ShopMotul.com FAQs

How do I return an item or how can I report a problem with my received order?

You can fill out a return request here or contact us through our contact form

I need to return my order. What are your return policy details?

ShopMotul.com offers a 30-day money back guarantee. We will refund your payment, minus shipping for up to 30 days after purchase. Please make sure to fill out a return request and obtain an RMA before sending items back. The part must come back in its original packaging. If you do not have the original box it was received in, the part may be shipped back to you. Please make sure there are no shipping labels on the original box or packaging. The easiest way to do this is to put the item in another box or bag before attaching the shipping label. The part(s) must arrive with all pieces intact. We do not refund shipping for part return. The product(s) must arrive back to our warehouse within 30 days of the RMA being issued.

Can I cancel or change my existing order?

Because we ship items out as fast as possible, most times it is not possible to cancel an order. If you have already received a tracking number, then it is typically not possible to cancel the order, but the item may be returned for a refund upon receipt. If you would like to cancel an order, send a message using the contact form as fast as possible and be sure to include your first and last name, part type, part number and the email address you used to place the order.

I’ve requested a cancellation of my order but I still received it. Can I send it back?

Unfortunately, since we ship items out as fast as possible it is often hard to cancel your orders. You can send your order back, using our standard return policy details. The customer is responsible for return shipping costs.

What is a Return Merchant Authorization (RMA) number? What can I use this number with? If I return a part, how soon can I expect my refund?

A Return Merchant Authorization Number, or RMA Number, is assigned to your return and used as a reference for your return as it makes its way through the return process. To place a return simply log into your account, click My Shop > Invoices > Request Return You can expect your refund within 7 days after the item arrives at the return facility for processing. Upon approval, the credit will be issued to the payment method used for the purchase. Please note that your bank may take a few days to process the credit and in some instances, a restocking fee may be charged. The product(s) must arrive back to our warehouse within 30 days of the RMA being issued.

I’ve sent my order back without a Return Merchant Authorization (RMA) number. How soon can I expect my refund?

Your return may have ended up in a warehouse not designated for returns and it may take up to 30 days from the time of arrival before a refund is issued for such returns. We strongly recommend completing the return request form and asking for a RMA number. Also, please contact us using the return process or the contact form to let us know you are returning your item that has been returned without an RMA. Be sure to include the name, and email address the item was ordered under. The product(s) must arrive back to our warehouse within 30 days of the RMA being issued.

I’ve requested to update the delivery address. I ended up not receiving my order. How do I proceed?

Unfortunately, it appears, we weren’t able to update the delivery address of your order as it was processed. We hope you’ll be able to retrieve your order from the delivery address left at checkout. If not you may contact us using the contact form, or reach out to the carrier’s customer service.

How do I check the status of my order and how do I get a tracking number?

You will receive an email when your tracking number has been created or you can log into your account and check for the tracking number there. Just enter the tracking number into your favorite search engine, and you will be able to track the item right to your door. Several of our customers use more than one email address. Please make sure to check all of your email addresses for the confirmation and tracking emails.

How do I register for my account?

There is no need to register in advance. When you buy a product you will be registered at the time of the purchase.

Why can’t I log into my account? I forgot my user name and/or password. How do I retrieve it?

Just click the Login/Register button and then click the link that says “Lost Your Password”. The system will prompt you through the rest of the process and a new password will be emailed to you. If you still have issues, please send us a message using the contact form.

What happens to my order if the item purchased is not available?

We go to great lengths to make sure that every product we offer on our site is actually in stock. With such a large inventory, represented available stock may not be 100% accurate at all times. Unfortunately, some items are indeed out of stock. After we have exhausted all means possible in trying to locate the part you ordered, we will issue a refund and notify you via email. Refunds are processed automatically and while in most cases funds are available in your account within seconds, in rare cases it may take 1-5 business days for the amount to be credited back to your payment method/account.

What methods of payment do you accept?

Paypal, Visa, Master Card, Discover, American Express, ApplePay, Google GPay & Affirm.

Do you accept checks, money orders, or wire transfers as payment options?

No.

During the checkout process, I noticed “phone number” was a required field. Why do you need my phone number?

We collect your phone number as well as other contact details so we can inform you if there is a problem with your account or purchase. We may also contact you in case we need to verify or clarify the information you have provided us. In rare instances, we may contact you to verify the quality of your transaction. In extreme instances, we may share your contact information with other companies (specifically shipping carriers) in order to facilitate the delivery of your purchases, but we will not share your contact details or other personal information unless it is necessary to complete the transaction efficiently.

How do you compute the sales tax on my order/invoice?

Sales tax on your orders is based on your State and districts rates and can be avoided by sending us a tax-exempt form before you checkout.

What shipping companies do you use?

Most orders are shipped using FedEx, UPS, and USPS, but we may use different carriers, depending on the volume of the parcel in question.

What are my shipping options?

We ship all packages using a ground option by default.

How long will it take for me to receive my order?

The standard Ground Shipping is 1 to 5 business days, but since most items ship the same business day from the nearest available warehouse, delivery times are typically 1-3 business days depending on various parameters such as the distance between your delivery address and our designated warehouse for your order. The carrier used for the delivery may also run into a problem with delivery and that is often out of our control. Business days do not include Saturday, Sunday, or National holidays. For parts that can be shipped with overnight delivery, all orders must be received before 01:00 PM Eastern Time (10:00 AM Pacific Time) Monday through Friday in order to be delivered to you on the next business day. Overnight orders received after 01:00 PM Eastern Time (10:00 AM Pacific Time) may be delivered the next business day or two business days after receiving the order, depending on various parameters such as time of your order or availability of the part. Overnight and two-day delivery only apply to business days (Weekends are not included but you can try calling in to request Saturday delivery).

I ordered multiple parts and received only some of them! What happened to the rest of the parts?

We try very hard to ship your order as soon as possible, and we exhaust all means possible to get them from the closest warehouses. However, in the event that multiple parts were ordered, there may be cases where we have to ship the parts from multiple locations. Orders that we confirm we have available are shipped right away. The idea is to not make you wait, so you may receive multiple packages (that may arrive at separate times) but you should receive all of your tracking numbers at the same time. Please don’t hesitate to contact us using the contact form in the event any items are missing from your order.

How come the tracking number that I received on my email shows no movement on the carrier’s site?

Usually, it takes 24 hours for the carrier to update the tracking information after your part has been shipped. However, if it has been longer than 24 hours, there is a possibility that the carrier can’t find your exact location or that they’ve failed to scan the package. Please contact us using the contact form to verify shipping details so we can communicate with our carrier and resolve any delivery issues. In rare instances, items will be re-boxed using a different shipping label. If that is the case then a new tracking number will be emailed to you.

Why don’t you ship for free to Alaska or Hawaii regardless of my total order cost?

Free shipping does not apply to Alaska and Hawaii due to their distances from our shipping locations.

Do you ship outside the United States? Do you ship to US Territories (protectorates), APO/FPO, P.O. boxes, etc.?

We only ship to US addresses at this time. You are free to use a freight forwarder to have your package(s) exported. We can only ship to P.O. boxes when your items are quite small. We prefer that you provide a valid street address to prevent issue related to package size and USPS.

Do you ship internationally?

Not yet, but we will be soon. Please check back. You can ship to your freight forwarder for export to your international address.

Do you combine shipping?

We always attempt to combine shipments, so there is no need to request that an order with multiple items on it be combined into one shipment.

Can I use a freight forwarding service?

If you’re using a freight forwarding service to send your order abroad, please make sure that any issues with your order are reported before the package is transferred internationally. This also applies if you’ve used any delivery address in the continental USA (cousins, relatives, friends) and later shipped your order internationally.

I have a non-US-issued vehicle. Will the parts fit my car?

All parts sold on ShopMotul.com are for US-issued vehicles. We cannot confirm fitment for European/Asian/Australian/South American models even with the VIN number of your car.

Can I pick up my order locally?

We do not provide this service at the moment. We have multiple warehouses and our practice is to send your order from the closest location where the parts are available. We assure you that you will receive your order in a timely manner but all warehouses are for shipping only and do not allow walk-in customers.