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Home > Help & FAQ > FAQ

FAQ

RACINGLAB.COM FAQ:
This page contains answers to common questions handled by our support staff. Should you have any further questions, please consult our Contact Us page.
About Racinglab.com Company and Contact Information: [ Back to Top ]
Where is Racinglab.com and Do you have a retail store front?
Yes. We do have one retail store location in California only and have most of the items in stock for local pickup. If the product is not in stock at our retail store, it can be delivery from our warehouse to our store or special order for pickup.

Racinglab.com (Retail Location)
28301 Industrial Blvd. Suite P.
Hayward, California 94545 USA
Phone: 1-510-259-1699
Fax: 1-510-785-8106
Business Hours: Mon-Fri 10AM - 5PM (PST)

( Driving Directions & Map )
How do I contact Racinglab.com?
For product questions, please use our online Racinglab Contact Us Form to contact us. Usually we will e-mail you back within 48 hours. Before you contact us for questions. You may find your answer in our categorized listing of all common frequently asked questions. If you would like to contact us by phone, please call us 1-510-259-1699 during business hours: Mon-Fri 10AM-5PM (PST)
Do you wholesale to other store or shop?
No. Currently we only deal with retail and online customers and do not accept any wholesale account.
Payment Questions: [ Back to Top ]
What payment options are available (For USA and Canada)?
We only accept USA and Canada PayPal payment with a confirm address for all online order. (Ship to a Confirmed PayPal Address Only)
Do you accept COD, Personal Check or Western Union ?
No. We only accept PayPal payment for all online order. (No exception)
Do you accept phone order and mail order?
No. For security reasons we do not accept phone order or mail order at Racinglab.com. All order must be complete online process through our SSL 128-bit Encryption Server for personal information and credit card security purpose.
Shipping Questions: [ Back to Top ]
Do you ship order to an APO or FPO address?
Yes. We do ship to APO/FPO address via USPS only, except for Oversize items (No Cat-back, Body Kits, Wheels, Hood etc...) Shipping Method: USPS) *No oversize items:
Do you ship to a P O Box address?
Yes. We do ship to P O Box address via USPS only, except for Oversize items. Shipping Method : USPS *No oversize items:
Do you ship to different address other than my credit card billing address?
If you wish to ship your order to a different shipping address other than the billing address on your credit card, you will have to contact your credit card company and added the new shipping address on record on the credit card. We will contact your credit card company for verification. Please add the new address to your credit card before you place an order, this will helps us process your order more quickly.
Do you ship on the weekend?
No, there is no shipping on the weekend and any holidays. Our shipping cut off time before weekend is Friday afternoon 3:00pm PST. All orders receive later than this will be processed on the following Monday or the next business day. We do not process or ship orders on Saturdays or Sundays.
Do you have express shipping for oversize item?
NO. All oversize items ( Cat-back, Body Kits, Wheels, Hood etc...) can only be ship via standard ground shipping within the within continental US (48 States) .
Do you ship outside of USA?
Currently we only ship international order to Canada (see Canada order for detail).
What shipping company do you use to ship my order?
We use UPS, USPS (United States Postal Service), FedEx and Trucking Company (Oversize Item) or any appropriate carrier. For Standard Shipping Racinglab.com will automatically selected the best shipping company according to order size & shipping location for the fastest delivery.
Available Shipping Methods:
Shipping Method For U. S. Mainland:
Standard Ground (U.S. Mainland), UPS 3 Day Select, UPS 2nd Day Air, UPS Next Day Air:

Shipping Method For AK, GU, HI, PR, U.S. VI:
AK, GU, HI, PR, U.S. VI (USPS), UPS 2nd Day Air, UPS Next Day Air *No oversize items:

Shipping Method For APO/FPO:
APO/FPO (USPS) *No oversize items:

Shipping Method For Canada:
UPS Standard to Canada (Shipping & Handling charge included customs clearance and brokerage charges):

IMPORTANT NOTE: Some order required signature confirmation for delivery. If you are not at home at the time of delivery, you may be charged a redelivery fee equal to your shipping charge.
Order processing and shipping Delivery time: [ Back to Top ]
What is Order Process Time?
Most merchandise usually ships within 24 to 48 hours or the product availability time indicated in the product description. Some item require additional time before ship out, depending on the size, weight, distance and location (Body kits, Hood, Fender, Special order etc.…)
Shipping and Delivery Time?
  • Product Availability (See description at product page ) = Time for packaging and credit card process of the order, this time does not includes shipping time. The actual delivery time would be Order Process/Package time + Shipping time (Which customer selected at Checkout).

  • Example: Product usually ships the next business day and is shipped via UPS ground and is in transit for 3-7 business days. The actual delivery time would be 4-8 business days.
Shipping
Time to Process
(Business Days)
+
Time in Transit
(Business Days)
=
Total Delivery
Time (Business Days)
Next Day
1-2
+
Availability + 1
=
2-3
2nd Day
1-2
+
Availability + 2
=
3-4
3rd Day
1-3
+
Availability + 3
=
4-6
Standard Ground
1-5
+
Availability + 2 to 7
=
3-12

Ordering and Shipping Questions: [ Back to Top ]
How do I cancel my order?
You can cancel your order, if you order is in processing and have not been ship out. For fastest response, please contact us by phone 1-510-259-1699 during business hours: Mon-Fri 10AM - 5PM (PST)) for immediate assistance and have your order number ready.
How fast will my order be ship and arrive?
Please see Order processing and shipping Delivery time.
When will I receive my order?
Please see Order processing and shipping Delivery time.
How do I find out my order status?
As soon as your order is accept by our system, we will automatically send you a confirmation e-mail with your order information using the e-mail address your provided. Please make sure to check the spam folder if you are using any free e-mail account by Yahoo, Hotmail, etc... and any e-mail program with spam control.

In the event of delays, every effort will be made to contact you by E-mail or phone. If the delay is due to backorder, we will notify you by phone or e-mail, You will be given the choice to be on our backorder, change to another item, or cancel your order.
How do I find out my order's tracking information?
As soon as your order is ship out, we will automatically send you a new confirmation e-mail with the tracking information using the e-mail address your provided. Please make sure to check the spam folder if you are using any free e-mail account by Yahoo, Hotmail, etc... and any e-mail program with spam control. After your order is ships, it usually takes 24-48 hours for it to show up in the tracking status systems by UPS, USPS or any appropriate carrier.
Products Questions: [ Back to Top ]
Do you make custom parts for my vehicle?
No. We only carry parts we list on our store and do not make custom application.
How do I know which parts are Street Legal in my state?
Some products we sale are for racing and off-road vehicle only, lighting products are solely as auxiliary lighting. Please check with your local DMV or Highway Patrol Department for regulations and information, Racinglab.com is not responsible for any legal issues regarding of any product you purchase here, make sure of your orders & legality of the product before making any purchases.
Return (RMA) and Exchange Questions: [ Back to Top ]
How do I return or exchange an item?
Only defective product can be return or exchange within the first thirty (30) days after the invoice date with an approved RMA number . All returns require an RMA (Return Merchandise Authorization) number, which can be obtained by contacting our RMA/Exchange department with our RMA/Exchange Form. All items must be in "as-new" condition, in original packaging and, with all warranty cards, manuals and accessories.
Is shipping cost refundable?
No. Shipping cost is non-refundable for all return/exchange. Customer is response for return shipping for all return/exchange items.
Is there a restocking fee?
All non-defective returns for credit or exchange are subject to a minimum 20% restocking fee depends on returned item condition, shipping & handling is Non-Refundable and must be completed within 30 days of the invoice date.
What products are non-returnable?
All lighting products, engine parts, Electronics Products and DVD are non-returnable. All products are nonreturnable once attempts of installation have been made, except for factory defects can only be exchange for the same item.
What is the RMA processing time?
After you have submitted the RMA form online, our staff will response you within 48 hours with detail information for return or exchange
Whenwill I get my refund?
We will only issue refund after we received your return and inspection of the item. If your return item meets our return/exchange guidelines, usually refund will be issue within 48 hours.
When will I get my exchange?
Exchange item will be send out after we received your return and inspection of the item. If your return item meets our return/exchange guidelines, usually exchange will be ship out within 48 hours.
International Order Questions: [ Back to Top ]
Do you ship oversea?
Currently we only accept international order from Canada (No exception). For Canadian order please go to (see Canada order for detail).
Canada Order Questions: [ Back to Top ]
Do you ship to Canada?
Yes. We do ship to Canada via UPS only, except for Oversize items (No Cat-back, Body Kits, Wheels, Hood etc...) *Shipping & Handling charge included customs clearance. Brokerage charges, duties and taxes. All charges will be billed to the customer.
What payment methods do you accept for Canadian order?
We only accept USA and Canada issued VISA, MasterCard, Discover Card, American Express credit cards and Debit Card or Check Card with Visa or Master Logo. We also accept PayPal payment with a confirm address for all online order. (Ship to Confirm Credit Card Billing Address Only)
Shipping Method to Canada?
UPS Standard to Canada (Shipping & Handling charge included customs clearance and brokerage charges):
What about duty fee, custom clearance and brokerage fee?

Shipping & Handling charge included customs clearance and brokerage charges.

Online Store Security: [ Back to Top ]
What kind of security do you use for your online store?
Orders are accepted securely using industry-standard 128-bit SSL encryption. All online transactions at Yahoo! Stores are handled with industry-standard SSL encryption.  When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form, then decoded when it gets to us.  For added security, Yahoo Merchant Solutions also encrypt the credit card number when it is stored on disk, and when we forward it to the merchant. All online orders are process securely through a unique direct link to First Data Merchant Services' Nashville platform to our online merchant account.
Why does it say I am being redirected to an insecure page?
After the consumer places the order, we send them back to whatever page they last viewed in your site (or some other page you specify). The order form is secure, and the regular site pages aren't.

Whenever you redirect from a secure to an insecure page, the browser issues a warning. And unfortunately, all the security warnings issued by the browser sound equally terrifying, whether they are really important or (as in this case) not.

For consumers worry about this message, you can safely reassure them that their credit card info was not exposed. The message is merely about the page they get sent to after ordering.
What is a Cookie and Why we use them?
A cookie is a piece of data that a Web server gives to a Web browser. When the same browser asks the server for another page, it includes the cookie with the request. This lets the server know when a sequence of clicks all come from the same browser. And that is all cookies do. Using cookies doesn't give the server any personal information about the person visiting the Web site.

Our shopping sysetms uses cookies to keep track of each shopper's shopping basket. When someone arrives at a store, we give him or her a unique cookie. When they click on an Order button, we use the cookie to decide what shopping basket to put the product into.

If you don't use cookies (or some equivalent approach like putting a tracking code in the URL for each visitor), there is simply no way to make a shopping basket work; unless the server has some way to tell that two clicks on the Order button are coming from the same browser, it has no way to know that both orders should go into the same shopping basket.

Note that Racinglab Doesn't store any information in the cookies themselves. The cookies are simply ids. Any information that shoppers enter when placing an order is kept on our servers; the id in the cookie is merely a key.
Customer Support (Order Related): [ Back to Top ]
I receive an e-mail saying that my Credit Card did not pass the AVS system after ordering?
Our order processing system uses AVS (Address Verification System) to verify credit card information on all online orders.  For security reason & credit card protection for both the shopper & the merchant, all credit card orders that do not pass the AVS system may require additional information before the order will be process. Additional information includes the name of the bank  & phone number that issued the credit card for the order; we will contact the bank for verification of the credit card.

The most common reason for this to occur is you may enter the wrong billing address or the wrong CVV2 number at checkout.
I receive an e-mail from Racinglab saying that additional information is needed to process my order?
The most common reasons we ask for additional information to process an order:
  1. The credit card for the order did not pass the AVS system.
  2. The billing address & shipping address does not match.
  3. The CVV2 number does not match with the credit card.
Credit Card security is one of the most important guideline we follow at Racinglab.com, for a safe & secure shopping transaction between the shoppers & us.
My order was cancelled and my fund was refund back to my PayPal account?
The most common reason for this to occur is your billing and shipping address does not match with the PayPal confirmed address. We only ship order to the PayPal confirmed address (No exception).
Warranty and Product Support: [ Back to Top ]
30 Days Warranty for factory defected products:
Defected product(s) can be refund or exchange within the first thirty (30) days of the invoice date. If your product becomes defective within the first thirty (30) days after the invoice date, you may return it for a exchange only. All non-defective returns are subject to a minimum 20% of restocking fee. Before returning any item, you must contact our returns department using our RMA Form (Please go to our RMA/Exchange section for detail) within thirty days of your invoice and we will provide you with return instructions and a RMA (Return Merchandise Authorization) number, the RMA no. are only good for 12 days from the day of issue. Racinglab will only offer a refund on unopened items. Defective items may be returned for a same-item exchange only.
Manufacturer's Warranty:
All parts after thirty (30) days after the invoice date are covered only by the Manufacturer Warranty. Manufacturer warranties vary and are included with your product and should be reviewed carefully for additional information, any defect in the product must be addressed directly with the manufacturer. Please review the manufacturer information you receive with your new product to learn more about the manufacturer warranty. All parts are intends to be install by professional; all warranty will be void if customers attempt to make the installation themselves. All warranty will be void if the defect was caused by customer's abuse, negligence, and misuse or mishandling.



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NOTICE TO CONSUMER: Some of the products we sale are for racing and off-road vehicle only, lighting products are solely as auxiliary lighting. Please check with your local DMV or vehicle department for regulations and information, Racinglab.com is not responsible for any legal issues regarding of any product you purchase here, make sure of your orders & legality of the product before making any purchases. We reserve the right, without liability or prior notice, to revise, discontinue, or cease to make available any or all products or to refuse or cancel any order. We reserve the right, without liability or prior notice, to revise, discontinue, or cease to make available any or all products or to refuse or cancel any order. Racinglab.com is not responsible for any typographical, photographic or technical errors.