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Frequently Asked Questions (FAQ) - "Policies and Procedures"


What are the steps involved in processing and shipping an order?

Orders can take between 1-3 business days (excludes weekends and holidays) to process. Processing an order involves pricing, packing, and getting the order ready for shipment. Once the order is picked up by the courier, it is considered as "shipped". Once an order is shipped, it can take an additional 1-9 business days (excludes weekends and holidays) for delivery. The amount of additional time for delivery will depend on the method of shipping selected. Once an order ships, an email with tracking information will be sent to you automatically. 

Can I cancel or make changes to an order?

No, once an order is placed, we are unable to cancel your order or make any changes. Please make sure all information is correct before placing your order. 

Do you offer any discount or promotions? 

We offer discounts during promotions only. The best way to stay informed on sales and promotions is to follow us on Social Media or by signing up for the online news letter. 

How can I request tracking information for my order?

Once an order ships, an email with the tracking information willbe sent automatically. If you have not received your tracking update, please contact Customer Service so we can review your order status on your behalf. 

What do I do if my order arrives damaged?

Please Contact Customer Service to request assistance. Any item/s that arrives damaged will need to be reported within ten days of delivery. We may request pictures in order to file a damage claim on your behalf. Example: a picture of the box and/or damaged item/s. 

What do I do if I am missing an item/s from my order?

Please contact Customer Service to request assitance. Any item/s that is missing will need to be reported within ten days of delivery.  

What do I do if I did not receive my order? 

In the event you did not receive your order or if the tracking information states "delivered" and you have not received the order, please contact Customer Service to request assitance. We may request the completion of an affidavit statement in order to file a missing order claim on your behalf. 

I purchased Chemical Guys products from a third party site/store, can you still help me?  

If the item/s was purchased within the last 30 days, we suggest referring to the site/store in which the item/s were purchased as they are the "seller of record". 

Do you offer "will call" or "pick up" ? 

We do not offer will call or pick up on any order/s placed on our website. If you are looking to make a purchase in person, please visit one of our Detail Garage stores. Click here to find a location near you. 

If I bought something from Chemical Guys website, can I return it at a local Detail Garage store? 

No, purchases from our online site and Detail Garage stores are considered separate. Any item/s purchased at a Detail Garage store will need to be addressed with that particular store direclty.