FAQS

QUESTIONS?
We want to thank you for visiting Dr Mower Parts for your lawn and garden needs! We would love to hear from you, please visit our "Contact Us" page or email us at: Parts@drmower.ca.

We usually respond to all emails within 30 minutes to 2 hours during business hours: Monday - Friday 8:30AM-5:00PM Mountain Standard Time.

*CLOSED ON CANADIAN STATUTORY HOLIDAYS*

 

MANUAL DOWNLOADS

  • Locate & confirm your manual on our website (Either through the search bar or Catalog)
  • Add manual to cart, check out, and fill out your information to continue through check out. 
  • *Please note; Manuals are a free service offered by DR Mower, you will NOT be charged or asked for card information.* 
  • After you complete your order you can download your manual right away on our website, or through your email at a later date. 
  • *Make sure to save the file either in your email or to your computer for future reference!*

Having difficulty finding your manual? Email us with your model number! (For Craftsman 944 model's you can also check the Sears One Drive)

*New uploads usually take about 24-48 hours*

We allow a maximum of 10 downloads per person. Manual downloads are free and intended to help residential customers find their parts and obtain a copy of the operator's manual, where available.  We provide this service for no charge as we firmly believe these manuals should be shared and are a valuable resource to Craftsman owners. 

Recently, companies have been downloading our free manuals and offering them for sale.  Thus, we feel the 10 download maximum protects this free resource. But if you have a specific need for more than 10 free manuals, let's talk!  We're always willing to discuss your manual needs.  But we will never charge for them.

DO YOU HAVE A STOREFRONT? / CAN I COME BY TO BROWSE SELECTION? 

No. We are an online store only, we do offer local pick up in NW Calgary after 6pm. After you place an order for pick up we will notify you of the pick up location when your order is ready to picked up. We ask you DO NOT show up unless receiving a confirmation message. We do not allow customers to browse our selection, if you need help finding your part please give us a call!

SHIPPING RATES / SHIPPING TIMES

We ship outdoor power equipment parts from Calgary Alberta or from our Ontario warehouse to all locations in Canada using Canada Post regular freight, expedited parcel, or Express Post. We are now shipping to the United States using Canada Post USPS.
*PLEASE NOTE: Shipping rates are based on weight of package & are subject to change. All rates stated below are ESTIMATES.*

ESTIMATED Regular Shipping Rates;

  • Calgary - Local Pick up Available
  • Shipping to Calgary and immediate surrounding area - $8-9
  • Western Canada (BC, AB, SK) = $13-$15
  • Central/Eastern Canada (MB, ON, QC= $16-$20
  • Maritimes = $18-$22
  • United States = Please use the website if you need a shipping quote. We cannot provide quotes over the phone due to exchange rates.


SHIPPING TIME:
Orders are processed the same or next business day depending on the time of day you place your order. We ship Monday-Friday. Orders placed after 2 pm MST will be processed the next business day. Orders placed over the weekend will not ship until Monday.

Any shipping estimates are for Business Days. Most orders arrive in 3-5 business days. However, this is the average shipment time. Actual shipment times vary based on your postal code and if you live in a rural or metro area. Often orders will arrive in 2-3 days and Canada Post frequently exceeds their scheduled delivery dates.

We send you a tracking number once your order leaves our warehouse so you can follow your parcel.

BACK ORDERS / DELAYS

Back orders usually take around 2-3 weeks to ship from our suppliers, meaning you'll receive your order approximately 3-4 weeks after ordering. *These shipping times are estimated and subject to change depending on the supplier's availability. We have no control over how long back orders take but can give you an estimate ship date if requested*

ADDRESSES / REDIRECTS

Please provide an address that is good for any type of delivery. If ordering heavy or over-sized items such as lawn mower blades, please provide a physical mailing address - no PO boxes. Or provide the address for your nearest Canada Post office to hold for pick-up.

Some orders are processed withing minutes of our receipt of your order. Please be sure your PayPal address on file is correct when placing your order. We cannot always stop shipments in time to correct errors with an old address. If there is an error in your address, Canada Post charges $13.00 for a re-direct.

RETURN POLICY

General Policy - You may return purchases of new parts from us for a full refund within 30 days if the part is unused and/or unopened. We will prepare a free return label for you, but the cost of the original shipping will not be refunded.

Our Error - You may return eligible unused/unopened items for a full refund and we will refund the return shipping cost, if the return is a result of our error within 45 days of delivery of your shipment.

Replacement of Damaged or Defective Items - If you received a defective item and need to replace it with the same item, contact us to request a replacement.

Items with a Published Manufacturer's Warranty - If you have purchased an item that has a warranty, we will directly honor the manufacturer's published warranty. Note that in our industry, what are deemed 'disposable parts' are not warrantied. These would be items that fall under normal maintenance schedules for replacement - belts, spindles, electrical parts etc. Please contact us for assistance with a warranty claim.

Exceptions - There are no returns on used parts. Although we've tested all used parts before placing them for sale, there is always some risk and a used part might not last as long. If you have concerns about condition, purchase a new part or contact us for more details.

Some electronics and batteries listed on our site are not returnable if the package is opened. Please see notes on individual items.

Karcher parts: Karcher pressure washer parts are only returnable if they are unopened and unused. There are many variables when repairing Karcher pressure washers. Karcher does not provide a manufacturer's warranty for defective parts and in the many years we were a Karcher warranty centre, we never received a part from the distributor that was truly defective. We inspect Karcher parts before they leave our warehouse. Thus, we are unable to provide returns or refunds for parts that are installed and do not work as expected.

UPDATE ON COVID 19 

Jan 2021 - We will keep you updated if our local situation changes or if we have problems with our supply chain, but for now, it's business as usual. Be safe and well!

We do still offer local pick-up in Valley Ridge in NW Calgary. We've decided to stop face-to-face payment for local pick-ups and will move to interact etransfer to parts@drmower.ca, via credit card payment over the phone, or purchase through the www.drmower.ca website with free local pickup.  Pickups will be arranged as 'door-step' drops.  Please call or text (587) 329-6642 to make arrangements.

We continue to track shipping time for our outbound shipments and while we've seen some longer times than usual, especially to the eastern provinces, it's maybe 1-2 days extra, so not appearing to have too much of an impact.  Please remember that you can direct your Canada Post shipments to deliver how you want.  Use your tracking number on the Canada Post website to instruct to leave on the doorstep, etc.

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