Forbidden Diesel FAQ

  1. FAQs
    1. What happens if you send me the wrong part?
    2. What happens if I order the wrong part?
    3. How long does it take for a part to arrive at my door?
    4. What happens if I need to return or exchange a part?
    5. What if the part is broken or damaged during shipping?
    6. Do you ship outside the US?
    7. Do you offer express/expedited shipping?
    8. What shipping methods do you offer?
    9. Can I track my package?
    10. What payment methods do you accept?
    11. How do you protect my credit card information?
    12. What do I do if I need to cancel my order?
    13. Do I need to have an account to order a part?
    14. Do you offer a warranty?
    15. How do replacement parts affect my vehicle’s warranty?
    16. How can I be sure the part I need will fit my vehicle?
    17. What if I want to talk to a real person about my order?
    18. What are your customer service hours?
    19. Do you ever offer coupons or discounts?
    20. Do you charge sales tax?
  2. Shipping & Returns
    1. Do you have a minimum order?
    2. Do you offer rush shipping?
    3. What could cause a shipping delay?
    4. How much is shipping?
    5. What shipping methods do you offer?
    6. How long does it take to process and ship my order?
    7. How long does shipping take?
    8. Will you provide tracking information?
    9. If I pay by credit card, will you charge my card once the item has shipped?
    10. If I ordered a part that’s out of stock, when will it ship?
    11. Can you ship my order to multiple addresses?
    12. Do you ship to AK, HI, and US territories?
    13. Do you ship to PO Boxes or APOs/FPOs?
    14. Do you ship internationally?
    15. Do you ship hazardous items?
    16. Do you ship oversized parts?
    17. What happens if you ship the wrong part?
    18. What happens if the part is damaged during shipping?
    19. How can I be sure you’re shipping me parts that will fit my vehicle?
    20. What happens if the part doesn’t fit my vehicle?
    21. What if my address changes before my order ships? Can I change where you send my shipment?
    22. What if I never receive an order?
    23. What happens if I refuse the shipment?
    24. Can I return a part?
    25. Can I exchange a part?
    26. How do I return or exchange an item?
    27. What if you sent me the wrong part?
    28. What if I ordered the wrong part?
    29. How long do I have to return or exchange a part?
    30. Can I return or exchange a part for any reason?
    31. Are there certain parts I can’t return?
    32. Do I have to pay any restocking fees?
    33. Do I have to pay for return shipping?
    34. How long will it take to receive my refund?
    35. What if the part is defective or damaged?
    36. What if my return never arrives? Do I still get a refund?
    37. What if someone else purchased the part for me and I want to return or exchange it?
    38. What if I need to make a warranty claim and return a part?
  3. Privacy Policy
    1. Communications
    2. Communications to Serve You
    3. Fraud Protection and Compliance with Law
    4. Service Providers
    5. Special Events
    6. Business Transfers
    7. Cookies, IP Addresses, Pixel Tags and Tracking Technology
    8. Use of Aggregate Information
    9. Links
    10. Security
    11. Notification of Policy Changes
    12. Updating Personal Information
    13. Contacting Us

FAQs

Q: What happens if you send me the wrong part?

Shipment mistakes are rare, but they can happen. In this case, we’ll apologize profusely and ship you the right part free of charge. We’ll also send a return label so you can send the wrong part back.

Q: What happens if I order the wrong part?

If you happen to order the wrong part, you’re welcome to return it to us within the allowed time frame for a full refund. Click here to start a return.

Q: How long does it take for a part to arrive at my door?

Our delivery goal is 2-4 days. We strive for same-day order processing and our 32 distribution centers across the US and 2 in Canada allow for speedy delivery. During the holiday season, delivery times may vary.

Items that are being drop shipped by the manufacturer typically take longer to receive. These items will have a warning in plain sight stating that delivery dates may vary. If your needs for a manufacturer-shipped item are time sensitive, we encourage you to call us for an ETA.

Q: What happens if I need to return or exchange a part?

You’re welcome to return or exchange a part within 30 days of purchase as long as it’s in its original packaging and in resalable condition. Just fill out this RMA request form and we’ll provide an RMA number. Next, return the part to us with the RMA number and we’ll process it and issue a full refund (minus the 20% restocking fee).

Q: What if the part is broken or damaged during shipping?

Please contact us right away at 850-250-2132, and we’ll determine if it was a manufacturer or shipping error before processing your refund or exchange.

Q: Do you ship outside the US?

It depends on your location. We are not always able to ship to every country due to lack of postal service, item dimensions exceeding what is allowed for the local postal service, etc. Call us at 850-250-2132 for international shipping information and quotes.

Q: Do you offer express/expedited shipping?

Yes. It’s not offered as an option in our shopping cart, so you’ll have to call us to arrange it. Please keep in mind that you have to cover all the shipping charges if you want expedited shipping.

Q: What shipping methods do you offer?

We use USPS, UPS, and FedEx for shipping. Larger items may be shipped via a third party truck freight company.

Q: Can I track my package?

Absolutely! We’ll email you your tracking number as soon as your package leaves one of our distribution centers.

Q: What payment methods do you accept?

We accept PayPal and the following credit or debit cards: MasterCard, Visa, American Express, and Discover.

Q: How do you protect my credit card information?

We use 128bit SSL encryption to process all of the payments on our website.

Q: What do I do if I need to cancel my order?

Because we usually process orders on the same day, we might not be able to cancel your order after 12 hours. Please call us to see if it can still be canceled. If it’s not possible, you can wait until you receive your order to return it for a refund.

Q: Do I need to have an account to order a part?

No. You can check out as a guest. However, we encourage you to create an account so you can track past orders.

Q: Do you offer a warranty?

No, but any part you order will be covered by the manufacturer’s warranty policy.

Q: How do replacement parts affect my vehicle’s warranty?

OEM replacement parts don’t void your vehicle’s warranty. Aftermarket parts could affect it, but you’re heavily protected under the Maguson-Moss Warranty Act. The law makes it illegal for a manufacturer to void a warranty just because an aftermarket part has been added to the vehicle. The law allows the manufacturer to refuse to repair your vehicle only if they can prove that the aftermarket part is the direct cause of the problem.

Q: How can I be sure the part I need will fit my vehicle?

Give us a call! We’ll be happy to find you the exact part you need for your vehicle.

Q: What if I want to talk to a real person about my order?

You’ll talk to a real person every time you contact us.

Q: What are your customer service hours?

Our customer service hours are Monday through Friday between 8AM and 5PM CST.

Q: Do you ever offer coupons or discounts?

We sure do! Sign up for our newsletter or follow us on social media for exclusive coupons and discounts.

Q: Do you charge sales tax?

Yes, we do. Sales tax will depend on the state where your order is shipped.


Shipping & Returns

Q: Do you have a minimum order?

Yes, we do. The minimum is $20.

Q: Do you offer rush shipping?

Yes. It’s not offered as an option in our shopping cart, so you’ll have to call us to arrange it. Please keep in mind that you have to cover all the shipping charges if you want rush shipping.

Q: What could cause a shipping delay?

Shipping delay can occur when the wrong address or zip code is submitted for the shipping address. All items being sent via truck freight require a valid phone number to schedule a delivery appointment, failure to provide a valid phone number will also cause a delay. During the holiday season, shipping delivery may very.

Items that are being dropshipped by the manufacture typically take longer to receive. These items will have a warning in plain sight, stating delivery dates may very. If your needs for a manufacture shipped item are time sensitive, we encourage you to call in for an ETA.

If you have not received your order within 5 business days of your order shipping, please call us so we can help.

Q: How much is shipping?

We offer free standard shipping on all orders in the lower 48 states. If you’re ordering from outside the lower 48 states, the shipping total will be reflected in your shopping cart. Expedited shipping costs extra. If you want it, give us a call and we’ll arrange it for you.

Q: What shipping methods do you offer?

We use USPS, UPS, and FedEx for shipping. Larger items may be shipped via a third-party freight company. All items being sent via freight require a valid phone number to schedule a delivery appointment. Failure to provide a valid phone number will cause a delay.

Q: How long does it take to process and ship my order?

We strive for same-day processing on all orders received before 3PM CST. Any orders made after that time will be processed the next business day.

Q: How long does shipping take?

Our delivery goal is 2-4 days. We strive for same-day order processing and our 32 distribution centers across the US and 2 in Canada allow for speedy delivery. During the holiday season, delivery times may vary.

Items that are being drop shipped by the manufacturer typically take longer to receive. These items will have a warning in plain sight, stating that delivery dates may vary. If your needs for a manufacturer-shipped item are time sensitive, we encourage you to call us for an ETA.

Q: Will you provide tracking information?

Yes, we will. We’ll email you your tracking number as soon as your package leaves one of our distribution centers.

Q: If I pay by credit card, will you charge my card once the item has shipped?

We’ll charge your credit card as soon as you complete the checkout process.

Q: If I ordered a part that’s out of stock, when will it ship?

In the rare case that one of our parts is out of stock, we’ll order it ASAP and ship it to you via expedited shipping.

Q: Can you ship my order to multiple addresses?

Yes, but you need to call us to arrange this.

Q: Do you ship to AK, HI, and US territories?

We do ship to Alaska, Hawaii, and US territories. Additional charges will apply.

Q: Do you ship to PO Boxes or APOs/FPOs?

Yes, we do.

Q: Do you ship internationally?

This varies by customer location. We are not always able to ship to every country due to lack of postal service, item dimensions exceeding what is allowed for the local postal service, etc. Call us at 850-250-2132 for international shipping information and quotes.

Q: Do you ship hazardous items?

Yes, we ship hazardous items via UPS.

Q: Do you ship oversized parts?

Yes, we ship oversized parts via a third-party freight company. All items being sent via freight require a valid phone number to schedule a delivery appointment. Failure to provide a valid phone number will cause a delay.

Q: What happens if you ship the wrong part?

Shipment mistakes are rare, but we’ll apologize profusely and ship you the right part free of charge. We’ll also send you a shipping label so you can return the incorrect part.

Q: What happens if the part is damaged during shipping?

Please inspect the part for any damage before signing for the shipment. If you find any damage after signing, please contact us and we’ll help you file a damage claim with the carrier. You’ll also get a replacement ASAP if you keep the damaged box, so the carrier can reimburse us when the damage claim is processed.

Q: How can I be sure you’re shipping me parts that will fit my vehicle?

Give us a call! We’re happy to help you find the exact part you need for your truck.

Q: What happens if the part doesn’t fit my vehicle?

We accept returns within 30 days. If you happen to order the wrong part, you’re welcome to return it to us within the allowed time frame for a full refund. Click here to start a return.

Q: What if my address changes before my order ships? Can I change where you send my shipment?

Contact us right away. If we still have the package in our possession, we’ll change the shipping address. If it’s already sent out, you can contact the carrier and try to work it out with them.

Q: What if I never receive an order?

If you have not received your order within 5 business days shipment, please check the tracking information and contact the carrier. If you're still having trouble, call us so we can help.

Q: What happens if I refuse the shipment?

If you refuse your order at the time of delivery, your package will be returned to us and we’ll inspect it for damage and then process it as a return if needed. However, keep in mind that this is not the proper way to return it and you may be charged a small fee for the inconvenience.

If you accept the shipment and then return it the right way, you’ll get a full refund if everything goes smoothly.

Q: Can I return a part?

Absolutely! You can return a part within 30 days of purchase.

Q: Can I exchange a part?

Absolutely! We accept exchanges within 30 days of purchase too.

Q: How do I return or exchange an item?

First, fill out this RMA request form, and we’ll provide an RMA number. Next, return the part to us with the RMA number and we’ll process it and issue a full refund (minus the 20% restocking fee and shipping).

Q: What if you sent me the wrong part?

This rarely happens, but if we accidentally supply the wrong part to you, please fill out the RMA request form and specify if you are returning it for a refund or for the correct part.

Q: What if I ordered the wrong part?

You’re welcome to return it within the permitted time frame (30 days after purchase).

Q: How long do I have to return or exchange a part?

After you purchase a part, you have 30 days to return it for a full refund, minus restocking and return shipping.

Q: Can I return or exchange a part for any reason?

Yes, as long as the part is still in its original packaging and in resalable condition.

Q: Are there certain parts I can’t return?

Yes; we can’t accept returns for parts that have been used or damaged during installation. Also, all special orders are final and cannot be returned.

Q: Do I have to pay any restocking fees?

We reserve the right to charge a 20% restocking fee for all returned items. The only exception is if we accidentally sent you the wrong part.

Q: Do I have to pay for return shipping?

We ship all of our products free of charge so we ask customers to pay for return shipping. The only exception we’ll make is if we accidentally sent you the wrong part.

Q: How long will it take to receive my refund?

It usually takes us 5-10 business days to issue a refund.

Q: What if the part is defective or damaged?

Please contact us right away and we’ll determine if it was a manufacturer or shipping error before processing your refund or exchange.

Q: What if my return never arrives? Do I still get a refund?

The responsibility falls on you to keep track of your return shipment. We cannot issue a refund until we receive it.

We strongly encourage you to save the tracking number for all return shipments until a credit has been issued. Saving the tracking number will allow you to track the progress of shipping and identify if there is an issue. In the event that your preferred carrier loses your return, having this number will save all parties some inconvenience.

Q: What if someone else purchased the part for me and I want to return or exchange it?

Please have the person who placed the order handle the return process.

Q: What if I need to make a warranty claim and return a part?

Please contact us for the manufacturer’s warranty policy, and we’ll help you process your warranty claim.


Privacy Policy

Q: Communications

If you select during the order process or at other times when you submit personally identifiable information, the information you provide may be used by Forbidden Diesel to create and deliver to you our newsletters, surveys or other communications containing product information. If you prefer not to receive such Communications, please do not select the ‘Please inform me option’. If you do select this option and later decide that you would no longer like to receive these communications, please use the features made available to you.

Q: Communications to Serve You

If you have elected to provide us with your contact information, e.g., by registering at the Site, emailing our Customer Service department or placing an order, we may provide you with service related announcements concerning the Site or contact you regarding your customer service requests or your order. For example, all registered users will receive an email to confirm their order. These types of communications are necessary to serve you, respond to your concerns and to provide the high level of customer service that Forbidden Diesel offers its customers.

Disclosure of Personally Identifiable Information

We will never provide your personally identifiable information to third parties for their use in marketing their products or services to you without your consent. Forbidden Diesel takes great pride in having you as a customer and we will ensure your privacy as a customer. Forbidden Diesel does not sell or exchange names or any other information about our customers with third parties.

Q: Fraud Protection and Compliance with Law

We may disclose any information, including personally identifiable information, we deem necessary, in our sole discretion, to comply with any applicable law, regulation, legal process or governmental request. We may also exchange information, including personally identifiable information, with other companies and organizations for credit fraud protection and risk reduction.

Q: Service Providers

We may retain other companies and individuals to perform functions consistent with our Privacy Policy on our behalf. Examples include customer support specialists, web hosting companies, fulfillment companies (e.g., companies that fill product orders or coordinate mailings), data analysis firms and email service providers. Such third parties may be provided with access to personally identifiable information needed to perform their functions, but may not use such information for any other purpose.

Q: Special Events

If you elect to participate in any promotions, sweepstakes, surveys, questionnaires or other events during your visit to our Site, the rules or terms and conditions for those events may indicate that your personally identifiable information will be shared with third parties. By choosing to participate and submitting your personally identifiable information with respect to such events, you consent to disclosure of your personally identifiable information to such third parties.

Q: Business Transfers

As we continue to develop our business, we might sell certain of our assets. In such transactions, user information, including personally identifiable information, generally is one of the transferred business assets, and by submitting your personal information on the Site you agree that your data may be transferred to such parties in these circumstances.

Q: Cookies, IP Addresses, Pixel Tags and Tracking Technology

We may place a "cookie" on your computer's hard drive so we can recognize you as a return user and personalize your experience. A cookie is a piece of data that enables us to track and target your preferences. The cookie will be stored on your computer's hard drive until you remove it. We may also use temporary or "session" cookies to help you shop. These cookies will expire when you place an order. You can have your browser notify you of, or automatically reject, cookies. If you reject our cookies, you may still use the Site, but you may be limited in the use of some of the features. In addition, we may use IP addresses to analyze trends, administer the Site, track traffic patterns, and gather demographic information for aggregate use, as well as in combination with your personally identifiable information for credit fraud protection and risk reduction.

Similarly, when you visit this Site or view one of our emails, we may use pixel tags (also called "clear" gifs), tracking links and/or similar technology to note some of the pages you visit on our Site and personalize your experience. We may also use pixel tags to determine what types of email your browser supports. We may use the information collected through pixel tags, tracking links and similar technology in combination with your personally identifiable information.

forbiddendiesel.com does recognize your ISP (internet service provider), however, we cannot identify you as an individual. If you make an on-line purchase we do collect information (such as sales statistics and traffic patterns) to help improve your shopping experience. We keep all information confidential.

Q: Use of Aggregate Information

We may use the information you provide in aggregate (non-personally identifiable) form for internal business purposes, such as generating statistics and developing marketing plans. We may collect, store or accumulate certain non-personally identifiable information concerning your use of the Site, such as information regarding which of our pages are most popular. We may share or transfer non-personally identifiable information with or to our affiliates, licensees and partners.

Q: Links

This Privacy Policy applies only to the information collected on this Site. Our Site may contain links to or from other websites and you should be aware that we are not responsible for the privacy practices of other websites. We encourage you to read the privacy policies of other websites linked to the Site.

Q: Security

Forbidden Diesel seeks to protect the security of your personal information both online and offline. All credit card transactions are secure. Every on-line order is encrypted and sent through a secure server, using SSL technology to prevent information from being intercepted.

Confidential information such as your credit card number will be used only to fulfill your order. To protect your privacy, we will ask you to enter your credit card number and expiration date each time you place an order with us. This way, even if someone else accesses the account information stored on your computer, they won't be able to use your credit card.

E-mail is not encrypted and is not a secure means to transmit credit card numbers. We will only display the last 4 digits of your credit card number on your account.

Q: Notification of Policy Changes

Forbidden Diesel reserves the right to revise this Privacy Policy in the future by posting changes at this location and we may make changes at any time without notification.

Q: Updating Personal Information

If you are a registered member at Forbidden Diesel, you can change your personal information at any time by updating your information at check-out.

Q: Contacting Us

We welcome your comments and questions about privacy. Please send email to Sales@forbiddendiesel.com.

We are confident that your visit to Forbidden Diesel is secure and safe. However, you may choose to call us directly to place your order over the telephone. Please call Customer Service at 850-250-2132