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Original Equipment Parts Headquarters - ACDelco & Motorcraft - Ordering Information

Ordering Information

Help Files | FAQ-Questions | Product Information | Shipping Information | Return Policy | Contact Us | Privacy Policy | Terms and Conditions |

(FAQ)- Frequently Asked Questions and Ordering Questions

  1. (Phone Orders)  - Does oehq.com accept phone, fax, email or snail mail orders?
  2. (Order Confirmation)   - I did not receive an order confirmation. Was my order submitted successfully?
  3. (Duplicate Orders)   - I am concerned that I may have inadvertently placed a duplicate order. What should I do now?
  4. Tracking Number)   - After I submit an order with oehq.com, how will I be advised of the order's progress?
  5. (Order Status)   - How can I check my oehq.com order status online?
  6. (Voided Order)   - I checked my order status online and was advised that my order has been void. Why?
  7. (Change Order)  - Can I add, change or remove items from my order after it has been submitted?
  8. (Delivery Time)   - Approximately how long does it generally take to process an order?
  9. (Volume Discounts)   - Does oehq.com offer volume discounts?
  10. (Re-Activate Order)   - Can I reactivate an order that has been void/cancelled?
  11. (Web Site Security)   - Is the oehq.com website secure? What type of security features are utilized to safeguard my information?
  12. (Personal Information)   - Does oehq.com sell or release my personal information?
  13. (Paper Catalog)   - Does oehq.com offer a paper catalog?
  14. (Back Orders)   - What happens if/when an item is backordered?
  15. (Out Of Stock Orders)   - What happens if/when an item is out-of-stock?
  16. (Missing Order)   - What should I do if an item is missing from my order?
  17. (Back Orders)   - Can I pre-order or backorder a product that is not presently in stock?
  18. (Check Stock)   - Can oehq.com Customer Support agents physically get a product and describe it to me?
  19. (Cart Problems)   - I am experiencing some trouble with my shopping cart. What might be wrong?
  20. (Core Charges)   - The part I am buying has a core charge. How do I get a refund on the core?

1. Does oehq.com accept phone, fax, email or snail mail orders?
YES. Although ordering online is the fastest method. We will accept orders via Our Fax number (314) 238-1244 . Simply include the items you are requesting, the shipment information, the payment information, and contact phone number on the fax.
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2. I did not receive an order confirmation. Was my order submitted successfully?
If you did not receive a confirmation on the order however successfully clicked the last submit button, most likely our server received your order but communication back to your PC was interrupted. Please do NOT re-order on-line. If you do, you may end up with duplicate orders and both being charged since we use an automatic computer system. Contact our customer service department at customerservice@oehq.com to make sure your order was received to be safe.
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3. I am concerned that I may have inadvertently placed a duplicate order. What should I do now?
Contact oehq.com customer service department at customerservice@oehq.com . We will void the order for you as long as it has not invoiced and/or shipped. If duplicate orders have been shipped, obtain all the tracking numbers for the order you do not want and call 1-800-PICK-UPS to refuse those boxes. You will be refunded when those boxes are returned to oehq.com.
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4. After I submit an order with oehq.com, how will I be advised of the order's progress?
oehq.com will do everything possible to keep you informed of your order via e-mail. Your tracking number will be emailed to you once the item is shipped. You may also check our online order status page for live updates.
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5. How can I check my oehq.com order status online?
Go to oehq.com and click on My Orders .
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6. I checked my order status online and was advised that my order has been void. Why?
If an order is placed and the credit card declines or the shipping address cannot be verified after three business days, the order is voided out. The only way to regenerate a void order is to replace the order online. Please contact us if you feel there has been some error.
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7. Can I add, change or remove items from my order after it has been submitted?
No. Once an order is submitted it can only be amended or edited by contacting oehq.com customer service at customerservice@oehq.com . Once our warehouse has scanned an order, items cannot be added or deleted. Once any box from an order is shipped, the order cannot be voided.
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8. Approximately how long does it generally take to process an order?
It can take us up to 1-2 business days to process an order before shipment depending on which warehouse has the inventory and whether the part must be transfered before shipment.. We will do all we can to process your order in the fastest possible time. Once the order has shipped, your estimated time of arrival will be determined by the shipping method paid for and your local UPS guidelines for delivery. oehq.com will put forth our best efforts, however cannot guarantee your order will ship the same day your order is placed.
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9. Does oehq.com offer volume discounts?
Aside from the reduced shipping costs of multi-item orders, we do not offer any volume discounts on products or shipping. Product pricing and shipping is as quoted on the web site. We simply try to keep all prices as low as possible all the time.
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10. Can I reactivate an order that has been void/cancelled?
The only way to regenerate a void order is to replace the order online.
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11. Is the oehq.com website secure? What type of security features are utilized to safeguard my information?
When you are placing an order on the Internet, security is a number one priority. All on-line transactions are sent through our secure server, and encrypted with 128-bit technology. Once the information is received through the Internet, trusted authorized employees will process your payment, and make sure that your information is handled with the highest level of security.
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12. Does oehq.com sell or release my personal information or spam me with solicitations?
oehq.com respects your privacy. We will not under any circumstances sell or release your information to anyone. All of the information obtained from our web site will be used for order processing purposes only. The only e-mails you will receive from oehq.com will be in regard to your order or other information you may have requested. We will NEVER release your information to others. Your email, address phone and all personel information is secure with us and will always remain so.
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13. Does oehq.com offer a paper catalog?
No. The one and only catalog for oehq.com is our website www.oehq.com There is no other catalog.
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14. What happens if/when an item is backordered?
If an item is found to be out of stock after the order is placed, we will place an order for the part with the appropriate vendor and ship your order when it can ship complete. These orders generaly require an extra 3-4 business days to process however in some cases can take longer. If the item is unavailable from the vendor, you will be credited for the amount of purchase. All product availability is live data based on our current inventory. However, errors may sometimes occur resulting in a backordered item. The count may be off or the last few items on our shelves could be damaged. Please note that it is never our intention to charge a customer for merchandise we cannot ship.
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15. What happens if/when an item is out-of-stock?
If you place an order for an item that is out of stock, we will place an order with the appropriate vendor for the item. These orders generaly require an extra 3-4 business days to process however in some cases can take longer. If the item is unavailable from the vendor, you will be credited for the amount of purchase.
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16. What should I do if an item is missing from my order?
Check the amount of tracking numbers you should have received. Verify you have received all boxes and checked all packing material for small items. If you are still missing an item(s), contact oehq.com customer service at customerservice@oehq.com .
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17. Can I pre-order or backorder a product that is not presently in stock?
Yes we do accept pre-orders for special ordered Non-Stock Items and will ship them as soon as they arrive generaly less than 2 weeks.
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18. Can oehq.com Customer Support agents physically get a product and describe it to me?
Customer service cannot physically get a hold of a particular product to describe it for you. Volume is too big, operation is too fast and we have more than one warehouse all of which customer support is not located near. All the information we have for each item is on our website.
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19. I am experiencing some trouble with my shopping cart. What might be wrong?
Shopping cart problems usually occur from one or more of the following reasons:
1. Cookies not enabled
2. The master clock on the computer is not set correctly
3. The terminal you are using is behind a firewall.
4. The item you are trying to purchase is sold out, or there is a lesser quantity than you wish to purchase.
5. You are using a browser less than Internet Explorer 5.1.
6. Some people have trouble when using any Netscape browser.
If all else fails, try closing all programs, restart your computer or even try from a different computer.
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20. The part I am buying has a core charge. How do I get a refund on the core?
If you would like to return an item associated with a core return value, please refer to our Return Policy . Please note:
• All fluids must be drained from the core.
• The core must be securely wrapped in plastic and sealed.
• Cores must be returned in the manufacturer packaging used in the shipment of the part sent to you.
• Your core will be inspected to determine if the core is rebuild-able.
• Core return shipping charges are the responsibility of the customer. These are not refundable.
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