FAQS

Horton’s warranty varies based on the product, model of the vehicle and the application of that vehicle. For OEM coverage, please contact your OEM for details; for coverage beyond and outside the OEM coverage (including all aftermarket sales and parts) please see our Warranty Statement for more details.

Only authorized dealer/distributors of our products can file a warranty claim. We *cannot* accept warranty claims from individual owner-operators/end users. Also, if you are a third party dealer or repair shop who does not buy their parts directly from us or from an OEM PDC, then the original entity that buys parts from us needs to file the claim, as we would not be able to credit you as a third party dealer. We will NOT be able to process your claim.

If you are an OEM dealer (e.g. A Peterbilt, Freightliner or Navistar dealership), you probably should be filing the claim through the OEM and sending us the part and claim via that route unless circumstances preclude filing that way.

Horton’s warranty is reimbursement for the purchase of a Horton product to repair or replace the failed unit.

It is *not* a money back guarantee.

A dealer-distributor files the claim, and then sends us the failed part for warranty analysis. Assuming the failure is found warrantable, Horton credits the dealer, and the dealer can then reimburse the end user.

The sequence of events is as follows:

1. Horton product fails
2. End user purchases a Horton replacement/repair option
3. Dealer-Distributor files claim on behalf of end user
4. Dealer-Distributor sends failed part(s) with a copy of the claim to Horton
5. Horton analyzes part(s) and claim
6. If found warrantable or partially warrantable.
   1. Horton credits the dealer
   2. Dealer can then reimburse the customer.
7. If not found warrantable, Horton scraps the part
   1. Unless the dealer specifies non warrantable parts to be returned (at the dealer’s expense)

Horton covers the cost of the replacement/repair that is deemed necessary after analysis of the part and its failure. For example, if a clutch fails, and analysis determines that the clutch only suffered an air leak and could have been kitted with a seal kit, warranty would reimburse for the price of the seal kit, not the entire clutch. A notable exception is Remanufactured clutches. If a Horton remanufactured clutch fails, Horton’s warranty always covers replacement of the remanufactured clutch with another remanufactured clutch, if it failed in a warrantable manner.

It does NOT cover items including but not limited to:

1. Labor
2. Consequential damage
3. Towing and other ancillary costs (e.g. travel expenses)
4. Any non-Horton parts used in a replacement/repair.
5. Shipment of replacement parts to the dealer/distributor

A claim must be filed and the parts sent to us within 60 days of the failure.

No.

A clutch or kit must be purchased for a failure to be eligible for warranty consideration. If you do not do so and send us the failed part, you will not receive any reimbursement.

No.

No.

Yes.

Canadian dealer/distributors should send the failed part to our Canadian Warehouse. U.S. Customers should send it to our Britton, SD Facility. Mexico Customers should sent failed parts to our Mexico City office. The warranty claim form process provides shipping labels and other information to return the part to us at our expense.

Customers in other parts of the world should contact us for more information.

All parts must include a copy of the claim form and clear identification of the claim and claim number the part being returned is for. Failure to do so can lead to claims being misidentified as a core return and subsequently being scrapped without analysis.

For US and Mexico claims, Horton’s turnaround time for disposition is within 30 days of receipt of the failed part. For Canadian claims, this turnaround time is extended by several weeks to a month in order to account for the monthly shipment of parts from our Canadian Warehouse to our Britton plant for analysis.

If more than 90 days have passed since shipping the part for a claim without any response from us, please contact us at warranty@hortonww.com. Please have the claim number and proof of delivery on hand.

Claims are typically denied for:

1. Non warrantable failure modes such as slip and heat or air system contamination
2. No defects found with a returned part
3. Non return of parts for analysis
4. Use of a non-Horton part in the repair
5. Lack of required documentation or lack of identification of a part returned as being for a warranty claim, or not having filled out a warranty claim form at all and simply sending us a part.
6. Being outside the bounds of warranty on time or mileage.

Yes, unless both the part was found non warrantable, and a non-warrantable part was requested to be returned to the dealer. If the claim is found warrantable, the core charge will be part of the reimbursement. If the claim is denied, and request of the return of the part was not made, the claim will pay just the core charge.

If your claim was denied and still are seeking reimbursement, please contact your local sales representative.

Dealer/distributors should contact us at warranty@hortonww.com to receive instructions on how to reach the warranty claim form portal.

Email us at warranty@hortonww.com

No. This is what we call an RGA or what some people call an RMA. This is not a warranty. Contact our customer service at 1-800-621-1320 or sales.orders@hortonww.com to proceed. Please do not file a warranty claim.

1. All users will need to create a new account on Horton’s new E-Commerce platform, regardless if you have used the old platform or not.
2. Start by going to https://shop.hortonww.com/.
3. Next click on the My Account/Sign-In button on the top navigation section
4. You will then be taken to the login and Create A Company Account page. If you are with an organization, check with your company’s admin to see if they added you as a user under your company’s name. If you are starting the process as a new user and creating your organization login information for the first time, proceed with the following prompts:
   1. Click on Create a Company Account
   2. Follow the prompts and answer the required fields. Once you are done you will receive a confirmation email. A Horton E-Commerce staff member will review your account within 24 business hours to approve your account or be in contact with you. PLEASE NOTE: Horton’s business hours are 8AM – 4:30 PM CST, Monday – Friday.

The Horton E-Commerce team reviews all new submission immediately as they are received. You can receive access to the new online ordering system within minutes. However, depending on a variety of reasons it could take longer. Please allow for 24 business hours. PLEASE NOTE: Horton’s business hours are 8AM – 4:30 PM CST, Monday – Friday. Your next action will be to reset your password once prompted via email.

A new feature is that you can find product attributes, cross reference and check inventory all in on spot directly on each product page. Simply scroll down to the table section and click on the Cross Reference section.

Once you get to final section of the checkout process, you will be able to click on the Apply Discount Code button. Once you add your discount code your pricing will be reflected in your Order Summary section.

If you haven’t created an account you will need to do that. For steps on creating an account, see the “How to create an account/how login?” FAQ above. Once approved, Horton’s E-Commerce support team will place you in the appropriate pricing category which will allow you to see your specific pricing. If you already have an account, simply login and your specific pricing catalog will be showcased.

Select the currency option on top browser.

Once logged as an admin, go to My Account > Company Users > click on the Horton blue button that reads “Add New User”

1. Once logged as an admin, go to My Account > Roles and Permission 
2. Click the Add New Role button to create a new specific role for your organization.
3. Select each box for the permissions you want to allow for the role you’re adding.
4. If you’re brand-new role, create a Role name.
5. Once role is created assign to a user.

1. Once a role is created, go back to Company Users and select the user.
2. Click edit on the user you want to edit.
3. Click the dropdown under “User Role” and select new role.

1. Login into your account and go to My Orders. From here you can review pending and past orders. You can also reorder a previous order.
2. When placing a reorder, you can update and edit the quantity as needed. You will also be able to apply your discount code. When you are done, click Update Shopping Cart and proceed to the Checkout process.

Our Quickship Warehouse program is designed to provide fast shipping and rapid delivery of our most popular parts are available for fast delivery, from strategically located warehouses nationwide. This program helps us minimize your downtime by ensuring quick access to in-stock items when you need them.

To start visit our inventory search webpage and login. If you do not have an active login, click the “Request An Account” button. Allow 24 hours business hours for your account to be reviewed and receive a response.

Although the timeframe of when data is updated based on various reason, our standard protocol for our automated data update is every 30 minutes. On our Quickship Warehouse page, you can find a date and time in central standard time of when the data was last updated.

Quickship orders are prioritized for fast processing and are typically shipped out the same day or the next business day. Delivery times vary based on your location and the shipping method selected at checkout.

If you have any questions about your Quickship order, please contact our customer service team via phone or email. They will be happy to assist with order tracking, changes, or any concerns you may have.