FREQUENTLY ASKED QUESTIONS

1. What are my payment options?  All purchases through our website must be made using a major credit card.  We do not accept PayPal at this time.

2. What Brand of products do you sell?  We sell only brand-new, genuine OEM Porsche factory original parts and accessories. We are an authorized Porsche dealership (Tischer Porsche of Silver Spring, MD). For questions on item information and included components, please thoroughly read all product descriptions before contacting us. A lot of the time, your questions will be answered in the descriptions section of an item.  For more information on an item, click the “more” button.  Additional information will be shown on the following screen along w/ any additional information tabs.

3. Do you offer local pickup?  Local pickup is available at Tischer Porsche in Silver Spring, MD!  Just specify you are picking up your order instead of having it shipped in the customer comments section and we'll be happy to hold for local pickup.  You will receive your email confirmation when your parts are in and your order is complete/ready for pickup.  It will state "ORDER COMPLETE - PICKUP # _______".  DO NOT come into the dealership without placing an order online and expecting to get the online discounts.  Also, DO NOT come into the dealership before you recieve your email confirmation that your order is COMPLETE along w/ the pickup # - you'll need this pickup # when you arrive.  Internet orders can be picked up from 7:30am - 6pm M-F, and 9am - 3pm on Saturdays.  It’s simple…if you want the online price….order online!!!  **A $2.00 surcharge now applies to all local pickup orders.

4. How will my item be shipped? We ship exclusively with UPS.  Larger body orders (i.e. aero-kits, bumpers, hoods, etc.) will be shipped via UPS Freight. You will be notified via email which carrier we are using, along with a tracking number. We add the shipping charges when we process the order. The shipping charges are based on size and weight of the package.  We calculate this number only after we package, weigh, and measure your order.  We only charge what it costs us to ship...this keeps our prices as low as possible. To get an idea of how much your order will cost to ship and transit time, check out: UPS Time and Cost Calculator. (Enter ‘Silver Spring’ as the ship from city and ‘20904’ as the ship from zip code) Please do not call or email asking for a shipping quote and time when you can easily check this by following the link above.  International orders are shipped via USPS.  Please allow extra time for processing/shipping of international orders as we typically make 1 run to our local post office once per week.

5. What if I want to upgrade to faster shipping on a part that comes w/ free ground shipping?  We'll do our best to cover the difference between the cost of ground shipping and the upgraded shipping. (Example: $25.00 2nd day air - $10.00 ground shipping = $15.00 shipping charge for 2nd day air)

6. Can you ship to a P.O. Box or APO address? We will ship to P.O. Boxes and APO/FPO address via USPS, but please be aware this will take extra time to process since we currently ship exclusively with UPS.  For questions or quotes pertaining to this, please email porschepartsdepot@mileone.com with your full address and a summary of the parts you are looking to purchase.  We will make special trips to our local post office to ship via USPS for P.O. and APO/FPO addresses about once per week.

7. Do you charge sales tax? We charge sales tax only to customers located in the state of Maryland.  If you are out of the state of Maryland, you are tax exempt.

8. Can I combine shipping if I purchase multiple items?  If you're purchasing an item that includes free ground shipping, you may add parts to that order as long as they are not considered "oversized" or "overweight" by UPS.  We do our best to pack all items into one shipment.  You may owe some freight depending on how much the added parts offset the shipping cost of the part that includes free shipping.  Our policy is to only charge what UPS charges us to ship orders....this enables us to keep our prices as low as possible for our customers.  All "oversized" or "overweight" shipments are subject to extra surcharges.

9. How long before my item is shipped? We ship both International and Domestic packages Monday-Friday.  We do our best to ship all orders that are in stock the same day ordered (if placed before 2pm EST).  If you order late on Friday, Saturday or Sunday your item will ship Monday if the parts are in stock. All orders for parts not in stock (on order) only take 4 - 6 business days for us to get from Porsche (as long these parts are in the country and not on backorder). We then try our best to ship these special order parts the day we receive them. We will notify you via email of any backordered parts and try to provide an estimated time of arrival.  The following is an estimated UPS ground timetable…actual shipping time may vary.

10. Will I receive a tracking number? Yes. You will be emailed a tracking number and confirmation upon order shipment.  Be sure to check your junk/spam folder as your spam filter may redirect our emails.

11. Why didn’t I receive tracking information? Is your email address correct in your account?  Did you check your spam filter?  EVERY purchase will receive a minimum of TWO emails, Order confirmation & Tracking Information.

12. How do you ship International packages?   International orders are shipped via USPS.  Please allow extra time for processing/shipping of international orders as we typically make 1 run to our local post office once per week.  Check USPS's website for an idea of what you can expect on shipping charges.

13. Will you mark the customs paperwork as "Gift" or lower the dollar value? We mark all customs forms with truthful and accurate information based on the sales price of an item.  We will NOT devalue packages or mark as a gift.          

14. How is your customer service? We strive to provide the best customer service possible.   Send any questions/comments/concerns you may have to porschepartsdepot@mileone.com.

15. My order arrived damaged or is missing parts? We insure every package to its full value, so if your item arrives damaged please notify us via email (porschepartsdepot@mileone.com) and let us know the situation so we can arrange a replacement item or refund when the UPS Claim is processed. **Always inspect your order upon receiving it!!!  We cannot, and will not do anything about a damaged part if you contact us a week after you receive it!  You have 48 hours from the time the package is delivered/signed for to notify us of any damage or missing parts.

16. What if receive the wrong item?  There may be a rare occasion where the wrong item is shipped or mis-packaged from the manufacturer.  Please email us immediately (porschepartsdepot@mileone.com) so we can get the issue handled as quickly as possible. Check to see if the part # on your package matches the invoice you received; or if there are any special notes that a part has superseded to a new number.  If we messed up and sent you the wrong parts, we’ll replace them at no charge, and also pick up the shipping charges to return the parts.

17. Do you accept returns/exchanges? Yes, we do accept returns and exchanges on brand new, never installed parts within 10 days of purchase.  This only applies to parts we keep in stock.  Returns on special order parts (parts we do not keep in stock) are not accepted (unless we made an error).  To send a return, write your order number on the outside of the package as your RMA number. All parts returned MUST have the original Porsche label, packing material, and box they came in. No returns will be accepted without these.  We will also not accept a return if the part arrives damaged.  No returns on international orders. All returns MUST include a copy of the invoice or packing slip.  We will inspect each return and issue the credit to your credit card once the part or parts are deemed re-sellable.  Please email us the tracking # of the return so we can monitor its arrival.  We strongly recommend you insure your return package to its full value to protect against shipping damages.  If the part(s) do not meet our return criteria, we'll ship them back to you at your expense.

18. Why did I owe money when my package arrived on my International shipment? All duties, taxes, brokerage fees, import taxes, (Canadian GST, PST, QST), etc. that your country might charge are your responsibility to pay at the time you receive your item.  When shipping out of the country, we only charge you what it costs us to ship your order.  You may want to contact USPS or UPS to get an estimate of what you can expect to pay through customs/prep-fees.

19. What if I have an issue after my item arrives? If you have an issue with your order, please contact us at porschepartsdepot@mileone.com and we will do whatever we can to resolve the issue to your satisfaction.  Posting on public message boards will not get you help any faster.  Simply email us and we’ll immediately get started on resolving the situation.

20. What if I have a warranty issue? All OEM Porsche parts/accessories we sell carry a 2 year – 24,000 mileage warranty valid at ANY Porsche dealership within the US. The warranty needs done on a repair order.  This means (unless you’re local) you must go to your local Porsche dealership and have the warranty issue resolved.  Make sure you hold onto your original Tischer Porsche sales receipt we enclose with every shipment.  Parts shipped outside the US are not covered under warranty once they leave the US.

21. How do I get a price quote if I have part numbers? You can always check pricing if you have part numbers by simply keying them into the "search by factory part number" field on our homepage.  If they do not show up, send us an email to porschepartsdepot@mileone.com with the part number.  If you want to add a part number to an order that does not show up, just put a note in the customer comments section and we'll manually add it for you.

22. How do I find part numbers? You can search our site by your vehicle or the other various online sites to look up your own part numbers.  If you can’t find what you need, contact us directly at porschepartsdepot@mileone.com w/ your VIN number for help.

23. How do I redeem coupon codes? Since we discounted ALL our OEM Porsche parts and accessories by 15%+, we've done away with coupon codes. Our specials are discounted even more!  No other discounts will be applied on top of these. We do honor PCA memberships but it's the same discount as shopping through our website.

24. When is my credit card charged? We only charge your credit card once all parts are in stock and shipping out.  We place our stock orders through Porsche around 3pm EST daily.  If you cancel a part or order after we place our stock order with Porsche, the cancellation will be denied and you will be charged the full amount of the part (special order parts only).

25. Do you ship liquids, airbags, and other HAZMAT items? We can ship liquids such as oil, coolant, etc.  We are now shipping airbags!!!  We do NOT ship liquids or hazmat items internationally.

26. Why does the price of some items change? We reserve the right to make pricing changes based on what we pay for the parts from Porsche. When they raise the price, we must raise the price and vice versa. If you were quoted some pricing and the prices change before you submit an order, we reserve the right to change to Porsche’s current pricing.  All pricing changes will require your approval before we charge your card and proceed with the order.

27. What does the customer agree to when purchasing from our site? When purchasing from our site, the customer agrees to our terms, conditions, and policies set forth on our site.

28. How can I check the status of my order? To check the status of your order, simply log into your account and view your order.  Items labeled as “on order” mean they are not in stock.  From above, it typically takes 4 – 6 days for us to get parts not in stock.  Your initial email confirmation will also give you item status.  Unless you specify you’d like to have the parts that are in stock on a multiple item order shipped first, we’ll wait until ALL parts are in stock to ship.  Specify differently in the customer comments section.  Please do not call asking to check the status of your order when you can easily do it yourself.

29. How do I use the message center on the website?  Inquiries can also be sent to us through the message center through the website.  (Although we recommend emailing porschepartsdepot@mileone.com)  You will continue to have to log into your account to view replies and submit new messages. DO NOT hit reply to the email confirmation you get stating you have a new message.

30. Why did I receive a message stating my order has been cancelled since my credit card declined?  Our online software has been changed…we can no longer view or edit your credit card information.  If the card declines, for whatever reason (insufficient funds, typo, etc.), your order will be cancelled from our online system.  You will get an email notification.  It is your responsibility to fix the situation and re-submit the order with a valid credit card or updated card information.  It’s also a good idea to check with your bank and make sure your card allows internet transactions.

31. How will I know when my order ships?  Once your order is complete and shipping, you will recieve an email confirmation with tracking #.  Be sure to monitor your junk/spam folder as our emails can be filtered.

32. What are your hours of operation? Our internet parts department is open from 8am – 5pm EST Monday through Friday.  We are closed Saturday, Sunday, and major holidays.  Although our dealership is open on Saturday, the internet parts department is closed, and there is no one here that will be able to answer questions or pull up your order or account information.  If you have an order that is for local pickup, and you received your confirmation that your parts are in, you can pick these up from 9am – 3pm Saturdays.

33. How long do I have to cancel an order or part of an order? Orders can only be cancelled up until the time we submit the order with Porsche (special order parts).  If you cancel an order, or part of an order with special order parts that have already been placed on OUR order through Porsche, the cancellation will be denied and you will be charged the full price of the parts (special order parts only).  It is also too late to cancel and order once the order is processed and you receive your confirmation with tracking number.  If you receive the parts and still do not want them, please follow the instructions on the bottom of the packing slip to process a return. (non-special order parts)

34. Why is the shipping charge more than the cost of my parts? Since we ship exclusively with UPS at this time, the smallest shipment permitted is a 1lb. package/envelope.  Shipping is typically 8 - 10 dollars on these depending on your location in the US.  If your order is under this amount, expect the shipping charge to be around the same...if not more.  We recommend sourcing low dollar value parts (nuts, bolts, hardware, etc.) locally if you do not want to pay for UPS shipping.  Also, large and oversized packages are very expensive to ship (typially in the 150 - 200 dollar range).

35. Is there a number I can call to getPorscheparts.com?  No.  Being that this is an internet business, we do not have a direct phone line to getPorscheparts.com.  We only accept emails, PM's, messages sent through the website, and instant messages.  Please remember, ALL orders must be submitted through the website.  The fastest and easiest way to reach us is through email (porschepartsdepot@mileone.com).  All emails with question/inquires that are not answered in our FAQ section or Policies section will be answered as quickly as possible.  Be sure to provide a valid email address.  Also be sure to monitor you junk/spam folders as our emails can be filtered depending on your email software.