Quick Links
This help page provides important links and information for NAPA stores, Auto Care Centers, and associates.
For retail customers of NAPA Online, you can find relevant links and information here.
Contact Us
Phone: 815-277-5466
Email: [email protected]
Business hours: 9AM - 6PM (ET) Monday - Friday.
Frequently Asked Questions
Is there a time limit on returning NXP or Napaonline.com orders to Auto Accessories Garage (AAG)?
Return requests must be received by AAG within 30 days of the order's original ship date or the return will not be allowed.
How are napanonline.com/accessories orders different from other napaonline.com orders?
Orders placed from napaonline.com/accessories use AAG’s shopping cart and the consumer’s payment is made directly to AAG. Therefore, AAG handles all aspects of the return and refund process. The Distribution Center Service Center (DCSC) and servicing DCs are not involved.
What happens if a consumer returns a napaonline.com/accessories item to their local store?
Because the consumer’s payment was made to AAG and not to NAPA the store is not able to refund the consumer’s payment. The store may choose from the following options:
1) Advise the consumer to contact NAPA Accessories Returns department by calling 800-663-1570 or emailing [email protected]. The consumer will then be sent return instructions and a return shipping label via email.
2) As a courtesy to the consumer, the store could accept the product from the consumer and contact AAG as above to facilitate the return for the consumer.
NOTE: The store should advise the consumer if they leave the product at the store the refund would be issued after the product has been shipped from the store to the supplier. When the store contacts AAG, be sure to notify AAG the product is at the store and provide an email address the return shipping label can be sent to.
What happens if an order arrives with shipping damage?
For an NXP order: if the merchandise arrives with shipping damage, the store handles it as an OS&D (Over, Short or Damaged) with their DC. The DCSC then contacts AAG with a return request and AAG initiates a damage claim with the shipper. The DCSC will be asked to provide photos of the packaging and damage to the merchandise.
What if a package is lost in shipment?
For an NXP order: if a package has not arrived in the timeframe the store was expecting, the store should call the AAG Xpress line at 815-277-5466 to request the status of the order. If there is tracking that indicates the package was delivered to the store but the store cannot locate it, The store handles it as an OS&D (Over, Short, or Damaged) with their DC. The DCSC then contacts AAG to notify AAG the package has not arrived. AAG initiates a lost Package claim with the shipper. If the package is not located, AAG will ship a replacement.
NXP Returns Process
Returns are initiated by the counter person at the NAPA Storefront, utilizing the CY Return code.
The Storefront return entry goes to the DCSC.
The DCSC then contacts Auto Accessories Garage (AAG) for a Return Authorization number by emailing [email protected].
The email MUST include:
- i. The Invoice Number.
- ii. Part Number to be returned.
- iii. Reason for the return.
The DCSC will then process the TARE which is transmitted back to the store.
The store then sends the product to their servicing DC.
Auto Accessories Garage will determine whether the merchandise is to be returned or, if the value is under $60, abandoned.
If the merchandise is to be returned (value greater than $60):
a. AAG will log the return to their internal return tracking spreadsheet
b. AAG contacts AAG's supplier for an RGA Number.
c. Once the RGA# is received, AAG creates a UPS Return Shipping Label
d. AAG then responds to the return request email from the DCSC with the return shipping label attached as a .pdf file. (The RGA# is entered on the shipping label as part of the return address.)
e. The DCSC then forwards the return shipping label to the servicing DC.
f. The DC attaches the label to the package and ships the return.
g. Once the merchandise is shipped, the DCSC processes a VDM to debit AAG for the cost of the product.
h. Once the return tracking shows merchandise has been shipped back to AAG's supplier, the debit will be accepted by AAG.
If the merchandise is to be abandoned (value less than $60):
a. The storefront entry goes to the DCSC
b. The DCSC contacts AAG for a Return Authorization Number (RGA or RMA) by emailing returns@autoaccessoriesgarage. The email MUST include:
- i. The Invoice Number.
- ii. Part Number to be returned.
- iii. Reason for the return.
c. AAG logs the return to their internal tracking spreadsheet.
d. AAG responds to the return request email from the DCSC advising the DCSC to abandon the merchandise.
e. The DCSC changes the return code from CY to DESTROY.
f. The DCSC processes a VDM to debit AAG for the cost of the product.
g. The DC sends the merchandise to Inmar for disposal.