| This FAQ page should help you
save time and aggravation when using the online store. It can also
speed up your order and save you money. If you still can't finish an
order, feel free to call our 800 number during business hours. Someone can
either help or take the order for you.
Q. Is shipping free?
A. It can be. If you are
shipping your package to one of the 48 contiguous United States and the
order is over $100 and you specify UPS Ground or Priority Mail, shipping is
free. We do reserve the right to choose UPS Ground OR Priority Mail.
On packages that are being sent
via UPS air service, we'll charge the standard rate and not a penny more.
Express mail and airmail will be charged the actual cost. We aren't going to
pass the cost of free shipping on to our customers that want their packages
fast!
Q. My order is very important. How can I make sure
I get it on time?
A. Be sure to check your email regularly
after you place the order. Call in to verify the order made it through. If
you got a confirmation email, it did; but it never hurts to be sure. Orders
are downloaded each day at about 9am and again at noon. If you place an
order on Monday afternoon and specify next day air, your order should arrive
on Wednesday. Often times, we check the orders again later in the afternoon,
but there's no guarantee of that. If you call us, we will accommodate you if
at all possible.
Q. Can I use Paypal?
A. You sure can. Click
here
Q. I can't sign in.
What am I doing wrong?
A. When you originally created your account, you
entered a username and password. To sign in using that account, you have to
enter the exact username and password. These are both case sensitive. If you
just can't get it, simply create a new account. You'll have to fill in your
address information again. Be sure to press the "Save" button in the bottom
right hand corner and remember the username and password.
Q. I can sign on and
put items in my basket, but the order won't go through. What should I do?
A. Make sure you haven't
disabled "Cookies". The store requires cookies. This is adjusted, normally
in browser options. In Internet Explorer Tools/Internet Options, set your
Privacy level to no higher than "Medium". When you're finished shopping
you can return it to it's original setting.
Q. I can't find an
item. What is the best way to find something?
A. 1. Use the Search the Store
feature. I harp on this all the time. I use the store myself all day, every
day. I am constantly using the search. Obviously you know something about
the part your looking for. If it's a Super Deluxe ABC Model 486 fuel pump,
try putting pump in the box, That will bring up a list of all
products that have "pump" in the description or product code. It's fast and
it's effective.
2. Maybe
we just don't have it, but feel free to click on the "Note" Category in the
upper right hand corner of each store page and add a note. It never hurts to
ask.
Q. I'm overseas how
do you ship packages?
A.
We use United States Postal Service Express Mail or UPS
Expedited Service on all international packages. Be sure to specify which
one you would like. Express Mail is usually less expensive but doesn't have
live tracking like UPS does. We do not ship anything worth more than $50 via
regular airmail. Remember, you are responsible for any taxes or
duties your country imposes on the package. Before we ship a package to a
new customer overseas, we will ask you to verify that the credit card
belongs to you. Probably the simplest way is to get a friend that is a long
time customer of ours to vouch for you.
Q. I finished my
order and I got a confirmation email, but my order never came. What did I do
wrong?
A. Something went wrong, that's for sure.
Believe me, we don't like it when orders don't go out any more than you do.
There are several possibilities. They include:
- Your credit card didn't
work, or if you are a new customer, we couldn't verify that the card
belongs to you. We attempt to contact you at the phone number you listed
in the order, or via the email address you provided in the order. That's
why those numbers are so important and must be correct.
- Something you ordered is
out of stock and we couldn't contact you. Again, the email and phone
numbers are important. We try to use a little common sense on this. If
you order a bunch of crash parts and a hat, we aren't going to hold up
the parts if the hat is out of stock, even if we can't reach you.
- If you're overseas, you
should check with your post office. Sometimes the package gets held up
for customs or any number of other reasons.
If you don't get your order
when you think you should, feel free to call our 800 number during business
hours to find out what happened. You don't have to wait; call the day after
you place the order. We're always glad to update you on the status of your
order.
Q.
What is your refund policy?
A. That's simple. If you aren't happy with a purchase, simply send the
product back and we'll replace it or refund your money. Kits that are
returned must be unopened and have the manufacturer's seal in place. Engines
must be in new condition. Engines must not be mounted or run. We reserve the
right to charge a 15% restocking fee on parts that are returned without just
cause. All returned merchandise must be in new condition. If it's not new,
you should take up the complaint with the manufacturer. The bottom line is
this. We want you to be happy and we'll do everything we can, within reason,
to make you happy.
If your question still wasn't
answered, please call 800-321-9909 or 361-855-5788 during business hours.
We'll be glad to help.
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