Shipping and Returns
Orders are shipped Monday through Friday, 9am – 5pm, excluding holidays. Most orders (including Local Pickup) are processed and shipped within 5 to 7 business days currently. We are a very small team and try our very best but sometimes orders may take a little bit longer. **With Coronavirus restrictions, you may experience a couple days added to shipping time**
Custom orders and built to order items have additional build time which you can find on the products page. We will notify you of any heavy delays via email.
We ship via Canada Post, UPS,FedEx and DHL. Shipping times vary depending on location. Shipping services may be upgraded to faster shipping methods at our own discretion. UPS & FedEx do not ship to PO boxes. If you enter a PO box as your shipping address, your shipping method will be changed automatically to USPS if you chose UPS or FedEx.
Some items in your order may ship separately. Expedited shipping refers to transit time. Transit time is the time between leaving our warehouse & delivery to you. It does not mean that your order jumps ahead of others. Please refer to the first paragraph above for processing times. Once an item leaves our facility and is in the hands of the carrier, we have no control over it’s journey to you. (If your order is stuck in transit, tracking hasn’t updated, lost in transit or damaged in transit, you need to contact the carrier and submit a claim)
If you chose Local Pickup at checkout, you will get an email when your order is ready for pickup. Please do not show up prior to receiving the email saying your order is ready for pickup. It won’t be ready. Order processing times are the same as orders that will be shipping. Please refer to previous paragraph for processing timeframes.
ADDITIONAL SHIPPING INFORMATION
Shipments may be sent via Canada Post, or FedEx. Orders require a physical address for shipping. Please double check your address for errors prior to placing your order. We are not responsible for undeliverable packages because of address errors. Any package returned to us, will not be refunded for shipping charges. If we have to resend a package, you will be charged additional shipping.
Orders over a certain dollar amount will be sent with signature required for delivery. This service is up to the shippers discretion at time of shipment.
All packages are insured up to the value of the item(s). Lost or missing packages need to be handled by you directly with the shipping carrier. Once it leaves our shop, we have no control over its journey to you. Any claims for lost or stolen packages need to be filed with the shipping carrier.
PLEASE do not leave notes for the postal carrier in the “order notes” section at checkout. We have no way of telling your specific postman that you want your package left at the side gate.
International orders are shipped via Canada Post International Mail, UPS Standard to Canada and Mexico and UPS International for all other destinations. Our ordering and shipping program is all automated. We cannot manipulate customs forms. Please don’t ask. Look for a shipment tracking number via email when your order has been processed. We are not responsible for any delays from Customs. Please contact your country’s postal carrier for information about customs delays.
CALCULATING YOUR SHIPPING COST
Shipping rates will be calculated during checkout. All shipping outside of California will be calculated based on weight and size of the package.
Please send an email to email@example.com for order status. Please include your order number to receive faster service. Messages on Instagram and/or Facebook will most likely go unanswered. Inquiries on order status need to be sent to firstname.lastname@example.org for the correct staff member to get you an answer.
When your order ships, you will receive an automated email with your tracking information. It contains a clickable tracking link directly to the carriers website. You will be able to follow your package on it’s journey to you and see an expected arrival date. If you haven’t received an email, it’s most likely because your package has not shipped yet. If you feel as if it should have, please verify the processing time has surpassed the time stated in the first paragraph on this page and then check your spam/junk folder before contacting us via email at email@example.com. It’s also possible that you entered the wrong email address at checkout. Double check all of your information before placing your order.
If your package is stuck in transit, tracking hasn’t updated, please have patience. Sometimes it takes carriers longer than you’d like to move your package but it is still on it’s way. If tracking scans have surpassed 14 days, please contact the carrier to inquire about your package and/or submit a claim. (due to Covid-19, carriers are taking longer than usual. Please allow 30 days for US shipments and 40 days for International shipments)
Cancellations, Returns and Exchanges
Once an order is placed, it cannot be cancelled. Especially custom orders, preorder items and built to order items. We start processing orders immediately. You bought it, you got it!
There are no cancellations or returns on build-to-order items, electrical parts preorder items, custom painted items, Hard Case Products, Carlini Design, Kraus Motor Co, unpackaged apperal and any helmets and shields.
We do not offer refunds. If you receive your order and it is defective or the fitment is wrong, contact our sales team (firstname.lastname@example.org) within 30 days and we may be able to arrange a return for you. You must pay for return shipping. We accept returns on a case by case basis and only on new and unused/uninstalled merchandise. If an item has been installed or damaged, we will not accept it. Items must be unopened and in original packaging. You will receive store credit or we can do an exchange for you if you need a different fitment, size, etc.
For returns and/or exchanges from outside of the U.S., we cannot provide return labels. Not because we don’t want to, but because we do not have the ability to provide labels for other countries carriers.
Damages and Claims
All items are carefully inspected, packaged and in good condition when shipped. Any claims for damages must be made with the carrier and not with Moto Concept. Please be sure to save all boxes and packaging material when filing a claim and keep them until settlement is made.