How to Connect with RockAuto for Any Support Needs
As an avid auto parts hobbyist, I like to tackle my own car repairs and upgrades whenever I can. While the work itself can be fulfilling, figuring out exactly which parts I need for my particular make and model is often the real challenge. Fortunately, I’ve found that RockAuto makes the entire process much easier thanks to their massive catalog of OEM and aftermarket parts at great prices.
Even better, RockAuto also offers stellar customer service options to help DIY mechanics like myself get the right parts and any assistance we need for our projects. Based on my experiences dealing with their customer support team, I wanted to provide a helpful guide on how you can get the answers and service you need as a RockAuto customer.
Contacting RockAuto Customer Service by Phone
The most direct way to contact RockAuto is by phone. Their main customer service number is 1-866-762-5288, and it’s available from 8:00am to 10:00pm EST on weekdays or 9:00am to 8:00pm EST on Saturdays.
I’ve called in several times over the years, usually when I had more complex questions about parts selection or when I needed help resolving an issue with an order. There are always real people ready to take your call, so you don’t have to navigate an annoying phone tree. In my experience, the agents have been friendly and knowledgeable. They took the time to understand my vehicle specs and provided useful advice to make sure I got the right parts.
Calling is your best bet for immediate, personalized service from RockAuto. The only downside is that call volumes may be high during peak hours, so you may encounter longer hold times or need to call back. Leaving a voicemail is another option if you don’t need an immediate response. Overall, phone support is a key strength of RockAuto’s customer service offering.
Sending an Email to the RockAuto Customer Service Team
If your issue isn’t urgent or if you prefer asynchronous communication, you can also email RockAuto customer service at contactus@rock-auto.parts.
In my emails to them over the years, I’ve received replies within 24 hours, sometimes much sooner if I wrote during normal business hours. The email support agents provide detailed, professional responses and seem just as knowledgeable as the phone staff.
I like that you can provide lots of background details and images in an email, so the agents have all the information they need to understand your case and provide an accurate solution. For simpler inquiries like checking order status or refund timing, email is quick and efficient. I’ll often fire off an email from my phone while thinking of my question without having to sit on hold.
Overall, email support is an excellent complement to phone service for less pressing issues or for customers like me who appreciate having written records of our conversations.
Finding Answers in the RockAuto Help and FAQ Section
In addition to direct support channels like phone and email, RockAuto also offers a comprehensive self-service Help Center on their website.
The Help Center includes FAQs on virtually every aspect of shopping on RockAuto and managing your account. Many times when I had basic questions on shipping, returns, or order tracking, I was able to quickly find the answers myself in the Help Center without needing to contact a live agent.
Sections I’ve found especially useful include:
- Account management – covers editing account details, resetting passwords, and managing order history
- Shipping – provides shipping rates and delivery time estimates
- Returns – spells out return policy and how to start a return
- Payments – answers questions about accepted payment types and security
- Order status – explains how to track orders and what different statuses mean
In addition to FAQs, many Help Center articles also have step-by-step instructions and screenshots that walk you through processes like tracking packages or finding order invoices.
For most common questions, the RockAuto Help Center should provide the information you need without having to pick up the phone. I always recommend browsing there first before reaching out to a live agent.
Connecting with RockAuto Support Agents via Live Chat
In addition to self-service, RockAuto also offers live chat functionality on their website. The live chat icon is located in the bottom right corner of every page.
During business hours, you can click the icon to instantly message with a support agent. I’ve used chat a few times when I had quick questions about stock availability or determining fitting parts.
The chat agents are friendly and knowledgeable, though I’ve found email support responses often to be more detailed. However, for basic questions, the chat feature allows you to get answers in real-time during business hours without waiting on hold over the phone. It’s a convenient middle ground between self-service and phone support.
One thing to keep in mind is that live chat is not available 24/7. The agents typically follow phone support hours, though weekends are not covered. Overall though, live chat is a useful tool to keep in mind as yet another way to connect with RockAuto’s stellar customer service team.
Getting Part Recommendations from RockAuto’s Team
One of the best aspects of RockAuto’s customer service is the ability to get personalized parts recommendations for your specific vehicle. With so many OEM and aftermarket parts options available, I often feel overwhelmed trying to pick the right components myself.
That’s why I regularly leverage RockAuto’s team to help me match parts that fit my vehicle properly and deliver the performance I’m looking for. The agents thoroughly research available parts using my year, make, model, and engine details.
For example, when upgrading my brake system, I wasn’t sure whether I needed all new rotors or if I could just replace the pads. The support agent looked at all front and rear options and recommended cost-effective slotted rotors and ceramic pads that he reassured would fit my SUV and driving needs.
In another case, I wanted to upgrade my stock exhaust system but wasn’t sure where to begin. After providing my vehicle details, the agent sent over a full stainless steel cat-back exhaust kit from a reputable aftermarket brand that he guaranteed would liven up the sound without being obnoxious.
The amount of research and insight the agents provide is extremely helpful. I can have confidence ordering the parts recommended by the RockAuto team over my own guesses. Their expertise makes any project on my vehicle go much more smoothly from start to finish.
RockAuto’s Return Policy – One Year Hassle-Free
Of course, even when working with RockAuto’s stellar customer service team, sometimes you may order a part that ends up not fitting quite right or being what you expected. Thankfully, you’re completely covered by their generous 1 year return policy on every part.
As long as you start the return process within 1 year of the ship date, you can send back any new, unused item for a full refund. They even provide free return shipping labels, so exchanging parts is hassle-free. I’ve exchanged a handful of items over the years once I realized they weren’t compatible after actually test fitting them on my vehicle. Each return was processed quickly after RockAuto received the part back.
It’s a huge perk as a DIY mechanic to have so much time to return parts if needed. RockAuto understands that we may not discover fitment issues until we actually try installing the parts. I never feel rushed or penalized for needing to exchange components.
Just make sure you check the individual part listing for return eligibility before purchasing. For some hazardous or specialized items, RockAuto can’t take returns. As long as you stick with their standard new parts catalog, the 1 year return policy provides awesome flexibility and peace of mind.
Checking Order Status in Your RockAuto Account
Wondering where your RockAuto shipment is or when it will arrive? The order tracking feature within customer accounts makes it easy to monitor the status. You can check order status on both desktop and mobile.
