Vance & Hines Customer Service — Practical, Expert Guide

Overview of Vance & Hines customer service

Vance & Hines is a global aftermarket motorcycle performance company known for exhaust systems, intake and fuel management products, and race support. Customer service covers three primary audiences: retail owners (end users), independent installers and performance shops, and authorized dealers/distributors. Each audience has different needs — end users need warranty, returns and basic fitment help; installers need torque specs, mapping files, and installation diagrams; dealers need warranty adjudication, parts cross-references and RMA authorizations.

Because Vance & Hines products interact with vehicle emissions rules and engine control systems, their support workflow is more technical than commodity retail. Expect the customer-service process to include verification of model fitment, proof of purchase, photographs of the product and installation, serial or SKU checks, and review against published warranty terms. The manufacturer also publishes fitment tables, tech notes and tuners on its website to reduce repetitive requests.

Contact channels and what to prepare

Primary contact channels for Vance & Hines support typically include: website support forms, email ticketing for technical issues, a customer-service phone line for order and return inquiries, and an authorized-dealer support line for warranty adjudication. Social channels (Facebook, Instagram) and the dealer locator on the corporate site are useful for finding local authorized service centers. Always verify current phone numbers and hours on the official site at https://www.vanceandhines.com before calling.

Before contacting support, collect the key facts: order number or dealer invoice, product SKU or serial number (if present), bike year/model/engine displacement, date of purchase, pictures of the installed product and any damage, and the shop or installer invoice if installation occurred outside your home garage. Having this data up front reduces back-and-forth and speeds adjudication.

• Essentials to have ready: order/invoice number, SKU or part number, bike VIN or model/year, clear photos (product, tag, installed orientation), exact description of the symptom and the date of first use.
• Optional but helpful: install torque readings, dyno or power numbers, ECU tune version, and the name/contact of the installing technician or dealer.

Warranty policies, returns and RMA process

Vance & Hines issues product warranties that vary by item type (exhaust systems, mufflers, slip-ons, coatings and electronics). Typical manufacturer limited warranties in the aftermarket industry range from 12 to 24 months on workmanship and defects, with shorter warranty periods for cosmetic finishes. Important exclusions commonly include damage from improper installation, crashes, modification, or racing use if the product is sold as non-race legal. Always review the specific warranty statement that shipped with your product or is posted on the product page.

For returns and warranty claims, the universal first step is to contact the seller where you purchased (retailer or dealer) to obtain an RMA (return merchandise authorization). If the purchase was direct from Vance & Hines, use their web support form or ticketing system to open a claim. Expect an initial acknowledgement within 24–72 business hours and a request for photos, proof of purchase, and a description of the issue. For returns not related to defects (e.g., buyer’s remorse), restocking fees and shipping charges commonly apply; for warranty replacements, the claimant is usually required to return the defective item for inspection before a replacement ships.

Technical support and troubleshooting workflow

Technical support is structured: first confirm fitment, then look for installation errors, then evaluate product condition relative to intended use. For exhaust fitment issues, technicians will request pictures of mount points, hanger alignment, and clearance to frame or bodywork. For electronic products and fuel-management devices, support will ask for ECU map versions, connection screenshots, and step-by-step reproduction of the fault (error codes, conditions under which it occurs).

A practical troubleshooting sequence to follow before calling support: (1) verify part number and fitment against your bike’s model/year; (2) inspect mounts, gaskets and hardware for correct torque and orientation; (3) document the exact symptom (noise, leak, fit interference, check-engine light); (4) replicate the condition and capture video or photos; (5) if applicable, revert to stock tune to confirm whether the aftermarket part or the tune is causal. Providing these diagnostics up front shortens technical review times substantially.

Dealer & distributor support and escalation

Dealers and distributors interact with Vance & Hines differently than retail customers; they require access to wholesale pricing, warranty adjudication portals, and expedited RMA channels. Authorized dealers typically get priority handling for warranty claims and can request advance replacement stock in urgent situations (race teams, event support). If you are a dealer, register for the trade portal and keep purchase invoices organized to support faster claim approval.

If your issue is not resolved by initial support, escalate using documented timelines: ask for a case number, the name of the technician handling your claim, and an expected resolution date. If a replacement or repair is approved, request tracking and an estimated time-in-transit. For international customers, be aware of customs clearance delays and potential import taxes — these are generally outside manufacturer control and can add 1–4 weeks to overall resolution time depending on destination.

Realistic timelines, costs and expectations

Typical response and resolution timelines in this sector are: initial acknowledgement 1–3 business days; technical review 3–10 business days; RMA inspection and decision 7–21 days; shipment of replacement 3–14 days depending on stock and location. Altogether, expect 2–6 weeks from opening a claim to receiving a replacement in many cases. Urgent race-support requests can be expedited, but will usually be subject to availability and logistic constraints.

Out-of-pocket costs can include shipping to the RMA center, restocking fees for non-defect returns (commonly 10–25%), and potential labor charges if an independent shop performs diagnosis. For warranty-approved replacements, manufacturers typically cover the replacement part, but not necessarily installation labor unless explicitly stated. Verify coverage details on the warranty document and confirm whether advance replacement units are available under your claim.

Practical tips to speed resolution

Be precise and organized: use a single thread of communication (one email chain or support ticket) and attach all evidence in the initial message. Use clear file names (e.g., “Invoice_12345.pdf”, “Photo_left_hanger.jpg”) and time-stamped videos when reproducing transient faults. When you call, reference the ticket number and the technician’s name to keep the case moving.

• Escalation checklist: ticket number, purchase invoice, detailed symptom timeline, photos/videos, part SKU, bike VIN/model/year, installer name and contact, preferred resolution (refund, replacement, repair), and availability windows for returns or inspections.