Frequently Asked Questions

Below you will find answers to your questions regarding rewards, policies, warranty info, returns, and more. In order for us to help as many people as possible, please review the following to see if the answer to your question might be here.

 

To contact us please use the blue chat button found in the bottom right-hand corner of the screen. If you would prefer to start conversation via email our address is support@importimageracing.com

 We enjoy giving you great service and like to add comedy to any situation, as we enjoy making our customers smile. We provide the best service available and work around the clock to improve each and every day. We are always willing to hear a customer out and have the ability to make some exceptions.

Open Hours:

SALES: Monday to Friday: 8AM - 10PM (Eastern Standard Time Closed Weekends)

SUPPORT: Monday to Friday: 8AM - 7PM (Eastern Standard Time Closed Weekends)

 

You will receive an email as soon as your order ships. You can use the account page or the chat in the bottom right to find tracking on an order. 

My account

 

Once an item is returned, your refund and the way your refund is issued will vary depending on the condition of the item and the overall age of the order. Your refund will be issued minus whatever fees were specified by your customer support representative upon receiving your RMA# and return information. Cancellations will be refunded in full unless noted otherwise. If a gift card is used, the refund amount will first be issued to your gift card then your second form of payment.

Note: It may take between 3-5 business days before your return is received, inspected, and processed.

How Refunds are Issued:
Refunds will be issued to which ever method used to pay. Import Image Racing will not refund an account we do not have on file or any other separate accounts.

Refunds issued by Credit Card take 3-5 business days to show on the customers end.

Refunds by PayPal take 1-2 business days to show on the customers end.

Refunds by Gift Card take 1-2 business days to activate.

Partial Refunds and Restocking Fees:
As specified in our Returns Policy the customer will be responsible for all shipping fees on a return. All returns are subject to a restocking fee, please make sure to ask your customer support rep. about the restocking fee for your return. Items that are damaged, missing parts, not in the original condition, or have obvious signs of use for reasons not due to an Import Image Racing error will be charged a full restocking fee of 15%.

We enjoy giving you great service and like to add comedy to any situation, as we enjoy making our customers smile, we provide the best service available and work around the clock to improve each and every day. We are always willing to hear a customer out and have the ability to make some exceptions.

When talking with the support staff, do not “be a dick” this will not help you. We are real people and treat you with respect, we understand you may be under a time line and we are happy to do our best to meet it. Most of our support staff are female, so remember, every time you yell, it’s at a pretty girl, we hope you feel terrible. Except Mason, he is a pretty male bear and he will give you hugs.

We want to get you your products, refunds, credit back as soon as we possibly can, It does us no favors to upset our customers or suppliers, with that being said sometimes suppliers, manufacturers, or even customers slow down these processes for our support team. Be sure and follow their questions, Check your emails for updates and work with us. This will ensure you have the best experience!

Not everything can go right all the time, the mixture of humans and computers can lead to an error every once in a while, if it is our fault or one of our suppliers faults, rest assured your covered by us. We take responsibility for what we sell. Knowing this, it is important that if you are unsure of a product or its fitment, you check with one of our friendly sales representatives before clicking the purchase button. Example- if you have a Subaru wrx sti and you order rx7 injectors, I’m not Sure why you thought that would fit, but that would be the customers mistake, not ours. If you ask one of our sales representatives to make a custom quote and provide them the part #’s it is up to you to make sure they work, they are following your wishes.

Now if you ask one of our sales representatives for a quote and they provide a wrong product, we have no problem covering it and making it right. First and foremost we are always fair.

“I haven’t received my refund yet!” Support works Monday Through Friday 9:30am to 6pm ET If you inquired 10 minutes before close, 10 minutes after ordering, or 10 minutes ago there is a good chance it hasn’t been Answered yet. After a weekend Support could have up to 200 requests, I don’t know about you, but I’ve never knocked out a full days work in the first 10 minutes of business on a Monday morning, we are working hard to answer each and every message. Every inquiry is important to us, just like every sale is important to us, no matter how small or large.

 

 

NO RETURNS
Items not purchased from IIR

Mount and Balance Wheel & Tire Packages
Clearance Items
Open Items
Used or Installed
Items Special Order
Items Incomplete Items
Items with Incomplete or Damaged packaging
Engine Internals
Electronics
Aerodynamics Parts
Body Parts
Oil and Aerosol Items
Subaru OEM Genuine Parts
Wheel Spacers

We enjoy giving you great service and like to add comedy to any situation, as we enjoy making our customers smile, we provide the best service available and work around the clock to improve each and every day. We are always willing to hear a customer out and have the ability to make some exceptions.

When talking with the support staff, do not “be a dick” this will not help you. We are real people and treat you with respect, we understand you may be under a time line and we are happy to do our best to meet it. Most of our support staff are female, so remember, every time you yell, it’s at a pretty girl, we hope you feel terrible. Except Mason, he is a pretty male bear and he will give you hugs.

We want to get you your products, refunds, credit back as soon as we possibly can, It does us no favors to upset our customers or suppliers, with that being said sometimes suppliers, manufacturers, or even customers slow down these processes for our support team. Be sure and follow their questions, Check your emails for updates and work with us. This will ensure you have the best experience!

Not everything can go right all the time, the mixture of humans and computers can lead to an error every once in a while, if it is our fault or one of our suppliers faults, rest assured your covered by us. We take responsibility for what we sell. Knowing this, it is important that if you are unsure of a product or its fitment, you check with one of our friendly sales representatives before clicking the purchase button. Example- if you have a Subaru wrx sti and you order rx7 injectors, I’m not Sure why you thought that would fit, but that would be the customers mistake, not ours. If you ask one of our sales representatives to make a custom quote and provide them the part #’s it is up to you to make sure they work, they are following your wishes. Now if you ask one of our sales representatives for a quote and they provide a wrong product, we have no problem covering it and making it right. First and foremost we are always fair.

Why am I being charged a restocking or cancellation fee? If you clicked the agree to terms button (which you do before checking out) then you have already agreed to being charged a restocking fee. Suppliers and manufacturers charge us a minimum of 15% if a customer decides They do not want a product anymore. Shipping is not included in this number and will be an additional fee. In reality we are losing money on every return, as we have to pay our support staff to assist you, shipping department to send and receive the products, inspect Them and remarket them “My items are not returnable because I didn’t package them well, I don’t think it’s fair” We sent you new products, and you were careless in returning them to us, now the items appear to be in a used state upon receiving. Since we only sell new products unless notated, We cannot sell a new item and accept back a used one, so this will be either denied, or carry a much larger fee. Package your products well, we want to give you the most we can back. We are not in business to collect a huge pile of returned items, we lose on every single Return (feel free to browse ebay for all of our returns, you could find a heck of a deal.

“I was drunk last night and ordered car parts, now my significant other is going to kill me” Sorry bro or bra, if you pressed the order button there is a good chance the parts are already on their way, we cannot waive the fee, be more responsible with your drinking.

“My mom is going to kill me, I need to return these items” Install the parts and enjoy them, beg mom for forgiveness, she gave birth to you, she’ll understand! Maybe give her some foot rubs, mow the lawn, or take out the trash to help pay her or your dad back.

“My tuner said I cannot use this product” Although they can be like rockstars, it is up to you to consult them before clicking the purchase button, fees will not be waived because the wind changed directions and your amazing tuner had a change of heart this week.

“My part doesn’t fit, I need to send it back” We ask for pictures and detailed information, if it is a manufacturer issue, we will work with you to get this corrected as soon as possible. If it is a product we commonly sell and your Mechanic is just lazy, we will not accept it back.

“I installed this product(s) on my car already, drove the car or ran the engine with the products installed, and the sound wasn’t exactly what I wanted” They are yours now, there are tons of videos on youtube, make sure the exhaust, headers, blow off valve, turbo Or any other item don’t blow enough vape clouds or not loud enough to break your ear drums, these products are yours when they are installed.

“I curbed my wheels, do you have touch up paint?” Be careful, don’t ruin your new set of wheels like you do everything else in your life. Also be sure to use our premium mount and balance service so that Joe Shmo at the local wheel and tire place Doesn’t damage your new wheels, our professionals are highly trained in the art of mounting and balancing as well as shipping and handling.

“My blow off valve makes a psh pshhh pshhh sound, not a PEEE-EWWWW sound that I wanted” Should have checked youtube bro, it’s yours.

“My Exhaust doesn’t shoot flames, or snap crackle and pop” No worries, consult your tuner, they will make you a tune just for this.

“My coilovers are making a sound” We know you probably are a master in installation and know to check preload before messaging us…right? This is the first and most common error we find on driveway installers, not that there is anything wrong with this, We hope you paid your friends in pizza and beer and are enjoying your products purchased from us.

“I sent a request for tracking or an order update and do not have it yet” Support works Monday Through Friday 9:30am to 6pm ET If you inquired 10 minutes before close, 10 minutes after ordering, or 10 minutes ago there is a good chance it hasn’t been Answered yet. After a weekend Support could have up to 200 requests, I don’t know about you, but I’ve never knocked out a full days work in the first 10 minutes of business on a Monday morning, we are working hard to answer each and every message. Every inquiry is important to us, just like every sale is important to us, no matter how small or large.

Don’t be that guy that makes an appointment with a tuner and then is mad about not having a product that they didn’t expedite shipping for. Wait til you have the products in your hand to make the tune date, we want it to go well for you!

Exterior items- “My huge wing blocks my rear view mirror” Should have got the sky scraper model bro!

Electronics- We cannot take back Super blinky lights or the latest electronics fad unless they are sealed in the original box (some manufacturers have a seal, if broken, the return will be denied)

Wheels and Tires that have been mounted- It is up to you to check fitment before, if you do not know what offset is positive or negative, please consult a professional here before clicking the order button.

Any palletized order, fees are outrageous with home delivery, you will be better off reselling this item, it commonly costs $170-$300 in the usa per pallet, each way.

Turbo kits, supercharger kits, or custom items. You clicked the order button, it is yours. We hope you go super fast and beat all the records!

Thank you for reviewing our return's policy. Please fill out our online form to process your return.

 

 

Cancellations: Any orders can be canceled prior to shipping. Contact us immediately to cancel your order with your full name, order number, reason for canceling, and the items you want to cancel. Cancellations are subject to fee of 10% of the original purchase price. These are fees we are charged directly from the vendor and credit card processors which is what is costs us to process your original transaction.

If you order and cancel a product it costs us money to pay employees to work, process, cancel, interact, as well as processing fees. Unless an item is out of stock you will pay a minimum of 5 percent to cancel your order regardless of the reason. We have overhead and each interaction costs. If you have any questions, speak with a representative prior to ordering.

Why am I being charged a restocking or cancellation fee? If you clicked the agree to terms button (which you do before checking out) then you have already agreed to being charged a restocking fee. Suppliers and manufacturers charge us a minimum of 15% if a customer decides They do not want a product anymore. Shipping is not included in this number and will be an additional fee. In reality we are losing money on every return, as we have to pay our support staff to assist you, shipping department to send and receive the products, inspect them and remarket them “My items are not returnable because I didn’t package them well, I don’t think it’s fair” We sent you new products, and you were careless in returning them to us, now the items appear to be in a used state upon receiving. Since we only sell new products unless notated, We cannot sell a new item and accept back a used one, so this will be either denied, or carry a much larger fee. Package your products well, we want to give you the most we can back. We are not in business to collect a huge pile of returned items, we lose on every single return.


“I was drunk last night and ordered car parts, now my significant other is going to kill me.” Sorry bro or bra, if you pressed the order button there is a good chance the parts are already on their way, we cannot waive the fee, be more responsible with your drinking.

“My mom is going to kill me, I need to return these items.” Install the parts and enjoy them, beg mom for forgiveness, she gave birth to you, she’ll understand! Maybe give her some foot rubs, mow the lawn, or take out the trash to help pay her or your dad back.

“My tuner said I cannot use this product.” Although they can be like rockstars, it is up to you to consult them before clicking the purchase button, fees will not be waived because the wind changed directions and your amazing tuner had a change of heart this week.

“I sent a request for a cancellation and haven’t received an update yet.” Support works Monday Through Friday 8am to 11pm ET. If you inquired 10 minutes before close, 10 minutes after ordering, or 10 minutes ago there is a good chance it hasn’t been Answered yet. After a weekend Support could have up to 200 requests, I don’t know about you, but I’ve never knocked out a full days work in the first 10 minutes of business on a Monday morning, we are working hard to answer each and every message. Every inquiry is important to us, just like every sale is important to us, no matter how small or large.

“My part is out of stock, what do I do bro!?” Generally we will offer you an alternative if one exists on the market, it is very possible for an item to be on back-order or low on stock. Import Image Racing specializes in carrying the most stock of hard to find items. And wants to fulfill every need.

Contrary to what some may believe there is not a magical machine that prints out car parts due to this if you know you’re going to need a product we suggest you order ahead of time to prevent waiting on back order don’t wait till last minute as your deadline may not be met however we will do our best to get your products as soon as possible.

 

Import Image Racing ships via multiple carriers such as FedEx, UPS, USPS, and DHL. We cannot guarantee the shipping company used to deliver your products. Your order may be shipped in multiple boxes from different carriers. Orders take 24hrs to process and transit times vary. Shipping cutoff for IIR is 3:30pm EST. Items that do not charge shipping will have a fee added such as large items like Hoods, Trunks, Fenders, etc… Anything requiring extra freight as they are truck freight only. Check with your Import Image representative for details. International orders are subject to higher shipping fees then notified on the site and we reserve the right to add to it.

Seibon Products: Your product can be shipped to you from your dealer, or directly from SEIBON. Seibon examines and double-packs every item before shipping. However, due to the sizes of most items, handling can be awkward, and sometimes trucking staff do not handle them carefully. We must count on the consignee to examine the product’s condition upon receipt. If you notated all damages on the delivery receipt (which you should), then you can file a claim with the trucking company. You can also contact your dealer to obtain supporting documents from us, if required by the trucking company.

Any modifications to an address after the order is placed is subject to a fee. The flat rate fee for a single smaller package is $20, and for larger or multiple packages the fee is not limited to $60.

“I ordered on Sunday night at 11:59pm with overnight shipping and it didn’t arrive Monday morning at 2am” Yeah, I can’t really believe you expected it to, as usps, ups, and fedex aren’t open during these times. Be realistic with your requests, we are available to ship Monday through Friday 9:00 am to 6pm ET Sometimes we do ship later, if you need an item fast, be sure to send an email inquiry and we’ll be able to tell you the Shipping cut off on the brand and when to expect it.

“I ordered a product Saturday night at 10PM and it’s not here on Sunday” Not even Amazon can accomplish that. See the above statement.

Don’t ask Josh for a tracking number. There are 20 employees here and a tracking department, I promise you, Josh doesn’t have the tracking number, he doesn’t even have access to the support and tracking system.

“I sent a request for tracking or an order update and do not have it yet” Support works Monday Through Friday 9:30am to 6pm ET If you inquired 10 minutes before close, 10 minutes after ordering, or 10 minutes ago there is a good chance it hasn’t been Answered yet. After a weekend Support could have up to 200 requests, I don’t know about you, but I’ve never knocked out a full days work in the first 10 minutes of business on a Monday morning, we are working hard to answer each and every message. Every inquiry is important to us, just like every sale is important to us, no matter how small or large.

“My part is out of stock, what do I do bro!?” Generally we will offer you an alternative if one exists on the market, it is very possible for an item to be on backorder or low on stock. Import Image Racing specializes in carrying the most stock of hard to find items. And wants to fulfill every need.

“The part isn’t on your website, but I want your awesome service and pricing” No problem! Get with one of our sales representatives and we’ll make you a custom quote! Whether it’s for your “Brodozer” Your drift machine, your crowd killing mustang or other American car/truck, Asian import or your pretty Euro.

To prevent fraud, all shipments over $500 they must be signed for. We will make three delivery attempts, which must be received by the recipient. Failure to receive the delivery within these three delivery attempts, will result in a shipping charge After the package is redelivered to us as well as a charge to reship the item to you.

 

All products carry the Manufacturer's warranty. Import Image Racing is a distributor/reseller of these items and does not manufacture parts in any way. In the unfortunate event of any product failure, all warranty claims must be made through the products original manufacturer and we will be glad to assist with it. Each manufacturer has different guidelines so we appreciate your patience in handling these claims but will do our best to get you a resolution as soon as possible.* * Please note that Walbro fuel pumps have no warranty.

My Product broke, now I will not set the world record 14 second ¼ mile record. Rest assured we will do our best to work with the manufacturer and you. Hopefully they take as much pride in their work as we do, with over 120 different manufacturers, we can openly Say some care more than others. Buy quality products and you will not have this worry. We will do our best to get you a new product if it is warrantied as soon as possible by the respective company.

THERE IS NO WAY WE COULD POSSIBLY THANK YOU ENOUGH FOR YOUR PERSONAL SACRIFICE BUT PLEASE ACCEPT A DISCOUNT IN GOOD FAITH, KNOWING THAT WE VALUE YOUR HARD WORK AND APPRECIATE YOUR SERVICE.

DISCOUNT AVAILABLE TO THE FOLLOWING:

Active Duty Military
Veterans
Reservists
Law Enforcement
Fire Personnel
EMS Personnel

HOW DO I RECEIVE MY DISCOUNT?
Chat with us through the red chat button in the bottom right-hand corner of the screen. We will need to verify your information prior to completing your order.

APO/FPO SHIPPING IS AVAILABLE:
We will supply custom shipping quotes to get you your parts as quickly as possible!

*Military discount is excluded on some brands*

We have partnered with Affirm, Klarna, Acima, Paypal Credit, Snap Finance, and now Zibby to give you a simple way to make your purchase with no hidden fees. Get pre-approved today!

Learn More About Our Financing Options

Watch Our Financing Info Video

What does it take to join IIR's partial sponsorship?

What do I need to qualify? To be considered for the Import Image Racing partial sponsorship program, you need to have purchased products from Import Image Racing. Why? We do not invest time or money into vehicles with products purchased from other resellers.

What is expected of an Import Image Racing partially sponsored customer? To represent the brand to the fullest of your extent on social media such as Facebook and Instagram, remember this is a business so the more followers and reach you have, the more interested we will be. Being active in the Facebook groups and tagging your favorite company and representatives help show your loyalty to the brand.

Learn more & Apply Now

 

 

If your order requires any additional requests please chat with a sales representative via our chat. We do not accept special requests via Paypal order notes. We only accept requests placed using the tools on our direct website for item customization. If you need additional assistance please chat with us so we can tailor to your needs.

 

 

Import Image Racing requests your basic contact information such as name, address, email address, and telephone number in order to properly fill your order. We will never sell, give, or provide this information to any other agency. Period. We get spam e-mail, junk mail, solicitors, and telemarketers too and know how frustrating they can be. We protect your information, so when you place an order with us you can rest assured that it is kept safe and confidential. All credit card transactions are processed on a secure server. We offer most all popular forms of online payment, choose your favorite and feel secure in your purchase.

 

Purchases are subject to sales tax based on state and local tax rates. These rates and the laws governing them change frequently. Though we cannot list them all here, we do maintain the sales tax within our website and the tax you see at checkout is what we are legally required to charge.

All orders picked up locally at our Florida warehouse are subject to sales tax regardless of customer's address.

 

All products sold through Import Image Racing LLC and importimageracing.com are for racing and off-road use only, unless clearly stated otherwise. They should never be used on public streets or highways. Check your local laws regarding such use in your state.

We are not responsible for failure to comply with Local, State, or Federal laws regarding motor vehicles. We highly recommend professional installation by a competent mechanic for all products we sell.