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Frequently Asked Questions About EVUniverse.com Orders
Credit Card Processing
How is my credit card processed when I order?
At the time you place your order, our system will validate the credit card information you provided and verify that funds are available in your account. Your credit card will be charged for the full amount of your order on the day that your order is ordered. For more information please see the Stripe.com payment processing Terms of Service at https://stripe.com/legal/end-users
What is a Card Identification Number (CID/CVV)?
We strive to provide a secure shopping experience and require your CID /CVV from your credit card for each order. We do not store this CID/CVV numbers.
How do I handle a processing error for my payment?
Payment Declines and Failed Authorizations:
- You may need to contact your bank or financial institution for assistance on declined payments. You are welcome to submit an alternate payment method for your order if you are unable to resolve the payment issue.
Possible reasons for failed payment authorizations:
- The billing address does not match what your bank/financial institution has on file.
- The security code i.e. CID/CVV is incorrect for the credit card number you have provided.
- Withdrawal or purchase limits may have been exceeded.
- Insufficient funds.
- Holds on your account
Why does my order say there was a problem processing your payment. Please try again?
At the time an order is placed, our system first verifies the funds are available and then validates the credit card information submitted. If the entered information does not match with what is on file for the credit card, our payment processor will deny the order and credit the amount back. Unfortunately, we do not have access to the reason why the credit card information doesn’t match.
Please make sure the following information is entered correctly on the checkout page when placing the order:
- Credit or Debit Card number.
- Card expiration date.
- CID/CVV number.
- The exact Name and Billing Address as it is on file with your financial institution or Credit Card company.
Can I pay by check? Can I order items COD?
EV Universe Inc. only accepts major credit cards. We do not accept COD.
Why am I being charged sales tax?
EV Universe Inc. is required to collect taxes in all states where we or an affiliate have a physical presence or we reach a sales tax “nexus”. We are also required to calculate your taxes based on where your order is being shipped to. As a result, if we have a physical presence or an affiliate has a physical presence in the state or approaching or reached sales tax “nexus” status, we are shipping your order to, we are required by law to charge all applicable state and local taxes.
Items designated as Special Order cannot be canceled once ordered. Returned Special Order items may be subject to a 20% special order return fee. EV Universe Inc. may refuse returns on any Special Order items for any reason.
Shipping & Delivery
Frequently Asked Questions on Shipping & Delivery:
Can I qualify for free shipping?
You can qualify for free ground shipping on some orders depending on current offers or promotions. If an item does not qualify for free shipping, you will be notified at or before checkout. The following attributes may disqualify an item for free shipping eligibility:
- Oversized items or items requiring special handling
- Some shipments to Alaska or Hawaii
- Items that are not in stock
- Special orders
Why is ground shipping the only method available for order?
Due to federal transportation and shipping regulations and shipping carrier policy, some items are restricted to ground methods for home delivery.
Why is freight shipping the only method available for order?
Some items due to their size, weight, dimensions or special handling requirements are only available to be shipped via freight.
Can I have my order shipped to a location outside of the United States?
Evuniverse.com ships only to locations within the 50 United States. Shipment outside of the United States is not offered.
Can I have my order shipped to a different address than my home address?
Yes, you can enter a different shipping address during the checkout process.
Can I have parts shipped to an APO or FPO address?
EV Universe Inc. does not currently offer shipping to APO or FPO addresses or to any of the U.S Territories.
Can I have parts delivered to a PO Box?
Currently, all shipping from Evuniverse.com cannot be delivered to Post Office boxes. A physical street address is required.
When will I get my order?
All delivery dates shown on the site are estimates; it is not possible to guarantee a delivery date. Generally, when an order is shipped via Standard Ground, your order will arrive in 3 to 5 days (excluding weekends and holidays). The email you received confirming your shipment contains a link to tracking.
Tracking a Package
Can I see where my package is while it’s on the way?
A link for package tracking may be included in the email confirming the shipment of your order. You may also log in at Evuniverse.com, select “Profile”, then “Dashboard” and then “Shop Orders” to track a specific shipment.
Is it possible for me to cancel my online order?
It may be possible to cancel an order if it has not been completely processed, but this is not always possible. If you need to cancel an order made on Evuniverse.com, please use the “Inquire About Order” link on the order status page, or contact Order Support directly at (866) 502-2285 as soon as possible. Otherwise a return may be required and is subject to our Online Sales Terms and Conditions.
My order should have been here by now or something else is wrong with my order. What can I do?
Missing orders, missing parts, incorrect parts or damaged packages must be reported to EV Universe Inc. within 24 hours of the shipping carrier confirming that the order was delivered.
First, check the tracking number included in your confirmation email. You can also log into Evuniverse.com, select “Profile”, then “Dashboard” and then “Shop Orders” Once you have confirmed the delivery was made, check with family and neighbors and in any nearby location where the order may have been left.
If you still haven’t located the package, filing a stolen property report with your local police is a reasonable next step. You may also want to check with your insurance company about applicable coverage.
EV Universe Inc. is not responsible to replace or refund any order that shows to be delivered in shipping carrier’s tracking. The security of deliveries becomes the responsibility of the customer once the order reaches the addressed location. Neither UPS, FedEx nor EV Universe Inc. is responsible to replace product that is missing or stolen from the delivery location. Only after UPS and FedEx investigates and accepts the claim
as mis-delivered can a refund be considered. If UPS/FedEx validates the delivery was completed as indicated, no reimbursement will be issued.
Returns & Exchanges
Need to send an item back?
An original purchase receipt is required for all returns. All returns must be processed within 30 days of order. Here’s what you’ll need for us to process the return:
- The item must be in its original packaging
- Must include all original materials supplied with the product
- Must be in unopened condition and uninstalled
Online Orders (Sending Returns to the Online Store—Evuniverse.com):*
You’ll need to follow the return guidelines above when sending in a New return. Please keep the following in mind:
- Customers are responsible for all shipping costs*
- Returns sent COD (Cash on Delivery) will not be accepted
- If you return an item you didn’t buy from us, you’ll have to pay shipping to have it sent back to you
- You must obtain an RMA (Return Material Authorization) from Evuniverse.com prior to sending the item back. · Email support at [email protected] with your account number, RMA, order number and contact information, including full name, address and telephone number.
*NOTE: Shipping charges are non-refundable.
Batteries cannot be returned once installed for any length of time.
“Dry” stored batteries are not returnable once opened or acid in the kit is added to the battery
If it is approved for a refund, the amount of the item will be credited back to the gift/credit/debit card originally used to purchase the product (usually within 7 business days after the product is approved for return. We recommend shipping with a carrier that offers tracking, insurance and delivery confirmation (such as UPS or FedEx). If you use USPS mail, we require that you request USPS to obtain a signature at delivery time.
If you send us an item for refund that we don’t approve as a return, you will be required to pay shipping on that item in order to receive it back and no refund will be processed for the item.
**For returns involving warranties or defects, products shipped in error, or products damaged in shipping, please send us an email via the Contact Us page, or you may contact us toll free at (866) 502-2285. Please be able to specify the order number for the product you wish to return and be able to provide a brief description of the nature of the problem with the product. An Online Order Support agent will assist you with the return and provide a Return Code RMA and prepaid return shipping label (if applicable) via e-mail.
All returned merchandise is subject to inspection and approval prior to credit being issued. We will only refund the card/account used for the purchase, so please retain gift cards until your entire transaction is complete. Clearance items, custom or modified parts are not eligible for return.
Buying the Right Part
EV Universe Inc., cares about your safety and also want to prevent damage to your vehicle. With any vehicle, purchasing and installing auto parts can be a complicated and difficult process. While we always do our best to ensure we provide you with accurate and current information, errors can occur. These errors may cause an incorrect part to be displayed as the result of a search.
For these reasons and more, you must always do, at a minimum, the following 4 steps to help ensure that the part you buy is the correct one for your repair project.
- Make sure ALL of the vehicle information you provide is correct. This includes the vehicles you define and any questions that you may answer on our web site. Read and understand ALL of the informational checkmarks listed with each part. If there are codes or statements that do not match your vehicle, do not buy the part. If there is information you do not understand, contact us to find out what it means.
- Please feel free to contact one of our Customer Service team members. See our Contact Us page HERE.
- Compare website photos with your old part (if applicable) and vehicle. If photos of the item you are purchasing are available on our website and compare them with the old part and make sure they match.
- If applicable, when the part arrives compare it with the part being replaced. If for any reason it does not appear to be the correct part, contact us to confirm that it is the correct part before proceeding.
Using these steps will assist you in selecting the correct part to get the job done right. Remember that, as with any large, powerful and complex system, failure to select the right part for your vehicle may result in damage to your vehicle, serious injury or death. Do not risk it. If in doubt, get answers from one of our friendly and helpful EV Universe Inc. team members or contact the manufacturer directly.
Because of the variety and complexity of vehicles available today, we are unable to provide detailed installation instructions for your part. Our manufacturers sometimes provide limited instructions with the parts. We highly recommend that you take advantage of these resources when working on your vehicle. If you are ever unsure of the correct or safest way to install a part, we recommend you seek help from a licensed, professional installer.
Failure to install a part correctly may result in damage to your vehicle, serious injury or death. Do not risk it. If you do not know how to install a part, get answers from a licensed, professional installer or have them install the part for you.