Policies and Privacy Notices
CREDIT CARD ORDERS
All orders are handled through a secure link for payment. RED ROCK OFFROAD accepts American Express, Discover, MasterCard and Visa credit cards as payment on all orders, worldwide. When using your credit card, you must provide your credit card billing address, if different from the shipping address and daytime/evening phone numbers. If the billing address does not match that which is on file at the financial institution or if authorization is not given for any reason, we reserve the right to cancel the order without notification. We cannot work out credit card problems with the financial institution; you must settle problems with them and reorder once the problem is resolved. Any credit card order placed over the phone, will require a customer specific identification number at the time of purchase. This is a personal number that will serve as the customers authorized signature and validation of the charge.
We do not send or accept COD (collect on delivery) orders of any kind.
PERSONAL CHECK POLICY
We do accept personal or business checks for payment on orders and as deposits for for to be completed. Once check is received and has been verified by, and cleared our bank, usually taking 5-10 work days, we will either begin work on your project or begin assembling your order. To ensure that your order is shipped as quickly as possible, please use a credit card, certified bank check or money order. Checks will not be accepted for payment on completed projects. Customers whose checks are returned to us because of non-sufficient funds will be charged $45.00 for handling in addition to the amount of the check. If it becomes necessary for us to use an attorney or collection agency, you will be responsible for all collection fees.
Any credits left on your account with us can be used toward a future order. At your request, we will issue a refund for any ‘outstanding credit’ on your account for any reason. We will credit your credit card account used on the original order. You must provide the credit card number at the time of credit as we do not keep credit cards on file. Any credit not redeemed or refunded within a one-year period will be assessed a service charge fee. Any outstanding balance due will be added to your next order. We do not assume any responsibility for bank fees incurred on your end because of using a Debit Card or Credit Card for your purchases and/or return credit.
Most orders are shipped to the contiguous 48 states by conventional means [UPS, USPS or Federal Express] via commercial ground, or Ground Home delivery. Some shipping quotes given online are not necessarily accurate and may need to be recalculated manually. This most commonly occurs for orders shipped to Alaska, Hawaii, APO/FPO addresses, freight shipments or international. We will always contact you PRIOR to shipping your order, with the correct shipping cost, and your authorization to run any additional charges. Signature upon delivery will always be required for orders over $500 in value. Some of our products may be considered oversized, overweight, or need some type of special handling. In these instances, our delivery agent will contact you to confirm shipping costs and schedule delivery.
We backorder out-of-stock merchandise whenever possible, unless you specify that you do not want an item backordered. Certain sale merchandise, products with uncertain availability, items priced under $10.00, closeout and discontinued items may not be backordered. We will not charge you shipping again for shipment of any backorders that were placed with the original order. Any added product AFTER your order is placed with us, will incur additional shipping charges. We will not backorder any items included on an international order, the order will be held until it can ship in its entirety. We will notify you if this is the case. You may cancel your backorders at any time up to ship date.
Red Rock Off Road will ship to anywhere in the world with a handful of exceptions. Please use your credit card or a bank wire for quickest method of payment. For international orders, it is highly recommended that you either please call, email or fax our office and our sales department will process your order personally. Under no circumstances will we falsify invoices, shipping documents or labels. The customer will be responsible for ALL duty, taxes, tariffs, shipping, currency conversion, wire fees, or ANY other import charges that may be imposed upon entry into your country. All prices are in U.S. dollars. All orders shipped to an APO address, will be shipped by USPS Priority Insured mail.
Red Rock Off Road is obligated to comply with all rules and regulations governing commercial shipping. Due to this, we are not able to ship flammable items such as fuel or batteries.
Contact us immediately if you feel you need to return merchandise. Please call our customer service line at 734-992-3522, or email at email@example.com. Oftentimes, our expert staff will be able to answer your questions, or address your needs so that a return is not necessary. If it is determined you must return or exchange a product, complete a Return Authorization request for a RMA number. NO RETURNS WILL BE ACCEPTED WITHOUT AN RMA NUMBER. NO REFUNDS or CREDITS WILL BE ISSUED PRIOR TO RED ROCK RECEIVING YOUR COMPLETE RETURNED ORDER. NO REFUNDS OR RETURNS ON ELECTRONIC ITEMS. NO REFUNDS ON CUSTOM ORDERED PARTS OR KITS. If you have trouble downloading the RA request form, just contact customer service dept. at 734-992-3522 and one will be issued to you. We will only accept merchandise for return that was purchased from Red Rock Off Road within 90 days of the receipt date. No returns will be accepted beyond 90 days. The product must be in new, unused condition. Once you receive your RMA number, . You can return or exchanged any new ‘unused’ or ‘un-installed’ product at our locations in Phoenix AZ or Wyandotte, MI, OR ship the authorized items back to Red Rock Offroad. We recommend use sufficient packaging material, enclose a copy of your original invoice, with RMA# noted on it, and reason for return. Write your RMA number on the outside of the box in large clear lettering, and return to:
RED ROCK OFFROAD & PERFORMANCE
3326 E TURQUOISE AVE
PHOENIX, AZ 85028
All hardware, brackets, etc. must be returned in their entirety. Return shipping will be at the customers expense. You must ensure product is very securely packaged and insured to cover full replacement value. Red Rock is not held responsible for any damage that may occur to your shipment during return transit. Any scratches, mounting, bending, drilling, cutting, installing or discarding of product or packaging materials constitutes used merchandise and will not be accepted or refunded. We do not accept returns via COD or billed to Red Rock Off Road in any way.
Some parts are not returnable, including (but not limited to) wheels, tires that have been mounted or installed, electrical items, wiring harnesses, special orders, and any/or all closeout items.
All returns that are authorized by Red Rock Offroad that are received as part of a ‘free shipping’ campaign, will be credited for the amount of the returned parts less actual outbound shipping charges paid by us and any restocking fee that may apply. Our standard restocking fee for new, unused, resale able condition is 25% of original purchase price.
If the item you wish to return is inoperable, but has no apparent damage, it is considered defective. The instructions on how to handle this type of return will vary, since some manufacturers insist on handling defects directly. Defective merchandise may be returned to us if it is in new and unused condition. Defective merchandise which has already been used should be returned directly to the manufacturer.
Manufacturer defects found after the product has been used revert to the manufacturer’s warranty (a copy of which can be obtained upon customer request) and they will handle any problems for you directly. If you can determine that a product is defective before using it, we may be able to accept it back for exchange or refund; however, we suggest that you call our Order Assistance 734-992-3522 or email firstname.lastname@example.org before taking any action.
Damaged merchandise includes items that have been damaged in shipping. If a shipment arrives at your door with apparent shipping damage, please refuse the delivery. If you have already accepted delivery and then find shipping damage, please call our Order Assistance line immediately. If possible, do not open the package. Save any packaging material and paperwork; do not throw anything away! Take photos of the damaged packaging/product and contact customer service immediately. If you attempt to return the merchandise yourself, you will jeopardize our chances of making a claim, and you may not receive credit for the return.
QUESTIONS OR CHANGES TO RECENTLY PLACED ORDERS
If you have placed an order with Red Rock Off Road recently and need some information about it or would like to change it in some way, please contact customer service. Please note that since we begin processing your order immediately after receiving it, modifications may not always be possible depending on how much time has already elapsed.
PARENTAL ORDER VERIFICATION
Un-established customers under the age of 18 must have a parent or legal guardian present to verify any order placed by phone before an order will be processed. Also, our phone representatives may limit the length of inquiry calls.
LIMITS OF RESPONSIBILITY
We accept no responsibility for damage caused to your vehicle due to crash, rollover, misuse, theft, fire, and/or product loss, etc. In most cases, it is difficult or impossible to determine whether damage was due to equipment failure or driver error. Also, we cannot be held responsible for any components purchased from other suppliers that are incorporated into/onto Red Rock Offroad parts, packages, or repair failures that are made to Red Rock Offroad parts that are not completed by our own Motorsports service center. Placing an order with or through Red Rock Offroad, either online in any manner or in person, or having Red Rock Offroad install any part on your vehicle, shall serve as awareness and acceptance of these Limits of Responsibilty and waive any claims against Red Rock Offroad Inc, Red Rock Industries Inc, Red Rock Manufacturing and/or any member of their respective staff or family members herein.
PRICE AND/OR DESCRIPTION CHANGES
All prices, pictures and descriptions on this site, or any other site owned and managed by Red Rock Off Road are subject to change. We do our very best to ensure that all pricing information on our website is accurate, however mistakes are occasionally made. Red Rock Off Road maintains no responsibility for errors made in product pricing, descriptions, specifications. Please contact us within 30 days regarding any price or promotion discrepancies.
Red Rock Offroad’s Headquarters are located in Taylor, MI, U.S.A. We welcome visitors and would encourage you to come by for a tour of our manufacturing, and Motorsports facilities. Contact us in advance if you anticipate arriving on a weekend or after normal business hours and we may be able to accommodate your schedule.
Red Rock Off Road is dedicated to providing you a safe and satisfying online experience. Your privacy is important to us. Any information we gather about you is only to be used by authorized personnel to enable us to better serve you. Your private information will never be released or sold to any outside company or agency, EVER.
WEB SITE SECURITY
Red Rock Off Road has the latest available security measures in place to protect the loss or potential misuse of information received from you. These privacy policies are periodically reviewed and enhanced as needed, and only authorized individuals have access to information provided by our customers. We employ the latest technology to encrypt this data before it is sent over the internet or our internal network.
If you did not receive, or have misplaced your instructions, feel free to contact our customer service department to request a replacement set of instructions. As many of our parts are designed for the DIY Fabricator, many parts do not come with ‘specific’ instructions. We also have a Red Rock Offroad YouTube channel https://www.youtube.com/user/redrocknation at your disposal that will walk you through the installation process on many of our products.