PARTS

We offer a limited warranty on select parts and accessories, such as fuel pumps, mechanical valves, and heat exchangers, for a duration of 1 year. Unfortunately, most spare parts do not come with a warranty. However, rest assured that our dedicated team is readily available to assist customers seeking technical support or guidance with part replacements. Feel free to reach out to us via email or phone call to access our comprehensive customer support services.

For the majority of our parts & accessories, we utilize reputable courier services such as Purolator, UPS, and FedEx for efficient and reliable shipments.

Our standard delivery timeframe for most products is approximately one week when shipped via Ground shipping within Canada and to the United States.

At our Aerotech Herman Nelson Intl. Inc., we handle returns or exchanges on a case-by-case basis. If a part is found to be faulty or damaged due to our packing error, we will gladly facilitate the return or exchange process. However, please note that returns or exchanges for other reasons may not be typically accepted. Our dedicated team is available to assist you with any concerns regarding your order, and we strive to ensure your complete satisfaction with our products and services.

While we maintain ample stock of commonly requested parts, there are instances when certain items may temporarily become unavailable. In such cases, we implement a back-order system to ensure timely fulfillment once the items are back in stock. Rest assured, our team is committed to promptly communicating any stock-related updates and offering alternative solutions whenever possible to minimize inconvenience.

We prioritize clear and timely communication with our valued customers regarding their order status. Upon shipping, we promptly send out invoices and tracking information to ensure transparency. Additionally, for special orders, we proactively confirm the status with customers, and in case of inquiries, we promptly update them on the progress of their orders. Our commitment to excellent customer service extends to keeping you well-informed throughout the entire order fulfillment process.

Certainly, we understand the importance of timely deliveries for urgent requirements. To accommodate such situations, we offer expedited shipping options, including overnight shipping, for customers who need their parts or accessories promptly. Please note that expedited shipping costs will be borne by the customer. Our goal is to ensure your urgent needs are met with the highest level of efficiency and customer care.

To safeguard the integrity of our shipments, we employ meticulous packaging practices. Most parts and accessories are carefully packaged in sturdy cardboard boxes with appropriate protective materials to prevent any damage during transit. Additionally, for delicate or specialized items, such as heat exchangers, we utilize custom crating techniques to provide an extra layer of protection. Our commitment to secure packaging guarantees that your ordered parts and accessories arrive in excellent condition.

Our return policy generally does not encompass part returns. In exceptional cases where a return is necessary, a 25% restocking fee will be applied. We strive to provide accurate product information and dependable customer support to help ensure your satisfaction with your purchases. Please feel free to reach out to our team should you have any questions or concerns regarding our return policy.

Our standard procedure involves crediting refunds to the customer’s account within our CRM system, rather than issuing direct payment refunds. This ensures a streamlined and transparent refund process. Should you require a refund, rest assured that our dedicated team will process it promptly. The exact timeline for the refund to reach your account will depend on the specific circumstances of the transaction, and we aim to expedite the process as efficiently as possible.

In the rare event of a customer receiving a faulty part or accessory, our dedicated team promptly initiates a resolution process. We arrange for the shipment of a replacement part to the customer, ensuring they have the necessary components to continue their operations without delay. Simultaneously, we kindly request the customer to return the faulty part using our established return procedures. This systematic approach allows us to efficiently address and rectify any issues, providing our customers with seamless support and satisfaction

Our order fulfillment process is designed to ensure efficiency and accuracy for all customers. For customers with established terms, the process entails receiving the order, confirming shipping instructions, and promptly proceeding with the shipment. Conversely, for customers without established terms, we follow a comprehensive procedure that includes receiving the order, confirming shipping instructions, receiving payment, and then proceeding with the shipment. This meticulous approach allows us to deliver orders in a timely manner while upholding our commitment to providing exceptional service.”