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ORDER STATUS and
GENERAL INFORMATION
HELP US OUT!!!
We have
determined that 5% of our phone calls take up 90% of our time. While we
really enjoy talking to our customers, allot of these call are regarding
order status in which calls the information we take the time to get for the
customer, the customer already has, but did not look for. So help us
out. Before you call for order status please check your email, including spam/junk
email folders for updated information. We do not charge your card until your order ships*, so you can see it is also in
our best interest to ship your order as quickly as possible. By helping us
out, we can spend more time getting orders (possibly yours!) packed up and
shipped and spend more time answering informational questions. We thank you for
your business.
HAS MY ORDER SHIPPED?
Every effort
is made to ship your product as soon as possible. Please keep in mind
each order must be processed, inputted, sorted, invoiced, packaged,
boxed, labeled, shipped and finally billed. So we're working quickly to
get this done. We do not charge your credit card until your order has
shipped (unless previous agreements have been made on special orders).
We try to ship most items within 48 hrs of order date (business days
only).
Certain items (such as seats and performance parts)
may take longer to
ship during certain times of the year. On seats in particular, we
can only give estimated time frames because we are constantly waiting on
seat cores to be return. For example: if you are the 5th seat on the
list to do, we may estimate your seat should ship within that week. If
you are the 20th, it could be longer, BUT it is quite possible for 15
seat cores to show up the very next day. That scenario would
significantly affect the shipment day. Remember every effort is
being made to process your order efficiently.
HOW LONG DOES SHIPPING TAKE?
Please check our
UPS shipping map
for more information on approximate shipping within the US. Times shown on
that page indicate shipping time once the order has left our facility.
International times will vary based on location.
CAN I SCHEDULE AN ARRIVE DATE?
If you need to plan for the arrival date of your
parts, please call us before you place the order to verify stock
on items and shipping availability. Please do not call us to tell us you
have already scheduled time with your dealer to have the parts installed
or that your going on a vacation, a show, etc after you placed the
order. If you choose to do so, it is at your own discretion. There are
many possible reasons, beyond our control, an order can be held up or
delayed. We will not be responsible for missed service times,
storage fees etc. Remember, we want to fill your order an ship it as
quickly as possible. If you need to schedule an arrival time,
please call us, we will do our best to help out.
HOW CAN I TRACK MY ORDER?
When you placed
your order, (if you provided a correct e-mail address) you
received and "order confirmation" e-mail. You will receive
another e-mail from the shipping company with your tracking confirmation
number once the order ships. You can use this number to track the shipment right to your door.
If the order is shipping within the US the e-mail will generally come
from "UPS Quantum View" (not from Pacific Coast Star). You can track the
package by using the link provided in that e-mail.
BACKORDERS?
Some items may be on backorder
at the manufacturer level, we cannot control this. We attempt to keep most items
in stock, but occasionally an item is not. So additional time may be needed to
ship your order. When calling about backorder information, we can only relay to
you the information that is provided to us. Please call us before you order if you are concerned if a
product is in stock or not. Backordered parts take priority when they
arrive and will ship as quickly as we receive them.
MY ORDER IS MISSING PARTS.
Don't
be alarmed. We ship items from separate warehouses. So items may arrive
in different shipments. In most cases separate shipments will produce
separate tracking emails. Check for additional emails to see if there
are additional shipments.
WHAT IF I NEED ADDITIONAL HELP?
If after reading the information
above you still cannot find your answer, below is our order status
information number. Please be sure to check the time zone for your area when calling.
Business Hours
Pacific Time Zone
Mon-Tues / Thu-Fri 9:00am - 5:00pm
Wednesday 9:00am - 1:00pm |
Mountain
Time Zone
Mon-Tues / Thu-Fri
10:00am - 6:00pm
Wednesday 10:00am - 2:00pm |
Central Time Zone
Mon-Tues / Thu-Fri 11:00am - 7:00pm
Wednesday 11:00am - 3:00pm |
Eastern Time Zone
Mon-Tues / Thu-Fri Noon - 8:00pm
Wednesday Noon - 4:00pm |
(509) 466-3410
Due to occasional heavy
phone traffic, at times it may be difficult to get through. If you do
not get through, we recommend waiting about 10 minutes and calling back.
We are committed to spending as much time as needed to answer any questions
with the customers we are currently assisting. If you would like us to
call you, please click "CALL ME" above and one of our specialists will call you
during normal business hours when they become available.
Information regarding Seat purchases:
Our concern is that the cost of a quality aftermarket seat is
unreasonable for most riders. So, from the day we began building seats, we dedicated ourselves to keeping the price of our seats
very affordable. This means we continually get a very large number of orders
which can affect the lead time in delivery. The overwhelming majority of our customers understand the wait may be longer than desired, but accept that due to our price and quality.
Due to the high volume of seats we produce, we do not commit to a
solid deadline or entertain complaints about lead times. Lead times are
directly affected by the speed and efficiency of seat cores being returned by
our customers. Please be assured that no charge will be placed on your card until
your seat has shipped. If you call us we will do our best to keep you updated with
estimated times regarding your shipping status. If the seat is outside of your desired time frame, we will
understand if you want to cancel your order, but rest assured more than 95% of our customers
who have purchased our seats now realize it was well worth the wait. We could of course,
in attempt to reduce the delivery time, raise our prices significantly to slow down the number of orders. But as a company we have deliberately chosen not to.
We thank you for your understanding.
*except in the cases of custom orders or when
you (the customer) request that we charge the card before shipping. Your credit
card company places an authorization on the card immediately when you place the
order, but we do not take the funds until the order ships from our facility. We
have no control over Credit Card company authorizations, and the amount of time
the authorizations show on your account.
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