Frequently Asked Questions (FAQ)
FIRSTGEARMOTO'S FREQUENTLY ASKED QUESTIONS
Q) Do you ship internationally?
A) Yes, please see our Shipping Policy page. Some brands and items are excluded from International Shipping.
Q) Do you have a physical store I can visit?
A) We currently have one location in Florida, which also serves as our HQ. It carries a curated selection of gear (in lots of sizes!) and accessories and we have had visitors from around the world come and visit. Note that not all products listed on the website as in stock are available at the store. We operate multiple fulfillment centers to service online customers and the Florida store operates utilizing a separate inventory.
Q) When will I get my stuff?
A) Firstgearmoto.com currently ships from warehouses internationally and in some cases will ship items direct to you from a Supplier. Orders are typically processed within 5 business days, and each item will get a tracking number that shows when your packages are in transit to you. Most items ship within 3 business days and are marked as such. Some items may take longer to ship out and they will be clearly marked as such. All items will show availability information on the product page.
We have found one of the reasons customers have been so happy with us is that they get their stuff fast!
You will typically receive a shipping notification email when your order is marked as shipped on your order shipping (note that an order may consist of multiple packages shipped from different locations in the country) which will include your tracking numbers. By logging in, you can also retrieve your tracking information and past order history
In some cases, one item will ship out before the rest of the order is ready to ship, or an order will be held so that the items can be consolidated into one shipment. See our Shipping Policies for full details.
Please note: Firstgearmoto reserves the right to request additional information to verify your order. Your order may need to be placed on hold and/or canceled until the order can be verified. We do this to protect the identity of our customers so that we can provide a safe online experience.
Q) When will you charge my credit card?
A) When you place an order, an authorization is put on your card for the amount of your order. Your credit card is not actually charged, however, until your items actually ship and tracking information is available. By charging up front this is no longer an issue and we can ship orders as soon as they come available.
Q) Is my credit card information safe if I place an order online?
A) Absolutely. We use the latest security and encryption technologies to make sure your information stays private! See our Hacker Tested and Secure page for more details
Q) Can I use a Gift Card (from Visa/Mastercard/AMEX/Discover) on my purchase?
A) Gift Cards of this variety typically cannot be authorized for online purchases as they are formatted differently than standard credit/debit cards. That said, PayPal specifically designed a system to help online retailers deal with the inability to secure a standard Prepaid Gift Card transaction. Customers are able to associate Prepaid Gift Cards from Visa/Mastercard/AMEX/Discover as payment sources for their PayPal accounts. Please visit the PayPal landing page "How To Pay With Prepaid Gift Cards". Using this system, you can place an order on our site with the aforementioned Prepaid Gift Cards via PayPal.
Q) I can't add items to my shopping cart, see my shopping cart or access My Account.
A) Firstgearmoto.com requires your web browser to accept cookies and to have java script turned on in order to access certain areas and functions of our website, such as the shopping cart and my account sections. Make sure you have the most up date version of your web browser, and if you continue to have problems, give us a call at 876-817-7871
Q) What does my Order Status mean?
A) Order status allows customers to see where in the order fulfillment process their orders currently stand. Orders can be modified or canceled only while their status is listed as "Order Received." Once an order has been marked as "Order Processed," it cannot be canceled or modified, as the order has been processed by our warehouse and is in the queue to be shipped out.
Q) How can I tell if an item is in stock?
A) Stock and availability information will be shown once you have selected a size / color when viewing a product.
Q) How do I know what size to get?
A) Most of our brands have a size chart, when you are viewing a product. For additional information, it may be useful to look up the product brand's web site, or better yet, contact us!
Q) What if my item doesn't fit?
A) We try to have a very lenient return policy. We understand that every jacket, helmet, etc., may fit a bit differently and it can be difficult to buy that item on the Internet and be sure it fits correctly. See our Return Policy for details
Q) What about CloseOuts? Can I exchange if it does not fit?
A) Yes you can! See our Return Policy for details. Closeout returns and exchanges are handled the same way as any other item.
Q) Does Firstgearmoto.com sell Gift Certificates?
A) Online Gift Certificates are available from $25 to $500 and can be purchased only if you contact us.
Q) Does Firstgearmoto.com Price Match?
A) Yes, we price match in many cases. See our price matching policy page for details.
Q) Does Firstgearmoto offer discount codes or coupons?
A) Occasionally, but only if we are having a special sale or giveaway
Q) Does Firstgearmoto charge sales tax?
A) As required by law, orders shipping to Florida (the states in which Firstgearmoto has a physical presence) are subject to applicable sales tax. Orders shipping to any other US state will not be charged sales tax. For orders shipping outside the US, please see our Shipping Policy page.
Q) What defines a product classifed as Blem?
A) Blem items may include but are not limited to merchandise with the following classifications: open box, previously used for demo/video purposes, manufacture defects or cosmetic flaws, or incomplete (missing parts, packaging, tags or instructions). Please see specific Blem item product description for full details. All Blem items retain manufacturer warranties and qualify for our Return Policy.
Q) Do you ship to APO addresses?
A) Yes, you can use our standard checkout. Just make sure to select the appropriate APO state. APO orders will be shipped and are handled differently from our other orders (typically they will take up 5-10 business days longer to ship)
Q) So why should I buy from you instead of some other retailer?
A) Let our previous customers answer this question
Do you sell wholesale or offer discounts on bulk purchases?
We do sell some of our items in bulk and wholesale quantities and are adding more wholesale purchasing options often. A special wholesale account is not needed to purchase these bulk quantities.
We do sell some of our items in bulk and wholesale quantities and are adding more wholesale purchasing options often. A special wholesale account is also needed to purchase these bulk quantities.
How do I register for an account?
You can create an account at any time by clicking on the join link at the top of our website. When you place items in your cart and proceed to check out you will be prompted to log in. An account allows you to come back to this shop and view all the orders you have made.
Do I need to register for an account to place an order?
No, you may check out as a guest. Please make sure your email address is correct in case we need to contact you about your order.
Can I call and place an order over the phone?
Sorry at this time we do not accept phone orders.
Have more questions?
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