ORDER PROCESSING FAQ
Welcome to Nightmotorsport's comprehensive page designed to address the most frequently asked questions about order processing and inquiries regarding your placed orders! We have tailored these answers to align with the Nightmotorsport brand and its core values. For more information, please refer to our official policies available here:
When can I expect updates on my order?
How do you process orders?
At Nightmotorsport, our automated systems tirelessly operate round-the-clock. However, our dedicated human team works diligently from Monday to Friday, excluding major holidays. It is worth noting that although your order might be processed outside of our regular business hours, any cancellation requests are subject to the policies outlined in our terms of service.
Can I cancel my order? If so, how can I go about it?
At Nightmotorsport, we prioritize customer satisfaction and aim to accommodate cancellation requests to the best of our abilities. While we strive to fulfill every request, please understand that we may not be able to cancel every order. If you find yourself in need of canceling an order, it is crucial to contact us via email at email@example.com as soon as possible. Kindly note that our automated systems operate hourly to aid our order processing team, and qualifying orders may be automatically fulfilled. Therefore, it is essential to reach out to us promptly. While we make every effort to catch orders before they are picked by our warehouse staff, we cannot guarantee cancellations. Once an order is accepted into our system, we assume it to be correct and process it promptly.
I requested to cancel my order, but it has already been processed. What should I do now?
At Nightmotorsport, we understand that situations can arise where an order is already in the process of being fulfilled, making cancellation challenging. If our processing team was unable to cancel your order due to it being in stock and released to our warehouse, we kindly ask you to accept the delivery. You can then initiate a return following the guidelines outlined in our Returns and Exchange FAQ.
Why couldn't my order be cancelled, especially when there was no tracking information yet?
We appreciate your curiosity regarding this matter. Nightmotorsport prides itself on its extensive network of internal warehouses, third-party logistics, and manufacturer warehouses. This broad inventory range ensures a wide selection for our customers. However, once an in-stock order is released to the warehouse (internal, third-party, or manufacturer), it becomes challenging to cancel due to various system limitations. It is possible that the order has already been picked, packaged, loaded onto a truck, or is in the process of being fulfilled.
My order was out of stock, and I'm willing to wait. How will I receive updates?
At Nightmotorsport, we value your patience and understanding. Once our order processing team reaches out to you with the expected shipping date for items that are temporarily unavailable, we will lock in your order and provide you with the most up-to-date arrival date for monitoring. If the expected ship date arrives without your order being processed, we kindly ask that you wait for an additional 24-48 hours before reaching out to our support team. This grace period allows our warehouses to update the inventory. In recent times, some manufacturers have experienced slight delays and may not provide us with new information before the expected ship date.
My order was out of stock, but I have now decided to cancel it.
Rest assured, we understand your decision. Unless specifically labeled as a special order, we are usually able to accommodate cancellation requests for out-of-stock orders as long as they have not entered the processing stage. If you wish to cancel an out-of-stock order, we kindly ask that you reach out to us at least 3-5 business days before the expected ship date. This timeframe allows us enough time to complete the necessary paperwork and ensure that your order is canceled before the inventory arrives. It's essential to contact us within this timeline to give us ample opportunity to fulfill your cancellation request.
However, if your order was labeled as a special order, the cancellation process may differ. Special orders are typically non-refundable and, in the rare cases where cancellations are possible, cancellation fees may apply. These fees are often equal to or greater than 50% of the product cost. This is because once you confirm a special order, the manufacturer and distribution network begin working exclusively to fulfill it, making cancellations more challenging.
I selected FedEx as my preferred shipping method, but I received my order shipped with UPS. Why did this happen?
Nightmotorsport operates multiple warehouses to ensure a wide range of inventory availability. Each warehouse may have its own standard shipping methods that may not perfectly align with the options presented on our retail website. However, please rest assured that our team has taken measures to dispatch orders with equivalent service levels. For example, if you chose FedEx Next Day Air but the order is being released from a third-party warehouse that does not utilize FedEx, we dispatch it with an equal carrier such as UPS. Our priority is to get your order out the door and on its way to you, even if it means utilizing a different carrier than initially selected.
I opted for overnight shipping, but I did not receive the package the next day. What should I do?
We understand your concern regarding the delivery time of your expedited shipment. Let's address a few important points. Firstly, please note that our standard processing time of 1-2 business days applies to all orders, regardless of the chosen shipping method. It's important to understand that selecting a priority shipping method does not guarantee expedited processing. We do not offer expedited processing services for orders.
Additionally, the delivery timeframe may be influenced by the shipping carrier. For instance, unless you specifically selected "Saturday Delivery" during checkout, none of our express shipping methods include weekend delivery. Therefore, if you placed an order with FedEx Next Day Air on a Friday without choosing Saturday Delivery, the earliest you can expect to receive it would be the following Monday, as FedEx considers their express services to be "business day transit times."
In the unlikely event that we dispatch your order using a qualifying express service with a delivery guarantee, and the carrier fails to meet the promised delivery date, we will work with the carrier to seek a shipping refund or provide a partial credit for the missed service. However, please note that most shipping carriers do not refund transit fees for shipments affected by natural disasters, weather-related delays, or other circumstances defined as "acts of God." If you believe that your shipment did not meet the delivery service guarantee, please contact us via email at firstname.lastname@example.org. Please be aware that orders fulfilled with ground or home delivery services do not have delivery guarantees, and any delivery dates provided by shipping carriers for these shipments should be considered as estimates.
My order contained multiple items, but I only received one tracking number.
When an order consists of multiple items sourced from different brands or warehouses, it is common to receive multiple tracking numbers as the order is being fulfilled. This situation may arise when one item is shipping from our Connecticut warehouse while another item is being dispatched from a third-party warehouse in Pennsylvania. Alternatively, if all items are shipping from our Texas warehouse but require multiple packages, you may receive different tracking numbers. It is important to carefully review the tracking emails you receive to associate each tracking number with the corresponding item in your order. This will help you keep track of the progress and expected delivery of each individual item.
At Nightmotorsport, we strive to provide clear and concise answers to address your concerns about order processing and related inquiries. We are committed to ensuring a smooth and satisfactory experience for our valued customers. If you have any further questions or need additional assistance, please don't hesitate to reach out to our dedicated support team. We are here to help you every step of the way.