All Company Policies
Ordering & Product Policies
Back Orders
Ground Up Motors – SS396.com will make an effort to notify you in the event backorders are present on your order. While back orders are often beyond the control of Ground Up Motors – SS396.com, most out of stock items are shipped within two (2) to six (6) weeks. We generally ship back ordered items as soon as they arrive at our warehouse, without notification. If one of your items has been out of stock for more than 90 days, we will make an effort to contact you before shipping. If you wish to cancel a back order, please contact us as soon as possible to avoid return shipping charges and restocking fees.
Ground Up Motors – SS396.com will keep track of all backorders on products that are “out-of-stock” or unavailable at the time the order is placed. The pricing on a back-ordered product is not guaranteed due to labor, manufacturing, materials, shipping costs, and other unforeseeable issues that may arise requiring a price adjustment. We will maintain the price on any backorder product for 60 days after the order is placed. After 60 days, the product may be subject to a price adjustment. If a price adjustment is necessary on a particular product, we will do our best to inform the customer before the product is shipped.
Discounting
Ground Up Motors – SS396.com offers various ways for you to save money. However, please note that these offers do not apply to any items marked as “Part eligible for free shipping: NO” or “Part eligible for discounting: NO.” Discount and Free Shipping offers are only applicable to items that are currently in stock at the time of ordering. Ground Up Motors – SS396.com reserves the right to exclude certain items from discounting, even if they are not specifically marked as such in our print catalogs or online. Please also note that discounts, including team discounts and free shipping offers, cannot be combined.
Product Availability & Pricing
The availability of all items on SS396.com and in our print catalogs is subject to change without prior notice. Ground Up Motors – SS396.com reserves the right to discontinue products, services, accessories, and substitute products of a similar nature (i.e., different manufacturers/brands) without notice.
While Ground Up Motors – SS396.com strives to maintain accurate pricing, please note that prices are subject to change due to factors such as increased costs in manufacturing and materials. For the most up-to-date pricing information, please visit our website 24/7 or contact a Ground Up Motors – SS396.com customer service representative by phone or email.
Kit Products
Our Parts and Accessories catalogs, as well as SS396.com, offer kits that include a variety of products to provide you with the best value. Please note that most of these kit items are exclusive to Ground Up Motors – ss396.com and are not eligible for further discounting or price matching against our competitor’s kits.
Occasionally, we may run out of a specific item that is included in a kit. In such cases, we will generally ship the items that are in stock and backorder the ones that are currently unavailable. You can contact our sales department by phone to verify which items are out of stock at the time of placing your order. As our customer, you have the option to accept a partial kit delivery or choose to have the entire kit backordered until it is ready to ship in its entirety, be sure this is either verbally communicated over the phone or specified when placing an order online. Please note that additional freight fees may apply for multiple shipments, if applicable.
Special Order, Colored, & Non-Returnable Product
Please note that due to multiple manufacturers of products provided by Ground Up Motors – ss396.com, color variations may occur. Slight color variations, especially among interior products, are common and do not constitute a defect. These products are not eligible for return shipping solely based on color variations.
Additionally, there are products noted online and, in our catalog, as non-returnable. This primarily includes colored products such as interior items, as well as special order or built-to-order products like date-coded glass and custom gauge clusters. If you are unsure whether a product is non-returnable, please contact a us via phone or email for clarification.
Please be aware that colors displayed on computer monitors and in our print catalogs may differ slightly from the actual color of the product. If precise color matching on interior items is a concern, we recommend ordering black and color matching using interior paint or dyes. Returns of colored, special order, or non-returnable items are not permitted and will be subject to 25% restocking fee.
International Orders
Ground Up Motors – SS396.com offers international shipping to customers via international shipping methods. To ensure accurate calculation of Duties, Taxes and Shipping Costs, all international orders must be placed online. Please note that some products cannot ship internationally due to size and weight restrictions such as items requiring freight shipment. International orders are only shipped complete and we will advise of any items preventing the order from shipping and supply options on how to proceed.
Alternatively, customers can arrange international shipping through a freight forwarder of their choice. In such cases, it is the customer’s responsibility to work directly with the freight forwarder. Ground Up Motors – SS396.com will provide a shipping rate for delivering the products to the freight forwarders address. Please note that Ground Up Motors – SS396.com will only communicate with our customer and not the freight forwarder. It is the customer’s responsibility to report any missing products to Ground Up Motors – SS396.com at the time of delivery to the freight forwarder. Additionally, any international documents required are the responsibility of the freight forwarder and the customer.
To learn more about how to place an international order, click here.
Additional Ordering/Product Information
Shipping Policies
Oversize Items
Ground Up Motors – SS396.com offers shipping for items that are considered Oversize. These items can be shipped via Ground Shipment Methods at an Oversize rate, which entails a minimum dimensional weight fee of 30 lbs. for Oversize or 70 lbs. for Oversize 2.
It’s important to note that Ground Up Motors – SS396.com reserves the right to charge an Oversize fee on any item that is deemed Oversize, even if it is not explicitly indicated as such. This ensures that the shipping costs associated with handling and transporting these larger items are adequately covered. If a shipping adjustment is necessary on a particular product, we will do our best to inform the customer before the product is shipped.
Expedited Shipping
Ground Up Motors – SS396.com provides various expedited shipping options for customers’ convenience. To ensure timely delivery, orders must be placed by 2:00 pm from Monday to Thursday, and by 12:00 pm on Fridays. Please note that weekends and holidays are not considered shipping days.
It is important to mention that Ground Up Motors – SS396.com recommends contacting our sales department to obtain the expedited shipping rates for your order. They will be able to provide you with accurate pricing information based on your specific requirements to ensure you are receiving your expedited order in a timely manner.
APO/FPO Shipping
Please note that for APO or FPO addresses, USPS is the only available shipping method. If you are military personnel with an APO or FPO address, it is important to contact Ground Up Motors – SS396.com prior to placing your order. This will allow them to verify that the desired parts do not exceed the size limit and ensure a smooth shipping process for you. You can reach out to our customer service team by writing, calling, or emailing, be sure to also ask about our Military discounts which we are honored to offer to both active and retired military personnel.
Truck Freight Shipping
Ground Up Motors – SS396.com recognizes that certain products are too large or heavy to be shipped via Ground freight and must be shipped using truck freight. Efforts are made to clearly indicate these items in the print catalogs and website, but there may be instances where an item not specifically marked for truck freight may still require or benefit from this shipping method.
To ensure we are providing our customers with the best possible shipping rate all orders are subject to review by our Truck Department for adequate freight quoting. When placing an order online or over the phone you will not be charged any shipping and a quote will be provided for your approval which is valid for 10 days from the date it was provided. Orders will remain as a quote until the order has been approved by the customer. Please note that products are not reserved until the quote has been approved. Due to the quoting process PayPal payment is not accepted for truck orders.
It is crucial to provide us with accurate information regarding the delivery destination. Any fees or charges resulting from the provision of false information or failure to comply with Ground Up Motors – SS396.com’s policies are the sole responsibility of the customer and may be applied without notice.
For more details on truck freight shipments please visit our Truck Freight Information page.
3-Day Policy
All customers are responsible for inspecting the contents of their order upon delivery. Ground Up Motors – SS396.com can only honor claims for damaged or missing products within three (3) business days from the delivery date. After this time, we may be unable to provide replacements or refunds for any damaged or missing items.
Truck orders must be checked in the presence of the person delivering the merchandise. Do not allow the delivery person to leave before checking your shipment. Should any damage occur, you must note the damage on the bill of lading and/or refuse the shipment. After three (3) business days from the delivery date, we are unable to provide replacements or refunds for any damaged or missing items.
Product Damages & Shortages
At Ground Up Motors – SS396.com, we understand that errors and issues can sometimes occur during the fulfillment, shipping, or manufacturing process. If you receive a product that is damaged, missing, or incorrectly shipped, it is important to notify us within three (3) business days of receiving the order. You can do so by contacting us via phone or email. If you are present at the time of delivery and notice any carrier damage it is recommended that you refuse the shipment with the reason of carrier damage. If this is the case notify our customer service team so we can rectify this issue in a timely manner and ensure you are not charged any additional fees.
To ensure a prompt resolution on a damaged or missing claim, we may request additional information, such as images or details about the damaged, missing, or incorrectly shipped product. In most cases, we will provide you with a pre-paid shipping label to return the damaged or incorrectly sent product. Once we receive and inspect the returned item, we will issue a refund or send a replacement, depending on your preference.
It is important to note that if you report damage, missing items, or incorrect shipments after the 3-day window, you may still be able to make a claim, but you may not be eligible for a pre-paid shipping label or full compensation.
Shipment Refusals
In the event of a refused delivery, please note that a restocking fee of 25% will be applied, along with applicable return shipping charges, unless the refusal was due to damage that occurred during shipping (refer to our Damage Claim policy).
Additional Shipping Information
Returns & Exchanges
“We stand behind our product as the highest quality available on the market. If you are not satisfied with your purchase, you can return it for a full refund or store credit.”
Returns & Exchanges Policy
Products may be returned for a full refund, credit, or exchange within 30 days of receipt, provided that the product is in its original shipping condition and has not been modified, altered, painted, installed, or damaged. Products returned after 30 days can only be returned for exchange, store credit, or refund check. All returns after 30 days are subject to a 25% restocking fee. After 90 days, returned items are no longer accepted. The customer is responsible for shipping charges on returned merchandise unless otherwise indicated by Ground Up Motors – SS396.com.
Ground Up Motors – SS396.com always recommends professional installation for all the products we sell. Any item that has been altered, painted, installed, or deemed non-resalable by Ground Up Motors – SS396.com will be returned to the customer at the customer’s expense. If the customer does not want to pay for return shipping, the item will be field destroyed. Ground Up Motors – SS396.com is not responsible or liable for any labor fees associated with the installation, removal, modification, or repair of any product purchased, regardless of the circumstances. Additionally, Ground Up Motors – SS396.com is not responsible for any damage or discoloration incurred in relation to chemical products, including cleaners, waxes, polishes, paints, and/or similar items.
Product Warranties
Ground Up Motors provides limited warranties for applicable products, extending for a period of 1 year (30 days for any electrical components/products) from the date of shipment to the original consumer.
In the event of an alleged defect in material or workmanship, Ground Up Motors’ responsibility is strictly limited to repairing or replacing the defective product. Ground Up Motors has no other obligations, whether expressed or implied. Ground Up Motors shall not be responsible for: (a) actual or alleged labor, transportation, or other incidental charges; or (b) actual or alleged consequential or other damages resulting from the use of any Ground Up Motors product.
To initiate the warranty process, the customer must return the alleged defective product to the place of purchase with a completed applicable warranty Return Merchandise Authorization (RMA). A shipping label will be provided for sending back the alleged defective product. Warranty claims will be rejected if the customer fails to establish the date of purchase. Please do not send products directly to Ground Up Motors without a completed applicable warranty RMA. To obtain the necessary RMA, please call our customer support team at 203-235-1200. Ground Up Motors assumes no responsibility for products sent directly to Ground Up Motors without a warranty RMA or return label.
The final determination of warranty coverage will be at the sole discretion of Ground Up Motors. If Ground Up Motors determines that the product is not covered by our warranty, it is the customer’s responsibility to pay for all return shipping including the return of the product to the customer. Failure to provide a return shipping label in 5 business days after notification will result in the returned product being field destroyed without any compensation to the customer.
Need To Return A Product?
Payment Policies
Gift Cards/Certificates
Gift cards or certificates have no cash value and must be redeemed for merchandise only.
Cancellation & Modification Fees
We understand that circumstances can change after placing an order with us, and we want you to know that you can modify or cancel your order at any time before it enters fulfillment. However, once an order has entered fulfillment at our facility or a supplier’s facility, we may apply additional fees for stopping or modifying the order.
Sales Tax
If you live in a state that requires sales tax, Ground Up Motors – SS396.com will collect the appropriate sales tax for your shipping location. Most states currently require sales tax and Ground Up Motors – SS396.com is compliant with all the latest laws associated with state sales tax. Due to regular variations in state sales tax, rates are subject to change without notice based on state and zip code. State sales tax is applied to products as well as shipping fees, handling fees, etc.
Additional Payment Information
Price Match Guarantee
SS396.com is proud to offer a price match guarantee on the same exact available brand and model part. If you are about to make a purchase and discover a lower advertised price offered by a retail competitor, let us know and we will price match by calling 203-235-1200.
This offer is subject to the terms and conditions of Ground Up Motors – SS396.com policies. Ground Up Motors – SS396.com reserves the right to change or revoke this offer at any time without notice. Price matching only applies at the time of ordering. All price matching is subject to approval. For more information or a specific request, please contact our sales department at 203-235-1200, press 1
Who We Will Price Match
Limited to competitors within the restoration parts industry. We will not price match eBay or Amazon sellers. Any restoration part competitor we are matching must have the item in-stock and ready to ship for us to price match. We will price match items that we are currently out of stock on as it provides us with more incentive to get those items returned to stock.
Eligible Products
Nearly every product on SS396.com is eligible for price matching except for our exclusive in-house kits which combine multiple brands and part #s into a cost-effective package. We will only price match an advertised price, not a reduced price due to a competitor’s promotion. This means the product page on our competitor’s site must have a lower price than us, we will not honor any pricing shown in our competitor’s checkout.
Shipping & Discounts
We will not price match any competitors’ sale pricing, inventory reductions, special promotional offers, etc. Price matching supersedes all other promotional offers and current “On Sale” pricing at the time of comparison. Price matching only applies to products on SS396.com, we will not price match any competitors’ shipping rates.
Privacy Policies
Collections and Use
We collect the following personal information from you:
- Contact Information, such as name, email address, mailing address, phone number
- Billing Information, such as credit card number and billing address
- Unique Identifiers, such as user name, account number, and password
- Preferences Information you provide, such as product or content interests
- Usage activity about how you interact with us, such as purchase history, what content you viewed, and which areas of our site you visited.
- We also collect information about your business, such as company name;
As is true of most Web sites, we automatically gather information about your computer, such as your IP address, browser type, referring/exit pages, and operating system.
We use this information to:
- Fulfill your order
- Send you an order confirmation
- Assess your needs to determine suitable products or services
- Send product updates or warranty information
- Respond to customer service requests
- Administer your account
- Send you a newsletter
- Improve our Web site and marketing efforts
- Respond to your questions and concerns
- Display content based upon your interests
Marketing Choice/Opt-Out
You may choose to stop receiving our newsletter or marketing emails by following the unsubscribe instructions included in these emails, or you can contact us at info@ss396.com.
Disclosure to Third Parties
We may provide your personal information to companies that provide services to help us with our business activities, such as shipping your order. These companies are authorized to use your personal information only as necessary to provide these services to us.
Security
The security of your personal information is important to us. We follow generally accepted industry standards to protect the personal information submitted to us, both during transmission and once we receive it. No method of transmission over the Internet, or method of electronic storage, is 100% secure. Therefore, we cannot guarantee its absolute security.
If you use our shopping cart, the transmission of sensitive information collected on our order form is encrypted using secure socket layer technology (SSL).
We will retain your information for as long as your account is active, or as needed to provide you services. If you wish to cancel your account or request that we no longer use your information to provide you services, contact us at info@ss396.com.
Third-Party Widgets
Our Web site includes third party hosted widgets, which are interactive mini-programs that run on our site to provide single-purpose services (e.g. sharing of articles, videos, etc.). Personal information, like your email address, may be collected and cookies may be set so the widget can work properly. The information through the widget is subject to the widget provider’s privacy policy.
Correcting and Updating Your Personal Information
To review and update your personal information to ensure it is accurate, contact us at info@ss396.com.
SMS (Short Message Service)
Ground Up Motors - SS396.com SMS Terms
By providing your mobile number, you expressly authorize Ground Up Motors – SS396.com to send automated marketing text messages to your mobile device. Consent is not required to purchase goods or services. Msg & data rates may apply. Text STOP to to cancel at any time. Text HELP for information.
Ground Up Motors - SS396.com SMS Privacy Policy
Collection of Information
When you subscribe to receive SMS messages from Ground Up Motors – SS396.com, we may collect the following information:
•Your mobile phone number
•Your name
•Other relevant details you provide
Use of Information
We use the information we collect to:
•Send you updates, promotions, and other relevant information about Ground Up Motors – SS396.com
•Improve our services and communication efforts
Opt-In Consent
By providing your mobile phone number, you consent to receive SMS messages from Ground Up Motors – SS396.com. Message frequency may vary. Standard message and data rates may apply.
Opt-Out
You may opt out of receiving SMS messages at any time by:
•Replying “STOP” to any SMS message you receive from us
•Contacting our customer support team at info@ss396.com or 203-235-1200
Data Security
We implement reasonable security measures to protect your information from unauthorized access, disclosure, alteration, or destruction. However, no data transmission over the internet or electronic storage method is 100% secure.
Sharing of Information
We do not sell, trade, or otherwise transfer your personal information to outside parties, except as necessary to provide our SMS services or comply with legal obligations.
Changes to This Policy
We may update this SMS Privacy Policy from time to time. We will notify you of any changes by posting the new policy on our website and, where appropriate, notifying you via SMS.
Thank you for choosing Ground Up Motors – SS396.com. We appreciate your trust in us and are committed to protecting your privacy.
Trademark & Copyright
The content of Ground Up Motors – SS396.com, including the Ground Up Motors – SS396.com Parts and Accessories catalog is copyright 2024, all rights are reserved. No content of the www.ss396.com website, including text, photos, or illustrations may be reproduced without the prior written permission of Ground Up Motors – SS396.com.
