Frequently-Asked Questions (FAQs)

1. WHAT ARE THE BENEFITS OF MAKING AN ITEPARTS.COM ACCOUNT?

As of right now? Nothing. It simply shows a record of your past orders.

Currently, there is this pesky order status indicator in iteparts.com accounts that shows the "status of your order", but at this time, it is, unfortunately, completely inaccurate. It is a byproduct of the site's construction, and we cannot get it removed. We have tried and are continuing to do so.

We are working on a newer version of the website at this time, and with it will come a range of new benefits to having an iteparts.com account, so stay tuned for that.

2. WHAT TERRITORIES DO YOU SHIP TO?

Intercon Truck of Baltimore and iteparts.com only ship to the continental United States, Alaska, Hawaii, and Canada. Shipping of any nature to Alaska and Hawaii can and will be very expensive. When shipping to Canada, all matters regarding customs will be up to the Customer to handle (including any customs fees). We do NOT ship LTL (or Truckload) shipments to Canada based on online orders. Contact us directly for purchases of this nature.

3. WHAT WILL BE THE SHIPPING COSTS FOR MY ORDER?

We cannot tell you what you will pay for shipping ahead of time, because we do not have access to that information. Once you reach the final page of checkout, shipping costs are calculated, as now our shipping module knows all it needs to know in order to estimate the cost to ship an order. Shipping costs are shown BEFORE you enter payment information to submit your order. If the shipping cost looks a bit off (for example, $50 to ship ten nuts and bolts to you) then send an email containing the part number(s) you are trying to order to customer.service@iteparts.com and we will look into it and get back to you as soon as any issues are resolved.

Note, as Fuel Prices continue to surge, shipping prices will rise as well, so don't be surprised if shipping for your next order is double that of your previous one.

4. I LIVE NEAR YOUR STORE. CAN I PICK UP MY ORDER AT YOUR LOCATION?

If you would like to order through iteparts.com and pick it up in-store, the process is fairly simple. In the Order Comments box at the end of checkout, let us know that you will be picking up the order in-store. You can do that by typing something along the lines of, "I would like to pick up this order in store". You should know:

• If you want to pick up an item and we have it in stock, we will omit the shipping charges from your order; meaning, when we process your order, we will make sure you are not charged anything for shipping. The Order Confirmation you receive immediately after placing an order will still show a shipping charge since it is generated before such changes are made. An updated invoice showing the change is available upon request.
• If you want to pick up an item and we do NOT have it in stock, shipping charges may still apply. So it is always best to confirm availability beforehand.

Of course, to make things as easy as possible for everyone involved, we could simply confirm stock, place the item aside, and you can purchase it once you arrive, as you would at any other store.

5. CAN YOU SEND ME A QUOTE FOR 'X'?

Unless the products specifically say "Request for Quote - Maryland" or "Request for Quote - Pennsylvania" to the right of the product image--

-- we do not send quotes, and we cannot tell you what you will pay for shipping ahead of time. To know what you would be spending on an order, it's fairly simple.

Let's say you want Buyers Toolbox 1729415, quantity 10. Add 10 of 1729415 to your cart and head to the checkout. Once you reach the final page of checkout, shipping costs are calculated, as now our shipping module knows all it needs to know in order to estimate the cost to ship an order. If you live in Maryland (MD) you will be charged Tax (0.6%). Whatever your total says on the final page of the checkout is exactly what you will pay.

6. WHY ISN'T MY ORDER GOING THROUGH?

This is a question we get a lot. Below will be the usual errors and how to fix them:

NO SHIPPING METHODS FOUND - This is an indication that the items you are ordering may be missing dimensions or weight in our system which, due to the imperfect nature of computer systems, can happen from time to time. If you are experiencing this error, send an email listing the parts you are ordering to customer.service@iteparts.com. We will fix them as soon as possible and respond to your email when the issue is resolved.

PAYMENT ISSUES - Due to several dozen attempts at fraudulent orders by bad people, we have had to crank up our website's security considerably. If you are going through the checkout process via Credit Card, you have to be very precise. That means that whatever billing address you enter during checkout MUST match the billing address on file with the credit card, character-for-character. If the Credit Card is billed to '123 E Business Pl', then your billing address absolutely has to say '123 E Business Pl'. Not East Business, not Business Place. It has to be an exact match. If you have tried EVERYTHING, meaning the billing address on the credit card statement, the business address if it's a company credit card, and anything else you can think of, contact us and we will see what we can do. If you are going through the checkout process with PayPal, you should have no issues, since PayPal already verified your address the moment you signed up for an account.

I ENTER MY PAYMENT INFORMATION AND SUBMIT, BUT THE PROGRESS BAR KEEPS GOING - This could be a communication error between the servers of your card provider and our own servers. This is usually remedied by waiting a while and trying again.

I HAVE BEEN CHARGED MULTIPLE TIMES - No, you have not. Simply submitting an iteparts.com order does not mean you have been charged for anything; it means that your financial institution has placed those funds on "hold" from your available funds in preparation for when we process the order. If you attempt to enter an order, and it encounters an error each time you try, but your online credit card account summary is showing multiple "charges", this means your financial institution has put the necessary funds aside several times. When we process your order, no funds are taken until we complete processing, and funds can only be taken ONCE because the system will not allow for payment to be processed multiple times on a single order. Your account will return those unused allocated funds to your total balance automatically after a few days. Also, successfully submitting an iteparts.com order results in an Order Confirmation being sent to the entered email address at a 1:1 ratio. If you attempted to submit an order five times, and your online credit card summary shows five instances of the purchase, but you only got one Order Confirmation, then only one order successfully went through.

7. I AM TAX-EXEMPT. HOW CAN I OPT-OUT OF PAYING TAX WHEN BUYING FROM YOU?

If you do not live in the same state as us, which is Maryland (MD), you will not pay tax. If you do live in Maryland (MD) and want to register as Tax Exempt with us, it's a two-step process:

1. Prior to placing an order on iteparts.com, contact us at customer.service@iteparts.com, stating that you are Tax Exempt, and attach a copy of your Tax-Exempt Documentation to that email.
2. When you reach the last page of the checkout process on iteparts.com, enter your Tax Exempt ID Number in the Order Comments Box right above the 'Submit' button. That way, when your order reaches us, we can subtract the Tax from your order total.

Once we have your Tax Exempt documentation on file, you will only have to do Step Two for future purchases. Please note, on the Order Confirmation you receive after submitting your order, it will still show you as "being charged for Tax", but this is not the case. When we go to process your order and actually pull funds via chosen payment method, we deduct the Tax. If you require an Invoice that reflects those changes, let us know that in the order comments box when completing Step Two. 

8. DO YOU HAVE THIS ITEM IN STOCK?

The simplest answer is, "maybe". iteparts.com is a small facet of a larger company, Intercon Truck of Baltimore, therefore our inventories are one and the same. Some parts we are guaranteed not to stock, while there is a small chance with others. It largely depends on the manufacturer:

• Commercial Vehicle Equipment (including ECCO, Kargo Master, Kinedyne, and Minimizer) may vary. We keep a small stock of popular ECCO lights. Kargo Master, Kinedyne, and Minimizer we do not stock.
• Liftgate parts (including Anthony Liftgates, Maxon, Thieman Tailgates, and Tommy Gate) we do not stock. The same goes for whole gates or platforms.
• Snow And Ice Management parts (including BOSS Snowplow, Buyers Products, FISHER, WESTERN, and Henderson) vary widely. We keep a healthy stock of BOSS and Buyers items that are needed most often (undercarriages for popular vehicles, plow cutting edges, etc.). FISHER and Henderson part we do not stock.
• Truck Equipment (including Champion Hoist, Swaploader, Switch-N-Go, and VMAC) and its accompanying parts, we do not stock. The same goes for whole Hoists. With VMAC, we do not stock parts, and we sometimes keep one model of air compressor, specifically the standard G300003, in stock.

Parts that we "do not stock" are drop-shipped directly from the manufacturer to the customer, so there is no need for us to keep them here. Remember, just seeing a part listed on iteparts.com does NOT guarantee that we have it in stock, only that we have had it in stock at some point or another. 

In cases of extreme stock shortages or lengthy lead times, such as during the winter months, we will contact a customer with this information either by phone call, email (in response to your order confirmation), or both, provided that we have been made aware of the shortages. If we do not hear back from you within 48 hours of our initial contact attempts, we will process your order fully and you will be on the hook for cancellation fees (as detailed in our Terms of Sale). If you want a definitive answer on part stock as fast as possible, feel free to call the manufacturers directly prior to placing your order. They can answer general questions about stock or product specifications a whole lot better than we can.

9. WHEN WILL I GET MY PARTS?

First and foremost, we do NOT offer overnight shipping. For any reason. Ever. The conditions which have to be met in order for you to actually get your stuff overnight are so precise that it usually is just as fast to do normal ground shipping. Don't waste your money.

Lead times and shipping times vary greatly between manufacturers, and things will take significantly longer if you place an order for parts from two different manufacturers. Contacting us or the relevant manufacturers ahead of time to confirm stock is the fastest way to figure out how long of a wait you are in for. Below is a list of manufacturers we offer on iteparts.com, along with a rough, general estimate of how long it will take to receive their products (lead times vary greatly for LTL shipments):

1. Anthony Liftgates: we do not stock Anthony parts. Parts will be drop-shipped direct from the manufacturer to the customer. Typically takes 5-10 business days. If you are ordering a platform or an entire gate, those are built to order and will take anywhere from 4-10 weeks.
2. BOSS Snowplow: we have a sizable stock of BOSS parts. Anything we do not have in stock will be ordered from BOSS. Generally, it will take about 3-7 business days for the parts to get to us, and then another week or less to get to you. If we have it in stock, it will leave out of here the same day or the following day.
3. Buyers Products: we have a sizable stock of Buyers Products Parts. If your order totals $185+ (not including any shipping charges), the item can be drop-shipped direct from the manufacturer to the customer. Typically takes 5-10 business days. If it totals much less, the item(s) will have to be shipped here which will take roughly 3-7 business days, and then another week or less to get to you.
4. Champion Hoists: we typically do not stock complete Champion Hoists or parts. Parts will be drop-shipped direct from the manufacturer to you. Typically takes 5-10 business days. Complete Hoists are built to order and can take anywhere from 3-6 weeks.
5. ECCO: we carry a limited stock of ECCO lights. If your order totals $120+ (not including shipping), the item can be drop-shipped direct from the manufacturer to you. Typically takes 5-10 business days. If it totals less, the item(s) will have to be shipped here which will take roughly 3-7 business days, and then another week or less to get to you.
6. FISHER: We do not stock Fisher parts. Due to certain regional restrictions, the item(s) will have to be shipped to our location first. It will take roughly 3-7 business days for the parts to get to us, and then another week or less to get to you.
7. Henderson: We do not stock Henderson parts. Parts will be drop-shipped direct from the manufacturer to you. Typically takes 5-10 business days.
8. Kargo Master: we do not stock Kargo Master parts. Parts will be drop-shipped direct from the manufacturer to you. Typically takes 5-10 business days.
9. Kinedyne We stock a limited number of Kinedyne products most parts will drop-ship. Most Kinedyne products are subject to minimum quantities when ordering because Kinedyne only ships most parts in pairs or in bulk.
10. Maxon: we do not stock Maxon parts. Parts will be drop-shipped direct from the manufacturer to you. Typically takes 5-10 business days. If you are ordering a platform or an entire gate, those are built to order and will take anywhere from 5 to 8 weeks.
11. Minimizer: we do not stock Minimizer parts. Typically takes 5-10 business days. Confirming stock prior to ordering is ideal since they have been experiencing extreme material shortages as of late.
12. Swaploader: we do not stock Swaploader parts. Typically takes 5-10 business days.
13. Switch-N-Go: we do not stock Switch-N-Go parts, and orders typically take 7-12 business days to reach customers. However, we do keep some Switch-N-Go bodies on site so, if you are interested in those, head on over to the Intercon Truck website.
14. Thieman Tailgates: we do not stock Thieman parts. Parts will be drop-shipped direct from the manufacturer to the customer. as long as the parts total well above $40. Typically takes 5-10 business days. If your order is less than $40, it will be held until we get more Thieman orders of around the same total, all of those parts will have to come here, and then we send them out. If you are ordering a platform or an entire gate, those are built to order and will take anywhere from 4-10 weeks.
15. Tommy Gate: we do not stock Tommy Gate parts. and orders typically take 7-12 business days to reach customers. If you are ordering a platform or an entire gate, those are built to order and will take anywhere from 4-10 weeks.
16. VMAC: we do not stock VMAC parts. All orders for VMAC parts will be drop-shipped directly from the manufacturer to the customer and are typically delivered within 3-5 business days of ordering. If you are ordering an entire air compressor, those are built to order and will take anywhere from 6-12 weeks, unless it is a G30 compressor, which we typically have in stock. In-stock G30 compressors will ship within a few days of ordering.
17. WESTERN: We do not stock most WESTERN parts. These will ship directly to you from the manufacturer.

Hopefully, the explanations above have answered many similar questions or concerns you may have about iteparts.com. For a more detailed explanation of our Terms of Sale related to Shipping and Returns, click HERE.