Customer Service

Frequently Asked Questions (FAQ's)

How may I contact you?

For all customer service enquiries, please complete the form above.
Should you have any queries, please contact us via email: vicky@partsphoenix.com

How do I return parts?

If you need to initiate a return, please follow these steps:
1. Obtain an RMA Number: Contact customer service with your order number, item number to be returned, and reason for return.
2. Package the Item: Place the item along with all accessories and documentation in the original packaging. Clearly mark the RMA number on the outside of the package.
3. Ship the Item: Use a reliable carrier that provides tracking services. Shipping costs are the customer's responsibility, except for returns due to our error.
4. Submit Tracking Information: Please enter the return tracking details on the "Order Management" page.
5. Inspection and Refund: Once the item passes inspection, a refund will be issued to your original payment method within 7–10 business days.

When will I receive my RMA number?
Most RMA numbers are issued within 2-4 working days (some items may take longer than 4 days). Your RMA number and full return instructions will be sent via email. If you have not received your RMA number within 5 working days of applying, please contact us immediately as there may be an issue with your return.

What happens if I refuse delivery?
If you refuse delivery, you must immediately submit a support ticket to report the refusal. Refunds for refused orders will be processed upon receipt of the returned goods. This typically takes longer than standard procedures (sometimes 1 to 3 weeks).

What if I return parts without an RMA number?
If you return parts to the address on the packaging without using our provided RMA number, you will not receive a refund unless you can provide a valid, trackable return tracking number. Even with a return tracking number, locating your returned parcel may take several weeks to process. Should your return parcel remain untraceable or you fail to provide a valid tracking number, no refund will be issued. Under no circumstances should goods be returned without a valid RMA (Return Merchandise Authorisation) number.

Can parts damaged during installation be returned?
Parts damaged due to improper installation cannot be returned.

Can parts be returned if some accessories have been opened and used?
Parts missing accessories, hardware, or instruction manuals cannot be returned.

How is the refund amount calculated?
The refund amount is the net price of the part itself, after deducting shipping costs and any discounts. Under no circumstances will the original shipping cost be refunded. The final refund amount will be clearly stated in the refund confirmation email.

When can I expect to receive my order?
Our goods are dispatched from China, with some items shipped from our US warehouse. Most orders are typically delivered within 10 to 15 working days. Some orders may take longer than 15 days.

Can I cancel my order?
You may cancel your order free of charge within 48 hours (two calendar days) of successful payment. After this period, the order will enter the processing stage and cannot be cancelled.

Should you have any further queries, please click here to submit your email address and relevant questions. Our customer service team will be pleased to assist you.