Frequently Asked Questions about Shipping

We created this page to provide you with the answers to just about any conceivable question that you may have when it comes to shipping options.  If you do not see an answer listed here, please do not hesitate to email us or call us at 1-888-280-7799.

What shipping options do you offer?
     We offer a wide variety of both domestic and international shipping options to suit just about any need.  For more information, please see our table of available shipping options.  This table shows you the various carriers we use, approximate delivery times, and any restrictions that may be required on packages.  Please note that starting December 2003 we have implemented FedEx as a standard carrier for all deliveries.  This means that all domestic packages may be shipped via either UPS or FedEx.

How you compute the total shipping costs?
     Shipping costs are directly related to the weight of the package.   In addition, we factor in an additional amount to cover packing materials, and any special handling considerations that may be required to ship the package.  If you pick up your order in person, we do not charge you any shipping or handling fees.

How can I get Saturday delivery?
     Saturday delivery is only available as a special request option (USA only).  UPS will only deliver on Saturday if the package is sent via Next-Day Air.  There is a $10 additional charge for Saturday delivery.  The US Postal service will deliver Next-Day-Air packages on Saturday.  Priority Mail packages are also delivered on Saturday as well.

I just ordered a front fiberglass spoiler to be sent 2-day air.  Why did you have to revise my shipping costs?
     For 99.9% of all the parts we sell, our website shipping calculator works perfectly fine.  However, when shipping via air services, the delivery companies require you to compute what is known as 'dimensional weight.'   This calculation includes the overall size of the item being shipped.  A fiberglass spoiler may only weigh 2 lbs, but it will take up a lot of space on the airplane.  Therefore, it must be shipped at a rate that is similar to shipping a 30 lbs package.  Our shipping rate calculator at this time cannot calculate dimensional weight, so we need to revise the shipping costs in these cases.  We will email or phone you for approval before your credit card is charged.

Do you send packages COD (Cash On Delivery)?
     We will send out packages COD for those who do not wish to pay by credit card, or check.  There is a $6 fee for COD deliveries, and we do restrict the amount of goods that we will send out in a single shipment via COD.  COD services are only available to addresses in the United States, and require that you have a cashier's check or money order handy when the delivery truck arrives.

I ordered something from DriveWerks, why does the return address list another company?
     Some of our products are drop-shipped from the manufacturer.   This is especially true with some of our artwork (which requires special care and handling), and also our floormats, car bras, and car covers.  These are custom made to fit your specific car, so it's usually easiest to have the manufacturer ship directly to you.  If you have a problem or a return, then you will deal with us, not the manufacturer.

I specified one method of shipping, why did it arrive using a different method?
     As mentioned in the previous paragraph, we sometimes have product shipped directly to our customers from manufacturer's warehouses.  Sometimes, they are only setup to ship via one specific carrier, and must use that carrier instead of the one you specified.  Starting in December 2003, we have implemented FedEx has a standard shipping carrier.  As such, your packages may be sent via either UPSor FedEx.

I placed my order last week, why haven't I seen it yet?
     Many of our products are custom-made for your specific car, and may take a few weeks to be manufactured and delivered to your doorstep.  Some of the DriveWerks products are special order items which require additional time to acquire.   We offer a very wide selection and regularly stock nearly all the products that we sell.  However, there are some products that are not regularly stocked items, and may require a few extra days before they are shipped.  Check each item's description for additional details.

What is your 'cut-off' time for express shipments?
     Our traditional cut-off time for getting next-day and 2nd-day shipments shipped out the same day is 1PM Pacific Standard Time.  Unfortunately, our ability to get your parts out to you quickly depends entirely upon what type of part it is.  Some special order items, and uncommon parts may take additional time to receive, and may not be available for shipment immediately.  On the other hand, if we happen to have the item in stock, and receive your next-day or 2nd day request after 1PM, we can usually accommodate the request.  Again, it depends entirely on what you are ordering.

Do you have any restrictions on what you can ship?
     We cannot ship flammable or hazardous substances on airplanes, which means that these goods can only be delivered by ground shipping only.  We do not ship batteries via the mail, and we also do not ship windshields, as they are way to easy to break in shipment.

Can you ship to an address other than the one on my credit card billing statement?
     We can ship to alternative, or 3rd party addresses.   However, this usually requires that you are a previous customer already, or you have made special arrangement with us beforehand.  We reserve the right not to ship packages to any address that we feel may be suspect.  We can only ship US mail to APO boxes.

What happens if my package becomes damaged?
     If you package was damaged in shipment, you must immediately notify the carrier via phone (1-800-PICK-UPS, or 1-800-GO-FEDEX).  They will initiate a claims process on the damaged package.  After calling the carrier, please call Pelican Parts Customer Service, and notify them of the damage.  We will make arrangements with you to replace the parts that were damaged.

Overnight and express mail costs seem very high, why is that?
     Our business model depends a lot on the Just-In-Time principle of inventory management.  We keep a lean inventory on hand, and depend heavily on supply-chain management to provide the products in a timely manner so that we can ship them out to our customers.  This allows us to effectively offer a much larger inventory than any of our competitors.  The downside is that a next-day or 2nd-day air package requires us to 'rush' the entire supply-chain process, which directly increases our costs.  Hence, we need to charge higher rates for rushed or express delivery.

What happens if my package is lost?
     This depends mostly upon how it was shipped out.  In general, we have very few problems with lost packages with any of our carriers.  With the recent events from September 11th, a large number of international packages have been slow to arrive.  If you believe your package is lost, please send us an email, or call our toll-free number at 1-888-280-7799, and we will do our best to track it down.

How can I track the status of my order/shipment?
     Pelican Parts provides a state-of-the-art package tracking system for use by our customers.  This system allows you to see all the information for your order, including any changes and updates, shipper tracking numbers, discounts, etc., all from the web.  To track your order, use our on-line tracking page.  Please keep in mind that not all shipping methods provide package delivery tracking numbers (US Postal Service, for example).  Also, some products shipped directly to you from the manufacturer may not show their tracking numbers in our on-line system.

Can I specify that a package be left without a signature required?
     UPS does not allow us to specify that a package can be left without a signature.  In all cases, it is up to the driver whether or not to leave the package on the doorstep.  Most of the time, if you leave a note on the door the day that you are expecting the package, the driver will take the note with him and leave the package.  Again, with UPS, it's entirely up to the discretion of the driver delivering the package.

What types of customs fees can I expect to pay?
     Unfortunately, we do not have detailed information on customs fees and tariffs.  If you have any questions about applicable duties and tariffs, please contact your local state department office prior to ordering.  If you refuse a package at the customs office, and it is returned to us, we will not refund the cost of shipping the package to you.

What's the best method for shipping to Canada?
     We get asked this question a lot.  UPS seems to be quite reliable, yet they do have a tendency to charge a customs processing fee that can be quite expensive with respect to the entire order.  Most of our customers have their packages shipped via Air Mail, which is slower, but usually significantly less costly.