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F.A.Q.
Welcome to TotallyMotorsports.com! Can we help you find anything? 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
Q. Can I add to, 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 1-800-480-7302. Once the order has be submitted to our system, items cannot be added or deleted. Once an order is shipped, the order cannot be cancelled.
Q. How do I cancel my order/item?
A. If your order has been Processed (Charged) then you cannot cancel your order. If your order has not been processed then call one of our Customer Service representatives toll free at 1-800-480-7302 and they will try to have your order cancel, but there are NO Guarantee.
Q. How can I get the status on my order?
A. Please call our Customer Service representatives toll free at 1-800-480-7302 to help track down your 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 was 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 for twice, since we use an automatic computer system. Call our customer service at 1-800-480-7302 to make sure your order was received to be safe.
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 1-800-748-5618.
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 UPS or USPS guidelines for delivery.
Q. Can I combine two different orders to one and save on shipping?
A. We do not combine orders for you over the phone. However, if you call us before your order is processed, we can cancel your order and then you can re-order the total amount of items you wanted online. Be aware that we cannot cancel any order once process and charge it.
Q. I am afraid that I may have accidentally duplicated my order?
A. Call customer service at 1-800-480-7302. We will canceled the order for you as long as it has not been processed and charged. If duplicate orders are shipped, obtain all the tracking numbers for the order that you do not want and call 1-800-PICK-UPS to refuse those boxes. You will be refunded when those boxes are returned to our warehouse, except for the shipping charge.
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 1-800-480-7302.
Q. Can I pay by Money Order or Cashier Check?
A. Yes, you can. However, 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: 9937 Maine Ave, Lakeside, CA 92040.
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 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.
Q. What happens if something is out of stock?
A. If an item is found to be out of stock after the order is placed, then item will be removed from the order and the remaining items shipped. We do not hold up the order because an item is backordered. You will not be charged for the out of stock item or the shipping cost of the item. The item that was out of stock will have to be re-ordered online when stock is available. TotallyMotorsports.com does not sell backordered items. All product's availability are based on our inventory data. However, errors can occur resulting in a backordered item. The count can be off or the last few items on the shelf could be damaged. It is never our intention to charge an order for item we cannot ship.
Q. Can I pre-order or backorder an item that is not in stock?
A. Yes, as you may have already noticed that a lot of the items on TotallyMotorsports.com is available for pre-order. If you would like to put something on backorder with TotallyMotorsports.com please call our Custom Services representatives toll free at 1-800-480-7302 and they can check if it can still be backordered for you, but there are NO Guarantee.
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 have not had the art work approved by the sponsors. There for the image that you receive in the mail could or may be different looking then what is on TotallyMotorsports.com.
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Pricing and Payment FAQs
Pricing and Payment FAQs
Q. What methods of payment do you accept?
A. Visa, MasterCard, Discover, American Express, PayPal, Cashier Check or Money Order
(Note: A 10 Days Check Clearing Period apply for all orders pay with 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.)
(Note: A 10 Days Check Clearing Period apply for all orders pay with 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 charge my credit card to 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 charge my PayPal account to my order, will I be charged up front for any items that are pre-ordered or backordered?
A. Yes, TotallyMotorsports.com will have to take the full payment for any and all PayPal orders. The only reason we do is because PayPal gives us only 30 days to capture the funds and then after that we would have to request the money again.
Q. I do not feel comfortable entering my credit card information. How can I place an order?
A. Feel free to contact our customer service at 800-480-7302.
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 know why my credit card is declined?
A. We are not given a reason when a transaction declines. For further information, please contact your credit card company or the bank.
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.
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Shipping FAQs
Shipping FAQs
Q. Shipping to a Different 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 and all order placed by 2:00pm PST will be processed and ship out the same day the order is placed, If you have requested a special shipping method the shipping time may vary.
Q. When will my order be shipped?
A. Any and all order placed by 2:00pm PST will be processed and ship out the same day the order is placed, If you have requested a special shipping method the shipping time may vary.
Q. Am I eligible to ship my order at the flat rate of $5.95?
A. Since TotallyMotorsports.com is located in California a lot of our customer on the east coast have the opportunity to ship their entire order for only $5.95. This flat rate of $5.95 is offered to everyone within 48 contiguous states. This does not include international orders or orders going to Hawaii or Alaska.
Q. UPS has my package but they have not delivered it yet. What do I do?
A. Please contact UPS at 1-800-PICK-UPS (742-5877) to obtain further status on your packages. The priority of delivery within the method of shipment chosen is determined by your local UPS station. TotallyMotorsports.com would always like for your packages to be delivered ASAP. If UPS is holding them, please contact UPS.
Q. How do I contact UPS?
A. Phone: 1-800-PICK-UPS (1-800-742-5877) Website: www.ups.com
Q. Can I request that UPS hold my package(s)? Can I have a package re-routed?
A. TotallyMotorsports.com will not give UPS consent to hold packages for customers to pick-up at their local UPS facilities due to fraud concerns. We apologize for any inconvenience this precautionary measure may cause but we are simply trying to ensure the safety of our customer's purchases. Similarly TotallyMotorsports.com will not request that a package be re-routed to another location once in transit to the shipping address requested on the original order.
Q. Can I choose Federal Express as my shipping method?
A. Sorry, at this moment we do not accept 3rd party, UPS, Fedex personaly/business accounts. We only ship through UPS and 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 an item is received lost?
A. TotallyMotorsports.com does not hold any responsibility for any lost of shipment due to shipping carriers mistakes or wrongdoings. In addition, however, TotallyMotorsports.com will issue a second shipment under special condition after 15 days after UPS claim package lost. Under any CIRCUMSTANCES, TotallyMotorsports.com it's liability limits to assist package locating, and to provide second shipment upon condition approval.
Q. What do I do if an item is received damage?
A. If the item appears to be damaged, please contact customer service within 2 buinsess days. We will file a claim with UPS for you. UPS normally takes 8 business days to complete a claim process. In addition, however, TotallyMotorsports.com will issue a second shipment under special condition after 15 days after UPS claim package damage.
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 at 800-480-7302.
Q. Do you pay for the return shipping on defective items?
A. TotallyMotorsports.com is not responsible for manufacturer defects. We are not manufacturers. 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 deliver to an APO or FPO?
A. No, we do not deliver to APO/FPO, because our courier UPS does not deliver APO/FPO addresses due to their restriction.
Q. Refused or non-deliverable shipment is returned back to TotallyMotorsports.com, what happens now?
A. If the shipment is "returned to shipper" via UPS, once we receive the packages we will credit the customer for the cost of the merchandise. However, shipping cost will not be refund. In addition, if not all 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. Orders shipping to California must be charged sales tax based on the county's rate.
Q. Do you ship internationally?
A. TotallyMotorsports.com does ship internationally. At this time only a couple of contries have the shipping rate actuate.
Q. Does TotallyMotorsports.com have a physical store or will call where I can pick up my merchandise?
A. Yes, TotallyMotorsports.com has a store/showroom with at 9937 Maine Ave, Lakeside, CA 92040.
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Product FAQs
Product FAQs
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 go to the manufacuture's website to get more information on the product.
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. A price has dropped on an item I purchased, but my order has not been shipped yet. Can I get a price adjustment?
A. We do not offer any price guarantee. The prices in our industry change too often and too fast, for us to offer such guarantee. If the order has not been shipped, you can cancel the order and replace another order online to take advantage of the lower price. All prices are as they are, at the time of the sale.
Q. I placed an order a week ago and the price had dropped since my purchase, can I get a price refund?
A. We do not offer any price guarantee. The prices in our industry change too often and too fast, for us to offer such guarantee. If the order has not been shipped, you can cancel the order and replace another order online to take advantage of the lower price. All prices are as they are, at the time of the sale.
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 a HO which means that both the hood opens only.
Q. What is a HT?
A. The cheaper of the two 1:64th scale NASCAR diecast is a HT which means that the hood nor the truck either open. This stands for Hard Top.
Q. What is the difference between the standard 1:24th scale and the raced version?
A. The raced version diecast car means that the manufacture has put varies different scratches, skuffs, dents, dirt, tire donuts, confettie, or even now on some they have blow-out tires.
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Return FAQs
Return FAQs
Q. Must I have a RGA# in order to return a product?
A. Yes. You must obtain a Return Goods Authorization ("RGA") number within 30 days starting from the ship date by carriers. NO EXCEPTIONS! We will not accept returns without prior authorization and RGA number. Once issued, RGA numbers are valid for 15 days, and TotallyMotorsports.com must receive return products within this time frame. RGA numbers will not be extended or reissued. Customer should prominently display the RGA number(s) on the side on the box.
Q. To what address do I return the merchandise?
A. The address to return a RGA is: RGA#: (write your RMA number here) TotallyMotorsports.com 9937 Maine Ave, Lakeside, CA 92040.
Q. How do I obtain a Return Goods Authorization (RGA#) number?
A. Please call our Customer Service representatives at 800-480-7302 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 how come you have not received it?
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 a RGA to beprocessed 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 reception, give us a day or so to process the RGA and call us back.
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. How long does it take to process RGA?
A. It takes 3-4 business days for us to process your RGA and re-ship the item or issue refund to your account after we receive them.
Q. What items need to be returned with the RMA? 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, we need you provide the copy of your "Sale Order". Missing items will incur further charges or less of a refund. Please return all accessories.
Q. What about restocking fees? How much? When? Why?
A. There is a restocking fee of 15% on all returns for refund or exchange. TotallyMotorsports.com is not responsible for manufacturer defects. We are not manufacturers. We are willing to replace a defective item. If a refund is requested instead of a replacement we will charge a 15% restocking fee. Why? Sometimes, claiming "defective" is an easy way to avoid the restocking fee just because you don't want the item. If it's defective, we will replace it (follow our RGA procedure). Shipping charges are non-refundable. No returns will be accepted after 30 Days. No Exceptions!
Q. Who pays for shipping on an item returning back to TotallyMotorsports?
A. The customer is solely responsible for the shipping charge for any returned products. 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, 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. 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 all circumstances. Shipping fee is a fee that is paid to the shipping company not to TotallyMotorsports.com therefore all shipping fees are NON-REFUNDABLE.
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 1-800-480-7302 to help you with your questions or just email Custserv@TotallyMotorsports.com.
