Frequently Asked Questions
Q. Are you an authorized Toyota dealership?
A. Yes, we are. We are an authorized Toyota dealership in Tennessee.
Q. How do I know if the part I need is in stock?
A. From looking at the site, there is no way to tell. Our inventory is not linked to the online store, and is constantly changing. If you are in need of a part quickly, please contact us before placing an order, and we will let you know if we have the part in stock. If we do not, we will let you know an ETA for when the part should arrive.
Q. What happens if you send me the wrong part?
A. We try our best to ensure the parts we ship are correct by acquiring your VIN and asking questions of you if we run into complications or have concerns. Having said that, sometimes the part is incorrect. If it is our fault, we will email a return label, and order the correct part for you. Please ensure that the part is returned exactly as it was shipped to you so we can send it back to Toyota.
Q. What happens if I order the wrong part?
A. If the part ordered was an error on your part or if you failed to include the VIN so that we can verify the part is correct for your specific vehicle, you will need to ship the part back to us for a refund on the part price.
Q. How long will it take for my order to arrive?
A. If the part is in-stock, we will most likely have the part shipped out within 24 hours. The transit time depends on how far away you are from us in Franklin, TN and what shipping speed you selected during checkout. If the part is not in stock, most orders arrive within 1-2 business days and we ship them out the day they arrive. If the part is on back order, we will communicate that to you as soon as that information becomes available to us. Toyota gives us an ETA on when the part will arrive, though sometimes that can change. Again, if you are in a hurry for a part, check with us before placing the order so that we can find out about how long it will take.
Q. What happens if I need to return or exchange a part?
A. If you need to return a part, please ensure that it is still in the original Toyota packaging, and include a copy of your receipt for reference. Once it arrives at the dealership, we will shoot you a refund for the part. Unfortunately, we do not have a way of exchanging parts, so a new order will need to be placed for the part you need, and the old part will need to be returned for a refund.
Q. What if the part is broken or damaged during shipping?
A. We try our best to prevent damages by inspecting each part before it is shipped and adding packaging above and beyond what Toyota uses to protect the part. Sometimes, even those extra precautions aren’t enough to protect a part from a determined delivery driver.... In the event something is damaged, please let us know by sending an email to us through the store so that we can initiate a damage claim with the courier and work on getting you another part shipped out ASAP.
Q. What do I do if I receive a damaged part?
A. In the event something is damaged, please let us know by sending an email to us through the store so that we can initiate a damage claim with the courier and work on getting you another part shipped out ASAP.
Q. What is a VIN and why do I need it?
A. Your Vehicle Identification Number tells us everything about your vehicle, from engine codes to interior color to the day it was built. To ensure you order the correct part or accessory for your vehicle, we recommend entering your VIN number into our search bar when ordering.
Q. Where can I find my VIN?
A. The easiest place to find your vehicles VIN is on your insurance card, but you can also find it on your registration or on the driver's door jam or at the base of the windshield on the driver's side.
Q. Do you ship outside the US?
A. No, we do not ship outside the US. However, many customers outside of the US will use a freight forwarding company to complete their order. The freight forwarding company will provide you with a US address for us to ship the part to, and once they receive the package, they will forward on to you.
Q. Do you offer express/expedited shipping?
A. Yes, 2nd day air and next day air are available shipping options.
Q. What shipping methods do you offer?
A. We use UPS and FedEx Ground, UPS and FedEx 2nd Day Air, UPS and FedEx Ned Day Air, and USPS Priority.
Q. Can I track my package?
A. Your order’s shipping tracking number is located on the Track Order page on our website, and your order’s tracking information is located on the carrier’s website:
- Locate your order number on your order confirmation email
- Go to our website’s main Track Order page
- Enter your email address and order number in the appropriate text fields
- Click on the Order Status button to go to your Order Status page
Your Order Status page will provide you with the details of your order, including the carrier, your shipping tracking number and ship date—if your order has shipped. To get your order’s tracking information, click on your order tracking number from your Order Status page to review your order’s shipping status on the carrier’s website.
Q. What payment methods do you accept?
A. We accept PayPal and all major credit cards.
Q. How do you protect my credit card information?
A. We use PayPal to run all of our credit card transactions. They are the most secure online payment provider there is.
Q. What do I do if I need to cancel my order?
A. If you need to cancel an order, simply contact us before it shipped. If the order has already been shipped, you can refuse shipment and the courier will return the package to us. Unfortunately, at that point, you will only receive a refund for the parts as the courier will not refund shipping costs once a package has been shipped.
Q. Do I need to have an account to order a part?
A. No, you do not have to have an account.
Q. Do you offer a warranty on parts and accessories?
A. All parts are covered by a one year warranty from the date of purchase by Toyota against all manufacturer’s defects. The warranty can be claimed at any Toyota dealership within the US and Canada.
Q. How do replacement parts affect my vehicle’s warranty?
A. OEM replacement parts do not affect your warranty in any way.
Q. How can I be sure the part I need will fit my vehicle?
A. To ensure you're getting the correct parts and accessories for your vehicle, provide your VIN when placing your order. We will manually check your order for fitment and accuracy. After you enter your VIN you can browse our OEM Toyota parts and accessories by your vehicle model.
We also offer a parts lookup on our website free of charge. However, if you still have questions regarding a part or accessory, please send us a message and we can give additional help prior to ordering.
Q. Why are OEM parts better for my vehicle? Can’t I just get a cheaper aftermarket part?
A. We recommend original equipment manufacturer (OEM) parts because they were designed specifically for your vehicle. Most automakers also back up their OEM parts with a one-year warranty. And if you get your car repaired at the dealership, they'll usually stand by their labor as well.
Aftermarket parts on the other hand can be cheaper, but they're also less likely to deliver peak performance. An aftermarket part is any part or accessory for a vehicle that isn’t sourced from the car's maker.
Q. How do I tell if the part is for the driver’s side or the passenger’s side?
A. Check the “Details” section in the description of the part. It is always as if you are sitting in the vehicle. Left = driver’s side, right = passenger’s side.
Q. What if I want to talk to a real person about my order?
A. A real person will always answer your emails through the store during normal business hours. If you must speak with someone on the phone, you can always give us a call. We do encourage our customers to use email first. This is the most efficient form of communication for us.
Q. What are your Customer Service hours?
A. We are available Monday – Friday, 8am – 5pm.
Q. Do you ever offer auto parts coupons or discounts?
A. Yes, we do offer coupons and specials to customers who are a part of our mailing list.
Q. Do you charge sales tax?
A. We charge sales tax for all TN residents. It is possible that laws could change in the future to where we would have to charge sales tax for everyone.
Q. I don't know how to look up the parts I need. Can I call in my order?
A. You can definitely give us a call and we can assist you with your order. Call: 615-790-8401