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?

Once the order ships, you will be sent an email with the tracking information. If you need further assistance, please do not hesitate to reach us here:

Customer Service

(866) 822-3670

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 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. 

Tax-Exempt Orders

We do not accept tax exempt orders through our website. Chemical Guys have partnered with two of the top wholesale distributors in the U.S. Please click on the links for more information.


Meyer Distributing

Turn14

Subscribe, Shine, & Save

Subscription items will ship automatically unless you cancel.  By placing this order you are authorizing us to charge your card for future orders at the frequency and quantity you selected. The actual cost of each shipment may vary depending on the quantity and frequency chosen. For customer service or to cancel, email customerservice@chemicalguys.com or call (866) 822-3670. For more questions about subscription check out our FAQ.

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. Currently, we ship via FedEx.

Freight Forwarding

Please be advise we do not ship to freight forwarding companies, no exceptions. If in any case you happen to ship to a freight forwading company Chemical Guys is not responsible the any loss, damage or theft.

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.

Please note the following products are excluded from shipping to AK & HI:

  • WAC232 | CARBON FORCE CERAMIC PROTECTIVE PAINT COATING SYSTEM
  • CLD30116 | HYDROVIEW CERAMIC GLASS CLEANER & COATING
  • WAC23316 | HYDROSPEED CERAMIC QUICK DETAILER
  • WAC23364 | HYDROSPEED CERAMIC QUICK DETAILER
  • WAC233 | HYDROSPEED CERAMIC QUICK DETAILER
  • WAC23516 | HYDROSPIN WHEEL & RIM CERAMIC COATING AND QUICK DETAILER
  • CWS21216 | HYDROSUDS HIGH-GLOSS HYPER FOAMING SIO2 CERAMIC CAR WASH SOAP
  • WAC22916 | HYDROSLICK INTENSE GLOSS SIO2 CERAMIC COATING HYPERWAX
  • WAC23016 | HYDROCHARGE HIGH-GLOSS HYDROPHOBIC SIO2 CERAMIC SPRAY COATING
  • SPI22616 | HYDROTHREAD CERAMIC FABRIC PROTECTANT & STAIN REPELLENT
  • SPI22716 | HYDROINTERIOR CERAMIC INTERIOR QUICK DETAILER (16 OZ)
  • HYG10216 | SEVENTYGEL HAND SANITIZER 70% ALCOHOL ANTISEPTIC GEL TOPICAL SOLUTION
  • HYG10204 | SEVENTYGEL HAND SANITIZER 70% ALCOHOL ANTISEPTIC GEL TOPICAL SOLUTION
  • HYG10004 | SEVENTYGEL HAND SANITIZER 70% ALCOHOL ANTISEPTIC GEL TOPICAL SOLUTION
  • HYG10516 | EIGHTYAID WILD PEAR SCENT HAND SANITIZER ALCOHOL ANTISEPTIC 80% TOPICAL SOLUTION (16 OZ)
  • HYG10116 | ONHAND ANTIBACTERIAL HAND SANITIZING SOAP (16OZ)
  • HYG10916 | HAND SANITIZING ESSENTIALS KIT (5 ITEMS)
  • EQP400 | ULTRA BRIGHT XL RECHARGEABLE DETAILING INSPECTION LED SLIM LIGHT
  • EQP401 | ULTRA BRIGHT RECHARGEABLE DETAILING INSPECTION DUAL LIGHT
  • TVDSPRAY100 | FACTORY FINISH TRIM COATING AND PROTECTANT
  • TVDSPRAY101 | NICE AND WET TIRE SHINE PROTECTIVE COATING
  • AIR_SPRAY_1 | BLACK ON BLACK INSTANT SHINE

Can I order internationally?

We do not offer international shipping, and we are unable to process international payment options. If you are outside the United States, please order through one of these locations:

Puerto Rico - Amazon.com
Canada-
Chemical Guys Canada or Amazon Canada
Germany, France -
Chemicalguys.eu
Asia - Asia purchasing options please contact Anthony Lance: alance@chemicalguys.com

Orders placed from an international IP address are subject to cancellation.

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.