Customer Service

Processing Time

Orders are processed and dispatched within 48 hours during standard business days (excluding weekends and public holidays).

Shipping Methods

We ship locally via SF Express, GoGoVan, or Lalamove.

Delivery Estimates

Estimated delivery times are provided at checkout. Please note that these are estimates only, and we are not liable for delays caused by the courier or unforeseen circumstances.

Delivery Address & Fees

Customers are responsible for providing a complete and accurate delivery address. Additional shipping costs incurred due to incorrect addresses, failed delivery attempts, or remote area surcharges will be billed to the customer.

Lost or Stolen Packages

Once a package has been handed over to our courier and leaves our warehouse, 28CarParts is no longer responsible for lost, stolen, or delayed packages. If tracking shows the package was "Delivered" but you have not received it, please contact the courier directly to file a claim. We do not issue refunds or send replacements for packages marked as successfully delivered.

Contact Us

For any delivery inquiries, our contact information is available directly on this page (located on the right-hand side on desktop, and at the bottom on mobile).

Order Cancellations

Orders cannot be cancelled once the parts have been dispatched from our warehouse under any circumstances. If you need to cancel prior to dispatch, you must contact us immediately. Approved pre-dispatch cancellations may be subject to a payment processing and restocking fee.

No Refund Policy

All sales are final. We do not issue monetary refunds under any circumstances; we only offer exchanges for eligible items.

Exchange Window

Exchange requests must be submitted in writing within 3 days of delivery. Requests made after this window will be strictly denied.

Out of Stock on Exchanges

If an exchange is approved but the requested replacement item is out of stock, we will issue a store credit valid for 6 months. Monetary refunds will not be provided.

Strict No-Return Categories

For electrical auto parts (e.g., spark plugs, ignition coils, alternators, sensors), clearance, on-sale, and pre-order items, returns or exchanges are not accepted under any circumstances once dispatched.

Fitment Responsibility

Customers bear sole responsibility for ensuring they are ordering the correct parts. To ensure correct fitment, please provide your vehicle’s VIN in the order notes at checkout. If no VIN is provided, the customer assumes all risk regarding part compatibility.

Damaged in Transit / Defective on Arrival

If an item arrives damaged due to transit or you receive the incorrect item, you must notify us within 24 hours of delivery with photographic evidence. Transit damage claims will not be accepted after 24 hours.

Condition of Returned Items

Returned items must be unused, uninstalled, and in their original, factory-sealed, undamaged packaging. Items with broken seals, opened barcodes, grease marks, or tampered labels will be immediately rejected.

Exchange Process & Shipping Liability

Customers are fully responsible for all return shipping costs, as well as the shipping cost for the newly exchanged item. The customer assumes all risk of loss or damage in transit. We strongly recommend doing exchanges in person at our office by appointment.

Company Rights & Abandoned Items

If a returned item is inspected and rejected for an exchange, the customer must pay to have the item returned to them. If the customer refuses to pay within 14 days, the item will be considered abandoned and disposed of.

Limited Manufacturer Warranties

Auto parts are subject to wear and tear. Therefore, only specific products (such as select batteries and Xenon bulbs) come with a manufacturer's warranty. For all other parts, no warranty is provided once the item has been installed or used.

Warranty Claim Process

If you believe a covered part (e.g., a battery or Xenon bulb) has a manufacturing defect, please contact us immediately. Any approval for replacement is subject entirely to the specific manufacturer’s terms and diagnostic requirements.

No Labor Coverage

Under no circumstances will 28CarParts or the manufacturer reimburse for labor costs, mechanic fees, towing, rental cars, or any other incidental expenses incurred due to the installation, failure, or replacement of any part.

Professional Installation Strongly Recommended

Auto parts are highly complex and safety-critical. We strongly recommend that all parts purchased from us be installed by a certified, licensed auto repair professional.

Liability Waiver

28CarParts acts solely as a retailer of automotive parts, not a repair facility. We assume no liability for vehicle damage, personal injury, property damage, or legal consequences resulting from the improper installation, misuse, or modification of the products we sell. The purchaser and installer assume all risks associated with the use of the parts.

Accepted Payment Methods

Our store provides a seamless and secure checkout process powered by Shopify Payments. We accept Visa, Mastercard, American Express, UnionPay, Apple Pay, Google Pay, and Shop Pay.

Data Security

Our online store is built on Shopify, which is certified Level 1 PCI DSS compliant. Your payment details and personal data are heavily encrypted and strictly protected at the highest industry standards.

Fraud Protection

For your security and ours, all transactions are subject to Shopify’s automated fraud-analysis checks. If an order is flagged as high-risk, we may request additional identification before dispatching the items. We reserve the right to cancel and refund any order that does not pass our security checks.