FAQ - SHIPPING - RETURN POLICY - WARRANTY

Shipping & Handling Rates for Online Orders

Shipping rates are calculated automatically when you add items to the shopping cart and enter your shipping info. The rate is pulled directly from the UPS Ground rate charts, and BLACK+GRAY adds a nominal handling fee (see below).

UPS Ground Time-in-Transit Map (guaranteed by UPS*)

Q: What are these shipping costs on my receipt?
A: Our shipping costs are pulled directly from the UPS Ground rate sheet. In addition to UPS shipping charges, BLACK+GRAY also charges an additional handling fee.

Q: What is the handling fee for?
A: Look, someone has to pay the guy to fulfill your order. We think it should be you. Your handling fee buys you a lovingly packaged product which will arrive to you intact. This also pays for incidental shipping costs such as envelopes, boxes, labels, tape, bank and merchant account costs, and coffee and cigarettes.

Q: What other shipping methods do you use?
A: We use UPS Ground for 98% of our shipping. If you want your shipment faster we can use any of the other UPS methods (3 Day Air, 2nd Day Air, Next Day Air) for an additional charge, please CALL. If you really, really insist we can hike down to the post office and ship US Postal Service, but this is surely an additional charge. Please, CALL

Very Important Note:
Our automatically calculated shipping charges (using PayPal) are for UPS Ground, within the continental United States only. If you live anywhere else or prefer any other shipping method, you must CALL .If you place the PayPal order anyway your order will NOT be shipped until you are successfully contacted and you make the additional payment necessary. This will incur an additional $3.00 service charge ,as this requires a fair amount of leg work and we are charged each time a payment is accepted. In short, CALL.

Q: Where's my s**t?
A: If your order shipped using any UPS method (and we have a valid email address) you will have received a UPS tracking number via email. This email contains a link to the UPS web site where you can see when the shipment was billed, sent, where it's been along the way, and when it is expected to arrive. If it was delivered it will tell you when and where and who signed for it.

Q: When is my order shipped?
A: All orders received by noon EST go out the same day. Orders received after noon EST go out the next business day. Orders placed on Saturday and Sunday go out on Monday. Orders placed on major holidays go out the next business day.

Q: What payment methods do you accept?
A: We currently accept Visa, MasterCard, Amex, and Discover (and PayPal payments) if you pay thru PayPal's system. If you call, we can accept Visa or MasterCard. Mail-in orders can be check or money order. We do not accept cash unless you walk into our shop and hand it to someone who works here. In that case your shipping is free.

Q: I'm afraid of the internet. What about security?
A: Don't be afraid. We accept PayPal payments online because they manage the entire transaction, and their only business is performing secure transactions. We don't handle or even see your credit card information. Our business is motorcycle stuff. To see what PayPal has to say about security click here.

Q: I decided that I don't want an item after I received it. What's your return policy?
A: If you want to return a product, call us first to authorize the return.

• Any item that has been used, visibly "tried" or not in it's original packaging and condition cannot be returned/refunded.
• New, unused items returned within 15 days of delivery will receive a full refund of the product's price.
• New, unused items returned after 15 days of delivery will receive a refund less a 20% restocking charge based on the product's price.

Q: I decided that I want something different. Can I exchange an item?
A: If you want to exchange a product, call us first to arrange the exchange.

• You may only exchange new and unused items within 30 days of delivery for another item.
• We will adjust your account accordingly once we receive and process the returned item from you.
• An adjustment will be applied based on the prices of the products you are requesting. Exchange adjustments only include the product price and do not include the original shipping and handling charges.
• If the adjustment results in a credit (including the returning shipping and handling), we will issue you refund of the difference.
• If the adjustment results in a "balance due" (including the returning shipping and handling), you will be charged for the difference.

Q: How do I get my return or exchange refund from you?
A: In most cases, we'll issue a refund in the same form of payment originally used for the purchase or a BLACK+GRAY check will be sent within 5 business days of receiving your return.

Q: I'm missing some parts. How do I get them?
A: If you are missing some parts or components from your order, give us a call within 15 days of delivery and we will get you the parts that you need.

Q: I received a damaged item or the wrong item. What do I do?
A: If you received a "damaged" product, we'll replace it. If we sent you the wrong item, we will send you the right one. We will pay the return shipping costs only if the return is a result of our error. Call us first within 15 days of delivery and we will send you a postage-paid UPS Return Shipping label. Simply re-package the product, apply the UPS Return Shipping label and drop the box off at any UPS Pick-Up location. We will send out a replacement as soon as we receive and process the returned item from you.

Q: What is the warranty on your products?
A: All of our products have a 1 year manufacturer warranty which covers products that are defective due to materials or workmanship. Defects that have resulted from improper or unreasonable use or maintenance are not covered.

Call us, we're here M-F from 9AM to 6PM, EST, and often on weekends at random hours