Refunds & Exchanges
All products that are ordered on a pre-paid made-to-order basis or are not regularly stocked in the USA by the manufacturer or distributor are considered “special orders”. All special orders must be paid in full prior to starting the order. Special orders are non-refundable. Products ordered from US-based manufacturers may be eligible for a refund, at the discretion of the manufacturer or authorized distributor, if still in new condition and in original packaging. Any refund will be issued at our discretion and will be subject to a minimum 25% restocking fee. No exchange or return will be allowed or accepted without a pre-confirmed RMA # issued by management of GT-RR in writing. All internationally sourced products are automatically considered special order items and will not be eligible for any refund or exchange. For special order items, we will happily exchange parts that do not match with the product which was ordered.
Shipping & Damage
For items shipped by GT-RR from GT-RR’s warehouse:
Many products shipping from our warehouse are carefully inspected for damage prior to shipping. For other items they are (DNR) do-not-repack and are not inspected. In many cases we will improve on and reinforce the original packaging provided by the manufacturer. Our expert shipping staff takes extra time in the packaging process to minimize potential shipping damage as best we possibly can. Upon the arrival of your items, inspect everything thoroughly, even if packaging is intact, before signing the delivery receipt. If the box is damaged in any way, take photos and notate the damage when receiving the item. If you are unable to officially notate the damage with the shipping carrier at the time of delivery you must reject the package. Once signed as undamaged, any freight damage claim is null and void and we can do nothing to help you. Additionally, please note that items cannot be insured for more than the stated value. If you need to process a damage claim, action must be taken within 72 hours of delivery. After 72 hours, refunds, reorders and claims cannot be processed. All shipped items are fully insured. GT-RR will not be held responsible for the outcome of the claim, although we will assist you to the furthest extent possible.
For items shipped directly from a manufacturer or third party distributor:
We will do everything in our power to assist you if you happen to experience damage to a shipment from a third party, however GT-RR has no control over packaging, shipping or damage claims for any shipment sent by a third party to the customer. We recommend that you follow the same procedure as we require regarding potential damage claims. By ordering you agree to abide by the shipping.
Shipping & Order Delivery Information
Items that are in stock in the US, either at GT-RR’s warehouse or at a supplier’s warehouse, are generally delivered within 7-10 days. Special order items from overseas take considerably longer. As a courtesy GT-RR offers delivery estimates to our customers which take into consideration manufacturer availability and shipping schedule. These estimates represent our best guess based on previous orders from the manufacturer and do not in any way imply a guaranteed delivery window. Many manufacturers work in a “just in time” inventory system and often take 2-20+ weeks to produce an item once an order is submitted. All deliverable items are then sent to our Japanese warehouse. GT-RR ships a minimum of one full ocean freight container every month from Japan, oftentimes more than one a month. Ocean freight takes an average of 4 weeks. Typically it breaks down to one week in Japan for paperwork and customs, two weeks by boat and one week in US customs/clearance. Due to the wide number of variables between manufacturer and shipping schedules, delivery estimates are simply just that - estimates. We attempt to estimate conservatively and we usually deliver faster than our estimates suggest. It is not GT-RR’s policy to guarantee delivery time of any special order item, this is impossible for us to do. By ordering you acknowledge that there is no required delivery ETA and an order may not be canceled or altered due to manufacturing or shipping delays, all ETA’s are provided as a best guess only.