Frequently Asked Questions

  • I. FINDING PARTS

    Q: What kinds of parts do you sell?
    A: We sell almost every type of auto part, from engines to tail lights. We sell suspension parts (like struts & shocks), electrical parts (like alternators, starters, switches & relays), ignition parts (like spark plugs, distributors & coils), chassis parts (like ball joints, tie rod ends, springs), fuel & emission parts (like carburetors, fuel pumps, fuel injectors, oxygen sensors, EGR valves), little parts (like filters, wiper blades, & rear view mirror glass) and big parts (like radiators, engine blocks & complete rebuilt transmissions). We sell the types of parts you might find in your local NAPA or AutoZone--but we have more selection, more vehicle applications and lower prices. We also sell lots of things you won't find in a typical auto parts store (like sheet metal, bumpers, carpets & shop manuals). The only auto parts you won't find in our online catalog are antique parts (for cars built before World War II) and some colored interior trim -- although carpets are selling so well, we may add more trim parts soon.

    Q: Where do your parts come from?
    A: We sell original GM and Ford parts from AC/Delco and Motorcraft, aftermarket parts from "Tier 1" OEM suppliers like Monroe, Gates & Federal-Mogul, parts imported from Asia and Europe at incredible prices (like Brembo brake rotors, Mann & Hummel filters, Behr Radiators, and NSA alternators), remanufactured parts from leading companies like A1 Cardone, and specialty parts from small companies you may not have heard of (like repair manuals on CD from Detroit Iron and Ford Explorer armrest repair kits from Heritage). Everything we sell comes with a full manufacturer warranty.

Q: What does a part look like?
A: If there is a More Info More Info Button button next to the part number, click on it to see the part and/or more information relating to the part. Please rely on the description in the catalog to choose which part to order, and the "More Info" for general information. We try hard to always show an exact picture of a particular part, but color, logo, texture, place of manufacture etc. may vary from what is shown in the image. Manufacturers may change product colors and graphics without notice.

Tip: A new browser window will open when you click the More Info button. If this does not happen, you may have a pop-up blocker installed. Most blockers can be bypassed by holding down the "Control" key on your keyboard while clicking on the button.

Q: I'm interested in ordering online, is your website secure?
A: Yes! We use 128-bit SSL encryption for the catalog and shopping cart, so your name and address as well as the credit card number you send us is protected. (Most browsers show a small padlock in the corner of the screen to confirm you are viewing a secure site. If you double-click on that padlock, you'll see the details of our SSL certificate.)

Comodo SSL Certificate Safe Shopping Network

Q: Can you send me a paper catalog?
A: No, we do not have a paper catalog. All of our available parts are listed in our online catalog which is continually updated.

Q: What does the letter/number in parenthesis mean at the end of my engine listing?
A: The letter or sometimes number in parenthesis (e.g. 4.2L 258cid L6 MFI (T)) is related to the VIN of your vehicle. Basic VIN information--year, make, model and engine--can be decoded at any of several free websites (try typing "VIN Decoder" as a Google search). For more detailed information, you may need to ask for help from the service department of a new car dealership (different car manufacturers use different VIN coding schemes).

Q: I can't find a part I'm looking for. Where is it?
A: Please use the search on "Part Number Search" page in our catalog. All the parts we carry are listed in our catalog, so if you're looking in the correct category and the part isn't there, we don't have it--you may need to try the service department at your dealership or salvage yards.

Search

Q: I already know the part number I need, is there a faster way to find it?
A: Sure--just enter the part number on our "Part Number Search" page.

Q: Do you carry parts for heavy trucks, lawnmowers, tractors or snowmobiles?
A: Our catalog only lists parts for cars and light trucks.  Some of these parts also fit other vehicles, but we cannot search them by make and model. We do offer belts and hoses for non-automotive applications. Look in the "Extras" tab for these parts and seach by size.

Q: Do you offer discounts for large orders?
A: No, but we do have a discount program for repeat customers. You'll receive a discount code via email about a month after you place your order.

  • II. UNDERSTANDING CATALOG LISTINGS

    Q: What is a R&R?
    A: Occasionally items such as ECMs are not in stock with us or a manufacturer. If this is the case, we offer a R&R (Return & Rebuild) to remanufacture the part you have. The price is the same as shown in the catalog, but there is no core charge and a non-refundable handling fee is charged. Your payment method is billed when we send you the work order to send in your part. With this service, you will not receive a part from us, we will send you the work order and paperwork that needs to be completed and sent in with your part.

    Q: What is a "wholesaler closeout"?
    A: "Wholesaler closeout" parts come from several circumstances: A manufacturer may discontinue certain part numbers or drop an entire product line. A distributor may switch from one brand of products to a competing brand. A store may decide to clear out slow-selling parts to make room for more popular items.

    In circumstances like these, the seller is willing to accept a small fraction of retail value from someone willing to take all the parts at once. Wholesalers specializing in surplus inventory make these bulk purchases and then re-distribute the parts to other stores and distributors, or to overseas markets.

    RockAuto is not a wholesaler of surplus inventory, but we work with some of those companies to offer their products to our customers. These parts are a tremendous value. They're new (or remanufactured), name-brand items just like those in our regular inventory, but because the wholesaler paid pennies on the dollar, we can afford to sell them for much less than retail price. In the case of discontinued parts, closeout inventory allows us to offer parts that otherwise would no longer be available at all.

    Our regular return policy (see http://www.rockauto.com/policy.html#Returns) applies to everything we sell, including "wholesaler closeout" items. However, because we are buying these parts from a wholesaler, and not from the manufacturer or one of the manufacturer's authorized distributors, the manufacturer will not honor warranty claims on closeout items.

    In most cases in which a "wholesaler closeout" is offered, our catalog also offers the same part from our regular inventory, fully warranted, at regular price. Each customer can decide if the cost savings for closeout parts, in his or her situation, is enough to offset the slightly higher risk.

    Q: Why are your prices so much lower than at my local store or dealership?
    A: Our prices are lower because our costs are lower. Local stores have to buy inventory, put it on the shelf and pay someone to stand at a counter looking up parts in paper catalogs or in the store's computer system. A part may sit on the shelf for a year or more before someone with that particular vehicle needs that particular part and decides to buy it from that particular store--when they do, the store owner needs to recover a year's worth of cost in one sale.

    RockAuto customers choose their own parts using our online catalog. We ship directly to our customers from wholesale warehouses or manufacturers. We have no retail stores, no counter-people and we don't have a lot of money tied up in slow-moving inventory. We pass the savings on to our customers with lower prices. Our cost savings are all in distribution, though--the parts we sell are the same first-quality merchandise you'd find in any reputable store.

    Q: Why is there such a wide range of prices between brands?
    A: Some customers insist on "nothing but the best." Others say, "I just want something that will work." We try to satisfy both by offering parts at different price/quality levels.

    "Professional Grade" brands like Wagner and Spicer are often identical to the parts that came on the vehicle originally. Sometimes they are even "better than new" because they're designed to solve problems the car manufacturer overlooked. They are made from top-quality materials that will last a long time. And of course, "Professional Grade" brands spend a lot on marketing.

    "Economy" or "Service Grade" parts like Guardian and Spicer Red are usually made outside North America. They may look different than the OEM part they replace (though they will fit the vehicle). They may lack features like grease fittings or chamfered edges. They may use lower-quality materials and wear out sooner. These parts are designed to meet, but probably not exceed, OEM requirements. They're functional parts at a great price.

    If you're an aggressive driver, travel a lot of miles, use your truck to haul heavy loads, and plan to keep it a long time, it's probably worth the extra money for a "Professional Grade" part. If you're just running errands around town and your car has so many miles that the engine is likely to die before the brake pads or ball joints wear out, "Service Grade" is probably fine.

Q: I don't understand the description for the part I'm looking for.
A: Please visit our dictionary for abbreviations used on our website.

Q: I want to make sure I get the right part. Do you have photos of the parts?
A: Most of the parts listed in our catalog have photos and/or other descriptive information available. Click the "More Info" More Info Button button or hover your mouse over the thumbnail image to the left of the price. Please rely on the description in the catalog to choose which part to order, and the "More Info" for general information. For example...some manufacturers provide images that may show more than one view of the part, but if the catalog description does not refer to the part as a set or the part in plural, it will more than likely be one part.

Q: What does the "core" column mean?
A: A core is the old part you are replacing. When you buy a remanufactured part, manufacturers need the core so they can rebuild it and add it to their inventory. The core charge is like a deposit on a soda bottle--you pay it when you place the order, but it's refunded if you send back your old part. For more information about cores, please click here.

Q: What does "non-stock item--shipping delayed up to X business days" mean?
A: This means our warehouses do not have the part, but we can order it from the manufacturer--the number indicates how much time will pass before the part would be shipped to you. Most manufacturers will ship directly to you (the 2-day delay covers their time to process the order). Some manufacturers insist on shipping to us and then we re-ship to you (which causes a 4-5 day delay). And a few manufacturers won't accept special orders at all, so we have to add non-stock items to our next stock order (stock orders are placed about once a month, so these parts say something like "shipping delayed up to 28 business days").

Q: Do you have the part I want in stock?
A: Unless our catalog states "Non-stock item--shipping delayed up to X business days" in the description, the part is available.

Q: How many of each item come in a set of brake pads, struts, brake shoes etc.?
A: Unless the catalog has a note like "pair packaged" or "set of 3", all parts are priced individually. The only exceptions are brake pads and brake shoes, which come in axle sets (one package is enough for both front wheels or both rear wheels). Coil springs are also sold in pairs.

Q: What does "sold in packs of x", "x per car" and "x required" mean?
A: The price listed is for an individual item, but it only comes in packs of x (for example, spark plugs often are sold in packs of 4; some hoses are priced per-foot but sold in 10-foot rolls). When you add one of these items to the cart, the shopping cart quantity automatically adjusts to the number of parts in the pack. For more parts than what is listed type in the quantity you need, the quantity will round up to the corresponding pack quantities. "X per car" is the manufacturer stating how many of each part is on the vehicle...not how many are included. "X required" is similar to "x per car"...also the manufacturer describing how many of the particular part is on the vehicle, not how many are included in part number.

Q: What is the warranty on my part?
A: Please visit our Warranty policy page for more information.

Q: How can I find out more about the manufacturers of parts you sell?
A: Visit our product lines page for links to manufacturer web sites

Q: How can I print an order confirmation?
A: You'll get a confirmation email when your order is placed that you can print. You'll also see a confirmation web page which you can print from your browser immediately after placing your order.

Q: Not all the parts came in the box!
A: Orders may ship from multiple warehouses, so parts may come in separate boxes.

Q: What is your return policy?
A: Please follow this link for more information about our return policy.

Q: I recently returned an item, when will I receive a refund?
A: Refunds typically take 1-2 weeks to be issued. Providing us with a return tracking number will ensure a faster refund time. Refunds will be issued in the same form as how you paid, (i.e. Credit card payments will receive credit to the same credit card used to place the order). You will receive email confirmation once the refund has been issued.

Q: What is the difference between an authorization and a charge?
A: When you place an order, the bank that issued your credit card will place an authorization of the total amount of the funds. This is how your bank determines if the funds are available to make the purchase. Your card is not actually "charged" until your order ships.

Q: Why can't gift certificates be applied to shipping charges?
A: Charging for shipping allows us to authenticate every order. This helps protect customers from having their gift certificates stolen, and it helps protect us from people buying gift certificates using stolen credit cards and using them to place orders.

Q: Why can't discounts be applied to shipping charges?
A: Percent-off discounts don't apply to shipping because we don't mark-up shipping. All shipping charges go to FedEx, UPS, DHL, the US postal service, or whichever carrier delivered the order to the customer.