Gravana - Policies / Procedures

Terms of Use

Please read these Terms of Use carefully before using this Website. When placing an order on this website, you will be required to Agree to these terms. The content of this Website is the sole property of Gravana and is protected by copyright, trademark and other intellectual property laws. By using this Website, you signify to us your agreement that use of the Website is restricted to personal, non-commercial use. You agree not to reproduce, retransmit, distribute, disseminate, sell, publish, broadcast or circulate the content received through the Website to anyone, including but not limited to, others in the same company or organization without Gravana express prior written consent. If you do not agree with any of these Terms of Use, please do not use our Website. We reserve the right to modify, alter, and otherwise update these Terms of Use at any time at our sole discretion. Should you make use of our Website thereafter, you are bound by the latest Terms. To ensure that you have a thorough understanding of our policies, we suggest that you review these Terms each time you visit this Website.

Ordering

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Online Orders:

Phone Orders:
For your convenience, we are available Monday - Friday from 9AM-4PM PST for telephone orders, and select Saturdays from 9AM-1PM PST. Simply call our knowledgeable sales staff at 661-259-8610. At this time, we do not yet have a toll-free number, and we cannot accept collect phone calls.

Fax Orders (Wholesale Only):
For your convenience, we do accept fax orders for wholesale accounts. Simply fax your P.O. to 1-661-259-8607. At this time, we do not yet have a toll-free fax number.

Mail Orders:
If you would like to place an order using a Business or Personal Check, Cashier's Check, or Money Order, you may use our website to place the order. When you reach the Order Summary page which asks you for your credit card information, simply print the page, ensuring that all details of the order you see on your screen are included on paper, including your shipping address. Please include your vehicle Year, Make & Model on the page(s), and simply mail the order information and payment to:

Gravana
21182 Centre Pointe Parkway, Suite #110
Santa Clarita, CA 91350

Payment

Gravana accepts payment using credit cards, checks, money orders, PayPal and Western union. Sorry, but we do not yet accept C.O.D orders at this time. For more details on any additional payment option needs, please contact us at 6612598610.

Credit/Debit Card Payment:

MAKE SURE YOUR SHIPPING ADDRESS IS ON FILE WITH YOUR CREDIT CARD PROVIDER, AS WE MUST BE ABLE TO VERIFY SHIPPING ADDRESS WHEN WE PROCESS YOUR CARD!

Check Payment:
Cashier's Check, Certified Check, Money Order, Personal & Business Checks are all accepted. Personal checks must have your name, address and check number, bank imprinted on the check to be accepted. Checks with a PO Box for the address will not be accepted. Please also include your current physical address (if different from check) and phone number and current driver's license number and state. All checks must be verified as 'Cleared' by our bank prior to shipping products. Checks typically take 10-12 BUSINESS DAYS to clear. All check orders for $750.00 or more must be paid for by Money Order or Cashier's Check only. When a prepayment is short of the actual total amount of the order, you will be notified and requested to remit the difference before the order is processed. PLEASE DO NOT SEND CASH.

Paypal Payment:
Due to Paypal's changes in fees and policies, Gravana no longer accepts payment via Paypal. All Paypal payments made during the transition will be refunded.

Western Union Payment:
If you wish to pay via Western Union, please email us at salesatgravanatuningdotcom for more information prior to ordering.

Pricing

On our website, beside each part listing, is a price. However, this convenient information may become obsolete due to manufacturing cost increases. Therefore, we reserve the right to make price changes without notice. California residents will be charged 9.25% sales tax to the total cost of the merchandise on their order. All amounts are in US Dollars. We do have a price-match policy on all products at our discretion. The item must be the exact same item from a legitimate company (not some fly-by-night, running-it-out-of-the-garage-in-their-underwear website), the product must not be a blem or second, and the product must be In-Stock and ready to ship from that company. WE DO NOT PRICE-MATCH COMPANIES GOING OUT OF BUSINESS OR DROPPING A PRODUCT LINE AND SELLING IT BELOW COST. Why? Part of the value you get when dealing with Gravana is that we will take care of any subsequent product issues you may encounter. Thus, buying from a company that is closing or dropping the product line in question, you will have no recourse if there is an issue. Order placed under Promotions, Group Buys and Sales that DO NOT refer to the appropriate sale for proper discounting when we process the order will only be refunded as a store credit and the claim must be made within 72 hours.

ALL SPECIAL ORDERS ARE FINAL. NO RETURNS OR REFUNDS!

Out-Of-Stock, Special Orders and Backorders

In some cases, we may not have a specific product in stock. Our standard policy is to place an order with the manufacturer the same day you order from us. In an effort to get the product to you as quickly as possible, if the product is available Gravana may have the manufacturer drop-ship the item directly to you. In cases where you have ordered multiple items and one item is out of stock for any reason, your entire order may be held until the item is back in stock. Otherwise, one or all of your items may be drop-shipped. There is no additional shipping charge for drop-shipped items.

Special Orders require pre-payment and are NOT RETURNABLE! Some special order items may take additional time in transit.

In some cases, it is necessary for Gravana to cancel orders for a backorder or discontinued part. We reserve the right to cancel these orders. There is no additional shipping charge on backorder shipments.

Order Cancellations

All orders are considered final upon placement. To cancel an order, YOU MUST SPEAK DIRECTLY TO A GRAVANA SALES REPRESENTATIVE via telephone TO HAVE YOUR ORDER CANCELLATION CONFIRMED, AND TO RECEIVE YOUR CANCELLED ORDER CODE. E-MAILED, FAXED OR VOICE-MAIL MESSAGED CANCELLATIONS ARE NOT ACCEPTED. Shipped orders, full or partial, are not cancelable under any circumstances. Requesting a cancellation DOES NOT cancel an order unless confirmed by Gravana. Cancellations are not guaranteed by Gravana and may take up to 72 hours to confirm, depending on the product ordered. Orders shipping the same day a cancellation is requested are considered shipped. All cancellations are subject to a processing fee of up to 10%, depending on your payment method. Some specialty items and/or special orders are not returnable, refundable or cancelable under any circumstances. (See product description for more details.) These items include seats, roll bars, harnesses and all electronic items. Cancellation requests on items that have shipped previous to the request are considered completed orders, and will be rejected. Circumstances beyond the control of Gravana (natural disaster, weather, earthquakes, carrier loss, changing your mind, change of address, customers moving, manufacturer boxing and/or drop-shipping the wrong product, delivery truck crashing, late delivery of a gift-order, act of God, etc.) do not qualify for order cancellation or return.

Shipping

All shipments are F.O.B. Santa Clarita, California unless drop-shipped directly by a manufacturer. Standard sized items (under 150 pounds) will be shipped by ground service unless another type of service is selected or requested. ETAs are for business days only and do not include weekends. Expedited services are for Saver versions and are guaranteed by End of Day. All Overnight and/or Next Day services are for business days only and do not include weekends. All UPS Overnight will be shipped via Next Day Air Saver. Saturday delivery may be available at an additional cost to you. Larger items will be shipped by truck freight. We do not ship to PO Boxes or APO/FPO addresses. We do not ship C.O.D. orders. All orders must have complete shipping address, email address or fax number, and a phone number. Truck freight is tailgate service only, which requires the customer to unload freight orders. We use UPS Ground as our primary shipping method for all standard size packages. Ground charges are approximately 75% less than expedited service. All credit card orders that are verified by 3PM PST ship same day if product is in stock! Gravana does not charge a handling or processing fee for standard orders. Gravana is only responsible for shipment, not delivery. All packages are shipped signature required. If you request to have us ship you an item without signature required, or ask us to have teh shipper leave the item, you assume any and all responsibility for any and all lost and/or damaged items by making that request. We ship all merchandise complete, properly packaged, and insured. Any damage, loss, or missing claims must be made with the carrier as stated in the Damaged Shipments section.

All international orders require the customer to pay all duties and brokerage fees associated with the shipment. Any such charges will be billed to your credit card or billed COD by your local government and/or shipper. Failure to pay duties may result in fines and/or additional fees. Any order placed by the customer with the wrong address which requries shipper to make a correction will be subject to an address correction fee, as charged by shipper. This fee will be billed to your credit card or billed COD, depending on the shipper. Promotions offering shipping discounts and/or free shipping are valid only in the Continental USA via Ground service.

All shipping promotions are based on Ground Shipping in the Continental US only and do not include Alaska, Hawaii or International addresses.

Damaged Shipments

PLEASE INSPECT YOUR PACKAGE UPON DELIVERY, IN THE PRESENCE OF THE CARRIER! OPEN THE ITEM AND THOROUGHLY INSPECT IT FOR ANY DAMAGE. ONCE YOU SIGN FOR IT, YOU HAVE AGREED THAT IT WAS RECEIVED IN GOOD CONDITION. NO EXCEPTIONS!

Upon receipt of an obviously damaged package, you have two options. First, you can the option of stating to the carrier that the package is damaged and refusing delivery. In this case, the order will be returned to Gravana. Or, you may receive the order and make note of the visible damage, in writing, to the carrier. In many cases, once the package is opened, the parts are not damaged and there is no further action needed. However, if upon inspection of the parts, you find them damaged due to the carriers handling, you then have 24 HOURS to file a formal claim with the carrier. DO NOT RETURN THE DAMAGED PARTS TO US. Keep the package and parts as close as possible to the condition in which you received them as the carrier will want to verify the damage. Without the package, the carrier will void your claim. Claims for shortages due to carrier negligence must be made with the carrier within 24 hours of receipt of merchandise. In the event the item damaged is a drop-ship item, we will work with the supplier to get a replacement shipped as quickly as possible. If you cancel your order after payment has been made, you may be charged a cancellation fee of 10%. Once you have filed your claim, please notify our customer service department with the details so that we may assist you and answer any questions you may have on your claim.

Refused Shipments

Any customer who refuses delivery of an order (damaged shipment excluded) will be charged for the freight out, the additional return freight charges and any related fees including accounting and restocking fees. These charges must be paid in full before any future orders will be shipped. Any damage that occurs as a result of a refused shipment will be the buyers responsibility.

Returns

The Gravana return policy is as follows:

The customer must call Gravana to have a qualified representative approve the return and issue a Return Merchandise Authorization (RMA) number.
Only items which are unused, uninstalled, or determined to be defective, may be returned within 30 days from the date of shipping.
The customer must return unused and uninstalled merchandise in the original packaging to us within 30 days of receiving a return authorization number.
The RMA number must be visibly displayed on at least two (2) sides of the outside of the returning package.
The customer is responsible for ALL freight charges incurred with a return or exchange. All returns must be pre-paid shipping and fully insured. Gravana will not accept collect shipments.
Return claims must be made within the 30 days of the ship date on the invoice.
Returns must be accompanied by a copy of the original invoice and/or packing slip.
In cases where a return is due to a shipping error on the part of Gravana, the correct item will be shipped at Gravana's expense.
Items returned without an RMA number or using an expired RMA number will be refused.
It is the customer's responsibility to see to it that an item returned is properly packaged and insured, to protect the customer from loss. Any returns that arrive damaged will be refused for you to file a damage claim with your shipper.
Any damage, loss or missing claims must be made with the carrier.
Gravana assumes no liability for returns that are mis-shipped, mis-packaged, or mis-delivered.

The carrier you use for a return is your choice. However, we suggest using a reputable carrier for your protection and to ensure prompt delivery. Shipping insurance is suggested for your protection. Original shipping fees are not refundable. We are not responsible for unauthorized returns. Restocking fees are charged only when absolutely necessary. These charges range from 15% to 25% depending on the type of product and the following circumstances:

The product has been damaged and cannot be resold as new. If damage is significant, the product will be returned to the original customer at their expense.
Original packaging has been damaged and therefore the product must be inspected and repackaged. This procedure is intended to insure our customers always receive new and properly packaged merchandise.

Special Handling, Truck Freight & Oversized Items

Special Handling and Oversized Items are exceptionally large or bulky items that incur much higher shipping costs than Non-Special Handling Items. Larger or heavier items may need to be shipped via truck freight. Please review the product descriptions for details or notes regarding oversized items. Availability and shipping options may vary on these items and proper delivery may take longer than normal. Promotions on freight charges do not apply to Special Handling or Oversized Items unless specifically stated in the item description.

Product Use & Installation

Gravana expects our customers to exercise good judgment regarding the proper selection, installation, use and maintenance of any product. Gravana has no control over the selection, use, installation or maintenance of any product. Gravana assumes no responsibility for damage or injury of any kind due to any misuse or improper application of any products in any way by any person. Although many of our customers choose to install the products purchased from Gravana themselves, we always recommend professional installation. Customer is expected to research OEM and/or aftermarket installation times. Customer is expected to verify that the parts ordered from Gravana will properly fit with any other upgrade and/or modification made to your vehicle. Gravana will not held liable for any lack of research by a customer. If your vehicle has been modified, especially any components directly related to the part (s) you are buying, you should verify that the part (s) you are buying will work with your modified vehicle. Once installation has been attempted, the manufacturer will not accept a return except under warranty, if the product is deemed defective. All items purchased from Gravana are installed at the buyer's risk. Gravana is not responsible for the installation, or any damages or defects caused to your vehicle as a result of the installation of products sold by Gravana. If you are ordering shocks and/or struts, please verify that the shock type and size will work with the springs (lowering or lifting) you have selected. All seats and/or seat related products sold by Gravana are for offroad use only and may not be legal for street use. If you are ordering seats and/or seat covers of any kind, please be sure to refer to your owners manual for any safety restraint and/or airbag settings that may be affected by the installation of aftermarket seat products. Gravana is not responsible for any damage as a result of airbag deployment or non-deployment due to the installation of such products. Due to the variance in manufacturing tolerances, if you are ordering wheels, you are assuming the responsibility for ensuring that the size and offset will fit your vehicle. Some wheel applications may require the use of spacers and/or fender modifications to ensure proper fit. Due to build tolerances varying from car to car, some items may require slight modification and/or adjustments in order to properly fit. For example, some headers may require loosening your engine mount to adjust for steering system clearance. This is an quick process than can easily be performed at the time of installation. Some headers may require aftermarket ignition wires if the OEM wires are too long or if the OEM coils are mounted too low.

For all products which require or suggest painting prior to installation, Gravana recommends that you pre-fit the product onto the vehicle prior to painting and final installation. Such products include, but are not limited to, Hoods, Body Kits, Bumpers, Spoilers, Steps, Headers, Exhaust, Roll Bars, Etc. Gravana is NOT responsible for any paint work performed. Gravana is not responsible for warranty of any product for which the manufacturer suggests painting prior to installation. Additionally, once an item has been painted, it is not returnable except under warranty provisions made by the manufacturer, and you will be required to deal directly with the manufacturer in some cases. You will be required to ship the product back to the manufacturer for repair or replacement at your own expense. ALWAYS TEST-FIT! NEVER PAINT BEFORE TEST-FITTING A BODY PRODUCT!!!FIBERGLASS PRODUCT DISCLAIMER: Due to the various tolerances on your vehicle, virtually all fiberglass body parts will require slight modification to the kit and/or your vehicle in order to achieve a precise fit. Some bumpers require modification and/or removal of your OEM crush foam and/or metal under-bumper. Most body shops experienced in aftermarket body kits should be able to provide you with a reasonable quote to perform the modifications needed for proper fitment prior to painting. If you feel that your body shop is quoting the work too high or is incapable of performing the work, please contact us and we will be happy to discuss the product(s) with your body shop, as well as making alternate body shop recommendations, where possible. If you have purchased a carbon fiber poroduct, please understand that no two weave patterns will be the same. Additionally, hand-laid carbon fiber will have slight differences in consistency due to resin pulling the weave one way or another. This is especially true on edges and/or corners, but can be seen in any part of the product. This characteristic is what gives carbon fiber its uniqueness versus painted products. Aftermarket exhaust system products are designed to increase perfromance and/or fuel economy and may be louder and/or have a higher level of resonance than OEM. Please keep this in mind when purchasing exhaust products, as "too loud" is not a reason to return an exhaust product. Some performance exhaust products may require an additional resonator to help reduce the sound level.

Address Changes

All orders placed with Gravana are considered final upon placement. We will try to accommodate address changes, however we do so under no obligation or guarantee. Even if an address change is accepted and confirmed by Gravana, any change of address made by the customer subsequent to placing the order is not guaranteed by Gravana. The customer accepts all responsibility to receive the package at both addresses. Any order placed by the customer with the wrong address which requries UPS to make a correction will be subject to an address correction fee, as charged by UPS. This fee will be billed to your credit card or billed COD, depending on UPS.

Warranty

Defective items under warranty may be returned for direct replacement AFTER a Gravana RMA (Return Merchandise Authorization) has been issued. Proof of defect, damage or imperfection must be provided to Gravana via digital photograph(s) prior to any warranty claim filing. All warranty packages must be issued a RMA number from Gravana, and must be accompanied by a copy of the original invoice. The customer is responsible for all freight charges incurred with a warranty, inbound and outbound. Because returns may need to be shipped to one of our warehouses or manufacturers, you must call us at 6612598610 to receive your RMA and the appropriate return address will be provided at that time. The RMA number must be clearly displayed on at least 2 sides of the outside of the package. All Gravana RMA numbers expire after 30 days. Items returned without an RMA number or using an expired RMA number will be refused. It is the customer's responsibility to see to it that an item returned for warranty is properly packaged and insured, to protect the customer from loss. Any damage, loss or missing claims must be made with the carrier. Only items authorized for warranty service will be processed. Unauthorized customer warranties or warranty items that do not meet warranty criteria as stated by the manufacturer will be denied and returned if requested, at the customer's expense. Unclaimed denied warranty returns will be destroyed. Gravana assumes no liability for warranty returns that are mis-shipped, mis-packaged, or mis-delivered. Gravana reserves the right to deny warranty service if it is evident that the warranty claim is fraudulent or a result of abuse and/or improper preparation and/or installation. No other responsibilities or warranties are expressed or implied. Please read our Returns section for additional instructions on returning merchandise.

Magnuson-Moss Warranty Improvement Act

www.ftc.gov

www.sema.org

We have found that many new car dealerships DO NOT know this law and may attempt to void a warranty claim on a vehicle which has aftermarket parts installed, yet have no relationship to the warranty issue. Surprisingly, we have also found that many law enforcement officers DO NOT know this law and may attempt to issue you a citation based on your vehicle having an aftermarket product installed. If either of these issues happens to you, we advise that you contact SEMA and/or the FTC regarding your rights.

Privacy Policy

Email Addresses:
When you opt-in to our email program, we will inform you of sales, promotions, special events and communicate the status of your order(s) placed with us. At any time you may decide to opt-out by emailing us at infoATgravanatuningDOTcom using the email address for which you want to Opt-Out and simply type the phrase Opt-Out in the subject line of the email. We will then omit the email address from any future mailings.

Telephone Numbers:
We DO NOT share or rent your telephone numbers with other companies. If you supply us with your telephone number(s) you may receive telephone contact only from us with information regarding your order, new products, services or upcoming events.

Physical Mailing Addresses:
Visitors who supply us with their postal address may receive catalogs and/or information on our products and/or services, promotions, and upcoming events. From time to time, we make your postal mailing address available to the manufacturers of the products we sell, as well as other partner organizations (E.g. - General Motors, Microsoft Xbox, Snap-On Tools) whose products or services we may use for our sweepstakes programs. We require that these organizations adhere to the Gravana privacy policy. If you would like to be removed from our partnership mailing program please contact us at the mailing address below or call or customer service number at 6612598610.

Additional Privacy Information:
We want to insure that shopping online with Gravana is safe and secure. We have implemented internal policies for security so you never have to worry about loss, misuse, or alteration of information that we have collected from you at our site.

Security:
We use the best technology for secure commerce transactions. Your information is sent to us encrypted and protected against disclosure to third parties. We use cookies as a method to capture data needed to ensure proper ordering. If your cookies are disabled, you will be able to properly use our website. We are a secure site utilizing state-of-the-art Secure Socket Layer (SSL) encryption technology for data security.

Gravana has been in business serving the automotive enthusiast since 2003. Our employees are active members of SEMA (Specialty Equipment Manufacturers Association, as well the DMA (Direct Marketing Association), and AAIA. We make every effort to comply with published guidelines regarding privacy and other issues from each of our association memberships.

Gravana is committed to your Privacy. If you feel that we are not meeting our stated goals, please contact us immediately via email infoATgravanatuningDOTcom, or send us a letter.

Our mailing address is:

Gravana
21182 Centre Pointe Parkway, Suite #110
Santa Clarita, CA 91350

Our Customer Service numer is 6612598610 and is available Monday-Friday 9AM-12:00PM PACIFIC TIME and 1PM-5PM PACIFIC TIME.

We welcome your comments regarding our privacy statement or any other ideas you have about our company.

Disclaimer

Gravana is not responsible for typographical errors, image errors, omissions, changes, price discrepancies, etc. All prices and terms are subject to change without notice. Images are provided by the manufacturers and may be a representation of the item for sale. Any product issues that result in actual product appearing different from images must be addressed with the manufacturer. We do not guarantee that the image listed is the exact product. Gravana reserves the right to refuse service to anyone. All shipping/freight cost and time estimates are just that - Estimates - and fluctuate throughout the year.

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