Cancellation Policy:
Once an order is placed it can not be cancelled or modified under any circumstances. This policy is also presented to you at the last step of checkout, you will have to check off a box that you have reviewed and agree to this before checking out.
Please carefully review your order, shipping and payment details before checking out. If you have any questions about your order please reach out to our team and wait for a response before completing checkout. Coupon codes need to be applied and verified by the customer before completing checkout. Once you complete checkout we can not apply a coupon code to your order.
Once your order is placed it goes directly to our warehouse team to start pulling. We are also charged various transaction level fees that are not refundable when you checkout.
Once checkout is completed any item that needs to be exchanged or returned will need to be treated as a return following our listed return policy and procedure on the main menu of the website.
Order Handling Times:
Most orders placed will ship within 1 business day, 99% of orders fall into this category.
Orders placed over the weekend(after 2pm EST Friday) will be processed Monday and shipped Monday in most cases. If we have an exceptionally busy weekend or are running a large promotion some orders placed later in the weekend and on Monday may not ship until Tuesday.
Once we are caught up from our weekend rush most orders placed before 2:00pm EST Tuesday-Friday will ship the same day.
We always do our best to ship orders as quickly as we can. Emailing us to ask how quickly your order will ship can be difficult to answer since we do not know when you will be placing your order or how many other orders we will have at that same time. We ship orders in the order they are received, so the sooner your order is placed the sooner it will ship. We make no guarantee of handling time for any order placed except 2 Day Air Orders(see below). Handling times will be longer during large sale events and after holiday closures.
Order Transit Times and Tracking:
Once your order is packed and completed here you will receive an email with tracking when the label is generated. We continue packing orders after our carrier pickups each day to keep things moving as quickly as we can. If your label is generated later in the day(After 2:30PM EST) your package may not be picked up by the carrier until the next business day.
Once the carrier has your package and has scanned it in the tracking page will show an estimated delivery date. These estimated transit times are not guaranteed except for 2 Day Air Shipments(see below). They can be extended during peak shipping seasons or by other variables such as a large volume of packages at your local hub or weather that are out of our control. It may take up to 1 business day for your tracking to update after receiving our initial email. In very rare cases the carrier may miss a scan on your package at pickup or when it leaves their local hub. When this happens the package is still on the way and will not be delayed, the tracking will just not update until the next scan/stop.
If you need your order by a certain date we suggest you contact us first to see if we can meet your expectations. The best option will be to review our 2 Day Air shipping information below and see if that timing presented will meet your needs. The second best option will be to select FedEx Ground as their delivery times are more reliable than USPS. If you have a general question on transit times our team will do our best to give you an estimate on when they think your order might arrive based on historical data. Any estimate we give you is not a guarantee and will follow the same guidance listed above. Once an order is placed it can not be cancelled or modified under any circumstances.
Pre-Order Items: Any order with a "pre-order" item will ship in full once all items are available. These orders will not be split up into multiple shipments. If there are in stock items you want shipped right away you will need to place two separate orders.
Shipping Carriers:
The Clean Garage now offers our customers more options at checkout for shipping carriers and services!
USPS Ground Advantage: Our economy service available for most packages 25 pounds or less. This is a trackable service that will give you an estimated delivery date. It is not a guaranteed service and delays are more prevalent with USPS. Delays can happen based on weather or increased volume at any of their hubs across the country. Unfortunately if your order happens to be delayed there is nothing we can see on our end that is different from what you see on the tracking page, the tracking will update once the package moves again and it will be delivered to you. If you want an affordable shipping option for smaller boxes this is the best option available currently.
FedEx Ground: Our preferred ground shipping method. For residential addresses this service is called FedEx Home Delivery. This is a trackable service that will give you an estimated delivery date that is accurate 99% of the time. Delays are still possible in very rare situations based on weather or increased volume at any of their hubs across the country. We have transitioned our shipping to FedEx as they are currently offering us more/faster package pickups, faster delivery times to most zip codes we service, lower cost, better delivery management options for our customers and better proof of delivery for our customers than UPS.
Free Shipping: Any Free Shipping promotion is available only for the lower 48 states. The carrier for free shipping will be selected at our discretion from the current carriers we use listed above. Free shipping orders do not have a guaranteed transit time.
2 Day Air: We are now offering a 2nd day air option from FedEx for customers that need their items at a guaranteed date. The cost is calculated by your specific order and location. It is very important you review and understand the information below about the timing of these orders.
The timing for 2 Day Air shipments is calculated in business days Monday-Friday only. Our cutoff time for a 2 Day Air order to go out the same day Monday-Friday is 2:30PM EST. 2 Day Air orders placed after 2:30PM EST will go out on the next business day.
Here are some examples:
- A 2 Day Air order placed Monday at 11AM EST will ship the same day and arrive Wednesday
- A 2 Day Air order placed Friday at 3PM EST will not ship until the next Monday and arrive the next Wednesday
- A 2 Day Air order placed Thursday at 1PM EST will ship Thursday and arrive the next Monday
Warehouse Pickup: This option is available to our local customers once a local address is entered. Please review our Local Pickup Instructions Page
Alaska, Hawaii and Puerto Rico: Shipping charges for these locations will be calculated at checkout based on your location and items in your cart. Free shipping offers are for the lower 48 states only and not applicable to any of these locations. Please expect extended transit times for these further locations. For Alaska and Hawaii we now offer the same 2 Day Air listed above, which follows the same guidelines.
International Orders:
We currently offer International shipping to Canada, Mexico and The UK only. We do not currently offer international shipping to any other countries. If we do add a country in the future it will be listed here and ont
North American Orders: All orders for NA are placed here on our US site and will be processed in US dollars.
The UK Orders: All orders for The UK will be placed at The Clean Garage UK - please review our specific ordering policies on that website. If an item is not listed on that site we are not currently offering it to The UK due to possible shipping restrictions or electrical issues.
For all international orders shipping charges will be calculated at checkout based on your location and items in your cart. Free shipping offers are for the lower 48 states only and not applicable to international orders.
We have transitioned all of our shipping to FedEx International Connect Plus service. We have found this service gives our customers the best balance of cost, delivery time and ease/lowest cost of paying duties.
All buyers outside of The USA are responsible for any duties and fees charged for importing the products purchased. We do not add these duties and fees at checkout, you are paying us for the product plus shipping cost. The carrier will contact you to make payment, if payment is not made in their allowable time frame the package will be returned to us and we will need to charge you an additional shipping fee to re-send it. They will send you multiple notices so this situation would only happen if you ignored them multiple times.
Lost, Damaged and Stolen Package Policy:
Lost Packages
In extremely rare circumstances a package may be lost in transit. It is important to understand a minor delay in tracking does not mean a package is lost.
If your package is lost in transit we will file a lost package claim with the carrier when they allow us to do so. Here are the guidelines when each carrier allows us to file a lost package claim:
USPS: 15 business days after shipment
FedEx: 3 business days after estimated delivery date
If you are not yet at those dates please wait for your package to arrive as 99.9% of the time they will do so before we reach those thresholds.
If your package is lost The Clean Garage will file a claim with the carrier and reship your order at no charge to you, if the initial shipment is also delivered we will provide you with a return label to return one of the shipments to us.
Damaged Packages
Any damage to your order must be reported within 1 business day of delivery so we can file a damage claim with the carrier.
Please email sales@clean-garage.com and include your order number, a description of the issue and picture(s) of the order as received and damaged item(s).
Providing the above details/pictures will allow us to help you as quickly as possible.
Any item damaged beyond use will be replaced at no charge. If an item is still usable, like a liquid that leaked partially, we will issue you a store credit for an agreed to value for the product lost and inconvenience.
Stolen Packages
Our obligation as a seller is to safely deliver the items ordered to the address provided and provide proof of delivery.
The shipping carrier has the same obligation to you.
Once a package is delivered it becomes your property and your responsibility.
Unfortunately packages can be stolen if they are left to sit outside. This is a crime and needs to be reported to your local law enforcement.
The Clean Garage and our carriers are not responsible for your package once delivered.
If you have issues with packages being stolen you can select FedEx as your carrier and use their delivery manager to have your package held for pickup at a location. A doorbell camera is another great way to deter theft.
Missing or Inaccurate Items
If you received a partial delivery please first check the tracking provided to you on the carriers site, it is possible the order was shipped in multiple packages and some are still in transit to you.
If all of your packages have been delivered and you are missing an item or have an item that is inaccurate please report this to us within 1 business day of delivery.
Please email sales@clean-garage.com with your order number, a brief description of the issue and picture(s) of the order as received including packaging.
This will help us help you as quickly as possible. A picture of the box helps us determine if it was possibly damaged and repacked by the carrier.