Frequently Asked Questions
Below are answers to common questions about orders, shipping, returns, business accounts, eCash rewards, international shipping, military discounts, and more.
Shipping & Tracking
How long does shipping take?
Shipping times vary based on product availability and destination. Tracking information will be provided once the order ships.
When will I receive my tracking number?
Tracking is typically sent once the carrier scans the shipment. It may take several hours to update.
Which carriers do you use?
We primarily use UPS, FedEx, USPS, DHL, and other regional carriers depending on shipment type and destination.
My tracking shows delivered but I don’t have it.
Please check with your receiving department or neighbors. If still missing, contact us immediately.
Do you offer expedited shipping?
Yes. Expedited options may be available depending on the item and location.
Can I change my shipping address after ordering?
Contact us immediately. Address changes may not be possible once the order has shipped.
Do you ship oversized items?
Yes, but oversized items may incur additional freight charges.
What if my shipment is damaged?
Please take photos and contact us immediately so we can assist with the claim process.
Can I schedule delivery?
Some carriers allow delivery scheduling directly through their tracking portal.
Do you ship to P.O. Boxes?
Some smaller shipments may qualify. Large or freight items typically cannot be delivered to P.O. Boxes.
Returns & Refunds
How do I start a return?
Submit a return request through our Return My Order page.
What information do I need for a return?
Order number, part number, reason for return, and photos if applicable.
Are there restocking fees?
Some items may be subject to restocking fees depending on vendor policies.
Can I return an electrical item?
Electrical items may have restrictions. Please review the product listing or contact support.
How long do refunds take?
Refunds are processed after inspection and may take several business days.
Can I exchange instead of refund?
Yes, exchanges may be possible depending on availability.
Who pays return shipping?
Return shipping responsibility depends on the reason for return.
What if I ordered the wrong part?
Contact us as soon as possible. We’ll guide you through next steps.
How long do I have to return an item?
Return windows vary by vendor; contact us for details.
Do warranties cover installation labor?
Warranty coverage varies by manufacturer and typically does not include labor.
Business Accounts
How do I open a business account?
Contact a sales representative to enroll in our Business Account Program.
Are discounts automatic?
No, business accounts must be approved and structured by a representative.
What are the discount tiers?
Discount tiers are based on qualifying spend within set timeframes.
Do business accounts include free shipping?
Certain tiers may qualify for shipping benefits.
How often are tiers reviewed?
Spend is reviewed in structured periods depending on program terms.
Can I combine business discounts with eCash?
In some cases yes. Please speak to a representative for details.
Do you offer credit terms?
Credit options may be available upon approval.
Is there a minimum spend?
Business tiers require qualifying spend thresholds.
Can owner-operators qualify?
Yes. Owner-operators may qualify based on spend levels.
Who do I contact about account support?
Call (877) 795-0656 or email support@advancedtruckparts.com.
ATP eCash Rewards
How is eCash calculated?
eCash is calculated based on eligible part cost using tiered percentages.
Does eCash include shipping?
No. eCash applies to part cost only.
When does eCash post?
Typically about 3 days after delivery.
How can I redeem eCash?
Redeem as store credit, gift cards, or payout options.
Is there a minimum purchase?
No minimum purchase is required.
Will I receive a 1099?
A 1099 may be issued if payouts reach $600+ where applicable.
Can employees earn rewards?
Yes. eCash can serve as an employee incentive program.
How do I enroll?
Enrollment is handled by a customer representative.
Can I combine with business discounts?
Stacking policies may apply; contact support.
Does eCash expire?
Expiration rules are explained during enrollment.
International Customers
Do you ship internationally?
Yes, we ship worldwide.
Which carriers do you use?
Primarily DHL and UPS.
Who pays duties and VAT?
Duties and taxes are typically paid by the recipient.
Can I pay by wire transfer?
Yes, SWIFT wire transfers are available for approved orders.
What causes customs delays?
Unpaid duties or missing documentation may delay clearance.
Do you work with international resellers?
Yes, we welcome long-term partnerships.
How long does international shipping take?
Transit times vary by destination and customs processing.
Can you provide invoices for customs?
Yes, documentation is provided as required.
Are freight shipments available?
Freight options may be arranged for large orders.
How do I request a quote?
Contact support with part numbers and destination details.