When claiming an item defective. Radiator Express offers 2 options for submission.
1.) Shipping the item back for inspection
2.) Picture Submission
While picture submission will not always be available, when able we will offer it to our customers. With this process you submit pictures of areas of the unit that help ID it and its issues. The factory will inspect and approve or deny the item based on those pictures. We then will prepaid remove the item from your possession.
Here are the instructions for claim by pictures as well as examples at the bottom of a typical email submission.
** Do not submit pictures of installed parts **
Do your best to provide as many of the following:
Pic#1. A picture of the stamp engraving that appears on
the rail or brackets on our parts. (Sometimes there is a sticker on the tanks with the part number instead) OR A picture of the Initial and date written in white marker on the
rail or brackets of the parts (not on all parts)
** Codes on the plastic tanks that start with PA66 are incorrect, do not submit them **
Pic#2. Overall front of unit
Pic#3. Overall back of entire unit
#2 an #3 are required. They will want to see there is no damage to the product (Fan marks, deer horns, rock holes etc). These pics are important, so do not bypass!
Pic#4: Container / box. This is only required for shipment damage claims.
Picture submissions can be made by clicking the Email Us Link found in our support portal or by replying to your existing case and attaching the pictures.
Include your name and order number on all new email submissions so that a case number can be issued to you.
Customer examples of Front and Back of Radiators
Stamp / Engravings
Customer Box illustrations
Customer examples areas of failure
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