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Frequently Asked Questions

General Questions

Website Questions

Detailing Questions and Recommendations

For detailing questions, such as product recommendations and usage, please check our Auto Detailing Guide, Product Reviews, and Ask a Pro blog, as well as the individual product pages.

Newsletter Questions

Daily Special Questions

Weekly Special Questions

Wholesale

If you're a professional detailer or a reseller, our Wholesale program can offer you discounted prices on your detailing supplies. To learn more, visit our Wholesale page.

Affiliates

You can earn cash or detailing products by promoting Detailed Image! Visit our Affiliates page for more information on our Affiliate Program.

Company Information

To learn more about Detailed Image, read our About page, check out our blog, or visit the Pure Adapt, Inc website.

Other Questions

Please contact us using our contact form.

General Questions (Return to top)

Where are you located and what is your address?
We're located in Albany, NY. Our warehouse address is:

Pure Adapt, Inc / Detailed Image
2 Van Buren Blvd.
Bldg 19, Bay 1A
Guilderland Ctr., NY 12085

Please note that we do not allow walk-in visitors to our warehouse. If you're sending us a return please follow the instructions on our Returns page to ensure that your return is processed as fast as possible.

What is your phone number?
Our phone number is 518-861-8811. Calls are sent directly to our voicemail. We will reply to you either via email or phone as soon as we receive your message. However, for the fastest and most accurate response, we request that contact us through our contact form.

How do I get a shipping quote?
You can get a shipping quote by adding products to your cart, proceeding to the View Cart page, and entering your location. You will not be required to log in or give up any of your personal information. Please remember that this is just an estimate. To receive an exact quote and to see expedited shipping options, Log in and proceed to the checkout page. You can learn more by visiting our Shipping Information page.

What shipping options are available?
We ship via FedEx for all United States domestic orders, including Hawaii and Alaska. We use FedEx SmartPost to ship to PO Boxes and U.S. Territories. We offer standard shipping options, as well as expedited options if you need your package sooner. You can learn more by visiting our Shipping Information page.

Do you offer free shipping?
We offer free and low cost shipping with our DI Ship & Save coupon codes. Simply spend $49 or more, enter coupon code DI499 during checkout, and you'll receive $4.99 shipping on your order. Spend $149 or more and use coupon code DIFREE for free shipping. These codes are subject to our standard promo restrictions.

Do you ship internationally?
We ship to U.S. Territory addresses using FedEx SmartPost. Unfortunately we no longer ship packages to international or APO addresses. You can learn more by visiting our Shipping Information page.

What payment methods do you accept?
We accept payment via MasterCard, VISA, American Express, Discover, and PayPal. If you select PayPal during checkout you'll have the option of paying with PayPal Credit. PayPal Credit offers no payments and no interest on purchases of $99 or more when paid in full within 6 months. Visit the PayPal Credit website for full details.

When do you charge my credit card?
All orders are paid for immediately upon purchase. This includes orders containing backordered items and/or items available for pre-order. If you pay via credit card, your card will be charged as soon as you click to complete your purchase. If you pay with PayPal, your payment will be sent as soon as you click to complete your purchase.

How do I get the best deal on my purchase?
We've put together a Deals page with all of our best current deals. To be notified of our biggest specials, we recommend signing for our newsletter by registering for an account or by filling out the newsletter sign up form at the bottom of any page on our site. Additionally, you can become our fan on Facebook, follow us on Twitter, and circle us on Google+ for exclusive coupons, detailing tips, photo albums of some amazing cars, and more.

How do I use a coupon code?
Coupon codes can be applied to your order on the checkout page next to where it says Enter Coupon Code. If you are having trouble applying a coupon code to your order please make sure that you are clicking the "Redeem" button after the code has been entered. We allow one coupon code per order and coupon codes are not valid on tools, DI Packages, and already discounted items. There are no exceptions to these policies. For more information on coupon codes please visit our Coupon Codes page.

Can I use more than one coupon code?
No, there is a limit of one coupon code per order, no exceptions.

Do you allow in-store pick-ups?
No, we do not offer in-store pick-ups at this time.

Why do some items ship directly from the manufacturer?
A small select number of items ship to our customers directly from the manufacturer instead of shipping from Detailed Image. Generally these are very heavy or large items. When you have one of these items in your shopping cart you'll notice a separate shipping charge on the checkout page specifically for these items. These items are not eligible for coupon codes, however coupon codes can be applied to the remainder of your order. After your purchase we will contact the manufacturer to ship your order within one business day. These items are then typically delivered to you within 2 - 7 business days. If the manufacturer provides us with tracking information we will email it to you. If you have any questions related to your order please contact us and we'll be happy to help.

What is the status of my order?
All orders are shipped from our warehouse within one business day of purchase, unless we have contacted you and specified otherwise. To review and track your orders, log in to your My Account page. We also created a page outlining exactly what happens after you place your order to ensure that it arrives safely at your doorstep.

How do I return an item?
We accept unopened and unused product returns within 30 days of purchase. Visit our Returns page for more information.

Do you offer gift certificates?
Yes, visit our Gift Certificates page for more information.

Do you offer a military discount?
Yes! We here at Detailed Image are extremely thankful to the dedicated men and women who serve in the US Military. To thank these citizens for their bravery we are proud to offer US Military Service Members and retired Veterans a 10% off discount with an exclusive coupon code. To receive this discount simply Contact Us with your name, branch of service, and rank and we will email you back with this special coupon code right away.

Website Questions (Return to top)

I am unable to check out. What do I do?
If you are paying with PayPal funds, please check their Help Center for payment help. If you are paying with a credit card and it is being denied, please fill out the contact form on our contact page and we will be in touch with you shortly. For the fastest response, choose Website Issues/Suggestions and be sure to provide us with the email address that's linked to your account so that we can investigate your order as fast as possible.

I am unable to log in. Can you email me my password?
For security reasons, we will not email you your password. To have a temporary one emailed to you, click the link that says Forgot your password? Click here to have a new one emailed to you on the Login page. We highly recommend that you change your password as soon as you log back in with your temporary one.

How do I change the email or password on my account?
You can change your email and/or password by logging in and visiting your My Account page.

I have a gift certificate that covers the full value of my purchase. How do I complete the order without paying?
On the Checkout page, after applying your gift certificate and confirming that your total is $0.00, the choice of credit card or PayPal will disappear and be replaced with a Gift Certificate button that you can select to bypass having to enter any payment information for your order.

How do I change my billing/shipping address?
You can permanently change your saved billing or shipping address on your My Account page. You can change your billing or shipping address for individual orders during the checkout process.

What does "DI Verified Purchase" mean on a product review?
The "DI Verified Purchase" badge means that the reviewer has purchased the product from Detailed Image. Knowing that someone actually purchased a product gives their review added credibility.

What web browsers do you recommend for optimum use of Detailed Image?
We have done our best to develop a site that works with all web browsers on all operating systems. That said, we recommend that you upgrade to the latest version of your browser to take advantage of the latest features. For a list of recommended browsers, visit our Web Browsers page.

What are the requirements of using your site?
As with almost all modern websites, you need to have javascript and cookies enabled in your browser to shop with us. We also recommend that you upgrade to the latest version of your browser for the safest, most secure, browsing experience.

How secure is your site?
We have taken extensive security measures to ensure that our shopping experience is extremely safe for you. When you enter sensitive information like a password or credit card number on our order forms, we encrypt that information using high-grade secure socket layer (SSL) technology . Our servers are fully Payment Card Industry Data Security Standard (PCI-DSS) compliant, meaning that we comply with a strict set of standards for our infrastructure and server setup. We store only the information that you give to us when you register - name, email address, physical address, etc. We DO NOT store your credit card information, nor do we ever see or have access to your credit card information. All credit cards are processed by the extremely safe and secure PayPal Payments Pro service. During an order, PayPal simply tells us whether the information you entered is correct (in which case we process the order) or incorrect (in which case we tell you that there has been an error). PayPal charges your card in our name and deposits the funds into our account. We believe that this results in the safest shopping experience possible for our customers.

How safe is my personal information?
We take extra precautions to ensure that your information is safe with us. We do not store your credit card information (see the question above) and we encrypt your passwords so that even our team is unable to view them. We have not, nor ever will, distribute your information to any third parties. Please review our Privacy Policy for more information.

Newsletter Questions (Return to top)

What types of newsletters do you have and how do I subscribe?
We encourage you to sign up for our newsletter. You'll be the first to know about our sales, receive special newsletter-only offers, learn about detailing, and more. We also offer a Daily Special Newsletter that notifies you of the daily special item every day. You can sign up for our Newsletter and/or Daily Special Newsletter when you Register with us. You can also sign up for our Newsletter by filling out the form at the bottom of any page on our site. If you already have an account with us, you can manage your subscriptions on your My Account page.

How do I unsubscribe from your newsletters?
You can click the "Unsubscribe" links at the top and bottom of all of our newsletters. You will immediately be unsubscribed without needing to sign in to your account. You can also manage your newsletter subscriptions on your My Account page.

I'm signed up for your newsletter. Why am I not receiving it?
There are a few possibilities. First, check your My Account page to make sure that we currently have you subscribed. It's possible that you accidentally unsubscribed or that we automatically unsubscribed you because emails to your address bounced. If your account says that you're subscribed, we're likely sending you the emails and they're getting filtered out by your email service. Check your spam folder and any other folders that contain automatically filtered email. We recommend adding our email address to your address book to avoid our emails from being marked as spam.

Daily Special Questions (Return to top)

Which items are discounted?
The majority of the products available in our catalog will be eligible for the Daily Special. For various reasons (limited supplies, manufacturer restrictions, etc.) some items will be chosen more frequently than others.

How often are items discounted?
You probably won't see an item as the Daily Special more than once per month.

How do you pick products?
The product selection is automated based upon a criteria that we specify. Not all items are eligible at all times. Sometimes this is because of factors outside of our control (like limited availability) and other times it is by our choice (like having a whole month where only one brand of products are selected).

How much do I really save?
The savings is different for each product, but you will generally save over 20% off of the normal retail price.

Can I get notified of the Daily Special?
If you already have a Detailed Image account, you can opt-in to receive the Daily Specials emails on your My Account page. If you do not have a Detailed Image account, you can choose to receive email notifications of Daily Specials when you Register. You can also track our daily specials by subscribing to the Daily Special RSS Feed in your feed reader, or by following us on Facebook or Twitter.

How do I know how much time is left?
The special runs from 12:01 AM until 11:59 PM Eastern Time.

How do I purchase the Daily Special?
Just visit the product page - either from the home page, the daily email, the RSS feed, or through normal searching/browsing - and add the product to your shopping cart like you would any other product. The special pricing will be automatically applied.

Can I use a coupon code on the daily special product?
No. All of our daily specials are being offered at our absolute lowest price. Additional discount codes will not apply to the Daily Special, but they will work on the rest of the eligible products in your purchase.

I missed a Daily Special that I really wanted. Will you honor a price from yesterday/last week/last month?
No. The Daily Special item is available at that price for 24 hours only.

I bought this product yesterday at full price, can I get a refund or credit for the difference?
We will not be issuing any refunds or credits for any Daily Specials. The discounted price is valid only for the 24 hours we run the special, no exceptions.

Why did the sale price go away?
In order to receive the Daily Special price, you have to checkout before 11:59:59 PM Eastern Time the day of the sale. If the item is in your cart and you continue shopping past 12:00 AM the next day, the Daily Special price will revert back to its regular pricing as you go to checkout.

Can my Daily Special order be held and combined in to one shipment with other Daily Special orders to save on shipping?
No, this is not something that we offer at this time.

Weekly Special Questions (Return to top)

How does the Weekly Special work?
Each Wednesday we pick a new product to give away if you spend a minimum amount, which is based upon the value of the product. Simply enter the coupon code during checkout and the item will be added to your order automatically!

Why is the coupon code not working for me?
Make sure that the subtotal of your order meets the minimum spend and that you clicked redeem after entering in the coupon code to be eligible for the free item. The order must be placed before Tuesday at 11:59:59 PM EST during the week of the offer.

Which items will be available for free?
The majority of the products available in our catalog will be eligible. For various reasons (limited supplies, manufacturer restrictions, etc.) some items will be chosen more frequently than others.

How often are items chosen?
You probably won't see an item as the Weekly Special more than once every six months.

How do you pick products?
The product selection is automated based upon a criteria that we specify. Not all items are eligible at all times. Sometimes this is because of factors outside of our control (like limited availability) and other times it is by our choice (making a product eligible only during the time of year when it's most popular).

Can I get notified of the Weekly Special?
You can track our Weekly Specials by visiting our home page, Free Stuff page, by subscribing to the Weekly Special RSS Feed in your feed reader, or by following us on Facebook or Twitter.

Can I combine this with other sales?
You can purchase any item listed on our sale page, including Daily Specials and Monthly Specials, in conjunction with the Weekly Special. However, you can only use one coupon code per order so this offer can not be combined with other coupon code offers.

I bought this product yesterday/last week/last month at full price. Can I get a refund or credit for the difference?
We will not be issuing any refunds or credits for Weekly Special products. The item is available for free only during the one week that we run the special, no exceptions.

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