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Improved Payments With PayPal’s Braintree

June 3rd, 2021

Today we upgraded our payments system from PayPal Payments Pro to PayPal’s Braintree service. Next time that you checkout you’ll notice a new “Payment Method” section. A few of the largest improvements are:

Easier PayPal Payments

You no longer need to leave our site and go through several steps to complete payment with PayPal. With a few simple clicks right on our checkout page you can authorize PayPal and complete payment.

Pay With Venmo

We’ve added the ability to pay with your Venmo account. This is especially helpful for mobile users who have Venmo installed on their phones. We anticipate being able to offer even more payment options in the near future.

Save More Payment Methods

To speed up future purchases, you’re now able to securely store more than one payment method, and in addition to storing credit cards you can also store PayPal accounts now. Learn more.

Faster Refunds

Refunds should now process significantly faster if you cancel an order, remove items from your order, forget to apply a coupon code, or return items.

We also now have the ability to void recently completed credit card transactions. If you cancel your order immediately after purchase, our system may be able to cancel the original transaction so that nothing appears on your statement at all.

And of course, this new system meets our same extensive security requirements.

If you have any feedback or questions, don’t hesitate to contact us.

Pausing Our FedEx 1-3 Day Delivery Guarantee

September 2nd, 2020

Due to the COVID-19 pandemic, FedEx has experienced disruption to their network and has decided to suspend their money-back guarantee. From their website:

FedEx has suspended our money-back guarantee for all FedEx Express, FedEx Ground, FedEx Freight and FedEx Office services effective immediately until further notice.

Due to these delays, we have suspended our Guaranteed Delivery until further notice.

We remain committed to getting you your package as fast as possible. FedEx services are still delivering on time for the overwhelming majority of packages. If you absolutely need a package, we still recommend picking a FedEx option over a USPS option. The estimated ship dates that we show during checkout are our best estimate based upon the information that FedEx provides us, however there is now an increased likelihood of your package being delayed. We recommend placing your order as early as possible to account for any potential delays with your order.

It is also worth noting the that our warehouse team has been doing exceptional work. We haven’t closed a single day since the start of the pandemic, and most days we’re still shipping orders on the same business day right up until our 1 PM ET cutoff (and if we aren’t, it is due to high volume and that information is communicated on our Shipping page and during checkout to help you make an informed purchase decision).

We thank you for your patience and understanding during these difficult times. We understand this is frustrating. It is frustrating for us too. We’re anxious for shipping speeds to return to pre-pandemic speeds. In the meantime, don’t hesitate to Contact Us if you have any questions about your order.

How USPS Shipping Delays Are Affecting Our Customers

September 1st, 2020

We’d like to take a moment to explain how changes at the United States Postal Service (USPS) since the pandemic started are impacting package speed, and what that means for our customers who rely on us for fast, reliable shipments and deliveries.

The first component of fast delivery is shipping it out fast. On that front, our warehouse team is doing extraordinary work. We haven’t closed a single day since the start of the pandemic, and most days we’re still shipping orders on the same business day right up until our 1 PM ET cutoff (and if we aren’t, it is due to high volume and that information is communicated on our Shipping page and during checkout to help you make an informed purchase decision).

Unfortunately, we have seen an increase in delayed deliveries from orders placed with a USPS shipping method. We recently conducted a thorough review of our delivery speeds. More often than not, USPS is still hitting the estimated delivery dates presented during checkout, however the rate of packages that are delayed has gone up significantly. Those estimated ship dates that we show during checkout are our best estimate based upon the information that the USPS provides us. If you’re placing an order with a USPS service as the shipping method, please keep in mind that mail delivery in general has slowed down and delivery speeds may be inconsistent.

To make matters worse, we’ve noticed that many USPS tracking numbers aren’t updated after departing our warehouse. We’re not sure if this is related to package scans being missed, or a technical issue on USPS.com. Usually the package is still moving, and most of the time it is still delivered on time. We realize that this can be incredibly frustrating. You’re not able to get an idea of where your package is and when it will arrive, and it hinders our ability to assist you.

If you’ve received a shipping confirmation email from us with a tracking number, you can be assured that the order has departed our warehouse and is in the hands of the USPS. We do not send those emails out when we create the labels. They’re only sent after the package has left our facility.

We always have and always will ensure that you receive your order. If your Priority or First Class package doesn’t reach you within 7 business days of being shipped, please Contact Us and we will reship it immediately. We proactively monitor these too, so if you don’t contact us we will still reship your order and reach out to you to let you know what happened.

FedEx is also experiencing delays at times, however in general they have been much more reliable since the pandemic started. If you absolutely need a product in a timely manner, FedEx is the way to go, even more so than in the past.

We thank you for your patience and understanding during these difficult times. We understand this is frustrating. It is frustrating for us too. We’re anxious for shipping speeds to return to pre-pandemic speeds. In the meantime, don’t hesitate to Contact Us if you have any questions about your order.

COVID-19 Updates

March 18th, 2020

We would like to update you on the measures that we’re taking to protect our employees, our customers, and our community during the rapidly evolving COVID-19 (Coronavirus) situation.

As a customer, we want to assure you that our packages are safe to handle. We currently have no known cases on our team, and no reason to suspect that anyone is infected.

In addition, the World Health Organization has stated the following:

Is it safe to receive a package from any area where COVID-19 has been reported?

Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low.

As of this posting, we are not experiencing any shipping delays, and we anticipate being able to ship normally for the foreseeable future. If that changes, we’ll be sure to let you know.

Our small team of 14 runs our website, answers your questions, packs your orders, and so much more. Their hard work allows us to succeed. They helped name us one of the Best Places to Work in the Albany area in part because of our commitment to their wellbeing. We take this responsibility very seriously. Here are some of the measures that we have implemented:

  • We’ve enacted a cleaning and sanitizing procedure to be done every day at the end of the workday.
  • No outside visitors are allowed into the warehouse for any reason.
  • Non-warehouse staff is working from home to limit interaction with the rest of the team.
  • Anyone who feels sick is being asked to stay home from work. All employees, including hourly employees, are receiving their full pay for the day.

We’ll be closely monitoring the recommendations of the World Health Organization (WHO), Centers for Disease Control and Prevention (CDC), and local authorities. We’ll notify you if anything changes.

If you have any questions or concerns, please do not hesitate to contact us.

Mike, Adam, and Greg
Detailed Image Co-Owners

Affiliate Coupon Codes – a New Way to Earn Cash/Credit by Referring People to DI

April 22nd, 2019

When you sign up for our affiliate program you can earn cash or Detailed Image credit when you refer people to Detailed Image. Today we released affiliate coupon codes, one of the features most requested by detailing business owners. All affiliates now have a unique 10% off affiliate coupon code which can be found by logging in to your account and clicking View My Affiliate Account. Anytime a customer uses that coupon code to make a purchase, they save 10% and you get the corresponding affiliate credit for the items in their order. Everybody wins! Affiliate coupon codes are great for sharing on social media, on your website, on a business card, in your email signature, or anytime you recommend products. You can still of course use affiliate links if you prefer that method.

Other Affiliate Updates

We also updated our Affiliate Terms of Service to include two new policies. The first is that an affiliate payout is only eligible to be paid once the entirety of an order ships. Credits are now paid out once daily for any orders that shipped in the previous day. The second policy is that you can no longer earn affiliate credit on your own purchases, which doesn’t reflect the promotional spirit of an affiliate program.

If you have any questions don’t hesitate to contact us!

Scheduled Downtime for Server Upgrade – Saturday 9/15

September 14th, 2018

Tomorrow morning, Saturday 9/15, we’re upgrading our servers! Upon completion our site should run faster and be more accessible during future maintenance windows and unplanned issues.

We will have a short period of downtime between 8:00 AM ET and 10:00 AM ET. During this window there will likely be a period of time where our website will be down. When the site is online during this transition, you may browse the website and add items to your shopping cart, but completing a purchase will be disabled for your security. There will be a message posted on every page of the website during this time period. As soon as we are complete we will remove that message and you will be able to resume shopping.

We apologize for the inconvenience. If you have any questions don’t hesitate to contact us or reach out to us on social media.

Wholesale Automatic Upgrades & More

April 19th, 2018

We recently released a few improvements to our wholesale program that we think our wholesalers will be very excited about.

Automatic Upgrades

We’ve listened to your feedback about upgrading to the next pricing tier and have now implemented automatic upgrades. Once your spend surpasses the minimum spend for the next tier up, we’ll take care of automatically upgrading you. These upgrades happen once daily. You’ll receive an automated email from us as soon as it happens. This will ensure that you’re always in the best possible pricing tier!

Quarterly Newsletter

We’re also now sending out quarterly wholesale newsletters. These personalized newsletters are sent four times per year based upon your anniversary date. They include an update on your yearly spend, new products that we recently started carrying, articles from our Ask-a-Pro blog, and more.

My Account Spend Information

We’ve simplified the “Wholesale Account” section of your My Account page. This now includes the pricing tier that you’re in, your current spend, and your anniversary date. Your anniversary date will not change moving forward, making it easier for you to plan purchases to meet your minimum required spend.

As a reminder, wholesale accounts also come with additional perks that can be found on your My Account page. You have exclusive access to adding your business to our Find a Detailer Map. You can also participate in our Wholesale Referral Program where you’ll receive a $20 store credit every time you refer a new wholesaler to us!

If you have any questions or comments please don’t hesitate to contact us.

Refer a Friend Program Updated Requirements

November 1st, 2017

Since launching our Refer a Friend program over two years ago, hundreds of detailers have earned free detailing supplies!

Today we’re updating the terms of the program to require that all participants place at least one order with us. To qualify, an order must be a paid order (not a promotional giveaway) that has been processed and shipped. This policy change will not affect most participants. Users that currently have referrals but have not made a purchase will not lose their referrals, however they won’t be able to increase their referral count until they’ve made their first purchase.

Our Refer a Friend page, Promo Restrictions page, and other content throughout our site has been updated to reflect this change.

If you have any questions please don’t hesitate to contact us.

Edit Your Order Instantly, Report Issues Easier, and Pay with Partial Credits

December 8th, 2016

We recently released several exciting new features to help make shopping with us even easier. We’ve made it simple to add to your order, remove from your order, or cancel your order with a click of a button, giving you the ability to instantly adjust your order without having to contact us. We’ve also created a new form to make it easier to report missing, damaged, or incorrect items received in the unlikely event that there is a problem with your order.

If you’re a registered user, the easiest way to access these features is by visiting your My Account page. Alternatively, you can visit the link provided in your order confirmation email or enter your email address and Order Number in our contact form. Based upon the status of your order, you’ll be shown different options as you can see in the screenshot below.

My Account Options

Add, Remove, and Cancel

These options to edit your order are available before your order ships.

When you choose to add to your order you can shop our site as you normally would. You’ll see a message displayed at the top of each page notifying you that you’re currently adding to an order. When you reach the checkout page you’ll notice that you can’t edit your address or change your shipping service, and that there is no shipping charge. We’ll do our best to combine any items that you add in with your original order, but if we’re unable to do so there is still no additional shipping charge.

When you remove items from your order you’ll be able to select whether you want a refund or Detailed Image store credit. Credit is applied instantly to your account and can be used for another purchase immediately.

If you decide that you need to cancel your order entirely, it can be done with one click of a button.

After any edit we send you an email instantly to confirm your changes.

Missing, Damaged, and Incorrect Form

After your order has shipped you can report missing, damaged, and incorrect items by clicking the “Order Issue” button on your My Account page. Our new form makes it simple to specify which items were affected, upload photos from your phone or computer, and then select whether you would like a refund, a reshipment, or Detailed Image store credit. Our team will review your request within one business day. Upon approval our system will automatically process your request and notify you with an email.

Partial Store Credit

If you have store credit with us for any reason, you can now split it up into multiple purchases. For example, if you have $20 in store credit you can use it towards several small purchases of less than $20. Previously store credit had to be used all at once, in this case on a purchase of $20 or more. You can check how much credit you have by visiting your My Account page.

If you have any questions or feedback on these new features don’t hesitate to contact us!

One-Click Checkout With Saved Cards & Other Payment Improvements

June 9th, 2016

Over the past few weeks we’ve released several improvements to our checkout page that we want to share with you. These improvements make payment simpler, faster, and more seamless without compromising our high security standards.

Securely Save Credit Cards

It’s now simple to save your credit card information so that you don’t need to enter it each time you check out. Check the “Save this card for future purchases” box when entering your credit card information during checkout and it will be available for use on future purchases.

Save a credit card

The next time you go to the checkout page your card will be automatically selected. You can check out with a single click, which is especially helpful if you shop on your mobile phone where it can be cumbersome to enter in your credit card.

Charge a credit card

As with all credit card purchases, for your security we do not store your credit card number and our team cannot see or access your card number at any time. From our How secure is your site? FAQ:

Similarly, when you save a credit card to make checkout faster on future purchases, we do not store your credit card number. PayPal saves your card securely using a feature called PayPal Vault, which we are able to access securely in the future to charge your card when you place an order. Cards can be deleted at any time on your My Account page.

Scan Your Card On Mobile

Typing in a credit card number on a phone can be a pain. If you haven’t saved your card to your account, you can scan a photo of your card instead of typing out your number. Both Chrome on Android and Safari on iOS support this convenient feature. When you move your cursor to the credit card number field you’ll see the option to “Scan new card” in Chrome or “Scan Credit Card” in Safari. In either case we never see or store a picture of your card, the browser simply enters your information into the form fields.

Scan a credit card

Chrome Credit Card Autofill

If you’ve saved your credit card to Google Chrome using Autofill you can access those cards to make a purchase with us. When you’re logged in to Chrome on any computer or device you’ll see your saved cards appear in a dropdown when you click in the credit card number field. Pick your card and Chrome will take care of entering your information.

Chrome Autofill

A Better Credit Card Form: Card Detection, Number Spacing, & More

Our credit card form is now much more intelligent. As you start typing your number, our form will automatically detect the card type and highlight it, space out the number to help reduce errors, and detect whether the security code should be 3 or 4 digits. The example below shows our form detecting a Visa card, which start with the number 4.

Credit card form

Other Improvements

If you happen to make a mistake when entering credit card information, we’ve updated and improved our error messages so that it’s crystal clear what’s wrong and how to fix it. We’ve also made design and usability improvements for PayPal purchases, purchases made with a gift certificate, and purchases being sent as a gift.

Questions? Contact Us!

We hope that all of these improvements make shopping with Detailed Image a little bit more enjoyable. If you have questions or comments don’t hesitate to contact us. We’re always happy to help!

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