We strive to offer the best customer service in the business. We work very hard to earn every sale and keep every customer happy. We have put together a list of frequently asked questions that we think may be helpful.
- How soon will my order ship?
- My order shipping method says FedEx, but you sent me a UPS tracking number, am I getting someone else's order?
- The carrier says my package was delivered but it wasn’t.
- My order shipping method says UPS. Why does the cart say FedEx?
- I received my item and upon opening it, the item is damaged! What do I do now?
- Why do you charge my credit card before the item is shipped?
- Your web site said 2 to 5 days for deliver. Why isn't it here yet?
- My receipt says I was charged for 20lbs of shipping and the UPS tracking number only indicates that a 9lb package was shipped, why did you charge me for a 20lb package?
- I ordered TWO parts, but only received ONE. Where is the rest of my order?
- Why haven't you contacted me?
- What are your store hours?
- What is your telephone policy?
- What does a status of "Processing" mean on my order?
- Do you send out tracking numbers for every order?
- What do I do if I have a problem with my order once I receive it?
- If you have an item on the site, does it mean that it is in stock?
- What happens if my product is on backorder?
- When will my credit card be charged?
- What is your Payment / Credit Card Policy / Foreign Credit Card Policy?
- What is your return Policy?
- What is your Pricing Policy?
- Do I have to pay Return Shipping?
- Part shows "In Stock" on Google Search Results
- What did we Leave Out?
How soon will my order ship?
Typical business hours are Monday through Friday 9am - 5pm Central time. Orders are usually processed the same or the following business day depending on the time of the order and our order volume. Once an order is processed, items in stock will usually ship out within 2-4 business days. Sometimes items may have to be special ordered and depending upon the part can take from 5-30 days to get from an outside vendor. Many large or heavy items (i.e. roof racks, bumpers, etc.) may be shipped directly from the supplier. We only sell products that we believe in and we only deal with suppliers who can handle our orders promptly.
If you have not heard from us, please check your email's spam or junk email folders for emails from FedEx and then email your inquiry to: info@pureautoparts.com
My order shipping method says FedEx, but you sent me a UPS tracking number, am I getting someone else's order?
Here at PureBronco we use FedEx Ground OR equivalent if you picked ground. Some orders may get shipped via Priority Mail if we determine that you will get your package sooner via that method. If you order something and want 1st, 2nd, or 3rd day shipping we reserve the right to use the carrier of our choice if we determine your package will get there in the same time period.
The carrier says my package was delivered but it wasn’t.
If the tracking shows that the part was delivered and you don't have the part, here are a few important steps to take immediately. We can file a claim for you, but note that if it shows it was delivered, there is a high likelyhood that the carrier will not cover the loss.
My order shipping method says UPS. Why does the cart say FedEx?
Here at PureBronco we use FedEx to calculate the shipping cost based on dimensional weight. We can not guarantee that is the method in which it will ship. Many items are shipped to you by a third party and we have no control as to which carrier they are using.
I received my item and upon opening it, the item is damaged! What do I do now?
First, please DO NOT install the product. Retain all packaging material, the damaged item, and anything else that came with the product. Call us right away so we can start a damaged shipment claim.
Why do you charge my credit card before the item is shipped?
Contrary to popular belief, not everyone is as honest as you would think. PureBronco can't afford to float a loan for every order that we receive, and hope that you will pay for it once it's shipped/received. Paying for merchandise at checkout is also practiced by other sites like Amazon, Ebay and Dell. Your payment is due at the time of checkout.
Your web site said 2 to 5 days for deliver. Why isn't it here yet?
The cart uses FedEx to calculate shipping costs and timeframe. It will automatically fill in the number of days that it will take the part to travel to you. That doesn't account for production time, back order time, or any other timeframe. What it is telling you is the number of days that it will take to get to you once it's in FedEx's possession. Please note that this calculation also assumes that the part is shipping from Central Texas. If it is drop shipped from one of our many vendors/warehouses, this number may vary. Note that FedEx may or may not be the delivery company of choice by the time the product ships.
My receipt says I was charged for 20lbs of shipping and the UPS tracking number only indicates that a 9lb package was shipped, why did you charge me for a 20lb package?
Some items are larger than others and we need to enter DIMENSIONAL weight for shipping cost accuracy, especially for larger items that need to ship with express shipping. Carriers such as UPS & Fedex charge by dimensions, rather than weight.
I ordered TWO parts, but only received ONE. Where is the rest of my order?
Since we source our parts from a wide range of warehouses across the country, it is likely that the parts that you order will arrive individually. We make every effort to consolidate parts when possible.
If you have not heard from us, please check your email's spam or junk email folders for emails from FedEx and then email your inquiry to: info@pureautoparts.com
Why haven't you contacted me? I ordered X days ago and haven't received an update.
While I make every attempt to keep you informed of your order, I won't update your order until I have something to update it with. (i.e. tracking numbers, etc)
What are your Store Hours?
We're usually available 9am-5pm (CST) Monday thru Friday. Sometimes we may be out of the office at one of the many events we sponsor, so for even faster and complete response, please email us at info@pureautoparts.com
What is your Telephone Policy?
Sometimes we may not be able to answer a telephone call, however, our phone is active 24 hours a day, 7 days a week. Note that we do not staff a phone operator. Understand that we may not be able to answer all calls. If you prefer phone conversations, then please leave your name, phone number and a brief description of how we can help you, and we will return your call. If you have left a message with no reply, you can also email us @ info@pureautoparts.com. Emails are preferred over voice mails.
What does a status of "Processing" mean on my order?
A status of "Processing" means that your order has been received, your payment has been processed, and the order is being processed. If your order still says "Processing" when you check on it that generally means we don't have a tracking number for you. We make every attempt to keep you updated as much as possible. We will send all tracking numbers as we receive them. (See also: Do you send out tracking numbers for every order?)
For "will-call" orders (to be picked up here at PureBronco) must be picked up by the purchaser. The purchaser will need to sign the invoice and the credit card charge form. We will need to verify the credit card you made your purchase with and we will also verify your ID, so be sure to bring both your card you used for the purchase and your Gov. issued ID, such as your drivers license.
Do you send out tracking numbers for every order?
No we do not. Since many products we sell are shipped directly from our suppliers, we do not always have tracking numbers available to us. When our suppliers furnish us with tracking numbers, we do forward them to our customers. We are also happy to try and get tracking numbers upon request if they are needed.
What do I do if I have a problem with my order once I receive it?
DO NOT INSTALL THE PART! Email us! Your email that documents the problem (damage claim, shipped wrong parts, shipped but missing parts, etc.) is immediately sent to management for priority handling.
If you have an item on the website, does it mean that it is in stock?
In most cases, yes, but not always. We try to stock the most popular of the literally thousands of Toyota and aftermarket parts and accessories available, however sometimes products go on backorder or a vendor will run out of their stock. These situations rarely occur but when they do please rest assured that we will work to expedite your delivery. If you are in a hurry or just want to know how soon you'll get your parts, email us before placing your order
What happens if my product is on backorder?
If an item you order turns out to be on backorder for more than 4 days, we will let you know as soon as possible. You will then have the option to wait for the backorder status to change or cancel your order. If you keep your item on order your credit card will still be charged right away and it becomes a special order. Payment in advance is needed in order to place the order with our supplier and keep your space in line when the backorder status changes.
When will my credit card be charged?
Your credit card will be charged as soon as you place your order. If an item is on backorder, your card will still be processed. See What happens if my product is on backorder.
What is your credit card policy?
We accept Visa, MasterCard, American Express, Discover and Paypal as forms of payment. Each credit card company has established policies and procedures that we as a Merchant (seller) must adhere to. There are responsibilities that you as the "buyer" must adhere to which could include proof that you are in fact "the card holder" by means of reasonable identification (business or other listed telephone number with the credit card company database that we can verify).
If you have a question about whether any of our verification policies are not in line with their organizational policies, please contact American Express @ 1-(800) 528-5200, Discover @ 1-(800) 347-2000, VISA @ 1-(800) 228-1122 or MasterCard @ 1-(800) 826-2181.
We work hard to prevent fraud, so if you have received an email from us implying that you have placed an order on PureBronco and you in fact have not, please inform us immediately.
Statement Regarding fraud - We thank you for your business and hope that you understand that with the level of Internet credit card fraud approaching billions of dollars in losses, we must adhere to the policies of the issuing credit card Company.
Enforcement - We will work with all law enforcement agencies (domestic and international) to validate or help in preventing FRAUDULENT use of credit cards!
What is your return policy?
We handle returns fairly. In most cases, shipping charges incurred to you will not be refunded. The same goes for shipping back to us. If an item had free shipping, of course, shipping actually was paid by us and actual shipping charges will not be refunded and will be deducted from any refunds. In addition, a restocking fee may be charged if items are not resalable as new or returnable to our suppliers. Restocking fees vary but are typically 10-35%. Every case is handled a little differently depending on circumstances and we do try very hard to be fair.
We must be notified within 24 hours of delivery of any missing parts!
Please do not disassemble your vehicle or render it inoperative until you have verified that the enclosed products are correct and complete.
Please do not put yourself into an emergency situation requiring overnight service (even when an error on our part has occurred).
If any parts are missing, please contact us at info@pureautoparts.com, and we will gladly research your question.
If you receive a part damaged you must contact your local Fedex OR UPS OR US Post Office within 48 hours to file a damage claim for replacement. Once claims are finalized with the shipper, only then will we send out the replacement parts.
For convenience, you have 14 days from the date of purchase. Per terms of sale, we charge a 15% restocking fee on any item returned. Special order parts, used parts or electrical parts are NOT RETURNABLE. All returned packages must be marked with a Return Merchandise Authorization Number, which can be obtained by calling or emailing Customer Service and shipped, freight pre-paid, to the address below:
**** ALL SALES ARE FINAL AFTER 14 DAYS ****
Pure Auto Parts
RMA#_______
324 Western Sky Trl
Jarrell, TX 76537
Please open and inspect your shipment immediately upon arrival. Verify that all parts are received and in undamaged condition. Check container thoroughly to avoid throwing away parts that may be wrapped in packing materials.
Any part returned without a Return Authorization Number will become the property of PureBronco and will not be eligible for credit.
We reserve the right to refuse and return any parts that we find to have been installed, used, or do not meet the above return criteria.
Pricing Policy:
Occasionally prices do change without notice, or we could have made a typographical error in the price or the description of the part. We reserve the right to refuse to sell parts that have an error in pricing or shipping.
Will I be charged freight on a return?
Yes. If you return a product due to no fault of PureBronco, you will pay the return freight to us or our supplier. In addition, original outgoing freight to you will be non-refundable. If the item had FREE SHIPPING, please understand that PureBronco did pay to ship it to you, therefore, you will not be refunded the actual outgoing freight charge for that item.
Part shows "In Stock" on Google Search Results, why don't you have it?
Google does not have a list of our inventory. We can't control what Google thinks is in stock. Not to mention, the result that you are seeing could have been indexed months prior to your search. If you have a concern about availability, please email us at info@pureautoparts.com for a more accurate answer.
What did we leave out?
As hard as we've tried to cover every question, there may be something we've left out. Whatever question you have, please ask. We're always just a click away!
*Price and availability are subject to change without notice.
