Q: How long do replacement and repairs take?
A: 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.
Q: What is the difference between replacement and repair?
A: 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.
Q: Does ISS Automotive reimburse for labor fees to install parts?
A: 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.
Q: Can I drive without my cluster?
A: It’s not recommended, and that’s why ISS Automotive strives for quick processing, repair, and shipping times.
Q: Where do I ship my repair or core?
A: Send all cluster core repairs and returns to our Bonney Lake, WA location.
Instrument Sales Service Center
9817 233rd AVE E Suite C
Bonney Lake WA 98391
Q: Can the miles be set?
A: Yes, replacement units will be set to current vehicle mileage. If you are not sure of mileage then oftentimes we can pull it from your existing cluster. In the event you cannot read your mileage, then please use the repair option instead.
Q: Does it need programming?
A: 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 800-548-1195 for programming questions and requirements.
Q: What kind of warranty do you offer on ISS Automotive parts?
A: This varies. All products come with a 30-day warranty and protection, but here is how we breakdown our extended warranties:
- Both Heavy Duty and HVAC parts come with a one-year limited warranty.
- Replacement parts include Limited Lifetime Warranty if ISS Automotive receives your old core within 30 days of ship date.
- Repair units also include a Limited Lifetime Warranty.
Read more here.
Q: What happens if you ship the wrong part?
A: 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.
Q: What happens if I order the wrong part?
A: 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.
Q: Is there a prepaid shipping label available to send in my unit?
A: 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.
Q: Are colored LED lights available?
A: Yes, on some ISS Automotive products. If you don’t see what you’re looking for on our site, please contact us or call 800-548-1195 for availability.
Q: How much will it cost to repair if I send in the repair kit?
A: Please do not send us your repair kit. We only use our supplier parts for repairs.
Q: Does ISS Automotive sell the stepper motors?
Q: Do I pay to ship the core back?
A: It depends. For repair, yes, you pay shipping. For replacements, we will send you a prepaid shipping label for the core exchange.
Q: How long do I have to ship the core back?
A: 20 days from ship date.
Q: Do you ship outside of the US?
A: Yes, we do ship to Canada. We can ship internationally. If you are outside of the US please contact us to get a shipping quote.
Q: How long does it take to process and ship my order?
A: 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.
Q: How long does it take an order to arrive at my door?
A: 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 1-7 days, depending on whether you paid for expedited shipping or not.
Q: Will you provide tracking information?
A: Yes. We will email you tracking information when your order ships.
Q: What happens if the part is damaged during shipping?
A: 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.
Q: What happens if I need to return or exchange a part?
A: The first step will be to get an RMA (Return Materials Authorization) from ISS Automotive. Please follow the standard Returns Process.
Q: What payment methods do you accept?
A: ISS Automotive accepts Visa, MasterCard, AMEX, and PayPal.
Q: How do you protect my credit card information?
A: Our site is 2048-bit SSL Secured, which means your personal and credit card information is encrypted to keep it safe.
Q: What shipping methods do you offer?
A: We offer free ground shipping in the contiguous United States with deliveries Monday-Friday. Also, Monday-Friday overnight shipping is available for an additional fee of $39 (order before 12:00 PM Noon Pacific). The Saturday overnight shipping fee is $60.00.
Q: What happens if I need to cancel my order?
A: Please contact us ASAP at 800-548-1195. If it’s already shipped you’ll want to follow the standard Returns Process after you receive it.
Q: How can I be sure the parts will fit my vehicle?
A: 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 - 800-548-1195! We’re happy to help you find the exact part you need.
Q: How do replacement parts affect my vehicle’s warranty?
A: 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.
Q: What if I want to talk to a real person about my order?
A: 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.
Q: Do you charge sales tax?
A. We do charge sales tax on orders where the law requires it.
Q: Do you ever offer coupons or discounts?
A: 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.
Questions or Concerns?
If you have any questions we are happy to assist you at 800-548-1195 or Contact Us