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    Frequently Asked Questions

    ARE YOUR PRODUCTS OEM?

    The products that we sell on our website ARE NOT OEM (original equipment manufacturer). Each product we sell is an aftermarket part produced by one of our manufacturers or distributors. They are in no way developed or produced by Toyota Motor Corporation and we are not affiliated or endorsed by them or any of its subsidiaries or its affiliates.

    The name Toyota as well as related names, marks, emblems and images are registered trademarks of their respective owners, including Toyota Motor Corporation. The official Toyota Website can be found at https://www.toyota.com

    If you are purchasing any product that comes with letters or numbers are sold as individual sets of letters/numbers that may be installed anywhere on your vehicle and arranged to make different words, including some that may be trademarked.

    The product images on our website may show words that are trademarked and are used for illustration purposes only. 

    I RECEIVED THE WRONG ITEM

    Please send us an email at support@empyreoffroad.com with your order number and pictures of everything that was in the box. We will contact the manufacturer on your behalf and get you the correct part.

    I RECEIVED A DAMAGED PRODUCT

    Please send us an email at support@empyreoffroad.com with your order number and pictures of the damaged product. We will contact the manufacturer on your behalf and get you a replacement.

    WHEN WILL I GET MY ORDER?

    Orders are processed daily (Monday-Friday) and our standard pickup time is 4:30pm. You will receive a shipping confirmation email with a tracking number. You will typically not see any shipping updates until the next business day. Any shipping inquiries should be made with the designated carrier (USPS, FedEx, or UPS), not us as we don't control how quickly they scan, process or move your order within their network.

    If your tracking status says “Label Created, not yet in system,” that means that your package is no longer at our suppliers warehouse and has been dropped off at the shipping facility, but it has not yet scanned in to get the shipping process started.  Please give them 1-2 business days to update this status. 

    Once your product has left the warehouse, we have no control over where the product goes or how fast it gets there. Please contact your designated carrier (found on your shipping confirmation) about the whereabouts of your package. 

     USPS:

    - Packages are not being scanned in until it is delivered at your home or place of business.

    - Packages dropped off are sitting at USPS facilities for a long period of time before USPS starts to show movement.

    - Packages are showing delivered but customers have not received it.

    Please be advised: We contact USPS for every order that has issues that are brought to our attention. The only response we ever receive from them is "we do NOT know any tracking information besides what is provided based on your tracking number." This means that all we know is what can be found by clicking on the tracking number. 

    From our experience, 99.9% of all packages will show up, just very late. This can often times be 2-3 weeks late. We apologize for the inconvenience, but we do not control USPS operations or how fast they deliver your order. 

    How do I cancel an order that is already in the hands of the shipping carrier?

    Unfortunately, you cannot cancel an order that has been already shipped.I You will have to wait until you receive the product and will have to ship it back. Please read here about our return and refund policy. 

    WHERE IS THE REST OF MY ORDER?

    99% of all orders will have items coming from several different vendors/manufacturers. This means that your items will ship out separately and have their own tracking numbers. 

    HOW DO I INSTALL MY NEW PRODUCT?

    Most products will have an installation video on the product page in the description or a written installation guide on our blog.

    We are in no way liable for installations. Most products can be installed at home but is recommended to be installed by a professional. Please do not attempt to install anything if you do not understand the installation videos. We are not liable for damaged products due to improper installation and will not provide refunds or replacements if you damage the product. Please note that we do not have technical support that can walk you through step by step of the installation process. 

    WHAT IF THE ITEM IS OUT OF STOCK?

    If an item on our website is indicating that it is sold out or out of stock, they will be back in stock within 3-4 weeks. We do not have an exact date for when the item will be back in stock. 

    HOW DO I RETURN AN ITEM?

    Please make sure to read our return policy and email support@empyreoffroad.com to start your return process. Please reference your order number in your email.

     

    International Orders:

    Please note: All International orders are subject to a customs/duties fee. We do not pay this fee as part of your shipping cost It is your responsibility to pay this. If you reject the item, it will be returned to us and you will receive a refund, minus the shipping fee and a 15% restocking fee.