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There are three ways to find parts on the PartsTree.com website. For each you must know either your part number, or your equipment brand and model number. You will not be able to locate your part(s) without at least one of these pieces of information.Search by part number:
Go to the "Parts" page of PartsTree.com and enter your part number into the "Enter part number here" field located at the upper-left of the screen, then click "GO!" All parts matching your search, regardless of brand, will be displayed. If you find that the part number search yields too many results, try to narrow your search by selecting the brand of the equipment first and then searching again. In some cases multiple results will show for a single unique part because it is sold under multiple brand names.Search diagrams for parts and assemblies by brand and model number:
Go to the "Parts" page of PartsTree.com and enter your brand into the "Enter brand here" field, and model into the "Enter model here" field located at the middle-left of the screen, then select "GO!" A list of original manufacturer diagrams will be displayed showing parts and assemblies. If more than one model matches your search, the list of models will be displayed first, allowing you to reference your serial number to determine which diagram set is applicable.Browse to diagrams by brand logo, category and model number:
Go to the "Parts" page of PartsTree.com and select the brand logo of your equipment, located in the middle of the screen. A list of equipment categories such as Mowers, Zero-Turn, Chainsaws, Electric will be displayed. Select the category that best fits your equipment. A list of all Model/Serial Number combinations under that brand and category will be displayed. Select only the exact match to your Model-number/Serial-range to view the list of original manufacturer diagrams showing parts and assemblies for that model.
All equipment manufacturers are required by law to place an identification badge on all the equipment they sell in the US market. This badge usually contains, at a minimum, the Manufacturer, the Equipment Model and the unique Equipment Serial Number. Owner's manuals will NOT have the unique serial# and may reference multiple different models, so it is best to go directly to your equipment to find this information. See "Equipment Brand vs. Engine Brand" below to avoid confusion as the engine may have its own badge with model and serial number which will not lead you to any parts other than those of the engine.
Try another search method. If your search results in no parts, there are several possibilities. First, make sure you have the correct part number. In some cases the manufacturer's diagram or the operator's manual will list the part code along with the part number. Try searching for the other number if one does not find any results. If you still can't find your part, try searching or browsing by brand and model and locating your part using our manufacturer's diagrams.
Try another search method. The brand and model number the manufacturer uses may be slightly different in the computer files than on your equipment with dashes, spaces or spelling that may cause your search to be unsuccessful. If you are not successful finding your equipment searching by brand and model number, try the browse method by selecting the brand logo, then the equipment category, and then the model number from the list.
Equipment Brand vs. Engine Brand Many types of Outdoor Power Equipment are a combination of the equipment and the engine. These are rarely from the same manufacturer. For example, it is very common to have a Toro mower with a Briggs & Stratton engine. Both the mower and the engine will have their own unique model and serial number that will not be the same. If you are looking for a wheel for a Toro, you will NOT find the wheel searching under Briggs & Stratton. Make sure you are searching under the mower brand when looking for mower parts.
Custom Label Brands Some manufacturers custom-build products for others. For example, MTD, one of the world’s largest manufacturers, custom brands product for Bill’s Dollar Store, Ace Hardware and many, many more. You will not find Ace Hardware as a Brand on PartsTree.com, but you will find MTD and all models built by MTD, regardless of the custom Brand. Look for the manufacturer’s badge (required by law) on the equipment to find the manufacturer’s Brand, Model number and Serial number and use this information in your search.
Unfortunately, we can not answer diagnosis, repair or how-to install related questions. We do not have trained repair technicians staffing our Customer Service team. Our Customer Service team will help with all order-related issues from placing your order to making returns, including helping you navigate our website to find your parts. If you need help with an equipment problem or would like instruction on repairing your equipment, please consult a repair manual or contact a qualified mechanic who can visually inspect your equipment and diagnose the issue.
Located in the upper right-hand section of any PartsTree.com web-page is the Order Status link. Selecting this link will bring up the login screen for order tracking. Enter your order number in the "Order #" field and the e-mail address you submitted when placing your order in the "Email address" field and click "submit". This will take you to the PartsTree.com order tracking page specific to your order.
The following are normal processing status conditions, along with their corresponding definitions, seen on the Order Status page:
Order Accepted - Your order has been accepted and is in queue for processing. Your credit card information has been verified and pre-authorized for the amount of your order. Your credit card has NOT been charged.
Initial Processing - Your order is being passed from our order entry system into our order fulfillment system where each item is evaluated against our current inventory. Most orders ship within 1 business day of receipt-of-order. In the event an item is not currently in stock, it will be placed on a purchase order from one of our suppliers.
Items on Order - Your order is currently waiting for items to arrive from our suppliers. This generally takes 1 to 5 business-days.
Items on Extended Backorder - Your order has experienced an exceptional delay and has been passed to PartsTree.com Customer Service to determine why. Generally, this occurs because the item is not available at the manufacturer, but there are many possible causes. If we determine an availability date, it will be visible on your Order Status page in your order log.
Picking - The item(s) on your order are now being picked from our inventory and transferred to the Packaging and Shipping stations.
Packaging and Shipping - All the item(s) on your order are individually verified to assure your order is complete. The order is boxed, weighed and invoiced. A tracking number is assigned and your credit card is charged.
Complete - Your order has shipped and is on its way to you! You should receive an email at the end of the day containing your tracking number. This tracking number will become valid once the carrier scans the package at its distribution center.
The following are special status conditions that may require action by the customer:
Cancellation Request - We have received your request for a cancellation. Processing of your order has stopped.
Cancelled - Your order has been cancelled. We will not charge your credit/debit card, however the pre-authorization will remain valid until it expires at your bank. If you feel that your order was cancelled in error, please contact PartsTree.com Customer Service.
CC Declined - PartsTree.com has attempted to authorize your credit/debit card and it has been declined. Please contact PartsTree.com Customer Service by phone at 512-288-4355. Do NOT e-mail sensitive information such as credit card numbers. Your order will not continue processing without further action by you.
CC Expired - PartsTree.com has attempted to authorize your credit/debit card and it has been declined. Please contact PartsTree.com Customer Service by phone at 512-288-4355. Do NOT e-mail sensitive information such as credit card numbers. Your order will not continue processing without further action by you.
CC General Error - PartsTree.com has attempted to authorize your credit/debit card and it has been declined. Please contact PartsTree.com Customer Service by phone at 512-288-4355. Do NOT e-mail sensitive information such as credit card numbers. Your order will not continue processing without further action by you.
CC Number Invalid - PartsTree.com has attempted to authorize your credit/debit card and it has been declined. Please contact PartsTree.com Customer Service by phone at 512-288-4355. Do NOT e-mail sensitive information such as credit card numbers. Your order will not continue processing without further action by you.
Customer Service Review - Your order appears to require special handling and is now assigned to a PartsTree.com Customer Service representative. If there is an issue that requires action by you, a Customer Service representative will contact you to discuss the issue.
Expired Order - Your order has been cancelled. Your order had an issue that required action by you to continue processing. We have made attempts by e-mail and phone to contact you but were unsuccessful. Fourteen business days have passed with no resolution, therefore, we have cancelled your order. Your credit/debit card will not be charged. If you feel we have cancelled your order in error please contact PartsTree.com Customer Service by phone at 512-288-4355 or via our Contact Us form.
General Error - Please contact PartsTree.com Customer Service by phone at 512-288-4355 or via our Contact Us form. Your order will not continue processing until we have communicated with you and the issue is resolved.
Obsolete Part - A PartsTree.com Customer Service representative has identified an "Obsolete" item in your order. This means that an item you ordered is not in our stock and the manufacturer no longer offers it or a replacement for sale. If the remainder of your order contains valid parts, you may choose to approve the updated order (less the obsolete item) visible on your Order Status page. If you need further clarification, please contact PartsTree.com Customer Service by phone at 512-288-4355 or via our Contact Us form. Your order will not continue processing without further action by you.
Order Under Review - An item on your order has been identified as needing manual review. It is now in queue for review by a PartsTree.com Customer Service representative. This review occurs multiple times each business day.
Remainder on Order - Part of your order has shipped and is on its way to you! You should receive an email at the end of the day that your package ships that contains a tracking number. This tracking number will become valid once the carrier scans the package at its distribution center. The remainder of your order is currently waiting for items to arrive from our suppliers. It will ship as soon as they arrive.
RMA Request - We have received your request for a Return Merchandise Authorization (RMA). A PartsTree.com Customer Service representative will contact you shortly.
RMA Return - Your Return Merchandise Authorization (RMA) has been approved and you may return your item(s) per the instructions e-mailed to you. We are currently waiting for your return shipment to arrive and to be processed.
Shipping Issue - Your order contains an item that is either over-size, over-weight or a hazardous item requiring special handling. A PartsTree.com Customer Service representative will contact you via e-mail and/or the phone to discuss any shipping changes or additional fees requiring approval. Some of this information may also be visible in the order log. If you do not wish to accept the change you may cancel your order and your credit card will not be charged. If you need further clarification, please contact PartsTree.com Customer Service by phone at 512-288-4355 or via our Contact Us form. Your order will not continue processing without further action by you.
Superceded Item - An item in your order has been changed by the manufacturer (superceded) . The item has a different part number and may be an updated design, but is the Original Equipment Manufacturer (OEM) replacement part. The price of this new item is significantly greater than that of the item originally on your order. In order to continue processing your order, you must approve this price change. If you do not wish to accept this change you may cancel this order or contact PartsTree.com Customer Service to remove specific items. If you need further clarification, please contact PartsTree.com Customer Service by phone at 512-288-4355 or via our Contact Us form. Your order will not continue processing without further action by you.
PartsTree.com sends an automated e-mail when your order has shipped, usually at the end of each business day. This e-mail is sent to the address you entered at the time of your order and includes a tracking number that allows you to follow the shipping progress of your order at the carrier's website. If you have not received this shipping notification it is possible that the order has not yet shipped or your computer has a spam filter that blocked the message. Alternatively, you may check your order status on your Order Status page. On this page you can change and update your order information as well as view the order status.
All of our orders are processed as quickly as possible, with most shipping within one business day. Different shipping options may get your order to you sooner. We list all of our regular shipping methods available in our Terms and Conditions. At this time "air" shipping options available for your order must be manually reviewed for safety purposes by Customer Service to check for flammable or overweight items. If you need a faster shipping option, add a note to your order or call PartsTree.com Customer Service. In the event the order is not eligible for "air" freight, your order can be cancelled.
We pride ourselves on shipping most orders from our inventory within 1 business day. Please note that orders cannot be modified or cancelled once they enter the shipping process, which, if all parts are in stock, may occur within minutes of placing the order.
If your order has not yet shipped, you may cancel your order directly from the PartsTree.com website. Located in the upper right-hand section of any page on PartsTree.com is the Order Status link. Selecting this link will bring up the Order Tracking login screen. Enter your order number in the "Order #" field and the e-mail address you submitted when placing your order in the "Email address" field and click "submit." This will take you to the PartsTree.com Order Tracking page specific to your order. On this page you can change and update your order information as well as cancel it. In the lower middle of the page there is a "Cancellation Request" section that allows you to enter a reason for cancellation and select "Request cancel" to confirm. If, however, the order has already left our shipping dock the "Request cancel" will no longer be visible. In its place you will see the "Request RMA" feature that submits a "return merchandise authorization".
Please do not send us an email to cancel your order, as emails take additional time to reach us during which your order may ship, costing you shipping fees.
Please check the Order Status page or the e-mail we sent you for your tracking number and track your package on the carrier's website. If you believe your package was lost during shipment, contact PartsTree.com Customer Service and we will communicate with the carrier to perform a "trace" on the package. We will not immediately re-ship your order or refund you until the shipper has completed the investigation. This normally takes only a few days.
If you need your parts immediately, we recommend that you re-order the parts to minimize the delay. In most cases the carrier will credit us for the lost package and we will then credit the amount to your credit card or, if you haven't re-ordered, re-ship you the parts.
If you believe your parts were damaged or lost in shipment, contact PartsTree.com Customer Service and we will communicate with the carrier on your behalf to enter a claim. Do not throw away the box or any of the contents, doing so may result in the carrier denying your claim. In the event that the carrier may want to see the packaging or parts before settling the claim, you will need these items available for inspection. PartsTree.com will immediately re-enter a replacement order for you which will be charged to the carrier in the event the damage occurred during shipment.
Generally orders are cancelled either because we have received a cancellation request from the customer or because an action by the customer required to resolve an issue with the order was not performed after multiple communication attempts by PartsTree.com Customer Service.
If you feel that your order was cancelled in error, please contact PartsTree.com Customer Service by phone or e-mail and we will resolve the issue as quickly as possible.
It is not practical to stock all of the parts available on our website, so we stock those parts we find have regular demand. This amounts to ~90% of all parts sold. We re-evaluate our stock list monthly and our inventory is constantly growing.
For parts we do not stock, we place orders every business day with our suppliers. We do not wait for days or weeks to place orders, as is often done by local dealers, so special-order parts usually arrive and ship out to PartsTree.com customers within 2-5 days of the customer order.
PartsTree.com supports the local dealer. If you need help in choosing the right piece of equipment for a task or need repair, your local dealer is your best choice to diagnose and recommend the right solution for you.
If there is no dealer that services your equipment nearby or your time is limited, PartsTree.com can be your convenient choice by providing:
Confidence - PartsTree.com easy-to-use diagrams give YOU the POWER to find the exact parts you need. The entire PartsTree.com website is designed to guide you to the correct part as opposed to explaining information to someone else viewing diagrams across a counter, possibly making mistakes. If you missed a critical piece of information using PartsTree.com, simply step away from your computer, walk over to your equipment and verify before making the purchase.
Convenience - PartsTree.com has several levels of convenience for our customers... Research your parts from your home computer, your work computer or take your laptop out to your workshop next to your equipment. Research all of your top brands on one site, PartsTree.com. When you are confident in your choice of parts and ready to make a purchase, there is no need to drive across town, through traffic and wait at a counter for service only to find they don’t have all of your needed parts in stock, requiring you repeat the trip next week. At PartsTree.com, simply add your parts to the shopping cart, check out and in a few days your box of parts arrives at your door-step.
Fast Service - PartsTree.com is the nation’s largest retailer of lawn equipment parts. Our goal is to ship over 80% of all orders within one day. To accomplish this, we stock hundreds of thousands of dollars in parts and review every part in our inventory each month using sophisticated computer programs to assure we are stocking the correct amounts. For specialty parts that are not regularly stocked by PartsTree.com, we place orders every day from our manufacturers as opposed to smaller dealers that may wait a week or more to accumulate customer orders before placing an order with the manufacturer. This means that even with special orders, over 95% of PartsTree.com customer orders are shipped within five business days.
PartsTree.com does not price-match competitors. We invest substantially in people, systems and inventory to make your experience in getting parts as easy and as fast as possible. We pride ourselves on providing the highest level of service in the industry and are continuing to invest to stay the best. You may, at times, find a cheaper part on-line, but you will likely not consistently receive it as quickly or be able to get Customer Service support when needed from discounters. Even with our efforts to be the best in delivery and support, we do maintain pricing that is competitive.
Absolutely. We follow some of the strictest guidelines regarding the internet, including Payment Card Industry (PCI) standards to design and maintain our website and commerce systems. The PCI Security Standards Council, which maintains and updates PCI standards, was established by American Express, Discover Financial Services, JCB International, MasterCard Worldwide, and Visa, Inc to create standards for secure internet commerce.
As part of PCI compliance, we use 256bit encryption for your credit card information. No credit card information is stored on our website. Visibility of your credit card information is restricted internally and password protected. Even those individuals with password authorization are allowed only partial visibility to your credit card information with all the leading account numbers masked.
To assure PartsTree.com maintains its secure status, we contract with Comodo Group Inc. to provide Secure Sockets Layer (SSL) technology, verified with a Security Certificate. The Hacker Safe logo on our main page and the secure "Lock" in your browser window indicates that our website is being tested daily and your information is safe.
Most orders ship from our warehouse located in Austin, TX. An order may ship directly from our supplier, but this will only occur if we do not have a part in stock and we determine that you will receive your order faster if we do a drop shipment.
PartsTree.com partners with several major carriers for each shipping delivery option. We offer several shipping service level options from inexpensive ground service to expedited "Air" service levels for most physical addresses, however, orders shipped to PO Boxes are limited to Standard Service.
Our Standard Service shipping starts at $7.95. Shipping and handling costs as well as service level availability such as Next Day Air are based on your location and will be displayed during check out after you enter your shipping address.
Whole Goods (equipment) and Hazardous Materials (such as spray paints, oils and lubricants) can only be shipped via ground service. These items can not be shipped outside the lower 48 US states and have a shipping rate of $14.95. There may also be additional shipping charges for oversized or overweight items. If any additional shipping charges apply, we will contact you prior to shipping your package.
Our systems do not charge or "Capture" a credit/debit card until the order has passed through PartsTree.com's packaging and shipping stations.
Your credit card is verified at the time you place the order and the amount of the order is "Authorized" as being sufficient to cover the amount of the order. Once the order is complete and shipped, the amount "Authorized" in the previous step is "Captured", or charged. The process of "Authorize" and "Capture" is the process used by all credit card companies for all credit card transactions.
Debit cards and gift cards operate in the same fashion with one difference. When an amount is authorized at your bank, the funds are actually set aside and are no longer available in your account. This is the only way a bank can guarantee the funds since you can walk into a branch and withdraw all of your money at any time. If the transaction isn't "Captured" after a length of time determined by your bank, the bank will release the funds back to your account.
Due to the nature of debit cards and gift cards, PartsTree.com does not recommend using these for on-line transactions.
If you need further clarification or have an issue with a PartsTree.com charge, please contact PartsTree.com Customer Service.
PartsTree.com offers shipping to Canada through a partnership with the USPS. PartsTree.com offers Standard Shipping starting at $29.99. All orders must be below 70lbs in total weight, and each order must be less than $1600 in total value. There is also a standard dimensional restriction of 130 inches in combined length and girth (distance around the thickest part of the parcel). We will contact you if your order exceeds any of these limitations.
PartsTree.com makes every effort to send you the right part the first time. Our order picking system requires every part to be barcode scanned to add to an order. Once having reached our packaging and shipping department, each part in an order is scanned again for completeness and correctness as packaged.
Still, a few orders ship with a wrong part. It is possible that the part was received incorrectly and wrongly-labeled or that the manufacturer sent a wrongly-labeled or damaged item, or the customer selected the wrong part while ordering, or the box and its contents were damaged during shipping.
If an error was made and the mistake was ours, we do apologize. In that event, as long as you notify us of our mistake within 90 days of receiving the shipment there will be no additional shipping or handling charges to you for returning the parts and providing you with the correct replacement parts. Contact PartsTree.com customer service via our Contact Us page and we will quickly resolve the issue.
If you ordered the wrong part, we will still do our best to help you get the correct parts, or credit you, with as little additional expense as possible. First, get a Return Merchandise Authorization (RMA) from your Order Status page. You have 30 days from receipt of your order to return the parts to us for a full refund, less shipping charges on your invoice. However, you have up to 90 days from the date you receive your order to return the part to us for a refund, less shipping charges on your invoice and a 25% restocking fee (for returns within 31-90 days). Follow the return instructions, and once we have received the parts, we will credit you for unused/new returned parts.
If you are still in urgent need of the correct parts, and have correctly identified them, place a new order with PartsTree.com immediately. Do not wait on the RMA to be processed as it will add additional time getting you the parts you need.
Please do not return-ship any parts before requesting an RMA from us and attaching the number to your return-shipment. The RMA number is extremely important as it is the critical information that allows us to identify and direct your package upon its arrival.
The best way to communicate with a PartsTree.com Customer Service representative is through the email form on our Contact Us page. All communication is directed to our customer support representatives who should be able to help you promptly with your order. If you have a very urgent issue, please call Customer Service at (512) 288-4355.