Contact Us

Customer Service Contact Information

Live Chat (Preferred Method)
Location: Click the "Live Chat" icon in the lower-right corner of the website
Hours: Monday to Saturday (Closed Sunday)
Response Time: Within 8 business hours, Monday to Saturday
Best For: Quick inquiries, order status updates, and simple questions

Email
General Inquiries: Vicky@partsphoenix.com
Response Time: Within 24 business hours

Our Service Commitment
We are committed to:
- Providing accurate and professional parts compatibility guidance
- Maintaining transparency by promptly communicating updates on inventory, pricing, and shipping
- Responding to your inquiries within the promised timeframe
- Issuing a case reference number for easy tracking and follow-up

We are unable to:
- Provide technical vehicle repair advice (please consult a certified technician)
- Guarantee delivery timelines affected by external factors (e.g., international customs clearance)
- Modify shipping addresses for orders already dispatched
- Assume responsibility for parts damaged due to improper installation

Situations Requiring Immediate Assistance
Please contact us immediately if:
- Payment was completed but no order confirmation email was received within 2 hours
- Tracking shows delivered, but the item has not been received
- Parts received are significantly damaged (please notify us within 48 hours)
- There is suspected fraudulent activity or unauthorized account access

Non-Urgent Matters (Recommended to use email)
- Price inquiries
- Bulk purchase quotations
- General product questions
- Feedback or suggestions

Issue Escalation Process
If your concern has not been resolved to your satisfaction:
1. Request escalation to a supervisor from the current support agent
2. Or email Vicky@partsphoenix.com with the subject line "Complaint Escalation"
A dedicated supervisor will contact you directly within 24 hours.

Helpful Tips
- Providing clear details about your issue helps us assist you more efficiently
- We recommend keeping records of important communications, especially order-related emails
- For complex installations, we strongly advise consulting a professional technician to ensure safety
- Visit our Help Center for quick answers to frequently asked questions
- We value every customer's feedback—your satisfaction is our top priority!

The Parts Phoenix Customer Service Team