Dear Customer,
Please carefully read through this policy prior to placing any orders on our website. We ask that all visitors be familiar with our shipping policies in place before making any purchases. Frustrations often arise on part of the customer when expectations don't match reality. Our hope in explaining our policy is to set the expectations and to be as transparent as possible with our community.
Order Processing and Order Shipping are NOT the same thing. Order Processing is the space of time between when you place your order and when the order actually ships out. Order Shipping is in reference to the actual in-transit time.
Any ETA's given during checkout are often times correct, but they are not set in stone and may be subject to change. Thus, "Estimated Time Arrival" and not "Definite Time Arrival".
All orders are processed within one business day from when the order was originally placed. After placing an order, you will receive an order confirmation email. This is not the same as a shipping confirmation. Once the order has been shipped, you will receive another notification confirming that your order has shipped.
Please note, some products do not ship directly from our facility. For this reason, we ask our customers to please allow more than one business day for processing and shipping. If you have a time sensitive order and/or questions/concerns, please contact us before placing your order.
Normal business hours are Monday through Friday from 8 AM to 4 PM CST. Any orders placed outside of this time frame will processed on the following business day. i.e. If you place an order on Friday at 5 PM CST, it will not be seen or processed until Monday, no earlier than 8 AM CST.
Please note, at this time certain shipping carriers have disclaimed all shipping ETA guarantees due to a global pandemic. For this reason, we will do our best to advocate on behalf of the customer in the event of an in-transit delay or ETA push-back, but we are not responsible for any delays on part of the shipping carrier themselves.
Orders Under $249: All shipping rates will be calculated and presented in the shipping section during checkout.
Orders Over $249: All orders over $249 qualify for our Free Shipping Program. Some exclusions do apply - International Orders, Hawaii/Puerto Rico Customers, Oversized Packages, etc.
In the event that you do not qualify for our Free Shipping Program but have an order value of $249+, we will do our best to absorb some or most of the shipping cost, but please be prepared to pay towards shipping.
If you prefer to pick your order up locally, we do offer local pickup. Our office is located in Clinton, MS 39056. Please contact us if you're interested in this option and we'll be more than happy to make arrangements.
We offer international shipping to most, if not all countries.
All international orders are subject to shipping costs at the expense of the customer and do not qualify for our Free Shipping Program. In these cases, we try to cover as much of the cost as possible, but if you are placing an order that requires international shipping, please be prepared to pay for the shipping.
Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Two Step Performance is not responsible for these charges if they are applied and are your responsibility as the customer.
Though Hawaii and Puerto Rico are both official US territories, most if not all shipping carriers charge international shipping rates to these locations. If you are requiring shipment to either of these locations, please expect to pay additional shipping costs. These costs may or may not be accurately calculated in the shipping section during checkout. For that reason, we ask that you please contact us prior to placing an order if you have any concerns as to the shipping costs.
For orders $249+, we will do out best to cover as much of the shipping as possible, but please still be prepared to pay something towards shipping.
We regret to inform you that we are no longer offering the FedEx Hold at Location option. We apologize for any inconvenience this may cause you.
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you have any concerns regarding shipping delays, ETA's, etc., please contact us at support@twostepperformance.com with your name and order number, and we will look into it for you.
Please note, we are NOT FedEx. Two Step Performance is NOT responsible for any in-transit delays or ETA push backs after the order has already been shipped. We ask that our customers please try to understand that once the package has shipped, it is no longer in our possession and is now in the hands of the shipping carrier.
Some carriers such as FedEx and UPS have limitations around shipping to P.O. Boxes. If you are in need of a P.O. Box Shipment, you will be limited to USPS Priority, FedEx SmartPost and UPS Parcel Select. Please note, these are not premium/expedited shipping options. For all high dollar orders we highly discourage from using these.
In accordance with our Return Policy, all returns and/or cancellations require our direct authorization and may be subject to a shipping cost and/or restocking fee.
Returns are accepted within 60 days of arrival for any non special order parts that have not been installed or used in any way.
Refunds are sent back to the original form of payment and typically reflect to the account within 1-3 business days.
All exchanges are handled on a case-by-case basis. Please contact us if you have any questions in regards to exchanging an order.
In the event that your order arrives damaged in any way, please email us immediately at support@twostepperformance.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will do our best to work towards a satisfactory solution.
Special Orders & Build to Order Items: Please be advised, some Special Order Items and Build to Order purchases may not be eligible for cancellation once the order is processed. For this reason, we ask all of our customers to please be aware of these conditions prior making a purchase of this variety.
If you have any further questions, please don't hesitate to contact us!
