Frequently Asked Questions
NOTE: WE DO NOT DO ANY CHROME PLATING!
FAQ Sections
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Account Setup
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Bulk Pricing
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Domestic Orders
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General Questions
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International Orders
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Payment Issues
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Placing an Order
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Shipping
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Technical Help
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Warranties
I. Account Setup
1. It says my e-mail address can't be used to create an account because there is already an account in use for that address. Why?
If you have already used your e-mail address to create an account (even if you did not place an order at that time), you will not be able to use that e-mail address to create another account. If you have forgotten the password to that account, you can retrieve it using our forgotten password tool. If you did not create a password, or receive the error message "n/a", you must contact us to have your password reset.
2. My shipping address is different from my billing address. How do I enter both addresses during/after registration?
During registration, all that is required to make the distinction between addresses is to enter the correct information under the billing address and shipping address sections. If these addresses are not the same, do not click the "same as billing address" box in the shipping address section.
If you've previously registered, you will need to log in to your account to change your address. Once logged in, you can click your name in the top left corner, or My Account in the bottom menu bar. Under the "Your Address Book" heading, your billing and shipping addresses are listed, along with a "Change" button. Clicking this button will open the form to change either address.
3. Why am I required to register to order?
Account registration makes it easy for you to track orders, save your shopping cart, and see what items you have previously ordered. Also, it saves your billing and shipping addresses so you don't have to fill them in every time.
4. Are you going to send me spam, junk mail, etc.?
No way! The world of truck accessory sales is busy enough without having to come up with a letter full of cheesy sales pitches once a month. You will never receive junk mail from EmpireChromeShop.com! Any correspondence we send will be important and useful to our customers. We respect the fact that you're busy, too.
5. I've moved. How do I change my billing/shipping address(es)?
After you've logged in to your account, you can click your name in the top left corner, or My Account in the bottom menu bar. Under the "Your Address Book" heading, your billing and shipping addresses are listed, along with a "Change" button. Clicking this button will open the form to change either address. NOTE: If both your billing and shipping addresses are changing, be sure to change them both in your account!
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II. Bulk Pricing
Details on bulk pricing for individual items are available. Generally, bulk pricing is calculated on lots of 100+ (of the same item) and will require additional shipping time. Contact us for more information.
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III. Domestic Orders
1. Are orders on your site charged sales tax?
Currently, the state of Arkansas does not require our store to collect sales tax on web orders that ship outside of Arkansas. However, any orders shipping within the state of Arkansas will be charged sales tax. This policy is subject to change, based on any legislation passed by the state of Arkansas.
2. How do I track an order?
After your order has been processed, a tracking number will be provided in your Order History. If you provided a valid e-mail address during checkout, you will also receive a shipment notification from FedEx. In either case, this tracking number can be used at FedEx.com or through 1(800)GO-FEDEX (1-800-463-3339). If you do not receive a tracking number within two business days after placing an order, please contact us.
3. How can I return an item?
See our Return Policy. (Link opens in new window)
4. How do I change/add/remove items from a recently placed order?
Most importantly, you must do this QUICKLY. Orders placed during store hours are processed and packed for shipping within 15 minutes to an hour. Orders placed before the store opens are packed by 9 AM the same day, and orders placed after the store closes are packed by 9 AM the following day (except orders placed Saturday evening/Sunday morning - these orders are packed by 2 PM on Sunday afternoons).
Order changes MUST be received by 11 AM the day the order is scheduled to ship. After this time, orders are transferred to FedEx and cannot be retrieved. Generally, orders placed on Friday nights/Saturday/Sunday or holidays are shipped on the following business day. Orders placed on weekdays before 11 AM are shipped same-day, and orders placed after 11 AM are shipped the next business day.
Orders requiring changes may incur additional freight charges. The customer will be made aware of these additional charges and asked for approval prior to the finalization of order changes. These additional freight charges are the sole responsibility of the purchasing customer.
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IV. General Questions
1. There is no picture of the part I want to buy. How can I see it?
We are currently working every day to upload pictures of all 6000+ parts listed on the site, plus the dozens of new parts we add each month. Picture requests can be e-mailed to webmaster@empirechromeshop.com and will be replied to as soon as possible.
2. Do you have a print catalog?
We do not have a print catalog. However, all of the thousands of parts we have in our store are also shown and made available for purchase through our website.
3. I get an error message saying "Amount ordered exceeds stock on hand" when I try to add this product to my shopping cart.
Although we try to keep all of our parts in stock, we sometimes run out of very popular items. You can try your order again in a few days, or contact us to see when this part will become available again. We prefer to fill and ship 100% of our orders immediately rather than ship half of an order and backorder the rest.
4. When will _____ be in stock?
We receive shipments from our manufacturers almost every day. Our most popular items are ordered every week in order to keep them in stock. New shipments are generally processed and the stock count updated within a few hours of receiving them. If an item you are interested in ordering is out of stock, contact us and we can give more specific information on when that item is expected to be in stock. Some items are available for immediate drop-shipping from the manufacturer - additional freight fees may apply.
5. How do I know that you have received my order?
Your order is not complete until you click the "Place Order" button on the "Order Confirmation" page (step 5 of checkout). Click this button ONLY ONCE to prevent accidental multiple orders. It may take a few moments for the card information to be sent and processed. Once the transaction has been authorized, an "order received" page showing your order number and a link to a printable receipt will appear. If you do not see an "order received" page showing your order information, the transaction was unsuccessful. (See "Payment Issues" for more details.)
6. How long can I keep the items in my shopping cart before they are erased?
This depends partially on your browser. Your shopping cart is emptied whenever you clear your browser's cookies or when EmpireChromeShop.com clears idle carts. After 30 days of inactivity, the system deletes the cart from our database automatically. This information is irretrievable once cleared, so we recommend writing down the sku's and quantities in your cart if you will not be ordering right away.
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V. International Orders
1. Do you ship to Canada?
Yes! Oui! Due to a huge demand, EmpireChromeShop.com is set up to ship to the following Canadian provinces: Alberta, British Columbia, Manitoba, New Brunswick, Nova Scotia, Ontario, Prince Edward Island, Quebec, Saskatchewan, and Yukon Territory. As of March 10, 2008, these orders are shipped via United States Postal Service in conjunction with Canada Post, but can ship via Fedex International Ground upon request. Orders into these territories can be placed via our website's shopping cart software.
Shipments into Canada via the USPS are estimated to arrive within 6-10 days. However, there is a possibility for delay due to customs clearance and transfer between the USPS and Canada Post.
2. Whose responsibility are international duties, taxes, fees, levies, etc.?
All duties, taxes, fees, levies, and other costs charged by the shipping company or the countries of import/export are to be paid in full by the importing customer. Empire Chrome Shop is not responsible for these costs. Any import-related fees that are charged or invoiced to Empire Chrome Shop will be charged back to the importing customer.
3. Do you ship to Puerto Rico?
Yes! Si! We are able to ship to Puerto Rico via FedEx International Ground. Upon request, we can also ship via United States Postal Service. Orders into Puerto Rico can be placed via our website's shopping cart software.
4. How can I place an international order?
Due to the highly specific nature of each individual order, we currently don't take international orders through our website's online shopping cart. To ensure 100% accuracy in products shipped and shipping costs calculated, we will take international orders through e-mail or by phone. Currently we are unable to communicate in any language other than English. Please provide the SKU's and quantities of the products you want to order and your shipping address in order for us to estimate shipping charges. Contact us today to place your international order!
5. What shipping method is used for international orders?
Orders to Puerto Rico will be shipped via FedEx by default. Shipping via the United States Postal Service (USPS) is available upon request.
As of March 10, 2008, orders to Canada will be shipped via the United States Postal Service in conjunction with Canada Post. Shipping via Fedex International Ground is available upon request.
Orders to any other country will be shipped via the USPS. For more details, see our International Shipping page.
6. What are the payment options for international orders?
All international customers are able to pay using Visa, MasterCard, Discover, or via wire transfer. We do NOT give out our bank account number for wire transfers. Interested parties will receive ONLY the necessary information for wire transfer. We follow the security measures that have been set in place by banks worldwide to prevent international fraud, including never giving out such sensitive information.
Likewise, customer payment information is kept 100% secure by Empire Chrome Shop and destroyed upon completion of the order.
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VI. Payment Issues
1. What payment options are available?
We currently accept major credit cards (Visa, MasterCard, American Express, Discover) through our shopping cart. Your card information is encrypted and transmitted to our credit card processor. This process is 100% secure.
We do not offer PayPal, Google Checkout, or other payment processors of that type.
2. Do you have gift cards?
As of now, we are unable to offer a gift card program. However, it is a project we are researching for implementation in the future.
3. Why was my credit card declined?
The most common reasons for our credit card processing system to not accept transactions are quite simple to solve. After clicking the "Place Order" button on the "Order Confirmation" page (step 5 of checkout), if you are taken back to the "Order Confirmation" page instead of "Order Completed" (step 6), there should be an error message at the top of the page describing why the order was not accepted. Below are the most common error messages and their explanations.
PLEASE NOTE: Be sure to check that you have filled in all fields of your billing/shipping address(es) and card number properly. Missing state codes or incorrect card numbers are our #1 most common transaction issues.
- "This transaction has been declined." - You may not have any money or credit left on the card, exhausted a pre-set daily spending limit, or the card may not be authorized for remote transactions (any time the card is not swiped through a terminal). There are also a number of security holds that your card issuer may have placed on the card temporarily for your protection. The only solution for this issue is to contact the issuing institution of the card.
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"The transaction resulted in an AVS mismatch. The address provided does not match billing address of cardholder." - The address you entered in the fields for "Billing Address" during Step 2 of checkout (Address Book) does not match the address on file for the card. Sometimes you may have simply entered a different abbreviation or used different punctuation than what is shown on the statement. To change the address, click on "Address Book" in the navigation bar. The address you enter must match EXACTLY what is shown on the card statement/bill.
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"An error occurred during processing. Please try again." - Occasionally our credit card processor gets overloaded with transactions or may be temporarily down for maintenance. Wait an hour or so and try again. If the problem persists, you can always call us to place an order.
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"The credit card number is invalid." OR "The card code is invalid." - You have entered some part of the credit card information incorrectly. You can re-enter the card info by clicking "Payment Information" in the navigation bar.
4. I did not receive an order confirmation, and my order history shows no order has been made. But, my card issuer shows that a charge has been made. OR I received only one order confirmation, but my bank shows that I've been charged twice!
99% of the time, when a charge shows up shortly after a failed transaction, this is a pre-authorization by the card issuer to transfer those funds. Since you have that money or credit, the issuer has authorized that you can use them. However, our processor may reject the funds due to a number of reasons (see Why was my credit card declined?) Once the transaction is refused by our payment processor, these funds are not always immediately placed back into your account. We are not credited for these funds in any way. They are simply in "limbo" after attempting to leave your account. In most cases, these funds are back into the customer's account within 48 hours of the failed transaction.
5. Will anyone be able to access my credit card information?
No! All of your personal information, including your credit card number and address, is encrypted and transmitted securely during any visit to our website.
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VII. Placing an Order
1. How do I place an order?
Customers in the United States, Puerto Rico, and Canada are able to place orders directly through our website. Items are placed in your virtual shopping cart by clicking the "Add to Cart" button on product pages. When you are ready to check out, just click the "Shopping Cart" link in the upper right hand corner of any page and follow the steps of our checkout process.
2. How do I know that you have received my order?
Your order is not complete until you click the "Place Order" button on the "Order Confirmation" page (step 5 of checkout). Click this button ONLY ONCE to prevent accidental multiple orders. It may take a few moments for the card information to be sent and processed. Once the transaction has been authorized, an "order received" page showing your order number and a link to a printable receipt will appear. If you do not see an "order received" page showing your order information, the transaction was unsuccessful. (See "Payment Issues" for more details.)
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VIII. Shipping
1. Do you ship to Post Office Boxes (P.O. Boxes)?
No! Our products are shipped domestically via FedEx, and therefore cannot be shipped to your P.O. Box.
2. What shipping carrier do you use?
All orders in the continental United States and Puerto Rico, will be shipped via FedEx Ground. As of March 10, 2008, orders into Canada will be shipped via the United States Postal Service in conjunction with Canada Post. Orders to Alaska and Hawaii will be shipped either FedEx Ground or the United States Postal Service (USPS), depending on a number of factors, including cost and swiftness of delivery. Overseas orders will ship via the USPS.
3. How much does it cost to ship this part?
All of our domestic and international shipping rates can be found on the shipping information page.
4. How long will it take for me to receive my order?
This varies greatly depending on your location. We ship from West Memphis, Arkansas. Orders placed on business days before 12:00 PM (Noon) Central Standard Time almost always ship same day. Orders placed after 12:00 PM (Noon) or on weekends or Holidays will ship the next business day. Exceptions to this rule include orders with payment issues or orders containing back-ordered items. If either of these problems arise with your order, you will be contacted as soon as the order is processed by one of our sales associates.
- Many customers living in Arkansas, Tennessee, Louisiana, Texas, Oklahoma, and Missouri receive their orders within 2 to 3 business days. However, this short time is NOT guaranteed.
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Customers on the West Coast of the United States generally receive their orders within 5 to 7 business days.
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East Coast and Midwestern residents can expect to receive orders between 4 and 7 business days.
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Customers in Puerto Rico usually receive their orders within 7 to 10 business days.
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Customers in the southernmost areas of Canada or in urban areas of Canada should expect their shipments to arrive within 7 to 14 business days. However, there is a possibility for delay caused by customs clearance and transfer between the United States Postal Service and Canada Post. Customers in rural Canada may experience a shipping delay of up to 3 weeks.
Once again, these shipping times are based on averages and estimates and are NOT a guarantee.
5. How are your shipping charges calculated?
Our shipping rates are calculated to be as accurate as possible. Based on the average weight of our items, we used FedEx's rate schedule and also accounted for any quantity discount we receive through FedEx. It is our goal to only charge the customer the amount it costs us to ship, rather than collect an additional profit by over-charging for freight. These rates are monitored very closely to ensure that we do not grossly over- or under-charge our customers. At our discretion, freight over-charges may be refunded or freight under-charges may require us to contact the customer to collect additional freight charges.
6. When will my order ship?
Orders placed on weekdays before 11 AM (Central Time) will ship same day. Orders placed after 11 AM, on holidays, or on weekends will ship the next business day. All orders are filled in the order that they are received. Phone-in orders do not receive priority over orders placed via this site or vice-versa.
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IX. Technical Help
1. I don't see any pictures!
You may have pictures disabled in your browser. Check your Internet Options.
2. My computer says your shopping cart is not secure!
Our shopping cart is 100% secure. We use SSL (Secure Socket Layer) technology and Fraud Detection through our credit card processing service. Your personal contact and credit card information is safely encrypted during processing and cannot be accessed by anyone. However, some users accessing the site through Internet Explorer have reported that their browser says our site is unsafe. This is caused by very high security settings in the customer's browser or computer itself rather than insecurity in our shopping cart.
Our site's security is monitored and tested on a regular basis to ensure the safety of our customers.
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X. Warranties
1. Does the product I purchased have a warranty?
Many of our products have some type of warranty against manufacturing defects. These warranties vary depending on manufacturer and style. Contact us with the SKU number of the defective product and we would be glad to assist you.
2. An LED light I purchased from Empire Chrome has malfunctioned. How can I get it warrantied?
Per manufacturer regulations, we are required to test defective LED lights on a closed circuit in our store prior to issuing new products to replace defective ones. This applies to all LED lights purchased in-store or through our website. Shipping costs for sending product(s) to Empire Chrome Shop for warranty testing are the sole responsibility of the purchasing customer.
Lights that are not found to be defective due to a manufacturing issue will be returned to the customer, at the customer's expense.
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