I mean, I wish it was something where I could just replace a seal. But I don't know, man.

Sean: They are replaceable, but it is kind of a chore. So we usually give people the option. If you want to replace it, you can replace it. But if it's bad, we'll have the whole cover replaced. And they're really good about that doing that. I used to actually work for them for like a decade, man, so I've got some good friends out there. So we'll get you taken care of.

Tonneau Covered Customer: Yeah, I mean, you know what, we'll get another one. And if that one's got something wrong with it, then I'll replace it. But let's try to get a new one. I'll send you over the photo right now.

Sean: Okay.

Sean: All right, man, yeah, just respond to that, and I'll send it directly to James. I'll have you cc-ed so you'll be there the whole process.

Tonneau Covered Customer: All right, thank you, sir.

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