Frequently Asked Questions

  1. I've placed my order, but have yet to receive my merchandise; what can I do?
  2. I only received a partial shipment of my order.
  3. What is your return policy?
  4. I would like to change or cancel my order.
  5. I'm in the military or would like to send something to someone who is. Can I send my order to an APO or FPO address?
  6. There's a charge on my credit card that I do not recognize.
  7. I have not received an electronic confirmation of my order placed online.
  8. I have not received a shipment notification email, when will I receive my order?
  9. What is your shipping procedure?
  10. Do you ship orders internationally?
  11. Do you accept purchase orders?
  12. Is my order subject to sales tax?
  13. Can I have the merchandise shipped to my P.O. Box?
  14. Can I have my order shipped express delivery?
  15. I see a "Page Cannot Be Displayed" message. What do I do?
  16. How long will it take for my order to arrive once it is shipped?
  17. Do you sell my personal information?

  1. Q. I've placed my order, but have yet to receive my merchandise; what can I do?
    A: Please contact us at 1-888-456-AUDI(2834), with one of the items you purchased or your Shopping Cart # and we'll find the information.
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  2. Q: I only received a partial shipment of my order.
    A: Most likely, one of the items was unavailable and would not be ready for at least 5 business days so we sent what was available for you. The remaining item(s) will be shipped once the order is complete. Rest assured, you will not be responsible for any additional shipping charges.
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  3. Q: What is your return policy?
    A: Returns or exchanges must be made within 30 business days from receipt of merchandise. To process the return, please call 1-888-456-AUDI(2834) to obtain a Return Material Authorization (RMA) number from one of our customer service representatives.

    To refer to our Return Policy in its entirety, please click here.
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  4. Q: I would like to change or cancel my order.
    A: As long as the merchandise has not left our facility, you may cancel or change your request. All requests for changes/cancellations must be received by 2:00 p.m. Eastern time so there is sufficient time to locate the order and make necessary changes. Once the package has left the facility, we still have the ability to stop the shipment and bring it back, usually within 1-3 business days; however, a delivery intercept fee of $15 would be assessed.
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  5. Q: I'm in the military or would like to send something to someone who is. Can I send my order to an APO or FPO address?
    A: Yes, for our military personnel we can send to an APO or FPO address.
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  6. Q: There's a charge on my credit card that I do not recognize.
    A: Please email us at customerservice@audicollectionusa.com, or call us at 1-888-456-AUDI(2834), Monday - Friday; 8:00 am - 5:30 pm EST with the Transaction Date, Posting Date and Amount of the transaction. From there, we can work with our accounting department to provide specific information about the transaction.
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  7. Q: I have not received an electronic confirmation of my order placed online.
    A: Perhaps the email address was entered incorrectly or your email filter may have blocked our message. Please check with your System Administrator or you may call us at 1-888-456-AUDI(2834) and our Service Representatives will gladly assist you.
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  8. Q: I have not received a shipment notification email, when will I receive my order?
    A: Your order may not have shipped, please contact us at 1-888-456-AUDI(2834), with one of the items you purchased or your Shopping Cart # and we'll find the information for you that way. We also may have an invalid email address or the message may have been blocked by your email filter.
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  9. Q: What is your shipping procedure?
    A: Orders that are complete with in-stock merchandise will be shipped within one business day. If an item(s) is on back order and is not expected to arrive within 5 business days, we will ship all available items within one business day and all remaining items once the order is complete.
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  10. Q: Do you ship orders internationally?
    A: Yes, we do ship orders internationally. Please know that when shipping internationally additional charges do apply and you are responsible for any applicable duties and taxes. All international orders must be paid in full prior to shipment.

    With regards to duties and taxes, the amount due varies depending on many factors and unfortunately cannot be determined prior to shipment. Once the items reach the destination country, you will be contacted with an exact amount due and will have to provide payment prior to delivery.

    For the security of our customers, we also have the following identification requirements:

    Two forms of identification such as driver's license and passport. (Both front and back)
    Copy of the credit card you are using for payment. (Both front and back)

    Please fax the items to us at 734-946-9021.

    We can also accept payment via wire transfer, if you decide on this option we will contact you with the pertinent information.

    The total cost of shipping will be charged once we receive the required identification along with your approval of the shipping charges.
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  11. Q: Do you accept purchase orders?
    A: Purchase orders are accepted from those customers who have credit terms with us. If you would like to use a purchase order, it must be faxed to us along with your merchandise order at 734-946-9021.
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  12. Q: Is my order subject to sales tax?
    A: As we have facilities in the States of Arizona, Michigan, Pennsylvania and Virginia, we are required to charge sales tax according to those state's laws. Sales Tax will not be applied to shipments outside of these four states.
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  13. Q: Can I have the merchandise shipped to my P.O. Box?
    A: Unfortunately, no. We do require a physical street address for delivery. This is done to ensure that the merchandise is delivered and signed for by the recipient.
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  14. Q: Can I have my order shipped express delivery?
    A: Yes, when you are placing your order online you will have three options to choose from on the checkout page. UPS Ground, UPS 2nd Day and UPS Next Day. To accommodate express delivery orders, we must receive them no later than 2:00 p.m. Eastern so that they ship the same day.
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  15. Q: I see a "Page Cannot Be Displayed" message. What do I do?
    A: Please contact your system administrator to ensure all internet settings are correct and please copy and paste the error message in an email to customerservice@audicollectionusa.com, or call us at 1-888-456-AUDI(2834), Monday - Friday; 8:00 am - 5:30 pm EST so that we can have our IT department investigate any internal issues.
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  16. Q: How long will it take for my order to arrive once it is shipped?
    A: Please view the map below for delivery times with UPS.
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  17. Q: Do you sell my personal information?
    A: As a valued customer, we keep your information private and do not sell it to any third parties for telemarketing or sales purposes.
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