Q: I called and placed and order and I haven’t received an invoice or purchase confirmation.
A: Our invoices are sent via email and are done when your order is ready to ship and has been charged.
Q: I called in and placed an order and was given an ETA, I still have not received the product or seen a charge on my card.
A: If you ordered something that had an ETA attached, we are waiting for the product to either come in or to receive tracking. We do not charge orders until we have the product in hand or have received tracking letting us know the product is on its way to your door.
Q: I have a clunk or rattle coming from my vehicle after a new installation.
A: Please ensure that all mounting bolts are securely fastened and that the preload is properly set. A video of resetting preload and checking the 17mm top nut for tightness is given later in this FAQ. Make sure to take pictures of the installation with the wheel off and send them into our tech department at firstname.lastname@example.org along with a detailed description of the noise and you will receive an answer ASAP.
Q: I recently purchased a new kit and am having issues with noises or experiencing abnormal behavior.
A: Please refer to the previous response on the steps needed to get the proper information sent to our Tech department.
Q: I continue to call but cannot get a hold of anyone, what is going on?
A: Being a fast growing company, we are on the phones with our customers and vendors constantly throughout the day. If you are having trouble getting a hold of someone please leave us a voicemail and you will receive a call back usually within 24 hours. You may also send us an email directly to our sales or technical department respectively depending on your situation.
Q: How do I reset my pre-load/ change my springs?
A: We have a video on this exact subject located at this link: http://vimeo.com/28427984.
Q: How do I adjust camber values on my kit equipped with camber plates?
A: We have a video explaining camber plate adjustment on our kits: http://vimeo.com/28478078.
Q: I heard you guys offer custom spring rates for most applications, is this true?
A: We do offer custom spring rates for most kits. There are some limitations to certain applications such as the independent rear suspension kits as the rear springs are custom wound for the application.
Q: When a shock or product is damaged, where do I need to send my kit?
A: We do not have customers ship back their kits under any circumstances. We provide replacement parts if under warranty or a low cost if outside of the 1 year to bring your kits back to our specifications or to refresh them.
Q: I heard if something happens to my BR Type kit, I can get it fixed for $95.00 is that true?
A: No. Depending on what is wrong with your kit, the cost to fix it may be more or less than the $95.00 price. This price is for BR Type shock body replacements only.
Q: How do you adjust your kits? Is it done by the spring?
A: If your kit is a true coilover front and rear (Spring is on the shock body) then all ride height adjustments are done by scrolling the shock body into the lower mount. If your vehicle has an independent rear suspension (spring is separate from shock) then all adjustments are done via the spring itself. The shock body is used only for preload adjustment.
Q: How much higher can I go up in terms of spring rate before I need to revalve?
A: Our kits are valved to allow an increase of 2k up from our default rates and still maintain acceptable suspension performance. Anything over 2k has to be revalved in order to be run safely and within our specifications.
Q: Can I have a custom kit made to suit my ride height needs on my vehicle?
A: If your vehicle is already in our application chart and you would like to have a kit custom made to lower the vehicle more than normal, we are able to help you. We can try to tailor the kit to your specific needs to the best of our ability. We are aware of trends in the automotive world and will modify our kit to suit the needs of anyone we can, whether it is a hellaflush/VIP vehicle or a purpose built track car.