Frequently Asked Question

Orders

If your order contains a large number of items that require multiple packages, a special order item with a unique shipping date, or items that are shipping from different facilities, there is a chance that they may be shipped separately. Rest assured that you will receive notification of separate shipments once your order has been processed.

In the unlikely event that you are unable to locate your package, we have a process in place to assist you. If your delivery date has passed or the tracking number shows that the package has been delivered but you have not received it, you have 30 days from the delivery date to report the issue. Before contacting our customer service team, we recommend that you take the following steps:

Contact the appropriate shipping company to confirm the accuracy of the tracking information on their website.
Double-check the immediate area near your mailbox or front desk.
Check with your neighbors or anyone who may have signed for the package.

Once you have completed these steps, please contact our customer service team for further assistance. We are committed to ensuring that our customers receive their orders in a timely and efficient manner, and we appreciate your patience and understanding in these rare instances.

We would like to inform you of our policy regarding returns and issues with installed items. Please note that we do not accept any installed items for returns or issues. In the event that you encounter any issues after installation, we kindly ask that you contact the manufacturer directly.

Furthermore, we require that any wrong, damaged, or defective merchandise be reported within 30 days of your order’s delivery date. Failure to report any issues within this timeframe may result in our inability to process your request.

To ensure a smooth and efficient process, we recommend that you contact our customer service team prior to installation and explain the issue. Please provide all relevant details, photos if possible, or any documentation confirming the error. Our Customer Service team will then advise on the appropriate resolution based on your situation, which may include a denial of your request, instructions for returning the item, or a decision on whether you will receive a replacement item or a refund.

It is important to note that all original products and packaging materials must be provided in order to fully process a claim. Please do not discard any of the parts or packaging, as these items will be needed in order to qualify for a return and/or replacement shipment.

If you are reporting a lost or missing item/package, please note that it must be reported within 30 days from the delivery date. We kindly ask that you complete your due diligence in locating the item/package before contacting our customer service team. If you are still unable to locate the order or item, our team will assist you with the best resolution for your situation.

Thank you for your understanding and cooperation. We strive to provide the best possible service to our customers and appreciate your business.

In the event that circumstances arise that require you to cancel or modify your order, please do not hesitate to contact our customer service team. Each request will be reviewed independently to ensure that we provide the best possible service to our valued customers.

Please note that cancellations will incur a fee of 30% of the original purchase price. This fee is non-negotiable unless approved by management. It is important to understand that these fees are charged directly from the vendor and credit card processors and reflect the costs we incur to process your original transaction.

For special-order or custom-built items, it is important to note that they cannot be cancelled or modified once the order has been placed.

If your order is already in processing or has been shipped, you will need to follow our return process in order to obtain a credit for the purchase.

Please be aware that once an order has been shipped, it cannot be canceled. If the order is refused or returned, it will be subject to a restocking or processing fee when refunded.

We understand that unforeseen circumstances can arise, and we are committed to working with our customers to ensure that their needs are met to the best of our ability. Please do not hesitate to contact us if you have any questions or concerns regarding your order.

We take pride in providing our customers with a seamless and efficient ordering process. To ensure that your order is processed promptly, we require payment and verification of all shipping and billing information. While this process is typically automated, there may be rare instances where it could take up to five business days.

Once your order has been approved, processed, and shipped, we will promptly send you any relevant tracking information via email. Please note that it may take up to 24–48 business hours for your tracking number to become active.

We work with multiple shipping carriers to ensure that your order is delivered to you as quickly and efficiently as possible. As a result, we cannot guarantee which carrier will be used to deliver your products, and your order may be shipped in multiple packages from different carriers. Additionally, most items we ship will require a signature upon delivery to ensure that your car parts arrive safely and securely.

We understand that receiving your car parts is an exciting moment, and we want to ensure that your experience with us is nothing short of exceptional. Thank you for choosing our company for your automotive needs, and we look forward to serving you in the future.

Products

We strive to maintain an accurate and up-to-date inventory of our products. However, due to the high demand for our items, there may be instances where certain products sell out faster than we can replenish them. In such cases, we encourage you to contact our customer service team for any stock inquiries prior to making a purchase. Our team will be more than happy to assist you in checking the availability of the product you are interested in.

For customers who have already made a purchase, rest assured that we will review your order to confirm the availability of the item and provide you with shipping expectations once the order has been processed. We understand the importance of keeping our customers informed, and we will communicate any updates or changes to ensure that we fulfill our promise to you.

In the event that your order contains a mix of available and unavailable items, please note that Dirty Racing Products reserves the right to split your order into multiple shipments without prior notification. However, should any issues arise, our dedicated customer service team will promptly contact you to address any concerns.

We take pride in providing our customers with the highest level of service and support. If you have any questions or concerns, please do not hesitate to reach out to us. We are committed to ensuring your satisfaction with every purchase you make from Spare Part Express Products.

At Our Products, we are committed to providing our customers with the best possible prices. That’s why we offer a 2-day price match guarantee program from the date of purchase. We understand that finding the best deal can be time-consuming, so we’ll do the research for you and match the product prices of key online and local competitors.

Our customer service team is dedicated to ensuring that you receive the best possible service. They will verify the product/price is in line with our policy and assist with providing the applicable discount if it validates appropriately. To help us complete the validation process, please provide all necessary information, including the URL to the product, a description of the item, and the company name.

Please note that Our Products has the final decision on matching an online price and reserves the right to limit requests to reasonable quantities. We also have some limitations in place to ensure that we can provide the best possible service to all of our customers.

For example, the item must be identical in size, model, quantity, brand, color, etc. It must also be in stock at the online retailer’s website and on sparepartexpress.com at the time of the price match request. Additionally, it must not go below the applicable MAP (minimum advertised price) limitations set by vendors. Our Price Match Guarantee covers new items (excluding clearance and open-box items), and we will price match one item per customer per day. We will not offer rain-checks for items that are not currently in stock.

There are also some exclusions to our policy, including competitors’ non-verifiable prices or websites, out-of-stock items, custom or special order products, discontinued, used, refurbished, clearance, closeout, or damaged merchandise, competitors’ credit terms and finance offers, price matching on free items or bundle offers, competitors’ coupons, including percent-off and dollar-off, pricing from bid and auction websites, or those requiring memberships, items previously purchased from DRP (outside of the 7-day Price Match

We take pleasure in providing top-notch goods backed by a manufacturer’s warranty. We are a distributor/reseller and do not make these parts ourselves, it is vital to mention this. As a result, any warranty claims must be submitted directly to the product’s original manufacturer.

It is important to note that every manufacturer has different guidelines for managing warranty claims. If you have any questions about this process, our customer support team is always here to help. We’re dedicated to giving you excellent service, and we’ll try our best to help you complete the required procedures.

We are aware that dealing with warranty claims might be difficult, but you can rely on us for support. If you need any help, don’t be afraid to get in touch with us. We cherish your patronage and are committed to making sure you’re happy with our goods and services.

Rest assured, we have you covered! With access to over 1,000 parts, we are confident that we can provide you with the specific part you are looking for, even if it is not related to Subaru.

While not all of our parts are listed on our site, our customer service team is ready to assist you in finding the exact part you need. To ensure availability and pricing, please provide us with as many details as possible. If you already have a link to the part, please include it in your request for a faster and more efficient process.

Our team is dedicated to providing you with the best possible service, and we will do everything in our power to get you the part you need. Don’t hesitate to reach out to us for all your automotive needs.

Shipping

Please be advised that shipping prices are determined by several factors, including the shipping location, the quantity of items ordered, the selected shipping method at checkout, and the type of item(s) ordered.

It is important to note that selecting an expedited shipping method will only expedite the transit time of your package once your order has been shipped from our facility. It will not affect the time it takes for the items to become available.

Please be aware that each item purchased requires a specific processing time in our warehouse before it can be shipped. The processing time varies for each item. Transit time begins once the order has completed this processing time and has been shipped from our facility. The delivery expectation also varies based on the shipping method selected at checkout.

Depending on the item(s) purchased and the shipping address, different shipping methods will be available at the final step of checkout. Each shipping method has its own restrictions and charges that will be applied to your order. It is important to note that all shipping methods in other countries are trackable to the destination address.

We strive to provide our customers with the best possible shipping options and services. If you have any questions or concerns regarding shipping, please do not hesitate to contact us. We are always happy to assist you.

As a company, the decision to ship spare parts products internationally depends on various factors such as customer demand, cost-effectiveness, and customs regulations. While expanding the customer base globally can increase revenue and market share, international shipping can come with additional expenses such as taxes, duties, and freight charges. Furthermore, different countries have unique customs regulations that can impede the smooth flow of goods.

It is therefore essential for companies to study thoroughly the potential markets, establish a cost-effective shipping process, and adhere to international laws and regulations to ensure customer satisfaction and profitability.

Supply Chain Issues May Cause Potential Delays

The automotive industry is still grappling with the aftermath of the pandemic. The global supply chain has been disrupted due to various factors, such as labor and material shortages, affecting all stages of production, transportation, manufacturing, and distribution.

While not all orders will be affected, we want to be transparent and inform you that some orders may experience longer processing times than usual. As a small business, we value your continued support and appreciate your understanding during these challenging times.

At DRP, we are committed to fulfilling your purchase as promptly as possible, given the current circumstances. If you have any questions or concerns, please do not hesitate to contact our customer service team via email.

Thank you for choosing to shop with us. Your patronage has made a significant impact, and we are grateful for your loyalty.

Returns

Thank you for considering a return of your order. We understand that sometimes things don’t work out as planned, and we want to make the process as smooth as possible for you.

Our return policy allows for returns within 30 days of receiving your item, but please note that some vendors may have different policies that could impact your request. Additionally, most returns or exchanges will incur a restocking fee ranging from 5% to 20%, depending on the product.

To be eligible for a return, your item must be in the same condition as when you received it, unused and uninstalled, with all tags, and in its original packaging. You will also need to provide a receipt or proof of purchase.

To initiate a return, please contact us. If your return is accepted, we will provide you with instructions on how and where to send your package. Please note that items sent back to us without prior authorization will not be accepted.

It is important to remember that returned items must be in their original condition, unused, uninstalled, and with no signs of damage or wear. Your returned item(s) will be subject to inspection and approval upon arrival before your refund is processed.

Once your return has been processed, it may take up to 2–7 business days for your refund to reflect on your account statement. You will receive a confirmation email once this is completed. Please note that original shipping fees will not be credited back.

If you receive a damaged or incorrect item, please contact our customer service team via email. We will provide you with instructions on how to properly resolve the situation.

Refused or undeliverable orders that are returned to us will be refunded upon arrival, excluding the original shipping fees.

Please be aware that all returned items will be inspected upon arrival and may be declined for one of the following reasons: the return is outside of the return timeframe, the item appears used or installed, the item is non-returnable (customized, final sale, clearance, etc.),

Prior to shipping, authorization for the return must be obtained. To obtain an RMA number (return merchandise authorization), kindly reach out to our customer service team. Once the return instructions have been provided, we kindly request that you ship the item back to us as soon as possible and provide the tracking number to our Customer Service Team.

Please be advised that the customer is responsible for all shipping fees, and returns are subject to a restocking fee based on the type of product.

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