FAQs ▸ Account & Billing
Quick answers to common questions about charges, refunds, disputes, and account settings on ShopEarl
I don't recognize a charge from ShopEarl on my statement — what should I do?
Check your Orders page on ShopEarl to see if the charge matches a recent order. ShopEarl charges appear as "SHOPEARL##" followed by your order number on your statement. If someone in your household may have placed the order, check with them first. If you still don't recognize the charge, contact our support team with the charge amount and date, and we can help identify it.
Read more: Understanding Your Charges
What payment methods does ShopEarl accept?
ShopEarl accepts major credit cards (Visa, Mastercard, American Express, Discover), Affirm, Link, Apple Pay, and Google Pay.
Read more: Understanding Your Charges
Why do I see two charges for the same order on my statement?
When you place an order, your bank may show a temporary authorization hold followed by the actual charge. The authorization hold drops off on its own after seven days. You are only charged once. If both charges remain after seven days, contact our support team with your order number.
Read more: Understanding Your Charges
How long does it take to get a refund from ShopEarl?
After a refund is issued, it can take up to 10 days for it to appear on your bank or credit card statement. For cancellations, the refund is issued automatically once the cancellation is accepted. For returns, the seller inspects the part first (up to 3 business days), and then the refund is issued. Refunds are issued to the original payment method used for the order. Check your Orders page for the latest status.
Read more: When Will I Receive My Refund?
It's been more than 10 days and I still haven't received my refund — what should I do?
If your refund has not appeared after 10 days from when it was issued, contact our support team with your order number. We will check the refund status in our system and follow up. In some cases, we may ask you to contact your bank as well.
Read more: When Will I Receive My Refund?
Should I contact ShopEarl before filing a credit card dispute?
Yes. We can usually resolve issues faster than the dispute process. The credit card dispute process can take up to 75 days, while we can often resolve refunds, billing questions, and order issues within days. Contact us with your order number, and we will work toward a resolution.
Read more: Having a Problem with Your Order? Contact Us First
What can ShopEarl help me with before I file a dispute?
We can help with missing or delayed orders, wrong parts, damaged parts, refund questions, charges you don't recognize, cancellation requests, and any other order issue. Contact us by email with your order number, or call us at (312) 971-2616.
Read more: Having a Problem with Your Order? Contact Us First
I filed a credit card dispute for a ShopEarl order — what happens now?
After you file a dispute, your bank notifies ShopEarl. We review the order, gather information, and submit a response to your bank. Your bank then makes a decision and notifies you. The process can take up to 75 days. You can still contact us during the dispute if you have questions.
Read more: I Filed a Dispute — What Happens Next?
Can I withdraw my credit card dispute?
Yes. If you want to resolve the issue directly with ShopEarl instead, contact your bank to withdraw the dispute. Once the dispute is withdrawn, we can work with you on a resolution through our normal support process.
Read more: I Filed a Dispute — What Happens Next?
Can ShopEarl refund me while I have an active dispute?
No. While a dispute is active, the funds are held by your bank. ShopEarl cannot issue a separate refund for the same transaction during this time. If the issue has already been resolved (for example, you received a refund), contact your bank to withdraw the dispute.
Read more: I Filed a Dispute — What Happens Next?
How do I update my account information on ShopEarl?
Click the "Account" button at the top of the ShopEarl website, log in, and update your name, email, address, or password. Save your changes when done. No need to contact support for basic account updates. Note that account changes apply to future orders only — we cannot change the email or address on an existing order.
Read more: How to Update Your Account Information
I'm locked out of my ShopEarl account — what do I do?
If you cannot access your account or are having a technical issue updating your information, contact our support team, and we can help you regain access.
Read more: How to Update Your Account Information
How do I set up a business account on ShopEarl?
Go to ShopEarl.com, click "Account," then "Sign up." Complete the form with your business information and submit it. A business account gives you access to tax exemption, charge accounts, and business pricing.
Read more: How to Set Up a Business Account
How do I get tax exemption on ShopEarl?
To register for tax exemption, submit a completed W9 form to our support team by email. Our team will process the exemption and confirm once it is active. You must have a business account to qualify. Tax-exempt status applies to future purchases only — we are unable to retroactively refund taxes on previous orders.
Read more: How to Set Up a Business Account
Does ShopEarl offer bulk or fleet purchasing?
ShopEarl does not currently offer a bulk or fleet purchasing program. All orders are placed individually through the website. If you have questions about business purchasing options, contact our support team or call us at (312) 971-2616.
Read more: How to Set Up a Business Account