Frequently asked questions



  1. Q: Do your pre-paid labels cover international returns?
    A: Regrettably, our pre-paid labels do not cover the price for international returns. To use our pre-paid labels, shipments must be sent from the United States.
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  2. Q: How long does it take for me to get a refund?
    A: It may take 4-5 business days for your return to reach the CARTRIX Fulfillment Centers. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take an additional 2-10 business days after your credit is applied for it to post to your account.
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  3. Q: I just printed out my USPS return label and it has two barcodes on it, is this the correct label?
    A: has changed the USPS return labels to include a UPS tracking number and bar code as well. This is known as a "Flex Label."  When you generate a USPS label, you will see two barcodes so that the you have the option to return via USPS or UPS.

    Both barcodes are needed on the label, so please do not alter the label in any way. The reason both barcodes are needed is because when the package is dropped off at USPS, UPS will then pick up the package from USPS and deliver it to the CARTRIX Fulfillment Centers.

    If you misplace your USPS Flex label, please contact the CARTRIX Customer Loyalty Team at 1-800-227-8749 for assistance in attaining a new Flex Label.

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  4. Q: I printed out my label and misplaced it. How can I retrieve it again?
    A: We are more than happy to help you print out a new label. The easiest way for you to get another pre-paid label, is by logging in at

       1. Go to the website and click on My Account in the upper right hand corner.
       2. Log in to your account using your email address and password.
       3. Choose the order number of the merchandise you wish to return.
       4. Underneath the Status and Tracking column, you will see a link that says, "Display Your Return Label"
       5. Your label will appear for you to print.

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  5. Q: I want to return my purchase! What do I do?
    A: You can go here for detailed information on returns.

    More About Our Return Policy

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Across the Board

  1. Q: Do you do back orders?
    A: No. We do not do back orders. If an item is out of stock the CARTRIX Customer Loyalty Team will notify you as soon as possible and ask if you would like a replacement item. Out of stock orders will be cancelled unless a replacement item is requested.
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  2. Q: Do you have a catalog?
    A: No, we do not have a printed catalog. You have a 'virtual' catalog instead on this website, we made sure you have an easy access to the items you need. If there is a particular items that you are interested in, please feel free to contact us and we will be happy to help you locate it.
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  3. Q: Do you match prices if an item goes on sale after my purchase?
    A: Yes! If an item you order from goes on sale on CARTRIX within 10 days of your original purchase, just contact us anytime during that 10 day time frame and we’ll be happy to refund the difference to your original method of payment.
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  4. Q: Do you offer Live Chat support?
    A: Yes we do! To get in contact with one of our live chat specialists, look for the Live Help button located on the top right hand of the page, to the right of our phone number. If you are unable to see this button, it saddens us to say that we do not have a specialist available to assist via chat.
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  5. Q: How can I write a review on a product?
    A: You can write a product review in with just 5 easy steps:
    1. 1. On any product page, scroll down and on the left-hand part of the screen, underneath the ‘Customer Feedback section’, you will see a button titled ‘Write a review of this product’.
    2. 2. Once you click on that button you will see an image of the product, a text box, a rating section, and three sections on how the product fits. Please fill in as much information as you’d like. You can also insert your name, where you live, your email address and other brands that you recommend.
    3. 3. Then, click on the orange ‘Submit your Review’ button.
    4. 4. Once you’ve submitted your review, it may take up to 48 hours for it to appear on the site.

    Please visit to review the legal terms and conditions concerning your submission of reviews.

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  6. Q: How do I unsubscribe from any of your mailing lists?
    A: You can simply click on 'unsubscribe me' on the bottom of email. It's simple as that.
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  7. Q: How do I use my Gift Certificate/Coupon Code/Store Credit Code?
    A: Using your code is as easy as 1-2-3!
    1. Place all of the items in your shopping cart.
    2. Under the Grand Total, click on "Have a Gift Certificate or Coupon Code? Add it here"
    3. Enter the code in the new box and click "Update Grand Total"
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  8. Q: I tried to check out and the item in my shopping cart disappeared, what happened?
    A: We are sorry that you were not able to complete your order. The selection on is live and reflects what is in stock at that moment.  Placing an item in your shopping cart does not guarantee your right to purchase that item.  Until you have completed the checkout process, another customer may purchase the item even if it is in your cart.  If that happens, you will receive a message on the shopping cart page informing you that the item is no longer available and that you should remove it from your cart. 
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  9. Q: Is the item I want going to go on sale soon?
    A: Unfortunately, does not know if an item will go on sale or be marked down until it actually happens. Please visit us back and check for the special offers.

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  10. Q: My email address has changed. How do I update this information to my current account?
    A: You are welcome to update your e-mail address by logging in to your account online. The best way to do this is to take the following steps:
    1. 1. Visit the website and click on "My Account" in the upper right-hand corner of the page.
    2. 2. Log in to your account by typing your previous e-mail address and password.
    3. 3. Once logged in, click on "Edit Profile," towards the right hand side of the page.
    4. 4. Type your new e-mail address on lines 3 and 4.
    5. 5. Verify your "Current password" at the bottom.
    6. 6. Click "Update Now."
    7. 7. Your e-mail will be updated.

    Also, we would be happy to update your e-mail address for you over the phone. For security purposes, we ask that you call the CARTRIX Customer Loyalty Team at 1-800-227-8749 to confirm your account information. Upon verification, we will be glad to take care of your request immediately. Please let us know if there is anything else we can help you with.

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  11. Q: The item I want is out of stock. What do I do now?
    A: is very sorry that the item that you need is out of stock. On the product page, there is a link that says "Notify me". If you click on that link, you will see a popup that will let you add your email address to our notification list. When the product becomes available, you will receive an automated email sent by our system letting you know that your item is available for purchase. The notification list does not hold an item for you, and it does not obligate you to make a purchase so you are welcome to shop around while you wait. Items are available on a 'first come, first served' basis, so please make sure that you place your order quickly.
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  12. Q: Do you accept orders through VOIP?
    A:While we are happy to hear from our international customers, we are unable to accept VOIP(voice over internet protocol) calls at this time. We have allowed VOIP calls in the past, however, we found it limited the service we were able to provide. You may call us from any land line or cellular phone at 1-800-227-8749. We apologize for the inconvenience this may cause.
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Payment Information

  1. Q: Do you accept international credit cards?
    A: Currently can accept international credit cards but we can only ship to an address within the United States and its territories. Please note that the credit card must be issused and contain a logo from either Visa, Mastercard, Discover, or American Express.

    On the checkout page, there will be a billing and shipping section. Please do the following:

    For the billing information

    • -Enter your street address on Address Line 1.
    • -Enter your City, County or Province, and Postal Code on Address Line 2.
    • -Enter your Country  for the city.
    • -Enter AA for the state.
    • -Enter 11111 for the zip code.

    For the shipping information

    • -Please enter the correct information in the appropriate field.

    Orders placed with the use of an International Credit Card may take up to 72 hours to finalize prior to shipping.  We apologize for any inconvenience this may cause.

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  2. Q: Do you allow Cashier's Checks or Money Orders?
    A: No. At this time does not accept Cashier's Checks or Money Orders.
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  3. Q: Do you charge sales tax on any item?
    A: CARTRIX Retail, Inc. is required by law to collect sales tax on orders shipped to Kentucky, Nevada, New York, North Carolina and Washington. If you are shipping to any of these states, the appropriate charges will be added to your merchandise total and displayed on your final order confirmation.

    Important Sales Tax Information

    We do not collect sales or use taxes in all states. For states imposing sales or use taxes, your purchase is subject to use tax unless it is specifically exempt from taxation. Your purchase is not exempt merely because it is made over the Internet or by other remote means. Many states require purchasers to file a sales/use tax return at the end of the year reporting all of the taxable purchases that were not taxed and to pay tax on those purchases. Details of how to file these returns may be found at the websites of your respective taxing authorities.


    For Oklahoma purchasers, the tax may be reported and paid on the Oklahoma individual income tax return [Form 511] or by filing a consumer use tax return [Form 21-1]. The referenced forms and corresponding instructions are available on the Oklahoma Tax Commission website, are required to provide the notice above for Oklahoma purchases based on Oklahoma law (HB 2359) enacted in June 2010.


    Colorado HB 1193, enacted in February 2010, required online retailers to provide a detailed purchase report to customers with more than $500 of annual Colorado purchases by January 31st and to provide a summary purchase report with the total amount of each customer's annual Colorado purchases to the Colorado Department of Revenue by March 31st.  This law is currently the subject of a legal challenge brought by the Direct Marketing Association and others. In the meantime, the U.S. District Court has suspended enactment of the law while the legal challenge proceeds.

    South Dakota

    For South Dakota purchasers, the tax may be reported and paid on the South Dakota use tax form.  The use tax form and corresponding instructions are available on the South Dakota Department of Revenue website.  We are required to provide the notice above for South Dakota purchases based on South Dakota law (SB 146) enacted in April 2011.


    For Vermont purchasers, the tax may be reported and paid on the Vermont use tax form.  The use tax form and corresponding instructions are available on the Vermont department of taxes website.  We are required to provide the notice above for Vermont purchases based on Vermont law (H 436) enacted in May 2011.

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  4. Q: Is it safe to use my credit card on your site?
    A: Yes! understands that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.


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  5. Q: Is it safe to use my debit card online?
    A: Yes! And please note: If you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
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  6. Q: What forms of payment do you accept?
    A: currently accepts Visa, MasterCard, Discover, American Express, and PayPal for all orders.
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  7. Q: What can cause my order to be delayed?

    1. 1. If the billing information you provided does not match what your bank has on file(including address and telephone number), your order may be delayed.

    2. 2. We all love sending gifts to others and ourselves, as much as we love receiving them. However, if you are shipping to an address other than your billing address your order may be delayed.

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  1. Q: How can I obtain the balance of my store credit?
    A: Your Store Credit balance is listed in the store credit section on the My Account Page. You may also obtain your balance of store credit by calling our Customer Loyalty Team at 1-800-227-8749.
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  2. Q: How do I use store credit?
    A: The easiest way for you to use store credit is applying it in your shopping cart. To do this, start by being logged in your CARTRIX account. Once logged in go to your shopping cart. You will find a grey button underneath the grand total. The current amount of store credit you have available will appear to the left of the button. The button will say "Apply Store Credit". After clicking on this button, your grand total will be updated. At this point you can proceed to checkout.

    Please know that if you do not have store credit available for use, this button will not appear in your shopping cart.

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  3. Q: I lost my store credit code, how do I get it?
    A: You can find your store credit code in the email you were sent when your return was received and you were given store credit. If you lost this email or cannot find this email, you may obtain your code by calling the CARTRIX Customer Loyalty Team at 1-800-927-7671, who would be more than happy to email you another copy as we're unable to provide the code by phone.
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  4. Q: What is store credit and how do I get it?
    A: Store Credit is credit received for returns that may be used to purchase future orders on the website. When returning items you have the option to 'Receive Store Credit' or 'Refund my Credit Card'; if you select 'Receive Store Credit' you will receive store credit for the amount of your return.

    Please keep in mind that store credit is only available once your item(s) has been returned and processed.

    For more information on store credit, see our terms and conditions

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  1. Q: How do I sign up for PayPal?
    A: You can sign up for a PayPal account by going to
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  2. Q: How do I use a Paypal payment option?
    A: Existing PayPal users who would like to use PayPal payment method when placing an order can click on the "Checkout with PayPal" button when checking out. New PayPal users who would like to use PayPal as a payment method will be redirected to the PayPal website to sign up for an account and will be presented with the "Checkout with PayPal" option when they get back to the website.
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  3. Q: How is billing done for PayPal?
    A: Customers who sign up for a PayPal account must sign a Billing Agreement which will authorize the merchant to take out their payments directly from their PayPal account. Only then can the customer be able to control how to pay for their purchases. For detailed information, customers can contact PayPal customer service by calling 1-800-227-8749.
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  4. Q: What do I do if I have questions about my PayPal account?
    A: You may contact PayPal customer service by calling 1-800-227-8749 or go to for support and additional information.
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  5. Q: What is PayPal?
    A: PayPal is a payment method for online purchases enabling buyers and businesses to send and receive money online. As of today, PayPal has over 100 million member accounts in 190 countries and regions. One advantage of using PayPal payment method is that it offers faster, safer and easier checkouts and promises to protect customers from revealing their credit card and other financial information to the merchant.
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  6. Q: When are funds transferred out of my PayPal account for my order?
    A: PayPal withdraws money from your PayPal account immediately after checkout. If the balance is lower than the total payment, PayPal offers credit products or the option to pay from your bank account or a credit card. Customers who do not have a PayPal account at this point will need to use a valid credit card to complete the payment. For detailed information, customers can contact PayPal customer service by calling 1-800-227-8749.
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