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

Return Policy:

If your order has not yet been processed, it may be cancelled by emailing us at info@partspalace.ca. Please include your full name, phone number, and Order Number. We will confirm receipt of your email by replying within 1 business day. If we have not replied within 1 business day, assume that we have not received your email.

If your order has already been processed, please refer to the information and procedures below.

Items may be eligible for return within 14 days of receiving your order. For an item to be eligible for return, the following conditions must be met:

-Items must be returned unused, un-mounted, un-worn and undamaged, and be in new sellable condition.

-Items must have all original labels and stickers still affixed.

-Items are still in their original packaging

-Items were not on Clearance or marked as Final Sale.

Fees:

-Shipping and Handling fees are non refundable.

-Returns are subject to a 20% Return Handling Fee.

-If you refuse your order upon delivery, there will be a $35 Return Delivery fee.

Procedure:

-Please contact us be email before initiating any return. Send us an email at info@partspalace.ca and include your Order Number, full name, the items you wish to return, and the reason for your return. We will need to authorize your return before you return your items to us. We will not accept any items that have not first been authorized by us.

-Once authorized, please return your items to our Parts Palace Direct Inc. shop at 37 Kodiak Cres Unit 6 North York, ON M3J 3E5. We will only accept returns during regular business hours. 

-Once your return is processed, you will receive an email notification.

-It may take 5-10 business days from the time it was issued by us for your refund to appear on your credit card account.

We reserve the right to accept, and refuse each return on a case by case basis.

Regarding Orders Selected for In-Store Pick Up:

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 regarding picking 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.

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.