Frequently Asked Questions
  • Due to the recent move into our new facility, we are experiencing longer than normal processing times for returns and exchanges. Upon receipt of your return, it may take 7-10 business days to process, and depending on your financial institution could take up to 30 days for a credit to appear on your billing statement. Thank you for your patience as we work to improve this process.
1) General FAQ

How do I create a personal account?

 

It’s very simple and has a lot of great benefits!  Select the word “Register” in the top right corner of your desktop OR at the top of your mobile device.  Enter a few simple details that include name, address, etc. and you’re ready to go! 

 

One of the benefits of having an online account is the ability to review previous orders, which also helps us track your order, should a problem arise.  It will also allow you to save addresses and other information, which will make check out easier for future purchases.

What if I can't log into my account?

 

Please verify that your email and password are correct. Make sure “Caps Lock” is off, as passwords are case sensitive. If you need to reset your password, follow the instructions in the “Account>User Preferences” section. If you still encounter problems or errors, please email us at info@dennis-carpenter.com and we will be glad to assist you.

How do I edit my cart?

 

Select the “Cart” icon located in the top right corner on your desktop OR the top of the page on your mobile device. You may also click on the link below. Once in your cart, you can change the quantity of a product or delete it.  http://www.dennis-carpenter.com/cart
2) Stock FAQ

How do I know if an item is in stock?

 

Our website shows stock in real time, with some exceptions.  When an item is placed in your cart, it is not taken out of our inventory until your purchase is complete and processing has begun in our system.

Why are some of the items we manufacture out of stock?

 

Dennis Carpenter manufactures over 12,000 different restoration parts and some of these parts are low volume sellers due to the limited amount of old trucks and cars.  We understand that our customers still need these items, so they are worked into production when possible.  Due to tooling setup cost and minimum material purchase requirments, we usually produce and store a 10 year supply of these low volume sellers.

Additionally, an item being "Out of Stock" is sometimes due to the production tooling needing repairs and / or maintenance.  For example, the Ford Tooling that we have was used to supply Ford's assembly line 40-70 years ago.  Regular maintenance assures a higher quality product.

In both cases, we are working on noting these items on our website and on your invoice with the following labels:
"Due to the slower sales of this item, expect delays in production"
"Tooling under maintenance"
3) Searching for Parts FAQ

What is the Global Search Filter and how does it work?

 

The Global Search Filter (Vehicle Type, Year, Model) located to the left of the search bar allows you to restrict the search and category results.  It follows you around the site and once you make any selections, you do not need to reselect them if you visit another page.
This also extends to clicking on categories.  Products shown in any catagory will be restricted by the global filter.   

The Global Filter will also work with any combination or count of drop-down filters.  You do not have to fill in all 3.  You can search for Trucks only or a single year.
Your selections will appear in the grey box to the left of the seach box and will remain until your "Clear Filters" or make a different selections.
 

What if I search for something and don't see it in the search results?

 

There could be several reasons for this. Make sure you entered the correct selections in the Global filter or that it is blank.  

The search will return results in the following order:  1) The combination of all words searched for that are in a product's name.  2) Next, it will list all search results containing at least one of the words you have searched for.  3) If you search via part number, the results will return the closest exact match it can find followed by partial matches.

If you still cannot find the part you are interested in, please call our helpline at 704-786-8139 or email us at info@dennis-carpenter.com
4) Sales and Promotions FAQ

Where do I enter a PROMO code?

 

There are two places to enter a valid promotional code.  1)  At the bottom of your cart page which can be found by clicking on the shopping cart icon (top right corner of the page).  2)  On the final step of the checkout page, Step 5 - Order Review.

How can I be notified of upcoming sales or promotions?

 

The best way is to join our "Carpenter Club."  You will receive special discounts, coupons and early notice of upcoming sales.  Join by going here.
5) Orders FAQ

How can I review my previous orders?

 

Once we begin to process your online order it is posted to your Account > Orders.  Orders will post to your Account > Orders once they are pulled into our internal system.

When will I receive my order?

 

We strive to fulfill your order as quickly as possible.  Orders are processed in the order in which we receive them.  They are usually processed in 1 to 2 business days depending upon the volume of orders.  Shipping times are dependent upon your location and shipping options.

Due to the high volume of orders please expect some processing and shipping delays. Thank you for your patience

How do I find out if my order has been shipped?

 

Orders are processed in the order in which we receive them. We strive to fulfill your order as quickly as possible, usually within 1-2 business days, depending on the volume of orders. Shipping times are dependent upon your location and shipping options.

Due to the high volume of orders please expect some processing and shipping delays. Thank you for your patience

When do you charge my credit card?

 

Credit cards are charged after your order is fully processed and shipped. Retail orders generally ship in 1-2 business days and will include a printed copy of your invoice.

Can I back order a product?

 

We do not offer back orders and we currently do not have a system to notify customers of when an item is back in stock. We apologize for the inconvenience.

I left a part off my order.  What can I do?

 

Unfortunately, once an order has been submitted and processed to our warehouse, we cannot add parts to your order. Please kindly resubmit an additional order.

I have incorrect information on my order.  What can I do?

 

If you find incorrect information on your order, such as billing or shipping addresses, please email us at info@dennis-carpenter.com or call us at 1-800-476-9653 as soon as possible.  Once your order leaves our warehouse, we are unable to change the address.  It will have to be changed with your carrier at your expense.

How do I cancel my order?

 

Customers can cancel an order up to the time it ships. To cancel an order please contact us as soon as possible at 1-800-476-9653 or info@dennis-carpenter.com.
6) Shipping FAQ

What shipping options do you offer?

 

We use FedEx, UPS and USPS.  We reserve the right to choose the best shipping option.

Do you ship internationally?

 

Yes, we ship all over the world.  Please see our shipping page for details.

How long will it take to get my order?

 

Orders are processed in the order in which we receive them. We strive to fulfill your order as quickly as possible, usually within 1-2 business days, depending on the volume of orders. Shipping times are dependent upon your location and shipping options.  

Due to the high volume of orders please expect some processing and shipping delays. Thank you for your patience

 

Can I ship my order to a different address than my home or billing address?

 

Yes.  At checkout you can choose to ship to your billing address, choose a different address from the drop-down menu, or create a completely new shipping address.  A new address will automatically be added to your address book for further use.  You can edit your address book by going to Accout > Address Book or by clicking on the following link: https://www.dennis-carpenter.com/user/address_book

Can I have my parts sent to a PO Box?

 

We can ship to a PO Box via USPS.
 

Can I order online and pickup my order at the store?

 

We now offer Curbside Pickup as a shipping option on the website. Most Customer Curbside Pick-up Orders are ready for pick-up within two hours. Orders placed Fri, Sat, Sun or after 2:30pm on weekdays will not be ready until after 10am the following business day (Mon-Thurs).  We are closed on Fri, Sat and Sun.  You will receive an email when your order is ready for pick-up.
Call 704-786-8139 when you arrive.  Tell the operator you're here for a Curbside pick-up and tell them your vehicle's make and color.  Items cannot be added to order at pickup.  

For orders not picked up within two business days we will call and arrange shipping.

What is a Drop Ship Item?

 

Drop Ship Items are products that we have shipped directly from the manufacturer or supplier. Drop Ship Items can only be shipped to the contiguous United States (This excludes Alaska, Hawaii, and Puerto Rico.)
Drop Ship Items may also not be shipped to any International address including Canada and Mexico
7) Miscellanous FAQ

What if I have a question about a product picture?

 

If you have a question about a product picture on our website, please email us at info@dennis-carpenter.com.

I need help installing a part.  Can you help?

 

Unfortunately,  we are not able to provide assistance on product installation.  We do, however, include installation instructions with many of our parts.  Installation instructions, if available, can also be found on the item's Product Page as a downloadable PDF.

What payment methods do you accept?

 

We accept Visa, Mastercard, American Express, and Discover.

Why does the catalog price not match the website?

 

Catalogs are printed every 1-2 years, contingent upon demand, and prices are accurate at the time of printing. As such, catalog prices will sometimes reflect an “out of date” price. The most up to date pricing can always be found online at dennis-carpenter.com.
8) Exchanges and Returns FAQ

How do I return or exchange an item?

 

Our return policy is located at the following link: https://www.dennis-carpenter.com/returns 
9) Error Messages FAQ

This order cannot be shipped to address.  Why?

 

Upon checkout, it is possible to get an error code that reads: This order cannot be shipped to this address.  There are a few reasons you could be getting this error message.

1.  A small number of our items are labeled as "Hazardous Materials," usually some type of paint or solvent.  This will be noted on the product page.  We can legally ship these items only inside the contiguous United States.  

2.  Some of our items are oversized and only be delivered via Truck Freight.  This will be noted on the product page.  Truck Freight can only deliver to the contiguous United States.

To remove an item from your cart see question 1.3 for instructions.
10) Taxes FAQ

Why is my order being charged Tax?

 

State Taxes are charged in states accorded to current tax law.  Please see our page on "State Sales Tax" for details.
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