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Frequently asked questions

Have a question about Thule orders, shipping or returns? Our FAQs are here to help. Click on the questions below to view our answers. If you have more questions please see our Customer Service page to reach us directly.

Orders and shipping

Does the website show an item's availbility?

 

Yes, it does.

Our products will display availability if we have inventory in one of our distribution centers.

If we do not have inventory on the item(s) you are looking to purchase, but we have a reasonable delay until they are back in stock, then you will be able to add the item(s) to your cart and the order will ship when it is ready.

If we do not have inventory on the item(s) you are looking to purchase and the date for replenishment is too far out, the Add to cart button will be temporarily disabled until we replenish stock. If you do not wish to wait for the items to come back in stock, please reference our Where to buy page or view the Find it locally button on the product page to see which one of our Thule authorized retailers has the product in stock.

Do you ship to my country?

 

We currently ship online orders to locations inside the United States and Canada including APO/FPO addresses. Delivery of large items, including cargo boxes, hard shell bike travel cases, Tepui rooftop tents, awnings, and the Thule TracRac Universal Steel Rack, is not available to customers in Alaska, Hawaii, Puerto Rico, the Northwest Territories, the Yukon, Newfoundland and Labrador. Please use our Where to buy page or Find it locally on the product page for local dealers of these products. All other products shipped to these areas will incur an additional $20 shipping fee.

*Note: Sorry, we cannot ship to post office boxes.

When will my order ship?

 

All in stock orders typically ship within 2 business days unless otherwise noted on the product page. Orders ship Monday through Friday, excluding holidays. You will receive a shipping confirmation email with tracking details once the order has shipped. Out of stock items will ship when available and you will not be charged until then.

Has my order shipped?

 

You will receive a shipping confirmation email when your order has left our distribution center. If you have not received a shipping confirmation email, please do one of the following:

  • If you have a thule.com account, log in to view your order.
  • If you do not have a thule.com account, please review your order confirmation email that was sent after placing your order. It will have your order ID and a link to the My Account page where you can view your order details. 
  • Should you need any additional assistance, please contact Customer Service.  
How can I track my order?

You can view your tracking information on your order history page by either:

  1. Going to the order history page once you have logged into your account. 
  2. Clicking on the link to track your package in the shipping confirmation email. Once you receive your shipping confirmation email, you will be able to track your package. You will receive a shipping confirmation email when your order has left our distribution center.
What are your shipping and handling fees?

 

Please reference our Shipping Information page.

 

When will my order be delivered?

Please note, during holiday or promotional periods (such as Cyber Monday) delivery times can be impacted, resulting in delayed shipments. This is due to holiday hours being in effect and significant increases in order volume. Please refer to your order history page to access additional information such as tracking.

My order never arrived. What do I do?
  1. Check your order status and details on your thule.com account page.
  2. Check the shipment status and verify that our shipping notification emails did not get sent your spam folder.
  3. Please contact Customer Service.
When will my credit card be charged?

 

Your credit card will only be charged once your order has shipped. Most orders ship within 2 business days of receiving your order, if the items are immediately available. You will receive a shipping confirmation email once the order has shipped from our distribution center.

What are accepted forms of payment?

 

We accept the following major credit cards: Visa, MasterCard, Discover and American Express.

What is a CSC code?

 

A card security code (CSC) is an added safeguard for your credit card purchases. Depending on the type of credit card you use, it is a 3- or 4-digit number printed on the back or front of your credit card. For online credit card purchases from us, the security code is required information.

 
Do I have to pay sales tax?

 

We collect sales tax for all applicable US states*. All Canadian provinces have an applicable sales tax.

*Alabama: Rule 810-6-2-.90.02 Simplified Sellers Use Tax Remittance Program states that the seller has collected the simplified sellers use tax on taxable transactions delivered into Alabama and the tax will be remitted on the customer's behalf to the Alabama Department of Revenue. Seller's program account number is SSU-R010496101.

Returns

I ordered the wrong products. What do I do?

 

Once the order status has passed Order Completed you will need to refer to our Return Policy. 

 

When will my order ship?

 

Orders typically ship within 2 business days from submission, excluding weekends and holidays. Actual transit times may be up to 6 business days if products are available immediately. A shipping confirmation email will be sent when your order leaves our distribution center.

If I order the wrong item can I return it?

 

Products in new condition may be returned using our prepaid return shipping labels for full refund within 30 days from the date of purchase. We do not offer exchanges. If you wish to exchange a product, you will need to return the unwanted product for a full refund and purchase the correct product. Please allow 3-5 business days for the return to be processed once it arrives in our distribution center. There will be an additional 5-10 business days for the credit to appear on your bank statement. Please visit our Return Policy for details.

How do I return an item when I complete a purchase as a guest?

 

For orders purchased through guest checkout, you will need to email our customers service team. For complete return instructions please visit our Return Policy. 

Can I return an item that I have used?

 

Sorry, only products in new condition will be accepted for returns. View our Return Policy. 

Are products covered under warranty?

 

All products are covered under our Thule Guarantee.     

Registered accounts

Why should I activate a thule.com account?

 

When you place an order with thule.com, a profile is created in our system. You will receive an email inviting you to activate your account. We strongly recommend you do so as this will make it easier to access your information and order history. Click here to create an account. 

I've forgotten my password. What do I do?

 

Here are three simple steps to recovering your password:

  1. Go to the account log in page, then click on “Forgot your password?” In the “Email address” field, enter the email address you last used to place an order with us. Then click on “Submit”.
  2. Look in the Inbox of the email address you just entered. If you do not find the email in your Inbox, it may have found its way into your Spam folder. Open the email titled “Reset your password.” Read the instructions carefully and click on the link given to proceed to the next step of the process.
  3. Enter your password in both required fields. Please keep your password confidential. We suggest using numbers, symbols, and both lower and upper case letters. Your password must be at least six characters, but no longer than 15. Finally, click “Reset.”
Is your site secure?

 

Yes, for more information please see our Privacy Policy.

Privacy and security

Is my personal information protected when I checkout on thule.com?

Yes, the information you provide in your transaction is secured using a SSL encrypted connection. Please read our Privacy Policy for additional details.

What is your Privacy & Security Policy?

You can view our Privacy Policy here.