Frequently Asked Questions

Click Here for Information on Dealer/Wholesale Accounts

Click Here for Shipping Cost to Hawaii and Alaska

 < Ordering/Payment Questions

1)  Q: Do you accept orders over the phone?

     A: At this time we do not accept orders over the phone. After beta testing found the time consumption out weighed its need/benefit to overall customer satisfaction. To keep cost low we allow customers to order online at their convenience using any Credit Card via Pay Pal. For customers who fill ordering online is not to their preference we do accept Money Orders and Cashiers Check by mail.  Please use the following link on how Mail us a Money Order or Cashiers Check.

     >Please Click here to Learn How to Send Money Orders or Cashiers Checks<

2)  Q: How do I order an item that is not listed on the website but is carried by Import Horizon?     

     A: Since we carry such a large number of products for various vehicles it is quite difficult to list ever part we sell. If a part is not listed and we carry it please email us to  request price and availability. Payments can be sent manually through pay pal, credit card order by fax or by mailing a money order

         Click here to learn how to pay manually if there is not a shopping cart button on the website for product you want.

  >Please Click here to Learn How to Send Money Orders or Cashiers Checks<

    >Please Click here to Learn How to Send A Credit Card Order by Fax<

3)  Q: There is not a shopping cart button for my item, how do I manually send money through Pay Pal?       

         Click here to learn how to pay manually if there is not a shopping cart button on the website for product you want.

4)  Q: What Payments do you accept?

     A: Currently we accept Pay Pal, All Major Credit Cards by fax or US Mail, Money Orders and Cashiers Checks. Pay Pal allows the buyer to purchase with a Major credit card (MasterCard, Visa, Discover and  American Express) or directly from your banking account as an e-check

5)  Q: What is Pay Pal and why do you use it?

     A: Pay Pal is a easy, safe and secure way to send money from Bank Accounts, Credit Cards (MasterCard, Visa, Discover and American Express) and also E-Checks (Which is like sending a check electronically). We use Pay Pal because its is easy to use, is a versatile universal payment solution, extremely safe and helps us keep cost low. In turn we can charge you the buyer less for products than other online stores. (Pay Pal has over 20 million users in 36 countries, including more than 3 million business accounts!)

6)  Q: Is Pay Pal Safe?

     A: Yes, Pay Pal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available). Before you even register or login to Pay Pal site, Pay Pal server checks that you're using an approved browser - one that uses SSL 3.0 or higher.  >Pay Pal Security Info<

7)  Q: Does Pay Pal only allow Credit Cards Payments?

     A: Yes, Pay Pal allows all major credit card payments and also E-Checks (Which is like sending a check electronically). 

8)  Q: Will I receive a ups Tracking number?

     A: Yes, as soon as your product is shipped you will be emailed with a Tracking Number. This allows you to follow the shipment and plan its arrival. Please Note: If your order is shipped from the manufacturer a tracking number will not be provided since the item is not shipping from our warehouse.

< Shipping Questions

 9)  Q: How do you ship (What Shipping Company is used)?     

      A: All orders are shipped UPS ground unless faster shipping is requested. We can ship any of UPS's Faster shipping methods such as Overnight, Next day, 2, 3 day UPS as requested (Buyer is responsible for additional shipping cost.). Please email us your city, state and zip code along with what items you are ordering so we may determine shipping cost for any faster shipping you may desire. All Items to Alaska and Hawaii ship UPS Air thus the cost of shipping will be higher. Shipping to Canada will also be more and we only ship to Canada residents if the payment is in Money Order or Cashiers Check ONLY. Sorry we do not ship outside United States or Canada at this time. Sorry we do not ship to Puerto Rico. Sorry we will not and do not ship United States Postal Service.

10) Q: Where do you ship to? (What countries )?

     A: At this time we ship to all 50 States in the US and Canada. Sorry no Shipping to Puerto Rico or Foreign Countries at this time.

11) Q: How long does shipping take?

     A: Shipping Times depend on when you order, what you order and where the item is being shipped to. Most products are in stock and ship within 12 hours, while others may have to be ordered. Please contact us if your are trying to meet a deadline or specific date before you order. We would be happy to check stock before any order. We do not guarantee any ship times . Most items deliver in 5 business days or less. We always attempt to ship your order from the closest warehouse to your location.                 Please Note: Business Days Are Monday through Friday. Holidays that UPS does not operate on are also excluded as business days. All orders placed after 3 pm EST are processed the next business day.

12) Q: Are shipping costs set for each product?

      A:  Yes, a very large majority of products have set or free shipping. Shipping cost are listed on the same page as the product. We use set shipping cost to make it much easier for you to calculate total cost with shipping. Most companies often confuse and trick customers by adding shipping, handling and processing fees at check out. We strive in provide all upfront cost so there are no trick cost.

13) Q: Shipping cost to Hawaii & Alaska

      A: Since UPS Ground shipping is not available for Alaska and Hawaii we have developed a shipping cost page for these specific states

      Click Here for Shipping Cost to Hawaii and Alaska

14) Q: How long does it take before my order is shipped?

     A: This depends on several factors. First we must determine if the item is instock. If the item is instock it would ship the same business day if the payment is received on before the UPS pick up time. If the item is not instock it will need to be ordered from the manufacturer. If the item is instock at the manufacturers stocking facility the item will be shipped to us (import horizon) then shipped to you. On occasion we ship directly from the manufacturer to save you time and money. This allows for much faster delivery. If an item is on back order we will notify you with an estimated wait time on when the item may ship.

17) Q: Will I get a Tracking Number for my order which was shipped directly from the manufacturer to me?

      A: In most cases we will not be able to provide a tracking number for items that ship directly from the manufacturer. If you where notified that your order has been shipped from the manufacturer and it has been longer than 7 business days please email us and we will make all attempts to locate your order.

< Customer Contact and Support

18) Q: How long does it take for IH Sales Staff to reply to emails?

      A: During normal business hours and days we are quite efficient in answering any questions, comments or concerns. We strive in what we do and often answer emails in minutes. 99% emails are answered in 12 hours. During normal business hours 99% of emails are answered in 1-90 minutes depending on the volume of emails we are receiving.

19) Q: I did not receive ups tracking number what do I do?

      A: First, be sure you are checking the email account that you sent your payment with. We often receive emails from users who have not checked the proper email account where we sent the tracking number for their order. If this fails, please use our order status page to contact us. We will reply to your email with information on status of your order.

      Please Click Here to Check Your Order Status.

20) Q: I received my order today and it is not the correct item, color or does not fit. What Do I do?

      A: Please use the following link to contact us using your urgent email form. Please remember to include specific details about problem so we may help you.

      Please Click Here to Use Our Urgent Form.

21) Q: I ordered when will I get an email response?

      A: As soon as your order is received you should get an email response within 24 hours. If the order is placed during normal business hours you will receive an email response much sooner than 24 hours. The email conformation should include the shipping address submitted, and all valid part #'s and part descriptions. If there are any discrepancies to this order or any changes that need to be made, please contact us immediately order@importhorizon.com

22) Q: Do you have a phone number I can call to place my order?

      A: No, Currently, we do not have a phone system set up to place orders. Since we only except Pay Pal, Money Orders and Cashiers Checks at this time we would not be able to take orders and credit cards over the phone. Pay Pal is web based only. Only the user can sign up for an account thus we could not manually charge your credit card. (Please Note we are working to get a personal shopping cart and a merchant account for our website. Thus our customers can charge there credit cards without support outside Import Horizon {I.E. Pay Pal}).  We prefer to stay e-based in our support. This allows the customer to ask questions on his or her time and thus eliminating long wait times on the phone just to ask for prices or check stock. We value your time and don't want to have you on hold on the phone for 30 minutes like other companies do.

< General Questions

23) Q: What your return policy?

     A: ALL SALES ARE FINAL!! Under certain circumstances returns may be considered. (Incorrect Parts ETC) This is totally at our discretion. A 30% restocking fee may be charged on returned items or any orders canceled at the sole discretion of Import Horizon. No returns accepted or refunds given without prior authorization or after 14 days from date of purchase. No returns on special order/non-stocking or electrical items or AEM bypass valves or on any items that have been installed, mounted, or used. Return must be in 100% reselling condition! Import Horizon assumes no liability for costs (labor or otherwise) or inconvenience incurred as a result of incorrect or mislabeled parts. It is the end users responsibility to check for fitment before installation. 

24) Q: What is the refund policy if my return meets all objectives in #23

      A: We refund all money the same way the payment is sent.
Return Process
a) Customer must purchase another item before we ship an item. They must ship the defective back. After the defective is received the money will be refunded to customers Pay Pal account if it passes all limitations in returns (100% Resalable Condition NOT installed, Not mounted, or Never used).

OR

b) Customer can send the product back for inspection (without ordering another) and if it passes all limitations in returns (100% Resalable Condition NOT installed, Not mounted, or Never used) we will ship another (replacement) out ASAP.

25) Q: What Brands of Performance Products do you sell and for what cars.

      A: Just click the "About Us"  button, located in the menu to the left to see what brands we carry. We specialize in Imports but, are always expanding our product line to meet all drivers needs. If the manufacture makes it we can get it. Just email us the part number you need along with the year, make, model and engine type of your vehicle.

26) Q: Will I get a receipt with my order?

     A: We do not guarantee a receipt for all orders since we do not stock all items we may ship directly from our alternate warehouse or the manufacturer. We can postal mail all receipts at the customers request

27) Q: How do I order?

      A: Ordering is simple. First go through the website until you find the exact product for your vehicle. Click the Add to Cart Button. This will open a new window with that product added to your cart. Then click the check out button. login with your pay pal Id and your set Or manually send money through Pay Pal if there is not an "add to cart button"  Click Here for More Information on How To Send Payments When a Add to Cart button is no present

You can also send a Money Order > Click Here To Learn How to Send A Money Order or Cashiers Check

< Shocks & Springs Questions

28) Q: Can shocks be used to lower a vehicle?

      A: Some shocks are height adjustable and may offer the ability to slight raise or lower your vehicle, others  may just adjust dampening. For large drops we highly recommend replacing springs with a coilover or lowering spring set up. Shocks should not be used solely to lower the vehicle.

29) Q: What are Coil Overs?

      A: Coil Overs have threaded aluminum sleeves which slide over the shocks in most cases. The coilovers allow the driver to adjust the height of the car usually as easy as turning a bottom plate up or down.

30) Q: Do I need a Camber Kit When My Car is lowered?

      A: When lowering your vehicle a camber kit is HIGHLY Recommended for tire longivity and power alignment/camber.

      What is camber?
      Camber is the inward or outward tilt of the tire/wheel assembly. This angle is measured from a true vertical line, i.e. perpendicular to the ground. A tire/wheel assembly that is tilted outward at the top is considered to have Positive camber. While a tire/wheel assembly tilted inward at the top, displays Negative camber. For a zero setting, the tire/wheel assembly is in the exact vertical position or perpendicular to the ground.

31) Q: Do I need to replace my shocks when lowering my vehicle?

     A: Though it is not always completely necessary to do this we do recommend it for longer and better ride quality. The lower the vehicle is set with stock shocks the faster the decrease in life and ability blow.

< Intake & By Pass Valve Question

32) Q: What is the difference between Short Ram Intakes and Cold Air intakes?

      A: There are generally two types of intakes available. The  "Short" Intake, as opposed to the so-called "Cold Air" intake. The short intake replaces the filter and piping in the same position as OEM. The Short Intakes we sell are available from AEM and Injen. The Cold Air induction systems relocate the filter outside of the engine compartment for a cooler intake charge and more power over the rpm range.. The cold air intake reaches much further away from the engine to supply the engine with cooler air. Thus the cooler the air the more HP. While the cold air intake produces more horsepower than the short intake it does cost a bit more. We would like the warn you that it may be possible for the cold air intake to suck water into the engine due to its filter position. For this reason we recommend AEM's Bypass valve for those you live in areas where flooding occurs. AEM Bypass Valve virtually eliminates the unlikely chance of water ingestion should the filter element become wet from deep puddles, rain, hail, sleet or snow–or any other scenario in which the filter element could encounter or become submerged in water. 

33) Q: What is the AEM Bypass Valve?

      A: AEM’s patented air bypass valve virtually eliminates the chance of hydro-lock in the unlikely event the filter of your AEM Cold Air induction system becomes submerged in water. The valve installs along the upper portion of the inlet pipe and shuts down induction at the filter when it becomes submerged, rerouting air through its external diaphragm to keep water out and air flowing in. The AEM Air bypass valve is for use only on AEM Cold Air induction systems, and is not for use on forced induction vehicles. Pending C.A.R.B. exemption. Patent # 6,394,128.

34) Q: Could the AEM Bypass Valve be Used On Another intake system?

     A: Though it often stated by other manufacturers that it can be done we only recommend use of AEM Bypass Valve on AEM Intakes. Please note a AEM Bypass Valve with not bee need for short ram intake applications.

35) Q: How many HP will a cold air intake increase in my vehicle?

      A: This depends on the vehicle along with other variables. Most manufactures have done extensive research and development on their products. Most provide Dyno Horsepower results on their product on there website.

36) Q: Are AEM or other aftermarket products legal in my state?

      A: Some items may be legal for off-road use only, please check local statutes concerning legality and compliance.