Cancellations and Refunds
At Truck Part Superstore, we understand that sometimes plans change. We're here to help you navigate through our cancellation and refund policies in a way that's clear and fair.
Returns
Process: Complete our online return form here for a smooth process. Note that items returned without following this process may not be credited. Traceability is imperative.
Warranty Issues: Contact the manufacturer first for warranty issues like internal damage or missing parts.
Non-Returnable Items: Certain items, such as used/installed parts, electrical components, and clearance items, may not be returnable.
Costs: We may withhold shipping costs and restocking fees from your refund, with exceptions for incorrect or damaged items.
Shipping Damage: Document any damage upon arrival for claims. Minor damage on large freight items will be evaluated case by case. Freight claims are arbitrated by the couriers, not by TPS.
Return Rejection: In cases where shipping costs exceeds 50% of the product value, returns may be automatically rejected. If you'd like to proceed with that in mind, we will require your approval.
Product Fitment: It’s your responsibility to ensure the product fits your needs. Our team is here to assist you with any queries before purchasing.
Return Deadline: We reserve the right to deny returns 30 days post-shipment.
Refunds
Processing Time: Allow us 2 weeks to receive and inspect your return. Post-inspection, we’ll update you on the return resolution.
Refund Timeline: Expect the refund within 7-10 business days post-resolution. Exchanges, if applicable, will be processed then.
Exchanges
Criteria: Exchanges are available for identical products in cases of shipping damage, incorrect item received per order, and some manufacturer warranty claims.
Process: We’ll ship the replacement once the damaged item is returned and inspected. For urgent replacements, consider opting for a refund and placing a new order.
Shipping for Returns
Follow the return process outlined on our website for a hassle-free experience. Remember, incomplete or inaccurate return documentation might affect your credit or slow down the process.
Cancellations - In-Stock Items
Timing Matters: You can cancel your order of in-stock items anytime before it's in transit. We'll do our best to process your cancellation request swiftly, but please understand that sometimes there might be delays due to coordination between our customer service and warehouse teams. It is also possible that items will not be scanned or have tracking assigned until they're at a courier's depot, so just because tracking isn't updated, doesn't mean an item isn't already out the door.
Restocking Fee: A minimal fee of 5% applies for cancellations, to cover administrative and processing costs. We believe in giving you choices, so you can also opt for a full store credit instead.
Order Fulfillment: Once your order has a shipping label on it, we consider it fulfilled and it can't be cancelled. However, you're welcome to return the items once you receive them, with the shipping costs covered by you.
Pro Tip: We recommend checking all details of your purchase before finalizing it to avoid any unnecessary costs.
Cancellations - Backorder/Special Order
Backorders & Special-Orders: For cancellations within 90 days from the purchase date, a 25% restocking fee is applied to cover surplus inventory and administrative costs. Beyond 90 days, a lower fee of 5% is applicable. Alternatively, we offer full store credit or the option to switch to a different item.
Non-Cancellable Items: Once special order items have shipped from the manufacturer, they cannot be cancelled.
Dispute Resolution: In case of payment disputes or chargebacks, we reserve the right to involve collections agents and credit bureaus. Disputing a payment does not cancel your order - it is simply a default on payment for purchase contract. If you'd like to cancel, please contact us.
Shipment Refusal: If you refuse a fulfilled order, we'll refund the cost minus shipping both ways and any applicable restocking fees (except for special order items which are non-returnable).
Please Note: For availability queries when not listed on product page, contact us before purchasing to avoid disappointments and cancellation fees.
Definitions and Clarifications:
Backordered Items: Out-of-stock products typically stocked by us.
Special Order Items: Products not regularly stocked due to various options or limited demand.
Delivery Estimates:
We provide ETA updates on request but can't guarantee delivery dates for special or backordered items. There are many variables at play when it comes to international procurement.
Gift Cards & Store Credits:
Gift cards do not expire.
Gift cards are non-refundable, including when issued as a store credit.
Gift cards can be used as partial payment on an order.
We’re here to make your shopping experience with us as seamless as possible. For any questions or assistance, feel free to reach out to our dedicated team at sales@truckpartsuperstore.ca
