Help/FAQ
Help Center/Frequently Asked Questions
General Information
What are your hours of operation?
We are open Monday through Friday 10am-6pm (EST). (During the off-road/event season, there are times where we will be closed. Any planned closures will be available under our Contact Us page)
Do you have a retail store?
We sure do! We are located at 1209 Bedford St. Abington MA 02351. We tend to carry fast-moving, in-demand products and apparel so feel free to give us a call to check inventory before you make the trek!
Do you sell factory replacement parts?
At this time, we mostly cater to the aftermarket crowd and only stock aftermarket parts. While it doesn't hurt to call in and check inventory, we recommend contacting your local dealership for OEM replacements.
Do you only sell Jeep parts and work on Jeeps?
No! Recently we have moved into the truck and 4x4 world a little more. While we may not have many products for trucks and other 4x4s on our website, we do have access to plenty of products and would be happy to help you out!
Do you offer installs?
Yes, we do. We offer installations to both local enthusiasts and even non-locals up for the trip. Installations are by appointment only and are on a first-come, first-serve basis. We tend to book up quickly, so give us a shout today.
Do you offer consultations?
Absolutely! We want to make sure you are getting the perfect products for your vehicle! We are available to chat either in person or over the phone during our normal business hours. All consultations are free and no appointment is needed. In person consultations are conducted during the hours of 10am-4pm Monday through Friday. If you'd like to set up a time for a consult in person, please reach out to us!
Are you on social media?
Of course! Feel free to give us a like or follow on Facebook or Instagram.
How do I become a brand representative of Offroad Elements?
Our brand rep program is open to the public for applications and we are always looking for fellow customers and off-road enthusiasts to join our elite team. If you think you have what it takes, send an email to marketing@offroadelements.com.
Ordering & Payments
What are your methods of ordering?
- Online: www.offroadelements.com
- Phone: 774-826-9948
- Email: We can email you a PayPal invoice which can be paid through your PayPal account or with any major credit card.
What are your methods of payment?
We accept all major credit cards (American Express, Discover, Mastercard & Visa), cash (for in-person orders only), check, PayPal and Affirm.
Do you offer financing?
We offer PayPal Financing directly through PayPal. This can link to your existing PayPal account or you can create an account and apply for a loan from there. We also offer Affirm directly from our website.
Do you offer military discounts?
We do! Military discounts vary from brand to brand so feel free to reach out prior to placing your order and we will get you taken care of.
What does my order status mean?
After your order is placed and confirmed, your order will be "awaiting fulfillment". Once tracking information is generated, your status will change to "shipped" or "partially shipped" (if you ordered multiple items that ship separately) and tracking will be sent to the email you provided us. If your order contains backorder, pre-order, built-to-order item(s) or those taking longer than expected, we will reach out to you personally with updates.
I need to change or cancel my order.
In the event that you need your order changed or cancelled, please reach out to us immediately to ensure your product(s) have not shipped. If the item you ordered was in stock at the time you placed your order, chances are we will not be able to cancel the order as our team sends it immediately to shipping. An order that has already shipped cannot be changed or cancelled. Offroad Elements does not assume responsibility for shipping information that was entered incorrectly on the order. **Custom orders, items built to order and/or scratch & dent orders cannot be cancelled or refunded. If you have any questions, please feel free to reach out.
When will my order ship?
MOST orders normally ship within 24-36 hours (or next business day from order) unless otherwise specified. This excludes built-to-order, backorder, pre-order etc. In stock orders placed on Saturday and Sunday will ship the following business day. If something will take longer than expected to ship, we will reach out to you personally with updates. Be sure to check our Current Lead Times page for any manufacturer lead times (subject to change based on manufacturer availability)
How will my order ship?
For most orders, we ship using USPS, UPS and FedEx Ground Service for domestic shipments within the 48 contiguous states. Some LTL and freight carriers may be required for domestic shipments that are oversized, overweight or require special handling. In those instances, the freight carrier will contact you prior to delivery to schedule a delivery appointment.
How long does shipping take?
Most orders ship UPS, FedEx and USPS Ground unless a different shipping method is chosen. To keep our ship times to a minimum, we select the fastest transit method to you.
Do you offer free shipping?
We offer free ground shipping on all orders over $70 and within the lower 48 states. This excludes freight items, 813 Fabrication orders, SDHQ orders, apparel orders and any orders shipping to Alaska, Hawaii and Puerto Rico.
Do you offer expedited shipping?
We do! We've ALL been there where we've needed a part ASAP and had to pay a little extra to get the parts a little quicker. For expedited shipping, please contact us prior to ordering for an accurate estimate. *** Offroad Elements cannot guarantee that if you pay for faster shipping (Overnight, 2nd Day Air, 3rd Day Air) your items will arrive when they are supposed to. Offroad Elements/UPS/FedEx will not offer refunds for expedited shipping items that take longer than expected.
Do you ship to a PO Box or APO?
For orders that need to ship to a PO Box or APO, please contact us prior to ordering to ensure we can fulfill this request.
Do you offer international shipping?
We do! We are able to ship to anywhere! Please be advised, for all international orders, shipping rates and times may vary depending on the product and destination. Please contact us prior to ordering for an international shipping quote. For international shipping orders, please make sure the shipping address is correct and complete prior to creating your order. Offroad Elements is not responsible for incorrect or incomplete address information. ** We are currently not shipping outside of the United States. For international orders, we recommend using a freight forwarder or transfer station on the state side to ship your items to in order to complete your order.
I need to change my shipping address.
If you need to update or change your shipping address, please contact us immediately to make changes. If your order has already shipped out, there will be a $15-$30 address change fee (dependent on the shipper) to make updates, if allowed.
How do I track my order?
Once tracking is generated, all information will be emailed to you using the email address that is linked to your account. Be sure to check your junk and spam folders, in case our emails end up there.
I ordered the wrong part! Can I change it?
Customers are responsible for making sure the parts ordered are correct. If your item(s) has not shipped out, please contact us ASAP so we can update the order and take care of any differences in balance. If your item has shipped out, we cannot change it. You will need to ship it back once you receive it. If you receive your item and realize you ordered the wrong part, please contact us so we can get you an RMA.
Products
Something is wrong with my item(s).
Oh no! That's not good! If you find that your item(s) is damaged/incomplete/incorrect please reach out to us immediately. We require photos and an email to sales@offroadelements.com with the issue to begin the claim process.
What is your Warranty Policy?
Most warranties are posted on the product page and are covered by the manufacturer at their discretion. If you believe you have a warranty issue or questions, please give us a call.
I need to return/exchange a product(s).
Please reach out immediately to begin the return/exchange process. For information on our return/exchange policy, please click here. All returns require prior authorization. Offroad Elements will only accept new, unopened, unused items for returns.
Does Offroad Elements stock or drop ship parts?
We do both! We stock fast-moving, high-demand products in our Abington location. We have warehouses scattered across the country to keep our shipping times down. Made-to-order items drop ship directly from the manufacturer. Our website does not track live inventory, but we do our best to provide the most up-to-date and accurate lead times available.
I don't see what I'm looking for on your website. Can you still get it?
While we try to keep as up to date as possible with our inventory and available products, sometimes we miss something. If you're looking for a specific part and cannot find it on our site, please don't hesitate to reach out and we will do our best to get you what you need.
How accurate are the expected lead times for items shipped directly by the manufacturer?
While we do our best to provide you with accurate information and lead times, all lead times are estimated and not guaranteed and are based on our experience with the manufacturer.
My item is a back ordered product. What happens now?
In the event of a back ordered item(s), we will contact you via order message, phone or email to confirm the status and provide you with options (change the item to a more readily available/in stock item, keep the back order for when stock is replenished or cancel the order and issue store credit/full refund). Most back ordered items ship within two to three weeks, depending on demand. While this cannot be guaranteed for all manufacturers and brands (especially during the holidays and peak ordering months) we want to make sure you are taken care of and will work with you as best as we can.
Does your website show live inventory?
At this time, the items on our website are NOT live inventory. While most products do ship within 2-3 business days, some do have lead times. We do our best to keep the lead times as accurate as possible but rely on the manufacturers to keep us updated when things do change. If an item is backordered and our website does not reflect that, we will reach out to provide you with the most up to date information. Please check our Current Lead Times page for up-to-date lead times on items.
Miscellaneous
Do you price match?
We at Offroad Elements do our best to price match products listed on authorized competitor websites. A website link is required in order to be verified and excludes auction sites, items listed as clearance, closeout, scratch & dent or items that are priced incorrectly elsewhere.
How is my information collected from me?
Offroad Elements is protected using SSL (secure socket layer) encryption, the highest standard in internet security. Your information will NEVER be shared with anyone outside of our company.
Do you donate to clubs and events?
We receive a high amount of donation requests from events and clubs throughout the year. While we do try to donate to as many causes and events as possible, we cannot spread ourselves too thin. We ask that anyone looking for donation items for events contact us at marketing@offroadelements.com 2-3 months prior to the event, ensuring our team has enough time to go over everything.