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.
In the Order Look-Up section of our Order Status & Returns page, enter the email address used on your orders and click . A list of your most recent orders will be sent to that email address.
To see your complete order list, log into your account (see "How do I log into my account?"). If you don't have an account, it's quick and easy to create one (see "How do I create an account?")! All your past orders placed with the same email address will be automatically linked to your account.
On your account page, you can also search your orders by part category, vehicle or other criteria to help you locate a particular order or part! For more information see How do I search my order history?.
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.
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.
Change requests are final. If you requested to change the quantity of a part or cancel a part of your order, we cannot undo that change. If you change your mind, you can place a new order for the additional parts on RockAuto.com.
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.
We cannot add parts to an order once it is placed. If your order hasn't shipped, you can submit a cancellation request by visiting our Order Status & Returns page (see How do I cancel my order?), then place a new order with all the parts you need.
Otherwise, please place a new order on RockAuto.com for any additional parts that you need.
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.
If there is already information in the box, you can erase it and add your discount code. If the field is grayed out, that means you already have a valid code applied to your order or your order has already shipped. Once any part of your order ships, you are no longer able to make changes to it.
If you've already placed an order: Log into your order on the Order Status & Returns page (see How do I view an order?). If your order has not shipped and you have a valid store credit code on file under your billing email address, you will see an "Apply a Store Credit" button under your billing address:
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.)
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".
…contact customer service about a problem with my order?
RockAuto is a completely online company. We do not have a customer service phone number to provide assistance over the phone. All of our customer service resources are available 24/7 online! Online self-service ensures consistent quality and keeps our prices low for you!
To check an order status, make a change, set up a return, or report a problem with your order, visit our Order Status & Returns page.
These Help pages will answer all your questions related to finding parts, shipping, placing an order, and how to do something to your order after it's been placed. Navigate to the relevant section by clicking the appropriate tab at the top of this page. You can also search for an answer to your question using the search bar near the top of this page.
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. When there's a balance due on your order, you'll see the amount due and have the opportunity to enter payment information.
If you'd like to cancel the entire order, click "Cancel Order" under the yellow 'Awaiting Payment' bar. If you'd like to cancel only some 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.
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." If you see multiple authorizations on your account, but only received one Order Confirmation, it likely means you had previous order attempts that were not successful and for which RockAuto will not charge you. Pending authorizations are temporary holds by your bank, not RockAuto, and your bank is responsible for releasing the funds back to you.
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.
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.
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?"
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?").
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?").
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.
...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.
...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.
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 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.
…the card you refunded is expired/no longer in service!
We are required to refund the exact card you used to pay for the order. We cannot change the refund location. If you'd like, before the refund is issued, you can change your refund type to Store Credit on the Order Status & Returns page. Otherwise, if your card has since expired, or the account has been closed, you will still be able to obtain your refund.
If you are using the same financial institution, the refund should be automatically routed to your new card. If you've changed banks or financial institutions, your original one will be able to locate the refund and either route the funds to you or cut you a check.
If you don't see your refund posted in 2-3 business days after we issue it to you, please contact your card issuer for more information and additional assistance.
Why do I have to wait for a solution after starting a trace on my lost package?
We need to give the carrier time to locate your package. More often than not, within that allotted time (often within a couple of days, though some carriers require longer investigation periods), the package will be found and delivered to you.
If you do receive the package, please visit the Order Status & Returns page and select the green "I Have Received This Part" button to let us know.
If you still have not received your missing package on or after the date listed on the Order Status & Returns page, return to that page and report that you have not received it. Then you'll be able to choose your desired solution: a replacement package or a refund.
Click "Arrange a Return / Report a Problem" next to the part to be returned.
Specify the quantity being returned, and the reason for the return.
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.
If we charged you a core charge on a part, you will see an "Arrange Core Return" button next to the part. Click the button and follow the prompts to set up your return.
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.
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.
If our 30 day return period has passed, but your part is still covered under warranty, click "Request Warranty Replacement."
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.
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?).
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.
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:
If you have multiple items that you are returning, click the checkbox next to each item that can fit into one shipping box, then click the "Get a Return Shipping Label From Us" button and click "Yes" to generate the label.
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.
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.
Another reason it could be blank is because electronic labels expire and disappear after several weeks. You can still use a printed copy, but if you've not yet printed the label, you may generate a new one online so long as your return instructions have not expired. You will not be charged for unused or expired labels as long as they remain unused.
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:
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).
If you sent back multiple packages and you purchased the labels from the Order Status & Returns page, we may deduct the cost of all labels from the first refund that is issued. When your remaining refunds are issued, they will not include any return shipping label deductions.
Every part we sell may be returned within 30 days for a refund of the part price with the exception of liquids that have been opened (oil, paint) and Gift Certificates. 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.
For orders placed in the last 30 days, click 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:
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.