Customer Service

• Contact Us
• Shipping & Delivery
• International Shipping Policy
• Returns & Replacements
• Ordering
• Discounts
• Payment, Pricing & Promotions
• Price Matching
• Viewing Orders
• Updating Account Information
• Newsletter Signup
• Privacy & Security

Shipping & Delivery

KTMTwins.com maintains a large inventory of motorcycle products and parts, which is increasing daily based on demand. Occasionally, items may not be available to ship at the time of your order. If this occurs, within one KTMTwins.com business day we will special order those items not in stock and contact you with estimated availability and possible alternatives. All orders are charged at the time of placing the order. All in stock orders placed before 12 PM PST will ship within 24 hours. All in stock orders placed after 12 PM PST will ship the next BUSINESS day.

US Customers / Out of Stock or Backordered Items - Customers should be aware that if several items are ordered and one is Out of Stock or on Backorder per the manufacturer, we hold the right to Split Ship In Stock Items or HOLD all items until the Out of Stock or Backordered item arrives from the manufacturer. The whole order will be placed on a "Full Order Hold" until the backordered item arrives. We do this in order to save the customer two separate shipping charges. If you wish to have the available items shipped and are willing to pay the the calculated additional shipping charges, simply specify at the time you place your order and we can accommodate your request. 

International Customers / Out of Stock or Backordered Items - Customers should be aware that if several items are ordered and one is Out of Stock or on Back Order per the manufacturer, we HOLD all items until that item arrives from the manufacturer. The whole order will be placed on a "Full Order Hold" until the backordered item arrives. We do this in order to save the customer two separate shipping charges. If you wish to have the available items shipped and are willing to pay the the calculated additional shipping charges, simply specify at the time you place your order and we can accommodate your request. 

FORGOT A PART? If you missed something on your recently placed order please contact us before 4:00pm Pacific Time after your order was placed. We will cancel your cancel your order and free up the funds so that you can replace your order with the included item or items. We will process the new order immediately it.  If you contact us after 4:00pm, we are unable to assist you, you will need to place a separate new order.

KTMTwins.com business days are Monday through Friday, excluding National Holidays.

KTMTwins does not markup our shipping. We only offer carrier options that provide tracking. We realize it is sometimes cheaper to "stick it in an envelope with a stamp", but shipping with tracking protects you (and us) from lost/misplaced inventory.

Shipping Schedule:  

UPS picks up Monday - Friday
DHL picks up Monday, Wednesday, and Friday
USPS picks up Tuesday - Friday

Saturday delivery is an add-on service from UPS. If you need delivery by Saturday, please inform us in your order comments. You are responsible for the additional $18.00 that UPS charges us for this service.

UPS Domestic and International Shipping Services use a dimensional weight calculation for oversized packages. Please keep that in mind when placing a order for large items such as Seats and large Bodywork. 

All tire orders will include a $1.75 per tire recycle fee, as required by California State law.

Domestic Shipping Policy

UPS Domestic Services

Next Business Day	Delivery typically by 10:30 a.m.	UPS Next Day Air
2 Business Days	Delivery typically by end of day	UPS 2nd Day Air
3 Business Days	Delivery by end of day	UPS 3 Day Select
1–5 Business Days*	Delivery day based on distance to destination	UPS Ground

Charges are subject to change. Please confirm your shipping charge at time of order.

** Shipping Exceptions
Oils, chemicals, and lubricants can only be shipped UPS Ground. APO, FPO, and other military addresses are shipped USPS only. Please allow 4-6 weeks for delivery when using USPS.

Orders being shipped to AK, HI, PR, are shipped via USPS or UPS Blue Label. Holidays are not considered shipping days and would add an additional day to the above transit times.

KTMTwins International Shipping Policy

You can get a real-time International Shipping quote by simply adding your items to your cart.

KTM prevents us (and every other dealer in the US) from shipping KTM OEM parts to an address outside the USA. These parts include oem microfiche parts, and any part in the KTM Hard Parts Catalog. You may use any freight forwarder as long as the shipment is going to a USA address. We do ship our extensive inventory of non-oem parts worldwide.

When ordering parts, if you are an International customer and place an order for an item that doesn't say Ships Internationally: Yes on the product page we will remove that item from your order before processing it. For KTM OEM parts we suggest that you support the dealer network in your country. Apologies for any inconvenience.

UPS Standard to Canada and Mexico

3-5 Business Days

Delivery day based on distance to destination

UPS Standard to Canada

UPS Worldwide Express Saver

3-5 days to most major international markets*

UPS Worldwide Express Saver

UPS Pros
• Best Pricing
• Fastest Service: 3-5 days to almost all destinations in the world
• Real Time Tracking Service available
• Quick resolution for shipping mistakes

USPS International Services

5-7 days to most major international markets*	USPS Priority Mail Express International
1-3 weeks to most major international markets*	USPS Priority Mail International

USPS Pros
• Reasonable rates
• Typically no Import or Transportation Tax

USPS Cons
• May take up to 3 weeks to deliver your package depending on the destination
• No real time tracking ability. Tracking only available at dispatch location and then regional Postal Service takes over
• If destination's postal service is unreliable then it's not recommended. They pass package off to the Local Postal Service when it clears Customs

*some shipments may take longer due to customs delays, which we have no control over.

Are you a customer who needs it asap? Depending upon your location and size of the order, different shipping methods are available. Ask us for available options or fax us a shipping quote request with all your parts and shipping address for an estimate.

International customers should be aware that if several items are ordered and one is on backorder, the whole order will be placed on a "Full Order Hold" until the backordered item arrives. We do this in order to save the customer two separate shipping charges. If you wish to have the available items shipped and are willing to pay the separate charges, simply specify at the time you place your order and we can accommodate your request. Hazardous materials cannot be shipped to foreign customers at this time.

All items entering a foreign country are subject to customs inspection and the assessment of duties and taxes in accordance with that country's national laws. The customer is responsible for all duties/taxes/customs charges. If you refuse the shipment or refuse payment of any customs charges, we reserve the right to deduct the return shipping charges from any credit you may receive. In addition, you are responsible for return shipping charges any item(s) not allowed to be imported to your country.

Invoice must reflect actual product prices for parts shipped.

Returns & Replacements

Parts:

Freight must be paid by the customer. Items returned for exchange or refund must be returned within 30 days from received date (the date your parts arrived). Parts should be in original undamaged packaging and in unused condition. Returns received after 30 days but no later than 90 days in it's original undamaged packaging will result in a In Store Credit for the original purchase amount minus a 20% restocking fee. 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 damged 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. OK?

* NOTE: No returns on Electrical Items. *

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 it's condition, you will be issued a coupon code for your store credit. Returns after " 21 Days International" or "7 Days US"  are at the discretion of KTMTwins.com.

Please note: 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.

United Parcel Service is generally the least expensive shipping method. DO NOT send items back to KTMTwins.com C.O.D. We will not accept any C.O.D. shipments.

International Customers
The following statement must be written on your invoice enclosed in the return package and on the Custom's Declaration on the outside of the package: U.S. GOODS BEING RETURNED FOR REPAIR OR EXCHANGE.

Damaged Packages
In the event that an item arrives damaged please contact KTMTwins.com immediately. Keep all packaging materials and the original shipping carton. KTMTwins.com will advise you of the procedure to be followed. DO NOT return item until receiving instructions. Thanks

Gift Certificates are non-refundable and non-returnable. .

Privacy & Security

This notice applies to all information collected or submitted on the KTMTwins.com website. On some pages, you can order products, make requests, and register to receive materials. The types of personal information collected at these pages includes:

Name
Address
Email address
Phone number
Credit/Debit Card Information (which is not stored on our servers)

We use the information you provide when placing an order only to ship the product and to confirm delivery. We do not share this information with outside parties except to the extent necessary to complete that order.

We use return email addresses to answer the email we receive. Such addresses are not used for any other purpose and are not shared with outside parties.

Unless you have "opted-in" to our newsletter, you have opted-out. We will not use your personal information to market to you.

You can register with our website if you would like to have easy access to your order history, tracking options, and updating your address information. Information you submit on our website will not be used for this purpose unless you fill out the registration form.

If you would like us to remove your information from our records at any time, simply contact us.

Our Commitment To Data Security

To prevent unauthorized access, maintain data accuracy, and ensure the correct use of information, we have put in place appropriate physical, electronic, and managerial procedures to safeguard and secure the information we collect online.

Ordering

You can be confident in knowing that KTMtwins.com is a Verified Authorize.Net merchant. We have also taken the necessary steps to be Trustwave PCI Compliant.

Payment, Pricing & Promotions

KTMTwins accepts Visa, Master Card, Discover, American Express, and Payal. Your credit card information is only used to process your order through our secure gateway. We do not store any credit card information on our servers. Consequently if you wish to add additional items over your authorized amount, we ask that you place a new order and make sure to reference your existing order in the comment box during the check out process. If ithe item weighs more than a pound, the order will incure shipping charges because of how shipping companies caculate their rates. Because of this we ask that if the item is more than a pound that you place an additional order for that item with your desired shipping service. If you would still like us to box that item up with your existing order we are happy to do so with a small notation left in the comment box during the checkout process. If the item weighs less than a pound in weight, please place the new order and choose "In Store Pick Up" as your shipping option and once again please leave a small notation regarding combining of the orders before shipment and we will do everything in our power to comply with your wishes.

Did you know that as a member of ADVRider you get 10% off orders of $999.00 or more (Excluding the following manufacturers: Rally Raid, CJ Designs, CPR Fab, Rottweiler, Alpina Wheels, Austin Racing, Touratech, Scott's Performance and Marchasini) Simply leave your ADVRider username in the comments section when checking out and we will adjust the total for your discount. It's as easy as that.

Price Matching

KTMTwins wants your business. Send us an email if a competitor has a lower price, and we will see what we can do to match it. We guarantee they won't be able to match our customer service and selection.

Viewing Orders

Customers that opt in to registering has the ability to view order status online in addition to our automated email updates.

Updating Account Information

Customers that opt in to registering have the ability to update their contact and shipping information, and add alternate shipping addresses. It also cuts down on the keystrokes when ordering from your mobile device.