Ordering |
Payment |
Shipping |
Security/Privacy |
Returns/Refunds |
Contact Us |
Ordering
Ordering on line is the fastest and most convenient way to place your order. We accept Mastercard and Visa credit/debit cards. We can not accept check by phone. Your credit card information is entered at checkout using our secure and encrypted order entry system. If you are not sure of the item needed you can always call our toll free number for product confirmation..
Phone
If you have questions or concerns about the product needed you can talk to one our friendly and experienced customer service associates. We can give you an update on your previously placed order and supply any additional help needed. We are available Monday to Friday from 9am to 5:30 pm EST. Your order can be processed over the phone for those unable to place your order on line.
Our fax lines are toll-free and available 24/7/365. Please included all contact information and parts needed along with your credit/debit card information. Please include your phone number and email address if applicable. Your order will be processed on the next business day.
Although we strive to keep all items in stock there are occasions that an item may be on backorder. We will advise you if the item is on backorder and the approximate date that the item will be available. We will give you the option of keeping the item on backorder or canceling the order. If you have ordered more than one item and one of those items is on backorder we will give you the option of holding the order and shipping it complete or splitting the order into multiple shipments. If the order is split into multiple shipments there is a shipping charge on each delivery.
For those placing your order on line you will receive a return email confirmation of your order along with your order number. For those placing your order over the phone your sales associate will supply you with the order confirmation number. Please do not worry if you loose the order number. We can always find you and your order in our system.
In most cases your order is processed very quickly and cancellation is not possible. In the unlikely event that you need to cancel an order placed we will make every effort to accommodate the request. If the order has already been shipped it can not be stopped. You can return the order following the returns procedure below. All return policies will apply.
Payment
We accept Mastercard and Visa credit/debit cards. Your order will be processed in Canadian funds. The exact order total amount will be the amount drawn from your account. Your purchase is not billed to your card until the order is ready to ship. We must have the credit card billing address to process your order.
We do offer Terms account to qualified dealers only. If you are a dealer or servicer in the trade please contact us for a credit application and terms of purchase.
Prepaid orders are not processed at this time. We can only accept orders that have a credit card payment option
As a foreign entity we do not collect sales or use taxes on Canadian orders. Any and all taxes that may be due will be the responsibility of the purchaser. Please contact your appropriate taxing agency or your accounting professional if you require additional information.
Shipping
The USPS and the Canadian postal service is our preferred method of shipping to our Canadian customers. We find that it is very efficient and cost effective shipping option. Postal rates are based on weight and size. The postal system does not charge a brokerage fee to process your shipment. Canadian orders shipped through the postal system via the First Class option have an order total limit of $200.00. All orders over $200.00 will only have the option of Priority Mail or UPS. Duty charges may apply and are the responsibility of the purchaser. Duty is not calculated into the shipping fees. Your shipping rates and delivery time estimates will be displayed at checkout
UPS shipping charges are based on the weight of the shipment and destination and not the value of the order. Rate/shipping options are shown at checkout. Your shipping rates and delivery time estimates will be displayed at checkout. Duty and Brokerage charges will apply and are the responsibility of the purchaser. Duty is not calculated into the shipping fees.
Duty and Brokerage fees are the responsibility of the purchaser. We do not include these fees in our order at any time. The postal system does not charge a brokerage fee to process your shipment. We do recommend this service and although a duty charge is almost always due. The postal system does not always apply the fee. We do recommend the postal service. There will be a Duty and Brokerage charge on all UPS shipments and the fees will be collected at the time of delivery. These fees are the responsibility of the purchaser.
All orders can take up to 48 hours for processing in addition to transit times.
Transit days are business days (Monday thru Friday excluding holidays).
Standard ground shipment via the postal service can take up to 10 days to arrive for Canadian shipments depending upon location.
Standard ground service via UPS can take up to 5 business days for delivery depending upon location. Rates for each option are show at checkout. These options are in addition to the processing time of up to 48 hours.
Our order entry system will not correct incorrect shipping addresses. The information entered will be the same information that will show on the shipping document. If the address is incorrect in any way UPS may impose an address correction fee. If this fee is assessed by UPS we will bill your credit card for this fee plus a small processing charge. We will of course send you a copy of the charges that UPS assesses.
Undeliverable/Refused Shipments
If your order is returned to us by the shipping carrier because the order was either undeliverable or refused the customer will be responsible for the outgoing shipping charge, the return shipping charge if any and the 20% restocking fee. The total of these items will be automatically deducted from the refund that the customer may be due.
Of course if the error was our fault we will correct the order and there will not be any additional charge.
This site is specifically for our Canadian customers. We do ship worldwide and if you need a shipment to any other location please visit our USA site by clicking here.
Security/Privacy
Security is always a top concern and we want to make sure that all your information is secure.
All information transferred over the internet to our site is encrypted to ensure your safety and avoid misuse of your information. If you still feel concerned about the security of your information you can also phone or fax or mail your order for processing.
All personal information received is held in strict confidence. Although we do gather and keep the information supplied by you it is for the sole purpose of processing your order.
We do not use or sell our customers information for any other reason whatsoever.
Returns/Refunds
All parts sold on our site carry a 30 day warranty from time of purchase. This warranty only covers initial factory defects. If an item is defective it will be exchanged only. There are no refunds for defective merchandise. Please call for a Return Authorization Number (RMA). Return shipping will be the responsibility of the purchaser.
Warranty exchange will be at the sole discretion of East Coast Parts.
Software is non returnable. You may return any item purchased if done within 30 days of date on invoice. All returned goods must be in new original condition with all accessories and packaging. Any item that shows any sign of use and can not be sold as new is non returnable.
All returns are subject to a 20% restocking fee. The customer is responsible for all shipping charges incurred to ship the package to the customer and any shipping fee to return the item. Shipping charges will not be refunded. If a part is defective it will be exchanged only. There are no refunds for defective merchandise. Please call for a Return Authorization Number (RMA). Return shipping will be the responsibility of the purchaser.
Returns will be accepted at the sole discretion of the East Coast Parts.
Refunds will be made in the same manner as original payment. All returns are processed promptly and you should receive a credit to your card, less any applicable shipping and restocking charges, within 2 weeks. If payment was made by check/money order you should receive a refund within 3 weeks.