Customer Service Policy
At CarvitalTools, we pride ourselves on delivering exceptional customer service to automotive enthusiasts worldwide. Whether you’re purchasing Autolite Iridium Spark Plugs, alloy wheels, or diagnostic tools, our team is dedicated to ensuring your satisfaction. This policy outlines our support channels, response times, and procedures for resolving inquiries.
1. Contact Information
Reach us via the following channels for prompt assistance:
- Email:
- General inquiries: [email protected]
- Returns/warranty: [email protected]
- Technical support: [email protected]
- Mail:
CarvitalTools Customer Service
[Your Address Here] - Live Chat: Available on our website during business hours.
2. Service Hours
Our support team operates:
- Monday–Friday: 9 AM–5 PM Eastern Standard Time (EST).
- Closed: Weekends and major holidays (e.g., Christmas, Thanksgiving).
For urgent requests outside these hours, use our email or live chat (when available).
3. Support Channels
a. Email
- Response Time: 24–48 business hours (excluding weekends/holidays).
- Best For: Non-urgent questions, order tracking, product information.
b. Phone
- Response Time: Immediate assistance during business hours.
- Best For: Urgent issues, complex order modifications, technical troubleshooting.
c. Live Chat
- Availability: Mon–Fri, 9 AM–5 PM EST.
- Best For: Quick questions about shipping, returns, or product compatibility.
d. Social Media
- Facebook/Instagram: DM us for updates or promotions (not for order-specific issues).
4. Common Customer Inquiries
We address a wide range of concerns, including:
- Order Status: Track packages via your confirmation email or our website.
- Product Questions: Specifications, compatibility (e.g., “Do Autolite Iridium Spark Plugs fit a 2020 Ford Mustang?”).
- Returns/Refunds: Guidance on eligibility and process.
- Warranty Claims: Assistance with Autolite’s Limited Lifetime Warranty.
- Technical Support: Installation advice for tools or parts.
5. Returns & Warranty Support
- Returns:
- Start returns via [email protected] (include order number and reason).
- Free returns for defective items; buyer pays shipping for non-defective returns.
- Warranty:
- Submit claims for Autolite Spark Plugs through our website.
- Other products: Check individual listings for warranty details.
6. Technical Support
For complex issues (e.g., spark plug installation, tool troubleshooting):
- Email: [email protected] (attach photos/videos if applicable).
- Phone: Request a callback for in-depth guidance.
- Resources: Visit our Help Center for FAQs, guides, and video tutorials.
7. Feedback & Suggestions
We value your input!
- Submit Feedback: Email [email protected] or use our website’s contact form.
- Product Suggestions: Let us know what tools or accessories you’d like to see.
8. Additional Services
- Bulk Orders: Special pricing and dedicated support for businesses. Email [email protected].
- Custom Orders: Personalized wheels or engraved tools. Contact us for details.
- International Support: Assistance with customs, duties, and international shipping.
9. Escalation Process
If your issue isn’t resolved:
- Request a supervisor via email or phone.
- File a formal complaint with our Customer Service Manager at [email protected].
10. FAQs
Q: How do I track my order?
A: Use the tracking number in your confirmation email or log into your account.
A: Use the tracking number in your confirmation email or log into your account.
Q: Can I cancel an order?
A: Yes, if unshipped. Email [email protected] immediately.
A: Yes, if unshipped. Email [email protected] immediately.
Q: Are Autolite Spark Plugs compatible with my vehicle?
A: Check the product page for fitment guides or use our compatibility tool.
A: Check the product page for fitment guides or use our compatibility tool.
Q: Do you price-match competitors?
A: Contact us for a price-match request (terms apply).
A: Contact us for a price-match request (terms apply).
11. Customer Service Commitment
We strive to:
- Respond Promptly: Aim for 24-hour resolution for most inquiries.
- Empower Customers: Provide clear, actionable guidance.
- Go the Extra Mile: Offer personalized solutions for complex issues.
12. Helpful Resources
- Order & Return Policy: Read Here
- Warranty Details: Autolite Warranty
- Installation Guides: DIY Tutorials
13. Feedback Survey
After resolving your issue, we may ask you to rate our service. Your feedback helps us improve!
Thank you for choosing CarvitalTools! We’re here to keep you driving confidently with premium products and unmatched support.