UNILATERAL POLICY APPLICATION
Due to the nature of our business, we must emphasize the importance of thoroughly reading our policies and familiarizing yourself with our policies and procedures. We strive to provide our customers with the best customer service possible. However, we have found it necessary to put policies in place to protect all parties involved and to ensure that there are no issues moving forward. Please make note that the policies outlined below are unilateral and apply to all orders placed through OPEN ROAD TUNING, LLC (hereafter referred to as “ORT”).
All orders are final. Once an order has been entered into the system, we cannot alter your order in any fashion. If you wish to purchase additional items, you must place another order. Orders cannot be combined once an order has been processed through the system. This policy applies to phone, email and web orders.
PRODUCT USEAGE POLICY
The products sold by ORT are intended for show and off-road use only. It is the responsibility of the customer to follow all rules, regulations, laws, etc. with regard to air suspension usage. In the event that an issue should arise, ORT will be held harmless for any damages, legal fees, medical bills, etc.
ORDER PROCESSING AND SHIPPING
Typical order handling and processing time is 48hrs for orders placed during normal business hours (M-F 9-5 EST). We do our best to ship orders immediately, but we reserve the right to take up to three working days to ship any in-stock products. Business days are Monday through Friday; orders are not processed on weekends. If you need assistance with an order, please contact firstname.lastname@example.org
ORT requires a receiver signature on all UPS™ and FedEX™ shipments over $500.00. In order to make the delivery process as painless as possible, we encourage our customers to make the appropriate accommodations for the delivery of their parcel.
Products made by AirREX, Air Force Suspension, Air Runner Suspension, KSport Suspension, as well as all other special order products are not typically kept in stock and are considered ‘built to order”. The aforementioned products as well as all other ‘built to order’ products may take as long as eight weeks to assemble and import. Our 48hr turn-around time only applies to in-stock products. Please note that we reserve the right to take up to four working days to turn around all ‘built to order’ products.
Any free shipping offers, items which qualify for free shipping, or are purhcased using a free shipping coupon on OPENROADTUNING.COM include no-charge shipping to customers within the lower 48 states using standard ground shipping. Any expedited shipping rates are applicable and coupon codes may not be used for expedited shipping. Standard shipping rates will apply to all other customers, no exceptions. ORT reserves the right to take an additional 24hrs to process orders shipped via ‘free shipping’.
INTERNATIONAL ORDERS AND SHIPPING
OPEN ROAD TUNING, LLC is familiar with international shipments and welcomes international orders. Please be advised that your country may impose duty fees, or other import taxes and charges based on the product origin or declared value. Please also take note that OPEN ROAD TUNING, LLC will not circumvent the customs and import control system by declaring a lower value on an outbound package. OPEN ROAD TUNING, LLC will not be held responsible for duty, taxes and import charges on returned items. If you’re concerned with additional charges, please contact your local customs and import control authority for further information. All sales, exchanges and returns are calculated in US Dollars (USD). We will not be held responsible for fluctuations in currency value.
RETURNS, EXCHANGES AND REFUNDS
Outside of any special order items, you may return any new, unopened items within 30 days of delivery for a full refund minus the restocking fee of 10% and shipping costs. Under certain circumstances, these restocking fees may total up to 20%. Special order items may not be returned under any circumstances. If the reason for your return is the result of our error (i.e. you received in an incorrect or defective item, etc.), we will pay the return shipment costs. Under no circumstances whatsoever, will ORT reimburse shipping or freight charges once they have already been agreed to / billed to the customer. Please note, we reserve the right to decline or deny any returned merchandise without notice.
It is of utmost importance and the sole responsibility of the customer to verify that all shipments are sent to the desired destination. Failure to verify the accuracy or legitimacy of ones shipping address is not grounds for a refund.
In the unlikely event that a shipment is refused upon delivery or attempted delivery, shipping costs will not be refunded.
All returned items must be complete with original boxing, packing materials, stickers, manuals and manufacturer information. Should any of the aforementioned be missing from the package, you will be subject to an additional fee for replacement. Should you wish to return your product for a full refund, please contact OPEN ROAD TUNING, LLC by email or phone. All credit card refunds are assessed a 3% transaction fee, no exceptions! Please be advised that product refunds take up to 72 hours to start the process and can take as long as 14 days until the money is returned to your account. Before any product is returned, contact OPEN ROAD TUNING, LLC by email or phone to obtain an RMA number. After receiving your RMA number, we will provide the necessary return shipment information. OPEN ROAD TUNING, LLC will not be responsible for any return postage, fees, taxes, etc.
In certain cases, OPEN ROAD TUNING, LLC will offer one time deals, discounted pricing (i.e. Black Friday, Cyber Monday, etc.) or special pricing that is outside of any monthly special. The pricing offered during these times or within these transactions is pricing that is one time and will not be replicated under any other circumstance. Items purchased under this one time pricing are not eligible for return, refund or exchange. We urge you to use your due diligence when purchasing these items as we cannot be held liable in the event that something happens and you wish to return the item purchased.
In addition to the above return policy, there are absolutely no returns or exchanges on custom ordered or built-to-order parts (i.e. BagYard, TAR•OX, Brada Wheels, Rotiform Wheels, Forgeline, RideTech Shocks, Air Rex, KSport, etc). In addition to the aforementioned policy, ORT will not accept any returns on parts which are 'ordered in' and not normally stocked at any of our facilities. In the event that a custom order must be cancelled after the work has been started, the order is subject to a 50% cancellation fee. The order cancellation fee is dependent upon the status of the order at the time of cancellation.