Shipping & Returns

Shipping Policy

Order Processing

Most orders are processed within 1-2 business days. Orders are not shipped on weekends or holidays. Shipping delays may occasionally occur and we will do our best to notify you if there is any issue with your order.

Domestic Shipping Rates & Delivery Estimates (U.S. 50 States)

Most orders are shipped from our San Diego, CA warehouse. We may ship from other locations as necessary.

Unfortunately we cannot ship to P.O. Boxes or APO/FPO addresses. Orders must be shipped to a physical address.

Shipping rates are based on the item(s) ordered, shipping destination, and shipping level selected. Rates are calculated and displayed at checkout.

The following shipping levels are available. Business days are Monday to Friday:

• UPS Surepost (Economy, US Postal Service handles final delivery): 1-7 business days
• UPS Ground: 1-6 business days
• UPS 2nd Day Air: 2 business days
• UPS Next Day Air: 1 business day

International Shipping

We currently do not ship outside the U.S. 50 States.

Shipment Confirmation & Order Tracking

Once your order has shipped and left our warehouse you will receive a Shipment Confirmation email which will contain the tracking number. The tracking number may not show activity immediately – please wait a day before contacting us with any questions regarding your shipment.

Signature Requirement

All orders with a value over $75 will require a signature in order to be delivered. Please plan accordingly. Once an order is shipped we are unable to redirect the package to a different address.

Special Delivery Requests/Instructions

Unfortunately we are unable to issue special delivery requests (i.e. “Leave on front porch,” “Leave package with neighbor,” etc.). You may leave a note on your door for the delivery driver, however the delivery of the package is at the discretion of the driver.

Packaging Damage

Please make sure to inspect the order packaging for any signs of damage before signing for your order. If significant damage is present that may have affected the contents inside, please refuse the shipment and contact us so we can create a damage claim and process a replacement order.

Late Deliveries

Transit times for UPS Surepost and Ground shipments are estimated, not guaranteed. UPS 2nd Day Air and Next Day Air transit times are guaranteed however we are not responsible for shipping delays incurred by UPS once they have possession of the shipment. Neither we nor UPS will issue a refund on shipping fees in case of a delay due to severe weather or other acts of god.

Failed Deliveries & Returned Orders

UPS will attempt to deliver a package with signature required 3 times. After a failed third attempt, the package will be re-routed back to our warehouse and a refund will be issued to the original form of payment and the item will be returned to stock. If you would still like this item, you will need to reorder the item again, pay and ship.

Lost or Stolen Packages

We are not responsible for lost or stolen packages. In the event a package is lost or stolen, either the receiver or we will need to contact UPS to open an investigation. We are unable to move forward until the investigation has been completed by UPS.

Return & Refund Policy

The following information only applies to items purchased directly from Bilstein. If you made your purchase elsewhere, please contact your place of purchase for return details.

We want you to be happy with your purchase and will do our best to help if any problems arise. If an item doesn’t fit or work correctly, don’t try to “make it fit” and risk damage! Please contact us and we will try to make it right. Here are our policies related to returns and exchanges which will help you understand the process.

Returns

• You have 30 calendar days from the date the item was delivered to you to return it to us for a refund.
• All returns require a Returned Goods Authorization from our Customer Service department. Please contact us to obtain an RGA # and further instructions.
• All returned items must be new, unused, and in the original packaging. This includes all hardware, components, instructions, etc. that came with the item.
• Returns are subject to a 15% restocking fee.
• You are responsible for return shipping. You can use any method you want, but we recommend making sure it’s insured and has tracking, as we are not responsible for loss or damage occurring during return shipment.

Refunds

It can take up to 5 business days for us to inspect and process your return once we have received it. Once your return is approved, allow up to 5 business days for us to process the refund. Once we have issued your refund, the time it takes for the funds to be available in your account is dependent on your card issuer's policies and is out of our control.

Defective Items

If it has been less than 30 calendar days from the date an item was delivered to you, you may return it for a refund (see details in the Returns section above), or we will attempt to correct the issue by sending a replacement under warranty. Please contact us to arrange a replacement.

After 30 days, if your item is defective and is covered under our warranty, we can arrange an exchange for a replacement. Most Bilstein products come with a warranty against manufacturer defects. See our Warranty page for warranty duration and terms. Please note that clothing and tools are not covered under warranty.

Packaging Damage During Shipping

Please make sure to inspect the order packaging for any signs of damage before signing for your order. If significant damage is present that may have affected the contents inside, please refuse the shipment and contact us so we can create a damage claim and process a replacement order.

If your order was delivered and you discover damage which occurred during shipping, contact us so we can create a damage claim and process a replacement order. Please save all packaging materials and damaged goods.

Lost or Stolen Packages

We are not responsible for lost or stolen packages. In the event a package is lost or stolen, either the receiver or we will need to contact UPS to open an investigation. We are unable to move forward until the investigation has been completed by UPS.

Order Cancellation Policy

Please contact us as soon as possible if you would like to cancel your order. We will do our best to stop the order from shipping, but it may not be possible depending on the situation. Once your order has been shipped, we are unable to cancel it, and you will need to return it for a refund.