SHIPPING POLICY

1. General Overview

PCL Portal supplies and ships home appliance replacement parts, including parts and components for ovens, ranges, dishwashers, refrigerators, washers, dryers, microwaves, and related household appliances.

All orders are processed, shipped, and delivered in accordance with this Shipping Policy, the terms presented at checkout, and applicable law.

2. Shipping Charges and Checkout Disclosure

Applicable shipping charges, taxes, and any other mandatory charges collected by PCL Portal will be disclosed before the customer completes checkou.

Shipping costs may vary depending on the shipping method selected, delivery location, package size, product weight, supplier location, and carrier availability.

PCL Portal does not collect customs duties, import taxes, brokerage fees, tariffs, or similar charges imposed by foreign governments or third-party carriers unless expressly stated at checkout.

3. Order Processing

Orders for in-stock appliance parts are typically processed within one business day. Orders placed on weekends or statutory holidays will be processed on the next business day.

Processing times may vary depending on product availability, supplier schedules, warehouse location, order volume, carrier availability, fraud-screening requirements, and other operational factors.

An order confirmation does not guarantee immediate shipment. If a product is unavailable, delayed, discontinued, backordered, or affected by a supplier or inventory error, PCL Portal may contact the customer with available options, which may include waiting for the item, accepting a substitute where appropriate, or cancelling the order for a refund.

4. Estimated Delivery Timelines

Estimated delivery timelines are as follows:

Delivery timelines are estimates only and are not guaranteed unless expressly stated in writing by PCL Portal.

Delays may occur due to circumstances beyond our reasonable control, including carrier disruptions, severe weather, labour interruptions, customs delays, remote delivery locations, supply chain disruptions, manufacturer delays, inaccurate delivery information, or other unforeseen events.

Where applicable consumer protection law provides a customer with cancellation or refund rights because goods are not delivered within a legally required period, nothing in this Shipping Policy limits those rights.

5. Partial Shipments

Because appliance parts may be sourced from different warehouses, manufacturers, distributors, or suppliers, orders may be shipped in multiple packages.

Where applicable, shipping charges will be applied as disclosed at checkout. Unless otherwise stated at checkout, a customer will not be charged additional shipping fees solely because PCL Portal elects to ship an order in multiple packages.

6. Order Changes and Cancellations

PCL Portal uses an automated fulfilment system designed to process replacement-part orders quickly and efficiently.

Once an order status changes to “In Process,” “Packed,” “Ready to Ship,” or “Shipped” the order may not be modified, cancelled, redirected, or combined with another order.

Cancellation or change requests submitted before processing begins may be reviewed at PCL Portal’s discretion. Approval is not guaranteed.

Where a cancellation, change, address correction, or modification is approved, PCL Portal may apply an administrative, processing, or restocking fee of 15% to 25%, except where prohibited by law or where the customer is exercising a statutory cancellation right.

Where a refund is issued, non-recoverable payment processing fees may be deducted from the refund amount only where permitted by applicable law.

7. Delivery, Risk, and Transfer of Responsibility

For business customers purchasing for commercial, resale, repair, trade, or professional purposes, risk of loss or damage transfers once the order has been delivered to the carrier, unless otherwise agreed in writing.

For individual consumers purchasing for personal, family, or household use, delivery and risk will be handled in accordance with applicable consumer protection law. In general, an order is considered delivered when carrier tracking confirms delivery to the shipping address provided by the customer at checkout.

PCL Portal is not responsible for delivery failure, delay, misdelivery, loss, or additional cost resulting from incorrect, incomplete, outdated, or undeliverable shipping information supplied by the customer.

8. Lost, Stolen, or Missing Packages

If a package is lost while in transit and carrier tracking does not confirm delivery, PCL Portal will assist, where reasonably possible, with initiating a carrier investigation.

Carrier investigations, timelines, and outcomes are controlled by the carrier and are not guaranteed by PCL Portal.

If carrier tracking confirms delivery to the shipping address provided at checkout, PCL Portal is not responsible for packages that are lost, stolen, misplaced, removed, or damaged after delivery, except where applicable law provides otherwise.

Customers are encouraged to select available delivery-protection options, including signature confirmation, where offered at checkout.

9. Damaged Shipments, Defects, Shortages, or Missing Items

Customers must inspect all appliance parts promptly upon delivery.

Any visible shipping damage, shortage, missing item, or incorrect item should be reported to PCL Portal within 48 hours of delivery so that a timely carrier or supplier claim can be opened.

Claims should include:

• the order number;
• a description of the issue;
• clear photographs of the product;
• photographs of the shipping box, packaging materials, and shipping label;
• any other documentation reasonably requested by PCL Portal or the carrier

Failure to report visible shipping damage or shortages within 48 hours may limit PCL Portal’s ability to submit a carrier claim and may result in denial of the shipping-related claim.

This 48-hour reporting requirement does not limit any warranty rights, statutory rights, or remedies that cannot be excluded under applicable law.

10. International Shipping, Customs, Duties, and Import Compliance

For orders shipped outside Canada, the recipient is the Importer of Record and is responsible for all applicable customs duties, import taxes, brokerage fees, VAT, GST, HST, tariffs, and any other charges imposed by the destination country, carrier, customs broker, or regulatory authority.

Customers are solely responsible for confirming that the appliance parts ordered may lawfully be imported into the destination country and comply with local laws, regulations, certification requirements, safety standards, and appliance-repair rules.

PCL Portal is not responsible for customs delays, inspections, seizures, storage fees, brokerage charges, return shipping costs, destruction of goods, refusal of entry, or other action taken by customs or regulatory authorities.

If an international shipment is refused, abandoned, returned, seized, or destroyed because the customer failed to pay applicable charges or comply with import requirements, the customer remains responsible for all related costs, subject to applicable law.

11. Undeliverable, Refused, or Returned Shipments

If an order is returned to PCL Portal for any of the following reasons:

• incorrect, incomplete, invalid, or undeliverable shipping address;
• failure to collect the package;
• refusal of delivery;
• refusal or failure to pay applicable duties, taxes, brokerage fees, tariffs, or other import charges;
• failure to respond to carrier delivery attempts or notices;
• any other customer-caused delivery failure;

the following terms will apply, except where prohibited by law:

• original shipping charges are non-refundable;
• return shipping, carrier fees, brokerage fees, storage fees, and handling charges may be deducted from any refund
• a 25% restocking fee may apply;
• refunds, where applicable, will be processed only after the returned item has been received and inspected by PCL Portal

Products that are damaged, used, installed, altered, missing components, missing original packaging, or otherwise not in resaleable condition may be refused for refund or may be subject to additional deductions, subject to applicable law.

12. Order Accuracy and Customer Responsibility

PCL Portal supplies appliance replacement parts based on the part numbers, product information, and order details provided by the customer at the time of purchase.

Customers are responsible for verifying all part numbers, model numbers, specifications, dimensions, compatibility, electrical ratings, gas ratings, installation requirements, and suitability before placing an order.

Items ordered incorrectly, ordered for diagnostic purposes, or found to be incompatible with a customer’s appliance are not considered shipping errors.

PCL Portal does not guarantee compatibility based solely on appliance model numbers, photographs, descriptions, diagrams, serial numbers, or customer-provided information.

Customers are encouraged to contact PCL Portal before purchasing if assistance is required in identifying a replacement part. Any assistance provided is based on information supplied by the customer and does not replace verification by a qualified technician where appropriate.

13. Address Accuracy and Delivery Validation

Customers are responsible for providing a complete, accurate, and deliverable shipping address at checkout.

Once an order has been processed or released for shipment, the delivery address may not be modified.

Orders delivered to the address provided by the customer, as confirmed by carrier tracking records, will be considered successfully delivered, subject to applicable law.

PCL Portal is not responsible for loss, delay, misdelivery, failed delivery, carrier surcharges, address-correction charges, return shipping fees, or other costs resulting from incorrect, incomplete, outdated, or undeliverable address information provided by the customer.

14. Force Majeure

PCL Portal shall not be liable for any delay, non-performance, or failure to fulfil shipping obligations caused by events beyond its reasonable control.

Such events include, but are not limited to, carrier disruptions, labour strikes, lockouts, severe weather, natural disasters, pandemics, public health emergencies, supply chain interruptions, manufacturer delays, customs delays, government restrictions, transportation disruptions, cyber incidents, system outages, or other events outside the reasonable control of PCL Portal.

In such circumstances, delivery timelines may be extended without liability to PCL Portal, subject to any rights or remedies available to customers under applicable law.

15. Right to Refuse or Cancel Orders

PCL Portal reserves the right to refuse service, cancel orders, limit quantities, or suspend accounts at its discretion, subject to applicable law.

This may include, but is not limited to:

• suspected fraudulent, unauthorized, or suspicious activity;
• abuse of return, cancellation, shipping, or warranty policies;
• “buy-and-try” practices, including ordering multiple parts for diagnostic purposes with the intent to return unused or unnecessary items;
• abusive, threatening, inappropriate, or unprofessional conduct toward staff;
• orders affected by pricing, inventory, product-description, supplier, technical, or clerical errors;
• orders that cannot be fulfilled due to product discontinuation, supplier unavailability, or shipping restrictions.

If PCL Portal cancels an order after payment has been processed, a refund will be issued for the cancelled portion of the order, subject to applicable law.

16. Clerical, Product, Inventory, or Pricing Errors

PCL Portal makes reasonable efforts to ensure that product information, pricing, availability, shipping information, and specifications are accurate. However, errors may occur. 

In the event of a typographical error, pricing error, inventory error, supplier error, incorrect product description, incorrect photograph, inaccurate compatibility information, or other clerical or technical mistake, PCL Portal reserves the right to cancel or refuse any order placed for the affected product, even if the order has been confirmed and payment has been processed.

If payment has already been processed and the order is cancelled for this reason, PCL Portal will issue a refund for the cancelled item or order.

17. Consumer Rights and Legal Compliance

Nothing in this Shipping Policy is intended to limit, exclude, restrict, or waive any rights, remedies, warranties, or protections that cannot be limited, excluded, restricted, or waived under applicable federal, provincial, or territorial law.

Where this Shipping Policy conflicts with mandatory consumer protection legislation, the applicable legislation will govern to the extent of the conflict.

Customers purchasing for personal, family, or household use may have rights under applicable consumer protection laws, including rights relating to unfair practices, required disclosures, internet sales, delivery obligations, defective goods, and statutory cancellation rights

18. Policy Updates

PCL Portal reserves the right to update, amend, or modify this Shipping Policy at any time, subject to applicable law.

Changes will take effect when posted on www.partsofcanada.ca. The version posted at the time of purchase will generally apply to that order unless a change is required by law or is more favourable to the customer.

Customers are responsible for reviewing this Shipping Policy before placing an order.

19. Severability

If any provision of this Shipping Policy is found to be invalid, unlawful, or unenforceable by a court or authority of competent jurisdiction, the remaining provisions shall continue in full force and effect to the maximum extent permitted by law.

Any invalid, unlawful, or unenforceable provision will be interpreted or modified only to the extent necessary to make it valid, lawful, and enforceable while preserving the original intent as closely as possible.