413 Breakaway Rd
Cedar Park, TX 78613

Open Monday – Friday
9 a.m. – 5 p.m. CST

Frequently Asked Questions

Please read our FAQ before sending us a message.

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 Pure Auto Parts 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.

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. Pure Auto Parts 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 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 at 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 Pure Auto Parts) 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.

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.

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