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

 

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

Orders can take between 1-3 business days (excludes weekends and holidays) to process. Processing an order involves picking, packing, and getting the order ready for shipment. Once the order is picked up by the courier, it is considered '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 order ships, an email with tracking information will be sent to you automatically. If you check out as a guest, tracking information will not be available.

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 discounts or promotions? 

We offer discounts during promotions only. The best way to stay informed about sales and promotions is to follow us on Facebook & Instagram and to sign up for our online newsletter. 

How can I track my order?

In order to receive tracking information for your order, you must create an account. Once the order ships, you will be sent an email with the tracking information. If you check out as a guest, tracking information will not be available.

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 assistance. Any item(s) that are 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 assistance. 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) was 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 directly. 

How can I get free shipping?

Any order that totals $49 or more before taxes and after discounts qualifies for free standard flat rate shipping (2-9 business days).

*Please Note: Alaska & Hawaii are excluded from free shipping.

INFORMATION ABOUT SHIPPING

How much does shipping cost??

Any order that totals $49 or more before taxes and after discounts qualifies for free standard flat rate shipping (2-9 business days).

*Please Note: Alaska & Hawaii are excluded from free shipping.

How long does it take to process an order?

Orders can take between 1-3 business days (excludes weekends and holidays) to process and ship. Orders may include multiple packages and can arrive at different times within the delivery window. We are unable to relay delivery instructions to the carrier.

What carriers do you use for delivery?

We use USPS, FedEx, and SmartPost (the combination of FedEx and USPS).

What methods of shipping do you offer?

Flat Rate: Carrier is at our discretion, 2-9 business days (excludes weekends and holidays) for delivery. FedEx Ground: 3-5 business days (excludes weekends and holidays) for delivery. Free: Any orders that qualify for free shipment will be delivered via Flat Rate shipment.

*Please Note: Alaska & Hawaii are excluded from free shipping.

Can I specifically request shipment via USPS?

No, we do not offer this as an option. You can select flat rate shipping and there is a chance that the order will be delivered by USPS or SmartPost.

I live in Hawaii or Alaska, what are my shipping options?

Hawaii and Alaska have their own shipping rate that you will see during check out.

*Or refer to Amazon.com for orders to Alaska or Hawaii.

Do you ship internationally?

We do not offer international shipping. If you are outside the 48 contiguous United States, please order through one of these locations:

Puerto Rico - Amazon.com
Canada-
Chemical Guys Canada or Amazon Canada
Germany, France -
Chemicalguys.eu
Thailand-
Chemical Guys Thailand

Do you ship to Freight Forwarding companies?

We will only ship to freight forwarding companies under the following conditions: Any damaged item/s that ship from a freight forwarder will be the responsibility of the consumer. Please ensure that your order has been inspected prior to shipment. Please note, any order $400.00 or higher will require a wire transfer. 

Do you ship to P.O. boxes or APO addresses?

We do not offer shipping to P.O. boxes or APO addresses at this time.

2-Business Day Shipping

Orders must be submitted and paid for before 12:00 am-midnight during business days to meet shipping criteria. Order processing time applies to all orders and may delay orders depending on order volume. AK and HI are excluded from 2-business day, some products are excluded from 2-business day shipping.