Frequently Asked Questions
Order and Cancellation FAQs
Q: What are my options for payment?
A: We accept financing through our financing partners and all major credit cards.
Q: Will I get confirmation that my order was received?
A: Yes, you will receive an automatic email confirmation the next moment after you place the order. If you did not receive the email please reach out to us.
Q: When will I receive my tracking information?
A: After you place your order we look over your order, review your verification details and if all is good then we process the order. When your item is scheduled for shipment we receive the tracking number from the carrier and send it to you. Usually, it takes 1-4 business days.
Q: Order Cancellations
A: Black Patch Performance reserves the right to cancel any order for any reason.
You can cancel the order as long as the part has not been pulled for shipping or is in transit. Orders that have been pulled for shipping or that have already left the warehouse can’t be canceled. Please note that all processed orders and canceled orders are subject to an automatic 3% card fee. This fee is non-refundable.
Q: Can I change or cancel my order after it’s been placed?
A: You need to inform us immediately as changes or cancellations might not be possible once the order has been processed for shipment. If the order has already been shipped, standard return policies and fees apply.
Q: What happens if I refuse delivery of a shipment?
A: If you refuse a shipment that is not damaged or incorrect, you are responsible for all original and return shipping costs, restocking fees, and card fees.
Miscellaneous FAQs
Q: Why are some of your prices lower than other competitors?
A: As a small business, we do not have large operation expenses like the big superstores do. We work hard to get our customers the best prices.
Q: What is the In-Stock Guarantee?
A: We guarantee that all items displayed as available on our website are in stock. If you place an order and the item turns out to be unavailable, we will provide a full refund and a complimentary gift card as compensation.
Q: How does the FREE Priority Processing work?
A: To expedite your order efficiently, we offer free priority processing. This service requires you to fill out and sign a form confirming the details of your order, ensuring everything is correct before shipment.
Q: What does FREE Shipping Protection include?
A: Our free shipping protection covers your order against shipping mishaps. You will need to sign a form agreeing to provide photographs and notify us of any delivery issues within 72 hours to qualify for this protection.
Q: What is covered under the 100% Risk-Free Guarantee?
A: Our 100% risk-free guarantee covers you for losses due to carrier mishaps, backorders, or stocking errors. Shop with confidence knowing that we aim to provide the best customer experience, especially when dealing with large and expensive automotive parts.
Q: How can I ensure the parts I order will fit my vehicle?
A: We offer a free courtesy fitment double-check to ensure compatibility. Please submit a photograph of your vehicle and all relevant information, and we will check the manufacturers fitment of the parts before shipping.
Q: What should I do if I receive a part that doesn't fit my vehicle despite the fitment check?
A: If you encounter a fitment issue after receiving a part that was confirmed during our double-check, please contact us immediately. We will review the situation and provide a suitable resolution.
Q: Fitment
A: All aftermarket parts are designed to fit on stock, non modified trucks. If your vehicle is modified, then fitment may vary. Please note fitment data on the product page of the parts you are ordering for special notes.
Q: How are warranty claims handled?
A: Warranty claims should be directed to the manufacturer as they handle these issues directly with the customer.
General Shipping FAQs
Q: Are there any shipping exclusions I should be aware of?
A: Yes, shipping is limited to the lower 48 states in the US, and products shipped directly from the manufacturer may face delays.
Q: What should I do if my shipment is missing?
A: Contact the carrier for an update first. If the issue persists, contact us for further investigation.
Q: What do I need to do when receiving a freight shipment?
A: It's your responsibility to schedule and accept delivery, meet the carrier to assist with unloading, and communicate any special instructions to anyone else receiving the shipment on your behalf. If you are unable to accept the package or schedule a delivery appointment, you are responsible for any storage fees and/or return fees.
Q: What is expedited freight shipping?
A: Expedited freight shipping is available for larger or bulkier items at an additional cost for faster shipping. The estimated shipping time frame is 3-7 business days, not including order processing times.
Q: What happens if my expedited shipment is delayed due to the carrier's fault?
A: If the delay is solely due to the carrier’s fault and you provide documented evidence, you may be eligible for a refund of the difference between expedited and standard shipping costs, assuming the item is received in satisfactory condition.
Q: How do I file a claim for a missing item?
A: If an item is missing from your delivery, notate this on the delivery documents and contact us immediately. Do not sign the freight documents without recording the missing items.
Q: What additional fees might I incur with my shipment?
A: Special requests like address corrections, liftgate services, or storage fees may incur additional costs and fees. If you miss a scheduled delivery appointment, redelivery fees or return shipping fees may apply.
Return Policy FAQs
Q: Are there any items that cannot be returned?
A: Yes, installed, modified, or used items, as well as wheel and tire packages, Ranch Hand Bumpers, American Force wheels and certain other specified items, are not eligible for return.
Q: How do I initiate a return?
A: Returns must be initiated by emailing us directly with your order number, contact information, reason for the return, and proof of any issues within 30 days of purchase.
Q: What are the conditions for returning an item?
A: We must accept your item return request before an item can get sent back to the warehouse. Items must be returned in original condition with all parts and packaging, and received back at the warehouse within 45 days from date purchase. Repackage the item in its original packaging, attach the return label provided for defective or incorrect items, and coordinate with the carrier for pickup. Freight items must be in original packaging and strapped to a pallet. Restocking fees of 10-25% will apply. Track your return and provide us with the tracking number to avoid delays in processing your refund.
Q: Can I return a product if it’s defective or incorrect?
A: If you receive a defective or incorrect item, contact us immediately with any proof of the issue. For all other returns, you are responsible for return shipping costs.
Q: What if I find damage upon receiving my shipment?
A: Immediately inspect your item upon delivery. DO NOT INSTALL THE ITEM. If there is damage, notate it with the carrier and take a lot of pictures as evidence. Do not refuse delivery, as this may complicate the resolution process. Accept the shipment, note any damages or discrepancies on the delivery documents, and contact us immediately. Keeping the product and its original packaging allows us to determine the best course of action more efficiently.
Q: What should I do if I discover concealed damage after accepting delivery?
A: Report concealed damages by providing pictures of the damaged packaging and item. However, if the damage was visible and the package was accepted, your claim for this damage may be denied.
Q: What are the financial responsibilities if I refuse a delivery?
A: If you refuse a delivery of an undamaged and correct item, you are responsible for the original shipping costs, return shipping fees, storage fees, restocking fees, and any card transaction fees.
How can we help you?
Policies
FAQs
Order/Shipping Issues
Finance/Lease-to-Own
Tracking/Delivery Info
Product Warranty
Return/Exchange
Something Else
Who are we?
Black Patch Performance is a family run American owned business. Our hands are dirty because we share the same passion as our customers, tricking out our rides with the coolest wheels, tires, bumpers, lift kits, and other accessories! Even though it can be a love/hate relationship, our trucks are a reflection of us and we pride ourselves on our rides.
Small Business
Family Owned
American Values (We aren't snowflakes)
Ready to transform your truck?
Click Here
Get In Touch
We are here to help!
Online Service Hours
Mon-Fri, 10:30-5:30 EST
Sat & Sun, CLOSED
Store Address
510 West 28th Street
Buena Vista VA, 24416
In Store Hours
Store not open to public
