Frequently Asked Questions
Please browse the below question and answer directory to see if there is any information for you. If you require support, please reach out to us.
We're here to help, please browse our directory of commonly asked questions regarding ordering from Upshift:
Do the prices on your website include sales tax?
You, the customer, are liable for any sales tax due on the goods, as well as any other local/import/customs taxes or charges that may be due on the parcel upon delivery to the addressee, dependent on the respective rules in the state that the goods are delivered to.
If you have any queries regarding this, please feel free to contact us and we will advise.
I have a question about my order, what do I do?
We're happy to advise on any questions you may have about an order - to get in touch, please email email@example.com quoting your Order Number.
If you don't know your order number, please provide your delivery address & contact information and we will match your details to any orders on the system. We can then advise on any queries you may have.
Can I edit my order?
Yes, you can edit your order any time up until it dispatches. By edit, we mean add / remove / amend any product(s) in your order.
To edit your order, please email firstname.lastname@example.org with the email subject being your Order Number. Once validated, we shall amend your order on our system and then you will be automatically sent an order edited email along with either an invoice for any outstanding monies, or reimbursed any outstanding amount (where applicable).
Do you accept payment via PayPal?
Yes, we accept PayPal payment for orders, however there are 2 criteria all PayPal payments are subject to:
1) 3% PayPal restocking fee non-refundable charge due to PayPal charging these non-refundable expenses. Should you edit/cancel your order, 3% of the order total cannot be refunded due to PayPal's non-refunding fee policy.
2) A PayPal payment surcharge may apply on your order, dependent on order value. The majority of orders will be without a surcharge so order total will remain the same, however we may apply a surcharge of up to 2% for orders to cover PayPal's higher, non-refundable fees. This will apply in addition to criterion 1 above.
If you want to pay by PayPal, please email us and we shall arrange the payment through PayPal, subject to criteria 1 and 2 above.
Do you accept Purchase Orders (POs)?
Yes, we accept Purchase Orders from certain clients. Please email us to discuss requirements. Orders will only ship once full payment has been received and cleared in our account.
Is the equipment difficult to connect/setup?
Although sim racing setups may appear daunting to beginners, they aren't that complicated. Most customers find they are able to set up their hardware, and build their rigs within a few hours. Some people enjoy this aspect of purchasing the products (some, not so much!)
We appreciate however that there are people who are lacking in confidence - whether it be technological proficiency, or in building a sim rig, or both - and indeed some who simply do not have enough time in a day to spend hours setting up all the equipment.
There are internet tutorials, community groups & forums and user guides with setup information, so we would like to clarify that most individuals will be able to setup their sim equipment - it's not a fusion reactor after all!
Do you sell the Asetek La Prima range?
Currently, all Asetek La Prima products are available directly from Asetek only, they are not available for any retailers.
I represent a sim racing team - will you sponsor us?
We receive lots of sponsorship enquiries - we are always interested in partnering with exciting teams, however before emailing us, consider what value you could offer Upshift. We are predominantly interested in sponsoring established, high-achieving teams only, who have a good following and who conduct themselves in a professional manner.
We use a variety of major carriers for shipping, please browse our directory of commonly asked questions regarding shipping:
What is your Shipping Policy?
- Most products over $1000 come with free shipping, while lower priced products have a small nominal charge usually between $20 and $50. These rates apply to the lower 48 states.
- We will despatch orders within 1 business day, unless the item is on pre-order.
- The shipping time for Standard is between 2 and 4 business days, and for Express is between 1 and 2 business days.
- Shipping is fully tracked and fast so your item arrives quickly, and we use the best couriers like UPS and FedEx.
- There are some exclusions to our free shipping, including Alaska, Hawaii, Yukon, Northwest Territories & Nunavut).
- Please note that larger items such as our Sim Rigs, Monitor Stands and Racing Seat may not arrive on the same day as the other parts of your order - this is because of their weight & size so these boxes may get sorted differently at our shipping partner's logistics hub. You are provided tracking information for all parts of your order.
How do I get shipping updates?
We recommend you provide your mobile number at checkout, so we may share it with the shipping companies in accordance with our terms and conditions. By doing so, the shipping company is able to text you shipping updates, and the shipping drivers may choose to ring you prior to shipping/if they need to call you about your shipping. Where applicable, you will also get email updates. Not all carriers offer these services, so if you are unsure, please contact us in advance to confirm.
Will I need to be in to sign for my order?
Due to the high-value of the items we sell, most delivery services that we use will require a signature to confirm successful delivery. Tracking is sent prior to delivery, so you know when the packages are being delivered, and can make arrangements to stay in.
If you cannot stay in that day, our couriers offer a variety of delivery arrangements for maximum convenience, including rescheduling to another day, fixed-time delivery, redelivery to alternative addresses etc. We can accommodate all delivery conditions, so you need not worry about not being in to accept a delivery.
How do I track my order?
All orders are sent using a trackable shipping service. You will be provided with a tracking number prior to the delivery, which you will be able to use to monitor progress of your delivery.
We typically use UPS and FedEx for shipments, with other couriers available on request.
I require a special shipping service - can you help?
Yes! If you require a different shipping method to what we have available as standard, please send an email to email@example.com explaining your requirements and we shall endeavour to find you a courier and quote.
Do you ship to Freight Forwarding companies?
No, we do not ship to any freight forwarding companies in any state or internationally. We also do not ship to hotels or Airbnb addresses.
We only deliver direct to the customer. Any orders placed to freight forwarding companies will be cancelled. See Section 11 of our Terms & Conditions for further information.
We provide unparalleled guidance and support to our valued customers, however if for whatever reason a return is required, please browse our directory of commonly asked questions regarding returns:
What is your returns policy?
We spend lots of time & effort giving you as much information and guidance as possible about each item, so we truly believe you will love whatever you buy! In the unlikely event you wish to raise a return, please contact us and we shall discuss option and how we will proceed with the return request.
You may return your item(s) for an exchange/refund within 28 days provided they are unopened & sealed and meet the bulleted criteria below.
To request a return, you must first send an email to firstname.lastname@example.org with your Order number as the email subject and Reason for Return in the email body/message. We will reply to your email with your relevant return information. We will not accept any returned items if we have not had an email from you requesting a return, so you must request a return first, before sending anything back.
To request a return of a suspected/confirmed faulty item, you must first send an email to email@example.com with your Order number as the email subject and Description of the fault in the email body/message. We will reply to your email with your relevant return information. We will not accept any returned items if we have not had an email from you requesting a return, so you must request a return first, before sending anything back.
All returns are subject to the following conditions:
- You, the buyer, are are fully responsible for paying all charges necessary to return the item to us. A restocking fee of up to 20% of the returned product's value may apply.
- Items must be returned sealed and unused in their original packaging and in a fully resellable condition. All items are supplied to you, the customer, in brand new condition. For such items supplied in brand new condition, if any seals have been broken, the item cannot subsequently be sold as new after the return, therefore the return will be declined or a restocking fee will be levied and partial refund given.
- If the item is deemed faulty once opened, we shall troubleshoot and assess the nature of the fault and repair the item or replace like-for-like, should the fault be deemed a legitimate fault.
- Items returned that are not in their original condition may not be accepted, and the refund request declined.
- Returned items must be complete with all packaging in good condition, ready for immediate resale. All components and items within packaging (e.g. polystyrene/bubble wrap) must be returned also. We reserve the right to levy a charge to replace product packaging which is damaged / defaced / missing.
- We cannot accept responsibility for returned parcels which are undelivered (e.g. lost by the carrier, delivered to incorrect address) or received damaged. We strongly advise you send returned items using an insured & tracked service. Furthermore, we also strongly advise you to obtain and retain your proof of postage, as you may require it should you decide to make a claim against your carrier should they damage or lose your item whilst returning it to us.
Returns made outside of the 28-day return window, or with no valid reason, will be declined.
Will you exchange an item on my order?
If the item meets the criteria in our returns policy, then yes we are happy to exchange an item for you.