Frequently Asked Questions
FOR SHIPPING, PROCCESSING, & TRACKING
Ground Shipping: Typical shipping time for ground shipments is 2-4 business days, if there is a claim made by the shipping carrier for a damaged or lost product the company that handles the ground has 14 days to make a decision on making a claim(this is out of our hands, in order to handle the situation properly we have to give them the proper time to look into the claim and work on a resolution)
LTL/Freight Shipping: Typical shipping time for freight shipments is 4-10 business days. Someone does need to be there to meet and sign for the product with the freight carrier at the address that was provided to us. If the shipping carrier cannot access the address you provided or they can’t get down the driveway, then the customer will need to work it out with them to meet them at the next best place possible. Signature is required for certain shipments, once the customer or the person representing the customer at the time of delivery signs for the product, they release all damage claims from the freight carrier, third party distributor, manufacturer, dealer, Black Patch Performance and any other parties.
General Shipping Time Disclosure: Shipping time ranges from 4-10 business days for products, depending on the shipping carrier. There will be scenarios where the product isn’t available in a warehouse near you so please allow up to 15 business days for the item to arrive. We will always have your product shipped to you as quickly and efficiently as possible.
No shipping times are guaranteed, these are just estimated delivery times
Important delivery/shipping information:
-We will always ship the item to you from the closest available warehouse but in some cases the closest warehouse may be several states away. We ask that you allow 15 business days from the time of order processing to get you your product. This time frame is before including time added for weather/shipping delays or any claims/cases opened with the shipper.
-Do NOT mount or install damaged products, once a product is mounted or installed you own the product “as-is”. No exceptions.
-All wheels MUST be test fit onto the vehicle before installing tires onto them. Once tires go onto the rims they can not be returned or exchanged under any circumstances. YOU MOUNT THEM YOU OWN THEM
-Signature is required for certain shipments, once the customer or the person representing the customer at the time of delivery signs for the product, they release all damage claims from the freight carrier, third party distributor, manufacturer, dealer, Black Patch Performance and any other parties.
-The service default for ground shipments is no signature required
-Black Patch Performance is not responsible for lost or stolen items if they are marked as delivered by the carrier.
-Partial Delivery Shipments: If a customer arranges to pick-up the item/product from the freight carrier, they are still responsible for the full cost of shipping and noting any damage at time of pick-up with the freight carrier.
Tracking information is usually sent by email within 3-5 business days from your original order date. Please check your junk/spam for your tracking information before you call to receive an update from us directly.
Please allow one business day from the order date for processing. From there your product will be awaiting pick-up from the shipping carrier, once the shipping carrier picks up the product/item they will release the tracking information to us, which usually takes 2-4 business days. Be on the lookout for an email from us containing your products tracking information within 3-5 business days from your original order date. We ask that you allow 14 business days from the time of order processing to get you your product. This time frame is before including time added for weather/shipping delays or any claims/cases opened with the shipper.
PLEASE NOTE
In order for some orders to proceed we may need additional vehicle information from you or an additional point of contact for the delivery. Please be aware that Black Patch Performance may reach out to you through phone or email in order to gather additional information.
Any delay in getting back to us may add additional shipping or processing time to the order.
We may cancel an order if you have not gotten back to us in a certain amount of time.
This question has two answers depending on when it is asked
When- Before I order
Answer- YES
All you need to do is change the shipping address in the checkout to the shop's address. Just make sure that you put in the billing address for the card information because the default is to leave the billing address the same as the shipping address. If you forget to change the billing address to the correct one this may set off our fraud detectors which will result in the cancellation of the order. Please double check all of the information you have entered is correct
When- After I order
Answer- MAYBE
This basically comes down to how you paid. If you paid via PayPal or one of our finance partners, we can not change the shipping address after the fact. If you ordered directly with your card or through Shop Pay, we can as long as it does not void the Shopify Protect on our side.
This question has multiple answers depending on when it is asked
When- Immediately after I order
Answer- MAYBE, possibly without fees
This basically comes down to how you paid. If you paid via PayPal or one of our finance partners, we can not change the shipping address after the fact. If you ordered directly with your card or through Shop Pay, we can as long as it does not void the Shopify Protect on our side. We handle stuff like this case by case. Call or email us ASAP to get this resolved
When- After order is processed
Answer- MAYBE, will have fees associated
I know what you might be thinking, it hasn't shipped yet so you can just change it. Sometimes that works out but 99% of the time immediately after we process the order we set up and pay for the shipping to maximize efficiency and reduce the time it takes the item to get to you. This is a double edged sword, when everything is correct it drastically increases shipping speed. On the other hand, when something is wrong, it severely limits the amount of time you have to bring this issue to our attention. Please be very careful when inputting your information. We don't get joy from having to charge you fees for something so silly, but we have to because they are charged to us.
When- After order has shipped
Answer- Probably not, but if we do manage to pull it off there will usually be massive fees associated with it
Once the item is handed over to the carrier there is very little we can do in the way of altering information. Typically by the time we can get a hold of the correct people at the carrier's facility the item has already been delivered to the incorrect address. If by some miracle we are able to get ahold of them and submit the correct information to them it is likely that fees for changing the address mid shipment will be in the range of $50-$400 depending on the shipment size and location.
So what do you do if you shipped it to the wrong address? It depends on the situation. We will always try to help when we can but you providing the incorrect address is in no way our responsibility to handle, so keep that in mind. Here is kind of the low down of a few scenarios because situations like this depend so much based on so many factors
- Case: I shipped the item to the wrong address number
- Best solution: work with the owner of the property you shipped the item to to see if they can let you know when it arrives and see if they will help you out. Most people will be understanding of this and be more than happy to help. However, the property owner is in no way obligated to help so do not trespass or mess with any of their property without their permission
- Case: I shipped the item to the wrong street
- Best solution: work with the owner of the property you shipped the item to to see if they can let you know when it arrives and see if they will help you out. Most people will be understanding of this and be more than happy to help. However, the property owner is in no way obligated to help so do not trespass or mess with any of their property without their permission
- Case: I shipped the item to the wrong state
- Best solution: It depends, most of the time when we have seen this happen it is because the customer recently moved or they have multiple homes. If you still own the property that it shipped to then worst case scenario you can get it at a later date. However, if you have no connection with the property you shipped the item to then it becomes a much more difficult situation. If you have any connections with anyone in the area you can ask them to help you handle it.
At the end of the day you messed up, so it is on you to work to find the best solution for you. There will be absolutely no refunds or credits issued in situations like this. Some people have the mindset of, "Oh, I sent it to the wrong address so I didn't actually receive the item so therefore I shouldn't have to pay for it", but that's not how it works. We sent the item out so we will not be stuck paying for your mistake. It is an unfortunate situation but it is one you have put yourself in
We will email tracking information to the email address on file for the order. Another way to track the order is by coming back to our site and logging into your account if you have one
PLEASE NOTE
In order for some orders to proceed we may need additional vehicle information from you or an additional point of contact for the delivery.
Please be aware that Black Patch Performance may reach out to you through phone or email in order to gather additional information.
Any delay in getting back to us may add additional shipping or processing time to the order. We may cancel an order if you have not gotten back to us in a certain amount of time.
Here are the reasons we would have canceled an order
1. We were unable to get ahold of you in a timely manner to verify some aspect of the order, or were unable to reach you able shipping information
2. Our payment processor has a fraud detector and if something on the order tripped your purchase as a fraudulent order we will cancel it and not accept a reorder from you. NO EXCEPTIONS
3. You were rude to one of our staff or refused to cooperate with us.
Let us get this straight right now. We are not Walmart, the customer IS NOT always right. We are a small business run by good small town people. We don't have the time or energy to waste on rude or nasty people. We are absolutely in no way, shape, or form required to do business with you. We have full say over the customers we choose to do business with. So if you are an ass to one of our staff or refuse to cooperate with any policies or procedures your order will be canceled and reorders WILL NOT be accepted. Black Patch Performance is a family run business and with each new customer we serve we add onto our ever growing family. We only want the best of the best when it comes to customers, not a bunch of jerks. So if your order was canceled due to this reason, maybe figure your shit out so less people around you have to deal with it.
We can not ship to a P.O. Box
This question has two answers depending on when it is asked
When- Before I order
Answer- YES
All you need to do is change the shipping address in the checkout to the shop's address. Just make sure that you put in the billing address for the card information because the default is to leave the billing address the same as the shipping address. If you forget to change the billing address to the correct one this may set off our fraud detectors which will result in the cancellation of the order. Please double check all of the information you have entered is correct
When- After I order
Answer- MAYBE
This basically comes down to how you paid. If you paid via PayPal or one of our finance partners, we can not change the shipping address after the fact. If you ordered directly with your card or through Shop Pay, we can as long as it does not void the Shopify Protect on our side.
Frequently Asked Questions
FOR EXCHANGE & RETURN POLICIES
Short answer:
Yes with fees if the item is unused and undamaged
Long answer:
Inform Black Patch Performance IMMEDIATELY at 540-784-1004 or email blackpatchperformance@gmail.com within 2 business days to explain the reason for return. We are open Monday-Friday 10am-6pm so please allow at least (1) business day to review your request and get back to you.
Keep in mind NO returns are allowed on special orders, discontinued items, installed products, sale items, modified products, or painted products. Customer is responsible for return shipping on returned items. Pay close attention to your order upon delivery. Please check for damages to your product when accepting your order. Customers are responsible for using existing packaging or re-packing your return. Please contact us at blackpatchperformance@gmail.com for more information.
Our delivery partners cannot accommodate the collection of a return item from a location that is different from the original shipping address. For accepted returns and exchanges that will be picked up by our delivery partners, the item’s pick up address must be exactly the same as its original shipping address.
In case a customer picked up the product/item from the warehouse or a freight destination terminal, then the customer will need to return the product/item to the warehouse in the same manner. Alternatively, the customer may ship the product/item back to the warehouse at their own cost. Please note that all returns must be approved by our team before they can be processed, and the item must be in its original condition with all packaging and documentation included. Returns of items that have been installed or used in any way will not be accepted.
IF YOU HAVE INSTALLED THE PRODUCT OR ATTEMPTED TO INSTALL THE PRODUCT IT IS NOT RETURNABLE
ALL ITEMS MUST BE CHECKED FOR ANY ISSUES BEFORE INSTALL
IF YOU RECEIVED THE INCORRECT ITEM AND YOU HAVE DAMAGED THAT ITEM IT IS NOT RETURNABLE
Return Conditions:
1. Return request must be sent to blackpatchperformance@gmail.com within 2 business days of receiving a returnable item/product.
2. Customer must provide at least 5 clear pictures of the damaged or defective item/product at the time of request
3. Product/item must be packaged back up in original packaging and strapped to a pallet
4. The item’s pick up address must be exactly the same as its original shipping address
5. Customer will be responsible for working with the shipping carrier to schedule pick up time and date, they will also be responsible for meeting the shipping carrier to assist with loading it for transit
Black Patch Performance reserves the right to refuse credit per, but not limited to the following conditions:
1. Items returned for non-warranty issues.
2. Items/products that were returned damaged
3. Product instructions that directs customers to deal directly with Manufacturer.
4. Manufacturer's Warranty policies that may take precedent on issuing credits.
5. Products returned missing parts.
6. Black Patch Performance is not responsible for return shipping charges when customer is at fault or changes their mind.
7. The customer is responsible for shipping charges if the incorrect part number is ordered.
What if a customer orders an incorrect part or is dissatisfied with either the part or delivery?
If a customer orders the wrong part or is dissatisfied with the product (Color, Texture, Appearance) or logistic services (Transit or Delivery Times) or for ANY reason, the customer is responsible for the following:
1) The customer is responsible for the FULL cost of return shipping
2) The customer is responsible for any restocking fees that apply
3) The original cost of shipping will be deducted from the total amount of the refund.
4) Credit/Debit Card fees will be deducted from the total amount of the refund
5) If the customer refuses shipment or doesn’t work with shipping carrier to meet and sign for the item at the time of delivery, which results in the item/product getting returned to the warehouse, then the customer will be responsible for: the FULL cost of return shipping, any restocking fees that apply, the original cost of shipping, and any Credit/Debit Card fees that apply.
Why is this our return policy?
The process of shipping and returning items is expensive. When you order a product/item from our store, we pay a shipping company to transport the part from our warehouse or the manufacturer to your location. When a product is returned, this cost is not recoverable. Therefore the original cost of shipping will not be refunded.
If you received "FREE" shipping you will not be refunded the amount that we paid for shipping the item to you. There is no such thing as "FREE" Shipping
If your product is damaged in transit, note it with the freight carrier and contact us immediately! If it is damaged do not sign for the item, either note the damage on the delivery documentation or reject the shipment if damage is severe. Rejecting the shipment may come with fees though, so it is highly recommended that you get in touch with us BEFORE you reject the shipment. If your item appears to be in good shape you can sign for it and you are ready to install! Black Patch Performance is not responsible for damage to over-sized items (including but not limited to: Tonneau covers, grille guards, bumpers, bull bars, wheels, tires, lift kits, etc.) that are signed for by the end customer without notating the damage on the receiving documents. Any item that is signed for by a shop, customer, or someone representing the customer cannot be returned. (No Exceptions.) By accepting a damaged shipment you are releasing Black Patch Performance and the carrier of any financial responsibility.
If a customer arranges to pick-up the item/product from the freight carrier, they are still responsible for the full cost of shipping and noting any damage at time of pick-up with the freight carrier.
If the order was not signed for as damaged, please note it with the shipper and take lots of pictures, then please contact us immediately. Once we receive clear pictures showing the damaged packaging and product along with the order #, then we can start working on getting things resolved.
PLEASE NOTE
Items damaged in transit MUST be brought to our attention within 2 days of delivery
Most oversized items are non-returnable and non-refundable. If the product you ordered has been damaged in transit please contact us immediately. Please make sure you order the correct product when purchasing over-sized items. Examples of oversized items (but not limited to) include: Grille Guards, Front Bumpers, Rear Bumpers, Ladder Racks, Headache Racks, Wheels, Tires, etc.) Please contact us if there has been a mistake on your oversized order at blackpatchperformance@gmail.com
This question has multiple answers depending on when it is asked
When- Immediately after I order
Answer- MAYBE, possibly without fees
This basically comes down to how you paid. If you paid via PayPal or one of our finance partners, we can not change the shipping address after the fact. If you ordered directly with your card or through Shop Pay, we can as long as it does not void the Shopify Protect on our side. We handle stuff like this case by case. Call or email us ASAP to get this resolved
When- After order is processed
Answer- MAYBE, will have fees associated
I know what you might be thinking, it hasn't shipped yet so you can just change it. Sometimes that works out but 99% of the time immediately after we process the order we set up and pay for the shipping to maximize efficiency and reduce the time it takes the item to get to you. This is a double edged sword, when everything is correct it drastically increases shipping speed. On the other hand, when something is wrong, it severely limits the amount of time you have to bring this issue to our attention. Please be very careful when inputting your information. We don't get joy from having to charge you fees for something so silly, but we have to because they are charged to us.
When- After order has shipped
Answer- Probably not, but if we do manage to pull it off there will usually be massive fees associated with it
Once the item is handed over to the carrier there is very little we can do in the way of altering information. Typically by the time we can get a hold of the correct people at the carrier's facility the item has already been delivered to the incorrect address. If by some miracle we are able to get ahold of them and submit the correct information to them it is likely that fees for changing the address mid shipment will be in the range of $50-$400 depending on the shipment size and location.
So what do you do if you shipped it to the wrong address? It depends on the situation. We will always try to help when we can but you providing the incorrect address is in no way our responsibility to handle, so keep that in mind. Here is kind of the low down of a few scenarios because situations like this depend so much based on so many factors
- Case: I shipped the item to the wrong address number
- Best solution: work with the owner of the property you shipped the item to to see if they can let you know when it arrives and see if they will help you out. Most people will be understanding of this and be more than happy to help. However, the property owner is in no way obligated to help so do not trespass or mess with any of their property without their permission
- Case: I shipped the item to the wrong street
- Best solution: work with the owner of the property you shipped the item to to see if they can let you know when it arrives and see if they will help you out. Most people will be understanding of this and be more than happy to help. However, the property owner is in no way obligated to help so do not trespass or mess with any of their property without their permission
- Case: I shipped the item to the wrong state
- Best solution: It depends, most of the time when we have seen this happen it is because the customer recently moved or they have multiple homes. If you still own the property that it shipped to then worst case scenario you can get it at a later date. However, if you have no connection with the property you shipped the item to then it becomes a much more difficult situation. If you have any connections with anyone in the area you can ask them to help you handle it.
At the end of the day you messed up, so it is on you to work to find the best solution for you. There will be absolutely no refunds or credits issued in situations like this. Some people have the mindset of, "Oh, I sent it to the wrong address so I didn't actually receive the item so therefore I shouldn't have to pay for it", but that's not how it works. We sent the item out so we will not be stuck paying for your mistake. It is an unfortunate situation but it is one you have put yourself in
If a customer orders the wrong part or is dissatisfied with the product (Color, Texture, Appearance) or logistic services (Transit or Delivery Times) or for ANY reason, the customer is responsible for the following:
1) The customer is responsible for the FULL cost of return shipping
2) The customer is responsible for any restocking fees that apply
3) The original cost of shipping will be deducted from the total amount of the refund.
4) Credit/Debit Card fees will be deducted from the total amount of the refund
5) If the customer refuses shipment or doesn’t work with shipping carrier to meet and sign for the item at the time of delivery, which results in the item/product getting returned to the warehouse, then the customer will be responsible for: the FULL cost of return shipping, any restocking fees that apply, the original cost of shipping, and any Credit/Debit Card fees that apply.
If you received "FREE" shipping you will not be refunded the amount that we paid for shipping the item to you. There is no such thing as "FREE" Shipping
Black Patch Performance charges a 25% restocking fee for any product returned. As a family owned and operated company, all returned products require additional labor and manpower. Customers are responsible for return shipping charges for exchanges and for accepted returns. If we make a mistake we will try and make it right. Sometimes this means waiving the restocking fee. Remember, taking care of you is our number one priority.
ALL full refunds or partial refunds will be handled with store credit in the form of a gift card. If you have purchased the additional shipping insurance policy at checkout you have the option to recieve the money back onto your original form of payment
We check all returned products/items for missing parts and damages. Black Patch Performance has the right to refuse credit to any customer for any reason especially if a product is damaged, altered, modified or is missing parts.
All canceled orders are subject to a cancellation fee, the cancellation fee will be 5% of the order total. In addition to the 5% cancellation fee you will also not be refunded the 3% transaction fee that the card company charges us to accept the payment because we do not have it to refund.
If an item has already been processed and set up to ship out you may owe the full restocking fee of 25% and be liable for the shipping cost if it was a prepaid non refundable shipment
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