Orders are generally shipped in 1 business day after your order is processed and they normally take an additional 3-6 business days to arrive. Visit our estimated transit times page for more information.
Orders are processed Monday through Saturday during normal business hours. If an order is placed after 3:00 pm ET it will ship the following business day (Friday and Saturday may vary).
You may return damaged or defective merchandise within 30 days of the original purchase date for a full refund minus shipping charges. We will also gladly exchange the damaged or unwanted merchandise for anything on SS396.com. This DOES NOT apply to products damaged during transit, if your package was damaged or lost during transit click here.
Ground Up, Inc. SS396.com would like you to shop with confidence. Your complete satisfaction is our number one goal. If, for any reason, you are not satisfied with your purchase, just request an RMA # and return the item within 30 days from the original purchase date for an exchange, store credit, or full refund. (shipping and handling charges are not refundable.) Click here for our complete return policy.
Ground Up, Inc. SS396.com exclusively ships via UPS or USPS on all orders considered non-truck freight. All orders will be shipped out the same day if ordered before 3 pm ET (except Friday & Saturday), or the next business day if ordered after 5 pm ET.
Please Note: Not all shipping methods are available in all areas. Truck freight items will be shipped using the carrier of our choice.
When will my product be shipped out?
In stock products will be shipped from our warehouse the same business day when the order is placed online or over the phones before 3:00 pm ET. If the selected product(s) are not in stock we will attempt to ship it directly from the manufacturer if they have availability. If we do ship an item directly from the manufacture a Drop Shipment notice will be sent to the email on your account.
In the event Ground Up, Inc. SS396.com can’t source the ordered part you will receive a Back Order notice to the email on your account with the products by the next business day. It is your responsibility to notify us of how’d you like to proceed with the order, otherwise, Ground Up, Inc. SS396.com will hold the entire order to ship complete.
If you need immediate availability please use our “Live Chat” feature or contact one of our knowledgeable customer service representatives.
How long will it take to receive my product?
Most orders are delivered within 3-6 business days from the shipment date on products in-stock and depending on your location. Special order, drop shipments, and out of stock items may take an additional 1-2 weeks to be delivered. Packages will not be delivered on the weekends (Saturday and Sunday) or on major holidays, this includes expedited services such as Next Day Air. All packages are shipped and delivered Monday through Friday. For a complete breakout of estimated shipping times based on your location visit our Estimated Delivery Times page.
What Happens If I Refuse A Shipment?
Unauthorized refusal of orders will be subject to a 25% restocking fee. Ground Up, Inc. SS396.com will consider the entire order canceled and voided with no notification to the customer. The customer will be billed 25% plus all freight charges to and from the destination. Contact our customer service department for more information.
In order to receive free shipping on your order, you must use one of our free shipping promotional codes before completing the checkout process. To find free shipping deals visit our Every Day Savings page.
Free shipping offers are good only to U.S addresses within the 48 contiguous states, which excludes Hawaii, Alaska, Puerto Rico, and the U.S. Virgin Islands. Free shipping is always UPS Ground unless otherwise specified by a promotion. Free shipping offers do not apply to truck freight items, oversize items, or any item that is marked Not Eligible For Free Shipping with Coupon. Ground Up, Inc. SS396.com reserves the right to select the carrier of our choice for all free shipping promotions.
Damaged or Lost Packages
While we work with some of the most trusted shipping providers in the world, mistakes can happen. We’re here to help make this process as painless as possible, but there are steps we have to take due to policies in place by our shipping providers.
If your package was left by the shipper unsigned or signed fraudulently and ends up lost or damaged, you will not be reimbursed for freight or parts directly by Ground Up, Inc. When this happens, we must file a lost or damage claim with the shipping provider so they can reimburse you for their mistake. Their decision is based on findings by their internal team and we have no control or say in the final decision. If you find yourself in this situation please call 203-235-1200, press 3 for customer service.
Always make sure you check all possibilities before starting the damage claim process.
- Check around your property for any packages that may have been placed out of sight.
- Check with your neighbors to see if your package was accidentally delivered to their residences.
- Call the shipping company, they should send the driver back to your residence within 24 hours.
If the driver cannot locate the package, a claim will be initiated with the shipping company. Claims take approximately 30 days to settle. During this time, we are not responsible for replacing any lost orders while your claim is processing. All replacement parts will have to be reordered until your claim is settled.
International Duties & Taxes
The recipient of international shipments may be subject to import taxes, customs duties, and fees, which are levied once a shipment reaches the recipient’s country. Additional charges for customs clearance must be paid by you the recipient; Ground Up, Inc. SS396.com has no control over these charges and can’t predict what they may be. Customs policies vary widely from city, province, and country; you should contact your local customs office for more information.
Please Note: When customs clearance procedures are required, it can cause delays beyond our original delivery estimates.