Express Parts Direct · Customer Support
Help Center
Need help with an order, delivery, return, or appliance part? Find quick answers below, or contact our support team for personal assistance.
What can we help you with?
Choose a topic to find answers to common questions.
Orders & Tracking
How can I check the status of my order?
Check your order confirmation and shipping emails for the latest updates. If you need assistance, contact our team with your order number and the email address used at checkout.
Where is my tracking number?
Once your order ships, we email tracking information when available. You can use the tracking link to follow your shipment on the carrier's website. Tracking events may not appear immediately after a label is created.
I received a shipping confirmation, but tracking hasn't updated. What should I do?
Carriers may need additional time to scan and update a new package. Check the tracking link again after 24 hours. If there is still no movement or the delivery estimate has passed, contact us with your order number.
Why did only part of my order arrive?
Items may ship separately from different fulfillment locations. Review your shipping emails for multiple tracking numbers. If an item is missing after all shipments show delivered, contact us for assistance.
Order Cancellations & Changes
How do I cancel an order?
Call (703) 496-3600 or email sales@expresspartsdirect.com as soon as possible with your order number. We will try to cancel before the order enters fulfillment. Cancellation is not guaranteed once processing or shipping has begun.
Can I change an item or shipping address after checkout?
Contact us immediately with your order number and requested change. We will attempt to help, but changes may not be possible after the order enters fulfillment or is handed to the carrier.
What if an ordered product becomes unavailable?
If an unexpected inventory issue prevents shipping on time, we will communicate applicable revised shipping options or cancellation and refund options in accordance with our policies and applicable law.
Shipping & Delivery
When will my order ship?
Most available products typically ship within 1 business day. Orders placed before 1:00 PM ET on business days are generally processed the same day; orders placed after 1:00 PM ET may process the next business day. Business days are Monday through Friday, excluding federal holidays. Actual dispatch depends on warehouse processing and carrier pickup.
Where do you ship?
We ship eligible orders to street addresses within the 48 contiguous United States. Shipping availability and methods are shown at checkout. Please see our Shipping Policy for restrictions and details.
Do you offer free or expedited shipping?
Free standard shipping is offered on eligible orders in the contiguous United States. Faster services may be available at checkout depending on the product and destination. Processing time is separate from carrier transit time. See our Shipping Policy.
Do you offer local pickup?
No. Express Parts Direct is a shipping-only online retailer. Local pickup and in-store order collection are not available.
My package says delivered, but I can't find it. What should I do?
Check around the delivery area, mailbox, household members, and any building mailroom or front desk. Verify the delivery address and carrier tracking details, then contact us with your order number if the package remains missing. We will help review the delivery issue.
Returns & Refunds
What is your return policy?
Eligible unused, uninstalled merchandise can be requested for return within 30 calendar days after delivery. An approved Return Merchandise Authorization (RMA) is required. A 10% restocking fee and applicable shipping deductions apply to qualifying customer-initiated returns. Read our full Return & Refund Policy.
How do I request a return authorization (RMA)?
Contact sales@expresspartsdirect.com or call (703) 496-3600. Include your order number, part number, and reason for return. Wait for your approved RMA and designated return address before shipping anything back.
Who pays for return shipping?
For standard customer-initiated returns, customers pay the actual carrier cost of return shipping; it is not a fixed flat rate. Original outbound shipping costs may also be deducted from qualifying refunds, along with the 10% restocking fee. We cover reasonable authorized return shipping for verified defects, arrival damage, or our shipping errors when return is required.
Can the 10% restocking fee be waived?
Yes. If you ordered an incorrect part and purchase the correct replacement from Express Parts Direct, the restocking fee may be waived when the original item otherwise qualifies for return. Provide both order numbers when requesting the RMA. This waiver does not make nonreturnable products eligible for standard returns.
Can I return an electrical or electronic part?
Electrical and electronic parts are excluded from standard customer-initiated returns, even if uninstalled. Defective, damaged, or incorrectly shipped items are handled separately under our policy and applicable law.
Where should I send my return?
Only use the return address provided with your approved RMA. Orders may originate from different distribution warehouses, and the original sender address may not be the correct return destination. Do not ship an unauthorized return to our business address.
When will I receive my refund?
Return inspection typically takes 2–5 business days after receipt. Approved refunds are generally initiated within 3–7 business days after inspection and approval, followed by additional processing time at your bank or payment provider. Please see our Return & Refund Policy.
Damaged, Missing & Defective Items
I received the wrong item. What should I do?
Contact us with your order number, the part number ordered, the part number received, and photos if available. We will review the issue and arrange an appropriate remedy. Confirmed shipping errors do not incur a restocking fee or customer-paid authorized return shipping.
My item arrived damaged. How do I report it?
Contact us promptly and include your order number and photographs of the part and packaging if possible. We recommend reporting shipping damage within 10 days to help with investigation, without limiting rights available under applicable law.
An item or component is missing from my order. What should I do?
Check for separate shipping notifications and packages first. If all parcels have arrived and something is missing, contact us with your order number, the missing part or component, and any relevant packaging photos.
What if a replacement part is defective?
Contact us with the part number, order number, appliance model number, a description of the problem, and relevant photos. We will review the claim for an appropriate remedy or applicable warranty assistance. Do not assume a standard return exclusion removes rights concerning defective products.
Part Compatibility & Product Questions
How can I confirm that a part fits my appliance?
Find the complete model number on your appliance's model label and compare it with the product's compatibility information. If you are unsure, contact our team with the appliance brand, complete model number, and the part number you are considering.
Do you sell genuine OEM and aftermarket parts?
Yes. Product descriptions identify genuine OEM or compatible aftermarket options where applicable. Check the product listing to understand the type of part you are buying and confirm compatibility before ordering.
Can you help me find a replacement part number?
Yes. Send us the appliance brand, complete model number, and a brief description of the part needed. A photo may also help. We will assist with identification when information is available.
This Help Center summarizes common procedures. The posted Shipping Policy and Return & Refund Policy govern where additional terms apply. Nothing here limits rights under applicable law.