Customer Service

Thanks for choosing Cart Parts USA! We appreciate your business. Our goal is to provide you with the BEST customer service possible. Please review our most frequently asked questions for answers to our most commonly requested information. If you would like additional information, please let us know.

FAQ’s

Ordering Online

SECURITY:
Using your credit card to shop with Cart Parts USA is secure and safe. We Guarantee it!

We use the most up-to-date, industry standard secure server software (SSL) to safely and securely process your credit card transactions with us.

The (SSL) encrypts all of your information into unrecognizable code which is securely transmitted to us. The encrypted code reaches our secure server, at which time we translate it to its original format. We store it off-line so it is NOT accessible through the internet. All credit card transactions also go through an address verification process to ensure your security.

We want you to have a worry-free and secure shopping experience with us.

DOES CART PARTS USA ACCEPT PHONE ORDERS?

Sometimes you just want to speak to a person to complete your order, so feel free to call us at 1-855-912-6404.

For Phone Orders: Please call Monday thru Friday 8:30 a.m. to 5:00 p.m. Central time.

To Reach Customer Service: Please call Monday thru Friday 10:00 a.m. to 3:00 p.m. Central time.

YOUR PAYMENT OPTIONS:

Credit Cards: We accept American Express, Discover, Mastercard and Visa credit cards. At the time of your order, we get authorization from your credit card provider but we do not actually charge your account until your items ship. The authorization may appear temporarily on your statement but will usually go away in 24-48 hours.

PayPal: When ordering online you may use your PayPal account by clicking the PayPal button as you check out.

Checks: You may prefer to pay by check and we accept both personal and business checks. However, your items will not ship until your check clears. Checks usually take 5 to 7 business days to clear. Please email info@cartpartsusa.com to confirm the total of your order including shipping before you mail your check. Please mail checks payable to Cart Parts USA and include your order number along with any specifics like sizes, colors, quantity, etc.

ORDER STATUS:

Once you place an order with us, you will receive a confirmation email from us with a link to track your order. When your order ships, you will receive another email with your updated status.

ORDER CONFIRMATION:

If you do not receive an email confirmation within 10 minutes, please check your “junk” mail folder. If no confirmation is received, you may have typed your email address incorrectly so please send another email to info@cartpartsusa.com and we will verify your order and resend confirmation and tracking information.

SALES TAX:
We are required by law to collect sales tax on orders shipped to Florida addresses, which will be itemized at checkout. No sales tax will be charged for orders shipped to addresses outside of Florida.

PRICE MATCHING:

We price match on most products. We reserve the right to decline to price match but in most cases, we will honor price matches with other websites.
For price matching, the following rules and conditions must be met:

1. If you find a lower price on another website, the product must be in stock and ready to ship. We do not honor price matches on backordered items.
2. The product in question must be the exact same item you wish to order from us. Same year, model, size, color, etc.
3. The product must be current year. We do not price match on previous years closeouts, blemished or scratch and dent items, etc.
4. Promotional codes and coupons may not be used with price matched items.
5. Shipping will be matched as well. In the event the lower priced site has more expensive shipping charges.
6. The product must be available to order. Advertisements online are not honored unless the product can be ordered through a secure server with a functioning shipping cart.
7. You must complete the price match before placing your order with us. We will not price match on items that have already been shipped and/or ordered.
   • Items must be returned in their original condition and packaging with all tags, inserts and instructions.
   • We do not accept returns on customized products including, but not limited to custom colors, sizes, finishes, upholstery, etc.
   • All returns are subject to our terms of use.
   • All returns must be packed with enough packaging to protect the contents. Items damaged due to poor packaging will not be accepted for returns or credits.

We price match over 99% of the time, so if the product meets the above guidelines, give us a call and we will let you know if we can price match it for you.

SHIPPING INFORMATION:

Please open and inspect your package as soon as you receive it. If you have questions about your shipment, call 1-855-912-6404, no later than the next business day.

WHERE WE SHIP:

We currently ship all of our products to the Continental USA. We ship most of our items to Alaska, Canada, Hawaii and Puerto Rico as well. If you require international shipping, email info@cartpartsusa.com so we can provide a quote on estimated arrival time and shipping costs.

DELIVERY TIMES:

We are not responsible for unavoidable shipping delays due to billing/credit card problems, order changes made after your order has been placed or product availability delays. When we receive your order, your credit card information matches the information you supplied and the inventory is in stock, here is what to expect:

FedEx/UPS Ground: If you place your order Monday through Friday before 1 p.m. Central Time, your order will usually ship within 1 to 2 business days. FedEx/UPS pick up at days end throughout the week so the following day is considered day one of shipping. To estimate how long it will take to receive your shipment, you can email us at info@cartpartsusa.com. Please include your zip code as well as the items to be shipped and we will email you a response. Emails are answered in the order they are received.

FedEx/UPS 2nd Day Air: If you place your order Monday through Friday before 1 p.m. central time, your order will be shipped the same day. FedEx/UPS pick up at days end throughout the week so the following day is considered day one of shipping. Your order should be received in two days from day one of shipping.


FedEx/UPS Next Day Air: If you place your order Monday through Friday before 1 p.m. central time, your order will be shipped the same day. FedEx/UPS pick up at days end throughout the week so the following day is considered day one. Your order will arrive the next day if it is placed before 1 p.m. central time.

*Exceptions: FedEx/UPS does not pick up or deliver Saturdays, Sundays or major holidays. Those days are not considered shipping days. Please consider this information when counting your shipping days.

** We are not responsible for Fedex/UPS performance. Once a package is shipped it is out of our hands. To file a claim for a package that was lost or damaged, contact our shipping department and we will file the claim on your behalf. UPS only guarantees and accepts claims for fast shipments and not ground shipments. Also, they do not guarantee all shipments during major holidays. Visit www.ups.com for more information.

SHIPPING CHARGES:

Every item we carry has the weight and zip code of origin in our system. Our site calculates shipping with UPS Live Calculator by providing your zip code, the system will calculate the tru UPS cost for shipping your order to your address.

DELIVERY METHODS:

Most items are shipped FedEx, UPS or U.S. Postal Service. Oversize items may require specialty freight carriers.

FREIGHT SHIPPING:

Some larger items may require shipping by freight trucks. There are extra charges for freight shipping to a residence. Contact us for a quote on larger items like bodies, tops, etc. Also FedEx/UPS charges additional fees for oversize packages such as rear seats, wheels, tires, etc. We will contact you prior to shipment if additional freight charges are required.

EXCHANGES AND RETURNS:

Please open and inspect your package as soon as you receive it. If you have questions about your shipment, call 1-855-912-6404 no later than the next business day.

RETURNS:

We want you 100% satisfied with your purchase from Cart Parts USA. If for some reason you are not happy with your order, you may return it within 15 days for a refund of the purchase price, less shipping fees. We require that you pay to ship the item back to us.


TO MAKE AN EXCHANGE:

To make an exchange with us, you may return the item to be exchanged (please see our return policy) and place an order for the item you would like in place of the returned item. We will process your order and ship the item to you. When we receive the returned item, we will refund the amount, less shipping to your account.

RETURNS AFTER 15 DAYS:

After our 15 day product return policy, there will be a 20% restocking fee deducted from your return credit.

PRODUCT DAMAGE:

If your product arrives damaged, contact us immediately or refuse delivery of the package. If the shipper damaged the package in transit, they are liable and will return the package to us at no cost to you. If the package was left at your door and you could not refuse delivery, then please hold on to the package for 5 to 10 days so we can file a claim with the carrier. If the packaging is ok, but your item inside has been damaged, you must report it to us within 3 business days so we can file a claim. Some items are covered by a manufacturer’s warranty which requires items be return to them for replacement or repair so please contact us so we can issue a return authorization number (RMA). We will also mail or email you a return label for the broken item. We will ship you a replacement at no extra charge.

IF YOU RECEIVE THE WRONG ITEM:

Contact us and we will issue a RMA#. Returns will not be accepted without an RMA#. We will send you a return label so you can return the wrong item at no charge. We will then ship you the correct item right away. (If the correct item is out of stock, you will have the option of choosing an alternate item or cancellation of your order).

IF YOU ORDER THE WRONG ITEM:

Mistakes happen! Let us know which product you need in exchange of the ordered item or if you would like a refund or credit. We do not offer cash refunds and only the credit card used or PayPal account used to place the original order will be credited back.

EXCEPTIONS:

Special order or custom products are not returnable unless there is damage due to shipping or by our error.

*No Electrical Parts Are Returnable. Including but not limited to electric motors, speed controllers, any type of electrical switches, solenoids and relays, electronic circuitry, state of charge meters, battery chargers, gauges, horns, speedometers, diodes, coils voltage regulators, igniters, starter generators, etc. Unless they are covered by an expressed written manufacturer’s warranty. We extend no warranty on electrical or electronic components beyond the manufacturers written factory warranty.

Cart Parts USA will not be held responsible for any labor costs which result from the installation or wrong or defective parts or correct parts installed in a manner other than consistent with the instructions in the appropriate service manual.

TO RETURN AN ITEM:

Contact us at info@cartpartsusa.com or call us at 1-855-912-6404 within 15 days of receipt of your order and request an authorization (RMA#) and instructions for return. Do not return anything without a RMA# or your package may get lost in the warehouse. We are not responsible for items return without an RMA# issued by Cart Parts USA.

We accept authorized returns within 15 days of receipt of your item as long as the item is unused, in the original packaging with all labels, tags and inserts. The item cannot be damaged by incorrect installation or disassembly. We are not responsible for installation errors. Please allow 1 to 2 weeks processing once we receive your return item.