FAQ
Orders
Is a 17-digit VIN number required for all orders?
Is a 17-digit VIN number required for all orders?
Only if the product advertisement instructs you to give us that information. After adding the item to your cart, you can enter your vehicle's year/make/model and 17-digit VIN within the Compatibility Notes prior to checking out. If you forget to do so, simply contact our support team with the information as soon as possible so there will not be any delays fulfilling your order.
Why was my order delayed?
Why was my order delayed?
Your order may be delayed if we are missing the information necessary for processing. If this is the case, we will email you within 48 hours of receiving your order. Please check your spam or junk folder.
How do I cancel or edit an order?
How do I cancel or edit an order?
Unfortunately, we cannot cancel orders due to a change of mind. However, we understand that mistakes happen. If you need to edit your order information, such as the delivery address or contact number, please contact our customer service as soon as possible.
Here’s what you can do:
- Contact our customer service via email address, or Live Chat.
- Have your order number ready when contacting customer service.
- We cannot guarantee changes to orders after 24 hours of placement. This is because orders may be processed once received
How can I track my order?
How can I track my order?
You can track your order by checking the shipping confirmation email, which contains a tracking number and a link to the courier's website. Alternatively, log in to your account on our website, navigate to "My Orders," and click on the tracking link provided for your order.
What if there is a problem with my order?
What if there is a problem with my order?
If there is an issue with your order, please contact our customer service team as soon as possible. You can reach us via email, phone, or through the contact form on our website. Provide your order number and a brief description of the problem so we can assist you quickly.
I didn't receive all off my order?
I didn't receive all off my order?
If part of your order is missing, please check the shipping confirmation email to see if the items were sent separately. If all items should have arrived together or if you have concerns, contact our customer service team with your order number. We’ll investigate and resolve the issue promptly.
Installation
Do you offer installation?
Do you offer installation?
We do not offer installation internally, but we can refer you to installers that can help install your upgrade.
I did not buy a kit from you but only a wiring harness for an upgrade. Can I get technical support for installation and troubleshooting?
I did not buy a kit from you but only a wiring harness for an upgrade. Can I get technical support for installation and troubleshooting?
We do not provide technical support for customer who wishes to opt-out of getting a kit and chooses to buy just a wiring harness from us. Customer is responsible for their own installation and troubleshooting.
Shipping & Delivery
When can I expect delivery of my order?
When can I expect delivery of my order?
We process your order within 24 business hours after receipt of full payment, and items will leave our facilities within 7 business days after processing.
We provide you with tracking information via email 24 to 48 hours after your item has shipped. Please ensure you have provided us with a valid email address and check your spam or junk folder as communications from CarPlayNav may not make it past your filter, depending on your settings.
Will there be a handling fee for my order?
Will there be a handling fee for my order?
Yes. The handling fee covers packaging materials needed to provide the safe arrival of your purchase. We typically include this fee with the shipping charge.
Can I arrange my own shipping?
Can I arrange my own shipping?
No. We use very carefully selected commercial carriers to provide the best coverage and care for your products. We therefore do not allow customers to arrange for their own shipping. By letting us package items, select the best shipping method, and coordinate freight pick-ups, you are guaranteed the most secure and efficient shipping course at the best possible price.
Will you ship items outside of North America?
Will you ship items outside of North America?
Yes, we do ship anywhere around the world. Any items sold outside of North America are final sale which voids all warranties.
Shipping fees will be paid by the customer.
Is free shipping included for Puerto Rico, Hawaii, Alaska?
Is free shipping included for Puerto Rico, Hawaii, Alaska?
No, shipping costs are paid by the customer.
Can I pay for or pick up my order at a local branch?
Can I pay for or pick up my order at a local branch?
Yes, only if you placed an order in person at a local branch. Orders placed through the website will have to be shipped directly to your address.
Do you offer expedited shipping?
Do you offer expedited shipping?
Yes, we offer expedited shipping options at checkout. Delivery times for these services are faster, typically within 1-3 business days after processing. Additional charges may apply.
Can I change my shipping address after placing an order?
Can I change my shipping address after placing an order?
If your order hasn’t been processed yet, you can contact our support team to update your shipping address. Once the order is shipped, we’re unable to make changes.
Returns & Refunds
May I return a part if it does not fit?
May I return a part if it does not fit?
Yes. If we recommended a part that is marked on our website as compatible with your vehicle but isn’t, you are covered and must notify us within 30-days upon arrival.
Do you accept returns for conversion harnesses?
Do you accept returns for conversion harnesses?
Conversion harnesses are sold as-is, and no returns will be accepted. Customers who assemble their own kits are solely responsible for ensuring that their assembled upgrade functions properly.
What can I do if I receive a damaged part?
What can I do if I receive a damaged part?
If you receive a damaged part, you must sign for the shipment as “received damaged”. The shipping company will then be responsible for the damaged part.
After receiving and signing for the part, contact our support team and we’ll assist you with the claim and replacement process.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
Warranty
What is your returns policy?
What is your returns policy?
We offer a 30-day return policy for most products. Items must be in their original condition, unused, and with all packaging intact. Please refer to our Returns Policy page for more details on eligible products.
How do I initiate a return?
How do I initiate a return?
To start a return, contact our support team with your order number and reason for return. We’ll provide detailed instructions, including where to send your item.
Can I exchange an item instead of returning it?
Can I exchange an item instead of returning it?
Yes, exchanges are available for most products within 30 days of receipt. Simply let us know the item you’d like to exchange for, and we’ll guide you through the process.
How long does it take to process my return or exchange?
How long does it take to process my return or exchange?
Once we receive your returned item, processing typically takes 5-7 business days. Refunds will be issued to your original payment method, or the exchanged item will be shipped promptly.
