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Help & FAQs

General

Do you price match?

We will price match any publicly advertised price by a competitor as long as the price is not below the manufacturer's MAP (Minimum Advertised Price). MAP pricing is enforced by product manufacturers to ensure the integrity of their products and no dealers are allowed to sell below that price. We do not price match with marketplaces like eBay or Amazon.

What is the warranty on your products?

All products we sell are covered by the manufacturer's warranty. As an authorized dealer, that warranty is passed on to you. All warranty claims must be filed direct with the manufacturer. We can provide that information upon request, although it's usually found on the manufacturer's website.

Is the photo of the actual product?

Most photos are not of the actual SKU, however, we are working on trying to make them as accurate as possible. Please note that we use photos of the same model, but it may be for a different vehicle. For specific product photos, please reach out to us and we will do our best to provide it.

 

Order Information

How do I track my order?

Once you receive an email notification confirming your order, you can visit our website and log in to track your order. Once we process your order, the status is changed to "Awaiting Shipment." Then, when the order ships, you'll receive another status change of "Shipped" that includes the tracking information.

I didn't receive my order confirmation email. Can you resend it?

Of course!. First, check your Junk folder to make sure your email provider didn't filter the message. If you don't have it, you might have mistyped your email address when placing the order. If you still haven't found the email, let us know and we will resend the confirmation email.

My order should have arrived by now, but it hasn’t. What should I do?

If your order disappears from the tracking system or meets with a questionable delay, please email us at orders@springrates.com immediately. If you don’t receive an email confirming your order within seven business days of your purchase, contact us at the same email address.

What if I need the part(s) in a hurry?

If you need to receive any part by a certain deadline, or within an urgent timeframe, please call or email us so we can verify the ready availability of the item(s) in question. From there, we’ll discuss how quickly we can get your order to you, accounting for location, availability, express shipping options and costs, and so forth.

 

Technical Help

How do I install my product?

It's highly recommended to have a professional install your product. Some products do include installation instructions. Most of the brands we sell offer technical assistance, so you're always welcome to reach out to them for support.

Why are my coilovers making a pinging sound?

For those that have coilovers and are experiencing a pinging sound from their coilovers at slow speeds, while turning, while entering or exiting an incline such as a driveway there may be a metal pinging sound. This is what we call coil bind and there are a couple ways to fix this issue. The first thing to check is the metal washer on the top and bottom of your spring (McPherson suspension type only), make sure the washer is free from dirt debris and use either WD-40 or lithium grease to lubricate it. If you still encounter a noise then you will want to check your spring preload. When the vehicle is on jack stands or on a lift, the spring should be snug against the spring perch and still be able to rotate left or right. The spring should not move up or down, if it does, tighten the spring perch to where the spring is snug. Spring preload is always set from our factory and should not be adjusted. Always remember do NOT adjust the ride height of the vehicle using the spring perch.

Why do I hear a clunking sound coming from my coilovers?

Coilover systems in vehicles with McPherson suspension type have metal pillowball bearing upper mounts. Because there is metal on metal contact, sometimes you may experience noise. You would not hear this in your OEM suspension due to the fact that OEM suspension masks many noises with the use of rubber parts. If you have continued abnormally loud noises that you believe are coming from your coilovers, double check the torque on the top lock nut. This nut should be torqued to 40 ft-lbs. We do not recommend using pneumatic impact guns on the top nut as they have a tendency to very easily over torque. Use a torque wrench to make sure the hardware is properly tightened. If you still have noise, inspect the other suspension components on the vehicle as there could be something else unrelated to your coilovers causing the noise.

 

Shipping & Returns

What is the shipping and handling cost when I purchase?

As long as your shipping address is located within the United States we offer standard shipping at no cost to you. Your order total must be over $49 to qualify for the free shipping.

How long does it take to ship out?

Shipping times vary based on the product. Products that are in stock ship out within 24 hours during the week. Out of stock products vary. Customizatin to any products will delay the shipment. When in doubt, feel free to ask us for an estimate before placing your order. We do our best to inform you of estimated shipping times if the time will be excessive.

Will a signature be required for delivery?

Yes. We always require a signature for proof of delivery to help protect everyone from theft and fraud, and to ensure you receive your order. No exceptions. If you are not available to sign for the delivery, please let us know and we will request the shipping company to have it held at their nearest facility for a pick up. When you arrive to pick it up, please bring a photo ID matching the name on the order.

How can I return my item?

Items may be returned within 30 days of the date of purchase. All returned merchandise must be in new, unused/uninstalled condition, and in its original packaging. In order to start the return process please be sure to contact one of our representatives at sales@springrates.com to receive a Return Authorization Number*. This must be referenced on the shipping label when you return your item. Once your returned item is received, reviewed, and approved, we will issue a refund of the purchase price, minus a 15% return fee and all shipping costs. ALL ORDERS OUTSIDE OF THE US & CANADA ARE FINAL SALE. *No refunds will be accepted without an RMA Number. You are responsible for all shipping costs which will be deducted from the refund amount. This includes all original shipping costs (even though they were free) and the return shipping costs. 

I received my item damaged. What do I do?

Very rarely our items are damaged in shipping and we deeply apologize for this and we will get you taken care of. Please be sure to take a picture of the damaged item and the box it was shipped in and forward this to the shipping company. Always inspect the contents of the package before signing for the package, especially if there is noticeable damage to the packaging.

Where is my item and tracking information?

If the items are in stock, your order will be pulled and processed within 1 business day after purchase and will be delivered within approximately 4 to 7 business days so long as you're located within the continental 48 states. Once your item hits the first sorting facility your tracking number will be immediately forwarded to you as we like to ensure your package was received securely by our shipping provider. If your item is not in stock, we will notify you within one business day with the estimated wait time. You are then able to decide if you would like to keep the order or cancel for a full refund.

What if I don’t want to pay any customs, duty, or brokerage fees for international shipping?

If a purchase is returned to us due to a customer’s failure to pay the necessary international fees, the cost of return shipping will be applied to the customer’s account.