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Shipping and Return Policy

Shipping Policy

Once an order has been processed and prepared for shipping, a tracking number with the courier details will be emailed to you.

Our average delivery time is 3-5 business days.

Please note shipping windows are estimates provided by the courier and may vary depending on location, service and weather, please allow ample time for your order to arrive.

PartsEngine reserves the right to choose the carrier with whom to delegate packages. Due to safer workplace practices, carriers may not physically tender packages to the recipient or capture signatures.

Back and special orders are subjected to manufacturer production and transfer time, which will be relayed to you prior to order processing.

Here at PartsEngine.ca, we offer free ground shipping within Canada. Some restrictions do apply: Shipments to Northwest Territories, Yukon, Nunavut, certain areas in Labrador and any rural area with very limited access to our couriers might require extra shipping charges.

Certain oversized products might require extra shipping charges.

In the case where your order requires additional shipping charges, you'll be contacted by our customer service team through either phone or e-mail to get your confirmation on the additional freight charge or a full refund before proceeding with the order.

Shipping Issues

If you notice an issue with your shipment, please contact the courier immediately using the details on the Carrier Contact Information page.

Alternatively, you may also reach out to our help center and we will do our best to assist you to resolve the issue. If your item was lost or damaged by the courier, we will help file a claim on your behalf free of charge.(Lost/Damaged Shipments must be reported to PartsEngine within a 1-week period from the date of delivery) If the carrier deems the package has been delivered and you believe that it might have been stolen, we will help file a report with your local authorities.

Please note that in the spirit of supporting safer COVID-19 workplace policies, PartsEngine Canada will not require signature on delivery unless specifically instructed so by the customer. PartsEngine Canada is not responsible for any lost or stolen items. We cannot guarantee the duration of a claim or compensation amount from a courier claim.

Should you find your order damaged, we invite you to contact us immediately. We will not review claims past 5-business days from the date of delivery.


Cancellations

We offer free no-questions-asked cancellations on all orders which have not yet entered the shipping process.

To cancel an item on order, simply reach out to our Customer Help Center and one of our dedicated agents will be happy to assist.

We are unable to revise or stop a shipment after it has entered the shipping cycle. If you wish to cancel an order after the shipping process has begun, we recommend setting up a return after its arrival.

Refusing the package could cause it to be placed in a lower queue by the courier and may take up to 30 days to return, additional shipping fees may also apply for refusal of a shipment.

If your package is returned to us due to an error in your address and you would like us to send it out again, then either the shipping costs will be charged for both ways, or the return process will be started and refund will be initiated.


Return & Refunds

We stand behind the quality of our products and can return a product within 365-days from the date of purchase (exceptions apply, see below).

Should you wish to open a return, please submit a return using the Online Return Form. Exceptions may apply, see below.

Exceptions:

  • Items which are used, installed, altered by the user, missing original components/paperwork are non-returnable
  • Items discontinued or on final sale are non-returnable
  • Items sourced directly from the manufacturer on “special order” may not be returnable or may be subjected to restocking fees up to 20% of the goods purchased.
  • Products which have been discontinued since time of purchase may be eligible for store credit only

 

You may choose to return your purchase for refund or replacement within 90-days from the date of delivery, any returns submitted after 90-days, will only be eligible for store credits. Please be advised that return freight charges will apply.

All returns will be inspected by our warehouse team before a refund can be issued.

We strongly advise you to inspect the package and take photos for your records before returning to document the original condition of the product, in order to avoid potential complications with inspection.

If the product is damaged or defective on arrival, please send us clear images and we will replace the item at no additional cost.


Replacement of Damaged or Defective Items

If you have received a damaged or defective item upon arrival, please reach out to our Return Center to request a replacement within 5-business days for guaranteed service.

Any claims made outside of this timeline will be subject to further reviewing process that can take up to 20-business days.


Fitment Issues

If you experience any fitment issues, we will gladly exchange the product for you as long as it is in resellable condition (freight charges may apply).

We urge you to conduct a dry fit test prior to proceeding with the installation, as altered products will be considered used and ineligible for return.

If you have a fitment issue and the product has been used, we will assist in filing a claim with the manufacturer.


Return Shipping Label

You may use a courier of your preference to ship back the returning item at your own discretion once a return case has been approved or request a prepaid discounted shipping label(s) from us.

Should you wish to use our courier to return a purchase, a label will be created and sent to your email.

If the return is the result of our error, we will cover the cost of the label. If the return is not a result of our error, we will deduct the shipping cost from your refund.

Each return label(s) we provide is linked to a specific returning product/shipment and return authorization code, please ensure that it is clearly attached to the packaging of shipment submitted for return.

Please refrain from returning multiple items in one shipment unless otherwise instructed, or you may not receive the correct compensation.


Refunds

Refunds will be issued to your original form of payment or in store credit. Our processing time for refunds is 3-5 business days but the refund may take up to 2-weeks to be reflected on your bank statement.

If you wish to forego the processing time you may opt for store credit that can be used towards your future purchases.


Warranty

Each product we sell is adherent to different warranty policies stipulated by the manufacturer. Should you experience a warranty issue with your product during use, please contact our Return Center to request for more information on manufacturer warranty claim procedures.

Please be advised that shipping charges and/or replacement price difference may apply depending on the manufacturer.


FAQs

You can place an order online or simply call into our toll free number at 1-877-920-3778 and speak to a Sales agent.

Our average delivery time for in stock orders is 3-5 business days (subject to weather and courier delays). Back orders and special orders have unique ETAs, please reach out to our Customer Help Center for further assistance.

Order may be canceled any time prior to loading and shipping. Please refer to our Cancellation Policies for more details.

As soon as your order is ready to ship, we will send you an email with your tracking number and courier information on how to track your order. Most orders are trackable via courier website.

If the status of the tracking number you have received has not changed in over 7-busienss days, please contact the courier using the details on the Carrier Contact Information page.

Please note that couriers are expected to experience delays during holidays and severe weather.

If you notice an issue with your shipment, please contact the courier immediately using the details on the Carrier Contact Information page.

Alternatively, you may also reach out to our help center and we will do our best to assist you to resolve the issue.

We accept returns for all products in their original condition & packaging within 365-days of purchase. Please submit a return using our Return Center form.

If you received a damaged or defective item upon arrival, please reach out to our Return Center to request a replacement within 7-business days for guaranteed service.

There are no penalty fees charged to returns (except for special orders), however customers will be responsible for the return shipping cost if the return is not a result of our error.

You may use a courier of your preference to ship the returning item to one of our designated warehouses once the return has been approved or request a prepaid shipping label with our discounted rates from us.

Should you wish to use our discount courier service, then we will deduct the shipping cost from your refund.

Our products are covered by manufacturer warranties. Should you experience an issue with your product during use, please contact the Return Center for information on manufacturer contact and warranty claim procedures.

For more information, please refer to our Warranty Policies.

Our processing time for refunds is 3-5 business days, however, the refund may take up to 2-weeks to be reflected on your bank statement(varies between bank institutions).


Store credits are instant upon receipt and may be immediately used on an online purchase.

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