Answers to your most common questions
Find quick answers on orders, products, shipping, tracking, warranty, and more.
Quick answers before you buy
Find answers on orders, build times, warranty, shipping, payment methods, and tracking.
Payments, returns, cancellations, and order tracking.
Warranty, build times, and product series differences.
International shipping, duties, and PO box limits.
2–4 Week Build Time
Standard build time for coilovers is listed at 2–4 weeks, with timing varying by demand and parts availability.
2-Year Limited Warranty
Scale states a 2-year limited warranty for the original purchaser under normal use and proper maintenance.
Worldwide Shipping
The site says it ships internationally, with duties potentially due on arrival outside the USA and Canada.
Orders
Current order FAQs include accepted payment methods, 14-day returns, cancellation terms, and shipment tracking.
The current FAQ lists all major credit cards, PayPal/PayPal Credit, Shop Pay, Venmo, Apple Pay, and Google Pay.
The site says returns are accepted within 14 days of purchase, and items must be unused, in the same condition received, and in the original packaging.
The current FAQ says cancellations on custom builds or out-of-stock item orders may carry a 20% to 40% restocking fee depending on timing, manufacturing progress, and whether custom or rush production has started. It also defines custom builds to include valving changes, custom shock length, custom springs, extreme low versions, and custom colors.
The site says you can track by carrier tracking number from the shipment confirmation email, and also through the Shop App or by logging into your account.
Products
The current product FAQs cover warranty, build times, and the difference between Alpine and Innovative Series.
Scale states a 2-year limited warranty to the original purchaser for defects in workmanship and material when properly used for the intended application and maintained as suggested. The FAQ also says proof of failure may be required through photos, videos, a workshop report, or return inspection, and that replacement parts and rebuild labor may be covered while shipping and on-car labor are generally the customer’s responsibility unless otherwise approved by Scale.
The site says coilovers are built to better match the vehicle application, and lists the standard build time as 2–4 weeks, with some orders taking slightly less or more time depending on demand and parts availability.
The current FAQ points customers to the dedicated Alpine Series and Innovative Series pages for the full breakdown.
Shipping
The current shipping FAQs cover international shipping, duties, tracking, and PO box restrictions.
The site says Scale ships worldwide. It also says duties are not charged by Scale for USA and Canada, while orders outside USA and Canada may have duties due upon arrival, and orders outside USA and Canada cannot be returned.
The current FAQ says you can track through the Shop App, by logging into your account, or by using the shipping email once the order has shipped.
No. The current FAQ says Scale cannot deliver to post office boxes or APOs.
Still have questions?
Contact Support
Use the contact page for fitment help, warranty questions, existing orders, or replacement parts support.
Support Hours
Monday through Friday, 9:00am to 5:00pm EST, with Saturday and Sunday closed.