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Do people really frequently ask these questions? Some do.
Do you charge a restocking fee?
No. We don’t feel it is right to charge you for the privilege of doing business with us. Nobody likes returns. It is more work for both of us, but we don’t think penalizing you for it makes it easier for anyone.
How and when can I expect my refund?
We try to process all refunds quickly, but please allow 3-4 days after we receive the item. Our warehouses process hundreds of returns a day, as soon as they are checked in they notify our office and we process the refund that same day. We will refund the payment using the same method you used to pay.
Where do you ship from?
We have many distribution centers across the country, and we can also ship direct from most manufacturers. We try to ship from the closest possible warehouse to you to minimize costs and delivery time, while making our product availability second to none.
Do you offer international shipping?
At this time, unfortunately, we do not. We have very high service level expectations for our customers and do not feel at this time that we are able to offer that same level of service internationally.
What makes Virota different?
We are a very high service supplier. No restocking fees, we’re easy to get in touch with by email, or phone and everyone that works for us is friendly and helpful. There are going to be occasional problems, but what separates us is how we handle it once that happens. Give us the opportunity to show you a different way of doing business.
Do you outsource your customer support?
No, we do not. Everyone you will correspond with at our company is a real employee, with years of experience, based in the United States. You can ask any of them, we are very passionate when it comes to our service level.
What constitutes a warranty?
Good question. Warranties on most items are for defects in workmanship and materials of the products, not normal wear. Also, abuse or uses that the product wasn't designed for are not covered either. Again, if you have a question or concern in this area, let us know, we are here to help. We do honor the manufacturer's warranty, but different manufacturers have different procedures. In some cases we can just supply a replacement, in other cases, the manufacturer will only deal with the customer directly. Get in touch with us, we'll help the process along.
Please note: As automobiles become increasingly technical, so do the parts. Many of these parts have repair specific instructions for installation, and failure to follow those procedures will lead to the voiding of the warranty. If you have any questions on this, PLEASE contact us before purchase so we can let you know what those might be. Common examples would be air conditioning compressors and computers.
What are your customer service hours?
Monday through Friday, 8:00 am til 8:00 pm - by email or phone. Most of our customer service people also occasionally help out in other areas, so if we don't answer the phone, just leave a message and we will get right back with you. We also try to keep an eye on things over the weekend as well, so drop us an email if you need us then. All times are Central Standard Time.