Customer Service
Autopia Customer Service FAQ
Shipping
When will my order ship?
- Once the order is placed, it normally takes 1-2 business days to process and ship. While we try to get orders out on time, there are periods of high order volume where it may take an extra day to process. Once the order is labelled to ship, you will receive an email containing the tracking number.
Where is my order/ how do I track it?
- Once an order ships, an email notification will be sent out to the email we have on file. Below is a link that will allow you to track your order. You only need your order number and email.
Do you ship outside the US?
- As of right now, we are unable to ship orders internationally, unless you utilize a freight forwarder.
Can I ship to a different address other than my Billing?
- While we do not recommend it, it is possible to place an order and have it ship to an address other than the billing address. During the check out process, you will be able to fill out both shipping and billing addresses. Please be advised you may receive an email being asked for more information if the order gets flagged.
Can I request a signature required or any other special service?
- There is not an option to request a signature required in the check out at this time.
Do you ship to military addresses?
- We do ship to military addresses.
Do you offer expedited shipping?
- At this time, the only shipping methods we offer are available to see when you go to check out.
I am over the free shipping limit, why isn't my shipping free?
- Select custom or oversized items within our store are excluded from free shipping promotions. Regular shipping charges apply to any items that have additional shipping costs as noted on those product pages or on oversized orders - including but not limited to bulk products, case sizes, and orders with 4 or more gallon-sized products, and custom ordered items.
Account Issues
Where are my rewards? Why can't I see them?
- Make sure you are logged into your account, click on “My Account” drop down and click on “My rewards. From there you will be able to see how many rewards have and how you can redeem them. Rewards points for any recent orders are not active until 15 days after the order has been placed.
Where are my previous orders? Why can't I see them?
- Make sure you are logged into your account, click on “My Account” drop down and click on “My Orders”. From there you will see all orders you have placed while logged into your account. If you have placed an order over the phone, you will not see your order in your account.
I forgot my password/username
- You can use the “Forgot email” link to reset your password, or you can send us an email at info@auto-carcare.com and request to reset your email or password.
How do I redeem points in my account/ How do I redeem store credits?
- Make sure you are logged into your account, click on “My Account” drop down and click on “My rewards. From there you will be able to see how many rewards have and how you can redeem them. Once rewards are redeemed, they will be active as a store credit in your account. To redeem, add your items to your cart and proceed to checkout. During the check out process, you will see a prompt to add your store credit.
Coupon exclusions
Can I stack coupons and store credits together?
- You are allowed to stack coupon codes and store credits together. However, you cannot stack coupon codes on top of each other.
What is excluded from coupons?
- Coupon codes are NOT applicable on previously placed orders, gift certificates, polishers, polisher kits, detailing classes, custom/drop shipped items, water de-ionizers, vacuums, blowers, foam guns/cannons, bulk/case lots, buckets, bucket kits, steam cleaners, Montana wash brushes, Tornador guns, detailing carts, detailer's stools, swirl finding lights, paint thickness gauges, bottle/polisher racks, detailer's bags, wall guards, garage mats/flooring, garage door seals, IK sprayers, or pressure washers. Only one coupon code may be used per order.
Other exclusions from Promo offers
- "Free" & "Flat Rate Shipping" promotions apply only to orders with ground service within the 48 contiguous United States after all discounts are applied. Regular shipping charges apply to any items that have additional shipping costs as noted on those product pages or on oversized orders - including but not limited to bulk products, case sizes, and orders with 4 or more gallon-sized products. Regular expedited charges apply.
- "Buy One, Get One" offers, bonus item offers, temporary sale price offers, and similar limited-time offers are only available during the time of the promo. If an item is added to your cart and the order is placed after the promo run time, the additional items will not be included.
- When a "Buy One, Get One FREE" item is added to your cart, the second quantity will automatically be added to your cart for free.
- Orders must meet minimum order requirement to qualify for a free gift. The gift will automatically be added to your cart once you meet the order requirement. One free gift per order, per household.
Placing orders
Can I add an additional item to or change my order?
- No Additional items can be placed on an already existing order. If the order is being fulfilled, then we cannot make any adjustments to the order. Please be careful and double check orders prior to placing them.
How do I cancel my order?
- We try to get orders out as soon as possible, and in times of higher customer service volume, sometimes we are not able to get to the order prior to it being fulfilled. Please be careful and double check orders prior to placing them to avoid the need of cancellation.
Returns / Exchange Policy
RETURNS
- We understand things happen! Life may get in the way, there may be a change of heart, or anything else. Autopia welcomes the return of any new factory sealed product within 30 days of purchase*
- If you are having an issue with your order or a specific product (Damaged in transit, received wrong item, etc), please email customer support to get this resolved info@autopia-carcare.com
- Our returns section is for new factory sealed returns only.
We offer 2 convenient options for your return:
- Store Credit (No Restock Fee)
- Refund (20% Restock Fee)
Return Processing:
- A 20% restocking fee will be charged on all items returned for a REFUND. This fee is waived if you would prefer a Store Credit.
- If you wish to exchange an item, we will process the return as a store credit and you will be able to place a new order online. If the new item is more than the exchanged item, the buyer is responsible for the balance.
- If you wish to return part of a kit, the entire kit must be returned.
- If you are returning your item for a store credit the item must be returned to us. Once it arrives here your return will be checked in within 2-3 business days and a credit will be issued to your account.
- If you plan to use the credit for a new item, you must wait for the credit to be issued to your account.
- Original shipping charges are not refundable.
- Return shipping arrangements and costs are the responsibility of the buyer. We have no control over how long it takes your item to get back to us, we suggest you choose a reliable carrier that provides tracking. Please ensure your package has been delivered before requesting an update. While we strive to complete all returns within 2-3 business days of being received, some delays can occur.
Once your return is authorized, you will receive an email and it can be shipped to:
Autopia Car Care Returns Dept.
RMA: (original order number or RMA#)
10 SE Central Pkwy
Suite 220
Stuart, FL., 34994
Please make sure your item is properly packaged for shipping and insured for its replacement value. If your return is damaged in transit you will need to file a claim with the shipper you used.
*Polishers: If you feel as though a polisher you have purchased through Autopia may be defective, please email us and we can work with the manufacturer to ensure that you are taken care of.
*If your order was shipped with a free shipping promotion,we reserve the right to deduct the actual shipping cost from your refund or store credit*
Sales Tax
Charges and Exemption
- Autopia car care COLLECTS SALES TAX in states where we have physical presence (or nexus), including FL, TX, and IN. Autopia car care also collects sales tax as required in AL, AR, AZ, CA, CO, CT, FL, GA, IL, IN, KY, LA, MA, MD, MI, MN, NC, NE, NH, NV, NJ, NY, OH, PA, RI, SC, TN, TX, UT, VA, WA, WI, WV.
- Alabama Rule 810-6-2-.90.02 - Seller has collected the simplified sellers use tax on this transaction(s) for Alabama customers and the tax will be remitted on the customer's behalf to the Alabama Department of Revenue. Seller's program account number is SSU-R009906544.
- Autopia car care DOES NOT COLLECT SALES TAX in any state NOT listed above because Autopia is not required to collect sales or use tax in these states. FOR OUR TAX-EXEMPT CUSTOMERS: Autopia car care DOES NOT COLLECT SALES TAX if we have your exemption certificate on file.
Contact Us
If you have any additional questions, feel free to reach out to us at
info@autopia-carcare.com.com or submit a contact form