We’ve gotten a lot of questions lately regarding product returns, how the RMA process works, and what the customer needs to do in order to ensure a timely and feasible return process. After fielding several questions, we wanted to go ahead and make a quick FAQ about how the process works. Please note, this process is specific to Ortiz Performance, LLC, but in our opinion should be followed by any online vendor to protect the interests of the company AND to ensure a quality experience for the customer.
1.) Return Acceptance
· Returns and exchanges are available on all products sold through Ortiz Performance within 30 days of order receipt, with the exception of SPECIAL ORDER items (as noted in the product description) and TUNING SUPPORT purchases. Digital items cannot be returned and therefore carry no refund option once issued.
· Items must be in new, unused condition and include all reference materials and the original box.
· Returns are subject to a 15% restocking fee unless otherwise agreed upon.
· WARRANTY claims should be directed to the manufacturer, but Ortiz Performance will gladly work on your behalf to initiate the claims.
2.) RMAs
· An RMA (Return Material Authorization) form is needed any time you wish to send/return a product to Ortiz Performance, LLC. This provides us with any information pertaining to your return, including who you are, what you ordered, what your order number is, and what you are looking to get in exchange for what you sent us.
· Without this document, we don’t know who you are, what you sent us, or why you sent it. This leads to processing delays, potential of lost items, customer frustrations, and an overall poor experience for both the company and the customer. Returns without an RMA will not be accepted.
3.) Processing Times
· RMAs are issued within 24-48 hours of the time they are requested and are processed within 3-5 business days of receipt. If you receive approval to send us something and your tracking number shows we’ve received it but it’s been more than 5 days, send us a message or email and let us know your RMA #, Order #, and what you were requesting so that we can get you a quick status update.
Do you need to return something purchased through us? Email us at Support@OrtizPerformance.com to start the process!