Customer Service

• How do I contact you?

Placing An Order

• How do I place an order?
• How do I use a coupon code?
• Do you collect a sales tax?
• How long does it take to process an order?
• Is the website secure?
• What is a billing address?
• What forms of payment are accepted?

Returns & Exchanges

• What is the return policy?
• Can I exchange an item?

• Can I ship to a different address than my billing address?
• How long will it take to receive my order?
• Can I schedule a drop-off time?
• Will I have to sign for the package?
• Is tracking information provided?
• Why didn’t I receive tracking information?
• How do you ship?
• What are the shipping rates for the contiguous United States?
• Does FedEx deliver on weekends?
• Shipping to Hawaii, Alaska and  to military addresses?
• What are the shipping rates for Canada?

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Contact Us

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How do I contact you?

Email us or call us toll free at 1-877-(929)-3100 from 8 am-5:00 pm EST, Monday-Friday.

Placing An Order

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How do I place an order?

You can place an order online through our secure website, or you can call us toll free at 1-877-929-3100 from 8 am -5:00 pm EST, Monday-Friday.

How do I use a coupon code?

When you’re ready to checkout, view your shopping cart and click checkout. On the next page you will enter your billing and shipping information and a coupon code in the space provided. The code will automatically apply the discount to applicable items in your shopping cart. Only one coupon code may be used per order.

Do you collect a sales tax?

We collect sales tax on orders shipping to any state where Vision Investments LLC has a physical presence, or is otherwise required to collect tax by law. We will automatically add the appropriate state and local taxes if your delivery location is in any of the following states: AL, AR, AZ, CA, CO, CT, FL, GA, HI, IA, IL, IN, KS, KY, LA, MA, MD, ME, MI, MN, NC, ND, NE, NH, NV, NJ, NY, OH, OK, PA, RI, SC, SD, TN, TX, UT, VA, VT, WA, WI, WV, WY. Alabama Rule 810-6-2-.90.02 - Seller has collected the simplified sellers use tax on this transaction(s) for Alabama customers and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue. Seller’s program account number is SSU-R009906544.

How long does it take to process an order?

In-stock items are usually shipped within 24 hours.

Is the website secure?

Yes. Pinnaclewax.com is served through a secure connection using 128-bit SSL v2/v3 encryption. Every step of the order process is encrypted. Credit cards are verified by a multi-point process based on the customer’s billing address.

We do not under any circumstances trade, sell, or share your information with anyone. Your privacy and security are important to us.

What is a billing address?

The billing address is where you receive your credit card bill. We must have the correct billing address to process your order. If we do not have the correct billing address, your card will decline and we will contact you to get the correct address.

What forms of payment are accepted?

We accept Visa, American Express, Master Card, Discover, and PayPal.

Shipping

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Can I ship to a different address than my billing address?

Yes. As you checkout, you will be asked for your billing address and your shipping address if it is different. We must have your billing address to charge your credit card. It is for verification purposes. If you supply a separate shipping address, your order will ship to that address.

How long will it take to receive my order?

Delivery times vary by location and shipping method chosen. Delivery time starts from the next full business day after the order leaves our warehouse. * Orders must be placed by 1:00 p.m. EST to ship out the same business day. Or if you call in we can ship out orders as late as 3:30 pm EST.

Can I schedule a drop-off time?

No. What time your package arrives is determined by the delivery driver’s route in your area.

Will I have to sign for the package?

Not typically. The driver will usually leave the package, unless there have been a high number of claims in your area. We can put “no signature required” on the order at your request.

Is tracking information provided?

Yes. An email is automatically generated when your package leaves our warehouse. It is sent to the email address you provide when you place your order. If you do not provide an email address, we cannot send tracking information. The email is sent via an automatic delivery system called Quantum View Notify.

Why didn’t I receive tracking information?

Spam filters can sometimes block tracking emails. Also, if we have an incorrect email address or no email address, we cannot send tracking information.

How do you ship?

• Orders within the contiguous U.S. ship via FedEx.
• Orders to Alaska and Hawaii ship via US Postal Service.
• Orders to Puerto Rico ship via FedEx 2nd Day Air.
• Orders to Military APO and FPO addresses ship via U.S. Postal Service.
• International orders ship via USPS Global Express.

What are the shipping rates for the contiguous United States?

Please note that shipping on oversized or heavy items may be higher than these prices. On oversized items, we have noted that the item will require a shipping rate quote for expedited or international shipping. These items include, but are not limited to: heavy liquids, buffers and complete wash systems.
* Orders must placed by 1:00 p.m. EST to ship out the same business day. Please call in to let us know if your shipping

These Expedited rates are for all orders that can be sent VIA Ground FedEx within the Continental United States only. * Expedited rates listed here apply to orders under $500. Orders totaling $500 or more will require an additional shipping charge. A representative will contact you with a shipping quote. Orders including cases or bulk items must ship via FedEx Ground Service.

Shipping on over-sized packages, packages with heavy liquids, buffers, or vacuums could be higher. Also, the above quoted air rates will be higher on over-sized packages. This would apply to international orders that can not be shipped by ground transport.

Florida residents enjoy Free Ground Shipping over $150 within Florida!

Does FedEx deliver on weekends?

Yes, FedEx delievers on weekends, excluding federal holidays.

Shipping to Hawaii, Alaska and military addresses?

Yes! We ship via USPS Priority Mail to Hawaii, Alaska and APO, FPO military addresses. No aerosol products. These rates do not apply to special order items.
* Heavy liquids or oversized packages may require additional shipping charges. We will contact you for approval before shipment if additional shipping charges apply.

What are the shipping rates for Canada?

Shipping rates include Handling, Packing and Insurance. In order to make it simple for you, we charge one low delivery charge based on the total value of your order.

Please note: Shipping on oversized or heavy items may be higher than these prices. An associate will contact you with an actual shipping rate quote if necessary. This may apply to heavy liquids, buffers, cases, etc.

Returns & Exchanges

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What is the return policy?

Items must be returned within 30 days in like new condition with original packaging. To return an item, call us toll free at 1-877-929-3100 to receive a Return Authorization Number and instructions. Write this number on the outside of the package. Products returned without authorization will not be accepted. The cost of the returned items, minus shipping charges, will be promptly credited via the payment method used. It may take 5-7 days for your bank to process the credit.

If you have received a defective item, please contact us at 1-877-929-3100.

Custom-made items cannot be returned. These items are made for your specific vehicle. Custom items include, but are not limited to: car covers, custom seat covers, Lloyd floor mats, and custom license plates. Please verify that the information provided for a custom item is correct before placing your order. Custom items are noted as such on the product page. We can only accept returns on custom items in the event of a manufacturer error.

Covercraft: Per Covercraft, we cannot accept returns on the following car cover fabrics: Form Fit, WeatherShield HP, WeatherShield HD, and Sunbrella. A 15% restocking fee will be charged on all other returned Covercraft items, including ready-fit car covers, Canine Covers, pet products, and Seat Gloves.

Electronics: Returned electronics (including buffers, battery tenders, tire gauges, vacuums, and blowers) are subject to a 20% restocking fee if product has been used or opened. There is no restocking fee for a defective product returned in exchange for the same product.

Can I exchange an item?

Yes. Please call us and let us know that you will be returning an item and what item you would like instead. We will assign a Return Authorization Number, which must be written on the outside of the package. Upon our receipt of the returned item, we will ship out the new item. You will be credited or charged the price difference, less shipping, to the original form of payment.