SHIPPING & RETURNS
Free Shipping Offer
Orders qualify for our Free Shipping Offer only if the total value of items on a single order exceeds $CAD 99.00 before taxes. Multiple orders to the same address must each exceed the $CAD 99.00 threshold to qualify for free shipping. All free shipping items include shipment ONLY via an economy Ground Service of our choosing, with a delivery standard of 1 to 9 days. You may have the option of a paid upgrade to a higher level of service if delivery is required in a shorter time frame. A small number of products that ship via courier do not qualify for free shipping because of an unusual length, shape or bulk that requires us to ship using a more expensive service than would normally apply for a product of the same weight.
Tailgate Charges levied by carriers for delivery of LTL Transport shipments to residences or other locations without a dock or forklift truck are not included in the free shipping service and are the responsibility of the customer.
Orders shipping outside Canada or the USA (when service is available) or to destinations in Hawaii, Alaska, the Northwest Territories, Nunavut, and the Yukon Territory do not qualify for the Free Shipping Offer.
Items shipped free and subsequently returned will be subject to a restocking charge equivalent to the costs of outbound shipping, except in cases where we have made a material error in fulfilling your order. In this case, customers are also responsible for return shipping costs.
General Shipping Standards
Current shipping lead times are detailed on each product page and are based on the location of stocked items. In the vast majority of cases, we are able to ship in-stock products the next business day for orders placed before 4 pm Eastern time Monday through Thursday and before noon on Sunday for Monday delivery. Any items displaying shipping lead times greater than 1-2 Business Days will ship in the time frame indicated.
Note that in multi-product purchases, shipping costs are calculated based on the combined shipment weight of all items. If individual items within an order have varying lead times, the order will not ship until all items are available for shipment.
Special Order Items average a shipping lead time of about three weeks.
If there is an error in our data and we identify that one or more products on your order are back-ordered, you will be advised of the estimated shipping date for those products and you may cancel those items without penalty prior to shipping.
Special Order Products
Special Order products are defined as items that are not normally stocked by us and must be obtained direct from the manufacturer. Please confirm that the shipping lead time for any special order products (generally about three weeks) meets your scheduling needs (if any) as Special Order Product orders cannot be cancelled after they have been placed with the manufacturer. (see Returns Policy/“Special Order Products” below.)
Credit Card Charging Policy
Our policy is to charge the amount of your purchase with your credit card issuer at the time of order so it can be released to our internal systems for processing. This may be a day or two in advance of shipping the product. In the case of special orders, prepayment is required regardless of our lead time to ship (Returns Policy/Special Order Products below.)
We ship RV Parts daily across all of Canada from our Barrie, Ontario warehouse. Most shipments are sent via Canada Post, with larger parcels sent using Purolator Courier or UPS. We also ship items that exceed courier size/weight limits via LTL truck freight. Customers have a choice of various service levels depending on how urgent delivery is. Canadian customers are charged GST or HST on all purchases.
Orders from US customers are shipped from one of six warehouses nationwide, picked from one of the largest parts inventories in the country. For courier shipments, we use UPS exclusively and LTL Freight services are used for items exceeding UPS size/weight limits. Since all shipments to US customers are domestic, no brokerage, customs or duties apply. US customers are responsible for any applicable sales and use taxes.
Currently, we do not ship outside Canada or the USA. At such time as this service might be available, customers outside of Canada and the US are responsible for any applicable customs clearance costs, duties and local taxes. US and Canadian orders are shipped domestically, and no brokerage, customs or duties apply. US/Canadian customers will be charged any applicable taxes.
General Returns Policy
Your satisfaction is our highest priority. If you are not 100% satisfied with your order, you may return your order to our warehouse within 30 days of receipt for a full credit of the amount paid for the merchandise plus applicable taxes.Items returned must be unused, undamaged, resalable, with the original packaging and complete with all included parts in order to be eligible for a refund.You may be assessed a charge for missing packaging or parts that will be deducted from your refund. Returned items that were originally shipped free of charge are subject to a deduction of outbound (and return, if paid by RV Part Shop) shipping charges from any refunds issued unless we have made a material error in the processing of the order. We also reserve the right to apply a further restocking fee totalling up to 30% of the amount paid for returned items or cancelled orders to offset order processing and handling costs.
PARTS THAT HAVE BEEN INSTALLED OR USED IN ANY WAY CANNOT BE RETURNED FOR REFUND. Do not request return authorizatons for any such items. All returns are inspected upon receipt at the wareshouse and credits will be disallowed for any item found to have been used, installed or in other than resaleable condition. In these cases the customer is responsbile for paying return shippin prior to return of the items.
Installed items that are defectived may be eligible for exchange with a new part. RV Part Shop is happy to assist customers in obtaining replacement parts where possible. In some cases, our manufacturers have chosen to handle warranty and defective item claims directly with the customer.
Refunds are issued only back in the same manner as the original payment was made.
If you wish to return a product, please contact us to obtain a Returned Merchandise Authorization (RMA) number. We will need your original order number and information on which items you wish to return from that order. We will generate an RMA number for you and send you a label to use on the return shipment. You must use the provided label to ensure that your return shipment will be accepted by us.
Shipping Charge Refunds
We issue refunds for any shipping fees charged only if we have made an error in the shipment of your order or if there is a material error in the presentation of the product on our website. We do our best to provide you with as much information as possible on the site to make your buying decision, but we acknowledge that occasionally product features or specifications may not be clear. . If we determine in our sole discretion that this is the case with a product you have ordered, we will gladly refund your shipping charges with our thanks for identifying the deficiency for us.
If you have any question as to whether you are ordering the correct product, please call or email us prior to ordering. We are unable to refund shipping charges in cases where customers have ordered an incorrect or unneeded product.
Special Order Products
We cannot accept returns on special orders, non-stocked products, obsolete items or custom orders. If you are ordering a custom product, please contact our parts experts prior to placing the order with our supplier for help to ensure that you are ordering the correct item for your application. Once you have confirmed your desire to order the product, your credit card will be charged for the full amount of the custom order. This amount is non-refundable if you decide to cancel the order subsequent to your confirmation.
Electronic Circuit Boards
In no case are we able to issue any refunds on orders of replacement electronic circuit boards, whether they have been installed or not.
Generators may not be returned if the gas or oil reservoirs have been filled. Customers must deal directly with generator manufacturers for warranty or service issues.
Chemicals and Adhesives
Certain Chemicals, liquids and adhesives are not returnable.
Books, Computer Software/Directories & Personal Items
For copyright and health & safety reasons, we cannot accept returns of any copyrighted material, personal hygiene consumables or other personal items. Parts for sewage handling, including hoses, fittings, portable tanks, etc. are not returnable if they have been used.
Customer Service Contact Information
Returns should be sent to the address provided to you by your customer service representative ant the time your RMA# is provided to you. All returns must have the RMA# clearly marked on the package label.
Note: Returns that are not pre-authorized or that do not bear a valid RMA# will be refused and returned to you. All related shipping charges will be payable by the buyer.
For any further information required, our Customer Service Department can be contacted at 705-725-1112 or via email at [email protected]