FAQ



			K and G Cycles Frequently Asked Questions General Questions How can you guys offer such great selection at such low prices? What if I forget my password? How can I get a copy of the K and G Cycles catalog? If I want to talk to a customer service representative, what are your hours of operation? How secure is the K and G Cycles website? How many parts are available through K and G Cycles? What do I do if I want to return a part? What if my order arrives damaged or with items missing? I'm a new customer to K and G. How do I get started? Do you collect sales tax? How will K and G Cycles protect my privacy? What payment methods do you accept? Where can I find all of the K and G Cycles terms and conditions? Shopping and Shipping Questions Just exactly where is all my stuff coming from? Because my order is coming from multiple sources, will I have to pay more shipping? How can I find out how much it will cost to ship my parts to an international address? How can I tell if my order has shipped? How can I get a tracking number for my order? I ordered 2-day shipping and my product arrived on time. I noticed it arrived in a ground service truck. What gives? Why does the estimated arrival time for my backordered item keep changing? How do I know if a part is in stock? Can you ship to a domestic P.O. box or a military APO? Ordering Questions What happens if an item I order is on backorder? Will my entire order come in one box or at one time? How can I find exactly what I want? I already have a part number from one of your wholesaler's catalogs. Can I type it in and go right to what I want? I know who manufactures the part I need. How can I find it in your store? I got distracted while I was in the middle of placing an order. How can I see what is in my shopping cart? How fast will I get my order? Can I place an order without a credit card? I just ordered from K and G and I forgot another part I need. How do I add to an existing order? How can I cancel my order? I'm having trouble placing my order. What should I do? I received the wrong part in my order. What should I do? Just exactly where is all my stuff coming from? K and G Cycles has dealer relationships with 6 major motorcycle parts and accessories wholesalers. Each of these wholesalers has multiple warehouses. Since your order may contain parts and accessories from more than one wholesaler, your order could be coming from multiple warehouses. Will my entire order come in one box or at one time? No. You may have ordered parts from various wholesalers. Each receive your order electronically and usually ship in-stock products on the same day of your order. This means you will likely receive your order in multiple shipments and from multiple sources. Also, your order may not arrive all on the same day. Usually, no more than one day apart for all shipments. Because my order is coming from multiple sources, will I have to pay more shipping? Absolutely not! The shipping we quote with your order is what you will pay. This does not apply to special items such as lifts, engines, rollers, etc. that have to come by freight. This also does not apply to international orders where the shipping quote is an estimate. We are not in the shipping business -- we are in the motorcycle parts business. This means we will do everything we can to make your shipping costs as low as possible. Our policy is to not make any money on shipping. How can you guys offer such great selection at such low prices? It's simple, really. We do not have big warehouses, large payrolls, and huge inventories. We put all of our energy and money into giving you a great shopping experience and offering you the widest possible selection. Because our costs are lower, we pass some of the savings onto you. We are bikers just like you so we know how important great service and great prices are. That's what K and G Cycles is all about! What happens if an item I order is on backorder? First, we will do our research to see if we can obtain the exact part from another source. If we can, we do it and your order ships right away. If we can't locate the exact part, we will contact you to make you aware of the backordered item. We may also send you information on possible alternate products. If you want one of the alternates, a simple email or phone call gets the ball rolling. If you want, we will keep the product on backorder, ship the remainder of your order, and ship the backordered item when it comes in. Alternatively, you can cancel all or part of your order. How can I find exactly what I want? Well, it helps if you have a reasonable idea to start. With that, you can shop by telling us the make and model of your bike. Then, our search filter will display only products that fit your bike. Another way is to search on an OEM part number. Our search engine will bring up all parts in our system that match that OEM. Yet another way is to start with a major category. Click on the one you want and you will be transported to all of the sub-categories of parts in that major category. By picking a sub-category, you will narrow down what you are looking for and will likely find it. When all else fails, click on the Online Live Help and one of our customer service folks will help you find exactly what we are looking for. We have a huge store so don't hesitate to ask for help in navigating. We are here to help in any way we can. I already have a part number from one of your wholesaler's catalogs. Can I type it in and go right to what I want? Absolutely! We use the exact numbering system that each of our wholesalers use. One small exception is Custom Chrome and Tucker Rocky. For Custom Chrome, add "CC-" before the number. For Tucker Rocky (Biker's Choice), just put "TR-" in front of the number. Regardless, if you just type the number into our search engine, it will return with everything in the system that has that number in it somewhere. In that small group of items will likely be the exact part you are looking for. What if I forget my password? No problem. Go to the home page, www.kandgcycles.com, and click on Recover Password. Follow the instructions and you will be able to reset your password and get into your account. I know who manufactures the part I need. How can I find it in your store? It's easy, really. On the top menu you'll see 'Manufacturers'. Just click on that and find your manufacturer. When you click on the manufacturer's name, all parts that we represent from that manufacturer will come up. Another way to find the part is to use the Advanced Search options in our search engine and search for one or two keywords while setting the manufacturer field to the name of your manufacturer. Again, when all else fails, click on the Live Help icon and we'll jump right in and help you find what you need. I got distracted while I was in the middle of placing an order. How can I see what is in my shopping cart? Just look in the upper right-hand corner of any page for the 'View Cart' button. Click on that and you will go directly to your current shopping cart. You can edit or update anything you need and get right back to your order where you left off. How can I get a copy of the K and G Cycles catalog? We do not print a paper catalog. You can go to our Catalogs and Downloads section and download any catalog from any of the wholesalers distributors we represent. If you find a product you like, you can use the same part number that appears in any of the catalogs to order it from us. How can I keep up with news about K and G Cycles? There are three ways to keep track of what's new at K and G Cycles. The first is to check us out at www.bikernet.com. We are big supporters of Bikernet.com and we think it is the best way to keep up on all the important news in the motorcycle world. We have our own section at Bikernet and the news is updated every Thursday and Sunday. We are usually in the news every week. The second way is to click on the Recent Events button in the top menu. We keep a running list of news, press releases, and stories about our employees and about Kyle and George's personal adventures. This is added to any time there is something worth adding. The third way is to check out the K and G Recent Events Forum. We regularly post to our blogs and we invite all of our registered customers to join in the fun. How can I find out how much it will cost to ship my parts to an international address? The best, and fastest, method of determining shipping costs internationally (or anywhere, for that matter) is to enter the part number(s) into the shopping cart. The shipping is calculated in real time and will be displayed along with the totals for the parts you have added to the cart. This method is much better than calling or writing a customer service representative since they will have to do the same thing to get an answer to you and it may take some time for them to respond. How can I tell if my order has shipped? Just login to your account at www.kandgcycles.com. All shipping information is recorded along with your order. How can I get a tracking number for my order? Once we receive tracking numbers from our suppliers for the various parts of your order, we post them to your account with your order. Just login to your account and access your most recent order and the tracking numbers will be there. If you do not see them, we have not received them. If I want to talk to a customer service representative, what are your hours of operation? We have customer service representatives available from 8:30 am Eastern until 5:00 pm Eastern. They can be reached at 808-50K-ANDG (5-2634). You can email us 24-hours a day and we'll respond to your email sometime during the same or next business day. How fast will I get my order? Since our products are coming from over two dozen warehouses throughout the United States, shipping times will vary depending upon your location. We generally quote 7 - 10 days although the majority of our orders arrive much faster. If you need faster shipping, we offer several options beyond ground shipping. I ordered 2-day shipping and my product arrived on time. I noticed it arrived in a ground service truck. What gives? Often our suppliers will see our request for next day or 2-day service to an address that can be served in that same time period by ground service. They will automatically ship the least expensive method to get the product to you in the required time. When that happens, we are notified and we apply a credit to your account equal to the amount of shipping saved. We are not in the business of making money on shipping. How secure is the K and G Cycles website? When you shop at kandgcycles.com, you'll be protected by our Secure Sockets Layer (SSL) software. This is the industry standard and among the best software available today for securing online transactions. SSL encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. This means your shopping experience is as safe, or safer, than in a physical store setting. We guarantee that every purchase through K and G Cycles will be safe. If any unauthorized charges are made to your account as a result of shopping with K and G Cycles, we will assist you in correcting the problem. Under the Fair Credit Billing Act, your bank cannot hold you liable for more than $50 of fraudulent charges. If your bank does hold you liable for any of this $50, K and G Cycles will cover the entire liability for you, up to the full $50. In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures. How many parts are available through K and G Cycles? Currently, K and G Cycles offers over 200,000 unique parts and accessories for VTwin motorcycles and their owners. This will increase as we bring on new vendors and suppliers. By mid 2010, K and G Cycles will have an entire metric section that will offer over 75,000 parts for metric motorcycles. Can I place an order without a credit card? Currently, we cannot accommodate requests for mail order or COD. You must use an accepted credit card to place your order. Why does the estimated arrival time for my backordered item keep changing? We share the frustration this causes as we want you to get your product. We are at the mercy of our suppliers although we always try to fill a backordered item from one supplier by checking all other available sources. Also, we attempt to find suitable alternatives for a backordered item and notify you with those alternatives to request your approval. If an item is backordered, the estimated arrival time is provided to us my our suppliers. Normally, any change in arrival time is a function of a manufacturing delay. We always attempt to keep you informed but we have no control over these types of delays. What do I do if I want to return a part? K and G Cycles will accept returns for warranty reasons only. We apologize, but we cannot honor any requests for exceptions to this policy. If you believe you have a warranty issue with parts received, fill out the form in the returns section of this website for a return goods authorization number. This number authorizes the return and does not automatically create a credit or exchange for any item. You will be contacted by a K and G representative to determine the nature of the warranty claim. Following this, you will receive a return shipping label via email. Any parts returned to K and G Cycles, LLC without a return authorization number will be returned to the customer at their expense. If found to be defective, an exchange part will be ordered and shipped directly to you. No credits of any kind will be issued. No returns will be accepted on modified, sanded, drilled, ground, or repainted products. No credit will be issued for labor costs incurred beyond the original invoice price of the product. If the part is not found to be defective by our supplier’s warranty department, you will be given the choice of having the part returned to you with additional shipping charges incurred both ways or to have a credit applied to your account minus applicable shipping charges and a 20% re-stocking fee. What if my order arrives damaged or with items missing? In the unlikely event that your order is damaged in shipment, contact the shipper immediately. Also, contact a K and G Cycles customer service representative by telephone at 808-50K-ANDG (5-2634) or via email at sales@kandgcycles.com. Any settlement due to the fault of the shipper will come from the shipper but we can assist you in getting the problem resolved in a timely manner. If something is missing from your order, first check the packing list to be sure everything you received is on the packing list. Also, remember your order may be coming from multiple vendors. If the missing part has a different pattern to its part number, it is likely coming from a different vendor. As always, you can contact us for any assistance you need. I'm a new customer to K and G. How do I get started? Shopping with K and G Cycles is easy. The first thing to do is to register with us and fill out a brief profile. Don't worry. Your information is completely safe and we won't send you any newsletters or email flyers unless you tell us it is OK. Once you have registered, you can use our convenient multiple category system to browse the aisles to find the parts you need. You can also use our search system to search for any part number, OEM number, part name, or key words. You can also access all parts from a specific manufacturer by using our manufacturer search feature. If you have problems, click on the Live Help icon and talk to a customer service rep. When all else fails, call us and we'll do our best to help. I just ordered from K and G and I forgot another part I need. How do I add to an existing order? Generally, orders are placed with the supplier with one hours after the order is placed. Once that occurs, we cannot add to or change anything related to that order. How can I cancel my order? If your order has not been placed with a supplier, you can call a K and G Cycles customer service representative at 808-50K-ANDG (5-2634) to request a cancellation. Once your order has been placed with a supplier, we regret that no cancellations are possible. If you have a backordered item, you can cancel that portion of your order at any time prior to shipment. Do you collect sales tax? We do collect applicable sales tax for Kansas residents only. We are required by law to collect tax anywhere we have a physical sales presence. How will K and G Cycles protect my privacy? We respect your privacy, period. We use several methods to ensure your privacy when shopping with K and G Cycles. We encrypt all credit card and purchasing information. We also do not store any credit card information online. Further, we guarantee that we will never sell, disclose, or share any customer information - including your email address - to anyone. Finally, we respect all requests to be removed from our mailing list. K and G Cycles is the sole owner of all information collected on www.kandgcycles.com. We only have access to and collect information that you voluntarily give us via email or other direct contact with you. We do not, and will not, share your information with any third party outside of K and G Cycles, other than as necessary to fulfill your request or order. You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via email at sales@kandgcycles.com: See what information about you, if any, is stored by K and G. Change or correct any of your information stored by K and G Cycles. Request that we delete any information we have stored that is related to you. Express any concern you have about our use of your information. What payment methods do you accept? Currently, we accept Visa, MasterCard, American Express, and Discover Card. We do not accept cash, PayPal, checks, or COD. How do I know if a part is in stock? With over 200,000 parts offered, you can imagine that inventory levels change all the time. Once your order is received, the first thing that happens is the in-stock status of each item is checked. Any items that are out-of-stock are attempted to be filled from an alternate supplier. If that fails, we notify you of the back order condition and ask if you want to fill the remaining portion of your order. We also ask if you want to leave the part on backorder or wish to cancel that portion of your order. If you choose to leave a part on backorder, it will ship automatically when the part arrives at the supplier's warehouse. I'm having trouble placing my order. What should I do? We sincerely appreciate and value your business. What action to take when having trouble placing an order depends upon the nature of the problem. If you are having difficulties or receiving an error message while completing an order at www.kandgcycles.com, please read through the suggestions below before contacting a K and G customer service representative. The suggestions may save you some time and frustration. *I am not sure if my order was successfully received.* Rarely is an order submitted and not received by us. Normally, your order will be successfully received even if an error appears on the last step of the checkout process. Before attempting to place your order again, please check your order history in your profile to see if the order appears. You can also send us an email at sales@kandgcycles.com to let us know of the situation. Regardless, we will never fill duplicate orders from the same customer without checking first. *I can't add items to my shopping cart.* You have to have created a profile and be logged in to K and G Cycles to add items to your shopping cart. If you are having trouble logging in because of an invalid password, click on "Recover Password" at the bottom of the page and we'll help recover your password by email instantly. If you are logged in, be sure that you have selected the quantity and size / color options of the item you would like to purchase before clicking "Buy now" or "Add All Items to Cart". *I keep getting an error message on credit card page during Checkout.* Make sure that you have selected the correct credit card type and expiration date from the dropdown boxes. Verify that the credit card number was entered correctly, without any spaces or dashes. If you are using a new (or recently reissued) credit card, please be sure that you have activated the new card before entering it into the order form. We require a CVV (the 3 or 4 digit code associated with your card). Be sure you have entered a CVV correctly. Some international card issuers do not provide a CVV. This will always cause an error. In these cases, contact a K and G Cycles customer service representative via Live Chat, email (sales@kandgcycles.com), or telephone (808-50K-ANDG (5-2634)) for assistance. Finally, when contacting us via email, Live Chat, or telephone, concerning difficulty placing an order, please have available the following information: Where in the order or checkout process did the problem first occur? If you are receiving an error message, what exactly does it say? What items are you trying to order? I received the wrong part in my order. What should I do? In the unlikely event that you received a part different from what you ordered, contact a K and G Cycles customer service representative right away. Any errors on our part or on the part of one of our vendors will be corrected immediately at our cost. Just let us know the problem and we'll do everything we can to correct it fast and with a minimum of hassle to you. Can you ship to a domestic P.O. box or a military APO? Unfortunately, our shippers do not ship to either post office boxes or military post boxes. We must have a physical shipping address to deliver your order. Where can I find all of the K and G Cycles terms and conditions? All that legal stuff our lawyers make us post can be found under the Terms and Conditions link at the bottom of our website. You can go directly there by clicking here.