Privacy Policy

Q: Communications

If you have elected to provide us with your contact information, e.g., by registering at the Site, emailing our Customer Service or Sales teams or placing an order, we may provide you with service related announcements concerning the Site or contact you regarding your customer service requests or your order. For example, all registered users will receive an email to confirm their order. These types of communications are necessary to serve you, respond to your concerns and to provide the high level of customer service that Excelerate Performance, LLC offers its customers.

Q: Disclosure of Personally Identifiable Information

We will never provide your personally identifiable information to third parties for their use in marketing their products or services to you without your consent. Excelerate Performance, LLC takes great pride in having you as a customer and we will ensure your privacy as a customer. Excelerate Performance, LLC does not sell or exchange names or any other information about our customers with third parties.

Q: Communications for Marketing

If you select during the order process or at other times when you submit personally identifiable information, the information you provide may be used by Excelerate Performance, LLC to create and deliver to you our newsletters, surveys or other communications containing product information. If you prefer not to receive such Communications, please do not select the option to do so. If you do select this option and later decide that you would no longer like to receive these communications, please email subscribe@excelerateperformance.com

Q: Fraud Protection and Compliance with Law

We may disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request. We may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.

Q: Service Providers

We may retain other companies and individuals to perform functions consistent with our Privacy Policy on our behalf. Examples include customer support specialists, web hosting companies, fulfillment companies (e.g., companies that fill product orders or coordinate mailings), data analysis firms and email service providers. Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose.

Q: Special Events

If you elect to participate in any promotions, sweepstakes, surveys, questionnaires or other events during your visit to our Site, the rules or terms and conditions for those events may indicate that your personally identifiable information will be shared with third parties. By choosing to participate and submitting your personally identifiable information with respect to such events, you consent to disclosure of your personally identifiable information to such third parties.

Q: Business Transfers

As we continue to develop our business, we might sell certain of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and by submitting your personal information on the Site you agree that your data may be transferred to such parties in these circumstances.

Q: Cookies, IP Addresses, Pixel Tags and Tracking Technology

We may place a "cookie" on your computer's hard drive so we can recognize you as a return user and personalize your experience. A cookie is a piece of data that enables us to track and target your preferences. The cookie will be stored on your computer's hard drive until you remove it. We may also use temporary or "session" cookies to help you shop. These cookies will expire when you place an order. You can have your browser notify you of, or automatically reject, cookies. If you reject our cookies, you may still use the Site, but you may be limited in the use of some of the features.

In addition, we may use IP addresses to analyze trends, administer the Site, track traffic patterns, and gather demographic information for aggregate use, as well as in combination with your personally identifiable information for credit fraud protection and risk reduction.

Similarly, when you visit this Site or view one of our emails, we may use pixel tags (also called "clear" gifs), tracking links and/or similar technology to note some of the pages you visit on our Site and personalize your experience. We may also use pixel tags to determine what types of email your browser supports. We may use the information collected through pixel tags, tracking links and similar technology in combination with your personally identifiable information.

Our store does recognize your ISP (internet service provider). However, we cannot identify you as an individual. If you make an online purchase we do collect information (such as sales statistics and traffic patterns) to help improve your shopping experience. We keep all information confidential.

Q: Use of Aggregate Information

We may use the information you provide in aggregate (non-personally identifiable) form for internal business purposes, such as generating statistics and developing marketing plans. We may collect, store or accumulate certain non-personally identifiable information concerning your use of the Site, such as information regarding which of our pages are most popular. We may share or transfer non-personally identifiable information with or to our affiliates, licensees and partners.

Q: Links

This Privacy Policy applies only to the information collected on this Site. Our Site may contain links to or from other websites and you should be aware that we are not responsible for the privacy practices of other websites. We encourage you to read the privacy policies of other websites linked to the Site.

Q: Security

Excelerate Performance, LLC takes your privacy and security very seriously. We seek to protect the security of your personal information both online and offline. All credit card transactions are secure. Every online order is encrypted and sent through a secure server, using SSL technology to prevent information from being intercepted.

Confidential information such as your credit card number will be used only to fulfill your order. To protect your privacy, we will ask you to enter your credit card number and expiration date each time you place an order with us. This way, even if someone else accesses the account information stored on your computer, they won't be able to use your credit card.

E-mail is not encrypted and is not a secure means to transmit credit card numbers. We will only display the last 4 digits of your credit card number on your account.

Q: Notification of Policy Changes

Excelerate Performance, LLC reserves the right to revise this Privacy Policy in the future by posting changes at this location and we may make changes at any time without notification.

Q: Updating Personal Information

If you are a registered member at Excelerate Performance, LLC you can change your personal information at any time by updating your information at checkout.

Q: Contacting Us

We welcome your comments and questions about privacy. Please send email to subscribe@excelerateperformance.com or sales@excelerateperformance.com

We are confident that your visit to Excelerate Performance, LLC’s webstore is secure and safe. However, you may choose to call us directly to place your order over the telephone. Please call our Sales Team at 203-483-6100. Thank you.


Shipping & Returns

Q: Order Processing

Orders processed before 3 PM EST will ship the same day IF they are in stock at our location or one of our warehouses. Orders processed between 3 PM and 5 PM may possibly ship out the same day, if they are in stock at our location. However, there is no guarantee. We also may have an overload of orders or some unforeseen occurrence which may delay shipping. However, we will do our best to process all orders in a timely manner. Most orders are shipped within one business day and take 5-7 business days to arrive within the continental 48 United States. However, sometimes, products back ordered or out of stock and therefore will require some additional time to process the order. We will do our best to expedite the process so that the product will ship in a timely manner, as far as it possible for us to do so.

Q: Guidelines for Shipping to an Alternate Address

For our and your protection we generally only ship to the billing address. We can ship to an alternate shipping address. Please include the shipping address in the Customer Comment Box or Shipping Address box on the online store or with the rep via phone. However, we will require proof of the new address being associated with the card holder. Here are some guidelines to set this up.

  1. The customer must send an official proof that they live or work at the shipping address, i.e. pay stub, utility bill, government document, etc. Please send this to sales@xlr8performance.com
  2. If no official proof is available the customer can add the address to their credit card profile by calling the bank associated with their CC and adding it as an approved shipping address. Then an Excelerate employee will need to verify that information by calling the bank. After adding that address to your CC profile, please email sales@xlr8performance.com with your name, order #, and the bank phone # so we can verify this for you.

Q: Shipping and Free Shipping

Although the customer may choose a specific shipping company, Excelerate reserves the right to interchange shipping companies but with the corresponding service time. For instance, if FedEx Ground is chosen we may choose to ship with UPS Ground or vice versa. For Canada, we may ship via DHL instead of UPS or FEDEX. The service and shipping time will remain the same but a different company may be chosen. In some cases, the shipping cost calculated may be significantly different from the actual cost of shipping due to the fact the product may have to drop ship from a manufacturer or warehouse; if this is the case we may contact you to discuss shipping costs or other arrangements.

Shipping to Canada can be calculated by adding the parts you want to shopping cart, then proceeding to checkout. Once there, select your country, Canada, and make sure to type in your postal code. If you do not put in your postal code you will not get a proper quote for shipping. The customer/receiver will be responsible for any duties or taxes charged by UPS or Canada.

Some brands and/or parts will be offered with “Free Shipping” or Flat Rate Shipping, which means that Excelerate will ship the package(s) out via ground shipping methods, or whatever method we deem appropriate, free of charge to the customer or at the designated flat rate. This “Free Shipping” will ONLY apply to packages that are shipped inside the continental 48 United States. All other states and/or regions will incur additional shipping charges.

For those customers who are outside the continental 48 US, i.e. Hawaii, Alaska, Puerto Rico, Canada, Mexico, APO, FPO and/or any PO box and any other international order, or for those customers who want expedited or express shipping (1, 2 or 3 day shipping) we will email or call you with shipping charges. The shipping costs will be calculated on a case by case basis and will be dependent on the dimensional weight of the box and the location of where it will ship to. Parts will not be ordered or shipped until the customer completes the payment for the shipping charges.

In some cases, free shipping can come up as an option on items it doesn’t apply to. Items that are over-sized, have large dimensional weights, weigh over 100 lbs, or require truck freight will not qualify. If this specifically occurs on your transaction, we will either ask for the funds to ship the item or refund your order. We apologize in advance for any inconvenience.

Q: Return Process and RMAs

Return for exchange or refund will be allowed only within 30 calendar days from the date of receipt of merchandise with no exception. If the item was in stock at our location then the return will be subject to a 5% re-stocking fee plus any and all shipping charges, as long as it is eligible for a return. Returns that did not ship from our location are subject to a 25% re-stocking fee plus any and all shipping charges. If your order originally qualified for “Free Shipping” you will be responsible for the full cost of the original shipping (determined by UPS.com or other shipping providers) plus the return shipping. Canceled orders are not subject to a fee if canceled the same business day and if they have not been processed. Original shipping and handling charges are not refundable. All authorized return merchandise must be new, unused, and in its original sale-able packaging, and must also include all hardware and documentation. No cancellations, refunds, or exchanges on special order items or custom order items will be allowed. No returns are accepted on electronics.

A Returned Merchandise Authorization must be obtained before any returns can be made. We will not accept any returns without an RMA. Please write the RMA number clearly on the outside of the returning package. Please use this form to request a RMA: RMA Request Form

All returns must be received by Excelerate Performance within 10 calendar days of the RMA number being issued. The RMA does not imply a replacement or refund, but only that we will inspect the merchandise based on your claim. Returns must be sent freight prepaid and insured by you. A photocopy of your invoice showing the invoice number must accompany your return along with a written explanation and a contact phone number.

We recommend that you repack the item(s) carefully since it your responsibility to make sure item arrives in saleable condition. We cannot give credit or a refund on a returned package that was damaged due to insufficient packing. All returned items needs to be insured (in case of loss or damage) and we recommend the customer to get a tracking number to track the shipment. We also recommend you take pictures of all packaging and the item prior to shipping it back to us.

Q: Shortage/Damaged Shipment

All orders are packed carefully and correctly. Damaged shipments should be checked in the presence of the carrier. Please keep all shipping cartons and packing material for carrier inspection. We will not initiate any claims with the carrier. Claims for shortage of items or discrepancies must be made within 24 hours after receipt of merchandise. Damage should be reported immediately.

All special orders must be paid in full at the time of order. Orders are processed in timely manner but we cannot be held responsible for delays beyond our control. No cancellations, refunds, or exchanges on special order items or custom order items.

Any refused shipments sent back to XLR8 Performance does not constitute the right to a refund or credit. It is the customer’s responsibility to make all arrangements with us for refused shipments. Customer will be charged freight expenses associated with the refused shipment, both inbound and outbound, as well as any applicable restocking fee on all shipped products.

WARRANTY: No warranty whatsoever will be given if the defect was caused by customers’ abuse, negligence, mishandling, or improper installation. All merchandise sold by Excelerate Performance is only subject to manufacturer warranty, if any. Warranty items are subject to submission to the manufacturers for inspection and approval for repair or replacement of merchandise. Customer, however, will be responsible for all shipping and handling fees. No labor or inconvenience may be included in any warranty claims. There is no warranty on lights, light bulbs, decals, electrical parts, and engine parts. Check your state and local laws regarding the use on any parts.


FAQ

Q: When will my order ship?

Orders processed before 3 PM EST will ship the same day IF they are in stock at our location or one of our major warehouses. Orders processed between 3 PM and 5 PM may possibly ship out the same day, if they are in stock at our location. However, there is no guarantee. We also may have an overload of orders or some unforeseen occurrence which may delay shipping. However, we will do our best to process all orders in a timely manner.

Q: How long will it take for my order to arrive?

Most orders are shipped within one business day and take 5-7 business days to arrive within the continental 48 United States. However, sometimes, products back ordered or out of stock and therefore will require some additional time to process and ship the order. We will do our best to expedite the process so that the product will ship in a timely manner, as far as it possible for us to do so.

We will also update your order with tracking information typically within 24 hours of your order, assuming the parts are in stock. If we do not have the parts in stock then you will still be notified of the ETA for their shipment.

Q: What is your return policy?

Please click the following link for full details on our Return Policy: Return Policy

Q: How can I return a part?

A Returned Merchandise Authorization must be obtained before any returns can be made. We will not accept any returns without an RMA. Please write the RMA number clearly on the outside of the returning package.. All returns must be received by Excelerate Performance within 10 calendar days after the RMA number has been issued. The RMA does not imply a replacement or refund, but only that we will inspect the merchandise based on your claim. Returns must be sent freight prepaid and insured by you. A photo copy of your invoice showing the invoice number must accompany your return along with a written explanation and a contact phone number.

We recommend that you repack the item(s) carefully since it your responsibility to make sure item arrives in saleable condition. We cannot give credit or a refund on a returned package that was damaged due to insufficient packing. All returned items needs to be insured (in case of loss or damage) and we recommend the customer to get a tracking number to track the shipment.

Please use this form to request a RMA: RMA Request Form

Q: What type of payments do you accept?

We accept VISA, Mastercard, Discover, AMEX, and Paypal. All credit card orders can only be shipped to a verified Billing Address, except as noted below. Credit Card and Paypal orders will not be shipped until all information are verified and matched. Money Orders and Gift Certificates are also accepted but the order will not be shipped until payment has been received in full.

Q: How can I contact someone about my order?

Staff is available via phone or email from 9 AM to 6 PM EST. You may email orders@excelerateperformance.com at any time for an update and we will respond within 24 hours typically. Or you may call us at 203-483-6100 during normal business hours.

Q: How can I ship my parts to an alternate address?

For our and your protection we generally only ship to the billing address. We can ship to an alternate shipping address. Please include the requested shipping address in the Customer Comment Box on the online store or with the rep via phone. However, we will require proof of the new address being associated with the card holder. Here are some guidelines to set this up.

  1. The customer must sent an official proof that they live or work at the shipping address, i.e. pay stub, utility bill, government document, etc. Please send this to orders@excelerateperformance.com
  2. If no official proof is available the customer can add the address to their credit card profile by calling the bank associated with their CC and adding it as an approved shipping address. Then an Excelerate employee will need to verify that information by calling the bank. After adding that address to your CC profile, please email orders@excelerateperformance.com with your name, order #, and the bank phone # so we can verify this for you.
  3. The customer may also send payment via Paypal to sales@excelerateperformance.com Please make sure to add your shipping address to your Paypal profile and choose this address when checking out.
  4. The customer may also send a payment via Align Commerce, which is essentially a bank transfer (ACH), to sales@excelerateperformance.com. With the wire transfer the order can be shipped to the requested address without particular proof.

Q: Do you ship outside of the US?

Typically, we ship to the US and Canada. However, we can ship internationally but we will not accept payment via Credit Card for international orders. Payments must be sent via Bank Wire Transfer or via Paypal. However, this will add additional costs. Please contact the sales team at sales@excelerateperformance.com with your request. Please include the part you’d like, your full name, vehicle information, full address, and requested shipping service. Thank you.

Q: Will I owe duties or brokerage fees if shipping outside of the US?

Yes you will. Any duties, fees or brokerage charges will be the customer’s responsibility. Excelerate LLC will not incur any of the costs associated with the fees charged by the shipping carrier or the government or any other entity that process your package.

Q: Do you price match?

Yes we will price match any legitimate competitor’s advertised retail price on an identical in-stock new, undamaged, unopened product if you can provide proof of the advertised price and if the part is in stock at the advertised location. The “advertised price” includes all shipping, handling, processing, fees or any other costs associated with getting the part to your location. We will not match marketplaces like eBay, Amazon, etc or any illegitimate business that is not an authorized dealer for the product in question, nor will we match clearance prices. We reserve the right to deny a price match if it violates any sort of pricing restrictions, like UPP or MAP. Please be aware that Excelerate LLC reserves the right to not price match.

To request a price match please use the following form: Price Match Form


Terms and Conditions

Q: Orders

All orders placed with Excelerate LLC (dba XLR8 Performance) via phone, fax, mail, internet, email or other constitute the acknowledgement and acceptance of all conditions listed on www.ExceleratePerformance.com and all conditions listed below. All parts shall remain the property of XLR8 Performance until paid for in full. All orders shipped to a Connecticut address must pay CT Sales Tax of 6.35%. If the CT Sales Tax is not calculated at the time of checkout then the customer will be notified of the new amount when the order has been processed.

All prices, materials, design, color, contents included with a product, and product specifications are subject to change without notice. Some of the images shown on this site may not be the image for your specific vehicle. They are used for reference purposes only. It is the responsibility of the customer to verify part numbers and applications. In the event that an incorrect price is listed on XLR8Performance.com due to a typographical or other error, we reserve the right to refuse or cancel that order. We also have the right to refuse or cancel any such orders whether or not the order has been confirmed.

Q: Payments

We accept VISA, Mastercard, Discover, AMEX, and Paypal. All credit card orders can only be shipped to a verified Billing Address, except as noted below. Credit Card and Paypal orders will not be shipped until all information are verified and matched. Money Orders and Gift Certificates are also accepted but the order will not be shipped until payment has been received in full.

By submitting the order, customers hereby acknowledge and agree to be abided the above “Terms and Conditions” of Excelerate Performance. It is the customer’s responsibility to retain all invoices for their record and warranty claims.