- Customer Service
- About my Order
- About my Account
- Cancellation Policy
- Payment and Billing
- Shipping and Delivery
- Returns, Cores, and Refunds
- International Orders
About my Order
How do I check the status of my order? What is an order number? How do I track my order using this number?
An order number is used to reference your order by our ordering system. After you place an order, you will be given a username and password, which you can use to check your purchase online using your order number. To track your order number, click on My Account and review your order details.
If you’ve lost your order number and want to retrieve it, please call us at 1-800-913-6119 or 1-801-214-2997 (then press 2) and provide us with your order date and the full name you used in the billing section (not ship to section) of the checkout page when you made your purchase.
Why can’t I find my order in My Account?
Orders that get registered in your account can only be placed online. If your order was placed over the phone, your order information was not registered under your account. In this case, to check on the status of your order, please call us at 1-800-913-6119 or 1-801-214-2997 (then press number 2) or email us at email@example.com and provide us with your order number or the full name you used in the billing section (not ship to section) of the checkout page when you made your purchase.
About my Account
I have a second vehicle, how do I add or change the vehicle registered in My Account?
Right now there can only be one vehicle per account. We will be adding a new feature for multiple accounts in the near future. For the time being, here are the steps to add one vehicle to the account.
Why can’t I log into my account? I forgot my username and/or password. How do I retrieve it?
Login user names and passwords are case-sensitive. Please make sure to login with the same combination of upper and lower case characters you used when registering. Passwords must be within 8 -32 characters in length.
In order to retrieve a lost username and/or password, please provide us with any information you have (i.e. order number, full name, etc.) which we can use to pull up your login details.
You can log on to our Live Chat and discuss your account with one of our representatives, or go to Your Account and click the Forgot Your Password link. Enter the email address you registered with, and your login details will be emailed to you.
Under what circumstances can I cancel my order?
Please refer to our Cancellation Policy for a detailed explanation of how to cancel your order.
What happens to my order invoice if the item purchased is not available?
At Auto Parts Warehouse, we go to great lengths to make sure that every product we offer on our site is in stock. However, in order to offer the widest selection of parts at times we utilize “drop ship” partners to augment our own inventory stocks. We run numerous data feeds and checks to ensure these parts are in stock, but from time to time the vendor simply does not have the part we thought they had. When this occurs, we often check with a number of other vendors to see if your part is in stock (which at times can delay the order.)
After we have exhausted all means possible in trying to locate the part you ordered, we will issue a refund and notify you via email. The refund process starts as soon as the problem is determined and will take 2-7 days for the amount to be credited back to your account.
Only orders that have not been confirmed for payment can be cancelled. Cancelling an order should be done before receipt of the Invoice-Payment voucher (sent via email). Any orders placed from Friday after 5PM EST-Monday 9AM EST cannot be cancelled.
Payment and Billing
What methods of payment do you accept?
The fastest methods to process your order include all major Credits Card: Visa, MasterCard, American Express and Discovery or through Paypal, Bill-Me-Later and Google Checkout.
Do you accept check, money order, or wire transfer as payment options?
Yes, Auto Parts Warehouse accepts check, money order, and wire transfer (or electronic debit) as payment options. Although using these methods of payment can delay the processing of your order.
How do I use Paypal, Google Checkout, and Bill Me Later?
On the E-Checkout Page, you will see the buttons or checkboxes for PayPal, Google Checkout and Bill Me Later. Click on or check one of them, and you will be prompted to sign into your account. If you don’t have an existing account for any of these payment processors, you will have to register with these services before completing the checkout process.
I tried checking out with Bill Me Later but my credit request was denied. Why? What are the pre-approval requirements?
If your credit request is denied, it is possible that the purchase you are trying to make is greater than your current available credit. If the purchase is within your credit limit, there may be a problem with your credit record. Please refer to Bill Me Later credit section for more information, or check out Bill Me Later’s Account Agreement and website.
During the checkout process, I noticed "phone number" was a required field. Why do you need my phone number?
We collect your phone number as well as other contact details so we can inform you if there is a problem with your account or purchase. We may also contact you in case we need to verify or clarify information you provided us.
Auto Parts Warehouse may engage with other companies for certain transactions, but we will not share your contact details or other personally identifiable information unless necessary and with your permission.
Why are you charging me tax on my order? I live in Virginia, Kansas or Tennessee and Auto Parts Warehouse is based in California. Why are you charging me local sales tax on an out-of-state order?
If an online retailer has a physical presence in a particular state, such as business offices or a distribution warehouse, it must collect sales tax from customers in that state. If a business does not have a physical presence in a state, it is not required to collect sales tax for sales from customers in that state. Because Auto Parts Warehouse has facilities located in Virginia, California, Kansas, and Tennessee, all purchases made from those states will be charged their respective sales taxes. Purchases from all other states will not be subject to sales tax. However, consumers who live in a state that collects sales tax are technically required to pay the tax to the state even when an Internet retailer doesn't collect it. When consumers are required to pay tax directly to the state, it is referred to as "use" tax rather than sales tax.
Why do I need to send over a copy of my billing statement, valid id and a photocopy of the credit card used?
We need to verify the billing address and Credit Card owner for orders that have a delivery address that is different from its billing. This is required for large orders or any International Credit Cards not using our freight forwarding partner Bongo International.
Shipping and Delivery
Why do body parts take 10-14 business days to ship while others can be expedited?
Some couriers like FedEx and UPS don’t ship big and bulky items Overnight or Two-Day. And if they ship them by Ground, the price is too high and we don’t want to charge our customers with over-priced shipping. That is why our company made an arrangement with AGS who charges a very reasonable price for shipping. Since we use AGS, the part can only be shipped by Ground and usually takes 10 – 14 Business Days for delivery.
There are also rare instances when one of our distribution partners may utilize other carriers.
What are my shipping options?
AutoPartsWarehouse.com uses designated carriers and customers are not able to change that carrier. However, customers can expedite their shipping for select products. Please refer to the part detail to see if expedited shipping is available.
Business days do not include Saturday, Sunday, or National holidays. For bulk parts it can take 10 to 14 business days.
For parts that can be shipped Overnight, All orders must be received before 1:00 PM Eastern Time (10:00 AM Pacific Time) Monday through Friday in order to be delivered to you on the next business day.
For 2-Day Air Delivery, upon completion of the order, granting it made the cut-off, it will get to you on the second business day.
Overnight and two-day shipping methods are not available for performance part orders.
If I choose Overnight delivery, will my package arrive the next day?
If you choose Overnight delivery, the arrival time of your package depends on the airfreight carrier. The airfreight carrier may extend its delivery time by a day for residential deliveries. We are not liable in such cases, and airfreight charges will not be refunded. Also, there are no overnight or two-day deliveries on Saturdays, Sundays, or Holidays.
If you place your order for Overnight or Two-Day delivery on a weekend or a holiday, be aware that the shipping cycle for these orders starts on the next available business day. All orders must be received before 1:00 PM Eastern Time (10:00 AM Pacific Time) Monday through Friday. Overnight and Two-Day shipping methods are not available for performance part orders.
Why don’t you ship for free to Alaska and Hawaii regardless of my total order cost?
Free shipping does not apply to Alaska and Hawaii due to their locations which are separate from the contiguous United States.
For more information on our shipping policies, please visit http://www.autopartswarehouse.com/policy.html#shipping
Do you ship outside the United States? Do you ship to US Territories, APO/FPO, P.O. boxes, etc…?
We ship to other areas outside the continental United States such as Alaska and Hawaii. However, shipping charges apply, and delivery time will take longer. We do not ship directly to Puerto Rico and to APOs, FPOs, and P.O. Boxes.
For shipping to Guam and other international destinations, you can use freight forward services such as Bongo International. Please visit our International Orders section for more information.
Can you ship direct to locations outside of the United States?
Please refer to our International Orders section.
Returns, Cores and Refunds
Request a Return Form
Will the parts I purchase from your site fit my modified/customized car? Can I return the part for credit if it turns out the item doesn’t fit?
As long as you return a part within 30 days and without any damage or without any missing components, then you will be eligible for a credit on your return (restocking fees may apply).
Please note that there are items that cannot be returned for any reason. These include repair manuals, CD-ROMS, custom made products or anything that allows you to download a program to the vehicle. However, repair manuals and CD-ROMS may be returned if they are unopened and remain sealed. Electrical parts cannot be returned as well if they have been unsealed or plugged in.
What is a Return Merchant Authorization (RMA) number? What can I use this number with? If I return a part, how soon can I expect my refund?
A Return Merchant Authorization Number, or RMA Number, is assigned to your return and used for tracking purposes. You can obtain an RMA number by completing the required form for any parts you would like to return. Within two to three business days, the RMA number(s) will be emailed along with instructions on how to return your item.
You can expect your refund within 30 days after we receive your return request. The time varies depending on how long the manufacturer takes to approve the return. Upon approval, we will then credit the refund to the credit card you used for the purchase and you will receive a “credit approved” email. Please note that the bank may take a few days to process the credit.
For APW Tire Rack returns, separate Return Authorization forms for tires and wheels and wheels only are available together with special packing instructions. Apart from the different forms used, the processing period for returning tires and wheels is roughly the same as that of regular APW return requests.
Note: Core return shipping charges are the full responsibility of the customer, and are not refundable.
Core Part Return Instructions:
2) We will email you a Return Merchant Authorization Number (RMA) within 2-3 days to track your return request.
3) Remove any items from the part that are needed for proper installation of the replacement part. Any parts not included in the replacement package but still attached to the core return will not be returned.
4) Drain any fluid from the part, if necessary.
5) To avoid any leakage during shipping, seal the part in a properly secured plastic bag.
6) Put bagged part in the manufacturer's box and include a copy of your invoice in the package.
7) Secure the boxed part with adequate packing material to assure that it arrives undamaged.
8) Return within 30 days after receipt of the replacement part.
- Part(s) must be returned with the Return Merchant Authorization Number (RMA) and a copy of the of the original invoice/packing slip.
- Must be received within 30 days of the original invoice date.
- Should be fully assembled, complete and in rebuildable condition based on manufacturer's standards. Disassembled parts will not be accepted for refund.
- Returned part must be for the vehicle the replacement part was purchased for.
- To be eligible for a Core Deposit refund, the returned part must meet the manufacturer’s requirements. The following conditions may cause a part to be rejected by the manufacturer:
- Broken or dented parts
- Stripped threads or ports
- Mounts or housings that’s damaged, cracked, or unusable
- Extensive rust or corrosion
- Missing, unoriginal, or disassembled parts
I could not click on “print selected labels” button from the FedEx site. How do I then print out the shipping label that you sent me?
Normally, this occurs if you have clicked on the “Go back” button of your browser. To reprint the shipping label:
2.) Click on the “Print Selected Labels” tab again.
3.) Print Shipping Label page.
Why do you need the Vehicle Identification Number (VIN) of my vehicle to return the part?
We don’t need it all the time. If you had a problem getting the correct part, our goal is to make sure that this problem does not happen when other customers order the same part you did. We use the VIN of the vehicle just to verify with the manufacturer what went wrong with the part since it does not fit your vehicle. This is done so we can prevent this from happening again.
For information about VIN and how to locate your vehicle’s VIN, please refer to the What the Vehicle Identification Number (VIN) can tell you about your car section.
2.) You may have made separate return requests (at different times.)
2.) A part may appear damaged. Part of your order may be approved, while further investigation is being done on the remaining part(s.)
3.) Parts are processed separately. Credits are issued by part and not by order so as we clear each part, a credit is issued.
Are there limitations to items that can be returned and refunded?
There are items that cannot be returned for any reason. These include repair manuals, CD-ROMS, custom made products or anything that allows you to download a program to the vehicle. However, repair manuals and CD-ROMS may be returned if they are unopened and remain sealed. Electrical parts cannot be returned as well if they have been unsealed or plugged in.
Please read our Return Procedure for more information on returns and refunds.
Why am I being charged a restocking fee on my returned part? How do you calculate the restocking charges?
Restocking fees are charged for any items returned that are not the result of error on our part. We go to great lengths to assure that the item we ship is undamaged and functional. Restocking fees are generally used to deal with the costs incurred with your return.
Restocking fees are 20% of the actual product price and the customer is responsible for the return shipping charges. Tires and wheels are excluded from the restocking fees.
Orders Outside the Contiguous 48 United States
Your website says free shipping, why do I have to pay shipping charges for areas outside the contiguous 48 United States?
The free shipping relates to shipping within the contiguous 48 United States. Areas outside of the contiguous 48 United States are considerably more costly to ship to and it would be unfair to the customers within the contiguous United States to pay the same amount.
Can you ship direct to any other countries beyond the United States and Canada?
No, we do not ship directly to any other countries outside of the United States and Canada. Customers are welcome to use a freight forwarder or friend or family member in the United States. Although, keep in mind, using an international credit card will require you to go through additional credit checks and verification procedures.
Also, if using a freight forwarder in the United States outside of Bongo, AutoPartsWarehouse claims no responsibility for assuring delivery. We do not provide commercial invoices, which are sometimes required by freight forwarding companies.
There was a problem with the part(s) I received. Please visit the Returns section of our website for more information.