Frequently Asked Questions

Ordering

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. You can check on the status of your order by visiting the Order Status page. If you have an account with us, you can also log in to your My Account page to review and track your orders. We also created a page outlining exactly what happens after you place your order to ensure that it arrives safely at your doorstep.

I am unable to check out. What do I do?

If you are having trouble submitting payment, please contact your bank to ensure that you are using a valid payment method. If you are paying with PayPal funds, please check their Help Center for payment help. You might also want to try attempting your purchase in a different web browser (Google Chrome, Firefox, Safari, Internet Explorer, etc) or on a different computer or device. If you are still unable to check out or if you're having other difficulties checking out, please fill out the contact form on our contact page and we will be in touch with you shortly.

What payment methods do you accept?

We accept payment via credit card, PayPal, Apple Pay, Google Pay, and Venmo.

Credit cards accepted include MasterCard, VISA, American Express, and Discover. This includes prepaid gift cards with the MasterCard, VISA, American Express, or Discover logo on them.

If you select PayPal during checkout you'll also 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.

Please note that some orders may be restricted to PayPal as the only payment option to ensure that the order meets the requirements of PayPal's Seller Protection.

What is PayPal Credit?

With PayPal Credit you can finance your Detailed Image purchase. To use PayPal credit, select PayPal during checkout and then select PayPal Credit as your payment method. Visit the PayPal Credit website to learn about current promotional offers available with PayPal Checkout.

Below is the current promotional offer from PayPal:

Do you accept prepaid gift cards?

Yes, we accept prepaid gift cards with the MasterCard, VISA, American Express, or Discover logo on them.

If you're unable to get your prepaid gift card to work, try selecting PayPal as your payment method and entering your prepaid gift card on the PayPal website.

If you're still having trouble getting it to work, please visit the PayPal Prepaid Gift Card page for more information on why your card is potentially being declined.

Do you offer gift certificates?

Yes, visit our Gift Certificates page for more information.

I have a gift certificate that covers the full value of my purchase. How do I complete the order without paying?

After applying your gift certificate on the Checkout page the payment methods will be replaced with a Gift Certificate button that you can select to bypass having to enter any payment information for your order.

Can I order over the phone?

We would highly recommend placing an order online instead of over the phone.

If you place an order over the phone we process your order on our website the exact same way that you would. Our website meets high industry security standards and for your security we don't have any access to your credit card information when you place an order online, keeping your information as secure as possible.

If you would still prefer to place an order over the phone you can contact us at 518-861-8811 between the hours of 9 - 4 EST Monday - Friday. If you miss us on the phone please leave a detailed voicemail with your name, number and the best time to reach you.

Do you offer wholesale pricing for businesses?

Yes! 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.

How do I return an item?

Visit our Returns page for instructions on how to make a return. In general, we accept most unopened and unused product returns within 30 days of delivery. If you are looking to return a tool or have warranty work performed, please visit our Tool Returns page for more information.

How do I return a tool (buffer, polisher, steamer, extractor, etc)?

We are happy to help you coordinate service directly with the manufacturer of your tool, however Detailed Image does not accept the return of any tool or machine at this time. Please visit our Tool Returns page for more information on Tool Returns and for all manufacturer contact information/policies.

My tool (buffer, polisher, steamer, extractor, etc) stopped working. Who do I contact for warranty work?

Each manufacturer has specific guidelines that need to be followed to help you resolve any issues in a timely manner. Most manufacturers have set up warranty and repair centers that have specialists to help ensure your tool will be working great again. Please visit our Tool Returns page for more information on Tool Returns and for all manufacturer contact information/policies.

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 that we are unable to ship safely. 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 typically ship from the manufacturer within 2-3 business days. You'll receive email updates from us throughout the entire process. If the manufacturer provides us with tracking information we will email it to you as soon as we receive it.

If you have any questions related to your order please contact us and we'll be happy to help.

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 is the difference between a Wishlist and a Saved Cart?

Wishlists and Saved Carts are both great ways to save products that you might be interested in buying at a later time. They can both easily be shared with friends or family looking for gift ideas as well!

If you have a Detailed Image account and are logged in, you can add any item to your Wishlist by visiting the product page and clicking the "Add to Wishlist" button. Your Wishlist is available by visiting your My Account page. From there, you can get a link to share your wishlist with family and friends.

Saved Carts don't require a Detailed Image account and therefore can be used by anyone with items in their shopping cart. After adding items to your cart, proceed to your Cart page and click the "Save" button. You'll be brought to a page for your Saved Cart that can be bookmarked or shared.

Even if you use a Wishlist, Saved Carts are a great way to create smaller lists of products for specific situations. For instance, a Saved Cart is a great way to create a birthday list to share with friends and family containing exactly the products you're interested in receiving.

Both Wishlists and Saved Cart pages have "Add to Cart" buttons conveniently located on the page, making shopping quicker and easier.

When do you charge my credit card?

All orders are charged immediately upon purchase. This includes orders containing backordered items and/or items available for pre-order.

Can I change the breakdown of pads in a package?

With all of our DI Packages you can select any combination of pads that you desire. Simply add a note with your preferred combination in the "Comments or Special Instructions" field at the bottom of the checkout page. Please note that all pads can only be swapped for pads of the same size and from the same manufacturer.

Do you offer tax exemptions for business orders?

Unfortunately our system is not set up for tax exemptions at this time. There is however a way for you to claim a credit/refund for the sales tax you paid when you file your sales tax return through NY State. Simply visit the New York State Department of Taxation and Finance site for more information and links to the documents required to claim your tax exemption.

I've ordered with Guest Checkout. Can I upgrade to an account? What are the benefits of upgrading?

Yes! Simply Register with the same email address that you placed your Guest Checkout orders with and all of your previous orders will appear in your order history on your My Account page.

Upgrading to an account comes with several benefits:

- Faster checkouts with saved addresses and the option to save payment methods
- Easier tracking of previous orders
- Easy reordering of items you want to buy again
- Wishlist feature for saving items you're interested in purchasing
- Exclusive discounts
- Access to our Wholesale and Affiliate programs