So this hitch looks exactly like the picture. You can install it one way to lower the hitch height or put it upside down to raise the hitch height, which is what I wanted. I oversized my trailer's axle and tires after a devastating puncture and the trailer was too tall for my previous hitch. This worked well and was easy to set up. Now about this support service. The one they sent me looked like it had been opened before (I'm not sure) and was missing two R-shaped safety pins (sometimes called a split pin or clip). I wrote to the support team through their website. I received an immediate email response and once I gave them my order information they mailed me the clips for free. You don't get that kind of support from many companies these days. Very happy with my purchase and would recommend. Oh, and how does it work as a trailer hitch? It works well. I paid a local machine shop to weld a stabilizer bar onto it. And I used it on a recent hike and it worked well. Due to the two piece construction it has a little more "lost motion" than my old fixed hitch and you can sometimes feel it when stopping or reversing but this is completely normal and exceeded my expectations.
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