Frequently Asked Questions

Welcome to TotallyMotorsports.com! Can we help you find something? If you have any questions about shopping online with us, click on a help topic below and we'll do our best to help you!

• Ordering Status FAQs
• Pricing and Payment FAQs
• Shipping FAQs
• Product FAQs
• Return FAQs
• Ordering Status FAQs

Q. Can I add, delete from or change my order once I submit it online?

A. No, once an order is submitted, it can only be amended or edited by calling our customer service at 1-704-793-6813. Once an order is shipped, the order cannot be cancelled.

Q. How do I cancel my order/item?

A. To cancel an item or an order please call us at 1-704-793-6813 Monday - Friday 7am to 3:30pm PST. We only ship during our business hours so that you may get a hold of us if necessary. If the order is already in ship status it may not be cancelled or items may not be added. Our customer service reps with guide you through it.

Q. How can I get the status on my order?

A. Please call our Customer Service representatives toll free at 1-704-793-6813 and a customer service rep with tell when the item(s) that you ordered are expected to ship. Due to the nature of our business, preordered items may ship at different times. We only charge you one time for shipping on orders that are placed online in the same order.

Q. I did not get an order confirmation. Did my order go through?

A. If you did not receive a confirmation for the order, but have successfully clicked the submit button, most likely our server received your order, but the communication back to your PC might have been interrupted. Please allow 15 minutes for processing time. Please do NOT replace the order on-line. If you do, you may end up with having duplicate orders and being charged twice, since we use an automatic computer system. You may call our customer service at 1-704-793-6813 Monday - Friday 7am to 3:30pm PST to make sure your order was received. All orders placed online will be acknowledged with a personal email from our customer service reps once it has been entered into our system. If you did not receive an email confirmation please contact us at custserv@totallymotorsports.com.

Q. Do you accept phone, fax, email or regular mail orders?

A. Yes, we accept phone, fax, e-mail or regular mail orders. For wholesales pricing inquiry, you may contact our sales dept at 1-704-793-6813.

Q. How long does it take to process an order?

A. It takes one to three business days for us to process an order before they are shipped. Once the order is shipped, your estimated time of arrival will be determined by the shipping method you paid for and your local USPS guidelines for delivery.

Q. I am afraid that I may have accidentally duplicated my order?

A. Please call customer service at 1-704-793-6813. We will attempt to cancel the order for you as long as it is not in ship status. If duplicate orders are shipped, please call us at 1-704-793-6813 to obtain a Return Goods Authorization Number. When the order is received back to us we will issue you a refund less the shipping charges.

Q. Can I reactivate an order that has been canceled?

A. The only way to regenerate a cancel order is to replace a new order online or call 1-704-793-6813.

Q. Can I pay by Money Order or Cashier Check?

A. Yes, you can. Please make Money Orders or Cashier Checks out to: Totally Motorsports. Please make sure your cashier check, money order cover the shipping cost if it applies. To obtain shipping cost, simply add items to cart then select shipping method with shipping zip code input. Our system will automatically generate your shipping charge. Please print out add to cart page and mail your request to the following address along with shipping instructions. Mailing Address: TotallyMotorsports.com 557 Webb Rd Concord, NC 28025.

Q. What happens if something is backordered?

A. If an item is found to be out of stock after the order is placed, our customer service rep will contact you either by phone or e-mail. You could choose to ship the remaining items or put your order on hold until the back ordered item arrives. If we ship you multiple times for the same order you are only charged once for the shipping costs. All additional items shipped on the same order go out at no shipping cost to you.

Q. What happens if something is out of stock?

A. From time to time items may show as available on our website that we have sold out of once your order is placed. If an item is found to be out of stock after the order is placed, the item(s) will be removed from the order and the remaining item(s)will be shipped. You will not be charged for the out of stock item(s). If the item that you ordered is not available our customer service rep will contact you to let you know.

Q. What does it mean when the status of an item says Pre-Order?

A. An item that shows the status as Pre-Order is an item that we are currently taking orders on and have not yet received in our warehouse. We will also have the estimated ship date listed on the item so that you are aware of when the item is scheduled to ship. If paying with a credit card your card will not be charged for the item(s) until it has arrived and is ready to ship to you. A lot of the items that we offer are very limited because they are collectibles and so it is necessary to have our customers pre-order the item to ensure they will receive it. A pre-order item is not guaranteed to be shipped due to the quantities that we will be given by the manufacturer.

Q. Some items on TotallyMotorsports.com have a FPO across the image. What does FPO stand for?

A. An item with "FPO" across the image or sometimes in the description of an item means that the item is for production only and has not had the art work approved by the sponsors. Therefore the image that you receive in the mail could or may be different than what is shown on TotallyMotorsports.com website. Our webmaster works hard to make sure that the images are updated as soon as we receive them from the manufacturer.

Q. What methods of payment do you accept?

A. Visa, MasterCard, Discover, American Express, PayPal, Cashier Check or Money Order
(Note: A 10 Day Check Clearing Period applies for all orders paid by check or money order. All Prepaid Orders take longer to process because we have to clear the checks before we process the order, including Cashier's Check due to the existence of fraudulent checks.)

Q. I want to use my credit card to pay for my order, will I be charged up front for any items that are pre-ordered or backordered?

A. No, TotallyMotorsports will not charge your credit card for any pre-ordered or backordered items until they are received in our warehouse and ready to be shipped to you.

Q. I want to use my PayPal account to pay for my order, will I be charged up front for any items that are pre-ordered or backordered?

A. Yes, because PayPal will only allow up to 60 days for the funds to be captured and some pre-order items take longer than that to come in it is necessary for us to capture funds the day that the order is placed.

Q. I don't feel comfortable entering my credit card information on web orders. Can I still place an order with you?

A. Please contact our customer service at 1-704-793-6813 Monday - Friday 7am - 3:30pm PST and we will be happy to take payment information over the phone.

Q. Why does my credit card decline when I still have available credit on my account?

A. A credit card can decline due to an invalid credit card number, exp date, daily limit, insufficient credit, or other reasons. Sometimes customers might input their card number incorrectly. Check online to be sure that the number has been input correctly. Contact your credit card company for more information.

Q. Do you pay for the return shipping charge for defective items?

A. TotallyMotorsports.com is not responsible for manufacturer defects. Since we are not the manufacturer, we split the shipping cost with the customer. The customer pays for the shipping returning to us, and we pay for the shipping going back to you. Similar to a walk-in store, Wal-Mart will not send a driver or courier to your house to pick up a defective item you bought in their store. They will not reimburse you for your time and gas money spent to drive back to the store either. However, we will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little hassle as possible.

Q. Do you match other store prices?

A. Unfortunately, we do not currently match other competitor's prices. For your convenience, all of our lowest and current available pricing is posted on our web site on a daily basis. Anytime we do have any special deals, promotions, or coupons we automatically post it on our web site for our customers to take advantage of. You can also subscribe to our newsletter and can receive great discount as well.

Q. Am I able to ship to a different address than my billing address?

A. Yes, we are able to ship to an address other than your billing address. while in the check out process please select and enter in a different ship to address.

Q. How do I know my shipping charges before I place the order?

A. To find the shipping charge before placing the order, you may choose to add items into cart and submit shipping zip code with shipping method. Our system will automatically generate your shipping cost.

Q. When will my order be shipped?

A. Any order(s) placed by 2:00pm PST will be processed and ship out the same day the order is placed, as long as the item(s) ordered are in stock. If you have requested a special shipping method the shipping time may vary.

Q. Am I eligible to ship my order for free?

A. All orders placed on our website, within the 48 contiguous states, will receive our free shipping option! The more you purchase on one orders ensures that you will receive the lowest shipping possible. We are sorry at this time orders may not be combined once they are placed. This rate does not apply to international orders or orders going to Hawaii or Alaska.

Q. Can I choose Federal Express as my shipping method?

A. Sorry, at this time we do not accept 3rd party, UPS, Fedex personaly/business accounts. We only ship USPS through our own accounts.

Q. I did not get an order confirmation. Did my order go through?

A. Please make sure you click on the "Place Order" button upon checkout and type in the correct email address therefore you can receive the confirmation email.

Q. What do I do if my order is lost or damaged by USPS?

A. Please contact us and we will contact USPS to find out where you shipment is. It takes up to 30 days to make a claim for lost or damaged product with USPS. Therefore we will ship you another order out if the item(s) are still available but will charge you for the additional order. Once the claim has been settled with USPS you will receive a total refund for the lost or damaged item(s).

Q. What do I do if an item is missing from my order?

A. Some orders may be packed in more than one box. Please verify you have received all boxes and checked all packing materials for small items. If you are still missing an item(s), call our customer service department at 1-704-793-6813.

Q. Do you pay for the return shipping on defective items?

A. If an item is received damaged or defective and you would like to return the item we will refund you for the shipping.

Q. Do you deliver to an APO or FPO?

A. Yes we will ship to APO and FPO addresses using our carrier USPS.

Q. Refused or non-deliverable shipment is returned back to TotallyMotorsports.com, what happens now?

A. If the shipment is "returned to shipper" , once we receive the packages we will credit the customer for the cost of the merchandise less a 15% restocking fee and shipping fees, as stated in our terms and policies. In addition, if only some of the items are refused, then only the items we received will be refunded.

Q. Is shipping added cumulatively for each item I order or does shipping reduce when you purchase multiple items?

A. When you order multiple items, most of the time the shipping charge will be reduced in your shopping cart, according to weight and size, safety and insurance, if required. Just place all items in the shopping cart, pick your state, and choose shipping method, and hit the shipping calculator. You will see the reduction if you compare it in separate orders. On certain items, due to significant shipping discounts offered by TotallyMotorsports.com, the shipping will add cumulatively, unless multiple items are purchased.

Q. Do I have to pay sales tax?

A. Only orders shipping within the state of California will be charged state sales tax at 8.75% rate. All other states and countries will be charged tax.

Q. Do you ship internationally?

A. TotallyMotorsports.com does ship internationally. Please contact us for international shipping rates. $6.95 shipping rate does not apply to international orders and if chosen will be declined.

Q. Does TotallyMotorsports.com have a physical store or will call where I can pick up my merchandise?

A. Yes, TotallyMotorsports.com has a retail store located at 557 Webb Rd Concord, NC 28025. When in town stop in to see us!

Q. How can I get a price quote or a shipping cost quote?

A. Products and pricing are current each time you refresh your web page. Some products and pricing will be changed without notice. All orderings, price quotes, and shipping quotes are done directly online.

Q. Where can I get more information than provided on the website for your products?

A. Please contact us at 1-704-793-6813 Monday - Friday 7am to 3:30pm PST or by email at custserv@totallymotorsports.com and a customer service rep will be happy assist you. If you are calling about a specific item please have the item number available for quicker service.

Q. Do you sell any spare parts for any of the items?

A. TotallyMotorsports.com only carries spare diecast boxes on a select few which are listed under each driver and diecast socks.

Q. What is a HOTO?

A. A standard 1:24th scale NASCAR diecast has a HOTO which means that both the hood and truck open.

Q. What is a HO?

A. A standard 1:64th scale NASCAR diecast has an HO which means that the hood opens only.

Q. What is a HT?

A. The less expensive of the two 1:64th scale NASCAR diecast is an HT which means that the hood nor the truck open. HT stands for Hard Top.

Q. What is a Special Finish?

A. A Special Finish diecast car is a 1:24th scale diecast with both the hood and truck opening and has a flash coat paint on it. This is something that Action has started doing in 2009.

Q. What is Color Chrome?

A. These die-cast cars have a special finish with a very high gloss. Color Chrome is a labor-intensive process of polishing the entire body of the car by hand. Then, the die-cast is chrome-plated with a multi-step electro-plating process, painted with clear lacquer inspired by the color tint of the original car, and sponsor decals are applied over the Color Chrome Finish. The result is a superior quality product and dazzling finish.

Q. What is the difference between the standard 1:24th scale and the raced version?

A. The raced version diecast car means that the manufacturer has put various scratches, skuffs, dents, dirt, tire donuts, confetti, or blown-out tires to replicate the actual car look after it has won the race. These diecast pieces will vary by look.

Q. How do I return an item(s)?

A. You may obtain a Return Goods Authorization ("RGA") number within 30 days of the day that it shipped to you. We do not accept returns without prior authorization and RGA number. Once issued, RGA numbers are valid for 15 days from the date of issue, and TotallyMotorsports.com must receive return products within this time frame in resellable condition. RGA numbers will not be extended or reissued. Please write the RGA number(s) on the side on the box to be returned and return to TotallyMotorsports.com 557 Webb Rd Concord, NC 28025.

Q. How do I obtain a Return Goods Authorization (RGA#) number?

A. Please call our Customer Service representatives at 1-704-793-6813 and request a RGA#.

Q. How long do I have to wait before the credit posts to my account?

A. It takes us approximately five business days to process a credit back to your credit card and about 2-3 business days for it to appear on your statement.

Q. I have sent my return merchandise to you, but have not seen a credit?

A. If you sent your RGA with a tracking number, check with the system first for the package status. It usually takes 3-4 business days for an RGA to be processed after we receive the item. Sometimes it is conceivable that we have received your RGA, but have not processed in our warehouse yet, so no information is available. If your tracking number confirms that we have received it please give us a day or so to process the RGA. A customer service rep will contact you once the item has been received.

Q. How do I get a status on my returned merchandise?

A. Please send us an e-mail to request your RGA status. Custserv@TotallyMotorsports.com

Q. What items need to be returned with the RGA? Do I need to include everything?

A. Yes. All original parts, boxes, screws, foam, documents, original packaging must be returned with your item in order to process your RGA. Also, please include the original paperwork that was sent in the box in order to expedite your return. Missing items will incur further charges or less of a refund.

Q. Why am I being charged a restocking fee?

A. There is a restocking fee of 15% on all returns for refund or exchange. We are willing to replace a defective item with no restocking fee. If a refund is requested instead of a replacement we will charge a 15% restocking fee to pay for the time and paperwork to incurred. Shipping charges are non-refundable on returns or exchanges. No returns will be accepted after 15 Days of the date the RGA# has been issued.

Q. Who pays for shipping on an item I return to TotallyMotorsports?

A. The customer is solely responsible for the shipping charge for any returned products that is for refund or exchange. We will refund you the cost of shipping if the item is deemed damaged or defective. However, we will use every good measure we have to ensure that you will be able to get the item replaced promptly with as little time as possible.

Q. All returns must be shipped freight prepaid and with a tracking number.

A. All return items sending back to TotallyMotorsports.com are to be prepaid by customer. No COD or Freight collect returns will be accepted by TotallyMotorsports.com. All related fees (shipping & return shipping fees) are Non-Refundable for all products under return or exchange circumstances. Shipping fee is a fee that is paid to the shipping company not to TotallyMotorsports.com therefore all shipping fees are non-refundable when an item is returned or exchanged.

Q. I have another question, but it is not covered here what do I do?

A. Please call our Customer Service representatives toll free at 1-704-793-6813 Monday - Friday 7am to 3:30pm PST to help you with your questions or by email Custserv@TotallyMotorsports.com.