Returns

New User Registration

  1. Go to customer.eliteextra.com, select (below and right of button) Enter your email address and password and select
  2. Type VIP Distributing in the “Enter Seller” field and click
  3. Enter your company name, address, seller account # (could be dealer code or BAC) and a recent invoice # - Click
  4. Click on your account information and you will be in your portal account!
  5. Bookmark customer.eliteextra.com to access the portal in the future.

Existing Portal User

  1. Log into your portal account via customer.eliteextra.com
  2. Click “Manage Account” icon in the top right corner
  3. Under “Connections” look for “Enter seller...” and follow steps from #2
Start a Return

Once logged in to the site you will be able to search by part # or invoice# to find the order that includes the item(s) you would like to return. Multiple items can be requested for return if necessary.

Once a return has been approved, you will be able to print a return slip that will include the Confirmation# for the return. Include this document with your part to be returned. ADI drivers will have a green ‘call tag’ to pick up returns that will match the paperwork provided by Elite. A green copy of the paperwork will be left with the dealership as proof of pick up.

When the part is received by the ADI, it will be evaluated for credit, and if approved, a credit note will be sent to the dealer. If the return is not approved, the dealer will receive an email outlining the reason for refusal.

The Returns Portal will be updated as the return request is processed through the different steps up to an approval or rejection.

Return Reasons / Eligibility

Below are the explanations of the return reasons provided by the ADI to help assist dealers choose the correct reason for return.

CORE
For transit core returns. See Transit Wheel Return page for further details.
DAMAGED
If the part is damaged upon delivery, dealers will have a 10 day window from invoice date to submit for return for automatic approval. If it is over 10 days old, it will be denied and will require approval by your TSM before it can be approved for return.
ECOMMERCE ORDER RETURN
If the part returned is an ecommerce order, please choose this option to ensure it is automatically approved for return.
INCORRECT PART DELIVERED
If the ADI pulls a part incorrectly on an order (ie. Dealer ordered PN 85783754 but the ADI pulled 85783764), please contact the ADI office as soon as possible so that we may credit and rebill for the correct part. If this option is chosen, it will be rejected and you will be prompted to contact the ADI office.
NEW RETURN / PART UNOPENED or NEW RETURN / PART OPENED
  • If the part was purchased within the last 90 days (from the invoice date) and is new and unopened, or not new and unopened, the system will automatically approve the item for return.
  • If the part is opened and was purchased less than 90 days ago, it will be automatically approved but will be subject to fees upon inspection.
  • If the part was purchased more than 90 days ago, it will automatically be denied and will require approval before returning to be evaluated for credit. Please contact your TSM for further assistance on getting approval.
WARRANTY
If the ‘warranty’ option is chosen as a return reason, it will be automatically denied and you will be directed to contact your TSM for further assistance. This may need to be a warranty claim with an IBP company or GM to get a replacement for the part to then be returned to the ADI for credit.

Return Requirements

Accessories are eligible for return within 90 days of the invoice date. All returns must be authorized prior to pick up. Return authorization sheet must accompany part being returned. Accessories must have been purchased from VIP ADI to be eligible to return to VIP ADI. Returns must be unopened, in original packaging with factory label, all hardware, information booklets, etc. included. VIP ADI is not responsible for returning items to the Dealer that have been returned to the ADI and are not in compliance with our return policy.


Return Exclusions

Promotional items purchased at a discount during a promotional period are not eligible for return without prior management approval. Non-stocked special-order Accessories may not be eligible to return. Accessories that have been installed, partially installed, or damaged during installation are non-returnable. Any item authorized for return, that arrives at the ADI damaged, installed, or otherwise not resalable, will not be eligible for refund. The return of any item not within the guidelines of this policy may be rejected or subject to restocking fees.

Once logged in to the site you will be able to search by part # or invoice# to find the order that includes the item(s) you would like to return. Multiple items can be requested for return if necessary.

For Transit Wheel Core returns, please visit the program page.