Support Policy

At SteveAutoParts Inc., customer support is a core part of what we do. This policy explains how to reach us, when we're available, how long we take to respond, and what kinds of issues we can help with.

1. How to Reach Us

• Email: support@steveautoparts.com — best for non-urgent questions, order status, returns, and warranty claims
• Contact form: our online contact form — best for fitment questions before purchase and account problems
• Contact form: available on our website

2. Business Hours

Our support team is available:

• Monday – Friday: 9:00 AM – 6:00 PM Eastern Time (ET)
• Saturday – Sunday: Closed
• U.S. Federal Holidays: Closed — including New Year's Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Juneteenth, Independence Day, Labor Day, Columbus Day, Veterans Day, Thanksgiving Day (and the Friday after), and Christmas Day

Messages received outside business hours will be addressed on the next business day.

3. Response Times

We aim to respond to all inquiries within the following targets, measured in business hours (not calendar hours):

• Phone calls during business hours: answered immediately or returned same day
• Email inquiries: within 24 business hours
• Return / warranty requests: within 48 business hours
• Complex fitment or technical questions: up to 3 business days (we may consult the manufacturer)

4. What We Can Help With

• Order status, tracking, and shipping questions
• Order changes or cancellations (before the item has shipped)
• Product fitment verification using your vehicle's year/make/model/engine/trim
• Product specifications and compatibility
• Returns, refunds, and warranty claims
• Core charges and core returns
• Account and payment issues
• Billing questions

5. What We Cannot Help With

Our team consists of parts specialists, not certified mechanics. For your safety, we do not provide:

• Installation guidance — please consult a qualified ASE-certified mechanic or your vehicle's service manual
• Mechanical diagnosis — we cannot diagnose what is wrong with your vehicle over the phone
• Repair recommendations — your local repair shop is best equipped to assess your vehicle
• Labor / installation pricing — varies by region and shop

If you are unsure whether a part is right for your vehicle, contact us before placing the order. We're happy to verify fitment.

6. Escalation

If your issue isn't resolved to your satisfaction at the first level, please reply to your existing support thread and ask for escalation. A senior support representative will review your case and respond within 2 business days.

7. Documentation We May Need

To resolve certain issues quickly, please be ready to provide:

• Your order number (begins with #)
• Vehicle year, make, model, engine size, and trim
• Photos of the part in question (for damage, defects, or wrong-item claims)
• VIN (Vehicle Identification Number) for accurate fitment lookup

8. Feedback

We're always working to improve. If you've had a great (or not-so-great) support experience, let us know at support@steveautoparts.com. Your feedback helps us serve you better.

9. Contact Us

• SteveAutoParts Inc. — Customer Support
• Email: support@steveautoparts.com
• Hours: Monday – Friday, 9:00 AM – 6:00 PM ET

Prefer to write to us? Use our contact form and we will reply within one business day.