The Performance Factory (TPF) is committed to providing the automotive enthusiast with a broad selection of the best products and services. We also make our best efforts to provide excellent customer service with prompt responses to telephone and email inquiries, fast shipping for orders, honest opinions on products, and accurate service quotes. We are dedicated to making you a dedicated TPF customer!
Orders & Payment
We accept orders through our website’s online shopping cart system using Paypal Checkout.
PayPal
We accept PayPal payments through our online shopping cart system. WE WILL ONLY SHIP TO A PAYPAL CONFIRMED ADDRESS. When you select PayPal as your payment method, you are transferred from our shopping cart to PayPal with the payment information to make the payment at that time. If the transfer to PayPal fails, log into your PayPal account and select Send Money – our payment address on PayPal is [email protected]. Please include the full payment and your order number, and make sure you are making payment using a confirmed shipping address or there will be delays in your order being processsed. Orders paid through PayPal which total over $250 are shipped “signature required” – we must do this to adhere to PayPal’s policies. If you do not agree with this, then you must select another payment method.
Checks
Personal checks are NOT accepted, and will not be cashed or processed.
Shipping
General
TPF gets a daily afternoon pickup with UPS. We try to ship orders the same day they are received. Sometimes shipment may take 2-3 days depending on our order and service volume and stock levels. If we anticipate an extended shipment delay due to inventory levels or other issues, we will notify you via email of the circumstances. A UPS time-in-transit map is displayed during the checkout process when you are choosing your shipping method. Bear in mind the map is a general reference and not a guarantee – various factors such as stock levels, weather, time you place your order, address verification, incorrect/incomplete address information (check your addresses!) and other factors can vary shipment transit times. Remember, also, that Saturday is NOT considered a “ship day” so any transit times will exclude Saturday and Sunday, even on faster-than-ground shipping options.
United States
Most of our shipping is done through UPS. The website shopping cart offers shipping rates from UPS Ground to UPS Next Day Air. Some US destinations like US territories and APO addresses are shipped via either UPS Air Services or the US Postal Service via Priority mail. For these destinations, UPS does not offer ground service, so shipping charges may not be included in your order. If no shipping is calculated TPF will calculate shipping charges and charge them to the card used for the order when the order is processed for shipment. We will not ship domestic packages via US Postal Service due to the lack of accurate tracking capabilities and the lack of a suitable claims process if a package is damaged or lost in transit.
Large body components, engines, transmissions, and other packages larger than accepted by UPS are shipped via freight services, both domestic and international. For these and other large orders the shopping cart often can not accurately calculate shipping charges and usually indicates that shipping charges will be calculated and charged separately after the order is placed. We will calculate the freight charges and inform you of them, and they will be charged to the same method of payment used for the order.
International
The shopping cart system calculates international shipping charges to most destinations, and shipment is via UPS. For orders which insufficient or no shipping charges have been applied by the shopping cart system, shipping will be calculated and charged separately to the same card used for the order. Most international orders ship UPS, with some larger ones going UPS Freight or other freight carrier. Delivery is typically 4-6 days but times vary for some destinations or due to customs. TPF does not ship until full payment is received.
NOTE: Orders shipped outside the United States may be subject to local import duties and taxes or shipping agent charges. TPF is not responsible for these additional expenses as we have no knowledge of different countries’ import duties and regulations. Packages which are refused and returned to TPF will not be refunded the shipping charges and any product credit will be subject to restocking fees and return shipping charges assessed to TPF by the shipping carrier.
Packaging
TPF makes every attempt to package shipments in a safe and secure manner. Items are packaged in shipment boxes with packing/fill materials to protect the contents from damage in transit. Boxes are securely taped and/or stapled to prevent opening and lost items in transit. Upon receipt of the package, the receiver MUST inspect items to ensure all items which were invoiced were received. If any items are damaged or missing and not noted as backordered on the invoice, the receiver MUST contact TPF within 3 days. If a claim with the shipping courier is required, all packaging materials MUST be kept until the issue is resolved. Credit/reshipment will occur once the claim is concluded. TPF will not be responsible for delayed claims – the carriers have time limitations for making a claim. TPF will not be responsible for items lost, damaged, or not in the box if TPF is not notified within 3 days of receipt of the package.
Invoice
Each shipment will have an itemized invoice inside the box or attached to the outside of the box, or in some cases enclosed inside the box with the items, which will list all items ordered. Any items which are backordered or not included in the shipment for other reasons (e.g., a drop-shipment direct from a manufacturer), will be noted on the invoice. The receiver MUST double-check to confirm that all items invoiced as shipped were received. If there are any discrepancies between the invoice and items received, the receiver MUST contact TPF within 3 days of receipt. TPF will not be responsible for items lost, damaged, or not in the box if TPF is not notified within 3 days of receipt of the package. NOTE: Invoices for international shipments will be emailed and not included in the box.
Returns
New Parts
There is a 20% return fee for ALL returns and parts must be NEW and uninstalled and in their original packaging in re-sellable condition. Refunds are processed back to the original method of payment (i.e., we can not issue a refund to a different card or Paypal account than was used to pay for the order originally).
Any returns after 90 days from invoice date are subject to a 50% restocking fee issued as store credit.
There are no returns after 1 year from invoice date, no exceptions.
Shipping charges are not refundable. Packages which are refused and returned to TPF will not be refunded the shipping charges and any product credit will be subject to restocking fees and return shipping charges assessed to TPF by the shipping carrier.
Returned items which were originally shipped from TPF with free shipping will have standard ground shipping charges also deducted from any credit due.
Incorrectly ordered parts which are returned to be swapped for a correct/different part will be subject to a reduced 10% restocking fee and shipping will be charged for the replacement part to be re-shipped out.
New items purchased from TPF which have been used or installed are not returnable / refundable. TPF recommends Ebay for selling used parts.
Special order parts and electronic parts are not returnable / refundable – it is up to the customer/buyer to make sure they are requesting and ordering the correct part prior to it being ordered.
Exception: New parts purchased from TPF which are found to have a MANUFACTURER’S defect can be exchanged for the same part. The part must be returned to TPF for inspection and claim with the manufacturer. ALL PARTS AND PACKAGING MUST BE RETURNED. You MUST contact TPF for a return authorization prior to returning any parts.
Parts which fail due to mis-installation are the responsibility of the buyer/user.
Used Parts
Used parts purchased from TPF are sold as is and are not returnable and carry no warranty or guarantee. Condition of used parts will be fully disclosed as accurately as possible prior to sale.