Can I cancel my order?
You may cancel an order after it has been placed as long as the parts have not been special ordered, or have shipped. Payment processors have now stopped refunding credit card fees and therefore if you cancel an order after the payment has been placed we will impose a 5% cancellation fee. To cancel your order, please email us at [email protected]. Please list your order number in the email.
Is local pickup allowed?
Local Pickup is not generally allowed as we do not have a customer facing location.
Where are you located?
We do not have a customer facing location at this time. While we do have a commercial warehouse location in Valley View Texas, It is not set up for on-site sales and service. Should you be local and need an installation we do have recommendations and can arrange for installation.
Can I visit your shop?
Unfortunately no. We do not have a customer facing location at this time. While we do have a commercial warehouse location in Mansfield, Texas it is not set up for on-site sales and service. Should you be local and need an installation we do have recommendations and can arrange for installation.
Do you offer military, LEO, senior, or other discounts?
We do not. Not because we don’t want to, but because we operate on very low margins and simply do not have the room to offer any discounts at this time.
At what lift size do i need to replace the UCAs? Do I need a differential drop?
We recommend that you replace the Upper Control Arms and install a Differential Drop kit for lifts 2.5″ and taller.
I have a Lexus GX with rear air springs; what do I need to install a lift?
You will need to purchase an air spring conversion kit in addition to your lift kit.
We recommend that you replace the Upper Control Arms and install a Differential Drop kit, for lifts 2.5″ and up.
I do not see the item that i am looking for, can you get it?
We have access to hundreds of thousands of parts and accessories. That being said we cannot get EVERY part on the market, though send us an email at [email protected] with what you are looking for and we will try to source the item for you.
What is your pricing policy?
Occasionally prices do change without notice, or we could have made a typographical error in the price or the description of the part. We reserve the right to cancel or refund orders in which a pricing or shipping error occurred.
What is your credit card policy?
We accept Visa, MasterCard, & Discover as forms of payment. Each credit card company has established policies and procedures that we as a Merchant (seller) must adhere to. There are responsibilities that you as the “buyer” must adhere to which could include proof that you are in fact “the card holder” by means of reasonable identification (business or other listed telephone number with the credit card company database that we can verify).
We do not store any credit card information on file, nor do we have the means to charge your credit card after an order is placed. If any changes must be made to an order, we will have to re-process your purchase.
If you have a question about whether any of our verification policies are not in line with their organizational policies, please contact American Express at Discover at 1-(800) 347-2000, VISA at 1-(800) 228-1122 or MasterCard at 1-(800) 826-2181.
We work hard to prevent fraud, so if you have received an email from us stating that you have placed an order at Apache Offroad and you in fact have not, please contact us immediately.
Fraud Statement – Due to the high level of fraudulent activity regarding online/internet purchases, we must adhere to the policies of the issuing credit card company.
Enforcement – We work with all law enforcement agencies (domestic and international) to validate or help in preventing FRAUDULENT use of credit cards! All Fraudulent Transactions will be prosecuted to the full extent of the law.
Will I be charged freight on a return?
Yes. If you return a product due to no fault of Apache Offroad, you will pay the return freight to us or our supplier. In addition, the original outgoing freight shipment cost to you will be non-refundable. If the item had FREE SHIPPING, please understand that Apache Offroad did pay to ship it to you, therefore, you will not be refunded the actual outgoing freight charge for that item. In this instance you would be refunded the original cost minus the outgoing freight/shipping cost.
What happens if my Item is on backorder?
Should an Item be backordered for more than 7 days we will contact you. We will do everything possible to get your order shipped out as soon as possible. We will ship the backordered item out to you as we receive them. Payment in advance is needed in order to place the order with our supplier and to reserve your item once the backorder status changes.
What do I do if I have a problem with my order once I receive it?
Important: If you have not already, do not open or install the part.
Send us an email at [email protected] stating the issue (item damaged during shipment, wrong parts sent, etc.) and include pictures or video of the issue. We will work with you to get the issue resolved in accordance with our return policy. Once the part has been installed, we may not be able to replace the part.
What is your telephone policy?
At times we may not be able to answer all phone calls. If you prefer to place your order by phone, and are not able to make contact, please leave a detailed message on our voicemail. You may also email us at [email protected]. We are able to respond to email faster than other methods of communication.
What are your store hours?
We’re typically available 10:30am – 5:30pm (Central Standard Time) Monday through Friday. It is possible that we may be closed or out of the office during our normal business hours. For a timely response please email us at [email protected].
My receipt says I was charged for a shipping weight other than what is listed on the shipping label.
Some items are larger than others and we need to enter DIMENSIONAL weight for shipping cost accuracy, especially for larger items that need to ship with express shipping. Carriers such as UPS & Fedex charge by dimensions rather than weight.
Your site said 2 to 5 days for delivery. Why haven’t I received my order?
The shopping cart uses UPS to calculate shipping costs and timeframe. It will automatically fill in the number of days that it will take the part to travel to you. That doesn’t account for production time, back order time, or any other potential bottlenecks. What it is telling you is the number of days that it will take to get to you once it’s in UPS’s possession. Please note that this calculation also assumes that the part is shipping from North Texas. If it is shipped from one of our many vendors/warehouses, this number may vary. Please Note that UPS may or may not be the delivery company of choice at the time the product ships, Fedex or the US Postal Service may also be used when deemed necessary.
Why was my credit card charged before the item has shipped?
In order to reserve the item(s) you have purchased, we must receive payment at the time of purchase. This is an industry standard and is practiced amongst some of the largest online retailers such as Amazon and eBay.
I received my item and upon opening it, the item is damaged! What do I do now?
Firstly, do not panic. If you have not done so already DO NOT open or install the part. Retain all packaging material (the damaged box, packing material etc,) the damaged item, and anything else that arrived with the product. Email us immediately at [email protected] and include details and pictures of the damaged packaging and item so that we can start the damage claim.
My order shipping method says UPS, but you sent me a FedEx tracking number. Are you sending me the correct order?
At Apache OffRoad we use UPS Ground OR equivalent. Some orders may get shipped via Priority Mail if we determine that you will get your package sooner via that method. If you order something and want 1st, 2nd, or 3rd day shipping we reserve the right to use the carrier of our choice if we determine your package will get there in the same time period.
How soon will my order ship?
Orders are typically processed the same day or the following business day depending on the time of the order and our order volume. Once an order is processed, items in stock will usually ship out within 2-4 business days. Sometimes an item may have to be special ordered and depending upon the part this can take from 5-30 days. Many large or heavy items (i.e. roof racks, bumpers, etc.) may be shipped directly from the supplier and may have a longer wait time. Please contact us ahead of time if your order is time sensitive
If you have not heard from us, please check your email’s spam or junk email folders an email from UPS and then email your inquiry to: [email protected].
I ordered multiple parts, but have only received ONE. Where is the rest of my order?
Since we source our parts from a wide range of warehouses across the country, it is likely that the parts that you order will arrive individually. We make every effort to consolidate shipments when possible.
If you have not heard from us, please check your email’s spam or junk email folders for emails from UPS and then email your inquiry to: [email protected].
Why haven’t I been contacted? I placed my order X days ago and haven’t seen an update.
Our policy is to inform customers of updates as we receive them (tracking numbers, shipment notifications, etc.). If an item is back ordered for more than 3 days we will contact you. If you have concerns at any time please don’t hesitate to contact us at [email protected].
Do you send out tracking numbers for every order?
We try our best to provide tracking for each order. We source orders from warehouses all over the country, and at times we are not provided with a tracking number up front. That being said we are typically able to get one when requested. If you have not received your item and have not received a tracking number please contact us at [email protected] and we will research the issue from our end.
When will my credit card be charged?
Your credit card will be charged at the time of placing the order. The policy is the same for ALL orders including backordered and special orders.