Shipping & Returns
SHIPPING
In most cases, Thunderhawk Performance ships orders the following business day after receiving the order. Orders placed after 5 PM (EST) are received the following morning, when we get into the office.
All orders must have a physical street address that is serviced by UPS. We do not ship to P.O. Boxes.
Thunderhawk Performance offers two options for shipping orders within the continental United States. The standard shipping method is the Flat-Rate Economy shipping option, with delivery times of 3-8 business days. We also offer an optional UPS Ground Upgrade, which reduces shipping time to 1-5 business days for delivery and includes insurance for loss or damage. Economy shipping does NOT include insurance, so you should upgrade to UPS Ground shipping if you wish to have your package insured.
Shipments to Alaska & Hawaii, and most international shipments are shipped via US Postal Service. Delivery to Alaska and Hawaii typically takes 2-6 business days, depending on your location. International deliveries are estimated at 6-15 business days, but may take slightly longer due to customs delays.
CANADIAN & INTERNATIONAL ORDERS
Thunderhawk Performance welcomes Canadi
an and International orders. We ship products all over the world, and ship frequently to Canada. Delivery typically takes 6-15 working days, depending on your country.
Canadian orders are shipped via US Postal Service, Priority International. Shipments to U.S. Territories are sent via US Postal Service. All other international shipments are shipped best-way, which is most commonly US Postal Service. Some products are too large to be shipped to certain countries. If you order any of these items, we will contact you to explain, cancel the order and will issue a full refund.
The Thunderhawk Performance website adds estimated shipping charges to Canadian and international orders. This is usually very accurate, but occasionally Thunderhawk Performance, Inc. will need to contact international customers to arrange for additional payment if shipping costs drastically exceed the amount charged through the website during check-out. If you choose to cancel an order due to the extra shipping cost, Thunderhawk Performance will cancel the order and refund your payment in full.
Customs fees and any taxes or duties charged by the customer's country of residence are not included in the amount charged by Thunderhawk Performance, Inc. These fees must be paid upon receipt of the package by the customer.
BACKORDERS
Our order fill rate exceeds 96%, but occasionally we may be temporarily out of stock on an item that you have ordered. You will be notified by e-mail of any back-orders after we have received your order and we have checked our inventory to verify that the product is out-of-stock in our warehouse.
For back-orders that include multiple items, the complete order will be held and all items will be shipped together when the back-ordered item is available to ship. If you would prefer that we make a partial shipment of the in-stock items and then ship the back-ordered item later, please reply to the back-order notification e-mail and ask for a partial shipment.
RETURNS
To avoid costly returns, please contact us with any questions before you place your order.
Should you have a problem with an order, please contact us immediately. We will do our best to identify the cause of the problem and help you to correct it.
Damaged Items - When you receive your order, open the carton and inspect the contents. If the outside of the box was damaged during shipment, document this damage and contact the carrier to file a claim for any damage to the contents.
Manufacturing Defects - We will gladly accept returns for merchandise that is defective upon receipt. Please document the problem (a couple pictures is usually sufficient) and notify us by phone or email immediately so that we can determine the cause of the problem. If we determine that there is a problem with our part, we will provide an RGA number & instructions to return that item and we will process your order for replacement. If using email, please include your name, day-time phone number, order number, product name, a detailed description of the problem you have encountered, and photos.
Non-Defective Returns – Return requests for non-defective items are considered on a case-by-case basis. All non-defective items returned for a refund or exchange must be in brand-new, un-installed condition in original un-opened packaging. If, under our sole discretion, an item is accepted for return for any reasons other than manufacturing defect, the item is subject to re-stocking charge of 30%.
Shipping charges are non-refundable, and any discounts offered on the original order in the form of discounted flat rate shipping or free shipping will not be refunded as these discounts represent the shipping costs associated with the original purchase. We cannot accept returns on special-order parts.
For ALL returns, you must obtain a Return Goods Authorization (RGA) number from Thunderhawk Performance before making the return shipment. Returns without an RGA number will be refused and all return shipping charges will be the responsibility of the customer. You can request an RGA number by phone or by e-mail.
After Thunderhawk Performance has given you an RGA number, please mark the RGA number clearly on the outside of the box. Returns must be properly packaged so that we receive your return in un-damaged, saleable condition. Incomplete returns are subject to restocking fees of from 30% to 50%. Return items damaged in shipping cannot be refunded, and you will have to file a claim with your shipper for reimbursement. In cases of major damage or abuse, or if the part has been partially or fully installed, a refund or exchange will not be authorized and the returned part will be scrapped in 30 days unless the customer arranges to pay the shipping charges to have the item shipped back to them. All returns should be shipped pre-paid via UPS or FedEx. Do NOT ship via US Postal Service. We recommend that you insure the returned part for its full value to protect against damage or loss.
Thunderhawk Performance, Inc.
Phone: (216) 965-4800
E-mail: info@thunderhawkperformance.com