rockauto.com
Help with Placing an Order
 


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Answers
Shopping Cart > How do I...

Shopping Cart > How do I...
...change quantities? 1
Click in the "Quantity" box next to the part you want to change, enter the quantity you need, then click refresh or press "Enter".


If you'd like to remove the item(s) from your shopping cart, see "How do I delete parts from my cart?".


Shopping Cart > How do I...
...delete parts from my cart? 2
Click deletenext to the part.
delete part

Shopping Cart > How do I...
...go back to the catalog to find another part? 3
Click "Continue Shopping" at the bottom left of the cart.
continue shopping


Or, navigate back and forth between the catalog and your cart using the tabs at the top of the page.
tabs at the top


Shopping Cart > How do I...
...show my cart to my friend or mechanic? 4
Click print or email at the top of the cart.
share cart

Type your email address, your name, a message, and your friends’ email addresses, then click "Send Email". Your friends will receive an email from our server, with a link that will open a copy of your shopping cart on our website. We don’t save email addresses; we include yours in the message so your friends can reply to you and not us.
share cart via email

Shopping Cart > How do I...
...work on more than one cart at a time? 5
Click open new cart at the top right of the page to open a new cart. Your previous cart will be saved in the "Available Carts" drop-down list. Its name will be the date/time you created it.
You may assign a new name by selecting it from the list and clicking new cart name.
Delete a cart by selecting it and clickingdelete cart.
         more than one cart

Shopping Cart > How do I...
...see my cart on another computer?
First, log into your account (see"How do I log into my account?)". Then, carts will be tied to your account and you can view them from any other computer on which you log into your account.

Shopping Cart > How do I...
...place an order over the phone?
All orders are placed through our website, RockAuto.com. We're able to offer such low prices because our costs are low. One of the ways we keep costs low is by encouraging customers to self-serve and purchase parts online.
Shopping Cart > Shipping

Shopping Cart > Shipping
Do you ship to my location? 6
We ship all over the world, including APO and PO Boxes. To see shipping options for your location, add parts to the cart, then select your country and enter your postal code (zip code).

Shopping Cart > Shipping
What shipping methods do you offer? 7
We use several small-package carriers (FedEx, DHL, etc.) as well as mail (USPS, Canada Post, etc.) and truck freight. Economy and expedited methods are available to most destinations.

To view shipping options available for your order, add items to your shopping cart and enter your country and postal code:
shipping cost

Common questions about shipping methods:
Who will deliver my order? "Mail" or "Post" in a shipping method name means your mail carrier (USPS, Canada Post, etc.) will deliver your package. Other shipping methods are delivered by private carriers (FedEx, DHL, etc. -- whichever is most cost-effective based on your location and our warehouse location). Mail carriers can deliver to post office boxes; private carriers cannot.
Is the delivery speed guaranteed? If you choose a domestic shipping method with the word "Express" in the name, your package will be delivered by the date shown in the shopping cart. Delivery speed is not guaranteed for non-express or international shipping methods. See "When can I expect delivery?".
What is “Consolidated” shipping? Consolidated shipping methods reduce shipping costs for international customers by combining multiple orders for customs brokerage. Once in the destination country, shipments are then distributed to local carriers for final delivery. Your package may be delivered by your mail carrier (USPS, Canada Post, etc.) or a private carrier (FedEx, DHL, etc.).
What is truck freight, and do I need a liftgate? Truck Freight is used for shipments too large or too heavy for small-package companies like FedEx (see "Will I have to sign for my package?"). Some truck freight methods allow you to choose "With Liftgate", at slightly higher cost. A liftgate lowers items from the truck to the ground -- useful if you do not have a loading dock and your parts are too heavy to unload by hand.


Shopping Cart > Shipping
Can I ship on my own account?
All RockAuto.com orders are shipped on RockAuto’s account. We pass the discounted rates we receive from our carriers on to our customers.

Shopping Cart > Shipping
How much does shipping cost? 8
Add items to your shopping cart and enter your country and postal code. Click on the shipping drop-down menu to view your shipping options and prices. (You do not need to enter any personal or payment information to view shipping prices.)
shipping cost

Shipping costs reflect the size and weight of the parts, your location, and current carrier rates (including discounts we receive as a high-volume shipper). To minimize shipping costs, choose parts that can ship from the same location. See "Which parts cost least to ship?".


Shopping Cart > Shipping
Do you offer free shipping?
Shipping is never free. Carriers must be paid for their work. Actual shipping costs vary widely depending on what you buy and where you are. "Free shipping" means higher prices to cover the average shipping cost and using profits from some orders to offset losses on others.

We think it makes more sense to set prices low and show what it really costs to deliver your order to you, passing on the cost and savings from decisions you make. To minimize shipping costs, choose parts that can ship from the same location. See "Which parts cost least to ship?"

Shopping Cart > Shipping
Will my order ship today?
Orders ship within one business day unless a delay is noted in the part listing (see "...shipping delayed up to X business days") or you choose a payment method that doesn't process immediately (see "How long will it take to process my payment?"). Business days are Monday through Friday.

Shopping Cart > Shipping
When can I expect delivery? 9
To see estimated delivery times, add parts to the cart, then select your country and enter your postal code (zip code).
when should I expect

Transit times and "Receive by" dates shown are estimates by the carrier and, while usually accurate, are not guaranteed by RockAuto. If you choose a part listed with a delay (see "...shipping delayed up to X business days") or a payment method that doesn't process immediately (see "How long will it take to process my payment?"), add the delay to the shipping estimate for the most accurate shipping time frame.


Shopping Cart > Shipping
Will I have to sign for my package?
For most packages, your signature is not required. The carrier may require a signature if the driver thinks leaving the package unattended may not be safe.

For parts that are shipped by truck freight (large body parts, for example), a signature is required. The carrier will contact you at the phone number provided on the order to schedule a delivery. You must completely unwrap and examine these parts for any damage before signing. If there are damaged parts, DO NOT SIGN for the package - REFUSE it, then report the problem on the Order Status & Returns page.

Shopping Cart > Shipping
What does "Shipping Location A/B/C…" mean? 10
The parts in your shopping cart are not all stocked at the same location. Arbitrary letters A B C trucks indicate which parts can ship together. If you choose parts that are not stocked in the same place, there will be a separate charge for each location. To find parts that can ship together, see "Which parts cost least to ship?"

Shopping Cart > Shipping
What does "May take up to X days to ship due to Destination Address" mean?
A part you chose must be transferred to a location which can ship to you, which takes X days. You may see this message if your shipping address is a post office box (some warehouses don't ship mail) or you are in a different country (some warehouses can't ship internationally). Choosing a different part and/or a shipping address where FedEx can deliver may eliminate this delay.
Checkout Screen > Address and Contact Info

Checkout Screen > Address and Contact Info
I've ordered before, do I have to type my address again? a
Enter your email address and either the order number or postal code (zip code) from a past order, click "Remember Me," and your address information will appear. For your security, we do not store credit card numbers.
remember me

Checkout Screen > Address and Contact Info
Can I ship parts to someone else? b
Yes, uncheck the "Shipping Address" box at the top right of the check out screen.
ship to someone
You may enter any shipping address you like, but the billing address on the order must match your credit card company's records.

Checkout Screen > Address and Contact Info
Why do you need my email address & phone number? c
We send your order confirmation and shipment notification (with tracking numbers) to your email address. We use your phone number to contact you if there is a problem processing your order or if the carrier needs to reach you regarding the delivery of your package.
Checkout Screen > Payment

Checkout Screen > Payment
What payment methods do you accept? d
We offer multiple payment options, including:

  • Discover, Diners Club, MasterCard, Visa, American Express, and PayPal. (These companies pay us in US dollars. If your account is in another currency, they will make the exchange and may charge you a fee)
  • Paper checks (US or Canadian dollars) and electronic checks (US dollars)
  • Canadian customers of the Bank of Montreal, CIBC, Desjardins Credit Union, HSBC, Laurentian Bank National Bank of Canada, RBC, Scotiabank, and TD may use their bank’s online “Bill Pay” service.
  • Interbank (wire) transfers (US dollars, British pounds or euro)
  • Cash (at Wells Fargo branches in the US and BMO offices in Canada)

After your billing address country is selected, see available payment methods by clicking the payment drop-down on the checkout screen.
choose payment

We do not accept COD orders. You will receive an order confirmation email once your order is placed.  The email will explain how to submit your payment if you choose a method other than credit or debit card, PayPal, or electronic check.


Checkout Screen > Payment
How long will it take to process my payment?
We send your order to our warehouse(s) once we receive your payment. Here are the average processing times in business days (Monday - Friday) for each payment option:
Payment Methods Processing Time
Credit or Debit Card Immediately
PayPal Immediately
Gift Certificate or Store Credit Immediately
CIBC Bill Pay 2 business days
€ Electronic Fund Transfer 2 business days
Scotiabank Bill Pay 2 business days
Cash at Bank of Montreal 2 business days
BMO Bill Pay 2 business days
£ Bank Transfer 2 business days
Cash at Wells Fargo Bank 2 business days
PayPal eCheck 3-6 business days
TD Canada Trust Bill Pay
3 business days
RBC Bill Pay
3 business days
Check or Money Order (Paper or Electronic)
< 5 business days
Wire Transfer < 5 business days

Checkout Screen > Payment
How do I use my Gift Certificate or Store Credit? e
Select "Gift Certificate" or "Store Credit" from the payment drop-down, enter your code in the "Code" field, and click "Add Payment". If there is an additional amount due on the order, you will be prompted to enter another payment method for the balance.

Or, if you are logged into your account (see "How do I log into my account?"), click in the payment section to apply your Store Credit.

Store Credits and Gift Certificates expire five (5) years from the date of issue. Purchase Gift Certificates here.


Checkout Screen > Payment
Can I use multiple payment methods on one order? f
Yes (up to four, not counting Gift Certificates/Store Credits). Check the "Split Payment" box, select your first payment method, enter its information and the amount you wish to be applied to it, and click "Add Payment". Then repeat to specify other payment method(s) for the remaining balance.

Your payments will be shown in the "Payments" section. Click remove next to a method if you decide not to use it.

To specify a payment method for the remaining balance (shown in the “Amount” box), choose the method, enter in any necessary information, and click "Place Order".

         

Checkout Screen > Payment
How do I use a discount code? g
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

Or, if you are logged into your account (see "How do I log into my account?"), click the discount code to apply it to your shopping cart.

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.


Checkout Screen > Payment
What's a "Security Code"? h
For a MasterCard, Visa, or Discover, the security code is the last three digits printed on the signature panel on the back of your card.
MC & Visa code
For American Express, it is the four digits printed on the front of the card, above the account number.
Amex code

Enter this code in the "Security Code" box:
security code

Checkout Screen > Payment
What are Verified by Visa / MasterCard SecureCode / Discover ProtectBuy / American Express SafeKey?
Verified by Visa, MasterCard SecureCode, Discover ProtectBuy and American Express SafeKey are extra fraud prevention services provided by credit card issuers to prevent unauthorized, online use before it happens. If your bank participates, you may be directed to another page to confirm your identity, after clicking place order.

If you previously enrolled in your bank's program, the form will ask you to enter your password. You must complete this step to complete checkout. If you do not remember the password, you can click on "Forgot Password."

If you are not enrolled, the message will invite you to activate the service. You may do so (answering whatever questions the bank asks), or choose "Activate Later." Your order will process normally in either case.

RockAuto does not see any information you enter in response to these messages since it is transmitted directly to your bank. This service should work on any Internet-enabled device. However, you need to ensure that Cookies and JavaScript are enabled and pop-up blockers are disabled on your computer first. This may not be possible on some mobile devices. For more information, visit Verified by Visa Info, MasterCard SecureCode Info, Discover ProtectBuy Info, and American Express SafeKey Info.

Checkout Screen > Payment
Where do I find my bank routing and account numbers?
Your routing number is the nine-digit set of numbers printed on the bottom-left of your checks.

Your account number is usually the set of numbers just to the right of the bank routing number (although on some checks the check number will be printed between the routing and account numbers).
Check image

Checkout Screen > Payment
Will I need to pay duty or tax when my package is delivered?
If tax is identified by name (GST/HST in Canada, VAT in the EU, etc.) on your order, we will pre-pay it (and any applicable import duties) for the package to which it applies . The carrier will deliver that package with no additional charges. Our tax ID will appear on your order confirmation so you may reclaim input tax if you resell the product, and we will refund the tax if you return the product (import duty cannot be refunded).
duty tax

If we are not tax-registered in your country, you own the package when it leaves our warehouse. We offer a "Pre-Pay Customs Charges" option when possible – you pay us, we pay the carrier, the carrier pays the customs authorities and delivers your package with no additional charges. Check this box and duties and taxes will be added to the order:
duty tax

The "Pre-Pay" option is offered as a convenience to international consumers, but no tax ID will appear on our invoice so you won't be able to claim what you paid us as "input tax" (nor will it be refunded if you return your purchase). Business customers may prefer not to pre-pay tax and to pay the carrier instead (since the carrier's invoice will contain a local tax ID to support "input tax" claims). Enter your tax ID number and we'll pass it to the carrier to help ensure proper credit for taxes they collect from you. Carriers may charge additional "advancement fees" to handle these payments.
duty tax

If no "pre-pay" option appears for part of your order, please contact the carrier or your local customs office before placing an order to ask what charges may apply.

If your order involves several packages, some shipped with carriers who allow duty/tax prepayment (e.g. FedEx) and others shipped with carriers who don't (e.g. Mail), we will pre-pay the former for the packages they deliver but you may be asked to pay charges at delivery by the latter.

Checkout Screen > Payment
What if I'm tax exempt?
If tax appears on your order that is not an "input tax" you can reclaim, check the "tax exempt" box on our check-out page:
duty tax

Your order will process but will not ship until you provide us documentation of your tax-exempt status. A link to the relevant form will appear on your confirmation for you to complete (unless we already have one from a recent order you placed).
























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