EMAIL SUPPORT:

CUST CARE: custservice@aircooled.net

VW QUESTIONS: vwtech@aircooled.net

RETURN REQUESTS:
returns@aircooled.net







Aircooled.Net Inc.
379 West 6500 South
Murray, Utah 84107 USA


Email: custservice@aircooled.net


PHONE (LEAVE A MESSAGE):
801-453-1906


We rely heavily on email as the most efficient and accurate way to serve our customers. Please only contact us by PHONE if you are unable to email for some reason, or if your situation (or tech question) is complicated.

We do NOT offer "formal" phone hours, but instead RETURN ALL MESSAGES (usually within 1-2 business days) at a time when we are able to focus on your situation/questions and aren't preoccupied with the flurry of shipments that we are shipping to waiting customers in the busy part of our day. We return calls DURING THE DAY at various times throughout the week as time allows, so please be prepared to wait a few days for us to call you back. If you are phoning for status of a backorder or order in process, you may receive your reply by EMAIL.


Return to Help Index
Shipping Methods, Costs, & Problems
How do I initiate a Damaged Package Claim?
 
My package arrived damaged. Do I accept or refuse it?
  Even if your package is visibly damaged, you should still SIGN FOR and ACCEPT IT. If you refuse it, it can invalidate carrier insurance and can also delay replacement order shipping. KEEP ALL OF THE PACKAGING MATERIALS – they will be needed for inspection if an insurance claim is necessary.

My order had damaged and/or missing items. What do I do?
If the box and/or packaging is breached, you should ACCEPT the package anyway, but then immediately compare the contents of the box against your invoice in order to ensure that no items have been LOST from the package in transit. If you discover that some of the contents of a breached package are lost (different from shorted, which is defined above!) or if the contents of your package are damaged in transit due to package mishandling, contact Aircooled.Net immediately (via email at custservice@aircooled.net), tell us specifically which items were lost or damaged, and we will initiate a package claim via the carrier. Package damage and loss claims ALWAYS require the cooperation and some paperwork on the part of you, the customer. Following procedure ensures that we can quickly reship lost or damaged items to you, in most cases.
Shipping Charge Policies
 
HOW MUCH WILL THE SHIPPING COST FOR YOUR ORDER?
It is Aircooled.Net's policy to pass along to customers shipping charges that approximate the ACTUAL costs associated with shipping, insurance, packaging materials and handling for their specific packages.

During checkout, our online system provides you with a shipping cost ESTIMATE at the time you place your order that is based on your selected products' size, weight, and shipping destination, and shipping method selected. But the shipping cost estimator is NOT able to take into account that some items cannot ship together due to potential for damage in transit; that some items must ship separately due to being dropshipped directly to you from the manufacturer, and a variety of other complex factors. Rather than impose an unfair system of shipping charges based on dollar value of order, we have opted to calculate and charge shipping costs according to actual package weights and dimensions at the time of shipment. This means that you will NOT know exactly how much your shipping charges will be until you receive your invoice. We realize and appreciate that this means our customers are TRUSTING us to be fair and honest. We will NOT betray this trust.

Understandably, some customers are wary to submit an order without a final total that includes shipping because they have been overcharged for shipping by internet or mail-order companies in the past. You have our word that Aircooled.Net DOES NOT engage in the unscrupulous practice of overcharging for shipping (or "ship gouging" as it is sometimes called). We have ALWAYS and will continue to provide proof and explanation of cost to any customer who ever questions their shipping charges. We encourage our customers to verify that the shipping amount charged for their package was calculated according to our stated shipping charge procedures by utilizing the available online ship cost calculators provided by the carriers we work with. (Simply weigh and measure your package when it arrives, then plug the details into the carrier's ship cost calculator - don't forget to input the value of the package for the additional cost of insurance!) And if you have any questions regarding the amount you are charged for shipping/handling, send us an email and we will explain ourselves to you - if we have made a mistake on the shipping amount (which has only happened twice in the past 5 years), you will get a prompt refund and apology from us.

SHIPPING COST OF BACKORDERS
It is the nature of the aircooled VW aftermarket and OEM parts business for items to sometimes suddenly become available again even after supply has been limited. Since we cannot offer any guarantee of in-stock status at the time that you order, you are responsible for the cost of shipping of any backorder shipments.

It is disappointing for our customers (and for us too!) when certain items go onto our backorder and/or temporarily unavailable list. As always, we will only charge the ACTUAL costs associated with shipping, insurance, packaging materials and handling (or in case of underweight shipments we charge our posted minimum shipping charge). As a general rule of thumb, however, if your order is split into MORE than 3 backorder shipments, we will often absorb the cost of any subsequent backorder shipments after the first 2 or 3. This means that we may also hold and collate backorders as they come in (i.e. won't send them one at a time).

SHIPPING SAFETY - ALL PACKAGES ARE SHIPPED FULLY INSURED
Aircooled.Net adheres to stringent packaging standards, and sends all packages fully insured in order to protect your shipment. Orders valued at more than $100 will most likely be shipped with "signature required" (because if we don't require signature upon delivery and your package is stolen from your porch or mailbox after being delivered, the lack of signature will result in a denial of the insurance claim).

After 17 years in business, we are proud to boast an extraordinarily LOW incidence of damaged package claims. Package loss, on the other hand, is entirely a function of your shipping carrier. We have an excellent track record for packages arriving, but in the event an insurance claim is denied, we will not be held liable. UPS is MUCH faster (and have less red tape) at processing lost package claims than the US Postal Service. So if speed of both delivery and claim processing is important to you, choose a UPS shipping method for your order.. In the case of lost and damaged shipments, carrier reimbursement application procedures ALWAYS require customer cooperation, and patience. Some claims (mainly with the US Postal Service) have been known to take 4-6 months to trace and complete.

SHIPPING QUOTE REQUESTS
Our online checkout system will provide you a shipping cost ESTIMATE when you place your items in your cart. Sorry, but with the exception of orders being paid by US Postal Money Order or Bank Wire Transfer, we do NOT provide order specific shipping quotes.

The bottom line is - shipping costs what it costs! And the carriers are the ones that keep increasing the rates year after year...If you want the products, then the shipping is just a necessary evil to get them to you. We do not engage in the practice of "shipping inflation". Since you already have our promise not to overcharge you on shipping, you can obtain a reasonably close estimate by visiting your carrier of choice's website and using the publically posted ship cost estimator software posted there. Our "Ship From" Zip/Postal Code is 84107. These websites are excellent tools, and we recommend that you use them if you are concerned or wondering what kind of shipping rates (ie. oversize, insurance cost, speed of delivery) will apply to your order.

Our refusal to provide provide shipping quotes is based on a lot of experience, and the reason is as follows: For our warehouse to calculate an order specific "shipping quote" that can be relied upon, the order has to be pulled, packaged and weighed. We are still a relatively small company and since manpower is limited, this ship quote procedure takes valuable time away from the expediting of already submitted orders, causing delays for the committed and eager customers who have placed their trust in us. Add to that that it has overwhelmingly been our unfortunate experience that after we go to the lengths necessary to provide an accurate shipping quote for people who are thinking about ordering, 9 out of 10 times, the order does not occur. Unfortunately, the "tire-kickers" of the world have spoiled it for those of you who truly intend to proceed with an order.
Why is Signature Required upon delivery?
  Aircooled.Net reserves the right to require a SIGNATURE upon delivery of your packages. We regret any inconvenience this may cause, but some shipping carriers require Signature upon delivery for the purposes of shipment insurance. In additiona, Visa and Mastercard strongly recommend that merchants require delivery signatures when an order is paid for by credit card in a non “face-to-face” transaction. Be advised that if you select a shipping carrier/method that requires a signature upon delivery, and you are not home when the carrier attempts to deliver the package, this can delay the delivery of your package. The carrier may opt to attempt redelivery another day, or may leave a signature card. In some cases, the carrier may opt to leave your package without requiring signature if they feel that the package can be left in a safe location. When this happens, the carrier assumes liability for loss or theft of your package.

We generally waive the signature requirement for orders valued at less than $50.00 USD. Customers may specifically request that we send their shipments “No Signature”, but must be willing to pre-pay for their order via a non-refundable payment method, and assume the liability for package loss.
About Shipping Cost Estimates in Cart/Checkout
  When you select a shipping method during checkout or in your Autopart Cart, you will be provided a shipping cost ESTIMATE. These are provided to allow you to get a rough idea of the difference in shipping cost between shipping methods and carriers, and are based on an estimated weight for the products in your cart. The amounts displayed may be higher or lower than your final shipping charge for your order, because your actual cost of shipping for an order depends on several factors that cannot be predicted with the shipping cost estimator tool.

Click here for more information on how we calculate final shipping costs.
Free Shipping Promotion Details - Aircooled.Net VW Parts
  APRIL FOOL'S DAY FREE SHIPPING EVENT!!
Free Shipping for Orders placed April 1st 2012 from 8am - Midnight (MST)!

Promotion Valid for orders of $75 or more shipping within the Continental US.
NO OTHER PROMO CODES ARE VALID DURING FREE SHIPPING EVENTS. If you enter another promocode at time of order, we will honor the lower amount of either the code you used or the Free Shipping Discount. You will NOT receive both a discount AND free shipping.

Excluded Items include most heavy and/or large items (i.e. engines, transmissions, fenders, hoods,) as well as rental tools, truck freight orders, made-to-order items and some must ship separately due to fragile or strangely shaped items.


Non-US orders, AK, HI, Military, and US Territories orders instead use code 40112ADJSHIP to receive a shipping credit for orders placed till midnight (MST) April 1, 2012. Must Enter Code at time of order!

PLEASE NOTE: Product availability can vary and short-term backorders are common. Immediate shipment of requested products is NOT guaranteed. Orders are processed in the order that they are received and order fulfillment time varies. Product Images are representative only. Actual product may differ in appearance. Although every effort has been made to provide accurate pricing and product technical and vehicle application information, THIS CATALOG MAY CONTAIN ERRORS (typographical, photographic, or informational). Product prices are subject to change without obligation. In most cases we are able to honor advertised price, but in the RARE case a substantial price increase occurs, you would be notified and given the option to cancel. All information provided by Aircooled.Net (via website or email) is for USE AT YOUR OWN RISK. All products purchased should be checked and installed by a qualified mechanic. Since Aircooled.Net has no control over product installation, we will not be held liable for any consequential costs or damages associated with products purchased.