Timbren FAQ

  1. Privacy Policy
    1. Privacy
  2. Warranty
    1. What Products are Covered?
    2. Limitations
    3. Exclusions
    4. Exclusive Remedy
    5. What Next?
  3. FAQ's
    1. I installed a rear kit on my pickup truck and it’s almost touching the axle. The installation instructions indicate that I need a 1 inch gap. What should I do?
    2. I installed a rear kit on my pickup truck and there is more than 3 inches of gap between the rubber spring and the axle. Is this ok?
    3. The capacity rating of the ses kit seems awfully high. I am sure that I do not need that much capacity for my application. What do you recommend?
    4. I’m experiencing a rough ride when my vehicle is unloaded. Can this be fixed?
    5. The rubber spring is touching the axle all the time. Will that hurt the axle?
    6. I have a 1985 motorhome with a badly sagging rear suspension. Will Timbren’s SES (suspension enhancement system) help?
    7. Can I haul more weight on my truck if I install Timbren’s SES kit?
    8. How does Timbren’s product compare to an air system? What are the advantages?
    9. Why are some Axle-Less suspensions marked ‘HD’?
    10. What’s the difference between an Axle-Less suspension and a torsion suspension?
    11. What’s the difference between Active Off-Road Bumpstops and Timbren SES?
    12. What kind of warranty comes with the Axle-Less trailer suspension?
    13. What are Axle-Less trailer suspension springs made from?
    14. Is the capacity rating for Axle-Less suspensions for one side or both?
    15. Does the Axle-Less trailer suspension require any maintenance?
    16. Does it come as a pair or just one side?
    17. Do I need to do anything special to my trailer frame to use the Axle-Less suspension?
    18. My off-road vehicle has a suspension lift. Will Timbren’s Active Off-Road Bumpstops still work for me?
    19. Should I install Active Off-Road Bumpstops on both the front and rear suspension of my vehicle?
    20. Do Active Off-Road Bumpstops require any maintenance?
    21. What are Active Off-Road Bumpstops made from?
    22. What is the warranty for Active Off-road Bumpstops?
  4. Shipping Policy
    1. Shipment Processing Time
    2. Shipping Rates & Estimates
    3. Non-Delivery of or Lost or Stolen Package
    4. Returns
  5. Returns Policy
    1. Satisfaction Guarantee
    2. What Next?

Privacy Policy

Q: Privacy

Timbren Industries Inc. uses input forms on our website to serve our customers effectively and in a timely manner. At no time are you in any way obligated to enter any information through our website that you are uncomfortable with. All information collected through these forms as well as from direct email messages is solely for use within the Timbren Customer Service immediate office and will not be shared with any third party under any circumstances.

Respecting your privacy is our number one priority.


Warranty

Q: What Products are Covered?

  • Timbren SES (Suspension Enhancement System) Kits and Active Off-Road Bumpstops Warranty: Warranted against defects in material and workmanship, under normal use and service for the life of the vehicle on which the kit was originally installed.
  • Axle-Less Trailer Suspensions Warranty: Three-year Limited warranty
  • Silent Ride Trailer Suspensions Warranty: Five-year Limited Warranty
  • Dakota Air Trailer Suspensions Warranty: Five-year Limited warranty on steel components; one year on other components including airbag and shock absorber.
  • STi Trailer Suspensions Warranty: Five-year limited warranty on steel components; one year on other components including torque rod assembly / spindle and air bag. 
  • Aeon™ Springs for OEM Customers: Timbren Aeon™ Rubber Springs are warranted against defects in material and workmanship for three years from date of purchase under normal use and service when used in a Timbren approved design.
  • Air Supply components are warranted against defects in material and workmanship for 30 days.

Q: Limitations

  1. The warranty is limited to the replacement of the failed part.
  2. The warranty does not include labor, freight, collateral damage or ancillary costs which may arise as a result of the failed part.
  3. Timbren retains the right to make its own inspection of the failed part to determine the validity of the claim.
  4. These warranties are non-transferrable.

Q: Exclusions

  1. These warranties do not extend to and do not cover defects cause by:
    1. Any alteration, misuse, overload or negligence.
    2. Parts not manufactured by Timbren
    3. Normal wear and tear
    4. Addition of wheel spacers
    5. Improper alignment
    6. Improper Installation
    7. Unreasonable use
    8. Failure to provide reasonable and necessary maintenance
    9. Cosmetic finish or corrosion
    10. Improper torque values and torquing of wheel units
  1. These warranties exclude any incidental and consequential damages, including loss of time, inconvenience, loss of use, towing fees, telephone calls, cost of meals and lodging, for any breach of any express or implied warranty.
  2. Warranty on Timbren products will not apply if you purchased the Timbren products from an unauthorized dealer. You can find the list of authorized dealers at https://timbren.com/locator.html. You can find the list of unauthorized dealers at https://timbren.com/p-35861-unauthorized-dealers.html.

Q: Exclusive Remedy

Timbren will, at its discretion, repair or replace the affected components of any defective product or repair or replace the entire defective product.

Q: What Next?

In the event that you have a warranty concern with a Timbren product, please contact Timbren customer service at 1-800-263-3113 or sales@timbren.com. Timbren customer service representatives are available between 8AM and 5PM EST Monday through Friday.

 

If the resolution of your warranty concern involves either Timbren to ship a replacement product to you and/or you to return the defective product to Timbren, Timbren customer service will issue you a Return Materials Authorization (RMA) number. This number will assist us in processing the resolution quickly and accurately. Timbren customer service may request you the following information to issue you an RMA number:

  • Details of the alleged defect
  • Photographs of the defective product
  • Proof of purchase

 

If Timbren customer service has requested you to return the defective product, please return the product prepaid with the RMA number written visibly and legibly on outside of the package to the following address:

 

Canada and International Customers Only

Timbren Industries Inc.

320 Hopkins Street

Whitby, ON L1N 2B9

Canada         

 

US Customers Only

Timbren Industries Inc.

60 Industrial Parkway Unit 749

Buffalo, New York 14227

USA


FAQ's

Q: I installed a rear kit on my pickup truck and it’s almost touching the axle. The installation instructions indicate that I need a 1 inch gap. What should I do?

Remove the rubber spacer supplied in the assembly. If you have already done this or if there is no spacer in the kit then take the vehicle out for a test drive. Often with a vehicle having a partial load, or a vehicle having an older suspension, the rubber spring may be in contact with the axle with no adverse ride quality. If ride quality is poor, contact Customer Service.

Q: I installed a rear kit on my pickup truck and there is more than 3 inches of gap between the rubber spring and the axle. Is this ok?

Ideally, you want to adjust the rubber spring assembly to a gap of about 1 inch. In most cases this can be done with a spacer included in the kit. If you have already installed everything included with the kit, and you still have too much gap, contact Customer Service.

Q: The capacity rating of the ses kit seems awfully high. I am sure that I do not need that much capacity for my application. What do you recommend?

The real question you seem to be asking is ‘Will this give me a rough ride?” The product’s progressive spring rate provides superb ride quality with any load. Also – when cornering, swerving or in high wind situations, the improved stability offers great performance and peace of mind.

Q: I’m experiencing a rough ride when my vehicle is unloaded. Can this be fixed?

A. If you have installed the Timbren SES (Suspension Enhancement System) and find that the vehicle ride quality is poor when empty, measure the gap between the rubber spring and the axle. (See Question and Answer #1 for further details and solutions.)

Q: The rubber spring is touching the axle all the time. Will that hurt the axle?

Not at all. Primarily, the total weight of the vehicle normally contacts the axle at a point under the leaf springs. The rubber spring, however, contacts the axle at a secondary point of contact. By adding a secondary point of contact we are reducing the stress at the original point and are spreading out the load to 4 points of contact on the axles instead of 2.

Furthermore, the progressive spring rate provides a soft uptake of the load rather than the sudden stop of a solid bump stop, providing a good ride with reduced stress.

Q: I have a 1985 motorhome with a badly sagging rear suspension. Will Timbren’s SES (suspension enhancement system) help?

A. Timbren’s Suspension Enhancement System will certainly help, but our systems are designed to work in conjunction with a suspension that is in good condition. We recommend that the motorhome be inspected by a suspension specialist, to ensure the suspension is in good condition, prior to installing a Timbren system.

Q: Can I haul more weight on my truck if I install Timbren’s SES kit?

A. You cannot exceed the manufacturer’s axle rating or GVW rating of the vehicle. A Timbren suspension enhancement system will greatly enhance the performance of a heavily-loaded vehicle by adding to the spring rate. You can expect reduced sag, and improved roll stability.

Q: How does Timbren’s product compare to an air system? What are the advantages?

Here are 7 ways to compare Timbren’s SES to an Air Ride system:

  • Ride Quality: SES upgrades deliver a softer ride empty and loaded – especially with extra-heavy loads
  • Stability: SES upgrades eliminate roll and sway – even with the heaviest loads
  • Reliability: SES upgrades are made to last – they will never start leaking air because there is no compressed air.
  • Ease of use: SES upgrades require zero maintenance.
  • Ease of installation: SES upgrades take less than an hour to install
  • Price: The installed price of an SES upgrade is about 1/2 the installed price of an air system
  • Warranty: SES upgrades come with two of the best warranties in the industry
    • Lifetime warranty
    • Customer Satisfaction Guarantee

Q: Why are some Axle-Less suspensions marked ‘HD’?

The “HD” in an Axle-Less part number stands for heavy-duty. The HD versions are more robust compared to their regular-duty counterparts with the same nominal load rating. For example, ASR2000S and ASR2KHD both have the same load rating (2000 lbs) even though the first one is regular-duty and the second one is heavy-duty. HD suspensions are constructed using thicker steel making them much stronger. Therefore, they withstand more abuse, harsher conditions, and more dynamic loads. HD suspensions are recommended for off-road applications.

Q: What’s the difference between an Axle-Less suspension and a torsion suspension?

Axle-Less trailer suspensions are fully independent and do not require an axle. A torsion trailer suspension, on the other hand, is housed within an axle tube.

Q: What’s the difference between Active Off-Road Bumpstops and Timbren SES?

Active Off-road Bumpstops are used to soften the harsh impact when driving off-road. They also help avoid damage to the shock absorber and contact of larger tires with the fender. Timbren SES serve as helper springs to level the load and reduce roll and sway for vehicles carrying heavy loads.

Q: What kind of warranty comes with the Axle-Less trailer suspension?

The Axle-Less trailer suspension comes with a full 3-year limited warranty.

Q: What are Axle-Less trailer suspension springs made from?

Axle-Less jounce and rebound springs are made from natural rubber, with all the unique characteristics inherent in rubber springs.

Q: Is the capacity rating for Axle-Less suspensions for one side or both?

The capacity rating represents one complete Axle-Less suspension, i.e. both sides.

Q: Does the Axle-Less trailer suspension require any maintenance?

Yes. Some maintenance is required for the Axle-Less suspension such as greasing the pivot bushings and wheel bearings. For detailed maintenance information, refer to the maintenance notes included with the installation instructions.

Q: Does it come as a pair or just one side?

When you purchase one Axle-Less trailer suspension, you always get enough for both sides of the trailer. The price you see advertised includes both left side and right side.

Q: Do I need to do anything special to my trailer frame to use the Axle-Less suspension?

First of all, you need to make sure the frame is perfectly square. Secondly, some trailer frames require additional support (like an extension plate to allow bolts to be installed vertically). This would eliminate the use of a cross-member, allowing you to achieve maximum ground clearance.

Q: My off-road vehicle has a suspension lift. Will Timbren’s Active Off-Road Bumpstops still work for me?

Absolutely! Timbren’s Active Off-Road Bumpstops are designed to work with your vehicle regardless of the lift kit you have installed. If you want them to engage sooner, simply order a spacer kit.

Q: Should I install Active Off-Road Bumpstops on both the front and rear suspension of my vehicle?

We recommend both front and rear, especially when navigating rough, off-road terrain. Active Off-Road Bumpstops on all 4 corners of your vehicle will work together to give you a smooth, safe ride.

Q: Do Active Off-Road Bumpstops require any maintenance?

No. Just like Timbren SES kits, Active Off-Road Bumpstops are also maintenance free.

Q: What are Active Off-Road Bumpstops made from?

The Active Off-Road Bumpstops are made from natural rubber with all the unique characteristics inherent in rubber springs.

Q: What is the warranty for Active Off-road Bumpstops?

All Active Off-Road Bumpstops come with a Lifetime warranty covering all replacement parts up until the time you sell your vehicle.

Shipping Policy

Q: Shipment Processing Time

Normal processing time is between 1 to 2 days from placing the order.

Although every effort is made to ship the order within the aforementioned processing time, no guarantees are expressed or implied.

Q: Shipping Rates & Estimates

Free ground shipping is available for orders of value equal to or greater than $250 within Canada and the contiguous USA (lower 48 states).

Q: Non-Delivery of or Lost or Stolen Package

Please contact Timbren customer service at: 1-800-263-3113 or email at sales@timbren.com and we will be pleased to assist you.

Q: Returns

Once your shipment has left our factory, we are unable to recall the package or packages. If you choose to refuse the package or packages, upon delivery, you will be responsible for all shipping and return shipping charges.

If you received damaged, defective, or incorrect product or you are not happy with the product shipped to you, please refer to our Return Policy about the available options for returning your order.

If you have any questions concerning our shipping policy, please contact Timbren customer service at 1-800-263-3113 or email at sales@timbren.com.


Returns Policy

Q: Satisfaction Guarantee

We appreciate your purchase of Timbren products. We want you to be happy when you purchase Timbren products. That is why we offer a 90-day Customer Satisfaction Guarantee: Timbren Satisfaction Guarantee means that if you are not happy with the product – if it hasn’t lived up to your expectations, or you simply changed your mind – we will take it back after having the opportunity to walk through the issues with you. We will most likely have a solution to common issues.

You may return Timbren products for a refund, a replacement product, or another product of similar value.

Q: What Next?

To return a product, please contact Timbren customer service at 1-800-263-3113 or sales@timbren.com. Timbren customer service representatives are available between 8AM and 5PM EST Monday through Friday.

Timbren customer service will issue you a Return Materials Authorization (RMA) number. This number will assist us in processing the return quickly and accurately. Timbren customer service may request the following information to issue you an RMA number:

  • Proof of purchase
  • Photographs of the product (only applies in case of return of damaged, defective, or incorrect product)

 After receiving an RMA number, please:

  • Place the goods securely in original packaging if possible.
  • Write the RMA number visibly and legibly on the outside of the package.
  • Return prepaid to one of the following addresses:

 

Canada and International Customers Only

Timbren Industries Inc.

320 Hopkins Street

Whitby, ON L1N 2B9

Canada

           

US Customers Only

Timbren Industries Inc.

60 Industrial Parkway Unit 749

Buffalo, New York 14227

USA

 

You will be responsible for return shipping charges, unless otherwise indicated.

If you have any questions concerning your order or return, please contact us at 1-800-263-3133 or email at sales@timbren.com.