DO PEOPLE REALLY FREQUENTLY ASK THESE QUESTIONS? SOME DO.
DO YOU CHARGE A RESTOCKING FEE?
No. We don’t feel it is right to charge you for the privilege of doing business with us. Nobody likes returns. It is more work for both of us, but we don’t think penalizing you for it makes it easier for anyone.
WHY DID I GET CHARGED SALES TAX? YOU SELL OVER THE INTERNET!
Back in the day, many internet transactions weren't taxable. Then the states realized how much tax revenue they were losing, and the rules changed. Generally speaking, most states have a threshold, and once you reach either a certain number of transactions or a certain dollar amount of transactions, they then require sellers to collect and remit sales tax. We have no choice. Some smaller sellers may not have reached that threshold yet, and some ignore their obligation to collect and remit, but that is only a short-term solution as that can lead to some pretty serious fines. Multiple states have already begun subpoenaing marketplaces for lists of their sellers and the amount of product sold. If you want some more detailed info, here is a good article from our friends at TaxJar.
HOW AND WHEN CAN I EXPECT MY REFUND?
We try to process all refunds quickly, but please allow 2-3 days after we receive the item. Our warehouses process hundreds of returns a day. As soon as they are checked in they notify our office and we process the refund that same day. We will refund the payment using the same method you used to pay.
WHERE DO YOU SHIP FROM?
We have many distribution centers across the country, and we also ship directly from many manufacturers. We try to ship from the closest possible warehouse to you to minimize costs and delivery time, while making our product availability second to none.
DO YOU OFFER INTERNATIONAL SHIPPING?
At this time, unfortunately, we do not. We have very high service level expectations for our customers and do not feel at this time that we are able to offer that same level of service internationally.
WHAT MAKES VIROTA DIFFERENT?
We are a very high service supplier. No restocking fees, we’re easy to get in touch with by email, phone, or live chat, and everyone that works for us is friendly and helpful. There are going to be occasional problems, but what separates us from others is how we handle the issue once it happens. Allow us to show you a different way of doing business.
DO YOU OUTSOURCE YOUR CUSTOMER SUPPORT?
No, we do not. Everyone you will correspond with at our company is a real employee with years of experience, based in the United States. You can ask any of them, we are very passionate about our service level.
WHAT CONSTITUTES A WARRANTY?
Good question. Warranties on most items are for defects in workmanship and materials of the products, not normal wear. Also, abuse or uses that the product wasn't designed for are not covered either. Again, if you have a question or concern in this area, let us know. We are here to help. We do honor the manufacturer's warranty, but different manufacturers have different procedures. In some cases we can just supply a replacement, in other cases, the manufacturer will only deal with the customer directly. Get in touch with us, we'll help the process along.
Please note: As automobiles become increasingly technical, so do the parts. Many of these parts have repair-specific instructions for installation, and failure to follow those procedures will lead to the voiding of the warranty. If you have any questions on this, PLEASE contact us before purchase so we can let you know what those might be. Common examples are air conditioning compressors and computers.
WHAT ARE YOUR CUSTOMER SERVICE HOURS?
Monday through Friday, 7:00 am til 10:00 pm - by email, phone, or live chat. Most of our customer service people also occasionally help out in other areas, so if we don't answer the phone, just leave a message and we will get right back with you. We also try to keep an eye on things over the weekend as well, so drop us an email if you need us then. All times are Central Standard Time.
WHY IS THE PART IN THE BOX A DIFFERENT BRAND?
Did your part come in the branded box you were expecting, but inside the box is a different brand altogether? Did the part in the box look different from what you were expecting on the listing image? Surprisingly, this was not a mistake by us or the manufacturer.
This is an increasingly common practice among manufacturers, and even more so these last couple of years due to the pandemic and supply chain issues. Often times manufacturers will buy parts from other manufacturers to take the burden off of their assembly line and keep pumping out parts so that we don’t go into a full-scale shortage.
When a manufacturer substitutes the part in the box for a different brand, they are guaranteeing that the part you receive in that box is as good as, if not better, the part you originally purchased. They are saying that the part is worthy of going inside their boxes. And they will stand behind their warranty for that part.
Often times this is a good thing. Sometimes you will order (Insert Brand Name) parts, and they will arrive as the OEM part. And sometimes you will order (Insert Brand Name) and receive (Insert Different Brand Name). Unfortunately, we cannot control how or when the manufacturer substitutes these items, but we will always back the warranty of the original brand, as well as always take the return if you are not satisfied with the substitution. But be aware that if you attempt to reorder the same item, you will likely receive the same item as before.
Additionally, there are parts called “Private Label Package”. It’s the equivalent of Quaker making grocery-brand cereal. Manufacturers often make parts to be sold by others. "Private Label Package" means the part could arrive in a plain white box, the distributor’s branded box, or possibly a box from a competing store. Although the box may not be branded, the part inside the box is of the same quality, warranty, and confidence as the regular inventory version.
