Customer Service

Shipping

We currently offer shipping to most destinations in Ontario. Some restrictions apply. We aim to offer shipping to more provinces soon, and then across Canada.

To view your shipping options, simply enter your postal code on the Shopping Cart page. The estimated delivery time and the cost will be displayed.

Returns

Order Cancellations: If your order has not yet been processed, you may cancel it by emailing us at info@partspalace.ca. Please include your full name, phone number, and Order Number in your email. We will confirm receipt of your request within one business day. If you do not receive a confirmation email from us within this period, please assume that your cancellation request was not received.

Return Eligibility: If your order has already been processed, please follow the guidelines below to determine if your items are eligible for return.

Items may be returned within 14 days of receiving your order for a full refund, provided they meet the following conditions:

• Items must be unused, unmounted, unworn, undamaged, and in new, sellable condition.
• All original labels and stickers must still be attached.
• Items must be returned in their original packaging.
• Clearance items or items marked as Final Sale are not eligible for return.

If items are returned between 15-30 days after receipt, a 20% restocking fee will apply.

Items returned after 30 days will not be accepted.

Fees:

• Shipping and handling fees are non-refundable.
• Returns made within 15-30 days are subject to a 20% restocking fee.
• If you refuse delivery of your order, a $35 return delivery fee will apply.

Return Procedure:

Contact Us First: Before initiating a return, please email us at info@partspalace.ca with your Order Number, full name, the items you wish to return, and the reason for your return. Authorization is required before returning any items. We will not accept returns that have not been pre-authorized.

Arrange Return Shipping: It is the customer’s responsibility to arrange and cover the cost of shipping the product back to us. Please ensure the items are securely packaged to avoid any damage during transit.

Return the Items: Once your return is authorized, please bring or send your items to Parts Palace Direct Inc., located at 37 Kodiak Cres Unit 6, North York, ON M3J 3E5. Returns are accepted during regular business hours only.

Refund Processing: After your return is processed, we will notify you via email. Refunds may take 5-10 business days to appear on your credit card account after issuance.

Please note that we reserve the right to accept or reject returns on a case-by-case basis.

In-Store Pick-Up Orders:

We will hold your order for 7 days after you have been notified that it is ready for pick-up. If your order is not picked up within this timeframe, we will make one attempt to contact you to arrange pick-up. If we are unable to reach you or make suitable arrangements, your order will be cancelled, and a refund will be issued minus a 20% handling fee.

Warranty Policy

The products we sell are generally covered by the warranty policies of their respective manufacturers. Each warranty policy for each product varies in terms of duration, what is covered, procedures, and other factors. The warranty policy for each product is generally available to be viewed on the Product Detail page of our website. If the warranty policy is not available there, and you wish to inquire about the warranty policy of a particular product, please contact us at info@partspalace.ca.

We wish for you to have a smooth and seamless experience ordering from us, and to help you with the return or exchange of defective or damaged products. If you receive a product that is damaged or defective, please reach out to us at info@partspalace.ca and include your Order Number, full name, the items in question, and the details of the defect or damage. We will then reach out to you to see how we can help in a timely manner.

Please note, getting the product(s) back to us is the customer's responsibility. If the product is being shipped to us, return shipping is to be paid by the customer. If a refund or exchange is to be issued, it will only be issued after the product has been inspected and verified, and the warranty claim has been fully processed.

In-Store Pickup

During the checkout process, you will have the option to select In-Store Pick Up or Delivery. If you would like to pick up your order, please select the In-Store Pick Up option. We currently have one pick up location, which is our store located at 37 Kodiak Cres Unit 6 in North York. Please see below for important In-Store Pick Up instructions and procedures.

You may pick up your order for free from our shop. Orders are typically available for pickup within 48 business hours.

Please wait to be notified that your order is ready for pickup. Please do not come to the store until you have received this notification from us.

You will be required to present your order number, the credit card used to place the order, and one piece of government issued photo ID that matches your Billing Address. We may keep a copy of your ID for our records. Only the person who placed the order and matches the ID will be permitted to pick up the order.

We will hold your order for 7 days after you have been notified that you may come pick it up. After these 7 days we will make one attempt to contact you and make arrangements for you to pick up your order. If we can't make arrangements for you to pick up your order during this attempt, or can't reach you, your order will be cancelled. If your order is cancelled, you will receive a refund for your order minus a 20% Return Handling Fee.

Billing

We offer a secure checkout process on our website. We currently accept Mastercard and Visa as forms of payment.

Once your order is placed, it is received by us and then processed. An email is sent to you with your order details. Once processed, you will receive an additional email with your invoice attached.