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<p>When contacting support about an international order, you should include your name, order number, address, and best contact phone number. Providing this information helps us quickly locate your order and respond to your inquiry efficiently.</p>

When contacting support about an international order, you should include your name, order number, address, and best contact phone number. Providing this information helps us quickly locate your order and respond to your inquiry efficiently.

What information should I include when contacting support?

Shipping Information

International Shipping

Support & Contact

How do I cancel my order?

Order Information

Do you have video installation manuals?

Do you have PDF versions of the installation manuals?

Installation Help

Need parts?

What If I Need Replacement Parts?

Do you ship within the United States?

Do you ship to Alaska and Hawaii?

Do you ship to U.S. territories (Puerto Rico, Guam, USVI)?

Do you ship to APO/FPO or military addresses?

Do you ship to PO Boxes?

Are there address restrictions for oversized items?

Shipping Coverage & Addresses

How are domestic shipping rates calculated?

Is free shipping available?

Are shipping costs shown at checkout?

Can shipping costs change after checkout?

Do promotions or discount codes apply to shipping?

Shipping Rates & Costs

How long does it take to process an order?

When does my order ship after purchase?

Do you process or ship orders on weekends or holidays?

Can I change or cancel my order after placing it?

What happens if an item is on backorder or preorder?

Order Processing & Handling

Which carriers do you use?

Can I choose my shipping method?

Do you offer expedited or express shipping?

Do you ship freight or oversized items?

Are shipments insured?

Is a signature required on delivery?

Shipping Methods & Carriers

How long does standard shipping take?

How long does expedited shipping take?

Are delivery dates guaranteed?

What factors can delay delivery?

What happens if my delivery is late?

Delivery Timeframes

Will I receive a tracking number?

When will my tracking information update?

Why hasn’t my tracking updated?

What does “label created” mean?

Who do I contact if tracking hasn’t moved?

Tracking & Order Status

What qualifies as a freight shipment?

How are freight deliveries scheduled?

Is liftgate service included?

Is residential delivery available?

What should I inspect upon freight delivery?

What happens if I miss my delivery appointment?

Freight & Oversized Shipments

What should I do if my order arrives damaged?

What if items are missing from my order?

What if my package is lost in transit?

How long do claims take to resolve?

What documentation is required for a claim?

Damaged, Lost, or Missing Packages

Can I return a domestic order?

Who pays return shipping?

Are original shipping costs refundable?

What happens if a package is refused?

What if I entered the wrong shipping address?

What happens if a package is returned to sender?

Returns, Refusals & Address Errors

Will my order ship in multiple packages?

Will I receive multiple tracking numbers?

Why did part of my order ship first?

Are split shipments charged separately?

Split Shipments & Partial Orders

Is sales tax charged on domestic orders?

How is sales tax calculated?

Why was I charged tax in my state?

Taxes

Does the warranty apply to domestic orders?

Who do I contact for installation or product questions?

Warranty & Support

Where do orders ship from?

Do you ship from multiple warehouses?

Are delivery photos available?

Do you offer local pickup?

Do you ship to freight forwarders?

Additional Questions

Domestic Shipping (Contiguous US)

Which countries do you ship to?

Are there any countries you do not ship to?

Do you ship to PO Boxes internationally?

Are there size or weight limits by country?

Are certain products restricted or prohibited in some countries?

Eligibility & Destinations

Will I have to pay customs duties or import taxes?

Who is responsible for duties, VAT, GST, or brokerage fees?

Are duties prepaid (DDP) or due upon delivery (DDU)?

What happens if I refuse to pay customs fees?

Can you estimate duties and taxes before shipping?

Are customs fees refundable if I return an item?

Duties, Taxes & Customs

How are international shipping rates calculated?

Are shipping costs shown at checkout or quoted after purchase?

Do shipping prices include taxes, duties, or customs fees?

Why is international shipping more expensive than domestic?

Which carriers do you use for international shipping?

Can I choose my carrier or service level?

Do you offer express or expedited international shipping?

Do you require a signature upon delivery?

How long does international order processing take?

How long does international shipping take?

What factors can delay international deliveries?

Do you ship on weekends or holidays?

Processing & Delivery Timeframes

Will I receive tracking information?

When does tracking become active?

What does “in transit,” “held at customs,” or “exception” mean?

Who do I contact if tracking stops updating?

What information is included on customs forms?

What happens if my package is held in customs?

What if customs requests additional information?

What if my package is rejected by customs?

Can you modify customs declarations?

Customs Clearance Issues

Can international orders be returned?

Who pays return shipping on international orders?

Are original shipping and customs fees refundable?

What happens if a package is refused or undeliverable?

What happens if I provided an incorrect address?

Are abandoned or unclaimed packages refunded?

Returns, Refusals & Undeliverable Packages

What should I do if my package arrives damaged?

Are international shipments insured?

How long do investigations take?

What documentation is required for claims?

Damaged, Lost, or Missing Shipments

Are products compatible with international vehicle models or standards?

Are there country-specific regulations I should know about?

Are instructions provided in multiple languages?

Do warranties apply internationally?

Product Compatibility & Compliance

What currency will I be charged in?

Are there additional international transaction fees?

Can I pay with my local payment method?

Will my bank or card issuer charge conversion fees?

Payments & Currency

Who is responsible for compliance with local import laws?

Do international orders have different terms and conditions?

Can international orders be canceled after shipping?

Are international sales final?

Legal & Policy Clarifications

How can I contact support about an international order?

What is your response time for international inquiries?

Do you have experience shipping to my country?

Do you offer bulk or commercial international shipping?

Can you ship to freight forwarders?

Do you provide customs documentation for business imports?

What information should I include when contacting support?Updated 3 months ago