Customer Care - FAQs

Shopping & Browsing

When can I shop online at PepBoys.com?

PepBoys.com is available 24 hours, 7 days a week for your automotive shopping needs.

How do I find items on PepBoys.com?

Simply click on our Shop Online tab or enter a keyword or part number into our search bar at the top each page to begin browsing our online products.

Why do you need my zip code?

Product availability varies by location. Entering your zip code and selecting your local store allows PepBoys.com to provide you with detailed availability for your products.

Why do you need my vehicle information?

Pep Boys wants to help you get the right part for your vehicle. Many of our vehicle specific items ask for vehicle information in order to show you parts meant to fit your vehicle requirements.

I don't see the product that I am looking for online, who should I call to see if you carry a product?

For any inquiries regarding products, please call your local store for information. Click here to find your local store and additional store information.

If I add an item to my cart will it be saved for future purchases?

Items added to your shopping cart will remain available up to 30 days as long as the item continues to have available inventory and your computer's cookies have not been cleared. For more information on cookies, please click here. Items that become out of stock may be removed or the expected pick up in-store date may change. Prices reflected when items are initially added to your cart may change over time.

Are promotions based on a specific time zone?

Yes. All promotions on PepBoys.com are based on Eastern Standard Time.

Pick Up In-Store

Instructions to Pick Up In-Store

Product Availability

Are there any limitations on the number of items you can have in an order?

For most products there are no limitations on the number of items per order typically. However, there may be specific promotions or offers that have limit per person requirements. Our TreadSmart Tire orders require installation of all online ordered tires and have quantity requirements due to liability. For detailed information about TreadSmart order requirements please click here.

Is there a limit of the quantity of an item you can add to your cart?

You can add up to 30 units of a particular item to your cart in an order as long as the product availability for the selected Pep Boys location will allow such.

Why do you need my zip code?

Product availability varies by location for online pick up in store orders. Entering your zip code and selecting your local store allows PepBoys.com to provide you with detailed availability for your products.

Payment Methods

What credit cards does PepBoys.com accept?

PepBoys.com accepts Visa, MasterCard, Discover and American Express and Pep Boys Synchrony Car Care Credit Card. We do not presently accept personal checks, PayPal, or Pep Boys Gift Cards as payment for online orders. Please continue to check back often as we are constantly making improvements to our site and may offer these forms as payment in the future.

Can I use a Non-US credit card for online orders at PepBoys.com?

While customers with a Non-US credit card can make purchases any time at a Pep Boys store with a valid ID, online orders at PepBoys.com cannot be placed using a Non-US credit card. Presently, online orders can only be placed with a credit card that has an associated US billing address.

When is my credit card charged?

Your credit card is charged at the time of in-store pick up.

How do I know my credit card information is safe with PepBoys.com?

For information on security and private information, please click here to view our privacy policy.

Why was my credit card declined?

For your protection and security, we run each credit card order through an authorization process before any amount is charged to the card to prevent unauthorized purchases. Sometimes a credit card may be declined due to various reasons. Credit cards are sometimes declined because the customer's information doesn't match what the credit card company has on file. This is often due to a simple clerical error or mistyping. If your card has been declined during the online checkout process, you will receive error message asking you to correct any errors or call Customer Service. You may need to contact your credit card company for more specific details on why your card was declined.

Can I use a Pep Boys Gift Card as payment for my online order?

Presently, Pep Boys Gift Cards are not available to be used towards online order payments.

If I cancel my order will my credit card still be charged?

We charge your credit card for online pick up in store orders when you come in to pick up your order at your selected store. Your credit card will not be charged for the order and all items returned to stock when an order is cancelled.

Pricing, Discounts & Sales Tax

What is Pep Boys Price Match Guarantee?

Pep Boys Does Everything For Less!™ We guarantee our everyday competitive price and promise to beat any competitor's current local advertised price on merchandise, tires, and service. Click here to read more about our Price Match Guarantee.

Can I get my military, senior citizen, or associate discount with an online order?

Presently PepBoys.com cannot process military, senior citizen, or associate discounts during the checkout process for an in-store order. However, our in-store associates would be glad to discount your in-store order appropriately when you pick up your order with a valid military or associate ID or photo ID.

Does PepBoys.com charge sales tax for my online order?

Yes. Pep Boys charges sales tax as required by law for all orders. Sales tax is based on your selected store location.

Is the sales tax on my order refundable?

In some states, sales tax is non-refundable without a receipt, or after a state-specified time period. If your purchase was made in one of these states the refund of any sales tax you paid will be in accordance with applicable state law.

Core Charges

What are Core Charges?

Core Charges are often mandated by state legislature to encourage the return of used parts for remanufacturing purposes. The sale of certain car parts involves the price of the part itself plus the additional charge. If the part you are purchasing contains a component that is recyclable, a Core Charge may be applied to your order. The Core Charge is applied, similar to a deposit, when the new part is purchased and then refunded back once the used, or malfunctioning, part is brought in for recycling with your receipt.

How do I return a core?

To receive your Core Charge refund bring the original part to any Pep Boys store along with your receipt. Since core charges are regulated by state legislature the actual core charge and taxes on the charge may vary depending on location. The Pep Boys Core Charge presented to you online today with your item is representative of the most common Core Charge.

Returns

Can I return an item to my Pep Boys store if I don't have a receipt?

If you do not have your receipt, you may return your purchase for an in-store credit at our lowest selling price during the previous 30 days. You will need to provide a valid form of identification to return an item without a receipt

Can I return an item from a purchase at a Pep Boys location if I paid by check?

If you paid by check, we unfortunately cannot accept your return until the 15th day after the date of purchase.

Are there any products that have limitations or restrictions for returns?

Batteries, starters and alternators will be accepted for return subject to failure verification through Pep Boys' in-store testing.
Special Order merchandise and uninstalled tire chains will be accepted for Return subject to a 20% restocking fee.

Are there any items that are not eligible for return?

If installed, Performance accessories, electrical items, electronics, sound items and tire chains cannot be accepted for Return
If the packaging has been opened or damaged, Test equipment, specialty tools and Traxxas cars cannot be accepted for Return.
Clearance merchandise
Returns of motorized transportation, generators and power equipment products are authorized by the manufacturers of these products. Manufacturer's Warranty information is included with these items.

Is the sales tax on my order refundable?

In some states, sales tax is non-refundable without a receipt, or after a state-specified time period. If your purchase was made in one of these states, the refund of any sales tax you paid will be in accordance with applicable state law.

Cancellations

Can I cancel my order after I've placed it?

Online Ship to Address orders often are not able to be cancelled after an order is placed. Pick up in store orders may be cancelled upon request. Please call our customer service team at 1-800-PEP-BOYS (737-2697) or email us at

I selected a different store than the one that I need to pick my order up at, do I have to cancel my order?

Yes. Pick up in store orders can only be picked up at the store that was selected during online ordering. If there is an issue with picking your online order up at the selected store or if you accidentally entered the wrong store for pick up when ordering online, please contact our customer service team at 1-800-PEP-BOYS (737-2697) to cancel the order.

If I cancel my order will my credit card still be charged?

If I cancel an online pick up in store order, will the items in my order now be available for purchase if I come into that location?

It depends. Items shown as 'available today' when added to your online shopping cart are likely regularly stocked items in that Pep Boys location. However, any items that were shown as available for any timeframe besides 'available today' when added to your online shopping cart are most likely items that are not regularly stocked items at that location and were being shipped from our warehouses to fulfill your order. For questions about product availability or special ordering please contact that specific Pep Boys location. To find your local store information please click here.

Road Hazard Warranty: What will our Road Hazard do for you?

Repair

Pep Boys will follow its Flat Tire Repair & Inspection Procedures to determine if your tire should be repaired, at no expense, or replaced under this coverage. While the repair cost is free – there may be a charge for re-balancing a repaired tire.

Replacement

Road Hazard Warranty can save you the expense of the tire replacement. If your Pep Boys’ tire becomes unusable due to a road hazard-related mishap and cannot be repaired, we will, subject to pro-rated adjustment upon the remaining usable tread on the tire, replace the unusable tire(s) or give you a refund, based upon the remaining, tread. While Pep Boys will remount the tire(s) for free, there may be a cost for the re- balancing of the replacement tire(s).
Coverage extends to such damage as unrepairable tread punctures, damage from potholes, nails, glass, and jagged metal which cause cuts, snags, punctures, impact breaks, bruises, and rim cuts.

Length Of Coverage

Coverage with Road Hazard Warranty extends for the full period of the mileage warranty of the tire. This coverage is not transferable to a new owner or if the owner mounts the tire(s) on another vehicle.

Store Locator

How do I find a Pep Boys store near me?

Simply click on the Find A Store link at the top of each page to enter your zip code for a listing of stores within 50 miles of your location. With over 800 locations Pep Boys is here to serve you.

What if there are no results when I search for Pep Boys store by zip code?

Pep Boys store locator searches for stores within a 50-mile radius of the zip code that you provide. If the nearest store is farther than 50 miles from the zip code that you entered, there will be no results displayed or stores available for an in store pick up order.

When I enter a zip code in the store locator, I get an error message. What should I do?

First, make sure that you have entered a valid zip code. If after validating the zip code is correct, you are still receiving the error message, then there is a possibility that our store locator services are temporarily down for maintenance or experiencing a technical issue. If your need is urgent or if you need further information, please call our Customer Care Center at 1-800-PEP-BOYS (737-2697) for assistance.

Store Hours

How do I find the store hours for my local Pep Boys store?

Store hours vary by location and day of the week. Please visit our Store Locator to find your local store and their hours of operation.

What if there are extreme weather conditions in my area? Will my Pep Boys be open?

During holidays and extreme weather conditions, please call your selected store to confirm the store hours. For store hours and information please click here.

Gift Cards

How do I purchase a Pep Boys Gift Card?

Pep Boys Gift Cards are available for purchase at any Pep Boys store location for any amount up to $1,000 or you can order online in increments of $25, $50 and $100 through our partner Gift Card Mall.

Click here to learn more about ordering online.
To find a store location where you can purchase a gift card, click here.

Where can I redeem my Pep Boys Gift Card?

Pep Boys Gift Cards are redeemable at any service or retail location. Presently, they are not redeemable online at PepBoys.com.

Can I use my Pep Boys Gift Cards to pay on my Credit Card or Commercial account?

No. Gift Cards cannot be redeemed for cash or used to make payments on a Pep Boys Credit Card or Commercial account, except where required by law.

Can I use a Pep Boys Gift Card as payment for my online order?

Presently, Pep Boys Gift Cards are not available to be used towards online order payments.

How do I check my Pep Boys Gift Card balance?

A Pep Boys sales associate can help you check your balance in our Pep Boys stores.

Are there any fees associated with a Pep Boys Gift Cards?

Pep Boys does not charge any dormancy, inactivity or service fees in connection with our gift cards.

Do Pep Boys Gift Cards expire?

No. Pep Boys Gift Cards do not expire.

What if my Pep Boys Gift Card is lost or stolen?

Treat this card like cash. It will not be replaced if lost or stolen. It will be voided if altered or defaced.

Loan A Tool Program

What is Pep Boys Loaner Tool Program?

Pep Boys offers customers the option to borrow tools to complete their DIY automotive projects. Customers supply necessary information, compensate Pep Boys the current retail price of the tool, and are refunded the full amount upon the timely return of the tool and all accessories (in good working condition).

How do I get loaner tools at my Pep Boys store?

The Pep Boys Loan-A-Tool Program is only available at participating Pep Boys locations. Please contact your local Pep Boys store to ensure availability. Click here to find a Pep Boys location near you.

Where do I go get my loaner tools?

Your Pep Boys Parts counter associate can provide you with information about the Loan-A-Tool Program, help you to determine the proper tool for the job and give instructions on usage. Loaner tools are not kept with other tools available for retail purchases in the Pep Boys store. They are kept in a separate storage area and can only be retrieved by an associate.

Do I have to pay any deposit to loan tools?

Customers are required to purchase the tool at retail value with any Pep Boys accepted form of tender. If the tool is returned within five (5) days, with all accessories and the purchase receipt, the customer will receive a full refund. If the tool is not returned within five (5) days or is missing any accessories at the time of return, the customer owns the tool and a refund will not be issued.

Special Order Products

What is a special order product?

Products that are not normally stocked in your local Pep Boys store but are available by placing a special order directly with the manufacturer. Please see your local Pep Boys if you have any questions about a specific special order item. To find a store near you, click here.

How long does it take to get a special order product into the store?

Deliveries of special-order items vary, but usually within a week. A Pep Boys associate will contact you when your special-order item has arrived.

Do I have to pay differently for special order products?

Yes. Due to the special handling of these products, payment in full for the product is required in store prior to the ordering of such an item.

Can I return a Special Order Item?

Special Order merchandise and uninstalled tire chains will be accepted for Return subject to a 20% restocking fee.

My Account

What is Pep Boys My Account?

My Account is a section of pepboys.com designed to offer drivers a single place to keep track of all things related to their vehicle. A complete Pep Boys account allows drivers to:

Keep track of all your vehicle information in one simple place
Access your vehicle service history records in a click
Easily find the parts you need for your car's specific make and model
Receive exclusive offers sent straight to your inbox
Get online access to your manufacturer's suggested maintenance schedule
Stay on top of vehicle recall notices for your vehicle
Receive convenient reminders when it's time for service
Save time by scheduling service or maintenance repairs online
Know the address, hours and number of your nearest Pep Boys store - no matter where you are

How much does Pep Boys account cost?

Not a thing. Having a Pep Boys account is a FREE service provided by Pep Boys.

How do I sign up for a Pep Boys account?

Click here to sign up and fill out the individual sections. The whole process should take about five minutes.

How do I close my Pep Boys account?

To close your Pep Boys account, please contact customer service at 1-800-PEP-BOYS

I forgot my Password. How do I reset it?

Click the 'Forgot Password?' link at the bottom of the login box.

How do I change my address?

Go to My Profile, look for the 'My Address and Phone' section, click edit, enter the correct address and save.

How do I change my Email and/or password?

Go to My Profile, look for the 'Email Address' and/or 'Password' section, click edit, enter the correct information and save.

How do I unsubscribe from receiving emails from Pep Boys?

There are two ways. Use the unsubscribe link on the bottom of any Pep Boys email, or go to My Profile, look for the 'Email and Contact Preferences' section, click edit, change your preferences and save.

How do I stop receiving texts from Pep Boys?

To opt out of all Pep Boys SMS programs at any time, text STOP to 32075.

How do I start receiving texts from Pep Boys?

Texts from Pep Boys are designed to make your service appointment experience more convenient. Therefore, you only choose to receive, or not receive, them every time you make an appointment. Please note, message and data rates may apply. Charges are dependent on your service plan, which may include fees from your carrier to send and receive text messages.

How can I check on the status of my Rebate?

Click here or go to 'Sales & Specials' and look for the rebate status link under the red rebates bar.

My Service Appointments (e-Serve)

How do I schedule a Service Appointment online?

Click the 'Schedule a Service Appointment' on pepboys.com and follow the prompts.

What is Express Check-in and how can take advantage of it?

Express Check-in is designed to make service appointments quick, easy and efficient. It allows you to print and sign your paperwork ahead of time, so you don't have to wait in line. Simply hand in your paperwork with your keys and we'll do the rest!

I scheduled a service appointment on the phone, can I look it up online?

Of course. The Pep Boys sales associate will give you a tracking number when you call - enter that number in the eserve module on pepboys.com. If for some reason you didn't get a tracking number, just call back and request one.

Can I change the date or time of an upcoming service appointment?

Absolutely. If you have an online account, go to the eserve section, click the 'Edit/Reschedule' link, make your changes and save. Don't have an online account? Go to the eserve section on pepboys.com, enter your tracking number and use the 'Edit/Reschedule' link to change your appointment.

I need to update some information in an upcoming Service Appointment. How do I do that?

If you have an online account, go to the eserve section, click the 'Edit/Reschedule' link, make your changes and save. Don't have an online account? Go to the eserve section on pepboys.com, enter your tracking number and use the 'Edit/Reschedule' link to change your appointment.

How do I cancel a Service Appointment?

It's easy. If you have an account, go to the eserve section, click the 'Cancel' link, make your changes and save. Don't have an online account? Go to the eserve section on pepboys.com, enter your tracking number and use the 'Cancel' link to change your appointment.

I missed my scheduled Service Appointment. How do I reschedule it?

If it's within 48 hours of your scheduled appointment, it will still be on pepboys.com and you can use the 'Edit/Reschedule' link to reschedule. If more time has lapsed, call the store or make a new appointment online.

Can I drop off my car for service before store hours?

Absolutely, it's called Pep Boys Early or Late Vehicle Drop off and this is how it works:

Print and sign paperwork
Park in a spot closest to the Service Center door
Remove keys and lock the car door
Place keys and paperwork in an envelope from the early vehicle drop off box
Drop envelope in slot in Service Center door
Call us after 8 am to confirm your early vehicle drop off request

How can I track the progress of my vehicle's service appointment?

Go to the Service section, click on the eserve page, enter your tracking number and check your status in the Vehicle Status Tracking box.

My Vehicles

The mileage displayed on the website within my Vehicle Profile is not correct. How do I change it?

What you see is an estimation based on the year of your vehicle. To update it, go to My Vehicles, click 'Edit' next to the blue mileage bar, type in the correct mileage and save. OR go to the Vehicle Profile tab, click 'Edit Profile', enter the current mileage and anything else you would like to include about your car and save.

The My Vehicles page keeps telling me to get my car serviced even though I already got service. How do reset it?

No problem. Go to My Account, click on the Vehicle Status tab, look under the red status message and click on 'Reset Reminder.'

Where does the Recommended Maintenance Schedule for my vehicle come from? Did Pep Boys develop it?

The maintenance schedule comes directly from your vehicle's manufacturer.

Why does Pep Boys need my License Plate and VIN numbers?

Pep Boys doesn't actually need it. But it's a good idea to enter it for three reasons.

Make sure you get the right part for your vehicle
Save time during maintenance, since a license plate number is required during service appointments
Know exactly where the info is when you need it

What if I get service someplace other than Pep Boys? Can I record those in My Vehicles?

Absolutely! We actually recommend it. Simply go to My Vehicles, find the 'Service History' tab, click on the 'Record Service History' button and enter your service history.

My auto-populated Pep Boys service history is missing or incorrect. How can I correct it?

There are couple of reasons why your service history might be missing:

You got service from Pep Boys before you joined as customer. Unfortunately, any service history prior to becoming a customer is unavailable for display on pepboys.com.
If you have a slightly unusual vehicle model (like, say, a '76 Peugeot 504), our system might not be able to match your service history to your vehicle's profile in your online account.

If either of these applies to your vehicle, then your service history will not be available online. If neither of these apply, or if your service history in correct, please contact our customer support team.

How far back can I see my service history?

Your Pep Boys service history is available online starting from the day you became a customer.

Fleet Services

What is fleet management?

Fleet management is the managing of commercial cars, trucks, vans, SUVs, specialized vehicles, trailers and more. Several functions fall under fleet management, including vehicle maintenance. That is where Pep Boys Fleet Services is here to help.

How do I become a Pep Boys Fleet Services customer?

Contact us at Fleetservice@pepboys.com or call 800 55 FLEET and one of our representatives will connect you with a dedicated Fleet Sales Representative who can help you decide on a plan that best suits your needs for fleet service and maintenance.

Why should I choose Pep Boys Fleet Services?

Pep Boys works with fleet managers of big and small fleets to build customized service plans that are executed in a consistent, flawless manner at each network location. Moreover, we offer quick service, a national, towing program, fleet management software solutions, access to most leading brands of replacement parts, and the industry’s most dedicated and responsive customer service team – all designed to decrease your downtime.

What types of businesses would benefit from using Pep Boys Fleet Services?

If your business requires vehicles to operate, it will benefit from becoming a Pep Boys Fleet Services customer. From delivery services to personal transportation and beyond, nearly every type of business needs fleet vehicles for continued success, and those assets will require upkeep.

My company’s fleet vehicles vary in year, make, and model. Is Pep Boys Fleet Services equipped to handle a variety of vehicles?

Thanks to our extensive parts catalog and skilled technicians, Pep Boys can service nearly any light to medium duty vehicle regardless of its year, make, and model.

What happens if my fleet vehicle needs repairs, but I am unable to drive it to a Pep Boys service bay?

Pep Boys Fleet Services customers need not worry if their vehicle is disabled and they are unable to bring it to a service location. If the scope of the repair means your fleet vehicle needs to be taken to the shop, our customers enjoy use of our Tow-to-Pep towing service.

How few or many fleet vehicles do I need to become a Pep Boys Fleet Services customer?

No matter the size of your vehicle fleet, Pep Boys will work with you and formulate a customized service plan that best fits your needs.

My business is regionally located, is Pep Boys able to service my fleet vehicles at multiple locations?

In many cases, yes, due to our nationwide footprint of more than 2,000 service locations, 10,000 service bays, and more than 22,000 skilled technicians ready to work on all types of vehicles. Contact us at Fleetservice@pepboys.com or 800- 55- FLEET for more information.