Radiator Express Support Center

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Terms and Conditions

Last Updated: Nov 13, 2019 04:51PM EST
SHIPPING TIME: We process online and phone orders through our East Coast call center during the hours of 9am-6pm EST (M-F).  Items ship via UPS ground the same day when ordered by 2 pm EST, 2 pm CST, 3 pm PST.  Most deliveries take 1-3 business days.  For guaranteed delivery times and expedited shipping rates, call for pricing.

DELAYED SHIPMENTS: RadiatorExpress.com uses UPS, FEDEX and ONTRAC to ship its products. We do not guarantee their scheduled delivery dates. If your chosen part is on backorder, we will call you and discuss your options during processing hours. Rest assured that we will not hold an order longer than 24 hours without notifying you, our customer, that we are unable to immediately ship an item.

PRODUCT INSPECTION: All items should be inspected at time of receipt prior to installation for quality, fit, and condition. If you are unhappy with a product for any reason, it may be returned as long as it has not been used and is accompanied by the original packing.  Under no circumstance will we accept an item back for credit without the original packaging. We sell stock cooling parts unless otherwise specifically noted in our listings. Stock cooling products are guaranteed to deliver OEM (dealer) cooling capacity regardless of core thickness. Product dimensions are meant to be used as a reference only and the thickness of an item may vary. If you have received a damaged item, report it with the delivery carrier within 48 hours of receipt, keep the original packing as well as contact our RMA department. If you are unable refuse the damaged item or have difficulty claiming damage with the shipper, our RMA department will assist you via e-mail and live-chat with your return. For an immediate replacement, you are urged to place a temporary order online.

INCORRECT PARTS: If you receive the wrong part, contact our RMA support department to file a claim and receive instructions to ship the item back for refund or exchange. If you have mis-ordered your part, you are welcome to place a temporary reorder online to get a new part to your door ASAP.

MISSING PARTS: If your item has not arrived within 1-5 days from date of order, contact our customer support department immediately and or your third party shipper to file a lost package tracer claim.  Items must be claimed missing within 30 days from date of order to be valid for investigation, refund or replacement.  Under no circumstance can or will Radiator Express offer a refund to a customer that claims an item missing over 30 days from date of shipment.

INFORMATION COLLECTION,USE AND SHARING: We are the sole owners of the information collected on this site. We only have access to/collect information that you voluntarily give us via email or other direct contact from you. We will not sell or rent this information to anyone. We will use your information to respond to you, regarding the reason you contacted us. We will not share your information with any third party outside of our organization, other than as necessary to fulfill your request, (e.g. to ship an order, collect a product or merchant review) Unless you ask us not to, we may contact you via email in the future to tell you about specials, new products or services, or changes to this privacy policy.

CONTROL OF INFORMATION: You may opt out of any future contacts from us at any time. You can do the following at any time by contacting us via the email address or phone number given on our website: See what data we have about you, if any. Change/correct any data we have about you. Have us delete any data we have about you. Express any concern you have about our use of your data.

SECURITY: We take precautions to protect your information. When you submit sensitive information via the website, your information is protected both online and offline. Wherever we collect sensitive information (such as credit card data), that information is encrypted and transmitted to us in a secure way. You can verify this by looking for a closed lock icon at the bottom of your web browser, or looking for "https" at the beginning of the address of the web page. While we use encryption to protect sensitive information transmitted online, we also protect your information offline. No employees are granted access to customer credit card information and the computers/servers in which we store personally identifiable information are kept in a secure environment.

CATALOG LISTINGS: RadiatorExpress.com makes every effort to keep our online listings up to date and accurate. Our catalog is a guide to assist with purchasing.  It is explicitly the customer's responsibility to check illustration and description prior to purchase to confirm proper fit.  Listings are subject to change without notice.

PHONE SALES: Radiator Express ® staffs talented and trained order takers to help with the many questions end users often have about auto parts. Our staff, while trained to help will not be held personally responsible for the fitment or delivery time of products they may assist you with purchasing.  It is always the ultimately responsibility of the purchaser to confirm the item selected is what they would like to purchase.  Unsure of what you need? We suggest consulting a certified mechanic or ordering with the dealer part number as a reference.

CUSTOMER SUPPORT: Our claims and customer service department operates via e-mail support tickets. You can file a ticket by clicking the link at the top of this page. (TO REQUEST A RETURN AUTHORIZATION CLICK HERE ) RMA cases are normally responded to within 12-24 hours of entry. The support department is not available via phone - we urge customers with immediate reorder issues to place a new order via the web site or via the sales office. Return information will arrive as a reply to your RMA request with an RMA number in the heading of the mail. Returns and correspondence regarding returns must include this RMA number.

ORDER CANCELLATION: Given that our orders are distributed through over 100 locations, it is often hard to call back or hold an order that has been placed with us. We recommend that you are certain that you need a part when ordering with us. However, we will do our best prevent items from shipping that have been requested canceled subject to a 10% office handling fee. Orders that are unable to be stopped from shipment will be subject to our normal product return procedure (See RETURN A PART below). To cancel and order or file a return claim visit help.radiatorexpress.com , file a return form and or contact our office immediately.

WARRANTY COVERAGE: Limited lifetime manufacturer direct warranty is offered with all stock plastic aluminum radiators and most all aluminum items.  This warranty covers the expected lifetime of the radiator and is a term of no more than 5 years from purchase date.  Items with variable coverage will have notes in the product description.  Customers are limited to 1 free replacement item.  Extended warranty is available upon request with our "Red Tie" extended warranty services  Reshipment costs not included w/ coverage.  Returns must be sent prepaid with company issued RMA number directly to the chosen manufacturer for inspection and replacement.  If your chosen manufacturer has gone out of business, warranty period expired and or your warranty claim is denied, Radiator Express will extend a replacement item at our store cost as a good faith gesture to you, our customer.  For more information regarding other warranty coverage amounts for items such as fans, heaters, all aluminum product CLICK HERE

RETURNING A PART: All cash back return claims including new, missing item, damaged item and or defective returns must be filed within 30 business days from receipt of product. We recommend that you inspect your item immediately upon receipt for damage, quality and fit, so that you are able to contact us in a timely manner.  
Original freight charges are nonrefundable and return freight cost is at the expense of the purchaser . Restocking fees are as follows: 0% on closed box new items exchanged or returned for store credit.  10% on open box new items returned and exchanged.  20% restocking will apply to all new item returned via cancellation.  We appreciate your understanding that once an automotive part has been opened, we can no longer sell it new.  Restocking fees are sometimes necessary to handle, re box and re distribute the second hand automotive part at or below our cost..

No items over 30 days of receipt are valid for return unless exchanged through our warranty policy.  Under no circumstance can an item be claimed damaged and returned if not accompanied by the original box. The shipping company will not claim and pickup an item without the original packing label and box.

REFUNDS: Returns must be reported within 30 days from date of purchase to be eligible for refund.  Credits normally post within 1-3 weeks from date of item return. Credits are posted only to the original credit card used through our service. No cash or checks are offered for refunds. Store credit is available for purchasers that have used prepaid or currently canceled credit cards.  Radiator Express reserves the right to deny any refund requests for items over 30 days from date of purchase.


CHARGEBACKS: Radiator Express ® urges its customers to contact us via our support ticket system in the event they have any issue with one of our products. As long as an item is un-used, you can return it as long as you let us know within 30 days from date of purchase. Customer agrees to file all credit card disputes within 30 days from date of purchase and waives the right to dispute a charge after this time return time period.  Radiator Express again urges you to contact us through our support system prior to contacting your issuing bank or card company so that we can help resolve your case during this 30 day return grace period.

Radiator Express ® reserves the right to rebut as well as seek fee reimbursement for any chargeback or credit card dispute case initiated by a customer that has not returned their item properly through our support ticket system. If you don't like the quality, size, color, thickness or any variable about an item, file a claim for return and ship it back. We appreciate your working with us, we'll work just as hard for you.

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