volvotechinfo.com : Support : FAQ
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Order Confirmation Policyback to top
Q. What is an Order Confirmation?
A. An order confirmation will be sent to the customer by e-mail. The customer will also be sent e-mail confirmation for a successful or unsuccessful credit card transaction. Volvo assumes no responsibility for network or customer computer problems that may cause an order or credit card confirmation e-mail to not reach the customer. If we receive any indication that e-mail notification was unsuccessful, we will attempt to contact the customer at the telephone number they provide.
Q. Is there a number I can call to talk to someone?
A. A concerned customer should feel welcome to call 1-800-258-6586 (1-800-25VOLVO) to speak with a customer service representative. You can also email us at vtihelp@volvotechinfo.com. Note: This does not include questions relating to VIDA. All VIDA questions require submission through the Help Request system.
Cancellation Policyback to top
Q. Can I cancel my order?
A. Any order may be cancelled before it is shipped. Cancellation instructions will be provided as part of the e-mail order confirmation. In case of customer doubt, please call 1-800-258-6586 (1-800-25VOLVO) to speak with a customer service representative. You can also email us at vtihelp@volvotechinfo.com. Note: This does not include questions relating to VIDA. Please use the Help system to address these concerns.
Return Policyback to top
Q. Can I return my product?
A. Physically shipped products (not electronic products) may be returned within 30 days from date of shipment, for refund of purchase price. A restocking fee of $10.00 or 15% of the purchase price, whichever is greater, may be applied to your original order. We DO NOT accept used materials.

No returns on electronic products (downloaded documents, DVD products, and video products).
Defective electronic products may be returned for replacement. Requests for substitution cannot be honored.


Note: Before you return any material you must call for a Return Authorization Number (RAN).

1. Call 1-800-258-6586 (1-800-25VOLVO).
2. Write the RAN on the OUTSIDE of the package.

Questions about our return policy may be directed to vtihelp@volvotechinfo.com, or call 1-800-258-6586 (1-800-25VOLVO) to speak with a customer service representative.
Note: This does not include questions relating to VIDA.
International Shipments Policyback to top
Q. What locations do you ship to?
A. Shipments will be made only to American and Canadian shipping addresses.
PDF Downloads Policyback to top
Q. What software do I need to view the PDF files?
A. Many service and parts-related bulletins are available for purchase as downloadable Adobe Acrobat (*.pdf) files. Downloaded documents can be viewed and printed using Adobe Acrobat Reader 4.0 or higher. Adobe® Systems, Inc. makes Acrobat Reader available as a free download from their web site. If you do not have Acrobat Reader 4.0 or higher, you can get it at www.adobe.com
Q. How can I order a PDF of a specific document? Does that entitle me to order other specific documents free of charge?
A. You can order a specific document from the "Service/Parts Literature" link. Additional PDF documents can be ordered but you will be charged for each one.
Payment Policyback to top
Q. What kind of payment options do you allow?
A. Payment must be made at the time of sale. The customer must provide valid American Express, MasterCard or Visa credit account information (Discover card is not accepted) or use the procedure detailed below. That information will be validated before an order is fulfilled. Volvo will attempt to notify a customer if their credit card transaction cannot be successfully validated, and the customer order will be cancelled. All payments in U.S. dollars only. Prices are subject to change without notice and without incurring obligation.
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Inventory Availability Policyback to top
Q. What happens if the items I selected are no longer available?
A. Orders are filled based on stock availability. Customers will be notified if a purchased item has become unavailable, and the purchase price will be refunded.
What We Don't Carry Policyback to top
Q. Are there any products that are not available in printed format?
A. Beginning in model year 1999, nearly all service manuals moved from paper format to VIDA. Click on the Subscriptions link to order VIDA material.

Paper parts catalogs have also been discontinued for newer models. While you will find current parts microfiche on the shelves of this bookstore, you will also find current parts information in VIDA.
Privacy Policyback to top
Q. Is your site secure? Is my information secure?
A. For your security, all information you provide for payment purposes will be automatically encrypted using SSL (secure socket layer) encryption with digital certificates issued by Verisign® before you send it to us. Information you provide will be used only to process and confirm your order. For more information on our security/privacy policy please Click Here.
Order Fulfillment Policyback to top
Q. When will my order be shipped?
A. Valid orders received before 3:00 p.m. Central Time, Monday through Friday (excluding holidays), will be shipped that day. Actual shipping time enroute will depend upon the shipping mode you select. For example:
• Next Day Air Shipping within the U.S., Alaska, and Hawaii: Shipping time is 1 to 2 business days depending on where you live.
• Expedited Delivery to Canada: Shipping time is 2 to 4 business days.
• Orders placed after 3:00 p.m. Central Time on Friday will not be available for packaging and shipping before the following Monday.
Order and Inventory Questions Policyback to top
Q. How can I find the status of my order?
A. Please feel free to contact us at any time to inquire about availability of bookstore items, or to find out the status of your order.

Send us your questions by e-mail to vtihelp@volvotechinfo.com. We will attempt to answer all e-mail questions within one working day. If you need a more immediate response, please call our customer order desk at 1-800-258-6586 (800-25VOLVO) Monday through Friday, 8:00 a.m. 4:30 p.m. Central Time.

Note: This does not include questions relating to VIDA. Click Here to access the Help System for these concerns.
VIDA Subscription Refund Policyback to top
Q. What is the VIDA Subscrption Refund Policy ?
A. It is Volvo's policy that VIDA subscriptions will not be refunded once they have been activated, regardless of duration, or circumstance. The VIDA subscription is to be used solely for internal purposes by the person(s) or company that has made the purchase. Under no circumstances may any subscriptions purchased from this site be used outside the boundaries of the United States and Canada, and its respective states and provinces. The access to VIDA is non-transferable and non-exclusive. Under no circumstances may subscription ownership be transferred or shared with another person or company. Any violation of the above will result in automatic termination of your VIDA license, and no refund will be provided.