Support, Warranty, And Return Request

Orders processed before 3 PM EST will ship the same day IF they are in stock at our location or one of our warehouses (some exclusions may apply). Orders processed between 3 PM and 4 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.

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@xlr8.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@xlr8.com with your name, order #, and the bank phone # so we can verify this for you.

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.

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 10% restocking 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% restocking fee plus any and all shipping charges. Refunds for cancelations prior to shipping are processed 5-7 business days once the cancelation is confirmed. Same time for orders returned after they arrive. 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. If the order has been processed for shipment but we are able to stop shipment, a cancellation fee of 5% will be charged to offset the fees associated with your order. 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.

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.

SHIPPING INSURANCE

Shipping insurance on XLR8.com is provided by Route.com a third-party application that adds additional transparency and protection to your shipment.

Route is a third-party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged claims.

To apply for Route's Shipping Insurance, you are given the option to add the insurance during checkout. If you apply for Route's Shipping Insurance, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here.