How do I return an item or how can I report a problem with my received order?
I need to return my order. What is your return policy?
Please make sure to fill out a return request and obtain an RMA before sending any items back. The part must come back in its original packaging. If you return the part without the original box it was received in, the part will be shipped back to you. Please make sure there are no extra shipping labels on original box or packaging. The easiest way to do this is to put the item in another box or shipping bag before attaching the shipping label. The part(s) must arrive with all pieces intact. Defective parts are EXCHANGE ONLY AFTER 5 DAYS of receiving parts. All part returns are subject to a 20% restock fee unless otherwise discussed or if the error was the fault of the seller. We do not refund shipping for part return.
What is you warranty policy?
We offer a 2-year warranty on all parts that we sell. If the part fails within 2 years of purchase, please contact us for instructions to replace it. The warranty does not cover normal wear and tear or improper installation.
Can I cancel or change my existing order?
Because we ship items out as fast as possible, sometimes it is not possible to change or cancel an order. If you have already received a tracking number, then it is typically not possible to cancel the order, but the item may be returned for a refund upon receipt. If you would like to cancel an order, send a message using the contact form as fast as possible and be sure to include your first and last name, part type, part number and the email address you used to place the order. We offer a 30-day return policy.
I have requested cancellation of my order but I still received it. Can I send it back?
Unfortunately, since we ship items out as fast as possible it is often impossible to cancel your orders. You can send your order back, using our standard return policy details which can incur a 20% restocking fee. The customer is responsible for return shipping costs.
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 as a reference for your return as it makes its way through the return process. To request a return simply click here. You can expect your refund within 7 days after the item is delivered to the return facility for processing. Upon approval, credit will be issued to the payment method used for the purchase. Please note that your bank may take a few days to process the credit and, in some instances, a restocking fee may be charged.
I sent my order back without a Return Merchant Authorization (RMA) number. How soon can I expect my refund?
Your return may have ended up in a warehouse not designated for returns and it may take up to 30 days from the time of arrival before a refund is issued for such returns. We strongly recommend completing the return request form and asking for an RMA number. Also, please contact us using the return process or the contact form to let us know you are returning your item that has been returned without an RMA. Be sure to include the name, and email address the item was ordered under.
Why do you need the Vehicle Identification Number (VIN) of my vehicle to return the part?
The VIN is the quickest way for us to verify part compatibility to your vehicle and is a key to ensure you do not incur a restock fee should our fitment have an error. It also helps us to recommend the correct replacement part.
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 if they have been unsealed or plugged in. We do not accept returns on parts that require coding or programming unless the part is returned in a sealed box. If we receive a part that violates these regulations, it may be returned to you without issuing a refund.
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 from the supplier. We go to great lengths to assure that each item is undamaged and functional. We put a lot of effort into making sure our fitment charts on our website are accurate. Restocking fees are generally used to cover the costs incurred with your return. Restocking fees are typically up to 20% of the total item sale price and the customer is responsible for the return shipping charges. Any shipping charges related with your order (ground, overnight or international) are non-refundable.
What is the difference between an OEM and a Genuine part? Aren’t those two the same?
There is a difference between Genuine and OEM / OE Supplier brands. A Genuine part is a part in the auto manufacturer’s original box with their logo on the box (Ex: BMW or Mercedes). OEM / OE Supplier is a brand licensed by the vehicle manufacturer and the part will not come with the vehicle manufacturer’s logo on it. OEM / OE Suppliers are often the same parts you would get at the dealership, just in a different box. We do not accept returns because of these discrepancies and any part returned for this reason will be treated as a buyer remorse issue and thus subject to a 20% restocking fee.
I received a part made in a country other than the country I thought the item was manufactured in. Can I send it back?
Due to globalization, we cannot guarantee where a part is manufactured. Manufacturers change their country of origin regularly and it is next to impossible to keep up with it 100% of the time. Keep this in mind as, sometimes a catalog photo shows that a part is made in a specific country. If you are not happy with an item’s country of origin you can send your order back using our standard return process but for this reason your refund would include a 20% restocking fee and the customer is responsible for paying the return shipping.
I have requested to update my delivery address on an existing order. I ended up not receiving my order. How do I proceed?
Unfortunately, we are not able to update the delivery address of your order after it’s placed. We hope you will be able to retrieve your order from the delivery address you used at checkout. If not, you may contact us using the contact form, or reach out to the carrier’s customer service. We are not responsible for incorrect delivery addresses being used at checkout.
How do I check the status of my order and how do I get a tracking number?
You will receive an email when your tracking number has been created or you can log into your account and obtain the tracking number there. Just copy the tracking number into your favorite search engine, and you will be able to track the package right to your door.
How do I register for my account?
There is no need to register in advance. When you place an order, you will be registered at the time of the purchase.
Why can’t I log into my account? I forgot my username and/or password. How do I retrieve it?
Just click the login in button and then click the text that says, “Lost your password?”. The system will prompt you through the rest of the process. A password reset email will be sent to you. If you still have issues, please send us a message using the contact form.
What happens to my order if the item purchased is not available?
We go to great lengths to make sure that every product we offer on our site is available to ship right away. With such a large inventory, represented available stock may not be 100% accurate at all times. Unfortunately, some items are indeed out of stock. 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. Refunds are processed automatically and while in most cases funds are available in your account within seconds, in rare cases it may take 1-5 business days for the amount to be credited back to your payment method / account.
What methods of payment do you accept?
Visa, Master Card, Discover, American Express, PayPal, Apple Pay and Google Wallet
Do you accept check, money order, or wire transfer as payment options?
No. We are not able to process these payment methods currently.
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 have provided us. In rare instances we may contact you to verify the quality of your transaction. In extreme instances we may share your contact information with other companies (specifically shipping carriers) to facilitate delivery of your package, but we will not share your contact details or other personal information unless it is necessary to complete the transaction efficiently.
How do you compute the sales tax on my order/invoice?
Sales tax on your orders is automatically calculated based on your state and district’s rates.
What shipping companies do you use?
Most orders are shipped using FedEx, UPS and USPS, but we may use different carriers, depending on the volume of the parcel in question. We select the most efficient method to get your order delivered quickly.
What are my shipping options?
We offer free ground shipping on all orders over $99 and a flat rate of $7.50 for orders below $99.
How long will it take for me to receive my order?
Standard Ground Shipping is 1 to 5 business days, but since most items ship the same business day from the nearest available warehouse to your location and are typically delivered in 1-3 business days. The carrier used for the delivery may incur a problem with delivery which is out of our control. Business days do not include Saturday, Sunday, or National holidays.
I ordered multiple parts and received only some of them! What happened to the rest of the parts?
We strive to ship your order as soon as possible, and we exhaust all means possible to ship from the closest warehouse to you. However, there may be cases where we must ship your order from multiple locations. Orders that we confirm we have available are shipped right away. Getting your parts to you quickly is our goal, so you may receive multiple packages (that can arrive at different times) but you should receive all of your tracking numbers at the same time. Either way, your delivery should arrive within our delivery estimate of 1 to 5 days. Please don’t hesitate to contact us using the contact form in the event any items are missing from your order.
How come the tracking number that I received by email shows no movement on the carrier’s site?
Usually, it takes 24 hours for the carrier to update the tracking information after your part has been shipped. However, if it has been longer than 24 hours, there is a possibility that the carrier can’t find your exact location or that they’ve failed to scan the package. Please contact us to verify shipping details so we can communicate with our carrier and resolve any delivery issues. In rare instances items will be repackaged using a different shipping label if the original package was severely damaged in transit. If that is the case, the new tracking number will be emailed to you.
Why don’t you ship for free to Alaska or Hawaii regardless of my total order cost?
Free shipping does not apply to Alaska and Hawaii due to their distances from our shipping locations and shipping services provided.
Do you ship outside the United States? Do you ship to US Territories (protectorates),APO/FPO, P.O. boxes, etc.?
Yes, if you are not able to complete checkout successfully you can contact us here.
Do you ship internationally?
Not yet, but we will be soon. Please check back.
Do you combine shipping?
We always attempt to combine shipments, so there is no need to request that an order with multiple items on it be combined into one shipment. We can’t guarantee that all parts will come in one box.
Can I use a freight forwarding service?
If you are using a freight forwarding service to send your order abroad, please make sure that any issues with your order are reported before the package is transferred internationally. This also applies if you have used any delivery address in the continental USA (cousins, relatives, friends) and later shipped your order internationally. We can’t guarantee that your order will all be shipped in one package to the forwarding address.
I have a vehicle produced for a country other than the US. Will the parts fit my car?
All parts sold on NewParts.com are for US spec vehicles. We cannot confirm fitment for European/Asian/Australian/South American models even with the VIN number of your car.
Can I pick up my order locally?
We do not offer this service now. We have multiple warehouses, and our practice is to send your order from the closest location where the parts are available. We assure you that you will receive your order in a timely manner, but all warehouses are for shipping only and do not allow walk-in customers.
Which side is the driver’s side?
All parts are described using the driver’s perspective as a reference point assuming they are sitting in the car. Example: To the driver’s left, right, front, rear. Engine parts are almost always described as they relate to the way the engine is facing. The front of the engine is where the accessory drive belts are located. The rear of the engine is mated to the transmission. The left and right of the engine are described from the perspective of standing at the rear of the engine and looking toward the front of the engine.