FREQUENTLY ASKED QUESTIONS

ORDERING OPTIONS:

#1 - Online Shopping Cart - (Easiest and safest method)
This is the easiest way to order from our site. In a nutshell, you pick the items you want to order, and the system automatically totals your order. Once you fill out state/zip code or country/zip code information, the correct shipping charge will be displayed, and upon your confirmation, the order will be processed. You will either log in to or use PayPal to process and pay for your order. You will receive a confirmation e-mail regarding your order shortly after it is completed. The shopping cart system uses the latest technology to ensure secure ordering and protect our customers against fraud. We are confident that your credit card number and personal information are highly secure. Our ordering system uses a "Secure Sockets Layer" (SSL) security system, widely accepted as the Internet security standard. When you submit your credit card number, it is encrypted, meaning your information is encoded and secure as it travels across the Internet. If you still have hesitations about sending your credit card number, you can always select,

IMPORTANT: PayPal will accept your credit card WITHOUT NEEDING TO SIGN UP WITH THEM.
Bypass the "Log In" part and click "Don't have a PayPal account "to use a credit/debit card or check.

#2- Can I return an item I purchased?
Yes, All returns are subject to a 35% restocking fee. We are a small two-person operation handling emails, phone calls, orders, technical assistance, website maintenance, etc. We had to implement this policy for clients who do not want to first look at their broken part to determine which part is needed before ordering, and instead want to order all options. Please see our returns page for further instructions.

#3 - Can I place my order over the phone?
Yes, give us a call, and we will be more than happy to process your order. We operate our business on our cell phones, and it is safer to place your order through our secure website.

#4 - How much is shipping?
Shipping prices are calculated at checkout and vary based on the state, zip code, and zip code. For US orders, there are six different shipping options to choose from. For non-US orders, there is only one (see #5 below).

#5 - Why is only UPS a shipping option for non-US orders/Customs fees?
UPS is the fastest shipping option and offers tracking. Most orders will clear customs and arrive at the final destination within two to four business days. With USPS, orders took over two months to clear customs and then be delivered. Without a USPS tracking number and delivery confirmation, we could not meet PayPal's shipper requirements and therefore no longer offer this option. Odometer Gears does not pay any Customs fees, as this is the responsibility of the receiver. Please check with your local authorities to confirm any fees you may incur before ordering.

#6 - How long will it take to receive my order?
US orders will generally take two to four days (non-guaranteed) with USPS. We currently do not offer UPS Saturday Overnight delivery through the website. If this is an option you would like, then you will need to phone in your order. Generally, Saturday delivery is roughly twice the cost of UPS Priority Overnight.

Both APO and FPO addresses have varying delivery times.

Non-US orders will clear customs and arrive at the final destination within two to four business days on average. Please include a contact phone number with your order in the note to the shipper section of PayPal. For Brazilian orders, please include your passport id in the same section, as customs will not clear your package for delivery without it.

#7 - What is the tracking number for my order shipment?
If you choose UPS, your tracking number is on the PDF version of your receipt we sent to the email address you provided. You will also receive follow-up emails from UPS.

If you choose USPS, their system does NOT have tracking numbers. ***As a note, the USPS system does NOT have tracking numbers, and therefore does NOT update tracking information while your package is enroute normally. The USPS system provides a delivery confirmation number that updates online shipping information only after the package has been delivered.*** You will receive an email from Stamps.com with this delivery confirmation number.

#8 - Can I send my unit to you for repair?
We can perform repairs, but this is a convenience for our clients, not our primary business. We do not have any used units to salvage parts from, if anything other than the gears is broken. We perform repairs on an individual basis, and you must contact Jeff at 757-593-3478 or sales@odometergears.com prior to sending in your part.

Address to send repairs:

Odometer Gears Ltd

c/o Jeff Caplan

608 W Graham Rd

RICHMOND, VA 23222-4208

You must include a slip of paper with your name, return address, daytime phone number, email address, year, make, and model of vehicle. If a price for the repair was discussed with Jeff please include this as well.

#9 - Why did my original gears fail?

The original material used to manufacture your odometer gears was urethane and lubricated with petroleum grease. Over time, the grease turns the gear into a waxy material and causes it to fail. Even the original replacement gears were packaged with grease, and the new gear was coated with a waxy substance while sitting on a shelf waiting to be installed.

#10 - Will your gears last longer than the original?
We had the help of speedometer shops from across the country when researching a material that will be a permanent repair for your vehicle. We design and manufacture our odometer gears from acetal plastic under the trade name Celcon®. This material has excellent moisture resistance and is compatible with a wide range of chemicals, oils, greases, and solvents. It also offers high strength and rigidity over a broad temperature range, with low wear and is self-lubricating by design. We offer a lifetime parts warranty on our products and are confident that the products we manufacture and sell will give you years of trouble-free service.

#11 - Do I need to apply grease to my odometer gears?
Grease is not recommended unless stated in the how-to instructions (Mercedes-Benz 126 chassis only, to help quiet any noise that the odometer may cause). Our gears are made from Celcon with graphite added, making them self-lubricating; no further lubricant is needed.

#12 - What part fits my vehicle?
We have the most common gears listed, but that does not mean these are the only gears that can or will be installed. The only way to ensure you receive the correct gears for your vehicle is to first remove your old gears and either count the teeth, measure the overall thickness of the gear, or check the color or manufacturer of the unit (see the applicable page for your vehicle for what to check). Mechanical speedometers: the ONLY way to determine the parts needed is to first remove your speedometer and count the teeth on the outside gear (15 tooth counts possible). If yours is brass, there is no need to replace it, as this will never fail. Measure the overall thickness of the lead gear(three thicknesses possible).

#13 - When will my order ship?
We ship orders Monday through Friday. USPS/Postal orders need to be received by 3:45 pm EST, and UPS by 3:45 pm EST as well.

We currently do not offer UPS Saturday Overnight delivery through the website. If this is an option you would like, then you will need to phone in your order. Generally, Saturday delivery is roughly twice the cost of UPS Priority Overnight.

#14 - How do I cancel my order?
Send us an email, and we will make every effort to cancel the order before it is shipped. If we cannot stop the shipment in time, you will need to request an RMA # to return the unused parts once received. Once we receive the product back, we will issue a refund minus the shipping.

#15- How do I track my package?
After we process your order, you will receive several emails—one from Odometer Gears with a PDF copy of your receipt. If you chose UPS, then your tracking number will be on your receipt. If you chose USPS, then you will receive an email from Stamps.com with your delivery confirmation number. Occasionally, this number can be used to track your package's progress, but it is not guaranteed. Your package may only have one scan upon delivery.

#16 - I need advice on how to repair my broken part.
First, we only know about the products we manufacture and sell. Please listen and accept the advice that we give you, as this is what we know. If we do not know the answer, we will do our best to locate the correct one for you.

UPS Services:
Odometer Gears Ltd. recommends UPS as a preferred shipper due to the ease of insuring and tracking your package.

Odometer Gears Ltd. ships via UPS and USPS.

Please refer to holiday schedules for any possible delays.
UPS
USPS