rockauto.com
Help with Existing Orders
 


Help Topics





Answers
Order Status

Order Status
Did my order attempt go through?
If you did not receive an order confirmation number, and the parts remain in the shopping cart, your order was not placed. If you received an order confirmation number and email, your order was placed. You can check the status of your order on our Order Status & Returns page.

Order Status
Has my order shipped? 1
We send an email with tracking information when the last part on your order ships. You can check your order status on our Order Status & Returns page (see "How do I view an order?").

Order Status
When will my package arrive? 2
We send an email with tracking information when the last part on your order ships. Click the tracking number in the email to view the carrier's estimated delivery date.
When will my package arrive?

Or find the order on our Order Status & Returns page (see "How do I view an order?") and click the tracking number to take you to the carrier's website and estimated delivery date.
When will my package arrive?

Dates shown are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto.

To see estimated delivery times before placing an order, see "When can I expect delivery?"
How do I...

How do I...
...find past orders? 3
In the Order Look-Up section of our Order Status & Returns page, enter the email address used on your orders and click send order list. A list of those orders will be sent to that email address.
Order List

To search your orders by part category, vehicle or other criteria, log into your account (see "How do I log into my account?"). If you don't have an account, create one (see "How do I create an account?"). All orders placed with your email address will be automatically linked to it.

How do I...
...view an order? 4
On our Order Status & Returns page, enter the email address or phone number that was used on the order, and the order number, then click find order.
view order

Or, log into your account (see "How do I log into my account?"), and click on the order number in the "Order History" section of the page.
view order 2

How do I...
...print my receipt? 5
Your order confirmation is your receipt.

If you no longer have your order confirmation email, find the order using our Order Status & Returns page (see "How do I view an order?") and click "View Order Confirmation" at the top of the page.


Your order confirmation will appear in a separate window. You can print a copy using your browser's print function.

How do I...
…view or print my commercial invoice?
When our warehouse and your delivery address are in different countries, we send a Commercial Invoice with the shipment to explain its contents to customs authorities.

If that copy is lost, or you need a copy for some other reason, find the order using our Order Status & Returns page (see "How do I view an order?"). Then click "View Commerical Invoice" next to the tracking number for the package for which you need the document. Your commerical invoice will download in PDF format.

How do I...
...make a change to my order?
To submit a request to change your contact information, reduce item quantities, or cancel your order, visit our Order Status & Returns page.

If you do not see an option to make the change you need, your order is too far along in the shipping process to change it. We process orders as quickly as possible and we do our best to confirm your change request.

How do I...
...edit the address or contact info on my order? 6
Find the order on our Order Status & Returns page (see "How do I view an order?").

You can modify information in the white fields. Click in the field you wish to edit, enter the new information, and click the green "Submit" button.

         change address

If you change your shipping address and the shipping cost increases, you will be prompted for payment.

How do I...
…change my shipping method?
Once your order is placed, we are not able to make changes to your shipping method. If you would like a different method, you can request to cancel your order ("How do I cancel my order?") and place a new order with the alternate shipping method.

How do I...
...reduce quantities on my order? 7
Find the order on our Order Status & Returns page (see "How do I view an order?"). Change the quantity of each item and click submit change. You can cancel the part by clicking "Cancel Part" and then submit change.
change quantity

You can send one request per warehouse. Make sure all updates are made before submitting the request.

If your order has not been sent to the warehouse yet, we will confirm the change immediately:
reduce quantity

If your order has been sent to the warehouse already, we will do our best to intercept your order and make the change:
change request

If we are able to make the change, we will send you an updated Order Confirmation email.

If your order ships before we can change it, you may return the parts you don't need (see "How do I arrange a return?").

How do I...
...cancel my order? 7
Find the order on our Order Status & Returns page (see "How do I view an order?"). Click the "Cancel Part" button
for each item you wish to cancel and then click submit change.

Or, if you haven't sent payment yet, use our Order Status & Returns page (see "How do I view an order?") and click cancel button.

cancel

You can send one request per warehouse. Make sure all updates are made before submitting the request.

If your order has not been sent to the warehouse yet, we will confirm the change immediately:
reduce quantity

If your order has been sent to the warehouse already, we will do our best to intercept your order and make the change:
change request

If we are able to make the change, we will send you an updated Order Confirmation email.

If your order ships before we can change it, you may return the parts you don't need (see "How do I arrange a return?").

How do I...
...enter my discount code?
Enter your discount code in the "How did you hear about us" box without any other numbers or characters. Discounts are not valid on phone orders and cannot be applied once an order is marked as shipped.
how hear

To enter your discount code after an order is placed, go to the Order Status & Returns page, enter your order number and email address or phone number, and click "Find Order". Enter your discount code into the "How did you hear about us?" box at the top of the page. We will resend your order confirmation email with your updated total if the discount code is valid.
how hear

If you do not see the "How did you hear about us?" box at the top of the page, you cannot apply your discount because your order has already shipped or you entered something into the box when placing the order.


How do I...
...install the part?
We offer Repair Manuals under the Literature category in our catalog. (Vehicle-specific manuals are listed in our Part Catalog. Literature on more general topics appear in the Tools & Universal Parts tab.)

Installation instructions appear on the "Info" page for some parts. Find the part in our catalog or find the order on our Order Status & Returns page (see "How do I view an order?"), then click the button next to the part.
Info page button

RockAuto staff are not mechanics and cannot provide installation or diagnostic advice.

How do I...
...receive Return & Rebuild (R&R) instructions?
RockAuto sends Return & Rebuild instructions to your email address shortly after you place your order.   You can resend a copy of the instructions to yourself by visiting the Order Status & Returns page. Click "Resend Rebuild Instructions".
Resend Rebuild Instructions
I'm worried because...

I'm worried because...
...my order status is "Awaiting Payment"!
Your order status will be "Awaiting Payment" if your credit / debit card or PayPal (except e-check) payment was declined or if you've already made a successful payment, but there is a remaining balance. You can reattempt your payment or pay the remaining balance through our Order Status & Returns page:


If you'd like to cancel the entire order, click "Cancel Order". If you'd like to cancel items from the order, see "How do I reduce quantities on my order?"


If you paid with an alternate form of payment (wire transfer, check / money order, etc.) it may take a few days to process your payment (see "How long will it take to process my payment?"). Once your payment is processed, the order status will change to "At Warehouse" and we will send you tracking information once your order ships.

I'm worried because...
...you charged my card even though my order did not go through!
We charge your credit card when your order ships.

When you click "Place Order," we ask your bank to approve the card information and the order total. If your bank authorizes the transaction, but your order won't process for some other reason (for example, because your bank told us the billing address you entered doesn't match their records), we'll automatically send a "void" request to your bank within 2 hours. The void request explains that we will not charge your card.

Some banks put an immediate "hold" on your account in response to an authorization request, but will wait hours or days to process a "void." Pending authorizations are temporary holds by your bank, not RockAuto, and your bank is responsible for releasing the funds back to you.

I'm worried because...
...the tracking info you provided doesn't work!
You will see activity on your shipment once the carrier scans your package. Carriers normally scan the package when it is picked up or sorted, but they can take up to two business days after shipment to scan the package.

In the meantime, don't worry if you don't see activity on the tracking number or if tracking information appears old or incorrect. Carriers sometimes re-issue tracking numbers, but won't delete the old tracking history until new package scans appear.

I'm worried because...
...the tracking info hasn't updated recently!
Carriers sometimes fail to update tracking information. Some carriers, like USPS, will not scan the package until it is delivered. Long-distance and international shipments may have days between updates since they can spend several days on a truck or at a customs facility. Your package should arrive by the date shown on your "order has shipped" email.
order has shipped

RockAuto and the carrier use the same tracking information you see on the carrier's website so we do not have additional details about your shipment. We can start a trace if more than 7 business days (Monday - Friday) have passed since the last update, or more than 2 business days have passed since the "receive by" on your "order has shipped" email. To start the investigation, see "How do I report a missing item or package?"

I'm worried because...
...I'm missing a part! 8
Your parts may arrive in separate boxes. Verify you have received all packages on your order by matching the boxes you received to the tracking numbers in the "order has shipped" email or on our Order Status & Returns page (see "How do I view an order?").
two shipments

Open all packages, and open each part box (sometimes we put small parts in larger parts boxes to save space and prevent damage). If you still cannot find the part, report the problem on our Order Status & Returns page (see "How do I report a missing item or package?").

I'm worried because...
...my package never arrived! 8
RockAuto and the carrier use the same tracking information you see on the carrier's website so we do not have additional details about your shipment. We can start a trace if more than 7 business days (Monday - Friday) have passed since the last update. To start the investigation, report the problem through our Order Status & Returns page (see "How do I report a missing item or package?").
order has shipped

If tracking information shows that your package was delivered but you did not receive it, check around your house and with your neighbors to see if they accepted the package for you. If you live in a community with a front office, check if they have the package. If your package was shipped via USPS (postal service), ask your local post office if they are holding the package for you. If you checked these places and cannot find your package, report the problem on our Order Status & Returns page to start the investigation (see "How do I report a missing item or package?").

We must allow the carrier several days to trace the package and deliver it to the correct address or deem it as lost. If the package is lost, the carrier will contact RockAuto or the customer and RockAuto will offer a replacement or refund.

I'm worried because...
...the part didn't fit or I received the wrong part! 8
Manufacturers may use different designs than original equipment (to reduce cost, improve performance, fit additional applications, etc.) so the part you received may look different than your original. Sometimes manufacturers make minor changes without changing the part number so the part may look slightly different than the picture in our catalog, but the fit and function should be the same.

If the difference is beyond cosmetic and the part will not work for your vehicle, report the problem on our Order Status & Returns page (see "How do I set up a return?").

I'm worried because...
...the part I received is broken, damaged, or defective! 8
To help us determine the cause of the damage and tell us how you'd like to proceed, report the problem on our Order Status & Returns page (see "How do I set up a return?").

For more detailed information, please see How do I file a warranty claim?

I'm worried because...
...I installed the part but it stopped working or failed! 8
To help us determine the cause of the failure and tell us how you'd like to proceed, report the problem on our Order Status & Returns page (see "How do I set up a return?").

For more detailed information, please see How do I file a warranty claim?

I'm worried because...
...the part I received looks like it was made by a different brand or company!
Sometimes manufacturers buy parts from other manufacturers and re-sell them as their own. In doing so, they declare the quality of the part worthy of their name and stand behind the product with their warranty. Finding a Brand Y part in a Brand X box can be a nice surprise when Y is the vehicle manufacturer (OEM) or another respected brand. It can be frustrating when Y, sold under its own brand, costs less than X.

We have no control over manufacturer supply chains. When we buy a part from Brand X, we pay X's price for it, and your price is based on our cost.

Also see "Private Label Pkg".

If you disagree with a manufacturer's purchasing decision, you may return the part (see "What is your return policy?" and "How do I set up a return?"). Shipping is not refundable, and if you re-order the same brand and part number, you'd likely receive an identical part.

I'm worried because...
...I reported an issue online, but haven't received a response!
We review issues in the order they are received. We respond to most issues within one business day. If you have not received a solution from RockAuto within one business day, please check the status of your order problem or return using our Order Status & Returns page.
Report a Problem or Arrange a Return

Report a Problem or Arrange a Return
How do I report a missing item or package? 8
Find your order on our Order Status & Returns page (see "How do I view an order?").

Click "Arrange a Return / Report a Problem" next to the missing part(s):
missing parts

Specify the quantity missing and select "Missing Part" or "Package Not Received" (whichever is true) as the reason for the report:
missing

The system will ask you a few questions to determine the cause of the problem and how you would like to proceed if the missing part(s) cannot be found.

Report a Problem or Arrange a Return
How do I set up a return? 8
Find the order on our Order Status & Returns page (see "How do I view an order?").

Click "Arrange a Return / Report a Problem" next to the part to be returned.
missing parts

Specify the quantity being returned, and the reason for the return.
return reason

The system will ask you a few questions about the return, provide return instructions, and give you an opportunity to generate a return shipping label.

Follow the return instructions carefully. Returns may not go to the same address from which the parts came. Parts must be returned in their original boxes (cores must be returned in the box the new part came in) and may not be refundable if the original box is defaced.

Report a Problem or Arrange a Return
How do I set up an exchange? 8
If you want a different part number than you ordered, arrange a return for the part that you do not want, and place a new order on RockAuto.com for the part you need. If you received the wrong part number, see "...the part didn't fit or I received the wrong part!". If you received a damaged or defective part, see "...the part I received is broken, damaged, or defective!".

Report a Problem or Arrange a Return
How do I recover my core refund? 8
You can obtain core return instructions from our Order Status & Returns page. Find the order (see "How do I view an order?"), and click return instructions at the bottom right of the page, after selecting the quantity (if applicable) and reason "Core Return." For more details on arranging a return see "How do I arrange a return?"
return instructions

To receive a refund, cores must be returned within six months of the purchase date. You are responsible for return shipping costs unless our catalog or return instructions state otherwise. (You may obtain a shipping label from our Order Status & Returns page to take advantage of our discounted rates. The cost of the label will be deducted from your refund. See "When will I receive my refund?")

Before returning a core, be sure it is complete, fits the same vehicle application as your new part, and is in the box the replacement part came in. Your core does not need to be working (if it worked, you wouldn't have replaced it) but you will not receive core credit if it is smashed, rusted solid, or otherwise unusable.

Report a Problem or Arrange a Return
How do I file a warranty claim?
Find the order on our Order Status & Returns page (see "How do I view an order?")

If you are within our standard 30 days return policy, click "Arrange a Return/Report a Problem" next to the part to be returned. Specify the quantity being returned, and select "Broken/Defective/Warranty" as the reason.

missing parts

If our 30 day return period has passed, but your part is still covered under warranty, click "Request Warranty Replacement."



You'll answer a few questions and be presented with your options to get the part replaced (see "How do I exchange the bad part I received for a new one?").

Report a Problem or Arrange a Return
How do I exchange the bad part I received for a new one?
After reporting the problem to us on Order Status & Returns ("How do I set up a return?") and answering a few questions, you will have two options for obtaining a replacement part:
  1. Place a new order for the same part number online, then return the defective part for a refund of the new order. This option is the fastest way to obtain a new part -- even before you take the bad part off your vehicle.
  2. Send the defective part back in exchange for a replacement. This simpler option avoids the need to pay for a new part and wait for a refund.
Instructions for Option 1:
Add the same part number to your shopping cart, either by searching for the part number in our catalog or by clicking "Add Part" next to your return.



Place a new order for that part.

After you receive and install the new part, visit the Order Status & Returns page for that NEW order number. Click "Arrange a Return/Report a Problem" and select "Broken/Defective/Warranty" as the reason. You'll answer some questions and receive return instructions. When we receive the bad part, we'll issue a full refund for the new order, including shipping up to the cost of the least expensive shipping method (so don’t worry if the new price of the part is different than the price you originally paid).

Instructions for Option 2:
Follow the provided return instructions (How do I view my return instructions?) to send your defective part back to us. Once tracking information shows that the defective part is on its way back to us, we will ship the replacement part to you. This happens automatically, so there is no need to contact us. We will email you when the replacement ships.

With either option, if you print the label from Order Status & Returns, we will have your tracking number on file. If you send it back with a different carrier, please enter your return tracking (see How do I enter my return tracking online?).

Report a Problem or Arrange a Return
How do I cancel the Return & Rebuild (R&R) service? 8
Find the order on our Order Status & Returns page (see "How do I view an order?"). Click "Cancel Rebuild / Report a Problem" next to the part to you'd like to cancel.


Select "I'd like to cancel the Return & Rebuild Service" and click 'Next.'


The system will ask you a few questions, and you will receive the following message once you've finalized the cancellation:

Report a Problem or Arrange a Return
Am I responsible for return shipping costs?
In most cases, yes. We offer discounted return shipping labels through our Order Status & Returns page. See, "How much does return shipping cost?"

The only exceptions to this are if you received a part number that is not what you ordered, an item arrived defective, or if the manufacturer confirms our catalog information is incorrect.

Report a Problem or Arrange a Return
How much does return shipping cost? 9
Usually, the least expensive way to return a part is to generate a label from our site (carriers give us discounted rates). Shipping costs depend on the size and weight of the parts, your location, and the return location.

To generate and print this label, find the order on our Order Status & Returns page (see "How do I view an order?") and arrange a return (see "How do I arrange a return?"). Then click get return label.
get return label

If you do not want our label, you may ship the part back using any carrier. To ensure we recognize your return and process it promptly, ask the carrier for a tracking number and enter it on the Order Status & Returns page:
return tracking

Report a Problem or Arrange a Return
How do I create multiple return labels? 10
Once you have set up returns for all of the items you wish to return (see "How do I arrange a return?"), click the checkbox next to each item that can fit into one shipping box, then click on "Get A Return Shipping Label From Us" and click "Yes" to generate the label.


Continue this process until you have enough labels to return all of the items.

You will not see a checkbox if there is only one return left that does not have a label. In this case just click "Get A Return Shipping Label From Us" and click "Yes" to generate the label.

Report a Problem or Arrange a Return
How do I view my return instructions? 11
Return instructions are available after you authorize the return on our Order Status & Returns page (see "How do I arrange a return?"). To view the return instructions, find the order on our Order Status & Returns page (see "How do I view an order?") and scroll to the bottom of the page. Click the "View Return Instructions" button on the bottom right of the page.

Report a Problem or Arrange a Return
How do I view my return label?
If you generated a discounted return label (see "How much does return shipping cost?") through RockAuto.com, the return label will appear at the bottom of your return instructions (see "How do I view my return instructions?").


Print the return instructions. Cut out the label, and tape it to the box. Return the package to the carrier's local store or drop-box location. (The label will be small. This is normal, and the carrier will accept the label.)

If there is a blank rectangle at the bottom of your return instructions, check your browser settings to ensure you're able to view images. You could also try using a different browser. If that doesn't work and your label was generated several weeks ago, the label may have expired. You will not be charged for labels that have expired or are not used.

Report a Problem or Arrange a Return
How do I enter my return tracking information online? 12
You may ship the part back using any carrier. To ensure we recognize your return and process it promptly, ask the carrier for a tracking number and enter it on the Order Status & Returns page (see "How do I view an order?").

Report a Problem or Arrange a Return
When will I receive my refund?
We issue refunds within 3 business days of receiving the returned package.

You will receive an email when we issue your refund. It may take your bank a few days to post the refund to your statement or account.

To ensure we recognize your return and process it promptly, enter the tracking number on our Order Status & Returns page. Find the order (see "How do I view an order?") then type the number into the "Enter Return Tracking" field:
return tracking

If you generated a return label from our site, we already have the tracking information in our system so you do not need to re-enter it.

Credit card and PayPal refunds will be issued to the card/account from which the payment came unless you selected "Store Credit" during the return authorization process. Store Credits and Gift Certificate refunds will be issued as Store Credit. For wire transfer, EFT (electronic funds transfer), and other cash payments, refunds will be issued in the form of a store credit or a US or Canadian dollar check (your choice).

Report a Problem or Arrange a Return
What is your return policy?
Every part we sell may be returned within 30 days for a refund of the part price. Arrange your return on the Order Status & Returns page.

If a part doesn't fit, don't try to "make it fit" and risk damaging the part, your car, or yourself! RockAuto is not responsible for any costs exceeding the cost of the part, and we will not accept returns of parts that have been installed or modified.

To receive credit, a returned part must be complete and in its original, unmarked manufacturer's packaging. Cores must be returned in the box the new part came in. Returns may not be refundable if the part, or the manufacturer's box, is damaged while in transit to our warehouse.

Shipping charges are not refundable unless the return is due to our mistake. If you refuse delivery or the carrier returns a package because you provided an invalid address, the cost of return shipping will be deducted from your refund.


Report a Problem or Arrange a Return
Can I return a part after 30 days?
Per our return policy, items can be returned for a refund within 30 days. Beyond 30 days, the part may be covered under the manufacturer's warranty, which offers an exact replacement. See "I installed the part but it stopped working or failed"

Report a Problem or Arrange a Return
What is the warranty on my part? 13
Find a part in our catalog and click "Info" to see warranty information, pictures and specifications for that part.
warranty info

Or find your order on our Order Status & Returns page (see "How do I view an order?").

For orders placed in the last 30 days, click Info Button next to the part to view the manufacturer's warranty and other product details.

For orders older than 30 days, warranty information will be displayed in the part description:
warranty info

Manufacturer warranties also are listed on our Warranties page.

Our warranty information is only a summary and does not include all the terms and limitations of each manufacturer's warranty. Manufacturers may change their warranty terms without notice. For warranty details, visit the manufacturer's website or refer to printed material packaged with the parts you received.

For help filing a warranty claim, see How do I file a warranty claim?")
























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