Rockauto Return Policy

If you’ve ever ordered car parts online, you know the return process can be a headache. Understanding the RockAuto return policy before you click “buy” is the smartest move you can make to protect your time and money. This guide breaks down everything you need to know, from restocking fees to return windows, in simple, clear language.

RockAuto is a fantastic resource for affordable parts, but their return rules are strict. We’ll walk you through the exact steps for a successful return, highlight common pitfalls to avoid, and explain how to get your refund or exchange handled smoothly. Let’s get started.

The core RockAuto return policy is built on a few key principles. First, returns are generally accepted within 30 days of the ship date. Second, most returns are subject to a restocking fee. Third, you, the customer, are responsible for the return shipping costs. It’s not the most lenient policy out there, but knowing the rules helps you shop confidently.

Always double-check your part numbers before ordering. The most common reason for returns is simply ordering the wrong component. RockAuto’s catalog is huge, and models often have multiple variations. A quick verification against your old part or your vehicle’s VIN can save you a major hassle later.

Key Points of the Return Policy

Before we dive into the step-by-step process, here are the essential facts you must know.

Return Window: You have 30 days from the ship date to initiate a return. The clock starts ticking when the item leaves their warehouse, not when you receive it.
Restocking Fees: Most items have a restocking fee, typically between 15% and 25% of the item’s price. This fee covers the cost of processing the return and restocking the item.
Return Shipping: You pay for the cost to ship the item back to RockAuto. They do not provide pre-paid return labels for standard returns.
Condition: Items must be returned in new, resalable condition. This means original, unopened packaging with all manuals, hardware, and wrappings intact.
Core Charges: If you returned a part with a core charge (like an alternator or brake caliper), you must return your old core separately and within the specified time frame to get your core charge refund.

How to Start a Return with RockAuto

You cannot just box up a part and mail it back. You must first get a Return Merchandise Authorization (RMA) number from RockAuto. Here is the step-by-step process.

Log into Your Account: Go to the RockAuto website and log into the account you used to place the order.
Find Your Order: Navigate to “Order Status & Returns” in your account menu. Find the specific order containing the item you wish to return.
Initiate the Return: Click the “Return” link next to the item. You will be asked to select a reason for the return from a dropdown menu.
Get Your RMA: After submitting the reason, RockAuto will generate an RMA number and provide return instructions. You must write this RMA number clearly on the outside of the return box.
Package the Item Securely: Pack the item in its original packaging with all accessories. Include a copy of your packing slip inside the box.
Ship the Return: Use a trackable shipping service (like UPS, FedEx, or USPS) to send the package to the address provided with your RMA. Keep your tracking number safe.
Wait for Processing: RockAuto will process your refund once they receive and inspect the item. This usually takes a few business days after arrival.

What Happens If You Don’t Follow These Steps?

If you ship an item back without an RMA number, it will likely be refused at the warehouse or get lost in their system. This can lead to long delays or even a complete forfeiture of your refund. Always, always get that RMA first.

Understanding Restocking Fees in Detail

The restocking fee is often the most frustrating part of the policy. It’s not a penalty, but a standard practice for many auto parts retailers. Here’s how it typically works.

Standard Items: Expect a fee in the 15-25% range. The exact percentage might be shown during the return initiation process.
Special Order Items: Some parts, especially those not commonly stocked, may have a higher restocking fee, sometimes up to 50%.
Items That Cannot Be Resold: If you return an item that is opened, used, damaged, or missing parts, RockAuto may refuse the return entirely or only offer a partial refund much lower than you’d expect.

To minimize or avoid restocking fees, your best bet is to ensure you’re ordering the correct part from the start. Use their part number interchange feature and consult your vehicle’s manual if your unsure.

Return Shipping: Your Responsibility

RockAuto does not cover the cost of return shipping. This is a fixed part of their policy. When choosing a carrier, consider both cost and tracking.

Compare Rates: Use online tools to compare UPS, FedEx, and USPS rates for the package size and weight. Ground shipping is usually the most economical for heavy auto parts.
Tracking is Non-Negotiable: Always purchase a service that includes full tracking. This is your only proof that the package was delivered to RockAuto’s warehouse.
Insurance: For expensive items, consider adding insurance to your return shipment. This protects you if the package is lost or damaged in transit back to them.

Exceptions and Special Cases

Not every return follows the standard script. Here are some special situations and how the policy applies.

Defective or Incorrect Parts

If RockAuto sent you the wrong part, or if the part you received is defective (DOA – Dead On Arrival), contact them immediately. In these cases, they will often cover the return shipping costs and waive any restocking fees. You still need to follow the RMA process, but be sure to select “Defective” or “Incorrect Item Shipped” as your reason.

Engine Kits and Gasket Sets

These items are often non-returnable once opened, as they are considered “kit” items. If you open a gasket set and realize you ordered the wrong one, you may be stuck with it. Always verify engine displacement and model year meticulously before opening these packages.

Closeout and Liquidation Items

Items marked as “Closeout” or “Wholesale Closeout” on the website are typically final sale. These are deeply discounted parts that RockAuto is clearing out, and they are almost never eligible for return. This is clearly stated on the product page, so read carefully.

Core Charge Returns: A Separate Process

This is a critical area where many people get confused. A core charge is a deposit you pay for a remanufactured part (like a starter, alternator, or water pump). You get this deposit back when you send your old, worn-out part (the “core”) back to them.

You Receive the New Part: Your invoice shows a charge for the part plus a separate core charge.
You Install the New Part: Remove your old, defective part.
Return the Old Core: You must ship your old core back to RockAuto’s specified core return center. This is often a different address than regular returns.
Use the Core Return Label: Sometimes a core return label is included in the box. If not, you will need to generate one through your RockAuto account, similar to getting an RMA.
Time Limit: Core returns usually have a strict time limit, such as 45 or 60 days. Miss this deadline, and you forfeit your core charge refund.

Remember, the core return is completely separate from a merchandise return. If you return a new part for a refund, you still must return the old core separately to get that core charge back.

International Returns

If you are located outside the United States or Canada, the return process becomes more complex and expensive. International customers are always responsible for all shipping costs, both ways. Additionally, customs duties and taxes are typically non-refundable. The restocking fees still apply. Due to the high cost, international returns are often not practical for small, inexpensive items.

Tips for a Smooth RockAuto Return Experience

Follow these tips to make the process as painless as possible.

Act Quickly: Don’t wait until day 29 to start your return. Give yourself plenty of time to get the RMA, package the item, and ship it.
Document Everything: Take photos of the part in its original, unopened state before you send it back. Also, photograph the box with the RMA number clearly visible. This provides evidence if there’s a dispute about condition.
Keep All Paperwork: Save your original packing slip, the return shipping receipt, and the tracking number until you see the refund hit your bank account or credit card.
Be Patient with Refunds: Refunds can take 5-10 business days to appear on your statement after RockAuto processes them. The initial transaction pending charge from your order will fall off on its own, usually within a week.

Frequently Asked Questions (FAQ)

Here are answers to some of the most common questions about returning items to RockAuto.

How long does it take to get a refund from RockAuto?

After RockAuto receives and inspects your return, they will process the refund within a few business days. The time it takes for the funds to appear in your account depends on your bank or credit card company, but it’s usually within 5-10 business days total.

Can I return a part if I opened the box?

It depends. If the part is in new, resalable condition and all packaging materials are included, you can usually return it with the standard restocking fee. However, if the part is installed, used, or missing any pieces, the return will likely be refused or subject to a much larger deduction.

What if I received a damaged part from RockAuto?

Contact RockAuto customer service right away. You should also contact the shipping carrier (UPS, FedEx, etc.) to file a damage claim. RockAuto will typically work with you to send a replacement part and provide a return label for the damaged one, often at no cost to you.

Does RockAuto accept returns in Canada?

Yes, the return policy for Canadian customers is similar. You are responsible for return shipping costs to their US warehouse, and restocking fees still apply. Be aware that cross-border shipping can be slower and more expensive.

Can I exchange a part for a different one?

RockAuto does not handle direct exchanges. To get a different part, you must return the original item (following the standard return process) and then place a new order for the correct part. This means you will pay separate shipping charges for both transactions.

What is RockAuto’s phone number for returns?

RockAuto primarily handles returns through their website automated system. They do not publish a direct customer service phone number for returns. The most efficient way to get an RMA and return instructions is through your account on their website. This keeps the process standardized and documented.

Final Thoughts on Navigating Returns

The RockAuto return policy is designed to be efficient for their high-volume business, but it places more responsibility on you, the customer. The key to success is being an informed shopper. Take your time when ordering, use the tools on their site to confirm fitment, and understand that returns come with fees.

By following the steps outlined here—getting your RMA, packing items carefully, using trackable shipping, and managing core returns separately—you can handle any return with confidence. While their prices are often unbeatable, it’s wise to factor in the potential cost and effort of a return when making your purchasing decision. This way, you can enjoy the savings RockAuto offers while being prepared for the process if something doesn’t work out.