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Frequently Asked Questions about Ordering

We created this page to provide you with the answers to just about any conceivable question that you may have when it comes to ordering options. If you do not see an answer listed here, please do not hesitate to email us or call us at 1-888-280-7799.

What type of payments do you accept?
How long will it take me to receive my order?
What if my order includes several items with different delivery availabilities?
When will my order be billed to my credit card?
What sales taxes need to be collected?

Order Acceptance Policy
What about backordered items?
Can I will call my order?
What exactly does it mean when a part comes from an OEM supplier?
Questions, problems, suggestions?

What type of payments do you accept?

To serve you better, we currently accept many different types of payments. We accept American Express, Discover, MasterCard and Visa credit and debit cards. We also accept PayPal for orders. If you choose to pay via PayPal, then simply click the link at the top of the page following the checkout process. If you have ordered from us in the past, there is no need to disclose your credit card information again - we will pull it from our encrypted archives and add it to your order. This minimizes the amount of time that your credit card information is available and transmitted through the Internet, and eliminates the chances of any hacker interception. There are no additional or hidden fees associated with using your credit card.

For additional security, you may wish to fax or phone in your order. We can be reached toll-free from the United States and Canada at 1-888-280-7799, or 1-310-626-8765 for International customers. Our fax number is 1-310-626-8764. We also have our fax machine connected to the Internet. If you wish to send a a fax to us via the Internet, you may do so by using our fax machine as a remote printer using the Internet Printing Protocol (IPP). The address for our Internet printer is http://printer.pelicanparts.net

Everyone pays for credit card fraud in the form of higher prices. In an effort to reduce credit card theft, we have instituted some guidelines and restrictions on first-time customers. If you live within the United States, first-time customers with orders over $200 must have them shipped to the billing address on the credit card. Alternatively, you can fax us a copy of your credit card (proof that you have it in your possession), or you can call your credit card bank and have them add your shipping address to a list of approved addresses for your credit card.

International customers will be asked to submit a photocopy of their credit card along with a copy of a photo ID. In addition, large orders from first-time customers may require you to send us a bank transfer in lieu of paying by credit card. Again, this is to protect us from rampant International credit card fraud, for which there is little or no recourse.

How long will it take for me to receive my order?

Each item that you place in your shopping cart will have an expected shipment time associated with it. Most items are available and in stock, however, some may need to be special ordered or custom manufactured. Items like car covers and floormats are individually custom made to your exact specifications and thus require some time before they can be shipped. This shipment timeframe will be indicated in the shopping cart as shown below:

Item ID Item Name Price Quantity Total

CVC2-AC2300-G98

StormShield - Grey TYPE-R (2001 ACURA INTEGRA)
   - This part typically takes about three weeks to ship.
   - This part may be shipped directly from the manufacturer.
   - This item is special order or custom-made and is non-returnable except for warranty replacement.
$185.84 1 $185.84

To determine when you will receive your order, you need to consider the availability of the items you are ordering as well as the desired shipping option you select. Here's the equation we use:  Item Availability + Shipping Time = Total Delivery Time

For example, if you live on the East Coast and order a poster that takes about one week to ship, you will receive your item in about 13 days if you have selected UPS ground delivery. Your total delivery time will be 7 days (the time it takes this item to ship) + 5-7 days (the time it takes ground packages to reach the East Coast). So you can expect to receive your item approximately 12-14 days after you have placed your order. Typically, the item will arrive many days before the estimated arrival time.

What if my order includes several items with different delivery availabilities?

During the checkout process, you have the option to ship all your items at once, or have them shipped when they become available. If items are shipped separately, then each package will incur a delivery charge based on the weight of that individual package. You also have the option to ship your items so that you will receive them by a specific date. Checking this box and entering a 'need-by date' on the checkout page of the shopping cart means that your order will be expedited - additional shipping charges typically apply.

When will my order be billed to my credit card?

We only charge your credit card after your order has been shipped. We do however perform an authorization on your card at the time we receive your order. This authorization is not a charge, but simply a check to make sure that the card is valid and there are enough funds available for us to process the order. Different banks handle the receipt of this authorization differently - some will allocate part of your credit line or some of your funds (if using a debit card) in anticipation of the upcoming actual charge from Pelican. The only exception to this rule is when your order contains one or more parts that are custom made or shipped to you directly from our supplier. In this case, your card is charged immediately prior to shipment from our supplier, or immediately before work begins on your custom product.

What sales taxes need to be collected?

Pelican Parts will automatically charge and collect sales tax for orders delivered to addresses within the State of California. The tax rate will be charged at the current local rate of our headquarters located in Harbor City. Each customer shall be responsible for paying any use taxes due for products shipped to any other state. Please contact our Sales Department via telephone if you have a California Resale license and wish to purchase products for tax-exempt resale.

Order Acceptance Policy

Your receipt of an electronic order confirmation does not automatically signify our acceptance of your order. Pelican Parts Inc., reserves the right to decline your order for any reason. We also reserve the right to remove items from your order that are temporarily unavailable for any reason. Orders greater than $500 may require additional forms of identification and verification prior to shipment. All International orders are subject to verification of the identity of the cardholder. Such verification procedures may involve faxing additional proof of ID (passport, driver's license) prior to the shipment of a particular order.

What about backordered items?

Occasionally, a particular item may be temporarily out of stock. Backordered items are typically shipped out when they are received within our warehouse. Backorders over 2 months old will prompt a call or email from our Customer Support Department to confirm that you still wish to receive the item. Regular shipping charges apply to all backordered items.

Can I will call my order?

 Yes, but our will call policy has undergone some recent changes. Due to an increased number of customers, we have had difficulty keeping sales guys on the phone. Although we enjoy meeting our customers in person, each will-call / walk-in order often takes up to five times the length of time as a phone order. Our resources at this time cannot support a full-time showroom. As such, we have made some changes to help streamline our will-call process, please take a moment to read them:

  • All will-call orders must be placed 48 hours in advance.

  • All will-call orders must be paid for in advance.

  • We will no longer accept cash or check payments.

  • Our staff will no longer be able to take orders or modify orders at the will-call desk.

  • All returned items will need to be accompanied by an invoice and they will be processed in the order they are received.

Will-Call Hours: Monday thru Saturday 9AM-4PM. Orders must be placed 48 hours in advance.

These important changes will allow our Sales and Customer Support staff to service all of our customers more efficiently.

What exactly does it mean when a part comes from an OEM supplier?

When BMW first designs and builds a car, it subcontracts out with many different suppliers (most of whom are German companies) to supply parts for the car. For example, Behr is an original equipment supplier to BMW, and the new BMWs that left the factory often had Behr radiators in them (Behr is also an OEM supplier for Porsche). With today's global economy, a lot of these OEM suppliers are manufacturing parts for the cars all over the world - both for the aftermarket (like the parts that we sell), and for the original cars themselves. Bosch, for example, has shifted a large portion of its manufacturing to Asia in an attempt to reduce the costs associated with the high cost of German labor. In many cases, it may not be possible to get a particular part manufactured in Germany, because so much of the production of the "German" cars and parts is done outside of Germany.

Pelican prides itself in selling only OEM quality replacement parts. These parts are manufactured by the same suppliers to BMW and Porsche and are direct replacements to the ones offered by the BMW dealers. In almost all of the cases, the part that you would receive if you bought it from a BMW dealership, would be the same part that we are offering. The only difference is that the dealer delivers these parts in a BMW box, and at up to 3-5 times the cost of the OEM part. Unfortunately, the odds are that if you went into the BMW dealership and bought the same parts that came in BMW boxes, they would be 3-5 times more expensive, and would also be made in Italy, and South Africa.

Questions, problems, suggestions?

If you have any problems with your order, please don't hesitate to contact out Customer Support Department Monday thru Friday 8AM-5PM Pacific Standard time.

 

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Page last updated: Wednesday, November 30, 2016 at 23:05:05