We're here to help!
Our friendly team is here to help Monday - Friday from 10a-5p PST.
HOLIDAY NOTE: WE'VE GIVEN OUR SUPPORT TEAM THE HOLIDAY OFF; PHONES AND EMAILS WILL BE ANSWERED JAN 1.
By phone: (800) 610-4804
By email: firstname.lastname@example.org
Order Status Questions:
As soon as orders are packaged and shipped, our system automatically sends an email with a tracking link. Please check your spam filter prior to calling to ensure the tracking email hasn't been flagged as spam! Tracking links sometimes take up to 24 hours to begin displaying accurate information.
In Stock or Out of Stock?:
All of our inventory (as of September 2016) is tracked in real time. If it's in stock on our site, we have it in the warehouse. If it's out of stock, we don't have it. If you'd like to know more about a product that's listed as out of stock, feel free to shoot us an email or call.
To offer the fastest shipping times possible as well as the widest variety of parts, we now have warehouses throughout the country. All of our products will specify lead time required prior to shipment (24/48/72 hours, depending on what you're ordering) on their respective product page.
If your order contains parts coming from multiple warehouses, or requires multiple boxes, you'll receive separate emails with unique tracking numbers for each as soon as they ship.
PO Boxes and APO:
At this time we are unable to ship to PO Boxes and APO addresses. We're working on finding a long-term solution to this problem but in the mean time we are unable to provide service to these destinations.
Please note, international customers are responsible for paying any import taxes (VAT etc) their country may asses upon receiving goods. These taxes vary from country to country, and KTMTwins.com is not responsible for estimating or providing any information as it pertains to these figures. We will not accept returns from international customers who refuse to pay their country tax. It is your responsibility to be aware of such taxes and shop accordingly. This is the policy of most other major online shops, and we cannot make any exceptions.
Returns with KTM Twins are painless, and can be done without the need to call through our self service return center in under two minutes. Just click here to process your return and refund.
Parts: Return freight must be paid by the customer. Items returned for exchange or refund must be returned 2 weeks from the date we shipped your order. All parts should be in original undamaged packaging and in unused condition. Returns received after 15 days but no later than 30 days in it's original undamaged packaging will be at the discretion of KTMTwins.com and may result in a store credit minus a 20% restocking fee or rejected from being returned. We are not responsible for the return shipping or credit for the original shipping amount on the order. We will send an email once we receive the returned item notifying you of the return status. We retain the right to refuse a return if the item is damaged. Damaged items include damage to the original packaging or any physical damaged to the item, scratches, dings, dents or signs of installation resulting in the inability of resale as new. All items must be unused and in undamaged original factory packaging, complete with tags, like new, re-sellable and so on. So, don’t use it for the weekend and send it back... we're not Macy's ;)
Apparel: KTMTwins accepts returns on apparel for store credit only. We must receive the merchandise within 21 days for International Customers and 7 days for customers living in the US from the date the item is delivered to you. Items must be unused, unworn, unwashed and undamaged. In order to facilitate the credit process, please return items in their original packaging. When we receive the item back and have verified its condition, you will be issued a coupon code for store credit. Free return shipping is available only on the first exchange, for items shipped ground in the continental US. The exchanged (2nd) product will not include a return label.
*NOTE: No returns on Electrical Items