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FAQs

FREQUENTLY ASKED QUESTIONS

 

General:

Is this the official Mercedes-Benz parts and accessories site?

Yes, all parts and accessories are Mercedes-Benz GenuineParts and GenuineAccessories. All collection and apparel items are authentic Mercedes-Benz merchandise.

Where can I find Mercedes-Benz vehicles?

This site is dedicated to replacement parts and accessories, and also sells official Mercedes-Benz merchandise. If you’re interested in purchasing a Mercedes-Benz, head on over to www.mercedes-benz.ca.

What’s better about GenuineParts?

GenuineParts are identical to the parts that were originally assembled with your vehicle, meaning they’ll fit perfectly every time, and were produced with the same standards of quality Mercedes-Benz requires. This is the only site that guarantees first fit quality parts.

What is a VIN?

VIN stands for Vehicle Identification Number. It’s a number unique to your exact vehicle, that will help identify year, make, and model. 

How do I find my VIN? 

Your VIN will be located where the windshield meets the dashboard on the driver’s side. It is also on your driver’s side B pillar (viewed by opening the driver’s door) and your vehicle registration.

I don’t know the year, make, and model of vehicle, how do I find it?

We recommend consulting your owner’s manual to ensure you are or by giving our customer support team a call with your VIN number handy.

How can I contact support? 

You can contact us by phone at 1-800-387-0100, email us at cs.can@cac.mercedes-benz.com, or by mail at Mercedes-Benz Canada c/o eCommerce Department 98 Vanderhoof Ave Toronto, Ontario, M4G 4C9. 

What is your warranty policy?

Mercedes-Benz is proud to stand behind the parts and accessories. When your order is complete, you’ll be able to register your products for warranty. To complete your warranty, your VIN will be required. All warranty-related repairs must be completed at an Authorized Mercedes-Benz Canada dealership. See below for specific warranty information:

PARTS & ACCESSORIES -  are covered for 24 months from the date of purchase and include unlimited km. The following products are excluded from the parts & accessories warranty: maintenance products, batteries, cellular telephone, CD Changer & stereo, navigation systems, and parts starting with the letter “Q”

MAINTENANCE ITEMS: brake pads, brake discs, brake drums, fuel & oil filters are covered for 12 months or 20,000 km, whichever comes first. Warranty does not apply to normal wear and tear.

KEYLESS REMOTE BATTERIES: are covered for 90 days from the date of purchase.

CAR BATTERIES: come with unlimited mileage are covered for 48 months from the date of purchase on a prorated basis. 

1 – 24 months - free replacement

25 – 48 months - 50% credit against the suggested retail price

The vehicle owner is responsible for any service or installation charge.

TIRES: are covered under the manufacturer’s warranty.

Are there any resources to help with part installation?

Yes. We have an installation guides page that will help you correctly install certain parts whether you’re an expert or beginner. You may also contact your local dealer for service requests and installations. Resources will also be available on the product’s specific webpage. 

Are there any resources on Mercedes-Benz car care?

Maintenance is an essential part of keeping your car running in perfect condition. To learn more about when you need an oil change, when to exchange brake pads, when you need to replace a spark plug and more, check out our Mercedes-Benz Car Care page. If you have any questions, please feel free to reach out to your local dealer as well.

How do I know when I need to replace a part?

If anything is unusual, it’s worth calling your dealer to discuss or inspect possible issues. Whether you’re hearing an unusual noise, or notice the car is driving differently, it’s better to be safe than sorry. 

 

Ordering:

How will I know if a part will fit my vehicle?

The best way to make sure a part fits your vehicle is by using the vehicle selector tool, and verifying your year, make, and model. This will automatically filter out any part not compatible with your vehicle. If you want additional assurance, please feel free to call customer service 1-800-387-0100 or email us at cs.can@cac.mercedes-benz.com. It will be very helpful if you have your VIN ready on the phone, or include it in your email.

What are my payment options?

We accept Visa, American Express, Discover, and Mastercard, and PayPal. 

How can I check my order status?

To check your order status, login to your account, and click “Order History,” then locate the order that you’d like to check in on.

What if the product I order is out of stock?

Out of stock items are not available for order. In the rare instance that an order goes through and an item is later determined to be out of stock, that order will automatically be cancelled and a full refund will be issued.

 

Shipping/Pick Up:

Do you offer local pickup? 

When checking out, you have the option to ship to an address, pick up at your nearest dealer, or a combination of the two for orders with multiple products.

Do you ship internationally? 

We do not ship internationally. You must provide a valid Canadian address to complete an order.

What if my order is damaged during shipping?

Please call customer service at 1-800-387-0100, and we will work together to get to a resolution as quickly as possible.

How long until my order ships?

All orders placed before 2 PM will ship same day, with priority overnight shipping.

Parts require different amounts of processing time, based on availability. Upon completing your order, you’ll receive an email letting you know the expected shipping date. When your item ships you’ll receive an email letting you know it’s en route.

All of our items ship FedEx Next Day Air, and because of our Prefered Partner Rate, you’re able to get your items faster, and cheaper!

How long will it take for my product to arrive?

Delivery date is subject to a variety of factors. All items will ship priority overnight, and orders placed prior to 2 PM will ship same day. To check your expected delivery date, log in to your account and click Order History. In certain cases, shipping may be delayed due to FedEx handing shipments to Canada Post for remote locations.

Where do you ship from?

We ship from our Toronto warehouse. If an item you’re looking for is out of stock, check back soon, or try calling a local dealer to see if they have it in stock.

 

Returns:

What if the item doesn’t fit my vehicle?

If an item does not fit your vehicle, we recommend bringing it to your local dealer for confirmation that the part is not the right fit. If that’s the case, the part can be returned/exchanged through your dealer, or you can return the part online by going to “Order History” in your account. You can also give us a call at 1-800-387-0100, and we recommend you have your VIN number handy to ensure we’re giving you accurate information.

What about items purchased in a dealership?

Items purchased in a dealership must be returned back to that specific dealership.

Do I need a receipt from my purchase?  

Your receipt or order number helps us locate your purchase the fastest. If you don't have a receipt, we should be able to find the purchase in other ways, but we may ask you for more information so we can better assist with your request. If we choose to provide a refund and no record of sale is available, a return is provided a return is provided at current price via a coupon code.

Do you take everything back?  

All items, with the exception of electronics, must be returned within 90 days from the date of purchase. Electronics, must be returned within 30 days of purchase. All items must be returned in their original packaging in unused condition in order to receive credit. 

Is there a restocking fee for returns?

No, we do not charge restocking fees for returns, you’ll be refunded in full through the same method of payment used to complete the order.

Are certain parts non-returnable?

Some electronics may non-returnable, which will be noted prior to purchase. However, we always do our best to accommodate our customers, so if you wish to return a non-returnable item, while we cannot guarantee anything, we encourage you to reach out to our customer service line at 1-800-387-0100.