Frequently Asked Questions
The answers below summarize our current policies. Follow the linked policy pages for complete terms.
How do I find the correct replacement part?
Search by part number and compare the replacement numbers and product details. If you need help, contact us with the complete appliance model and serial number and clear photos of the identification label and existing part.
How much is standard shipping?
Standard shipping is $12.45 flat rate for orders up to $500. Standard shipping is free on orders over $500. The manufacturer dropship upgrade is separate. See our Shipping Policy.
When will my order ship?
Most in-stock orders ship the same or next business day. Out-of-stock orders generally ship within 3–4 business days, subject to availability. These are processing estimates, not delivery promises; carrier transit time begins after shipment.
Can an item ship directly from the manufacturer?
Orders of $100 or more may qualify for a $25 direct-from-manufacturer shipping upgrade, subject to manufacturer availability. Contact us to confirm. This may allow same- or next-business-day fulfillment when stock is available; it does not guarantee overnight delivery or a particular arrival date. The upgrade is not included in free standard shipping.
How do I track my order?
Open Track Order and choose View Orders & Tracking to access your customer account. Sign in using the checkout email, then open Orders and select your order. Tracking is provided when available after shipment.
What if my shipment is delayed?
Manufacturer backorders, carrier delays, holidays, weather, and other circumstances may affect estimates. If availability changes the expected shipping timeframe, we will contact you. For help, contact customer support with your order number.
How long do I have to request a return?
We accept return requests within 365 days of delivery, subject to authorization, inspection, exclusions, and applicable deductions. An RMA must be approved before you ship anything back. Review the Return Policy.
How do I request an RMA?
Use the online RMA request form, email support@exactreplacementpart.com, or use website chat. Include your name, order or invoice number, part number and description, quantity, return reason, and failure details. For damaged or defective items, include clear photos and an invoice copy when available. Wait for written approval and shipping instructions.
Is there a restocking fee, and who pays return shipping?
A 20% restocking fee applies to approved returns unless an exception applies. Original shipping is nonrefundable, and customers pay return shipping, except when the return results from our error.
What if you sent the wrong item or made an error?
Contact us before returning the item. If the return results from our mistake, we cover approved return shipping and waive the restocking fee. Original shipping charges associated with our error are refunded as applicable.
What happens if a part is defective?
Obtain RMA approval first. Defective items are returned to the manufacturer for evaluation, and a refund is issued upon the manufacturer’s approval. Evaluation times vary. An RMA or receipt of the part does not guarantee a refund. Keep the item, packaging, and supporting documents unless we instruct otherwise.
Can I return a part without approval?
Returns sent without prior RMA approval may not be refunded and may be shipped back at your expense. Ship only to the address in your written approval, package securely, include the RMA number and invoice, and retain your return tracking details.
When will I receive my refund?
Approved returns are inspected and any applicable fees or nonrefundable shipping charges are deducted. Defective-item refunds require manufacturer approval. Once approved, refunds go to the original payment method; your bank or payment provider may take additional time to post the credit.
What warranty applies to ERP parts?
Eligible ERP products have a one-year limited warranty from installation or sale by an authorized distributor for defects in materials, workmanship, or operation during ordinary use. Proof of purchase, the ERP part number, failure details, and return authorization are required. Following inspection, ERP may choose repair, replacement, or credit. A claim does not guarantee a refund. See the Warranty page.
Are electronic parts covered or returnable?
Electronic parts are excluded from ERP’s limited warranty and are nonreturnable under ERP’s published terms. Contact ERP directly to confirm eligibility for control boards or other electronic components.
Do you serve both DIY customers and technicians?
Yes. We sell repair parts to homeowners, DIY customers, and professional service technicians. Business buyers can explore B2B pricing or contact us about purchasing needs.
How can I contact customer support?
Email support@exactreplacementpart.com, visit our Contact page, or use website chat. Support hours are 8 AM–8 PM Pacific Time.
Still need help? Contact customer support.