Problem with an order?

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Trouble Placing an Order

Your business is important to us. If you are receiving an error message or having other difficulties completing an order at, please read through the suggestions below.

Unsure if your order went through? Sometimes an order will be successfully submitted even if there appears to be an error on the last step of the checkout process. Before attempting to place the order again, please click on "View Order History" in the Manage Your Account Box to see if the order was successfully placed.

Can't add items to Shopping Cart. You have to be logged in to in order to add items to your shopping cart. If you are having trouble logging in because of an invalid password, click on "I forgot my password" directly under the login boxes and we'll confirm your password by email instantly. If you are logged in, be sure that you have selected the quantity and size / color options of the item you would like to purchase before clicking "Add to Cart".

Error message on Credit Card Information page. Make sure that you have selected the correct credit card type and expiration date from the dropdown boxes. Verify that the credit card number was entered correctly, without any spaces or dashes. If you are using a new (or recently reissued) credit card, please be sure that you have activated the new card before entering it into the order form.

Errors with Shipping and Billing Address information. Please be sure to enter your complete shipping and billing address information as it appears on your credit card statement. To verify your ZIP code, visit

Page keeps looping back or is not updating. If you are being looped back to the same page in the shopping or checkout process, or if the page is not updating when you make changes, your Web browser may be caching, or storing, an old copy of the page. You can force your browser to update the page by holding down the Shift key on your keyboard and simultaneously clicking the Reload or Refresh button on your browser.

System Error. These errors usually occur for only a short time. Please return to our Web site and try again later.

Other troubleshooting tips: If your problem is not listed above, it's possible that one of these suggestions may help:

Refresh the page. If a page loads only halfway or takes a very long time to load, clicking the "Stop" button at the top of your browser and then clicking "Reload" or "Refresh" often solves the problem.

Clear your cache. Most Web browsers temporarily store a local copy of every page you visit. Clearing your cache deletes those files and makes room for new ones. Go to the "Cache" or "Temporary Internet Files" option on your browser (on Netscape, go to "Options" and choose "Network Preferences"; if you use Internet Explorer, go to "Tools" and choose "Internet Options"), and delete the files stored in your cache.

If none of these suggestions solves your problem, please contact the Customer Service Team by clicking on the Live Support button or service email links at the bottom of the page - we'll be happy to help you. When sending us an email concerning difficulty placing an order, please include as much information as possible, including:

What point in the ordering process is causing you trouble?
If you are receiving an error message, what does it say?
What items are you trying to order?

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Need to Cancel an Order

If you need to cancel an order (or a part of an order), contact us through the Live Support link at the bottom of the page or send an email to [email protected]. Please be sure to provide us with the order ID! works extremely hard to fill orders in the shortest amount of time possible. Orders for OEM parts may be cancelled with no restocking fee within one hour of being placed. After one hour, cancelled orders for OEM parts are subject to restocking fees of 20% of the merchandise value. Orders for all other parts may be cancelled with no restocking fee provided the order hasn't already entered the shipping process!

Why does charge restocking fees on cancelled OEM parts orders? We return all cancelled OEM parts to the manufacturer and in doing so face two charges: the cost to return the item to the manufacturer and a restocking fee charged to us by the manufacturer. will cover this return shipping expense but we pass on a portion of the restocking fee charged to us by the manufacturer.

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Combining Orders / Adding Items to Your Shopping Cart

Unfortunately orders cannot be combined nor can items be added to an existing order. The system automatically routes orders to our suppliers based on their previous performance. This means that two orders from the same customer placed seconds apart may actually be routed to and filled by two different suppliers. We cannot add parts into an existing order because does not store credit card data online for security purposes.

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I Received My Order and Something is Missing

Be sure to thorougly check all packing materials for small parts! Also, please check the Order Information Sheet included with your order to verify that all items have shipped. The Order Information Sheet will indicate (as of the time the package was shipped) if an item has not shipped because, for example, it is on backorder from the manufacturer or has been discontinued. For real-time status updates, please login to your account click "View Order History" from directly under your name on the left side of the screen. You will be able to see every order you have placed with along with the up-to-the-minute status of each item ordered. There are six different status designations for each item you've ordered:

  1. Pending – the item has been ordered from the manufacturer or supplier and we are awaiting confirmation that it is available.
  2. On Order – the item is in transit from the manufacturer or supplier.
  3. Shipped – has already shipped the item to you!
  4. Cross-Shipped – the item is not available from the manufacturer or supplier’s main US warehouse but is in transit from an alternate warehouse. This will usually add 1-4 business days to our normal order fulfillment time. will wait for cross-shipped items before shipping your order.
  5. Backorder – the item is currently out of stock in all of the manufacturers’ US warehouses but is still in production and is therefor not considered to be discontinued. will ship all non-backordered parts as soon as possible and will ship the backordered item - when it arrives from the manufacturer - by ground service at no additional charge. If the backordered item does not arrive within 25 days, it will be cancelled from your order.
  6. Not Available – the item is no longer in production and has been discontinued by the manufacturer. isn't able to acquire discontinued parts! will sometimes ship orders in more than one package to ensure the fastest possible fulfillment (note that you will only be charged for shipping once!). The View Order History Page will show all tracking information for each order, and will indicate when an order has been shipped in multiple packages by displaying the FedEx or USPS tracking numbers corresponding to each item shipped.

If an item has been marked shipped and was not included with the package you expected it in, please contact us by clicking on the Customer Service links at the bottom of the page and we will be happy to resolve the problem.

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Incorrect Items Ordered or Received

Didn't receive exactly what you expected? Don't worry - the Customer Service Team is here to help! Keep in mind that manufacturers sometimes supercede a part with a compatible item that has a different part number - this is fairly common when ordering OEM parts for older machines.

Sometimes parts are mislabeled by the manufacturer, or an error is made by or one of our suppliers in filling your order. In such cases, we will at your option either issue a complete refund to your credit card or reship your order at no expense to you. We will also send you a shipping label to return the incorrect item. Please contact us through Live Support or the Customer Service Email link at the bottom of this page.

If you received something you no longer need or ordered in error, please see our Return Policy. Many items can be returned to with no restocking fees.

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Customer Service Contacts

We do our best to answer all the frequently asked questions in the topics outlined above. If your question hasn't been completely addressed, use the links below to contact our customer service department.

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