GENERAL

Q: What is a Retrofit?

A: Power is nothing without control. Retrofitting is the process of installing a xenon or bi-xenon projector into a reflector based halogen headlight. It is the best HID headlight upgrade possible since the projector will control the light into a properly dispersed, non-glaring beam pattern

Q: What kits are compatible with my car?

A: Because of the wide variety of products we sell, there may be just one or a few different options for each application. We do not list what fits what for this reason. If you are unsure what will work best for you, please contact us through the contact page for a personalized recommendation.

Q: Does Retrofit Wholesale offer retrofitting services?

A: Yes. Visit our Retrofit Services page for more details.

Q: Where can I find installation instructions?

A: We have videos and PDFs available for download in our Resources area under the Install Guides page.

Q: Can I use coupon codes during sales?

A: Each coupon code will have specific details on terms of use. Please refer to the coupon restrictions for more information.

Q: What payment methods are accepted?

A: We accept payments by Visa, MasterCard, American Express, Discover, and PayPal. All Payments are accepted securely through Paypal.

Q: How can I place my order?

  1. Checkout directly through our website and pay with a credit card or PayPal.
  2. Contact us by email and we can set up a shopping cart with exactly what you need.
SHIPPING

Q: Does Retrofit Wholesale offer shipping outside the US?

A: Yes, we are currently shipping to Canada and will add more countries in the near future. For a shipping quote, please create an account and proceed through the checkout process on our website. Before you submit an order or provide any billing information, the website will display shipping options.  All import duties, taxes, and brokerage fees are to be paid by the recipient. Such fees are not included in the shipping or product cost paid to Retrofit Wholesale. Falsifying customs documents with artificially low declared or “gift” values is against the law and we will will not do it.

Q: What shipping options are available, how long will delivery take?

A: We offer shipping by UPS, DHL, and the US Postal Service. UPS offers guaranteed transit times for their overnight and expedited services. USPS offers estimated transit times for their Express and Priority mail services, but no guaranteed delivery dates. We take zero liability for delayed delivery on all USPS shipments regardless of the so-called “guaranteed” delivery dates that show when tracking a package online and cannot apply for postage refunds. Once a package leaves our distributor, the transit time is completely out of our control. Please beware that with USPS priority, parcel post, or first class shipments; the delivery time can vary all the way from two to sometimes thirty or more days depending on your location. Shipping costs are paid to the carrier are are non-refundable under any circumstance. These policies apply for all domestic and international shipments.

Q: Where do the parts ship from?

A: All items are shipped from our supplier in Atlanta, GA (The Retrofit Source). Orders generally ship within 24-72 hours. Our cutoff time for same day shipping is 1pm EST. If you place an order with overnight shipping (UPS only) we will extend our shipping cutoff time to 4pm EST.

Q: My Package is lost, what can we do?

A: If you do not receive your package and the tracking information shows that the package has been delivered you must notify us within 3 days of the marked delivery date so that we can initiate a lost package tracer with the shipping carrier you have originally selected. Replacement products will not be sent until the shipping carrier completes the tracer request and grants permission for replacement product to be shipped. UPS typically requires up to eight business days from the time the claim is started. USPS can require from five to ninety business days, and this may vary depending on your country/destination. Please note that this is the policy of the shipping carriers and not of Retrofit Wholesale. Retrofit Wholesale does not guarantee that any packages will be credited by the shipping carrier until this process is complete. Unless you selected the insurance option at checkout, refunds and/or replacements will not be given unless the carrier approves your lost package claim.

Q: I want my shipment insured, what are my options?

A: UPS shipments are automatically insured for $100 within the Domestic US. USPS shipments do not have any insurance by default. If you would like your package insured for its full value, you must add shipping insurance on the shipping option screen during checkout. With insurance, you will be covered against damage, loss, or any delivery related issues. If no insurance is added and you selected UPS shipping, you will only be covered for $100. If no insurance is added and you selected USPS shipping, unfortunately we won’t be able to guarantee any kind of resolution. Packages will be insured by Retrofit Wholesale to handle claims directly, so if you’re insured there is no waiting period for resolution.

Q: I got an email saying my order was “shipped” but my tracking number hasn’t updated, what do I do?

A: The USPS tracking number system is not very accurate, so even if an item has been shipped, their system may not recognize the tracking information immediately. UPS tracking information should show an update the night it was picked up. When shipping volume is high, sometimes the carriers don’t update their tracking right away – feel free to check with us if you’re unsure and we can confirm if the package is in the carriers hands.

Q: My tracking number says “delivered” but I do not have my item, what can I do?

A: Please contact the carrier with any questions about delivery problems. All shipping labels are generated electronically according to the address information given with your order. We are not liable for lost or stolen items unless shipping insurance was added. We will gladly assist our customer if there is a problem in any way we can though.

Q: When taking advantage of a free shipping promotion, Can I to choose what service is used?

A: No, Retrofit Wholesale reserves the right to default to any different shipping method if your order used a promo for free shipping. Free shipping offers/coupons are not applicable to any customers outside of the US, any orders solely containing closeout products, nor to any retrofitted lights performed by our retrofitter. If you must have an order shipped using a specific carrier/method, then no shipping coupons should be applied.

WARRANTY

Q: What is the warranty on my parts?

A: Please refer to the warranty page  for specific warranty information, as it varies depending on the brand, configuration, etc. All warranties are non-transferable and are only applicable to the original purchaser.

Q: How can I get a replacement for something that failed?

A: Please troubleshoot by switching components from side to side to isolate the problem. Once we have clearly identified which component failed; you will be issued an RMA number. Please send the product to us with the RMA number labeled “clearly” on the shipping label. A new part will be issued, generally within 1-3 business days after receiving the failed product. We will replace dead bulbs alone if the purchase was one year or less from the time of failure. If the bulbs are still under warranty and it has been more than a full year, we will replace the pair. OEM and Morimoto Parts must be returned for warranty service.  If an item is discontinued by the manufacture; it’s warranty is not void, but the part will be replaced with the current equivalent of the same product. No refunds or credit will be issued in lieu of replacements.

Q: What if my part is still partially working, do I still have to disable it first to be eligible for replacement?

A: In this case, we can collect a refundable deposit on a brand new replacement part, and then refund you for that deposit once the warranty image criteria is fulfilled. Please note that to be eligible for a refund on your deposit; the part must be replaced and your warranty image(s) must be sent in no later than 30 days from the date that the refundable deposit was placed.

Q: How are warranty replacements shipped?

A: Shipments of replacement parts will be made by USPS First Class Mail or Priority Mail and will be paid for by Retrofit Wholesale. Customer is required to pay shipping to send in the failed part. If you are outside of the US, you will be required to pay only the shipping costs involved to deliver your replacement part. If the customer desires any other shipping method (ie overnight) then they will be responsible for the associated costs above and beyond our standard warranty shipping method.

Q: What if something is missing from my order?

A: If you believe that an item is missing from your order; please help by sending us a picture of your order contents, the packing slip, and the packaging it arrived in. We will work together with you to help make sure you receive the correct/missing parts right away. Any missing or damaged-in-transit parts must be reported within 24 hours of delivery. Beyond that – we will not be responsible for such parts or any associated costs to deliver them.

Q: I opted for Retrofit Services. What’s covered under warranty?

A: Please refer to the Retrofit Services Page for details about warranty.