Customer Support FAQ

DPF Super Store.ca operates two Canada-based warehouses located on the east and west coasts, enabling fast ground shipping coverage across the country. Orders placed by noon PST typically ship same-day or next business day.

Ground & Air shipments:

We use several carriers, including UPS, Purolator, and Canpar, to ensure that we can keep rates reasonable and products delivered on time.

You will receive a tracking number via email so that you can track the package.

Freight Carriers: Selected based on the shipping address.

Shipping lead times are calculated from when your order is fulfilled and leaves our warehouse, not from the date you place your order. This ensures accurate delivery estimates based on actual ship dates.

If you don't see your desired shipping option during checkout, contact our team via our email form or give us a call. We'll work to accommodate special shipping requests whenever possible.

If any items in your order are found to be out of stock after purchase, we will:

1. Notify you promptly via email or phone.
2. Issue a full refund for the unavailable item(s).
3. Ship available items according to our standard turnaround time.
   

• Orders placed by noon PST are typically processed and shipped the same business day.
• Orders placed after noon PST are generally shipped the next business day.
• NOTE: Processing times may vary during high-volume periods or for special order items.
  

Yes! If you're unsure about your order's shipping timeline, contact us directly and we'll provide a specific estimate based on current inventory and processing status.

We maintain two strategic warehouse locations in Canada:

• A West Coast warehouse in Vancouver, BC, for faster delivery to Western Canada
• East Coast warehouse in Toronto, ON, for expedited service to Eastern Canada

This dual-warehouse system minimizes shipping times across all Canadian provinces.

For any shipping-related inquiries, policy questions, or concerns, please contact our team via our email form or call us. Our customer service representatives are ready to assist with tracking information, delivery estimates, and special shipping arrangements.

Yes, we ship to both residential and commercial addresses throughout Canada. Shipping options and rates may vary based on the destination type and accessibility.

Contact us directly via our email form or call us before placing your order. We can often arrange expedited shipping options to meet urgent deadlines, though additional fees may apply.

Yes, once your order ships, you'll receive tracking information via email. This allows you to monitor your package's progress from our warehouse to your door.

Our return policy allows returns within 30 days of purchase. If more than 30 days have passed since your purchase date, we cannot offer a refund or exchange.

To qualify for a return, your item must meet these requirements:

• Unused and in the same condition as received
• In original packaging with all materials included
• Free from damage, wear, or modifications
  

Yes, returns may be subject to a restocking fee of up to 25%, depending on the product type and condition. This fee helps offset handling and processing costs.

Several product categories are exempt from our return policy:

• Gift cards
• Engines
• Complete aftertreatment systems
• Special order items (as noted in product descriptions)
• Opened electrical parts, including sensors and ACMs (Aftertreatment Control Modules)
  

Electrical components like sensors and ACMs cannot be returned once opened due to the risk of contamination, improper handling, or compatibility issues that may affect their performance and reliability.

To start the return process:

1. Contact us via our email form or give us a call at 604-371-0885 to request a return authorization.
2. Wait for approval and return instructions.
3. Package the item securely in its original packaging.
4. Ship to our return address. Instructions will be provided by us upon return authorization.

Yes, you must receive a return authorization before shipping any items back to us. Returns sent without authorization may not be processed or refunded.

You are responsible for return shipping costs unless the product is found to be defective or damaged upon arrival. Return shipping costs are non-refundable and will be deducted from your refund amount.

We strongly recommend using a trackable shipping service and purchasing shipping insurance for items valued over $100. Without insurance, carriers typically only cover up to $100 per package. We cannot guarantee receipt of untracked returns.

If you receive a defective or damaged item, contact us immediately via our email form or call us. We'll arrange for an exchange or refund, and we'll cover the return shipping costs for verified defective products.

We only replace items if they are defective or damaged. For exchanges of the same item due to defects, reach out via our email form or call us, and we'll coordinate the replacement.

Keep detailed records of your return:

• Original order confirmation or invoice
• Return authorization number (provided by our team)
• Tracking number from your return shipment
• Receipt from your shipping carrier
  

Once your return is authorized by us, we will provide you with the address information.

Always obtain a return authorization before shipping.

Once we receive and inspect your returned item, we'll send an email notification confirming receipt.

After approval, your refund is processed, and a credit is applied to your original payment method.

Please allow several business days for the credit to appear in your account.

You'll receive two email notifications:

• Confirmation that we've received your returned item
• Notification of refund approval or rejection, including the refund amount.

If approved, you'll also receive a final email confirming the refund has been processed.

Refunds are automatically credited to your original method of payment, whether that's a credit card, debit card, or other payment method used during purchase.

If the refund hasn't appeared in your account after 7-10 business days following our approval email, please contact us at sales@dpfsuperstore.ca. We'll investigate the status and work with you to resolve any processing delays.

No, shipping costs are non-refundable. The original shipping charges will be deducted from your refund amount, even if you received free shipping as part of a promotion.

Your refund may be reduced by:

• Original shipping costs (non-refundable).
• Restocking fee (up to 25%, depending on product type).
• Return shipping costs (if you paid for return shipping).

The final refund amount will be clearly communicated in your refund approval email.

Yes! If any items are found to be out of stock after you place your order, we'll notify you promptly and issue a full refund for those unavailable items automatically. No return process is needed in this case.

If your order must be cancelled for any reason other than our error, we may charge a cancellation fee to offset credit card processing fees we've already incurred.

This fee ranges from 3% to 8% depending on your payment method, with installment orders subject to the higher end.

Tax exemptions must be arranged before your order is placed. If you qualify for a tax exemption, contact us to set it up in advance. Once an order is placed, we cannot refund taxes, and cancelling the order will subject you to our cancellation policy fees.

Contact us via our email form or call us before placing your order.

Provide documentation of your tax-exempt status, and we'll apply the exemption to your purchase.

This must be done BEFORE order placement.

Generally, no, except in cases where:

• The item was out of stock and never shipped
• We made an error in your order
• The item arrived defective (at our discretion)

For defective items, we may issue a refund without requiring a return, depending on the product type and defect nature.

If your return doesn't meet our return policy requirements, we'll email you explaining the rejection reason. Depending on the situation, we may:

• Return the item to you at your expense
• Offer a partial refund
• Suggest alternative solutions

Contact us via our email form or call us to discuss rejected returns and explore options.

Restocking fees (up to 25%) cover the costs of inspecting, repackaging, and restocking returned items. The specific fee depends on the product category and condition. This fee is deducted from your refund total.