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FAQ/Contact Us

Got a question for us? Take a quick look at the answers to our most frequently asked questions first!

  • It's funny how often we get this question. The short answer is that lots of auto parts companies out there waste a lot of money on things that don't really help you as the customer. We choose to forego the luxury corporate retreats so you can buy the dealer-quality parts you really want at prices you can really afford.

  • No. Everything for sale on Just Suspension is brand-new. Never used, never installed, never refurbished. Our parts are shipped in the manufacturer's original packaging so you know everything is brand new.

  • We love all kinds of cars here at Just Suspension, but we're only really equipped to answer questions about standard applications.

  • When an order has been successfully placed, our website will display an order confirmation page which tells you your order number, and you'll also be sent an order confirmation email with all the details of your purchase. If you do not see the order confirmation page after checkout and if you do not receive an order confirmation email, the first thing to do is check your spam box in case the email was directed there. If there's nothing in spam, check your credit card to see if any charges were placed. If not, you may re-attempt your order online. If charges were captured, please contact customer service using the form below and we'll help you get everything sorted out.

  • Actually, no. We've been in business over 30 years and in that time we have found that we can serve more customers faster through email-based customer service than we can by phone. Email-based customer service is also superior because it maintains a written record of all inquiries for both parties. So if you have a question, a concern, or maybe even a good joke, use the contact form below to send us an email and you can be sure we'll respond with an answer, a resolution, or maybe even an LOL.

  • The good news is that we respond to all of the emails… that we actually receive. If your email was successfully received, you'll get a prompt email confirmation receipt right back to let you know we did receive your message and will respond. If you do not receive one of these automated (yet deceptively charming) confirmations, then we recommend the usual steps to tame wild email gremlins (ie please whitelist our email address, double-check your spam/junk mail box—we're looking at you, AOL users), and send us another message. Reward yourself with a happy dance when the confirmation email appears.

  • Hey, that was two questions! Ah, it's ok. Once an order is received, allocated to you, and paid for, the order will show its status as "Processing." This is one of our normal order statuses that means your order is now in the shipping process and being handled by our warehouse or distribution center staff. Some items are factory direct, and you will see your order stay in processing status for 2-3 days while that item is in transit from the factory to the shipping terminals. Orders received late on Fridays will show processing status all weekend, even when they have already been packed, since the shipping companies do not pick up items on Saturday or Sunday. Once the packages are picked up by the shipping company a tracking email will be sent to you with the tracking number.

  • If you created an account when checking out from KYBoutlet.com (smart choice!), your tracking number will be posted to your account as soon as it is available. Whether you created an account or not, all customers will receive a shipment confirmation email which includes the tracking number.

  • So you ordered 15 different components but Todd the UPS guy only dropped off 2 boxes on your front porch, and you're absolutely certain you haven't received everything you ordered. Before you reach out to us, please open your boxes and unpack them completely. In order to save you money and make sure Todd's bosses aren't hosting champagne brunches for their Maserati polo club pals, we make every effort to master-pack your parts as densely as possible. By reducing the number of packages required to ship your order, the shipment is at lower risk for partial loss in transit and the items themselves are more snug and insulated. That being said, there are occasions where items from the same order are shipped separately for one reason or another, so if you've unpacked your boxes, don't see everything from your order, and haven't previously discussed the partial shipment with customer service, feel free to reach out to us. Oh, and tell Todd we said hi the next time you see him.

  • Returning parts you don't need or don't want shouldn't be difficult. That's why we have a very simple return policy which is easy to use and easy to understand:

    • » You may return any new-in-the-box item for any reason for up to 30 days from the recorded date of delivery.
    • » All returns must be accompanied by an RMA number, available from customer service.
    • » Items which are returned as a result of delivery refusal or without an RMA number are eligible for store credit only.
    • » Some items are special order or are shipped factory direct. Such items, if returned, will incur a restocking fee.
    • » Shipping costs, whether original or return, are always non-refundable.

    Easy, right? We thought so.

  • Contact Information

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Location

Address:4723 Mountain Creek Ave. Denver, NC 28037

Email:info@justsuspension.com

 

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