We accept returns for 14 days from the date you received your item. All returns are subject to a 20% restocking fee. You can choose to exchange your item for one of equal value, a refund less the 20% restocking fee, or you can apply the value of your returned item (less restocking fee) to any other item from our store.
Exchanges and credits for returns cannot be applied to out-of-stock or special order items; only those currently available in our store.
ANY RETURNED ITEMS MUST BE AUTHORIZED BY UNDERCAR OUTFITTER PRIOR TO RETURNING THEM!
If you wish to return something, you must contact us for an RMA number and shipping address. There is no charge for this, but in order to organize and process returns promptly we must tag them so they can be tracked in our system. Failure to obtain authorization will void our return policy and any obligation for refund or exchange. We also want an opportunity to explain how the return and credit or exchange will be processed so you know EXACTLY what to expect when the matter is resolved.
You charge a 20% restocking fee, why so much?
Because many of our items ship at no charge and this is one of the costs we must recoup when items are returned to us. Additionally we often have to replace the manufacturers packaging and thoroughly inspect the items to they can be sold as new again and we can certify that they are in perfect condition.
In the event we shipped or listed an item incorrectly, it arrived damaged or is somehow defective we will, of course, issue a full refund including any shipping costs.
I just got my RMA number, how long do I have to get the item back to you?
Once the RMA is issued we must receive the item within 30 days. After 30 days the RMA is voided and the item is no longer eligible for return or refund.
I installed the item I bought but I don't like how it looks/works/fits can I return it?
No - we only sell 100% new and unused products, if you have installed the item it is not eligible for return. All returns are thoroughly inspected upon receipt and refunds will not be issued for used or installed items.
I want to return an item that I have unboxed. I threw out the box/instructions/packaging but want to send it back anyway - can I?
Maybe - sometimes we can get new packaging materials from manufacturer, sometimes we cannot. In the event they are available they are never free. If you have unboxed your item and destroyed or disposed of the packaging or some other item that was included you'll need to contact us to see if the item is eligible for return.
My return or refund was refused - why?
If we have received your item and it is not eligible for a return refund or exchange we've likely already contacted you with an explanation and your options to have the item returned to you. Most likely the item was not in new condition as it was sold and delivered to you. We cannot and will not accept damaged, installed or used parts for return. If you disagree with our assessment of your return we encourage you to file a claim with PayPal and let them mediate the return/credit process. We pride ourselves on the way we run our business and feel we represent all of our items and policies accurately, but we understand two parties may not always view a situation and draw the same conclusion so PayPal and Ebay have policies in place to help us reach a satisfactory conclusion in the event of a disagreement or misunderstanding.
Shipping information and guidelines:
Put simply; we stock what we sell – or do our very best to insure the parts we offer come off the shelves of our own warehouse as quickly as possible. This allows us to make sure you are getting what you paid for as quickly as possible. However, we do occasionally run into backorders or stock shortages in instances where we haven’t caught them in time to take down our listings. In these cases we will contact you anytime the lead time goes more than 24 to 48 hours beyond our stated shipping time. If we are out of stock on an item we will provide the most accurate ETA we can and you are free to choose a full and immediate refund or you may choose to wait for your item(s).
We are closed on weekends and most major holidays. We do not ship on these days. Your item will leave the next business day. Please note shipping times quoted by ebay, USPS, or UPS are quoted in business days - these do not count weekends.
We're happy to answer your questions whenever possible. However we only communicate with customers via the ebay messaging interface. This allows us to save and organize all communication in the event that information needs to be viewed at any time. We do not typically answer our phone though we do listen to messages. Our e-mail is also largely ignored.
We may also ignore your question if it is already addressed in the item's description or laid out here in our terms and conditions.
International shipping and customs:
Whenever feasible we make items in our Ebay store available for international shipment. In these instances the freight from the available carrier(s) will be show in the item listings. If you do not see an option for international shipping we do not offer it for that item. Generally speaking we determine not to offer items for sale outside of the US because either A) we are prohibited from exporting them or B) the freight cost to any country outside the US is more than the cost of the part itself.
Anytime we ship an item internationally Ebay and PayPal publish their estimated time frame for delivery. In many cases we have found these times to be optimistic for delivery to buyers but fairly accurate for delivery to a given country’s customs agency. We have absolutely no control over local non-US postal delivery times nor the time it takes for an item to clear customs in a given country. We do our best to ship items as quickly as possible but we cannot assume any responsibility for customs or international shipment delays. We post tracking information with EVERY item we ship. Unfortunately in the case of items shipped via the United States Postal Service we have found this tracking often lags behind the packages actual progress or doesn’t work at all once the package has left the United States. We are happy to ship any international item via UPS as their tracking is much better but unfortunately their freight costs are typically significantly higher.
A word about shipping costs; we offer a selection of parts with free domestic shipping. This free shipping offer applies to US addresses only, we simply cannot afford to ship internationally at no charge. Whenever freight costs are calculated they are done so by Ebay on our behalf. We adhere to their published freight costs, and sometimes they are expensive. We do apologize for the expense, but what is expensive for you is also expensive for us and we do our best to get items out quickly so you get the service you’re paying for.
Declared values for items shipped internationally:
We are frequently asked to declare a value lower than what is paid for an item to help customers save money on customs duties and associated taxes. We cannot do so. All of our items ship insured for their full value, as such they must also be declared for that value. This protects us both in the event and item is lost, damaged or does not reach it's destination.
We are authorized dealers for every item we sell. As such we are happy to assist with any warranty issues. We must state that any and all warranty expressed or implied is that of the manufacturer NOT UndercarOutfitter. That said we will offer whatever help in processing a solution that we can. Some warranty claims can be handled by us, some must be submitted directly to the manufacturer, in either case we will assist in the process. We will only support products purchased from us, we apologize in advance but we simply do not have the time to supply support for products purchased from other vendors.
No warranty of any kind is offered or implied for parts that are discontinued, new-old stock, or used.
What “standard shipping” means to us:
In a handful of our auctions where we offer free shipping you will see it listed as “free standard shipping”. What this means to us is that we reserve the right to ship the item at no charge to you via either USPS Priority Mail, USPS First Class Mail, USPS Parcel Post or UPS Ground. All services offer tracking and insurance.