Frequently Asked Questions
Clear answers about product availability, backorders, shipping, fitment, returns and order updates.
Product Availability and Backorders
What does “In stock” mean?
The item was available at the time of our most recent inventory update, which runs every 24 hours. Inventory can move quickly, so availability may change between updates. If an item shown as in stock sells out before your order is processed, we’ll contact you with an updated availability estimate and expected timeline for your order.
What does “Available to order” or “Backorder Now” mean?
The item is not currently available in inventory, but it can still be ordered. We will process your order and let you know the current estimated backorder timeframe for that product.
How long will a backorder take?
Timing varies depending on the product and manufacturer. Some items restock quickly, while others may have a longer lead time. Estimated dates can change and are not guaranteed. We will contact you with an estimated timeframe after your order is placed.
When am I charged for a backordered item?
The full amount is charged when your order is placed, including items ordered using Backorder Now.
Can I check availability before placing a backorder?
Yes. Email us for a current availability check and include the product name or part number.
What happens after I place a backorder?
We will process your order and keep communication in writing by email. If we learn of a significant delay or availability issue, we will contact you with the available options.
Can I cancel a backordered item?
Yes, but only before the item ships from the warehouse or manufacturer. Email us as soon as possible with your order number and the product you wish to cancel. Once the item has shipped, it can no longer be cancelled and the applicable return policy will apply.
Will in-stock and backordered items ship together?
Typically, no. In-stock items will ship first, followed by backordered items as they become available. Tracking information is sent as each shipment leaves.
Fitment and Order Updates
How do I confirm that a part fits my vehicle?
Use the Need Fitment Help? email link on the product page before ordering. Include your vehicle’s year, make, model, trim, engine and drivetrain, along with the product part number, and we’ll help verify fitment.
When will I receive tracking?
Tracking information is emailed after an item ships. Orders with multiple shipments may receive more than one tracking number.
Where will my order ship from?
Products may ship from different Canadian warehouses or directly from a manufacturer. Orders containing multiple products may arrive in separate shipments, with tracking provided for each shipment.
Are prices shown in Canadian dollars?
Yes. All prices displayed on our website are in Canadian dollars. Applicable taxes are calculated during checkout.
Shipping
Do you offer free shipping across Canada?
Most orders qualify for free Canada-wide shipping. Heavy, oversized or truck-freight items may require an additional shipping charge.
Common freight exceptions include, but are not limited to:
- Bumpers
- Wheels and tires
- Pack Rats and drawer systems
- Truck caps
- Transfer tanks
- Box liners
- Snowplows
If additional freight is required, we will contact you with the shipping cost before proceeding. Shipping and freight charges are non-refundable.
If you’re unsure whether an item requires freight, or you live in a remote area, email us before ordering. Include the product name or part number and your postal code, and we’ll provide an estimate of any additional shipping costs.
What should I expect with a freight delivery?
Freight deliveries may require a valid phone number so the carrier can arrange delivery. Someone must be available to inspect and sign for the shipment. Check the packaging and product carefully before signing and note any visible damage on the delivery paperwork.
What should I do if my shipment arrives damaged?
Inspect all packages carefully when they arrive. If you notice damage, record it with the carrier before accepting the shipment whenever possible. Take clear photographs of the packaging and product, then contact us immediately with your order number.
What if I receive the wrong product?
Do not install it. Keep the product and packaging in their original condition, take clear photographs and email us immediately with your order number and the product part number.
What should I do if parts are missing?
Inspect the contents as soon as your order arrives. If anything is missing, email us within 24 hours of delivery with your order number, product part number and photographs of everything received. Replacement parts may be shipped separately from the original order.
Returns and Warranty
Are all products returnable?
No. The following return conditions apply:
- All 12V products and custom-built products are final sale and non-returnable.
- Regular-stock, current products may be returned for up to 365 days after delivery. Returns requested more than six months after delivery are subject to a 15% restocking fee.
- Special-order products returned within 60 days are subject to a 25% restocking fee.
- Special-order products returned between 61 and 90 days are subject to a 50% restocking fee.
- After 90 days, special-order products are non-returnable.
- Fibreglass caps are considered individually and, when accepted, are subject to a 50% restocking fee.
- Shipping and freight charges are non-refundable.
- Products must be new, uninstalled and in saleable condition. Packaging damage may result in a re-boxing fee.
- Every return requires prior approval and inspection.
How do I start a return?
Email us with your order number, product part number and reason for the return. Do not ship a product back until the return has been approved and you have received return instructions.
What if my product has a warranty issue?
Warranty claims follow a separate process and cannot be handled as standard returns. Email us with your order number, product part number, a description of the issue and clear photographs when applicable.
Still Need Help?
Send us the product name or part number and your question.