Customer Support


RETURN POLICY

IMPORTANT - SAVE YOUR INVOICE!

Thank you for your order.

Your order was inspected and carefully packaged by professionals before leaving Kirban Performance Products. If there is a problem with your order, please call our office to remedy the situation. We appreciate your business and want to keep you as a customer for a long time. Customer support and quality service is our priority. If you have any questions, concerns, or ideas, please call at 215-766-1611 or email us at - [email protected]

Once you receive your order, check the package to be sure any necessary installation instructions are included. If instructions are needed but are missing, contact our office. (Not every product includes instructions.)

DAMAGE CLAIMS -

All products leave Kirban Performance Products in good condition. If the package is lost, opened or damaged in transit, contact us within two business days of receiving the package.

If there is any visible damage upon receipt of your shipment, note the damage (with UPS) before signing for your shipment. It is the responsibility of the carrier to make sure your order arrives in the same, good condition in which it left our warehouse.

Once you have reported the damage to us, we will contact UPS to make arrangements for the package to be picked up for review.

If all or part of your order was damaged in transit, we MUST report this damage to the CARRIER (UPS) as soon as possible. Any items damaged during transit, is the responsibility of the carrier.

Repackage any damaged merchandise in the ORIGINAL shipping carton, together with all packaging material, and notify Kirban Performance Product to arrange for pick up. DO NOT RETURN THE PACKAGE TO US. DO NOT RETURN ANY MERCHANDISE THAT HAS BEEN DAMAGED TO KIRBAN PERFORMANCE. Claims must be made through the carrier.

CALL Kirban Performance Customer Service to arrange for a replacement or assistance. Damaged items will be replaced only after we receive compensation from the shipping carrier.

SHORTAGES

Inspect your merchandise and invoice to be assured you have received all of the items for which you have been charged. All shortages must be reported within THREE days of receipt of shipment. After this period, we cannot be responsible for inaccuracies. If you believe you are missing an item(s), please refer to your invoice to check if it has been back ordered. Use care when unpacking your shipment; open all boxes and unwrap all packaging. Small items may be in an envelope in the box to insure their safe arrival. It is not unusual for multiple box shipments to arrive over 2-3 days, even when all are shipped at the same time.

BACK ORDERS

Your entire order may not have been in stock when you placed your order. Any items not available for immediate shipping will be indicated by the letter “O” on your invoice, indicating it is on back order. Items that are indicated as being on back order will be shipped without notice.

PARTS GUARANTEE / WARRANTY INFORMATION

All reproduction, aftermarket and new parts are guaranteed against defects in manufacturing and workmanship. Liability of Kirban Performance Products is limited to replacement of the defective part, credit or refund. Our products carry a 90-day manufacturer’s warranty from the date of your invoice, unless otherwise noted. No other warranty is expressed or implied. See product description for any additional manufacturer warranty information.

Please notify us as soon as possible about merchandise that is not to your satisfaction. When installing any part, make sure all items are properly secured and all directions are followed.

Any defective parts MUST be returned BEFORE we can send you a replacement part. Customer will pay freight on all returns or product cores (e.g., turbo units, brake units, steering wheels). Reasonable shipping charges only for defective merchandise will be refunded.

RETURNS

All returns (other than defective items) are subject to a 10% restocking fee. Books, decals and special order items are not refundable. Returns may be made at any time within the 30-day period from the date of purchase and must include a copy of the original invoice. All parts returned (unless defective) after the 30-day period will be refused.

Any returns or product cores (e.g., turbo units, brake units, (steering wheels) must be sent freight prepaid to:

By USPS (mail), UPS, or Federal Express -

KIRBAN PERFORMANCE PRODUCTS
529 HAYCOCK RUN ROAD
KINTNERSVILLE, PA 18930

USED PARTS ARE NOT RETURNABLE (except for defective within the 90-day period).

We appreciate your business,
Kirban Performance Products


INTERNATIONAL SALES and SERVICE -


Because of limitations on this web site, international shipping costs are estimated. CANADIANS and OVERSEAS customers MUST call for accurate shipping costs. Orders requiring one-day, two-day or three-day air shipping must call for accurate rates and availability.


In our experience, we prefer to use UPS as the shipping carrier. They are able to track packages efficiently and are responsive whenever there is any problem with damage or loss of a shipment. We typically ship by UPS, other than for some printed literature which may be sent by USPS/Mail.

We have had customers insist on having their order shipped by USPS. However, USPS usually takes longer to deliver the package, and any missing packages cannot be traced until after 60 days from the date of shipping.

We try to work with our international buyers for the safest, most reasonable, and traceable shipping options. You can also specify the use of your own shipping service account number, such as Federal Express. Call for details BEFORE submitting an order online.

International and Canadian customers are responsible for any Customs charges.

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