Customer Service Policy

Our Commitment to You

At Chemical Guys Hub, your satisfaction is the engine of our business. We are dedicated to providing not only top-tier car detailing supplies but also a customer service experience that is as clear, effective, and reliable as our products. This policy outlines our promises and procedures to ensure every interaction with us is positive and professional.

1. Order Processing & Payment

  • All orders are processed within 1-2 business days (excluding weekends and holidays).

  • You will receive an order confirmation and a separate shipping confirmation email with tracking information once your package is on its way.

  • We accept all major credit/debit cards and PayPal. All transactions are secured with SSL encryption. Your payment information is never stored on our servers.

2. Shipping

  • We ship within the contiguous United States and offer calculated rates for international orders. Please note that international customers are responsible for any customs duties, taxes, or fees imposed by their country.

  • Shipping times are estimates provided by carriers and are not guaranteed by Chemical Guys Hub. Delays can occur due to carrier processing, weather, or customs.

  • You can review our full Shipping Policy on our dedicated shipping page for more details.

3. Returns, Exchanges & Refunds
Our goal is to ensure you are happy with your purchase. If something isn’t right, we’re here to help.

  • 30-Day Return Window: We offer a 30-day return policy from the date of delivery for unopened, unused items in their original packaging. Returns require a Return Merchandise Authorization (RMA) number issued by our support team.

  • Defective or Incorrect Items: If you receive a defective product or an incorrect item, please contact us immediately at support@chemicalgoyshub.com. We will cover the cost of return shipping and promptly send a replacement or issue a full refund.

  • Changed Your Mind (Opened Items): For products that have been opened or partially used, we may accept returns or offer store credit at our discretion, subject to a restocking fee. Please contact us to discuss your specific situation.

  • Non-Returnable Items: For safety and hygiene reasons, opened chemical products (e.g., liquids, compounds, waxes) cannot be returned unless they are defective.

  • Refund Processing: Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. If approved, refunds will be processed to your original payment method within 5-10 business days.

4. Damaged or Lost Packages

  • Damaged on Arrival: If your package arrives damaged, please take photos of the shipping box and the damaged product and contact us within 48 hours of delivery. We will work with the carrier to resolve the issue and get you a replacement or refund.

  • Lost in Transit: If your tracking information shows no movement for an unusual period or the package is marked delivered but you have not received it, please contact us. We will initiate a trace with the carrier to locate your shipment.

5. Product Questions & Expert Advice
Our customer service is more than just transactions. Our team is passionate about detailing.

  • Free Expert Guidance: Have a question about product selection, application techniques, or solving a specific detailing challenge? Reach out to us! We’re here to provide expert advice to help you achieve the best results.

  • Contact: For product advice, the fastest and most comprehensive help comes via email: support@chemicalgoyshub.com.

6. Warranty Information
Product warranties are handled by the respective manufacturers. We are happy to assist you in initiating a manufacturer warranty claim for any item purchased from us. Please have your order number ready.

7. Privacy & Data Security
We protect your personal information. Please refer to our separate and detailed Privacy Policy for information on how we collect, use, and safeguard your data.

8. Contacting Us
The best way to reach our customer service team for any inquiries related to orders, returns, or product advice is:

  • Email: support@chemicalgoyshub.com

  • Hours: We strive to respond to all emails within 24 hours during standard business hours (Monday-Friday, 9 AM - 5 PM PST).