Frequently Asked Questions

Questions About An Existing Order

I placed an order. How can I tell when the order will be shipped?
You can check your order status on line at http://www.4wd.com/orderStatus.aspx. Please have your invoice number and zip code ready. You can also find information on your order by calling customer service at 1-800-555-3353 prompt 5.

I had an item on back order. How will I know when it will ship?
You can find information on a backordered item by calling customer service at 1-800-555-3353, prompt 5. The expected date is when the manufacturer says the item will arrive at 4wd Hardware. Once the order arrives it will take a day or two before the item is processed through our system, put into stock and shipped to you.

Will I receive so me sort of notification when my order ships?
When orders are placed with 4wd.com there are two emails sent out. When the order is initially accepted there is an order confirmation email sent that goes over the billing and shipping information as well as the items ordered and the order totals. This email is to confirm that everything was ordered correctly. Once the order reaches final processing and is placed on the truck a shipping conformation is sent. This email contains that same info as the order confirmation but it also contains the tracking numbers for the order.

I tried to track my package but the tracking number provided with my Shipment Confirmation email does not work. What is the problem?
Get Order Status: If your invoice/order number begins with an 8xx-followed by 6 digits, make sure you put a dash (-) after the first three digits. If you have a seven digit order number, just enter that as is.
It is very common for the tracking numbers provided not to become active on the shipper’s web site for up to 24 hours after the email is sent. The shippers are often slow at updating this information. If your tracking number does not work the first time, try to track the package again within 24 hours.

Having problems accessing your order on line?
(Order number is invalid) When accessing your nine digit order number, make sure you put a dash (-) after the first three numbers:

"Your Order is In Process"

We have received your order. Thank You! This status could mean one of two things:

1. If you are seeing "Qty Ordered" populated with the quantity you entered, and the "Qty Processed" matches the quantity you entered:

Example:	Qty Ordered	Qty Processed
	2	2

…then your order has been processed in one of our seven warehouses and has been shipped to your shipping address. Please allow 7-10 business days for receipt.

2. If you are seeing "Qty Ordered" populated with the quantity you entered, and the "Qty Processed" is zero:

Example:	Qty Ordered	Qty Processed
	2	0

…then your item may not be in stock in one of our warehouses or has been delayed from the manufacturer. It will be shipped to you as soon as it is received. When received, you may either receive the product from our Four Wheel Drive Hardware warehouse or directly from the manufacturer.

"Your Order Has Been Shipped!"

Your order has been received and processed through one of our seven warehouses. Please allow 7-10 business days for receipt. Thank you for your order! It is very common for the tracking numbers provided not to become active on the shipper’s web site for up to 24 hours after the email is sent. The shippers are often slow at updating this information.

If your tracking number does not work the first time, try to track the package again within 24 hours.

What does Multiple Order Numbers mean?

Example: 82X-012345, 82X-012345-1, 82X-012345-2, 82X-012345-3

• Your order is in stock and will be shipped from one or more of our seven warehouses.
• One or more of your items may come directly from the manufacturer.
• One or more of your items may not be available immediately and will be shipped upon receipt of the item.

Tracking Numbers

• UPS tracking numbers begin with 1Z491049XXXXXXXXXX
• It is very common for the tracking numbers provided not to become active on the shipper’s web site for up to 24 hours after the email is sent. The shippers are often slow at updating this information. If your tracking number does not work the first time, try to track the package again within 24 hours.
• No tracking number; your item may be coming from one of our seven warehouses or directly from the manufacturer. Please allow 7-10 business days for receipt of item(s).
• Tracking numbers other than 1Z491049XXXXXXXXXX means that the item has been shipped by another method other than UPS and cannot be tracked on line.
• Gift card orders will not display a tracking number and will say CANC in the Qty Ordered column. This means that your request has been processed and your card will be shipped.

I would like to get some form of express shipping. How can I do this?
We offer both 2nd day and overnight service however these options are not available online. If you have already placed your order you can try to call in and have the order expedited. If you have not placed the order yet you would be better off calling the order in. The number for both scenarios is 1-800-555-3353.

I no longer have the email with my tracking information, how can I get it?
You can check your order status on line at http://www.4wd.com/orderStatus.aspx. Please have your invoice number and zip code ready. You can also find information on your tracking number by calling customer service at 1-800-555-3353 prompt 5 or sending an email to customer service.

I received some items with my order that are damaged or that I no longer want, how can I return them?
You can download the RGA form here Return Goods Authorization Form and follow the instructions for the return. Or you can call the customer service hotline at 1-800-555-3353, prompt 5. You can also email customer service; they will reply back promptly with a reply.

I need copies of past invoices, how can I get them?
To get additional copies of invoices you have to contact customer service by calling 800-555-3353 or you can email customer service.

What is your return policy if I do not like a product?
Any item can be returned within 30 days of shipment as long as it has not been installed and has not been modified or damaged in any way. If the item has been installed and there are obvious marks on the item from the installation then it will not be accepted for return. See our return policy for more details.

What if the item I want to return was ordered more than 30 days ago?
Any returns that are 31 days or older are subject to a restocking fee. In some special cases returns that are older than 90 days are accepted but a higher restocking fee is always applied. The restocking fee will be determined by the customer service representative at the time the RGA number is issued.

When I return an item how long should I expect to wait for the credit?
When an item is sent back it will generally take 7-10 business days from the time the item is received here at 4Wheel Drive Hardware until the return will be processed and the credit issued. Once we issue the credit back to your credit card company it can take as long as 3 months for the credit to appear on your billing statement. Generally it does not take that long and shows up after 30 days but it can take longer. Alternatively you can ask for an in store credit that will appear as soon as the return is processed that can be applied to future orders.

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Questions About Products

How can I get instructions for an item?

Please check our website at www.4wd.com for installation instructions. For some items instructions are not available. When they are available they can be obtained by calling the Customer Service Department at 800-555-3353, prompt 5 or sending an email to techtips@4wd.com. The instructions are generally viewable and ready to download or print from our web site. Or you can choose to have them, faxed or mailed through the U.S. Mail. In some cases the instructions can be emailed if the tech department has them in an electronic format.

How long is the warranty for an item?
Warranty length varies from manufacturer to manufacturer. All products that 4Wheel Drive Hardware sells have at least a 30 day warranty. All warranties only apply to the original purchaser. You can also discuss purchasing ab Extreme Warranty with one of our Jeep Experts.

Any item can be returned within 30 days of shipment as long as it has not been installed and has not been modified or damaged in any way. If the item has been installed and there are obvious marks on the item from the installation then it will not be accepted for return. See ourreturn policy for more details.

I saw an item cheaper somewhere else. Does 4wd Hardware price match?
Yes, we do price match, however, there are some stipulations. In order for an item to be price matched the competitor must have the item advertised at that price and they must have the item in stock. The item we are price matching must be from the same manufacturer. There are many small internet based companies that have abnormally low prices but they do not stock items and it can take a very long time for the item to be drop shipped from the manufacturer and reach the customer. It is expensive to warehouse product so we are unable to price match with companies that do not have the item in stock. If the item meets the criteria, you can fill out our price match challenge or you can call our Sales department at 1-800-555-3353, prompt 1, and they can place an order for you and price match.

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Questions About Products

Do you ship internationally?
Yes we do. For international orders call 1-330-482-4924 or 1-330-482-6414. You may also fax in your order at 330-482-5035 or send an email

How much is the cost of shipping for my order?
Because the size and weight of each package is different and due to different shipping rates per country it is impossible for us to give a guess at shipping prices. To get an international shipping quote you can place your order online and wait for an email in 3-5 business days detailing the shipping charges. If you place the order online your credit card will not be charged until you approve the shipping charges via email. No international orders will be shipped without the customer’s confirmation of the shipping charges. Alternatively you can get shipping quotes via phone by calling 1-330-482-4924 or send an email

What will the customs fees or taxes be for my order?
We cannot calculate customs fees, import taxes or any duties that may be charged by another country. It is the responsibility of the customer to contact the local government to help determine what these fees will be and how they must be paid.

How long does shipping take and what method will the order be shipped by? We ship by a variety of methods including UPS International, Fedex® International and the United States Postal Service. Generally several shipping options along with the time frames will be emailed to each customer once the order has been submitted. Some of our faster methods such as UPS International Priority only take 2-3 days from the time the order is placed. Surface shipping which is generally avoided takes 6 weeks to 3 months. Please view our international shipping page for additional information.

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General Questions

Do you offer discounts to businesses?
Yes, we do have a Wholesale program that offers discounts to resellers. If you are a business please call our Commercial Sales Department at 1-800-967-5535 and one of our commercial representatives can go over the program requirements with you. You can also email your requests to commercial@4wd.com.

I have a mail order or return to send in. What address should I sent it to?
Any packages should be sent to 4Wheel Drive Hardware, 44488 State Route 14, Columbiana, OH 44408. Attn: Dept R, for all returns. Any correspondence or items sent via the United States Postal Service should be sent to 4Wheel Drive Hardware, P.O. Box 57, Columbiana, OH 44408.

You can download an RGA form here Return Goods Authorization Form.

Do I have to pay sales tax?
We charge tax in the following states: Arizona, California, Colorado, Florida, Georgia, Hawaii, Indiana, North Carolina, New Mexico, Nevada, Ohio, Oklahoma, Oregon, Tennessee, Texas, Utah and Washington. Because we own businesses in these states, we are required by law to collect all state and local sales taxes based on the destination of the order for the entire amount of that order. Tax rates are determined based on the delivery address of the order. TAX RATES ARE SUBJECT TO CHANGE AT ANYTIME.

How much is shipping?
The only shipping we offer on the web site is standard ground shipping. Use our shipping chart to figure your cost.

I know that I have an account but I cannot get into it for so me reason, how can I get back in?
If you are having problems getting into your account you can email our Webmaster and a solution to the problem will be found.

I lost my password. What should I do?
We have several password retrieval options available to you on our web site.

I am having problems getting my order to process or am having error problems with the web site, what should I do?
For web site problems please email the Webmaster. If you cannot wait, the order can be placed by phone by calling 800-555-3353 any time M-F 8am-10pm EST or from 9am-7pm EST on Saturday.

Do you have a show room that I can visit?
Yes, we have a showroom at our facility in Columbiana, OH. Items can be purchased there and as long as the item is in stock it can also be picked up at the store. The store hours are 8am-7pm EST Monday through Friday and 9am-5pm on Saturday

What part of Ohio is 4Wheel Drive Hardware located in?
Our facility is located about a half an hour south of Youngstown, Ohio about 15 minutes from the PA border.

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