Frequently Asked Questions
Have a question before you order or need help with an existing purchase? Here are clear answers to common questions about fitment, shipping, returns, payments, and support.
Finding the Right Part
How do I find the right part for my vehicle?
Start with the year, make, model, and fitment information shown on the product page. Automotive parts can vary by trim, production date, equipment package, engine, and other vehicle specifications, so it is important to review the listing carefully.
If you are unsure, contact us with your VIN or existing part number and we can review the available fitment information with you.
Can Parts Line verify fitment before I order?
Yes. When additional verification is helpful, our support team can review information such as your VIN, existing part number, year, make, model, and trim.
Providing complete vehicle information helps reduce avoidable ordering mistakes. Final compatibility depends on the accuracy of the information provided and the specific vehicle configuration.
What if I cannot find the part I need?
Contact our support team with your vehicle details and the part you are looking for. If available, include your VIN, existing part number, or a photo of the original part or label.
Are the products new?
Unless a product page clearly states otherwise, products sold by Parts Line are offered as new items. Please review the individual product listing for details that apply to that specific item.
Do your products include a warranty?
Yes. Unless otherwise stated on the product page, eligible Parts Line products include a 1-year limited warranty against manufacturing defects.
The warranty applies under normal use and proper installation. Damage caused by improper installation, misuse, accidents, modifications, neglect, external causes, or normal wear and tear is not covered.
If you believe a product has a warranty issue, contact our support team and we will review it with you.
Orders on the Way
Do you ship across Canada?
Yes. Parts Line is an online auto parts retailer serving customers across Canada. Orders are shipped to the delivery address provided at checkout.
How long does order processing take?
Most orders are prepared for shipment within 1–2 business days after payment has been confirmed.
If additional fitment, payment, or order information is needed before shipment, processing may take longer while we contact you.
How long does delivery usually take?
Most orders are delivered within approximately 2–5 business days after shipment.
Delivery times may vary depending on the destination, carrier service, weather, seasonal volume, and service availability in rural or remote areas.
Is shipping free?
Free standard shipping is available on eligible orders to most Canadian delivery addresses.
Certain remote, rural, northern, territorial, oversized, or special-delivery orders may require additional shipping arrangements. If an additional shipping charge requires your approval, our team will contact you before shipment.
How do I track my order?
Once your order has shipped and tracking information becomes available, it will be sent to the email address associated with your order.
Tracking may take some time to update after a shipping label is created, especially before the carrier completes the first scan.
What should I do if my order arrives damaged?
Please contact us within 3 days of delivery. Keep the product, shipping box, and original packaging while we review the issue.
We may ask for photos of the outside packaging, shipping label, internal packaging, and the damaged area of the product.
What if my shipment is delayed or tracking stops updating?
Contact our support team if tracking has not updated for longer than expected. We can review the shipment information and, when necessary, work with the carrier to investigate the delay.
Returns, Refunds & Order Issues
What is your return policy?
Eligible return requests must be submitted within 30 days of delivery. All returns require authorization from Parts Line before a product is shipped back.
Customer-requested returns must generally be unused, undamaged, in the original packaging, and free from signs of installation, modification, painting, drilling, wiring, or wear.
Is there a restocking fee?
Eligible returns caused by customer choice or customer ordering error are subject to a 25% restocking fee.
The fee does not apply to an approved return caused by an error by Parts Line, shipping damage, or a confirmed manufacturing defect.
Who pays for return shipping?
For an eligible customer-requested return, return shipping is the customer's responsibility.
If the approved return is caused by an error by Parts Line, shipping damage, or a confirmed manufacturing defect, Parts Line will cover the applicable return shipping cost.
Are original shipping charges refundable?
Any shipping charge paid on the original order is normally non-refundable for a customer-requested return.
If the approved return is caused by an error by Parts Line, any applicable original shipping charge paid by the customer will also be included in the approved refund.
How long does a refund take?
Returned products must first be received and inspected. Once an approved refund is processed, it is issued to the original payment method.
Refunds are typically processed within 3–10 business days after the returned product has been received and inspected. Your bank or payment provider may require additional time to post the funds to your account.
Do you offer direct exchanges?
No. Parts Line does not process direct product exchanges. If you ordered the wrong product or need a different item, complete the applicable return process and place a separate order for the correct product.
If Parts Line sent the incorrect item, or the product is confirmed to be defective or damaged, contact us first so we can provide the appropriate next steps.
Checkout & Payment Questions
What payment methods do you accept?
Parts Line accepts the payment methods displayed as available during checkout. Available options may vary depending on the order and the payment services currently enabled on our store.
Is checkout secure?
Yes. Parts Line uses Shopify's secure checkout and supported payment providers to process payments securely.
Why might an order require payment verification?
Some transactions may require additional verification as part of fraud prevention or payment security checks. If additional information is needed, our team may contact you using the details provided with your order.
Can I cancel an order after placing it?
Contact us as soon as possible if you need to cancel an order. We will do our best to help if the order has not yet shipped.
Once an order has shipped, the applicable return policy will apply.
Help & Store Information
How can I contact Parts Line?
Email us at support@partsline.ca, call us at (778) 508-2009, or use our Contact Parts Line page.
Our business hours are Monday–Saturday, 9:00 AM–5:00 PM. We are closed on Sundays.
Where is Parts Line located?
Parts Line is an online auto parts retailer. Our business address is:
Parts Line
39002 Discovery Way
Squamish, BC V8B 0E5
Canada
Do you offer promotions or discount codes?
From time to time, Parts Line may offer promotions or discount codes. Each offer is subject to the conditions shown with the promotion, including applicable dates, product restrictions, and eligibility requirements.
Do you provide installation services?
Parts Line is an online auto parts retailer and does not provide vehicle repair or installation services. Professional installation by a qualified automotive technician is recommended when appropriate.
What information should I include when asking for help?
Depending on your question, helpful information may include:
- Your order number
- Vehicle year, make, model, and trim
- VIN
- Existing or required part number
- Photos of the product, label, packaging, or damaged area when relevant
Still Have a Question?
If you cannot find the answer you need, contact our customer support team for help with a product, fitment, order, shipping, return, or payment question.
Email: support@partsline.ca
Phone: (778) 508-2009
Business Hours:
Monday–Saturday: 9:00 AM–5:00 PM
Sunday: Closed