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Frequently Asked Questions - Retail
Q: When will my order ship?
A: Most of our orders ship within 2 business days from the time the order is received.
Q: What happens if an item I order is out of stock?
A: If an item you order is out of stock, you will be contact by an REM Performance sales representative.
Q: I can't find my installation instructions. What should I do?
A: You can find installation instructions for all REM products by clicking here.
Q: Do you have a retail store that is open to the public?
A: No. Unfortunately, at this time, we only sell our products online or over the phone. However, if you live in the area and would like to pick up your order from our warehouse, you may do so. Simply select the "Will Call" option in the shipping options section at checkout. Our warehouse is located at:
REM Performance, LLC
17307 Mount Wynne Circle
Fountain Valley, CA 92708
Q: Do you charge sales tax?
A: Yes, we charge sales tax in California only. If your order is shipped to any of the other 49 states, there are no sales tax charges.
Q: What is a shopping list?
A: Shopping lists are customizable lists that you can use for a variety of reasons. You can create a shopping list for yourself, a wish list for special holidays or a gift registry for your upcoming occasion. You can make your lists public, meaning anyone can visit REMPerformance.com and see your list(s). You can also make your list(s) private and send the link to your friends and family members. This makes shopping easy for your friends and family members during the holidays. It is also helpful for birthday parties or any other "gift giving" occasion.
Q: How can I check my order status?
A: As long as you created an account, you can check your order status by clicking here. If you didn't create an account or didn't place your order using your account, there isn't a way to log in and check your order status. Keep an eye on your e-mail, as you will receive an e-mail when your order is shipped.
Q: Do you offer a printed catalog?
A: No, at this time, we do not offer a printed catalog. All of our items are available for view and purchase online and our website is updated whenever a new product becomes available.
Q: I want to place an order but don't want to place it online. What do I do?
A: You can always place your order over the phone. Just give us a call at 877-661-7373 and a sales associate will be happy to help you. If we are unable to get to the phone when you call, please leave your name and a phone number where we can contact you and we'll be in touch ASAP.
Q: My credit/debit card was declined when I know I have funds available. Why?
A: There are a number of reasons why your card may have been declined. Please double check the card information you entered on your order. Most of the time, our customers accidentally enter the incorrect expiration date. It is also possible that the bank placed a termporary hold on the card for internet orders as a safety precaution. The card issuer does not tell us why the card is declined so you will need to contact your card issuer directly.
Q: I have a gift certificate and I'm trying to use Google Checkout but it isn't working. Why?
A: REMPerformance.com gift certificates can not be used with Google Checkout. Please use our standard checkout. However, if you have a Google specific gift certificate, please use the Google Checkout.
Q: I'm using Google Checkout and the system isn't accepting my special promotion or discount code. What's wrong?
A: If you have a special promotion code or special discount code, please use our standard checkout. At this time, Google Checkout does not accept our promotion and sale codes.
Q: I have questions about a certain product. What should I do?
A: Please feel free to contact us with any questions you may have. You can reach us by phone at 877-661-7373 or by e-mail at sales@remperformance.com.
Q: Do you ship outside of the United States?
A: Yes, for more information on placing an international order, please click here.
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