FAQs

Q. I've placed my order, but have yet to receive my merchandise, what can I do?
A: Once your order has shipped, you will be sent an automated email with your tracking information. You can email us at fmgearstore@halo.com, or call us at 1-800-715-5112, Monday - Friday; 8:00 am - 5:30 pm EST, with one of the items you purchased or your Shopping Cart # and we will help you locate your shipment. You can also track your package online by logging into your account.

Q: I only received a partial shipment of my order. When will I receive everything else?
A: Most likely, one of the items was unavailable and would not be in for at least 5 business days so we sent what was available for you. The remaining item(s) will be sent once the order is complete but rest assured, you will not be responsible for any additional shipping charges.

Q: How do I make a change to or cancel my order?
A: As long as the merchandise has not left our facility, you may cancel or change your request. All requests for changes/cancellations must be received by 2:00 p.m. Eastern Standard Time so that we can locate the package and make the changes for you. Once the package has left our building, we can still stop the package and bring it back, usually within 1-3 business days; however a delivery intercept fee of $15 would be assessed.

Q: I'm in the military or would like to send something to someone who is. Can I send my order to an APO or FPO address:
A: Yes, for our military personnel we can send to an APO or FPO address

Q: How will my purchase appear on my credit card or bank statement?
A: Your DRiV Gear Store purchase will appear as Federal Mogul Merchandise on your bill/bank statement. If you believe that the charges are unauthorized, please email us at fmgearstore@halo.com or call us at 1-800-715-5112, Monday - Friday; 8:00 am - 5:30 pm EST with the transaction date, posting date and amount of the transaction. From there, we can work with our accounting department to provide specific information about the transaction.

Q: What do I do if I have not received an electronic confirmation of my order placed online?
A: Perhaps the email address was entered incorrectly or your email filter may have blocked our message. Please check your spam folder or with your system administrator. You can also call us at 1-800-715-5112 and our service representatives will gladly assist you.

Q: Is my order subject to sales tax?
A: As we have facilities in the states of Arizona, Michigan, Pennsylvania and Virginia, we are required to charge sales tax according to the laws of those states. Sales tax will not be applied to shipments outside of Arizona, Michigan, Pennsylvania and Virginia.

Q: Do you accept purchase orders?
A: No.

Q: Can I purchase a gift card?
A: Yes. Gift cards are available for purchase in $25, $50, $100, and $250 increments.

Q: Do you sell my personal information?
A: As a valued customer, we keep your information private and do not sell it to any third parties for telemarketing or sales purposes.

Q: I see a "Page Cannot Be Displayed" message. What do I do?
A: Please contact your system administrator to ensure all internet settings are correct and please copy and paste the error message in an email to fmgearstore@halo.com or call us at 1-800-715-5112, Monday - Friday; 8:00 am - 5:30 pm EST so that we can have our IT department investigate any internal issues.

Q: How do I make a change to or cancel my order?
A: As long as the merchandise has not left our facility, you may cancel or change your request. All requests for changes/cancellations must be received by 2:00 p.m. Eastern Standard Time so that we can locate the package and make the changes for you. Once the package has left our building, we can still stop the package and bring it back, usually within 1-3 business days; however a delivery intercept fee of $15 would be assessed.

Q: What do I do if I have not received an electronic confirmation of my order placed online?
A: Perhaps the email address was entered incorrectly or your email filter may have blocked our message. Please check your spam folder or with your system administrator. You can also call us at 1-800-715-5112 and our service representatives will gladly assist you.

Q: How long will it take for my order to arrive once it is shipped?
A: Please view the map below for delivery times with UPS.

Q: What is your shipping procedure?
A:Orders that are complete with in stock merchandise will ship out within one business day (Monday - Friday) from the date it was placed. We do not ship on Saturdays or Sundays and the following observed US holidays: New Year’s Day, Memorial Day, 4th of July, Labor Day, Thanksgiving Day, the Friday after Thanksgiving, Christmas Eve, Christmas Day and New Year’s Eve. To learn more about our holiday shipping schedule please click here to view the UPS Holiday Shipping Schedule.

If an item(s) is on back order and is not expected to arrive within 5 business days, we will ship all available items within one business day and all remaining items once the order is complete.

Q: I have not received a shipment notification email, when will I receive my order?
A: Your order may not have shipped, please contact us at 1-800-715-5112, with one of the items you purchased or your Shopping Cart # and we'll find the information for you that way. We also may have an invalid email address or the message may have been blocked by your email filter.

Q: Can I have my order shipped express delivery?
A: Yes, when you are placing your order online you will have three options to choose from on the checkout page. UPS Ground, UPS 2nd Day and UPS Next Day. To accommodate express delivery orders, we must receive them no later than 2:00 p.m. Eastern so that they ship the same day.

Q: Can I have the merchandise shipped to my P.O. Box?
A: Unfortunately, no. We do require a physical street address for delivery. This is done to ensure that the merchandise is delivered and signed for by the recipient.

Q: Do you ship orders internationally?
A: Yes, we do ship orders internationally. Please know that when shipping internationally additional charges do apply and you are responsible for any applicable duties and taxes. All international orders must be paid in full prior to shipment.

With regards to duties and taxes, the amount due varies depending on many factors and unfortunately cannot be determined prior to shipment. Once the items reach the destination country, you will be contacted with an exact amount due and will have to provide payment prior to delivery.

For the security of our customers, we also have the following identification requirements:

Two forms of identification such as driver's license and passport. (Both front and back)

Please fax the items to us at 1-800-715-5112 .

We can also accept payment via wire transfer, if you decide on this option we will contact you with the pertinent information.

The total cost of shipping will be charged once we receive the required identification along with your approval of the shipping charges.

Q: How do I return/exchange something that arrived damaged?
A: Damaged/defective or mis-shipped merchandise must be claimed to DRiVGear Store within 10 days of receipt of the order. Contact our customer care department at 1-800-715-5112 or email us at fmgearstore@halo.com with these errors and we will assist you in a quick resolution.