We work hard to ensure the quality of our Parts, Accessories, and Collection Items and are proud to stand behind them. Our customer’s satisfaction is extremely important to us, and we pride ourselves on dealing with issues in a fair and reasonable manner.
30 Day Return Policy
Most of our products can be returned up to 30 days after the date you receive your order. Some exceptions, including electronics, may have a 15 day return limit. Products must be returned in original packaging and in new condition. Mercedes-Benz Canada Inc. monitors return activity for abuse and reserves the right to limit returns or exchanges in all instances.
To initiate a return please call 1.800.387.0100 to help you print a free shipping label, or follow the directions below to initiate your return on mbparts.ca:
- Go to My Account (top right of our website) to access your order and select the items you want to return. Items must be in their original packaging and condition.
- Print your prepaid return shipping label and attach it to your original Mercedes-Benz box. Make sure to cover and remove any old shipping labels and seal your box completely.
- Drop your box off at any authorized FedEx shipping Centre. Please DO NOT use a FedEx Drop Box.
Finalizing A Return
Once the Fulfillment Centre has received and inspected your return (usually within 72 hours of receipt), your refund will be issued. It can take up to 7 days before you see it in your bank account. You’ll receive an email notifying you your return is finalized.
About Returns &Exchanges
You can return item(s) by mail or in any Mercedes-Benz dealership in Canada.
Returning By Mail
If you have an account or an order number, you can start your return now. If you don’t have an account or you’re missing order information, you can print a blank return form and label. Send in your item(s) using the postage-paid U.S. return label. Your return will be processed within 10-14 business days.
Returning In Dealerships
Simply bring the item(s) you’d like to return along with your receipt and original form of payment into the Parts Department. Any parts employee can assist you with your return. Click here to find a store.
For the best service and selection, please order your replacement items online or call for assistance.
Exceptions & Special Instructions
Please call customer service at 1.800.387.0100 for assistance returning oversized items, perishable goods or other unusual merchandise.
All refunds will be credited to your original form of payment. When returning a gift, the original purchaser will be refunded.
Items Returned by Mail: If you ordered by credit card, we’ll credit your account within 14 business days of receiving your return. This will show on your next statement, depending on the issuing bank and/or billing cycle. If you have requested an exchange, your account will be charged for the new item and credited for the return.
Shipping Charges: Unfortunately, we cannot refund shipping charges.
Damaged Shipments: We try our best to prevent damage to all packages during transit by packing each order carefully. From time to time, though, damage will occur despite our precautions.
If you receive an item that has been damaged in shipping, please call us within 72 hours of receipt and we will have a new product sent to you, and initiate a FedEx claim for the item.
Please hold on to the original packaging and packing material because FedEx, in most cases, will need to inspect the items. A FedEx representative will contact you to set up a convenient time to inspect and pick up the package for return. If FedEx does not come to inspect the package, or does not take it with them when they do come - please call us, and we will send you a FedEx Return tag to send the damaged product back to us.
If you have not received your order even after the tracking shows it was delivered, contact us within 15 business days to start a FedEx tracer.
Undeliverable or Refused Shipments: Packages will be returned to us by the carrier if they cannot be delivered due to incomplete or incorrect addresses, are not picked up from a FedEx facility, or if the recipient refuses delivery. All packages returned to us for the above reasons can take up to 3 weeks to be processed.
Missing Shipments: Occasionally packages are lost or misrouted during transit. Before contacting us, please note the following estimated delivery times for orders sent via Free Standard Shipping:
- Most Items, 1-2 business days
- Some smaller/collection items, 3-5 business days
*Items delivered to remote areas may require a few extra days
Please note that weekends and holidays do not count as shipping days (with the exception Next Day Air Saturday delivery when chosen and paid for by you).
If your package shipped and hasn’t been received within the above guidelines then please contact us so that we may investigate.
For missing FedEx shipped packages: A FedEx trace investigation takes up to 8 business days to be completed. If FedEx is unable to locate the package after 8 business days then a replacement item may be shipped.
Tracking your shipment: Once your order has shipped, we will send you an email with the tracking number. Just click on the link and it will take you to the FedEx website, depending on who shipped your package.
You can also track your order in your order history. Just log into your account using your email address and password, then click on your order number in your order history. The tracking number will appear under the Status; Tracking column. If you click on the link, it will take you to the tracking information for your order.