FAQ

AnswerGo to the Login Page. Click on the "I Forgot My Password" link under the password field. When the box pops up, enter the email address that you used to create the account and click "Send Email". We will email you a link to a web page where you can create a new password.

Accepted Payment Methods For Online and over the phone We will accept the following credit and debit cards: Visa Mastercard Discover American Express Gift Cards PayPal For Online Orders Only Shopify Payments PayPal PayPal Credit

In most cases, you can make your return online even if you checked out as a guest or over the phone. If you're having trouble with the online return process, please Contact Us. We are no longer accepting returns without either completing the online process or contacting us first. New items can be returned for 30 days. Most cores can be returned for up to 1 months. Defective items covered by a manufacturer's warranty needs to be returned to the manufacturer. Please follow these steps to complete your online return: go to your orders page. If you’re not logged in, you will be prompted to do so. If you checked out as a guest or some other way, contact us. Click on “Return or Exchange Items” next to the order that contains the item(s) you want to return. Answer the questions and follow the instructions. This will give us all the information we need. It will also generate a UPS return shipping label. Then, just drop the package off at the local UPS store. Exceptions Some items can’t be returned through our online process. This includes: Items excluded by Our Return Policy Hazardous Materials Oversize items Items shipped via Truck Freight Cores with Special Return Instructions Items from outside the United States Follow this link for Return Instructions from Canada Scratch & Dent or Outlet Center merchandise

We back up every sale with our Handshake Guarantee: If you're not satisfied with our products or our service, we'll refund your money. Just return any new, unused part within 30 days and we'll refund the purchase price. Restrictions The following items cannot be returned, unless there is a Valid Warranty Issue: Any part that shows evidence of being used, installed, handled, packaged, or shipped improperly Custom-ordered or personalized products Hazardous materials (i.e. batteries, paint, etc.) Videos, software, or other copyrighted material, after they have been opened Wheels and/or tires, after they have been mounted Notes When returning an item, please over-box with the original packaging which was used to ship to you. Doing so will help to prevent damage to the manufacturer’s packaging which would then make the item non-resalable and therefore non-returnable. If you have discarded the over-boxing materials, the UPS or FedEx store can help to ensure that your return arrives in resalable condition. All returns are subject to inspection. Items that exceed the time limit or show evidence of use will be charged a Restocking Fee. Shipping and handling fees are non-refundable. If your order included any "special offer" or "free parts", they must also be returned or the value may be deducted from your refund. Please also see our Liability Statement. Scratch and Dent or Outlet Center merchandise cannot be returned

AnswerDomestic Orders with Backordered Items Our Shipping & Payment Policy for All 50 States and U.S. Territories If you order something with a future estimated ship date, this means the item is currently not in stock. These items are considered "backordered." Paid with Credit/Debit Card In-Stock Items: Any items in stock will be paid for at the time of purchase. They will ship immediately. Backordered Items: Any backordered items will be paid for when ordered and they will ship once available. International orders are handled differently.

Our Sales Tax Policy We collect and remit sales tax based on your state and/or local requirements. I wasn't charged tax before. Why now? Tax laws for online sales are changing due to a 2018 Supreme Court Decision. We are making every reasonable effort to comply with the law, whenever it applies. If your order is shipped to (or picked up in) one of the following areas, it is subject to sales tax. Alabama* Alaska* Arizona Arkansas California Colorado Connecticut Florida Georgia Hawaii Idaho Illinois Indiana Iowa Kansas Kentucky Louisiana Maine Maryland Massachusetts Michigan Minnesota Mississippi Missouri Nebraska Nevada New Jersey New Mexico New York North Carolina North Dakota Ohio Oklahoma Pennsylvania South Carolina South Dakota Tennessee Rhode Island Utah Vermont Virginia Texas Washington Washington DC West Virginia Wisconsin Wyoming Notes If you are tax-exempt, follow this link to Apply Your Tax Exempt Status. On the "Cart" page, the tax amount is estimated. The actual amount will be shown during "Checkout". Even if your purchase is not subject to sales tax, you may be required to pay Use Tax. *Alabama Residents We collect the Simplified Seller's Use Tax (SSUT) on orders shipped to Alabama. This means the tax rate we collect may differ from your local rate. The tax will be remitted on your behalf to the Alabama Department of Revenue. Our program account number is SSU-R010116587. *Alaska Residents While Alaska does not have a state-wide sales tax, local municipalities have the authority to enforce their own collection requirements. We will collect and remit sales tax in these jurisdictions as required.

PayPal and PayPal Credit are valid payment methods for MOST orders. Restrictions PayPal is NOT accepted for orders that contain gift cards. PayPal is ONLY accepted online. At this time, we cannot accept PayPal or PayPal Credit over the phone. PayPal is NOT accepted when certain shipping information is unknown at the time of the order. For example, Box dimensions, Package weight, Etc. Notes When placing an order, make sure your address and phone number on your PayPal account match the billing information you entered on our site. Conflicting information will cause the payment to decline.

Get Your Own Shipping Quote on Our Website Shipping rates are determined by the package size, weight, and destination. The best way to get an estimate or actual shipping costs is on our website. Follow the instructions below to see a list of available carrier options and the estimated cost. How to get a quick shipping estimate: Select the parts you want and add them to your "cart". Enter your Country and Zip/Postal Code in the "Estimate Delivery Handling" box. Click the "Estimate" button. Sometimes shipping costs, delivery times, or availability will vary after we verify your complete shipping address. How to get an actual shipping quote: From the cart page, click the “Checkout” button. Click the “CHECKOUT” button again in the “Checkout Options” box. Verify the shipping address by signing into your account, creating a new account if you don’t have one already, or check out as a guest. Notes Adding parts to your cart or going to the checkout page is NOT a commitment to buy. You can add and remove items in your cart or enter and leave the Checkout page as many times as you like. You have to enter payment information and click the “Complete Checkout” button before the sale is completed.

After your order is processed by our warehouse, you will receive an email with tracking information. You can track your package using the links in the email. You can also find the tracking information on our website even if you checked out as a guest, or over the phone. Procedure Log into your account. If you are not logged in, you will be prompted to do so. If you don't have an account, you can still use Order Status Lookup to find your tracking info. Click on the order that you want to track. Click the tracking number to access the tracking information. Notes We will send all information to the email address you have on file with us. Make sure your contact information is up to date. Add our email addresses to your "Safe Senders" list or "Address Book" to make sure our emails don't go to your "Junk" folder.

If you checked your order status online and are confused, the following information may help. **Awaiting Pickup Your order is ready to be picked up at the retail location you selected. Follow this link to learn more about Retail Pickup.** **Canceled Your order has been canceled successfully. If your order was canceled in error, please Contact Us for assistance.** **In Process Your order has been received and verified. Parts are currently being located and packed for shipping (if applicable).** **Open Backorder (Domestic Orders) Your order contains out-of-stock item(s). Follow this link for Backorder Payment and Shipping Information.** **Open Backorder (Foreign Orders) Your order contains out-of-stock item(s). Follow this link for Backorder Payment and Shipping Information.** **Pending Cancel The request to cancel your order has been received. The order is in the process of being canceled.** **Shipped From Manufacturer Your order has shipped! You should receive a shipping confirmation email. If no tracking information is provided, check your online account or Contact Us for details.** **Shipped Your order has shipped! You should receive a shipping confirmation email with tracking information. You can track your order through the email or online. Shipping From Manufacturer Your order will ship soon from the manufacturer. You will receive a shipping confirmation email when the order ships.** **Verifying Your order has been received. Address and payment information are being verified.**

We will ship in-stock parts the same day you place your order, based on the schedule below: Shipping Method Cut-Off Time Standard Ground 10:00 pm EST 2-Day Air 10:00 pm EST Next Day Air 3:00 pm EST Saturday Delivery Options Notes Cut-off time is subject to carrier availability. Delivery estimates will be provided during the checkout process, before we ask for any payment details. “In-stock” means the parts must be located in one of our facilities. These cut-off times only apply to orders shipping to the 50 United States and Puerto Rico. International orders and other special shipments are not guaranteed for same-day shipping. Our warehouses ship orders Monday – Friday. We do not ship on weekends or the following national holidays: New Year’s Day Memorial Day 4th of July Labor Day Thanksgiving Day Christmas Day Please plan ahead when ordering for holidays or special events.

Truck freight shipping applies to items that are too big and/or heavy for the parcel carriers (i.e. UPS, FedEx). It is also sometimes called "LTL" or "Less than Truckload" freight. Truck freight shipments can be picked up at a freight terminal or delivered to your address. Additional fees may be charged by the freight company if you have limited access or need inside delivery. Any item that requires truck freight shipping will be noted online and in our catalogs. How much does it cost? The truck freight shipping fees are based on the weight of the item and where it will be delivered. Why is it so expensive? Truck freight shipping is complicated. It requires dozens of shipments to be consolidated onto one truck. They come from different sources and are headed to different destinations. The shipments are often unloaded and reloaded several times at a shipping terminal. This means it usually takes longer and costs more than parcel shipping. Notes Transit times vary for truck freight shipments due to dispatching and scheduling. You will receive tracking information via email once the order is shipped. The carrier will contact you to schedule a delivery time. If you have specific delivery needs, please let the carrier know. If your order contains more than one truck freight item, the items may be shipped from different sites, resulting in separate shipping charges.

What does "backorder" mean? If you order something with a future estimated ship date, this means the item is currently not in stock. These items are considered "backordered." What does the estimated ship date mean? The estimated ship dates listed for backordered parts are provided to us by the manufacturer. The date you see is the date we expect to receive the part at our facility. Once received, we will ship it to you. Note: Once an order is placed, the "Estimated Ship Date" is referred to as "Expected Arrival Date." Why would the expected arrival date change? Sometimes the manufacturer changes the expected arrival date. This can be due to things like extended holidays, unexpected delays in production, or severe weather. What do I need to do? If the expected arrival date changes, we will notify you by email, using the email address on file. We may also reach out to confirm you still want the backordered item(s). Make sure your contact information is up-to-date on our website. Add our email address to your "Safe Senders" list or "Address Book" to make sure our emails don't go to your "Junk" folder.

If your order status says "shipped" but the tracking information doesn't show movement, don't panic. For Most Orders Please allow 24 hours for your tracking information to show movement. This gives the package time to travel from our warehouse to the shipping facility. Movement information is captured when the package is scanned at transfer points. If your package is traveling cross-country, it may not show any movement for several days. If your package is delayed, it will be noted in the carrier's tracking information. Unless noted, we expect your package to be delivered within the estimated time frame. FedEx Ground Shipping to Canada Orders shipping to Canada via FedEx Ground go through a special process that will affect the tracking information. How It Works Packages to Canada are grouped together. A single, large shipment is sent to the FedEx facility in Mississauga, Ontario. The large shipment is processed through Customs. The shipment is then split up and the packages are sent to each customer. Benefits Faster processing through Customs Quicker delivery Lower costs What it Means to You Tracking for your order will not show movement for the first few days, while the packages are grouped together. We appreciate your patience and you should expect your package to arrive within the quoted delivery time.

Some bulky items have additional shipping fees. These fees are determined by our shipping carriers. How much does it cost? Oversize fees can range from $6.00 to $99.00, depending on the size and weight of the item you order. All applicable fees will be noted on the part detail page, the shopping cart page, and the checkout page. Notes Bigger, heavier items will have a higher fee. Some large, heavy items will be shipped via Truck Freight.

The price you pay is determined by the weight and destination. However, carriers often use “dimensional weight” instead of the actual weight. Dimensional weight is also called “volumetric weight,” “DIM weight,” or “cubed weight.” It is an estimate of the package weight based on its dimensions and a minimum density. (That means the carrier has set a predetermined weight per cubic foot, regardless of the actual package weight.) Carriers will charge their rate based on the larger of the two weights, dimensional or actual. How is it calculated? To determine actual weight, use a scale. Always round up (if necessary.) To determine dimensional weight, use the following formula: DIM Weight = (Length x Width x Height) ÷ Shipping Factor Different carriers use different factors. The factor reflects the carrier’s minimum package density. The table below lists some common shipping factors. *This table is only an example. The shipping factor may vary, depending on the carrier and the destination.* Carrier Minimum Density Shipping Factor DHL 12 lbs./ft.³ 138 FedEx 12 lbs./ft.³ 139 UPS 12 lbs./ft.³ 139 USPS 10 lbs./ft.³ 166 Example Below is an example of a part that may seem like it was overcharged for shipping: Part Actual Weight Length Width Height Part X 5.5 lbs. 74 in. 11 in. 7 in. DIM Weight = (74 x 11 x 7) ÷ 139 = 41 lbs. In this example, UPS and FedEx will charge as if the package weighs 41 lbs. DHL would charge as if the package weighed 42 lbs. USPS would charge as if the package weighed 35 lbs.

For most returns, the shipping charges will be deducted from your refund. However, if we were at fault in some way and caused the return, please Contact Us and we will waive the return shipping fee. When applicable, return shipping will be charged according to the information below: Online Returns The online return uses UPS as the carrier. This method will usually get the package back to us in 3-4 business days The Invoice Return Label The return shipping label included on your invoice uses the Post Office (USPS) as the carrier. This method will usually get the package back to us in 5-7 business days. Returns From Canada When Returning a Part from Canada , you are responsible for the cost to ship the package and any other fees. All Other Returns Due to the complex nature of most international returns, arrangements must be made prior to the return. We are not responsible for any shipping charges, incurred by you, without our knowledge..

Products that are more than 30 days old -OR- show evidence of wear or use, are subject to a restocking fee. In most cases, the restocking fee will be charged according to the table below. Time Since Purchase Fee Amount 0-30 days 13% of the purchase price 31 -60 days 32% of the purchase price over 60 days No returns accepted Notes No returns will be accepted past 6 months, unless there is a Valid Warranty Issue All applicable fees will be deducted from your refund. We reserve the right to adjust the fee amount based on the condition of the product and its packaging. All returned products are inspected. Products that show signs of excessive age, abuse, or improper handling may be rejected. These exceptions will be returned to sender or disposed of, based on the customer's preference.

Most refunds will be issued back to the original payment method. However, some refunds will be paid by check. It depends on how you paid for your order and how long it has been. Refunds will be issued based on the bank you use for the purchase. Notes If required, Return Shipping Costs and Restocking Fees may be deducted from the amount of your refund. We DO NOT issue refunds by wire transfer. If you are due a refund, we will contact you to coordinate an alternative method. In accordance with state and local laws, sales tax charged on core value may be non-refundable.

Your Account Profile page puts you in control of your catalog, email, and text preferences! If you don't have an account, please Contact Us to be removed from our mailing list. How do I change my preferences online? Go to Your Account Profile. If you are not logged in, you will be prompted to do so. Follow this link to learn How to Reset Your Password. Click on the box for the type of communication you do (or don't) want to receive. After you make changes, be sure to click "Update Preferences" near the bottom of the screen. Catalog preference changes are automatically saved when you click "Subscribe To Mailing List" or "Unsubscribe From Mailing List". Notes You can change your preferences or unsubscribe at any time. It may take 2-3 days for your changes to take effect. In the meantime, you may still receive emails or texts from us. When you place an order, you will still receive transactional emails (order confirmation, shipping updates, etc.) regardless of your preference settings.

Please follow the steps below to change your billing address and/or phone number. Log in to see Your Profile. If you are not logged in, you will be prompted to do so. Follow this link to learn How To Reset Your Password. Click the "Edit My Info" button below your profile information. Change the required fields to the most current information. Click the "Update My Account" button at the bottom of the page. Notes For security purposes, the following information cannot be changed online: International addresses. Information associated with an open order. First and last name. Information associated with an eBay or PayPal order. If you need help changing any of your billing information, please Contact Us.