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| Ordering & Returns |
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Please visit here for instructions about your order, returning goods, or exchanges.
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What is the status of my order? Has it shipped?
I received my order but only some of the parts were included. Where’s the rest? Where are you located? May I pick my parts up to save on shipping? I would like to return or exchange part or all of my order. What are your return policies, and how may I do so? My product arrived damaged! What do I do?! - My credit or debit card was declined on the website, but now all the charges came through on my online statement - what's going on?!
What is the status of my order? Has it shipped?
The quickest way to find out your order status is to Login to your account and go to your order history page. From there, you will see detailed comments and updates with any tracking information or installation guides if applicable. If you are unable to find the information you are looking for or are still unsure whether or not your order is en route, please feel free to Contact Us
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I received my order but only some of the parts were included. Where’s the rest?
Many items are drop-shipped, meaning that some parts of your order will come from different locations. To expedite your order, we ship products separately as they are available. The rest of your order is on its way in a separate shipment. You can find the different tracking numbers by logging in to your account and checking your order history. For any further order issues, please contact us for assistance.
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Where are you located? May I pick my parts up to save on shipping?
We are located in Santa Clara, California. To place an order for pickup, simply select "Local Pickup" at checkout, and we will contact you when your parts are available for pickup. Some parts will not be available for local pickup, so it's best to contact us for availability, first. Usually, if the part number begins with a "J," the item is available for local pickup.
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I would like to return or exchange part or all of my order. What are your return policies, and how may I do so?
To find out our return policies, please visit our Shipping & Returns Page.
If you have confirmed with Shipping & Returns Page that you are eligible to return your products, and would like to do so, please adhere to the following procedure:
-Log in to your online account, and find your order number (a 5 digit number, i.e. 18056). This will be your RMA Number
-If there are any special circumstances involving your order, such as a mistake on our behalf or an exchange you would like to make, please Contact Us so that we may document these special circumstances in our RMA System. If there are no special circumstances or accomodations that you need taken care of, you may return your product without contact us beforehand!
-Write your order/RMA number on a piece of paper, so that we may access the information in our RMA system using this number. If you did not contact us prior to returning the products, please also include your name, and whether you would like to return or exchange the product.
-Pack the products you are returning properly, with ample packaging materials. Any damages will result in our rejection of your return or exchange.
-Ship the products back to us using a delivery confirmation or trackable service. We also highly suggest you insure the package for full value, as we will not be held responsible for damages.
We will inspect all items before a refund is issued. We guarantee we will be completely fair in our assessment of each situation.
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My product arrived damaged! What do I do?!
First and foremost, don't worry. We insure nearly every damageable package we ship out. We will endeavor to make things right, and will be able to ship you new merchandise as soon as the damage claim is processed by your selected carrier.
Always remember: If a box arrives to your doorstep even SLIGHTLY damaged... Mark it DAMAGED! Go on record that the box was roughed up. If the contents are fine, the carrier will never contact you - however if they are NOT fine, you have a record stating that the box was damaged. It never hurts to be cautious!
If your package arrived USPS: Now you may file USPS claims online using this link . They will pay you for the damages within 2 weeks. If you need any signatures from the shipper (sometimes you will, sometimes it is not required), please feel free to fax over anything that needs signing. We will do everything in our power to expedite your claim. Please note that many customers will purchase new products as soon as the claim has been submitted, and will then be reimbursed by USPS. This expedites the process of replacing the damaged parts significantly.
If your package arrived FedEx: Simply Contact Us, we will handle the rest. A claim will be submitted immediately, and we will issue a pickup to have the products picked up from your home or delivery location. Please keep ALL products in the box, and do not throw away ANY of the packaging materials! FedEx may need to inspect the packaging before they pay out the claim. As soon as they contact us and agree to pay out the claim (usually a week or less), we will ship new products to you in an expedient fashion.
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- My credit or debit card was declined on the website, but now all the charges came through on my online statement - what's going on?!
When a card is authorized (that is, when our credit card processor contacts your bank to see if there are sufficient funds to process the transaction), it does so by withdrawing that amount to make sure there are no problems. If the order goes through, that money is forwarded - however, if the transaction is declined, our processor notifies your bank to reverse the withdrawal. This can take 3-4 days, and sometimes will not happen until the end of the billing cycle. Do not be alarmed. What's important is that you will not be billed for these extra charges at the end of your billing cycle - don't worry, they WILL clear! This is a very regular occurance and happens a lot when people mis-type their billing address, expiration date, or CVV2 code.
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