Feedback - Our Customer Service Pledge

We strive for excellent customer service and want you to be a satisfied customer.  We will leave positive feedback for you after you have paid for your item(s) and the order has been shipped.  Our goal is a score of 5 out of 5 on all of the eBay Detailed Seller Rating categories.  If you do not think we earned a 5 out of 5 on any of the eBay Detailed Seller Rating categories, PLEASE let us know before you rate us so we can have the opportunity to respond to your concerns.

Bidding, Payment and Checkout

Please remember if you win an auction or make an Octane Auto Supply eBay Store purchase, you are obligated under the terms of the eBay User Agreement.  If the e-mail address on your eBay account is not correct, you will not receive important messages from us and your order could be delayed.  If you do not receive e-mail from us after you win or purchase an item, please check your spam or junk mail folders, or the spam settings on your e-mail account.

After winning an auction, or completing a Buy It Now, Fixed Price or Octane Auto Supply eBay Store purchase, you will receive e-mail from both us and eBay notifying you that you won the item.  In the e-mail from us, checkout by clicking on the "CLICK HERE TO COMPLETE YOUR PURCHASE" button or the link.  If the item has a "Transport Method" of "Common Carrier Only," we will send you two invoices.  The first invoice will be for the purchase price only.  The second invoice will include the total amount, including the shipping cost, once we receive your address.

Checking-out using our secure and easy-to-use system is the fastest way to process your order.  Your order could be delayed if you do not checkout using the button or link in the e-mail from us.

If you checkout immediately after winning your item and do not want to wait to receive the e-mail from us, you can still checkout using our secure and easy-to-use system by clicking on the "Other credit card services" button on the in the "Select a payment method" section at the bottom of the eBay "Review Your Purchase" page and then clicking on the "Continue" button.  That will take you to our checkout system.  If PayPal is your preferred payment method, you will still be able to use PayPal with our checkout system.

If you plan to make additional purchases that you would like combined into one shipment, you must wait until you receive the e-mail from us for last item you purchased.  When you click on the "CLICK HERE TO COMPLETE YOUR PURCHASE" button or the link in the e-mail from us, you will be able to see all of the items you purchased on our check-page.

Our secure and easy-to-use checkout system will give you the choice of paying with Visa, MasterCard, American Express or PayPal.  If you pay by Visa, MasterCard, American Express, for the security of both the buyer and seller, we require that you enter the Card Verification Value Code (CVC), i.e. Security Code.  On Visa and MasterCard cards, that is the 3-digit number at the end of your card number on the signature strip on the back of the card.  On American Express cards, that is the 4-digit number printed on the front of the card above the raised card number.  We will ship to addresses that are different from the billing addresses, as long as the card issuer has that shipping address on file, associated with your account.  Unfortunately, we cannot ship orders to addresses that are different from the billing address if those shipping addresses are not on file for your account.  For international shipments, we only ship to the billing address of the card used for payment.

From the time you win an auction or make an Octane Auto Supply eBay Store purchase, you have 6 calendar days to Checkout and make payment.  If we have not received payment on the 7th day, we will cancel your order, re-post the item for sale and file an eBay Unpaid Item Dispute for a refund of the fees.

Sales tax of 8.25% is applied for Texas residents.  For international shipments, we do not collect any applicable customs brokerage fees, customs duties and taxes.  International customers are responsible for paying any applicable brokerage fees, duties and taxes.  We are not able to under-invoice international shipments or mark the invoices as gifts or samples in order to avoid customs duties.  Unfortunately, we cannot make exceptions to this policy.

If an item is being offered with a reserve price, the reserve price will not be disclosed.

Shipping

We invite you to use the shipping calculator in each listing to determine the shipping cost.  Please note our shipping charge calculator only applies to items that do not have a "Transport Method" of "Common Carrier Only."  If the item has a "Transport Method" of "Common Carrier Only" the cost for shipping is determined after the item has been won or purchased, and we receive your address.  For "Common Carrier Only" items, we will send you two invoices.  The first invoice will be for the purchase price only.  The second invoice will include the total amount, including the shipping cost.  The cost to ship "Common Carrier Only" items typcailly costs US$75.00-US$175.00, depending on your address.

Orders are shipped in the order in which we receive them, which is most often the day the payment clears or the day after the payment clears.  We ship Monday through Friday, excluding all holidays.  Frequently, your order will be shipped the same day or the day after your payment clears, but will always be processed within 3 business days.

We usually ship orders via UPS Ground, unless you chose a faster shipping method, but we sometimes use other carriers.  We offer Next-Day, 2-Day and 3-Day options, for customers who would like to receive their orders faster, provided those orders are within UPS's weight or dimension maximums.  We choose the freight carrier at our discretion.  Orders that are heavier or larger than UPS's maximums are shipped via common carrier.  Orders being shipped a post office, APO or FPO box or an address in Alaska, Guam, Hawaii, Northern Mariana Islands/Saipan, Puerto Rico, Samoa or the US Virgin Islands are typically shipped via the US Postal Service.  Delivery usually takes 2-6 business days, depending on distance between your shipping address and our fulfillment center (we have fulfillment centers across the US), unless you chose a faster shipping method.  We send out e-mail with tracking numbers around the clock after orders have been shipped.  If you do not receive the e-mail with the tracking number, please check your junk mail folder or your anti-spam filter.  You can also track your order at http://www.octaneautosupply.com/.  Click on the "Order Status" link, enter your e-mail address, password and click "Login," click on the "Orders History" link and then click on the "Track It!" link.

For the security of both buyer and seller on orders over US$100.00, we mark the shipment "Signature Required."  Please make sure someone is available to sign for your delivery on the date it is due to arrive.  Unfortunately, we are not able to make exceptions to this policy.

For packages or individual items damaged in shipment, please contact us by e-mail at cs@octaneautosupply.com within 1 business day of receipt.  If we are not contacted within 1 business day, we may not be able to file a claim with the carrier in time and, therefore, may not be able to replace the damaged shipment or items.  If you believe a package has been lost in shipment, please contact us by e-mail at cs@octaneautosupply.com so we can trace the shipment.

We offer a combined shipping discount if: 1) you order multiple items being shipped from the same facility, 2) the e-mail address on your eBay account is the same for all of the items you purchase, 3) the items are being shipped to the same address and 4) you checkout after all of the items have been purchased.

We do not offer pick-up at our fulfillment centers, unless specifically referenced in the item description.

We welcome orders from customers around the world.  We offer international shipping for most items to a number of countries.  However, due to our aim to provide exceptional customer service, certain contractual agreements with our suppliers and certain limitations of our freight carriers, we are not able to ship to all countries.  Please refer to the item listing, next to "Ships To," to find out where that item can be shipped.  Unfortunately, we cannot make exceptions.  International shipping rates vary by country and item.  For most items, we ship to these countries:

Australia, Austria, Belgium, Bermuda, Canada, Denmark, Finland, France, Germany, Greenland, Iceland, Ireland, Israel, Italy, Japan, Liechtenstein, Luxembourg, Mexico, Monaco, Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, United Kingdom and the US, including all states, territories and protectorates.

Returns, Refunds, Exchanges and Warranties

The return policy and warranty differ by item.  Some items are sold with a warranty from us, some items are sold with only a warranty from the manufacturer, some items are sold AS-IS and some carry a re-stocking fee.  Please check the item listing description to find out what the return policy and warranty are for that item before you purchase that item.

As you probably know, installation of many automotive parts and accessories is a highly technical job.  Installation by a person with the necessary technical skills to insure proper fit and function is recommended to avoid damage to the item or vehicle, or harm to you.  Any applicable warranty may be voided due to improper installation.  We will only accept returns for items purchased for the vehicle they were designed to fit or the purpose for which they were intended.  For example, if you purchased a spark plug applied to a GM 5.7-liter P-code engine and installed it on a GM 5.7-liter R-code engine, we would not be able to accept that return.  Some of the items we sell are marked for off-road use only or illegal for use in certain states.  As the customer, you are obligated to be familiar with any federal or state laws or regulations that may apply to certain items.  Unfortunately, we do not pay labor claims, reimburse towing or rental car charges, or pay for consequential or incidental damages of any kind.  By purchasing an item from us, you agree that our liability is limited to the amount you paid for the item.

For items sold with a warranty from the manufacturer, as described in the item listing, and you believe you have a warranty claim, including an item the manufacturer may have mistakenly applied to a vehicle, the manufacturer, and not Octane Auto Supply, is solely responsible for honoring the warranty.  For items that are warranted against defects by the manufacturer, the manufacturer may chose to either issue a refund or replace the defective item with a new or refurbished item.  If the warranty is from us, if we make an error in an item listing or if we make a shipping mistake, and you contact us within 30 days after you receive the item, we will ship at our expense a replacement for the defective or incorrect item and refund the cost of the return shipping after we process the return.  If a replacement is not available, we will issue a refund after we process the return.  In some cases, at our discretion, we may arrange for the item to be picked up.  Any refunds for return shipping are limited to the cost of ground shipping only.  If the warranty is from us, if we make an error in an item listing or if we make a shipping mistake, and you contact us more than 30 days after you receive the item, at our discretion, we will either provide a replacement or issue a store credit after we process the return.  Store credits are valid for one year from the date they are issued.

If you purchase an item and you decide you do not want it or you purchased the item in error, you may return it for up to 60 days from the date you received it at your expense, as long as the item is still in its original, unopened box, all of the item's contents are still in the box and the item has not been used or installed (for example, we check for scoring on electrical parts, and paint or material removed during installation).  If you return the item within 30 days after you received it, we will issue a refund for the item only, less any applicable re-stocking fee, after we process the return.  If you return the item more than 30 days after you received it, we will issue a store credit for the item only, less any applicable re-stocking fee, after we process the return.  Store credits are valid for one year from the date they are issued.

To return most items, you do not need a Return Merchandise Authorization number (RMA) to return an item.  Simply send us e-mail at cs@octaneautosupply.com requesting return instructions  Please be aware, for any returned item, which at our discretion, shows evidence of having been installed or used contrary to the manufacturer’s instructions or vehicle application, used in violation of any laws or regulations and/or subjected to improper handling, packaging or return shipping, the return will not be eligible for a refund, store credit or exchange.  If an item(s) is returned that does not comply with this return policy, the return will not be processed.  We do not accept returns in person at our fulfillment centers.

Because our selection and inventory frequently changes, we cannot guarantee availability of products for exchanges.  Please send us e-mail at cs@octaneautosupply.com to find out if the item you want is available.  We will make every effort to accommodate your exchange request.

Privacy

We are committed to protecting your privacy and personal information you provide to us when making a purchase.  In order to process your orders, we must ask you to provide us with information about you and your charge card.  Anytime we collect payment information from you via our Checkout feature, we encrypt, i.e. scramble, the information you enter so your payment information is secure (if you do not use our Checkout feature, the privacy of the information you provide it is out of our control).

Under no circumstances will we share, sell or rent any your personal information with anyone outside of our company for any reason without your written permission, except as described below.  Certain information about you is provided to our service providers, such as suppliers that drop-ship directly from their fulfillment centers and companies that perform marketing services under contract with us.  That information only includes your name, shipping address, e-mail address, telephone number, item(s) ordered, quantity of item(s) ordered and shipping method.  Your charge card information is never provided.  We disclose information that we believe in good faith is appropriate to cooperate in investigations of fraud or other illegal activity, or to conduct investigations of violations of our policies, as stated here.  We disclose information in response to a subpoena, warrant, court order, levy, attachment, order of a court-appointed receiver or other comparable legal process, including subpoenas from private parties in a civil action.  Finally, we disclose information to your agent or legal representative, such as someone who holds a power of attorney you granted, or a guardian appointed for you.

FAQs (Frequently Asked Questions)

Q: May I buy an item now instead of bidding on it?
A: We offer many items that you can buy now.  In each of our auction listings, look for the "Looking to Buy It Now?" image.  When you click on that image, you will be taken to a page of that lists the available buying options for that specific item.  If there is more than one item in stock, you will see items in our eBay store that are available to buy now.  Unfortunately, we do not close auctions to accommodate fixed price sales requests.

Q: Do you leave feedback?
A: We strive for excellent customer service and want you to be a satisfied customer.  We will leave positive feedback for you after you have paid for your item(s) and the order has been shipped.  Our goal is a score of 5 out of 5 on all of the eBay Detailed Seller Rating categories.  If you do not think we earned a 5 out of 5 on any of the eBay Detailed Seller Rating categories, PLEASE let us know before you rate us so we can have the opportunity to respond to your concerns.

Q: I live near one of your fulfillment centers; may I just pick up my item or return my item there in order to avoid the cost of shipping?
A: Unfortunately, we do not offer pick-ups and drop-offs at our fulfillment centers.

Q: What is the reserve price?
A: For items that are sold with a Reserve price, the reserve price will not be disclosed.

Q: How long may I wait to pay for the item I purchased?
A: Payment is expected within 3 calendar days of your purchase.  You have 6 calendar days to Checkout and make payment.

Q: What happens if I do not pay for my purchase?
A: We will open an eBay Unpaid Item Dispute, cancel your order and re-post the item for sale.  We reserve the right to leave negative feedback for customers who do not pay for their items and restrict those customers from making future purchases from us.

Q: What are those extra credit or debit card numbers you are requesting?
A: Those numbers are called the Card Verification Value Code (CVC), i.e. Security Code.  We require the CVC for the security of both the buyer and seller.  On Visa and MasterCard cards, the CVC is the 3-digit number at the end of your card number on the signature strip on the back of the card.  On American Express cards, the CVC is the 4-digit number printed on the front of the card above the raised card number.

Q: How much does shipping cost for an item?
A: All of our eBay listings include a shipping calculator.  The shipping calculator can be found in the item description after the vehicle application section.

Q: I am bidding on other items; do you combine orders or offer a combined shipping discount?
A: Yes, we offer a combined shipping discount if: 1) you order multiple items being shipped from the same facility, 2) the e-mail address on your eBay account is the same for all of the items you purchase, 3) the items are being shipped to the same address and 4) you checkout after all of the items have been purchased.

Q: Will I receive a shipment tracking number?
A: Yes.  We send out e-mail with tracking numbers around the clock after orders have been shipped.  If you do not receive the e-mail with the tracking number, please check your junk mail folder or your anti-spam filter.  You can also track your order at http://www.octaneautosupply.com/.  Click on the "Order Status" link, enter your e-mail address, password and click "Login," click on the "Orders History" link and then click on the "Track It!" link.

Q: May I return an item?  How do I return an item?  Do I need an RMA number?
A: Return privileges and warranties vary by item.  Please refer to the item listing page and the "Returns, Refunds, Exchanges and Warranties" section above for return and warranty details.

Q: What if I want to exchange an item for another item?
A: Because our selection and inventory frequently changes, we cannot guarantee availability of products for exchanges.  Please send us e-mail at cs@octaneautosupply.com to find out if the item you want is available.  We will make every effort to accommodate your exchange request.

Q: May I bid if I live outside of the US?
A: Yes.  We welcome orders from customers around the world.  Please refer to the item listing page and the Shipping section above for international shipping details.

Q: For international shipments, will brokerage fees, duties or taxes be charged upon delivery?
A: Yes.  We do not collect any applicable brokerage fees, duties or taxes.  Those are the customer's responsibility at the time of delivery.

If you cannot find answers to your questions here or you are looking for a particular item that you cannot find using our search feature, we invite you to contact us by e-mail at cs@octaneautosupply.com.  Please be sure to include the eBay auction number in your e-mail if your have a question about a specific item listing.