FAQ

Dusterhoff Racing is a late-model performance company, based out of North Georgia. We specialize in Gen 3 Hemi Performance. We provide parts, tuning, build advice, power packages, and installation services. 

To get the remote tuning process started, we need a Pre Tuning Form filled out. This form describes all the vehicle’s modifications in detail and we use this information to work up the tuning invoice and build a base file. Please make sure to fill the form out as completely as possible. If we don’t have good information here we can’t properly create the tune file for your vehicle. Once the invoice is paid, we can then schedule a tuning appointment on the tuning calendar or send the tune to the tuning department for them to get started. If the tuning invoice is not paid, you do not get a tuning appointment. All tuning must be prepaid. Until your appointment is confirmed, you do not have an appointment.  Appointments are confirmed via Google Calendar invite that is sent to you that you must ‘accept’ to hold your time. Tuning is performed remotely via email and timely responses are needed to ensure your vehicle is done on time. 

Once the tuning department receives your tuning request, they will email you with a start file and request for a log. Tuning will be completed via email back and forth until the vehicle is done. You will need to perform logs of your car in multiple scenarios including wot log.

Tuning appointments are offered at specific times or we can work your tune a little at a time in the order received over the course of a few days to a week. We have tuning appointments at 9AM and 1PM EST Tuesdays through Thursdays, and 9AM EST on Fridays only. If you choose not to do an appointment, and instead do a little bit at a time, please keep in mind that our typical email reply time is 1-2 business days. 

If you need to reschedule your tuning appointment, please reach out to us with at least 48 hours notice via email or phone call. If you reach out to us inside of the 48 hour window, there will be a $75 surcharge added to your invoice that will need to get paid in order to get back on the tuning calendar. Our tuning calendar is full, and when you no show for an appointment it costs us money and hurts our other customer who have been waiting to get their vehicle tuned. If you are more than an hour late to your appointment, you lose your appointment slot, will be charged a $75 surcharge that needs to be paid prior to scheduling another appointment, and get added back to the tuning calendar. 

Since we did not install the parts on your vehicle, we cannot assist you in diagnosing your mechanical issues at no charge. The service that you have paid us for is calibrating (tuning) your vehicle, not diagnosing and fixing mechanical problems. If we get into tuning your vehicle and there is a mechanical issue, we can assist in diagnosing it but charge a fee of $75/hr for said service. Since many times we run into situations where we believe the vehicle has a mechanical issue but the customer believes it is calibration-related, we will refund any diagnostic fees if we find the issue to be a calibration-related problem. If you purchased your parts through us, we will assist as much as possible in diagnosing any mechanical issue with the parts. As much as we wish we could help fix every issue on every vehicle, it is often inefficient for us to do so remotely not to mention it is outside of the scope of work we were originally paid to do.

YES. We lock our tune files. We have thousands of hours of R&D to develop the intricate understanding of the platform that we have today. You will not be able to edit the tune files that we send you. This is nothing personal, we simply are protecting our company, business, and information.  Unfortunately, theft of information is rampant in the performance tuning market and we are doing our best to protect the information we have worked hard to gain. We also ask that you please not share our information with others.

Yes, please reach out to us and we can get you a revised file after your invoice is paid. You will need to fill out an additional tuning form for the new modifications to the car. Please fill out this form to the best of your ability. Revisions vary in price depending on how much tuning work is involved, i.e. adding longtube headers will not cost as much as new cam or fuel system. 

REMOTE TUNING CANCELLATIONS, MISSED APPOINTMENTS, AND REFUNDS

Remote tuning can be refunded up until a base file has been provided. Refunds will be made for purchase amount, less any merchant transaction fees.  If a start up/base tune was provided, there are no refunds on tuning. 

We have tuning appointments at 9AM and 1PM EST Tuesdays through Thursdays, and 9AM EST on Fridays only. If you choose not to do an appointment, and instead do a little bit at a time, please keep in mind that our typical email reply time is 1-2 business days. 

If you need to reschedule your tuning appointment, please reach out to us with at least 48 hours notice via email or phone call. If you reach out to us inside of the 48 hour window, there will be a $75 surcharge added to your invoice that will need to get paid in order to get back on the tuning calendar. If you are more than an hour late to your appointment, you lose your appointment slot, will be charged a $75 surcharge that needs to be paid prior to scheduling another appointment, and get added back to the tuning calendar. 

After Hours Support Policy

All after hours support requests are to be directed to [email protected]. Please include your name, reason for request, and best number to reach you at

Once an email is received and someone is available to assist, we will send an invoice to be paid for two (2) hours of support. Once paid, we’ll reach out either via phone or email to assist. After Hours support is $175/hr, with a two hour minimum.  All time that exceeds the initial two hours will be billed at the $175/hr rounded to the nearest half hour.

Terms of Service and Support 

Our normal business hours are Mon-Fri 9 AM to 5 PM EST. We do not work weekends or evenings.  Our typical response time if you do not have an appointment is 1-3 business days. If you email Friday afternoon it may be Tuesday or Wednesday before you receive a response depending on work load.  We strive to have as fast of response times as possible but at this time we can not guarantee responses any quicker than this, especially during our busy season.

We lock our tune files. We have thousands of hours of R&D to develop the intricate understanding of the platform that we have today. You will not be able to edit the tune files that we send you. We also consider all information contained in our tune files to be proprietary and confidential. Do not share any information contained within a tune file with anyone.

If you have a mechanical issue in tuning it is your responsibility to diagnose and fix said issue. At times we may offer complimentary diag support when a customer has bought both parts and tuning from us but that is at our discretion. If you need additional diagnosis support, we can assist remotely for $75 an hour.

All tuning customers will receive support for their tune for 120 day from the delivery of the start up/base tune.  It is important that our customers are all receiving the same standard of support.  This modification allows us to ensure that everyone is being supported in a meaningful way and has the time to load, test and confirm that their tune is dialed in to their liking.  All tunes that remain “open” will be considered complete and delivered at 121 days regardless of expressed customer sign off.  We reserve the right to extend this policy on a case by case basis but in general, 120 days from sending of the base file is our support timeline.

RETURN AND REFUND POLICY

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

All refunds are subject to a 15% restocking fee. We do not refund shipping costs. 

All orders are subject to a 10% cancellation fee to cover the costs of processing including credit card fees.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

We do not offer refunds on electronic items or custom/specialty orders.

Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items (if applicable)

Sale items will be refunded at the reduced sale cost.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Dusterhoff Tuning LLC, 11926 Big Canoe, Big Canoe GA 30143, United States.

Shipping

To return your product, you should mail your product to: Dusterhoff Tuning LLC, 11926 Big Canoe, Big Canoe GA 30143, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you place an order to be delivered overseas, all shipping costs are non-refundable. If your customs sends the package back this is outside of our control and we can not refund the cost of shipping.

YES we can but we only take in very select builds. We only install our packages on an otherwise stock vehicle. We do not install customer-supplied parts or work on previously modified vehicles nor do we provide diagnostic or custom-build services. We also only provide in-house tuning on our in-house builds, all other tuning is provided remotely. We apologize for any inconvenience this might cause but at this time we do not have the space or resources to take in builds that do not meet this criteria.

Please refer to the terms of service for our tuning refund policy.

Returns
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].

Sale items (if applicable)
Sale items will be refunded at the reduced sale cost.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Dusterhoff Tuning LLC, 11926 Big Canoe, Big Canoe GA 30143, United States.

Shipping
To return your product, you should mail your product to: Dusterhoff Tuning LLC, 11926 Big Canoe, Big Canoe GA 30143, United States

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

All refunds are subject to a 15% restocking fee. We do not refund shipping costs. 

All orders are subject to a 10% cancellation fee to cover the costs of processing including credit card fees.

If you place an order to be delivered overseas, all shipping costs are non-refundable. If your customs sends the package back this is outside of our control and we can not refund the cost of shipping.

All electronics are non-refundable.