Radiator Express ® FREQUENTLY ASKED QUESTIONS
Return claims are handled via the support ticket system. Tickets are normally issued and responded to in 12-24 hours. Use the "Click Here" logo or click the "Customer Service" link found at the top of this page.
- When will I receive my order?
- Why can't I find my tracking number?
- My order has arrived, but where is my invoice copy?
- What if my order arrives damaged?
- What if you ship the wrong part to me?
- Your site mentions "Name Brand Replacement" What does that mean?
- Where are your parts manufactured, I don't want a cheap foreign replacement?
- Your listing does not explain if your radiator fits automatic or manual..Help!!
- What does EOC,TOC and LIC mean
- The Radiator you shipped has extra lines that I don't need, why?
- What are "CORE DIMENSIONS" or "CORE SIZE" as denoted on your site?
- Your competitor doesn't have multiple listings, why do you?
- How do I go about obtaining a Price Match?
- What is all this I keep hearing about 'bait' pricing?
- I just ordered a radiator, does it come with the cap and hoses?
- What if my original radiator cap doesn't work?
- My cap won't stay on your all aluminum racing radiator, Help!?
- My radiator arrived, but has extra threaded holes in it?
- How can I cancel my order
- What is your return policy?
- How do I return a part?
- How do I check the status of my return claim?
- How do I speak to someone on the phone about my return claim?
- Do you sell parts for tractors, forklifts, semi-trucks, and other heavy equipment?
- Do you sell racing products?
- Why is the item I received from your service thinner than my original?
- What if I don't want the item your shipped me?
- How do I know I ordered the correct part?
- Do you offer "express" shipping options?
All stock replacement orders placed before 2:30 PM local time ship same-day from the closest Radiator Express ® shipment location with available stock. Orders placed via Internet or telephone will be shipped via FEDEX or UPS ground in most situations. If you order via our secure site, you will receive your tracking number via e-mail by the end of the following business day, attached with a copy of your receipt. Orders placed on Friday will normally be delivered on a Monday, as our carriers do not deliver on the weekend. We will attempt to contact you by phone or e-mail if a part is not available in your area, requires additional freight, or will be more than 1-2 expected days for delivery.
Most RadiatorExpress.com orders take 1 business day to arrive at your home or business. Performance parts, all-metal parts, parts for uncommon applications, or parts shipped to remote regions of the country may take longer to deliver. We do not guarantee delivery times/dates due to potential third party situations such as warehouse closures, UPS/Fedex delays, emergencies, etc. If you need a more precise delivery estimate or would like to pickup your item at a local warehouse, we suggest that you call us toll free and place your order with one of our Radiator Experts. 866-723-3977 (EST)
"Your Radiator Expert Tip -THINK AHEAD! Allocate extra time for potential shipping delays. Provide a valid email and reachable contact number when ordering so that we can promptly contact you with questions."
If you log onto RadiatorExpress.com and cannot find your tracking number, please submit a ticket via our Support department link found at the top of this page. If you have placed your order via phone or Internet, please check your e-mail for a tracking number before contacting our support center. Our call center usually experiences a large volume of calls and will not have access to tracking or returns information on the spot - please use the provided form link above to receive your tracking info in a timely manner.
My order has arrived, but where is my invoice copy? back to top
Most invoices are e-mailed directly to you at time of online or phone ordering. Your invoice will again arrive via e-mail with a copy of your tracking number once that number is available the next business day. If you are unable to view our computerized invoice copy, just let us know via a support ticket.. We can fax and or 'snail' (postal) mail your invoice to you!
What if my order arrives damaged? back to top
If your order is damaged during delivery, please refuse the delivery and contact us via phone or support ticket if you are present for its arrival. Be careful not to assume "fin" depressions to the core of a radiator is damage. Often handling of radiators results in small indents to the middle areas. Pay attention to the perpendicular "tubes". Damage to these areas can result in leaking. To test a radiator, you can always plug the connections with a rag, and run hose water through the system to create enough pressure to check for a potential leak.
"Radiator Expert Tip - Inspect your shipment immediately, even in front of the delivery driver if your able. The faster the product is claimed and returned, the quicker we can assist in replacing the product. DO NOT under any circumstance put antifreeze into an item you think may be damaged. Once this is done, the shipment carrier will not return the item under claim for you."
In the event you discover damage to an item after delivery, contact the shipment company immediately. Follow their prompts to a "live representative" and provide them the tracking number from the package. Whether there is visible damage to the package or not, it needs to be claimed as damaged to the third party shipper so that it will be returned prepaid by them to the shipping location, rather than at your cost. Sometimes a carrier will tell you to contact the shipper - in this case, your item may have come from over 100 individual shipment accounts, so you may need to inform them you are unable to contact them directly and rather the service provider has informed you to file the claim. If you request an item picked up and returned to the shipment location your third party carrier is required to do so. For UPS services, the item returns under the same tracking number. For FEDEX and other carriers, a new return tracking number will be provided to you on the phone. We suggest your filing a support ticket once you have arranged the item to be removed, provide us the tracking information, so that we can assist with your return.
immediate replacements will be sent with a temporary charge placed
on your card. If you need a radiator and fast, we suggest your placing
the order online via www.RadiatorExpress.com or via phone with the
sales staff. Sometimes shipping damages can take days to resolve with
a shipment company due to pickup scheduling and other factors.
"Radiator Expert Tip" - Don't forget to file a support ticket under the Return a Part / File a Claim department. And don't let a third part shipment company mislead you. They have to pickup an item if you call and say it arrived damaged Also, don't lose the box or claim the item after 30 days.. Then you have to ship it back at your own expense!"
Common shipment carrier numbers:
UPS - 1-800-PICK-UPS / FEDEX- 1-800-GO-FEDEX / ONTRAC: 800-334-5000
If there are any discrepancies about an order, a Radiator Express ® representative will contact you prior to shipping an order. If per chance you do receive the wrong part due to company error, Radiator Express ® will have a replacement shipped immediately and pay all shipping charges on the returned product. Unfortunately, there are no exceptions to our re-bill-and-reship policy. Your card will be temporarily authorized for replacement parts that ship same-day until we can determine where the original error has occurred. If you may have ordered the wrong part, a claim investigation will be made, phone or online orders will be checked and a determination will be made whether we will prepay the return or you will ship at your own expense.
"Radiator Expert Tip"
- Click "More Info.." On our listings to check
core dimensions, larger pictures of items, and any special notes such
as "custom fit" "minor modifications" or "stock
fit". We do our best to ensure our listings are accurate.. We
trust that our customers will contact us if they have any questions
prior to placing their order 866 723 3977
Your site says "Name Brand Replacement" what does that mean? back to top
Radiator Express ® sells only name brand parts that are manufactured to the original equipment specifications. We even sell original equipment parts for many foreign applications. Our products are hand tested and come from American based companies that you can depend on. We make this distinction because the quality of part that you install is a very important issue. To view more about the products we ship please visit our Radiator Express ® About Quality page. We do not generally list part numbers on the website, or specific brands due to confusion and potential mis-orders often result by ordering via part number. Most radiators you receive from our service will be sent from a local facility. They will normally have the Radiator Express ® logo on the box. Sometimes we will ship an affiliate brand to ensure an item is not delayed. If you require a specific brand name, be sure to contact us via phone to order.
"Radiator Expert Tip" - Let's Be Serious !!! If a price is too good to be true.. Trust us it is. . The competitor will most likely end the sale with surcharges, extraordinary shipment fees, or send you a no-name product that they obtained from an overseas warehousing with a lackluster warranty even though the overseas call center assured you it was XYZ brand. They may even tell you its a "very complicated fit" to get you confused, worried and overpaying for the part. The prices on our website may not always be the lowest you'll find... But we can assure you, the item is to OEM specifications, we created and added it to the website by hand. We added notes to the descriptions and made distinctions to the listing so that you know if you need to check the core size, or product date of the vehicle etc. (no autoparts cookie cutter catalogues..here...)
Where are your parts manufactured, I don't want a cheap foreign replacement? back to top
Our OE (original equipment) quality replacement parts come from all
over the world. Wait! Don't close that browser window just yet. This
is the case with virtually everything you already own, including the
clothing you have on right now and the computer on which you are reading
this information. We do not guarantee any specific countries of origin,
but we warranty all of our stock replacements the same, no matter
where they come from. We only manufacturer items in our owned facilities
overseas and only do business with manufacturer's that can assure
quality control in their manufacturing warehouses. Most items on our
site will indicate built to OEM specifications, that means tested
to the dealer standard. In many cases we sell our parts to the dealership
when they run out of their products which are also made overseas.
If someone claims to sell you a part "Made in America",
they are most likely referring to Central America or South America.
What we deliver is an honest service, no strings, no faking. Its our
business to ensure you purchase the correct radiator, the first time,
and that it lasts... Trust us, we don't like doing warranty claims!!
When looking up your part, make sure to click on our "more info" link located underneath the product description. You will find pertinent information about all our radiator, heater core, condenser, and gas tank applications. Most of our listings will mention if the given application fits automatic and or manual. Very few aftermarket replacements are transmission specific. Only for certain racing or older vehicle applications will you commonly see A/T or M/T specific replacements offered. You do not need to make modifications to your vehicle or the unit itself to use a multi-fit construction. If the product does not mention specifically what it fits, that indicates that there is 1 model that fits both applications of auto and manual. If you have any questions about our listings, we encourage you to call us @ 1-866-723-3977
EOC = Engine Oil Cooler. This cools engine oil through the radiator. Looks just like transmission lines, but on the other side of the unit. TOC = transmission oil cooler lines. 2 metal connections for cooling transmission oil. Usually these are on the passenger side of the radiator. LIC or LC, Low Cooland Indicator- is located usually mid passenger side tank, and is a sensor port with wires for indicating coolant levels
The Radiator you shipped has extra lines that I don't need, why? back to top
Don't panic!! The extra nipples (TOC, the transmission cooler, or EOC, engine oil cooler) do not need to be capped off and you have in fact received the correct part. It's a closed system - a single bar travels from one connection to the other for each system without interacting with the tube-and-fin area of the radiator. I know, I know you are imagining the waterfall of coolant all over the place that looks like it will inevitably result from filling the radiator, and you don't believe me. Just cover one of the connections and blow air through the other.. You'll see its just a little pipe. The transmission or engine coolant is cooled through the metal of this pipe - it never interacts with the radiator. For this reason, manufacturer's make the automatic version of a radiator and no manual versions... keeps us from making any mistakes!
What are "CORE DIMENSIONS" or "CORE SIZE" as denoted on your site? back to top
When you see CORE SIZE: ## x ## and or (##"x##") on Radiator Express ® listings, we are referring to the core size of the radiator, condenser, heater core, etc. The core size can be determined by measuring your product from the inside of one tank to the beginning inside of the opposite tank, also excluding any metal or plastic bracketing material. The core is the area that contains the tubes and fins. Certain applications of radiator will have different core sizes, and it is imperative that you check them prior to purchasing from Radiator Express ®. We are not responsible for the return of your radiator should you purchase an incorrect size, or if you purchase a part without first checking the various sizes listed in our catalog.
"Your Radiator Expert Tip - DO NOT GUESS! YOU WILL GUESS INCORRECTLY."
Your Competitor Doesn't have multiple listings, why do you? back to top
RadiatorExpress.com contains a sophisticated database system that catalogues car data based on official manufacturer data. We offer complete and honest online listings so that you order the right part, the first time. Many competitor companies will need to call you after an order is completed to verify much of the information that we already provide to you. By providing this information, Radiator Express ® hopes to ensure your product ships on time as promised with no inconvenience to you.
Rather than just organizing our parts by arbitrary brand name or price, we sell parts based on the application your vehicle will be used for. If you have a daily-driver mini-van that only goes to work, school, and soccer practice, we won't destroy your wallet with an unnecessarily high performance part. Unless of course you live in Phoenix or another very high temperature climate - then we might suggest a heavier duty part! Likewise, if your Jeep sees the sand and the mud, we'll sell you a part that won't leave you stranded.
How do I go about obtaining a Price Match? back to top
Simply fill out a Price Match Request Form online by clicking the "Click Here" / Support icon at the top of this page.. If you call to order and request a match, your salesperson will do their best to accommodate you, but may direct you to file for an official one if we can not immediately match the price. We do not price match eBay, craigslist, forums / sales from private sellers, and some specifically misleading competing web sites due to 'bait' pricing. We do urge you to call 866-723-3977 for all price match needs.
What is all this I keep hearing about 'bait' pricing? back to top
Many competing web sites list their stock and performance replacements at absurdly low prices ie. $69 for a brand new all-metal radiator - too good to be true!! Our customers call us daily with requests to match such prices. Unfortunately, they are completely bogus. No legitimate company sells brand new, warranted parts for less than the cost of the materials to make them. As with all transactions completed online, it is important to make sure the site you are dealing with is reputable!
'Bait' pricing is a tactic commonly used by foreign manufacturers with low advertising budgets to get your 'clicks' and convince you to invest your time into their web site until you've either bought the part without noticing hidden fees, or you've gone too far and spent too much time to reverse your decision to buy. They 'bait' you into filling out billing and shipping information slowly across several inconvenient checkout screens along with surveys, forms and checkbooks galore until you finally reach your 'subtotal' screen.
For example, by the time you reach your billing information screen, 'bait' pricing sites may have quietly added any combination of seemingly random fees to your total: a $25 'five to seven day' delivery fee, a $20 'online ordering fee,' $15 for 'taxes,' and $5 for 'handling'. Before you know it, you've exceeded our lowest priced part by quite a bit! Our competition simply hopes you don't notice! Or, they hope that you just roll your eyes and continue to check out, since you have made it to the last step and have already spent all morning filling out their order information without reading the fine print. You've been had!
Were you looking for next-day delivery? We offer FAST one business day delivery in almost every state for stock replacements! * Our competitors that use 'bait' pricing charge up to $55 for 1-2 day delivery on basic stock replacements.
Our OEM-quality replacement pricing is simple and straightforward
- barring any availability issues, you pay our online price plus
a flat rate for freight, tax and handling combined. You know what
you're paying with Radiator Express ®.
Radiator Express ® automotive radiators are shipped to you in the original manufacturing packaging. Hoses and other accessories are not included with your order. Some radiator comes equipped with a cap in the box, while some models do not. We recommend that you use the original accessories and or purchase new ones if necessary from a local part store. Remember that some radiators come with transmission fittings for certain applications of vehicle. Most All Aluminum radiators will use a different cap size than stock.
Sorry, we do not support TOC or EOC fittings issues, nor can we send you any extras should you require them. They must be purchased locally along with other accessories, as there are limitless combinations of available accessories depending on your vehicle and application. It is important that you handle the box with care and check foam and other areas for additional necessary parts. Parts lost in shipping may require your entire part to be returned to us - we do not supply accessories independent from new replacements, and we must claim the entire part as a ship damage if some accessories find their way out of the box. There are no exceptions to this policy, nor do we offer prepaid return shipments in these rare situations.
Stock plastic aluminum models of radiators normally will use the same cap style as the dealer original. Sometimes with certain foreign applications, the aftermarket radiator may use a different cap than stock. If you receive a part, and the cap does not fit, you can either visit your local parts store with the radiator. You can measure the radiator cap connection diameter and fit a cap based on their size. You can also contact us via a support ticket and we will respond with a cap number that will be stocked at your local parts store. Most of the parts we sell that may require a different cap will come with this information on the e-mailed invoice.
"Radiator Expert Tip" - Don't panic if the cap doesn't fit. The local parts store will have a cap that works for your radiator. If we have the part on file, rest assured we will provide that to you at point of sale."
Our all aluminum racing radiators are built as close to OEM specifications as possible. Due to the high efficiency design and metal construction OEM radiator caps sometimes just don't cut it. If you purchase an all aluminum radiator, we suggest that you purchase a high pressure radiator cap with a locking mechanism. This will prevent small leaks around the cap area during use.
"Radiator Expert Tip" - All Aluminum radiators are custom items. Most times they will slide right into a vehicle with no-nonsens. However, we suggest that a certified mechanic or someone with technical knowledge install these products due to minor modifications that may be needed to accomondate the change in construction."
Very few aftermarket replacements are transmission-specific. Only for certain racing or older vehicle applications will you commonly see A/T or M/T specific replacements offered. If the product does not mention specifically what it fits, that indicates that there is 1 model that fits both applications of auto and manual. You most likely received this "automatic" version which will have 2 extra ports that you don't have. Basic rule of thumb is to ignore them and install your item. If you have any questions about our listings, we encourage you to call us @ 1-866-723-3977 to confirm.
Once an order is placed with Radiator Express ®, the information is forwarded to the region closest to you for immediate processing. Our fast processing assures that we have time to double check the availability of your product and ensure its timely shipment to you. Due to this same process, it is very hard for a Radiator Express ® employee to stop an order from shipment. If you would like to cancel and order, we suggest that you contact Radiator Express ® Order Department to attempt cancellation. Please note that a minimum 10% and maximum 20% restocking fee will apply to all canceled orders. The moment you place an order, the restocking fee WILL apply, as orders are fed live to our warehouse staff and shipped minutes after your order is placed if available and in stock. Even if you cancel it moments later via telephone, the fee may still apply and the part may have already processed and or shipped! We thank you in advance for understanding why we have no exceptions to our cancellation policy.
"Radiator Expert Tip" - Don't purchase an item before you know you 100% need it. No reason to incur a 10-20% restocking fee for a reason such as this. Have the item diagnosed and be sure you need it, then order it. Also - If you go out on the web after placing an order and find a really low price, don't immediately think you found a steal and call us to cancel. This may be a bait' pricing method of getting you to start shopping on their site and you may incur hidden fees in excess of our product cost.
To learn about our shipment and return policy, please click here
Be sure to read our terms and conditions of sale prior to asking to return a part. Ensure you meet our guidelines. Once you determine the item is returnable, submit a support ticket via the 'Click Here' link at the top of this page.
Click the 'Click Here' link at the top of this page, and submit a support ticket. Be sure to include your first, last name and claim number if already issued. Remember, return claims can take from 2-6 weeks to process as items are individually inspected by the manufacturer prior to claim closing. We urge you to contact us with tracking numbers confirming returned items and asking us for updates via the support ticket system as often as you would like. We thank you for understanding that no credit will be immediate and our dedicated return department is only available via support ticket.
Sorry! Our dedicated support team does not operate with phone support. Our sales office at the 866 toll-free number cannot access your account once you have filed a returns claim online, nor can they assist you with updates pertaining to pending returns, replacements or credits. Once you file a return claim, your RadiatorExpress.com account is locked to the Sales office completely in order to make sure that our returns department has full access to your case to ensure an accurate and speedy resolution to your issue.
Sure! Visit our sister web site
- an authorized member of the Radiator Express ® Network - Radiator
Group via this link: RadiatorGroup.com
We encourage you to obtain an OEM (Original Equipment) number for the complete radiator you are looking to replace, as fits are not guaranteed without an exact part number match. Use caution when purchasing a part by core dimension or overall size, appearance, inlet and outlet location, etc. as part numbers can differ by as little as the bolt pattern!
Sure! Visit our sister web site - an authorized member of the Radiator Express ® Network -Race Way Parts via this link: Racewayparts.com
We offer a complete line of performance racing radiators, hot-rod style fits, custom aluminum radiators, and domestic/import racers modeled after the original equipment parts. Fan shrouds, assemblies, wiring, mounting, temp. sensors and many more products are available!
We specialize in Jeep standard / conversion engine setup rock crawling / muddin' radiators!
We encourage you to obtain an OEM (Original
Equipment) number for the complete radiator you are looking to replace,
as fits are not guaranteed without an exact part number match. Use caution
when purchasing a part by core dimension or overall size, appearance,
inlet and outlet location, etc. as part numbers can differ by as little
as the bolt pattern!
This is probably the most common concern we hear on a daily basis. Most of our new stock replacements are manufactured with aluminum cores and plastic tanks or in all-aluminum constructions. Aluminum as a raw material conducts heat much more efficiently than the copper and brass combo constructions of the past.
We can provide just as much cooling capacity with half of the material requirements. Your new two-row aluminum replacement from Radiator Express ® weighs and costs much less than the four-row, 3-inch thick unit that came with your vehicle in the 70s, 80s, or early 90s, and will cool to the same specifications. Many new aluminum models are built to the OE blueprint and won't require any modifications to install, although some will require minor adjustments. Copper and brass constructions are no longer cost-effective for most applications, and have been discontinued now for several decades.
In addition most manufacturing companies now use thicker tubing and less dead space in stock radiators to allow for lower price points and extended cooling capacity. Many dealer replacements come with 1/4-3/4 inch tubes. You may have what you believe to be a 2 row radiator from the dealer. When only one option is listed on our site and mentions "stock" it may come as a 1 row radiator with a 1" tube. This delivers cooling capacity to that of 2 smaller tubes. As mentioned in various sections of our site, thickness will vary on stock replacements. The thickness may change due to often construction changes from the factory before we can even edit the website listing
You may return a brand new part to us for any reason through our RMA and returns department online by clicking the 'Click Here' link at the top of this page as long as they are claimed to us within 5 business days of receipt as well as are new and in the original box. For items with other issues, we suggest your reviewing the return policy page by clicking here. Once you have reviewed this information, we suggest your submitting a support claim via the 'Click Here' link for further details.
"Radiator Expert Tip" - Before you decide you don't want a part, or just don't like it. Check what else is out on the market. Often we speak to customers that return items and purchase other items to find that they get the same item at a higher cost, or one of lesser value due to mis-information from an unprepared order taker. Best bet, call us or submit a claim ticket with questions... we'll be sure to give you a heads up on your options!"
How do I know I ordered the correct part? back to top
For stock OEM-quality replacements, most fits should be identical to your dealership's original part. If you're ordering a stock replacement for a vehicle aged 1990 or newer, you most likely will not encounter any fit issues unless our website listing instructs you there is more than 1 replacement. If we list a 1 and 2 row radiator. Be sure to check which one you had in the vehicle stock as well as click our more info link on the product to see if we inform you that you can use both or not.. If you want a 'swap-and-drop,' easy replacement, stick with a part identical in cooling capacity to what you are removing!
All aluminum constructions, usually 2 rows or larger, are considered 'racing' parts and are up to you to fit. We do not offer installation support for performance parts beyond what is available in our Knowledge Base. Read the 'more information' link on the part you're interested in for notes on the fit, if applicable.
If you are looking for a heavy-duty part, a difficult to find part for an older vehicle, an all metal performance part, etc. we encourage you to obtain an OEM (Original Equipment) number for the complete radiator you are looking to replace, as fits are not guaranteed without an exact part number match. Use caution when purchasing a part by core dimension or overall size, appearance, inlet and outlet location, etc. as part numbers can differ by as little as the bolt pattern!
Sorry, we do not support TOC or EOC fittings issues, nor can we send you any extras should you require them. They must be purchased locally along with other accessories, as there are limitless combinations of available accessories depending on your vehicle and application. It is important that you handle the box with care and check foam and other areas for additional necessary parts.
If you find you are having issues with any part we
sell, contact us immediately via the support ticket function found in
the 'Click Here' section above. Once we have it on file, you will be able
to ship it back for refund for any reason as long as restockable.
Do you offer "express" shipping options? back to top
Sorry, we do not offer express shipping on generic automotive parts. Our flat rate covers one business day delivery in most of the USA, meaning that your part will usually arrive within 24 business hours after you're order is placed. We ship from over 100 locations and have no need to charge above needed prices for next day delivery when our service is normally next day. We get your part to you as quickly as is humanly possible, but we cannot speed up a delivery, reroute, change, or otherwise cancel a delivery once it is on the delivery vehicle with our carrier. Commonly used carriers include UPS, Fedex, and ONTRAC (formerly California Overnight) on the west coast.
Some heavy equipment, commercial truck, agricultural
and construction products can be shipped using express delivery, but
we do not recommend it. Many automotive cooling system parts are oversized
and delicate. The cost to freight some larger parts is very high when
rushed, and the chance for a damage in shipping occurring rises considerably
as well. Please call our sales department at 866 723 3977 toll-free
or fill out the 'I have another question' form located in our support
ticket function found at the top of this page for more information about