Customer Service Information
Customer Service Policies
- Shipping & Delivery
- Free ground shipping is available to all orders over $100.00 to destinations within the 48 United States. These orders will ship by the carrier of Just Suspension's choosing, which may be FedEx, the USPS, or another appropriate service. Orders under $100.00 and those to all other destinations, including Alaska, Hawaii, Puerto Rico, and international orders will be quoted rates for FedEx or UPS Home Delivery or International Economy service. If you require an expedited shipping option, please contact customer service via the Contact Page to check for service availability.
Most orders are shipped within 1-2 business days from our regular inventory. Items which are not available from our regular inventory are procured from the manufacturer's distribution center and shipped in approximately 5-10 business days. Time-in-transit varies by destination, but typically ranges from 1-5 business days within the 48 United States depending on service type. For more detailed information on inventory stock statuses and shipping timeframes, please visit our Smart Shopping guide.
- Privacy & Security
Purchases require your name, billing address, shipping address, email address, phone number, and credit card information. We never exchange email addresses or phone numbers with anyone. They are used only to contact you if there is some question about your order. Our secure handling of credit card information is covered in the security information that follows.
In only one case will the information you provide ever leave Just Suspension. If you purchase from us, we occasionally exchange your name and address with organizations that provide similar products and services. If you do not want to have your name made available to other companies, please contact us by email, and we will flag your account so that the information will never be exchanged.
We fully understand why some of our customers would like to receive less sales and promotion literature through the mail. We recommend the Mail Preference Service offered by the Direct Marketing Association. Their website (www.dmachoice.org) contains full instructions on how to have your name removed from non-profit and commercial mailing lists.
- No-Hassle Return Policy
- 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.
- Shipping costs, whether original or return, are always non-refundable.
- Order Cancellations
- Should you need to cancel your order, please call customer service within 6 hours of placing your order. We will make every effort to honor your request, however many items are processed immediately and will not be able to be cancelled. Your customer service rep will confirm whether your order was able to be cancelled or not. If we are unable to cancel your order you will still be able to return your items under the No-Hassle return policy.
- Product Exchanges
- We understand that due to the wide variety of vehicle sub-models and options available, ordering the correct parts for your car can sometimes be a challenge. We make every effort to provide accurate information so that you can make an informed and correct decision about which parts to order, but we know that mistakes still happen and that's ok. Customers who need to exchange parts they have purchased for different parts may do so according to the following product exchange policy:
- You may exchange any new-in-the-box item for any item of equal or lesser value for up to 3 months from the recorded date of sale.
- All exchanges must be accompanied by an RMA number, available from customer service.
- You are responsible for the return shipping costs of any exchange.
- Shipping costs for the replacement product will be calculated according to the same rules as a new sale (ie items over $100.00 to destinations within the 48 states qualify for free shipping).
- In the event your replacement product is of lesser value than the originally-purchased product, a cash refund is only available for up to 30 days from the original recorded date of delivery. Exchanges for items of lesser value processed more than 30 days after the original recorded date of delivery are eligible for store credit only in the amount of the difference between the original and replacement items.
- Orders may be placed on our website with confidence - your credit card data is not stored on our server and it is protected by powerful Secure Socket Layer (SSL) encryption during the checkout process.
- Payment, Pricing & Promotions
- Just Suspension accepts Visa, Master Card, Discover, American Express, and PayPal. Payment must be made at the time of purchase and you will receive a confirmation email as record of your purchase. Promotions are regularly available through the Just Suspension online store, typically redeemed by entering a coupon code in the appropriate field on the shopping cart page. We encourage all our customers to Like our Facebook Page for immediate access to a fans-only coupon code which may be redeemed for special savings on your order. Other coupon codes can be easily found by searching the internet.
- Viewing Orders
- Just Suspension offers you the choice to checkout as a Guest or to create a customer account. Those who create a customer account will have the ability to log-in to the site and view their order progress as well as track their package after shipment.