FAQ’s

Table of Contents

Find answers to our most common questions by section below.


Order and Repair Status

Where is my order?
Your order confirmation email contains your order number. When your order ships, we email you a tracking number. If you can't find either email, check spam for messages from issautomotive.com. For replacement orders, tracking is sent when your unit ships. For mail-in repairs, tracking is sent when your repaired unit ships back to you.

Did you receive the cluster I mailed in?
Check the tracking number on the label you used to ship it to us. When it shows delivered to our Bonney Lake address, we have it, and repairs enter the queue in the order they arrive.

My order shows unfulfilled. Is something wrong?
Unfulfilled means it has not shipped yet. For repairs, your order stays unfulfilled until your unit arrives, gets repaired, and ships back. For a standard unfulfilled order, follow up after one week if you have not heard anything from us. Contact us with your order number.

How long do replacement and repairs take?
Replacement units ship within 48-72 hrs M-F. Repairs average typically 48-72-hour turnaround time M-F. We try to ship as fast as possible. Sometimes there are unforeseen technical issues that cause delays. We will reach out if we need any additional information.


Repair or Replacement

Do I need a repair or a replacement?
Repair: you mail us your unit, we fix the same one, and send it back. Replacement: we ship you a rebuilt unit and you send us your old one with the prepaid label. Some models offer both, some are repair only, and some are replacement only. Search your vehicle's year, make, and model on our site to see what is offered for your unit.

What is the difference between replacement and repair?
Purchasing a replacement unit generally means less down time for your vehicle, as we ship you a replacement in exchange for your existing unit. With repair services, you ship us your unit, we repair it, and then we ship it back to you.

Is a replacement cluster new?
Replacements are professionally remanufactured units, rebuilt and tested, set to your vehicle's current mileage.

Will my instrument cluster mileage be correct? How is the mileage set?
If you are purchasing a replacement instrument cluster and the mileage can not be read from the existing instrument cluster, mileage can be estimated.

Do you repair radios, CD players, or screens?
We support many in-dash electronics, but we no longer repair some older radios where parts are no longer made, and we do not service HMI units. Search your model on the site, and if it is not listed, it is not something we currently service.

Can I drive without my cluster?
It’s not recommended, and that’s why ISS Automotive strives for quick processing, repair, and shipping times.

Does it need programming?
Repairs generally do not; however, if the microprocessor needs to be replaced, programming will be required on some clusters and radios. On replacement units, most are pre-programmed. Call 1-800-755-5980 for programming questions and requirements.

Are colored LED lights available?
Yes, on some ISS Automotive products. If you don’t see what you’re looking for on our site, please contact us or call 1-800-755-5980 for availability.


How the Mail-In Repair Process Works

How do I send my cluster in?
1. Place your repair order on our site for your year, make, and model.
2. After checkout you receive instructions and the mailing address.
3. Print your order confirmation and include it in the box with your unit.
4. Pack the unit securely with padding on all sides and ship it to us.
5. We repair it within 48 to 72 hours, Monday to Friday, once it arrives, and ship it back free.

What should I include in the box?
Your printed order confirmation or order number, written clearly. Without it, we cannot match your unit to your order, which delays the repair. If you forgot to include it, contact us with your order number and the tracking number of your shipment so we can match it on arrival.

How should I pack it?
Use a sturdy box with padding on every side. Damage from poor packing is not covered. Do not ship loose in an envelope or unpadded box.

Who pays for shipping?
For mail-in repairs, you pay to ship your unit to us, and return standard shipping back to you is free.

Is there a prepaid shipping label available to send in my unit?
Replacements include prepaid core return labels that will be sent to you. Use this prepaid label to send us your old core. Shipping costs for repairs are paid by the customer, but return shipping is free.

Do I pay to ship the core back?
It depends. For repair, yes, you pay shipping. For replacements, we will send you a prepaid shipping label for the core exchange.

How much will it cost to repair if I send in the repair kit?
Please do not send us your repair kit. We only use our supplier parts for repairs.

Where do I ship my repair or core?
Send all cluster core repairs and returns to our Bonney Lake, WA location. ISS Automotive9817 233rd AVE E Suite CBonney Lake WA 98391

Address for mail-in repairs and core returns:
ISS Automotive, 9817 233rd Ave E, Suite C, Bonney Lake, WA 98391


Pricing and Fees

How much does a repair cost?
Repair pricing depends on your year, make, and model. The exact price shows on the product page for your vehicle.

How much does a replacement cost?
Replacement pricing depends on your vehicle. The exact price shows on the product page for your vehicle.

What is the bench fee?
If we test your unit and find nothing wrong, or it cannot be repaired, a $65 bench fee covers the diagnostic work and we ship your unit back to you.

Is there a rush option?
Yes. Priority processing is $11.95 for cluster products and $19.95 for CUE products at checkout. It moves your order ahead of standard orders.

Does ISS Automotive reimburse for labor fees to install parts?
No. ISS Automotive will not pay for any labor fees that are required to install, troubleshoot or solve issues related to installing a part sold by us. We sell parts as is and we offer minimal troubleshooting. For troubleshooting beyond basic questions we recommend contacting your local service center for professional install.

Do you charge sales tax?
We do charge sales tax on orders where the law requires it.

Do you ever offer coupons or discounts?
We do occasionally offer discounts. Sign up for our newsletter or like us on Facebook to be the first to hear about any special offers.


Shipping

How long does it take to process and ship my order?
Shipping takes place Monday-Friday. Orders are not processed, shipped, or delivered on weekends or holidays. Express shipping replacement orders ship within 24-48 business hours and ground shipping replacement orders ship within 48-72 business hours. Repairs average a 48-72 business hour turnaround time. All other product orders ship in 24 business hours. Please note that a very small number of orders require extra processing time for various technical reasons. We will notify you when it ships via email.

How long does it take an order to arrive at my door?
Replacement units ordered before 12:00 pm (Noon) Pacific Time ship within 24 to 72 business hours. Repairs average a 48 to 72 business hour turnaround time. Once shipped, the transit time is usually 2-7 days, depending on whether you paid for expedited shipping or not. The closer you live to Washington State then the faster the delivery time.

What are the shipping upgrade prices?
Standard return shipping on repairs is free. Expedited options at checkout: $34.95 for 2 to 3 day, $44.95 for 1 to 2 day.

What shipping methods do you offer?
We offer ground shipping in the contiguous United States with deliveries Monday-Friday. Also, Monday-Friday overnight shipping is available for an additional fee (order before 12:00 PM Noon Pacific). Saturday delivery available for an extra fee depending on your order - please contact us or call 1-800-755-5980 for availability.

Do you ship internationally?
No. We ship within the US only, and free shipping applies to the lower 48 states.

Can you ship to a PO box?
No. Shipments go by UPS, which requires a physical street address.

Will you provide tracking information?
Yes. We will email you tracking information when your order ships.

What happens if the part is damaged during shipping?
Please contact the carrier ASAP and file a claim. Then, please contact us. We’ll get you a replacement ASAP and ask you to keep the damaged box until a claim is resolved.


Warranty

What kind of warranty do you offer on ISS Automotive parts?
This varies. All products come with a 30-day warranty Replacement parts are available with a 1-Year Limited Warranty—or an Upgraded Limited Lifetime Warranty for an additional fee—if ISS Automotive receives your old core within 30 days of ship date. Repair units also are available with a Limited Lifetime Warranty for an additional fee. You can read more about our warranty policy here.

Is there a lifetime warranty?
Yes, a limited lifetime warranty is available as an add-on for $14.95 for a cluster unit and $24.95 for a CUE unit at checkout. For replacement orders it requires your old core back within 30 days of your ship date.

What does the warranty not cover?
Accidental damage, damage from poor packing, unauthorized repair work by another party, and installation labor costs. The warranty stays with the original purchaser and is not transferable.

How do I make a warranty claim?
Contact us with your order number, your VIN, and a short description of the problem. The tech team reviews warranty claims and gets back to you. Claims are verified by VIN, original invoice, and the serial number on the part.

How do replacement parts affect my vehicle’s warranty?
The short answer is they don’t. The long answer? It’s actually against federal law to void a warranty for use of an aftermarket part. The Magnuson-Moss warranty act, enacted in 1975, makes it illegal for auto manufacturers to void a warranty simply because the owner of the vehicle adds an aftermarket product to a vehicle. The law states that unless the manufacturer can prove the problem was caused by an aftermarket part, they have to repair the vehicle.


Cores, Returns, and Refunds

What is a core and why do you need mine back?
A core is your original unit. Replacement orders are a like-for-like exchange: we ship you a rebuilt unit, you send your old one back with the prepaid label we provide. Returning it on time avoids a core charge.

How long do I have to ship the core back? When is my core return due?
Within 30 days of your ship date. The prepaid label is included, so there is nothing to pay.

What if I do not return the core?
A core charge applies if the core is never returned: $200 for clusters and $350 for CUE radios.

Can I return my order?
Contact us with your order number to start a return. Returns are accepted within 30 days, with a 20% restocking fee. Custom printed items are not returnable.

What happens if I need to return or exchange a part?
The first step will be to get an RMA (Return Materials Authorization) from ISS Automotive. Please follow the standard Returns Process.

What happens if you ship the wrong part?
We hope this never happens, but if it does, we send you a prepaid return label, and ship out the correct parts ASAP. If you ordered the wrong part, you’ll want to follow the standard Returns Process.

What happens if I order the wrong part?
If you ordered the wrong part, you’ll want to follow the standard Returns Process. Contact our team right away and we will gladly help resolve this asap.

How long do refunds take?
Once a refund is issued, your bank typically posts it within a few business days.

Can I return my Custom Print Shirts, Mats and Similar?
All purchases of custom print items, including shirts, floor mats and similar products, are final. We do not accept returns for these items as they are custom-made to order. If you receive a defective item, please contact us immediately upon delivery to resolve the issue. Thank you for understanding.

What happens if I need to cancel my order?
Please contact us ASAP at 1-800-755-5980. If it’s already shipped you’ll want to follow the standard Returns Process after you receive it.


Before You Call: Is It Really the Cluster?

My gauges act up. Is it definitely the cluster?
Not always. Some symptoms point to the cluster, others come from wiring, sensors, grounds, or low voltage. Common cluster symptoms we repair: dead or erratic gauges, stuck or sweeping needles, dead backlighting or LCD segments, odometer not displaying, intermittent power loss to the cluster. If you are unsure, send it in: we bench test every unit, and if nothing is wrong you pay only the bench fee and get it back.

Quick self-check before you send it in for repair, order a replacement, or request a warranty claim.
These help tell a cluster problem from something else:

  • Check battery voltage. A weak battery or charging system issue can cause gauges to act erratically, warning lights to illuminate, displays to flicker, or modules to lose communication.
  • Verify power and ground circuits and fuses. A cluster cannot operate correctly without clean power and ground connections.
  • Look for wiring or connector problems. These can mimic a bad cluster: loose connectors, chafed wiring, ignition switch issues, communication network faults.
  • Scan the vehicle for trouble codes. Even with the check engine light off, stored codes can point directly to the actual problem.
  • Verify sensor operation. The cluster only displays information it receives from sensors and other control modules.
  • Try a cluster self-test. Many vehicles have a built-in cluster self-test that sweeps the gauges and tests the display. Check online to see if your vehicle has one. If the cluster passes its self-test, the issue may be elsewhere in the vehicle.
  • Consider what changed before the problem started. Electrical problems often begin after a battery replacement, jump start, stereo or remote-start install, collision repair, water intrusion, or a module or sensor replacement.

If you have checked these and still suspect the cluster, we can help.

We bench test every unit to verify cluster operation and identify common failures. If nothing is wrong, you pay only the $65 bench fee and get it back.

What information should I have ready when I contact you?

  • Order number, if you have one
  • Vehicle year, make, and model
  • VIN
  • Current mileage
  • A short description of the symptom and when it happens

Having these ready turns a ten minute call into a two minute one, and lets us start your order immediately.

How can I be sure the parts will fit my vehicle?
If you are ordering a replacement instrument cluster or other part with specific fitment, we’ll request your VIN before you put the item in your cart. Most car insurance cards include the vehicle’s VIN. If not, check your car or truck’s dashboard or door for the number. If you are ordering one of ISS Automotive’s universal-fit products, the product should fit your vehicle. Still have questions? Call us - 1-800-755-5980! We’re happy to help you find the exact part you need.


Contact Info

How do I reach you?
Phone: 800.755.5980, Monday to Friday, 8am to 5pm Pacific. Email: support@issautomotive.com.

What if I want to talk to a real person about my order?
It's best to send us an email and provide your phone number. Give us a call, or you can contact our support team here. We’ll get back to you soon. Our customer support hours are Monday-Friday, 8:00am - 5:00 pm, Pacific Time.

What payment methods do you accept?
ISS Automotive accepts Visa, MasterCard, AMEX, and PayPal.

How do you protect my credit card information?
Our site is 2048-bit SSL Secured, which means your personal and credit card information is encrypted to keep it safe.

Questions or Concerns?
If you have any questions we are happy to assist you at 1-800-755-5980 or Contact Us

Why Is The VIN Important?

We use your VIN to verify the exact part number for your vehicle and to perform any required programming. If you enter an incorrect or incomplete VIN, our website may accept it, but we will contact you to verify it.

Where Can I Find My VIN?

  1. Your vehicle registration
  2. Your insurance card
  3. On a sticker inside the door jamb on the driver's door
  4. On the driver's side of the dash below the windshield

What if I Don't Have My Mileage?

We do not need exact mileage - you can provide an estimated mileage. Learn more about estimating mileage here.

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