- My order was declined but you charged me! Innovative Mounts charged me twice (or more)!
If your transaction was not approved for any reason, your account may appear to have been debited even though it was not. This is due to the way the banking transaction occurs. When you order using a credit or debit card, the system first checks for availability of funds. If the funds are available, the system will automatically reserve those funds to secure the order. At this point, the system will verify the remaining information, such as billing address, card code, etc. If the transaction fails at any of these points, your bank will decline the transaction. However, since the account funds were reserved at the beginning of the transaction, it may take anywhere from 3-5 days for your bank to record the declined transaction and drop the authorization. Some banks can take up to 30 days to drop authorizations so you must contact them to find out for sure when the funds will be released. We at Innovative Mounts do not get credited for any order that is declined. The temporary appearance of a debit is simply a reflection of the time it takes your bank to recognize and record the cancelled purchase and releases the pre-reserved funds. If this occurs, please check your account in a few days, maybe sooner depending on your bank, and you will notice that those funds were never in fact withdrawn from your account.
- What payment options does Innovative Mounts accept?
Innovative Mounts accepts MasterCard, Visa, Discover, and American Express. This includes debit cards with a MasterCard and Visa logo. For your protection, we security check all credit card orders. You will need to enter the full billing address for the credit card, as well as the security code on the back of the card, in order for your card to be approved. Because of policies with our credit card companies, we have the right to require your order to be shipped to the billing address of the credit card.
Innovative Mounts does accept PayPal as long as the address in the PayPal account is a confirmed address. Because of PayPal policies, Innovative Mounts can only accept and ship orders to addresses that have been confirmed. Innovative Mounts reserves the right to allow customers to utilize unconfirmed PayPal accounts.
Innovative Mounts accepts wire transfers for international orders. In order to send a wire transfer, add the items that you would like to purchase to your cart and follow the check out steps. When you get to payment options you will see a payment option called "Wire Transfer." Select that option and continue the check out process. You will be given the wire transfer instructions and Innovative Mounts 's banking details so that you can send your payment. Wire transfer orders are only held open for 14 days before they are canceled, Innovative Mounts must receive your payment before the 14 days have expired.
- Is my order secure?
Shopping with Innovative Mounts is safe and secure. We use the most advanced and up-to-date form of data encryption on the market today. It is actually safer to buy online with Innovative Mounts then it is to buy from most local retail shops or even over the phone!
- Does Innovative Mounts price match?
Whenever possible Innovative Mounts will price match the advertised total price (price including all shipping and handling charges) from any legitimate retailer. The price must be listed in a magazine or newspaper ad or listed on an open to the public online store. Innovative Mounts will not price match prices listed on any auction based website as they are often not legitimate retailers. We will also not price match special group discounts or sale prices. If you are interested in having Innovative Mounts price match an item, please email sales@innovativemounts.com with a direct link to the product from the website that is selling for less than Innovative Mounts . We will verify the information before matching the price and get back to you as soon as possible. Most of the time, if the price is legitimate, Innovative Mounts will adjust our pricing so that every one of our customers can benefit!
- Innovative Mounts 's price is lower than the price that I paid, can I get a difference?
Innovative Mounts does its best to give our customers the best prices all the time and we are always working with the manufacturers to get even better pricing to pass onto our customers. Because of this constant work to lower prices, sometimes prices change. Often times when you see a price go down it is because our price went down. So, every part that was sold before the price decrease, we paid more for on our end- we were not simply charging you more. Innovative Mounts will price match ourselves for one week from the date of your order. This means that if our price goes down within 5 days of when your order/product was placed, we will refund you the difference in the price that you paid and our new price. If there has been a price change send an email to sales@innovativemounts.com. We will research it and get back to you ASAP.
- Does Innovative Mounts have a print catalog?
Innovative Mounts does not have a print catalog at this time. Because we are always adding parts and the high cost of printing, we have found it is better to just offer our online catalog.
- What does it mean when a product is backordered?
Occasionally, a backorder will happen even with our large inventory and ever growing distribution chains. Once in a while, the demand for certain items may overwhelm the manufacturer's ability to keep us supplied with adequate stock. In situations like this, we make every effort to cross-reference the part to a comparable manufacturer's line. If cross-referencing is not an option, and you have to wait for a part, we will bill you and wait until that part is ready to ship to you. If the backordered item is part of a larger order that has already been shipped to you, you may be responsible for extra charges. Also, due to variations in manufacturer shipping times, backorders are only kept open for a maximum of 90 days. If we haven't received the item from the manufacturer within this time, the backorder will be cancelled and a refund will be issued to you. At the time of cancellation you may re-order, or substitute with a similar item. It is very important to us that you are completely satisfied with your entire order, every time.
- Explain free shipping.
innovativemounts.com from time to time may offer free shipping. Alaska, Hawaii, international orders, and items listed as truck freight are extra and not included in any free shipping offer.
- Can I order faster shipping?
We will gladly accommodate most priority shipping requirements in the continental US, such as Next Day and 2-Day, whenever possible. Priority shipping will be extra and is not included in the free shipping option. Saturday delivery is available over the phone only.
- Does Innovative Mounts ship to Canada and other international countries?
Innovative Mounts will ship to most countries in the world. To get a shipping quote, add the items that you would like to purchase to your cart and follow the check out steps. You will see a shipping and payment screen that will give you both your shipping costs and payment options. Innovative Mounts uses FedEx International for overseas orders and UPS for orders going to Canada. If you go to place an order and your country is not listed, please email parker@innovativemounts.com and we will quote you over the phone.
- What is the status of my order?
In an effort to give you more complete and detailed information, Innovative Mounts uses both an online order status and email to keep you up to date with your order. Innovative Mounts will update you by email and update your online order status once the product ships. We will update you with either a tracking number or an expected time frame in which your order should ship within 48 hours of placing your order unless you place your order late Friday afternoon. If a part is backordered we will keep you up-to-date with the most current information possible. If you would like to check the status of your order you can email status@innovativemounts.com
- How long before I receive my order?
Most items are shipped using UPS or Fedex ground. Ground shipping can take up to 6 days to the west coast and up to 4 days to the east coast. Once you receive a tracking number from us you will be able to track the order through either the UPS or FedEx website. The tracking number will give you updated information on your packages status and an estimated arrival date.
- How do I cancel my order that has not been shipped?
In order to cancel an order you must email status@innovativemounts.com with your full name, order number, part(s) that you would like to cancel, and a reason for cancellation (so that we can better meet your needs in the future). Please do not call Innovative Mounts ; we only accept cancellations through email to make sure there is a paper trail and that you are the correct person canceling the order; we would hate to cancel the wrong one. A product is considered purchased once we receive payment for the product.
- How do I return or exchange a product(s)?
All returns are subject to a 30% restocking fee. A product is considered purchased once we receive payment for the product. If you change your mind before the items have shipped you are still subject to a restocking fee. If you want to return or exchange a product(s) that you ordered you will need to email updates@innovativemounts.com before sending the product(s) back to us. You will need to fill out our ROA form that you will get in an email. When you email for a return form please include the following things in your email, not including all of this information will delay the processing of your return: 1. Order number 2. The full name that the order was placed under 3. Pictures of the unopened product(s) 4. The reason for return. Innovative Mounts will only take back unopened and unused product(s) within 15 days from the date you ordered. Innovative Mounts does have the right to refuse a return for any reason. If you return an item that has been opened, attempted to be installed, or not in a new and sellable condition, the restocking fee could be more than 30% or we will return the product(s) back to you. You must send the product(s) back with a RMA number on the outside of the box or we will refuse your return. You must also send back your product(s) with a returns form that Innovative Mounts will email you once we approve your return. If you send the product(s) back without the return paperwork it will delay the return and could effect if you receive a refund at all because you didn't give us information to process the return. Any item that has been installed or attempted to be installed, as well as special order items, are not returnable for any reason. Innovative Mounts only sells new, unopened products so please keep this in mind when requesting to return a product(s).
Why do we recharge a stocking fee?
The reason is simple: to keep costs (and thus prices) down when dealing with the return of items that are not defective. There are a lot of costs associated with processing an order. If you buy something and then decide you no longer want or need the part, you put into action a chain of events that takes time and money to reverse. In most cases we are unable to return the items to our vendors and are forced to keep them on the shelf, tying up the money we need to run our business effectively. In the end, please make sure you are 100% positive you would like to place an order before making payment.
- I was charged for my complete order but did not receive everything!
Innovative Mounts does stock a large amount of product but some products are also drop shipped. This means that items can, and most likely will, arrive at different times. We recommend that you check all of your tracking numbers for a status and arrival date for each package before contacting us. If a package is missing or lost, Innovative Mounts will follow up with the carrier and provide you with more information.
- My product arrived damaged. What do I do?
Damage during shipping is extremely rare but please inspect your shipment upon arrival. Report any damage or shipping related breakage immediately to the shipping company that delivered the item. Innovative Mounts will help to the extent that we are able but in most cases you will need to make the claim with the shipping company. Innovative Mounts does insure all shipments so you will receive a replacement as soon as the claim is approved by the shipping company. In some international order instances we are unable to provide full insurance and you may be subject to the full loss of any packages. If you are unsure if you fall into this category please email us.
- I am missing parts needed to install my part. How do I get what I need?
If you are missing parts please contact the manufacturer of the part first and then contact Innovative Mounts . We do not stock replacement parts for any of the parts that we sell. Innovative Mounts can give you the manufacturer’s contact information if it is not listed on the packaging or in the instructions; just contact us and we will be more than happy to help you out.
- You sent me the wrong part. How do I get what I need?
Mistakes can happen no matter how hard we try. If you get the wrong part, please email sales@innovativemounts.com to let us know. We will be more than happy to exchange it for you as fast as possible.
- My part broke. How can I get a new one?
Each manufacturer varies when it comes to replacing broken parts. The best thing to do is to contact them first to find out their normal procedure and policies regarding broken products. As long as the part is still under warranty, Innovative Mounts will prove you with any information that you will need in order to receive a replacement.
