FAQ - Frequently Asked Questions

1. Where’s my package?

If you’re looking for tracking information for your order, please check your inbox of the email used when placing your order. You may not have used your main email address, you may have used a secondary email address (like iCloud). This is common, and often the reason customers can’t find their emails from us. This will be the same email address that your Order Confirmation email was sent to. If your order has been shipped, you would have received an email with the subject “Shipping Confirmation” that has your tracking number enclosed. Simply click the blue highlighted tracking number to track your order directly on the shipping carrier’s website, or copy and paste the tracking number into the carrier’s website.

If after you place your order, you’d like to change your email address for future order notifications from us, please email us at sales@burton-racing.com. We are able to resend order confirmation emails and shipping notifications to your updated email. You will be required to provide us with the shipping address of your original order or the last four digits of the card used to place the order.

2. Where do I find my order number?

Your order number is enclosed in your Order Confirmation email in the top right-hand corner and in the subject line of this email, “Order #9999 confirmed”. You can also find it in the top right-hand corner of any subsequent emails you receive from us.

3. I paid for 1-day shipping and it took longer than that. Can I get a refund?

UPS Service Guarantee is eligible for UPS Next Day Air, Next Day Air Saver, and Next Day Air Early, Worldwide Express, Worldwide Saver, and Worldwide Express Plus. UPS guarantees that your package will arrive on time according to the shipping service you paid for, or they’ll refund your shipping charge. If your UPS package arrives late, you must request a UPS Guaranteed Service Refund within 15 days of the originally scheduled delivery date.

Request a UPS refund here: https://www.ups.com/us/en/support/file-a-claim.page.

USPS Priority Mail Express provides next-day to 2-day delivery service by 6 PM with a money-back guarantee. If your package didn’t arrive on the guaranteed delivery date or time, you must submit a refund request for failure of service within 30 days of the mailing date.

Request a USPS refund here: https://www.usps.com/help/refunds.htm#pme.

After you’ve requested a shipping refund through the original shipping carrier, please notify us only after your claim is processed and accepted. Some carriers will refund the shipping fee directly to the payor, which is us because we transmit your shipping fee to the carrier when we ship your order. Once you’ve notified us and we receive the refund, we will process a refund to the original payment method used when placing your order.

PLEASE NOTE: Every order is subject to a 48-hour processing and handling time. If you select next day or expedited shipping at checkout, your order is still subject to our 48 hour processing and handling time. For more details, please read our Shipping Policy here: https://www.burton-racing.com/policies/shipping-policy.

4. How much is it going to cost to ship an order to me?

You can get an accurate shipping quote by adding all of the products you're interested in to your cart. Simply input your shipping and billing information, and select your desired shipping method. Without actually completing the checkout process, you’ll be shown the cost of shipping to your area.

5. My tracking says my package was delivered but it’s not here. What should I do?

Regardless of whether you purchased Navidium Shipping Protection with your order, first check all outside areas around your home where the carrier may have put it (i.e. mailbox, porch, garage). In some geographic areas, regular mail (like letters and envelopes) are delivered separately from packages by two different carriers at different times of day. Sometimes mail carriers will prematurely scan a package as delivered but it could take an additional 24 hours for you to actually receive the package. Also check with other people in your house that may have accepted the package and neighbors closeby. If it has been over 24 hours from the ‘delivered’ status and you still haven’t received the package, please see below.

If you did NOT purchase Navidium Shipping Protection with your order: If your order was shipped via USPS, visit your local post office to inquire or submit a service request by email to USPS here: https://emailus.usps.com/s/?_gl=1*noaluc*_ga*MTk2NjM3MTgxMC4xNjYzOTQyODUy*_ga_3NXP3C8S9V*MTY4Mjk1NTQzNi4yOS4xLjE2ODI5NTcwMDMuMC4wLjA.

If your order was shipped via UPS, file a claim with UPS here: https://www.ups.com/us/en/support/file-a-claim.page.

If you purchased Navidium Shipping Protection with your order: Contact us to make a claim using the directions here: https://www.burton-racing.com/policies/shipping-policy.

6. My package arrived damaged. What should I do?

If your order was shipped via UPS, file a claim with UPS here: https://www.ups.com/us/en/support/file-a-claim.page.

If you purchased Navidium Shipping Protection when placing your order, contact us to make a claim using the directions here: https://www.burton-racing.com/policies/shipping-policy.

7. How do I return something?

Everything you need to know about returning or exchanging an item can be found in our Refund Policy here: https://www.burton-racing.com/policies/refund-policy.

8. Did you get my ECU?

If you shipped your ECU to us for service or installation, please keep the receipt you received from the shipping carrier. You can continuously track your ECU on its way to us. If your tracking says ‘Delivered’, then we have received your ECU. Our standard hours of business are 8:00 A.M. - 5:00 P.M. EST.

9. The ETA I was given at check-out said it would be delivered by a certain day and I still don't have tracking. Where is my order?

The ETA given is for cases where the item you ordered is shipped the same day. For installation services the ETA given at checkout will not be 100% accurate because we will have to receive your ECU before we are able to fulfill your order. If you selected yes for installation then make sure the ECU has been sent to the address provided in your confirmation email. Please check your spam folder for the confirmation email containing the address you will need to ship to because in some cases the confirmation email gets sent to spam folder.

10. Why does my order say partially fulfilled?

If for some reason your order says that it is partially fulfilled it is most likely due to the Navidium Shipping protection on the order. It is not a physical product so our system automatically fulfills that part of the order. You may still be waiting for us to ship the rest of your order. Please allow up to 48hrs for us to process the rest of the order and we will contact you if there are any delays or inventory issues.