| Frequently Asked Questions

Why are prices so much lower than my local store or dealership? By selling directly to the consumer there is no middleman and we pass those savings on to you.

How do your auto parts compare with competitors?

Answer: Our parts are as good as or better than our competitors. They are a direct fit and designed for vehicle-specific applications for an easy and hassle-free installation. We have been in the auto parts industry for over 30 years and pride ourselves on the knowledge and experience we’ve gained.

What is your warranty?

Answer: All auto parts carry a six-month warranty with the exception of electrical components such as alternators, starters, fuel pumps, and oxygen sensors. These parts are covered by a separate 90-day warranty. Our filters, wiper blades, gaskets, work gloves, utility knives, and multi-use rescue knives do not come with any warranty coverage. For more details, visit our Warranty, Information Page.

Your site says free shipping – why am I being charged a handling fee?

Answer: All purchases under $15 are charged a small handling fee due to the reality of there being an inherent cost associated with all purchases. As a true factory direct auto parts company, we simply do not have the markup or margins to absorb the handling costs associated with lower valued orders.

Where are you located?

Answer: Our Auto Part Warehouse and customer call center is located in Ottawa, Ontario. For our US customers, we ship our auto parts from our warehouse in New York.

What is your cancellation policy?


Outside Customer Service Hours:

Please note – orders placed outside of our customer service department hours cannot be cancelled as our customer service team is not available to cancel the order. Orders placed outside of Customer Service Hours are sent directly to our fulfilment center to be packaged and shipped.

Contact Center Hours:

Monday to Friday 8:30 am to 8 pm
Saturday 9 am to 8 pm
Sunday 11 am to 7 pm

During Contact Center Hours:

For the first 60 minutes after the order is placed, buyers can cancel their order by calling our customer service department at 1(866)990-3871. After 60 minutes your order is too far along in the shipping process to cancel it.

What is your refund policy? will replace any defective auto parts. Please visit our Returns Policy Page for full details.

Return Shipping Cost?

Answer: Unless otherwise specified by our staff, customer is responsible for return shipping cost of product. Return shipping will not be reimbursed.

Why can I only ship to my billing address?

Answer: Simply put, we implement this procedure to reduce fraud and protect our customers.

Can I ship to a P.O. Box?

Answer: No, currently customer orders are only shipped to the billing address the order is placed with. We do not allow orders to be shipped to P.O. Boxes at this time.

Does someone need to sign for the shipment?

Answer: Most shipments do not require a signature upon delivery that is below $400. Anything above this price automatically requires a signature.

Why do I keep getting redirected to your .com/.ca website when I try to register online?

Answer: In order to properly apply any required taxes or tariffs, our .com website is exclusive to US customers and our .ca website is for Canadian customers only.

I can’t find a part on your site?

Answer: Our website is currently designed to only show items we sell and have in stock. Depending on your vehicle we may have 50 parts available or 5. If you do not see what you are looking for on our site we currently don’t sell it. To get a better idea of what items we do sell please scroll over the “All Categories” title located near the top left of your screen.

When will you be getting more stock or new products?

Answer: We are constantly replenishing stock and adding new items to our inventory. Check back regularly on out of stock items.

What do I do if I’ve forgotten my password?

Answer: You can go to the My Account Page on our site and request a new password. An email will be sent to the email address you registered with.

How quickly can I accept my delivery via UPS Ground?

Answer: UPS Ground takes between 2 – 4 days. The variance is due to the physical location and whether you are in an urban or rural area. Example: If you live in a city on the east coast you are closer to 2 days. If you live in a rural community in Texas you are closer to the 4 days.

AutoShack Franchise?

Answer: Thank you for your interest in seeking a retail franchise with Currently, we do not have a program in place but if you would like to provide your information if an opportunity does become available you can email the following information to
Current Occupation:
Reason for Interest: