Core Policy

What is a core?

A core is the unit you’re replacing. Many vehicle components have core charges associated with them to ensure the old unit is returned.

What are the core requirements?

Cores should be returned in their original packaging to prevent damage during shipping. Cores must be returned whole, complete, and undamaged. There may be deductions, up to possible rejections, for cores that are returned disassembled and/or damaged. Cores must be rebuildable for them to be considered valid cores. Cores must be “like for like” meaning for the same application/part number.

Why must a core be rebuildable?

One of the main purposes of a core charge is to ensure the return of a unit so that it can be rebuilt and sold to the next customer in need. If a core cannot be rebuilt (i.e. an EGR cooler that won’t hold a vacuum, or a DPF with a melted substrate), it is not a valid core.

How do I return my core?

An RMA is required for all core returns. To start the process, fill out the core return form located here. Once the form has been submitted, our cores team will reach out to you with your instructions, usually within 24 to 48 hours.

Where do I have my core shipped to?

As we ship orders from warehouses across the country, core return instructions will vary. The specific instructions will be sent to you by our cores team once the core return form has been submitted.

Who do I contact with questions regarding my core?

Our core team can be reached via email at cores@dalessuperstore.com. Please be sure to include your order number when reaching out so we can quickly identify your order and answer your questions.

What does “Send in core first” mean?

As a courtesy, we offer you the option to send in your core(s) first, rather than paying the core charge up front. While this option allows you to place your order without paying the core charge, there are some things you should know prior to proceeding with this option.

A core first order significantly delays the processing of your order as it will not ship until the cores have been received. Instructions are generally sent 24-48 hours after the order is confirmed, and the order is processed within 3-5 days of the core(s) being received.

Certain cores will have to go through additional processes to ensure that they can be rebuilt, and this will could cause additional delays.

What is the difference between an R&R service and a core first order?

An R&R service follows similar procedures to a core first order, with the distinction that the unit you are getting back is the same unit that you send in. Since your unit is being rebuilt, there will be additional time requirements to account for the rebuilding process.

How long do I have to return my core?

Cores are due within 30 days of receiving the new part (based on delivery tracking). While we will accept cores for up to 6 months, deductions can apply. Cores will not be accepted after 6 months.

Who is responsible for the shipping of the core?

Unless specifically stated on the listing purchased, customers are responsible for the costs associated with the shipping of their core. You may use any carrier you wish, unless explicitly stated in your core return instructions, and add insurance at your discretion. We recommend using a trackable shipping method. We are not responsible for cores lost or damaged in transit without proof of delivery.

How should I package my core?

Cores should be returned in their original packaging, placing any plastic caps/plugs received on the new unit back onto the core. To ensure the carrier will not reject the package, be sure to drain all fluids out of the core and wrap the core in a plastic garbage bag. When packing the core, be sure to place a packing slip inside the box with the RMA number indicated on your core return instructions. Pack the package carefully, so that damage will not occur in transit back to the warehouse. We are not responsible for core damage or shortages where the shipment was improperly packaged.

What if my core requires a freight pickup?

Certain large or heavy cores (like engines or transmissions) may require palletizing and shipment via freight carrier. Additional information and time may be required to set this up. Our team will reach out to you if this applies to your order.

What documentation should I retain?

You’ll want to keep all tracking records, as well as copies of any BOLs. Sometimes, it will be required that you work directly with the manufacturer to arrange for a core return. Any information pertaining to the core should be kept and copies sent to our core team so we can follow up on the core credit.

How long does it take to receive my core credit?

For most items, the core credit is processed within 7-10 days of the unit being received. Cores requiring testing (e.g. emissions or electronic cores) may take longer.

Once the refund has been processed, you’ll receive an email notification. Funds generally show up in your account within 3-5 days after the refund has been processed.

How will I receive my core credit?

Your core credit will be processed back to the original method of payment. For instances where the merchant processor rejects the transaction (like the credit card used is now expired, or the account has been closed), we will have to mail you a check. When this occurs, we will reach out to you to confirm who the check should be made out to, and the address you’d like the check mailed to. Please note, we must attempt to process the refund back to the original payment method first, and checks are sent out only if the merchant processor rejects the transaction.

What if the credit card I originally used was stolen?

We must attempt to process the refund back to the original payment method. If your card has been replaced (i.e. due to a lost/stolen credit card or suspected fraudulent activity) the refund will likely still be accepted and processed by your bank. If the transaction is rejected, we will have to mail you a check. When this occurs, we will reach out to you to confirm who the check should be made out to, and the address you’d like the check mailed to.

What are my options if my core is not rebuildable?

If you send in a core and it fails testing, you’ll receive notification from our core team with the options available to you. They typically include having the unit returned to you for a nominal shipping fee, or having us dispose of the unit for you.