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Frequently Asked Questions

How safe is your website?

Performance Products Online implements internal policies and outside security services to assure the utmost credit card safety. As an approved Verisign Secure Site, we use the best technology for secure commerce transactions. Your information is sent to us encrypted and protected against disclosure to third parties. Additionally, under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50.00 of fraudulent charges. In the event that your are the victim of fraudulent charges, Performance Products will pay the $50.00 charge assessed by your bank if the unauthorized use of your credit card resulted through no fault of your own from purchases made at Performance Products Online. If you are still uneasy about using your credit card to place your order online, we encourage you to call 800.789.1966 (or 818.787.7500 for local and foreign phones) and speak with our knowledgeable representatives standing by to answer our phones from Monday through Friday, 7:00 am - 5:00 pm PST, and Saturday 9:00 am - 1:00 pm. We also accept mail orders with the Mail Order Form found in our print catalog. Simply fill out the form and send it to:

Performance Products 8000 Haskell Ave. Van Nuys, CA 91406-1321 Additionally, our local showroom is open Monday through Friday, 7:00 a.m. to 5:00 p.m., and Saturday, 9:00 a.m. to 1:00 p.m. PST. We are located at: 8000 Haskell Ave. Van Nuys, CA 91406-2005

What forms of payment do you accept?

Credit Card: We accept Visa, Mastercard, American Express, Optima, Discover, JCB, EuroCard, and MasterMoney Card. We also accept debit cards provided that it bears a Visa or Mastercard logo and can be accepted as a credit card. (Please select the appropriate card type at the checkout. Also, remember that many check cards have a $300 limit.) If using a EuroCard or MasterMoney Card, select Mastercard in the shopping cart. All payments must be made in U.S. dollars. Check or Money Order: To pay by check or money order, fill out or Mail Order Form, attach your check or money order made payable to Performance Products, and mail to: Performance Products Sales Department 8000 Haskell Ave. Van Nuys, CA 91406-1321 Or simply call 800.789.1891. We’ll take your order over the phone and you can drop your check in the mail. All checks are authorized by a third party bank verification service. Returned checks are subject to the maximum returned check fee allowed by law. It is important to note that payment via check or money order will slow down your order. We will hold your order for 48 hours from the time payments is received. Thereafter, your items will ship after the funds have been cleared. Payment by personal check may delay your order as much as 3-10 days. If the funds do not match the order, a representative will call you prior to shipment. Cash: We accept cash only at our retail store, located at: 8000 Haskell Ave. Van Nuys, CA 91406-2005 Please do not mail us cash, as we will not be responsible for the loss. Gift Certificates: To pay using a gift certificate, please call our sales desk at 800.789.1891. COD: COD payments must be made using cashier’s check or money order in U.S. dollars. Delivery companies do not accept cash. COD orders must be shipped to a physical address where the order can be signed and paid for. There is a $5 fee per package on COD orders. Please call our sales desk at 800.789.1891 to arrange a COD order.

What if I am not satisfied with my order?

Performance Products offers a 100% Satisfaction Guarantee. If you are not satisfied with your purchase for any reason, you 30 days to return it for a full refund, less the cost of freight. See terms of use for details.

Do you offer a warranty in addition to the manufacturer’s warranty?

Should you have any problems caused by product defects within a 24 month period from time of shipment, we’ll repair or replace it for free. See terms of use for details.

Does Performance Products for Trucks Price Match?

While we do uphold a price match guarantee, there are some stipulations. Primarily, in order for us to price match an item, a competitor must have the item publicly advertised at that price, and they must have the item in stock. There are many, smaller companies who advertise significantly lower prices, but since they do not stock these items, they are required to have them drop shipped directly from the manufacturer, which can take a considerable amount of time to reach the customer. Since we assume additional costs to have our products stocked in a warehouse and immediately on hand, we are unable to price match with companies who do not have the item in stock. Should an item meet the above-specified criteria for a price match, please contact our sales department at 800.555.3533 to have the item price adjusted.

I placed an order. How can I keep track of its status?

For all orders placed with Performance Products for Trucks, two notification e-mails are sent to keep you up to date as to the status of your order. The first e-mail is a confirmation e-mail that provides the details of your order after the order has been initially accepted into our system. It is recommended that you review this e-mail for accuracy. Once the order reaches final processing and has officially been shipped, a second e-mail is sent as a shipping confirmation. This e-mail once again provides the details of your order, as well as tracking numbers for you to monitor the progress of your shipment. Also, the “Order Status” feature allows you to enter your last name and order to track and monitor the details of your purchase including a ship date. All other information concerning orders can be obtained by contacting our customer service department at 800.787.8794.

How do I cancel or change my order?

You can change or cancel your order online anytime prior to clicking the “submit order” button in the shopping cart. If you would like to cancel or change your order after it has been submitted, please call our customer care department at 800.787.8794, Monday through Friday, 8:00 a.m. to 5:00 p.m., PST.

Will my order ship the same day I place the order?

We will make the best effort to ship your order the same day that it is placed provided that it is entered into our system by 2:00 p.m. PST.

When will my order arrive?

Delivery is based upon ground shipping from Van Nuys, CA, and shipping occurs only on business days, which do not include Saturday, Sunday, or holidays.

I had an item on backorder. When will it ship?

While we do have the industry’s best in-stock fulfillment rate at 96%, the nature of the industry dictates that backorders are inevitable. If any items you have ordered are on backorder, we will notify via e-mail immediately. Moreover, we will continue to keep you posted via e-mail in the event that the backorder date is modified with our most recent information from the manufacturer. Also, the “Order Status” feature allows you to enter your last name and order to track and monitor the details of your purchase. Backordered items are listed, along with an estimated date of receipt. Once we receive the item(s), the order requires 1 to 2 days for processing and stocking before being shipped to you.

Will my entire order ship together?

If your order has multiple items and one or more is on backorder, we will ship what is available immediately, followed by the remainder of the order as soon as we receive it. For such cases, we will only charge your credit card for what has been shipped, and we will pay any additional shipping charges resulting from split shipments. The tracking number from my shipment confirmation does not appear to be working. Oftentimes, tracking numbers are not officially activated and updated on the shipping company’s website for up to 24 hours after our shipping confirmation is sent.

How can I get express shipping?

While we do offer both 2 day and overnight shipping services, these options are not available online as of yet. If you have not yet placed your order, or would like to have your current order expedited, you may call 800.787.8794 to have your shipping service changed.

I lost my tracking information. How can I get it?

In the event that you no longer have the shipment confirmation with tracking information, feel free to contact customer service at 800.787.8794 for any information regarding your order. I’m missing some parts that I ordered Look at your invoice to make sure that all parts appear on your order. If they do appear, the invoice should indicate whether each part was shipped, backordered, or drop shipped from a different warehouse.

Do you ship internationally?

Yes. To place an international order, please call 330.482.4924 or 330.482.6414. You may also fax the order to 330.482.5035.

What is the cost to ship internationally?

Due to the varying sizes and weights of each package, as well as the differing shipping rates to each country, it is not possible to determine shipping costs at the time of purchase. To receive an international shipping price quote, you can place your order online then wait 1 to 2 business days for an e-mail response with shipping rates. If you choose to place the order online in such a manner, your credit card will not be charged for the order until you approve the shipping charges via e-mail. Alternatively, you can get international shipping quotes by calling 330.482.4924.

What carriers do you use to ship internationally? How long does it take?

We ship through a variety of carriers, including UPS International, Fedex International, and the United States Postal Service. Upon determining the shipping options and rates, customers receive a detailed e-mail offering a variety of shipping options with different rates, carriers, and time frames. Some of our faster methods such as UPS International take only 2 to 3 business days from date of purchase. Other, lesser-used methods such as surface shipping can take anywhere from 6 weeks to 3 months to arrive.

Returns

I wish to return some item(s) in my order.

For returns, please check the documentation provided along with your shipment for a detailed description of our return policies. You may then call our customer service hotline at 800.787.8794, or send us an e-mail, at which point our representatives will disclose our return procedures and issue a return authorization (RGA) number if needed.

What is your return policy?

Any item can be returned for a full refund within 30 days of shipment provided that it has not been installed, modified, damaged, or extensively used in any way. Each returned item undergoes a thorough inspection to determine whether it will be accepted for return. See our in-depth return policy for more details.

What about items returned more than 30 days after shipment?

Returns that are 31 to 90 days old are subject to a restocking fee. Otherwise, returns are generally not accepted after 90 days from the date of shipment, except in special cases wherein a higher restocking fee is usually applied. Restocking fees are determined by our customer service representatives at the time that a RGA number is issued.

Who pays for return shipping?

Please return the package pre-paid and insured. If the return is deemed defective or a mistake on the part of Performance Products, we will refund the cost of ground shipping only.

When am I credited for returned merchandise?

Processing and credit for returned item(s) typically takes 2 to 4 business days from the time we receive them. Once the refund is applied, it usually appears on your billing statement after 30 days, but in some cases may take as long as 3 months for it to show up. Alternatively, you can apply your refund towards in-store credit, which is available to you immediately for use in any future orders.

What happens if I have received damaged merchandise?

Please immediately contact the carrier who delivered your package.

Miscellaneous Questions

Where can I find instructions for an item?

For some items, instructions may not be available. If they are available, they can be obtained by contacting the Tech Department, either at 330.482.4924, or via e-mail. Instructions are also available electronically for download or print from our website. We can also have them faxed, e-mail, or sent via US Mail. Alternatively, you may be able to obtain instructions by contacting the appropriate manufacturer directly. I wish to obtain a copy of past invoices. For all invoice and documentation requests, please contact our customer service department at 800.787.8794, or send us an e-mail.

Do you offer discounts to businesses?

We currently offer a commercial sales program that offer discounts to resellers. Please call our commercial sales department at 800.967.5535 and one of our commercial representatives can provide further details as to the program requirements.

Do I have to pay sales tax?

At this time, customers in Ohio, Illinois, and California have to pay sales tax. Our only location is in Ohio, but our parent company has locations in California and Illinois, requiring us to charge tax. Taxable states: CA, AZ, CO, FL, GA, HI, IN, NC, NM, NV, OH, OK, TN, TX, UT, and WA.

How much is shipping?

The only shipping offered online is standard ground shipping. Use our shipping chart to determine the cost. I am having trouble logging into my account. For any problems with your account, please contact our Webmaster and we will have your issue resolved as soon as possible.

I lost my password.

Please utilize the password retrieval options available on our site. My order won’t process or there’s a problem with the website.

All other questions

For web site problems, please e-mail the Webmaster. For more pressing orders, please contact our sales department at 800.555.3353 anytime from Monday through Friday, 8:00 a.m. to 10:00 p.m., or 9:00 a.m. to 7:00 p.m. PST on Saturday.