One Of The Easiest Returns Policy In The Industry
At Ground Up, Inc. SS396.com we understand mistakes happen, that’s why we have one of the easiest return policies in our industry. Purchases can be returned to us by mail within 30 days as long as the product hasn’t been modified, altered, painted, installed, damaged, or disassembled. Please note that shipping charges on your original order will not be refunded, unless the package was incorrectly shipped or you received defective merchandise.
How Do I Return An Item?
As long as the product is not modified, altered, painted, installed, damaged, or disassembled from the original shipping condition you can send it back within 30-days of receipt for a full refund, credit, or exchange. Please contact our customer service department for a return merchandise authorization number (RMA) or click here for our online form.
All authorized returns should be mail back via Ground Services to the following address:
ATT: Returns Dept.
Ground Up, Inc.
91 Great Hill Rd
Naugatuck, CT 06770
Can I Return A Product That Was Purchased Over 90 Days Ago?
Products can be returned after 90 days as long as the product is not modified, altered, painted, installed, damaged, or disassembled from the original shipping condition. Products returned after 90 days can only be refunded for store credit. All returns are subject to a 25% restocking fee after 30 days.
Can I Send An Item Back Without An RMA Number?
No, Ground Up, Inc. SS396.com will not accept returned goods without prior authorization. Any items sent back without an RMA number will be subject to a 25% restocking fee without notice.
How Do I Get A Return Label?
The customer is responsible for paying freight on all returning packages unless an item is defective, damaged, or shipped incorrectly. If you feel this shouldn’t be the case for your return please contact our customer service department.
Are There Any Items That Are Non-Returnable?
Yes, literature, CDs, videos, printed materials, stencil kits, stripes, electrical parts, gauges, wiring harnesses, switches, and all special order products are non-returnable. There is no guarantee on moving parts such as engines, transmissions, rear ends, steering gears, water pumps, distributors, wiper motors, etc. This includes wheels and tires that have been mounted, balanced, or modified.
How Long Do Refunds Take To Process?
Refunds are only processed after the returning items have been delivered to Ground Up, Inc. and inspected by our Refunds Department. After processing your return we will initiate the refund process and you will be notified via email. If your refund is being applied back to a bank card or credit card, expect the credit to appear on your account within 5-10 business days after you receive the email notification. Please note that once the refund process has been initiated the time for your funds to be available depends solely on your financial institution’s policies.
How Long Do Exchanges Take?
Exchanges are only processed after the returning items have been delivered to Ground Up, Inc. and inspected by our Refunds Department. After the refund department has inspected the items we will send out the requested exchange part. If there is a price difference in products a customer service representative will reach out to you to acquire the additional payment for the requested part. This process takes on average 3-5 business days not including transit times.
Additional Return Policies:
Ground Up, Inc. SS396.com always recommends professional installation on all our products. Any item which has been altered, painted, installed, or deemed non-resalable by Ground Up, Inc. will be returned to the customer at the customer’s expense. Ground Up, Inc. SS396.com is not responsible or liable for labor fees associated with the installation, removal, modification, or repair of any product purchased regardless of the circumstances. Ground Up, Inc. SS396.com is not responsible for any damages or discoloration incurred in relation to chemical products including cleaners, waxes, polishes, paints, etc.
Tips For Returning Packages
- Print out the provided RMA form sent to your email and place that inside the shipping carton
- Do not add items yourself to the form as they will NOT be credited. Be sure to notify us and we will send you an updated RMA form to reprint
- Write your RMA number “RMA XXXX“ on the outside of the SHIPPING CARTON in large letters
- DO NOT write the RMA number on the product box
- Properly package the item(s) being returned in their own shipping carton
- We recommend returning the product in the same shipping carton that you received it in
- We recommend that you use a traceable Ground Shipping Service (e.g. UPS or the U.S. Postal Service insured mail), so you can track your shipment back to us for a truly flawless return
- ALL returns should be sent back via Ground Shipping Services to avoid any issue associated with Air Services