Shipping, Returns & Exchanges

Last updated: July 1, 2026

At MR2 Heaven we're committed to quality products and a hassle-free experience from checkout to installation. This page is the single source of truth for how shipping, returns, exchanges, and refunds work, and it is incorporated into our Terms of Service . Please read it carefully — especially the freight/LTL inspection and damage reporting sections, which contain firm deadlines.

🚚 Shipping

In-stock orders are typically processed within 1–2 business days. Orders placed before 2p.m. Pacific Time often ship the same business day, provided the item is in stock and payment clears verification. Saturdays, Sundays, and U.S. holidays are not business days.
Most orders ship via USPS. UPS or FedEx and may require a signature on delivery.
You'll receive a tracking number by email once your order ships.
Shipping times vary by warehouse location, carrier, and product availability. All products ship from authorized MR2 Heaven distribution centers or trusted partner warehouses.

Custom & special orders may take longer to process. If your purchase is time-sensitive, contact us to confirm estimated timing before ordering.

🚛 Freight & Oversized Shipments (LTL)

Items exceeding standard carrier size limits — body kits, bumpers, hoods, doors, trunks, engines, transmissions, and similar — ship via freight (LTL). LTL delivery is different from UPS/FedEx:

You must inspect the shipment before signing. Signing an LTL waybill is a legal acknowledgment that the goods arrived undamaged. If you sign before inspecting and the shipment is damaged, your claim will be denied and no refund or replacement will be issued — no exceptions.
If the driver won't allow inspection, write "Subject to Inspection" on the Bill of Lading and have them sign it.
This applies equally if someone signs on your behalf (spouse, friend, mechanic, body shop, etc.) — both they and you are responsible for inspecting first.
Deliveries to HI, AK, PR, APO addresses, Guam, and the U.S. Virgin Islands may incur additional fees.

📦 Damaged or Missing Shipments

If a parcel (USPS/UPS/FedEx) arrives damaged, contact us within 48 hours of delivery. Keep all packaging and shipping materials, photograph the packaging and damaged contents, and list any damaged or missing items. Do not return anything without written authorization from us.

If any part is missing from your order or a kit, report it in writing to sales@mr2heaven.com within 48 hours of delivery, including photos of everything you did receive. Reports made after 48 hours cannot be honored.

Once we receive your report, we'll coordinate inspection or pickup with the carrier. Because shipping damage is the carrier's responsibility, we file the claim on your behalf and will assist you fully — but we cannot control the outcome. Once the carrier pays us, we'll repair or replace the affected part(s). If the carrier denies the claim, MR2 Heaven has no obligation to repair or replace. Keep all boxes and materials until the claim is fully resolved.

⚠️ Once you sign for a freight shipment, MR2 Heaven and the carrier are released from liability for any unreported damage. Always inspect before signing.

🛡️ Shipping Protection Plan

For a small fee at checkout, MR2 Heaven Shipping Protection covers your package against loss, theft, or damage in transit.

Covered: lost packages, stolen packages, damaged shipments. Not covered: manufacturing defects, damage after delivery, missing or incorrect items.

Coverage begins when your order ships and ends at confirmed delivery. Claims must be filed within 72 hours of the carrier's listed delivery date. For stolen-package claims we may request a police report or notarized statement. To cancel Shipping Protection before your order ships, contact us for a full refund of the plan cost.

🌍 International Shipping

We ship worldwide. International orders may be subject to customs fees, import duties, tariffs, VAT, brokerage, and taxes set by the destination country. These are the buyer's responsibility and are not included in the product or shipping cost.

International Shipments: Carriers may bill you brokerage/customs fees at delivery or later. You are 100% responsible for these. If you don't pay and the carrier bills us, we'll pay on your behalf and charge your card the full amount plus a 25% service charge — so it's in your interest to pay the carrier directly.
Fees from refused or returned international shipments are billed to the customer.
Shipping fees are non-refundable.

🚫 Free Shipping Disclaimer

Free-shipping promotions apply only to standard ground delivery within the 48 contiguous United States. Oversized, freight, and international shipments may incur additional charges. If an item bought under a free-shipping promotion is returned, the original outbound shipping cost will be deducted from any refund.

🔁 Returns & Exchanges

General guidelines

Returns must be requested within 30 days of your invoice date, and the item must arrive back at our California facility within that window.
A Return Merchandise Authorization (RMA) number is required. To request one, email sales@mr2heaven.com with "Return Authorization Request" in the subject line; we'll reply with the return address and RMA confirmation.
Items must be new, unused, uninstalled, and in original, resalable packaging with all documentation. Installed, modified, or physically damaged items cannot be returned unless approved by MR2 Heaven team on a case by case basis.
Insure your return shipment. If a return arrives damaged or is lost by your carrier, you'll receive no credit and must pursue the claim with your carrier directly.

Non-returnable items

Items marked "Non-Returnable"; custom or special-order products; wheels and wheel & tire packages; clearance, closeout, or scratch-and-dent products; and any item that has been installed, used, or altered.

Restocking & return shipping fees

Restocking fee: 25% on all non-defective returns. This fee is waived if you choose store credit or an exchange.
If the return is due to customer error (wrong item ordered, no longer needed, etc.), you are responsible for return shipping, and the original outbound shipping cost is non-refundable.
If we made an error (wrong or defective product), we'll provide a prepaid return label at no cost and waive the restocking fee.
Delivery refusals and returned-to-sender shipments are treated as returns: restocking plus outbound and inbound shipping are deducted from any refund.
Shipping charges are never refunded.

Refunds, store credit & exchanges

Refunds are issued to your original payment method. If that's unavailable, we may issue store credit or ACH.
Please allow 5–7 business days after we approve the return for processing. Your card issuer may take additional time to post the credit.
Store credit is valid for 12 months

🔧 Core deposits

Some parts include a refundable core charge. To receive a core refund, cores must be rebuildable and match the product sold. Refunds are issued after inspection and approval. Non-rebuildable or incomplete cores are not refunded.

❌ Cancellations

Cancellations within one week of purchase (before the order ships) are subject to a 5% cancellation fee.
You cannot cancel an order once it has shipped, and you cannot cancel a special order at any time. Shipped orders you no longer want are subject to the return policy above (including refusal-of-delivery fees).
No cancellation fee applies if: the order is ground shipping, hasn't shipped, and 8+ days have passed; the order is expedited/air, hasn't shipped, and 1+ business day has passed; we told you we can't ship within those windows; we changed the price after you ordered and you decline the increase; you're substituting for parts of equal or greater value; or you ask us to hold the amount as store credit.
International orders cannot be canceled once we've received payment (partial or full), as we order parts in specifically for you. Item substitutions may be possible (excluding special orders, wheels, and body panels), with you covering related shipping.

🤝 Our Commitment

Our customers come first. Every situation is a little different, so if something isn't right with your product or service, email sales@mr2heaven.com and we'll work with you to make it right.

MR2 Heaven · 93 Kellogg Way, Santa Clara, CA 95051 · (408) 394-9578 · sales@mr2heaven.com

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