ONLINE ORDER SUPPORT
Need help with your online orders? Start with our FAQ section! You may quickly find the answer you are looking for. If you didn’t find the answer you need, you could use our case submit system in your Account. Our dedicated customer service team is also available 24/7 to further assist you with your online orders. Feel free to contact them by phone and ensure you have your order number on hand.
Q: HOW MUCH TIME DOES IT TAKE FOR MY ORDER TO BE DELIVERED?
If you select the in-store pickup option, you will be notified by email when your order is ready for pick up.
If you select the standard shipping option, delivery takes approximately 5-7 business days after the order is placed. Shipping delays may be longer if the shipping address is located in a remote area such as Alaska, the Northwest Territories, Yukon, Nunavut and few areas of Northern Quebec.
Q: HOW DOES THE IN-STORE PICKUP OPTION WORK?
The In-store pickup option allows you to collect your order at a participating Odes dealership. When you choose to pick up your package at a participating Odes dealership, no shipping fees apply to your order.
Here are the steps to follow:
1. Choose the in-store pick-up option in the checkout process.
2. A list of nearby participating Odes dealerships will appear according to your postal code. Choose your preferred dealership; it will become the pick-up location for your order.
Note: It is possible that your nearest Odes dealership is not a participating dealer
3. If your preferred dealership has all the items you ordered, you will receive an email confirming the time and date at which you will be able to pick them up.
Note: If certain items of your order are not immediately available or if your preferred dealership cannot fulfill your order, you will be notified by email.
4. You must pick up your order within the 21 days following the receipt of that email.
After 21 days, your order will be cancelled.
Q: WHAT HAPPEN IF AN ORDERED PRODUCT IS OUT OF STOCK?
We do our best to keep the stock status of all of our products updated on our online store. However, since online orders are fulfilled by participating Odes dealerships, it is possible that the desired size, color or product is not available. As soon as your order is processed, you will be alerted by email if one or more items are not available. These items will be cancelled.
Q: HOW DO I RETURN A PRODUCT AND GET REFUND?
Here are the steps to follow to make a return:
Submit a new case in your Odes account. Login to your Odes account, click cases and you will find “Submit New Case”. Please choose Return at Type of Inquiry Field, write down the order number, items and reasons for the return and upload the product pictures to request a return number.
Standard Shipping: For approved returns we will provide the mailing instructions for the return shipment. Returns are only valid if submitted within 7 days of receipt of the vehicle. Customers will be responsible for return shipping costs.
In-store Pickup: Find the contact information of the participating Odes dealership that shipped your order. It should be displayed on the box or look in the email you received. Ship the item(s) you wish to return to this participating Odes dealership that shipped your order.
Note: We recommend that you use a delivery service that allows you to track your shipment. However, please note that you are responsible for shipping the product back. Shipping fees will not be refunded.
You will be refunded the paid price. Credit for returned items will be applied to the purchasing credit card within 5 to 10 days of the date that the return is accepted by the participating Odes dealerships that shipped the order.
If a restocking fee applied to the returned items, the amount of the fee will be displayed on the final checkout screen when you complete the order and will be noted on the packing list included with the order.
Q: WHAT PRODUCTS ARE NOT ELIGIBLE FOR RETURN?
The following items cannot be returned
Color Coded Interior/ Exterior Parts
Any Solid State Electrical Part
Any Installed Items (bolted on, attached, plugged in or installed in any other way)
ANY OTHER NON-RETURNABLE PRODUCTS
Hazardous material and material containing chemicals (paint, primer, grease, solvent, lubricant, sealant, silicone, glue, cleaner, stabilizer, oils, batteries, etc.).