FAQ

  1. When will my order ship?
  2. How long will it take for my order to arrive?
  3. What is your return policy?
  4. How can I return a part?
  5. What type of payments do you accept?
  6. How can I contact someone about my order?
  7. How can I ship my parts to an alternate address?
  8. Do you ship outside of the US?
  9. Will I owe duties or brokerage fees if shipping outside of the US?
  10. Do you price match?

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