Frequently Asked Questions

Q: What forms of payment do you accept?

  • A: We currently accept Visa, Mastercard, Discover, and American Express.

Q: Is it safe to use my credit card online?

  • A: Yes! You can shop with confidence as we work with Stripe.com, providing secure credit card transactions. Stripe is Payment Secure and PCI Compliant, ensuring the safety of sensitive customer data.

Q: When is my credit card charged for the order?

  • A: Your credit card is charged at the time of your order. Contact sales if you need to cancel or order an alternate product.

Q: What should I do if I encounter an authorization failure during order placement?

  • A: Ensure the billing address matches your financial institution records, and double-check the card details. If issues persist, contact us for assistance.

Q: Do I need to create an account to order from MyTruckPoint?

  • A: No, you may check out as a guest. Creating an account allows you to view order history and check order status at any time.

Q: How do I update my profile information on my account?

  • A: Log in to your account, select "Account Details," and modify billing, shipping, username, or password.

Q: How do I sign up for newsletters and promotions?

  • A: Scroll to the bottom of the homepage, find "Subscribe to our Newsletter," and enter your email address.

Q: How do I unsubscribe from emails?

  • A: Click the "unsubscribe" link in promotional emails or adjust preferences in your account. Contact us for assistance.

Q: How do I check the status of my order?

  • A: Log into your account, contact customer service, or wait for an email with tracking information once your order ships.

Q: What happens if an item is out of stock, and what are my options?

  • A: If an item is out of stock, our team will notify you via email. You can choose to cancel, wait, or exchange for a different item.

Q: Will I be informed when my item has shipped?

  • A: Yes, you'll receive an email with tracking information. Check your account for order status and tracking number.

Q: How do I change or cancel my order?

  • A: Contact our Customer Service Department promptly. Cancelling may take 24-48 hours, and shipped orders require the standard Returns Process.

Q: How do I track my order?

  • A: Receive tracking information via email, check your account, or contact Customer Service for assistance.

Q: Who pays for the return shipping?

  • A: In cases of dissatisfaction, customers are responsible for return shipping. Note: A 20% restocking fee may apply.

Q: How long does it take to receive my refund?

  • A: Allow 10-14 business days for a replacement item or refund after processing.

Q: Where do I return my item?

  • A: Contact us to obtain an RMA number. All online orders can be returned to our designated address.

Q: I received the incorrect item; what do I do?

  • A: Contact our customer service with purchase information for assistance.

Q: My item was damaged in shipping, what do I do?

  • A: Contact customer service at support@mytruckpoint.ca or call us immediately. Note any visible damage on the invoice for freight carrier deliveries.

Q: My order was lost in transit, what do I do?

  • A: Contact customer service for assistance.

Q: How and when can I contact customer service/support?

Q: My order shows as delivered, but I don't have it. What should I do?

  • A: Contact Customer Service for investigation and potential lost package claim with the carrier.

Q: Where can I find the part number for a specific product?

  • A: Choose a product on our website, select your vehicle details, and find the part number underneath the product description.

Q: Do you charge sales tax on any item?

  • A: Yes, sales tax is applied to orders based on the province.

Q: Do you ship outside of Canada?

  • A: At this time, we do not offer international shipping.

Q: Do you ship to PO Boxes or Military APO/FPO addresses?

  • A: No, orders cannot be shipped to PO Boxes or Military APO/FPO addresses due to product size.

Q: Do you ship to remote locations such as Yukon, NT Nunavut?

  • A: Free shipping is not available to remote locations; additional charges may apply.