On the PartsTree homepage, look at the navigation box near the top of the page and ensure the "Shop by Model" tab is selected. Enter your model name or number (like CS-300 or LTX1042 or 12AEB2JZ701) in the white search box and click "View Results". If more than one model matches your search a list of models will be displayed. Find your model and choose the appropriate model variation if needed (often based on serial number range, manufacturing year, or emissions standards differences).
On the PartsTree homepage, look at the navigation box near the top of the page and ensure the "Shop by Model" tab is selected. Select the Marketing Brand of your equipment (like Toro or Cub Cadet or Snapper) from the menu or click on the logo to automatically populate the Brand field. Note: not all available brand logos appear on the homepage. Then, use the second dropdown menu to select your Equipment Type (like Chainsaws or Edgers or Walk-Behind Mowers).
On the PartsTree homepage, look at the navigation box near the top of the page and ensure the "Shop by Part" tab is selected. Enter your part number (like 105-1816 or P003004780 or 1701580SM) in the white search box and click "View Results". All parts matching your search, regardless of brand, will be displayed. In some cases multiple results will show for a single unique part because it is sold under multiple Marketing Brand names, you may select any version.Back to top
Searching using a part number can be tricky. If you are unable to find the part you need this way, or would like to double check to be sure you have the correct part number, try searching for your model number to locate the part you need using the manufacturer's Illustrated Part Lists (IPLs).Back to top
From time to time, manufacturers and suppliers will change how they make a part, change what they call a part, or just change how they want to number a part. When this happens, they normally create a new part number and people trying to purchase the part by the old number are "re-directed" to the new "superseded" part number. When we supersede a part number to a new part number, it may be obvious (like the addition of letters or numbers to the beginning or end of the original part number) or it may not be (like the new part number could look nothing like the old one, as in when a part has become piece of a repair kit and the old part is no longer sold separately). If you ever have any questions about purchasing a superseded part please feel free to contact us.Back to top
A discontinued part indicates that the manufacturer no longer manufactures equipment that use this part and in turn no longer manufactures the part. If we list the part as discontinued it means we no longer have stock of this part and cannot get it.Back to top
When the phrase "Not available" is shown instead of the part price, it can mean several things. However, most importantly it is a request for you to contact our Customer Service teams for help completing your purchase. For reference, this designation can mean: the part is no longer being manufactured, the part had been changed to now require a color designation so no direct supersede exists, the part has an error in our database, or some other reason that we can investigate for you.Back to top
When the phrase "Call for availability" is shown instead of the part price, it can mean several things. However, most importantly it is a request for you to contact our Customer Service teams for help completing your purchase. For reference, this designation can mean: the part has been superseded to a new part number that has yet to be updated on our website, the part is now only available under a different brand name, the part has an error in our database, or some other reason that we will investigate after you alert us to the issue.Back to top
Unfortunately, we cannot 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 like where to find the part you need on your model’s diagrams or which version of a part is correct for your serial number. If you need help with an equipment problem or would like instruction on repairing your equipment, please consult a local Authorized Servicing Dealer or the Original Equipment Manufacturer (OEM).Back to top
It is not possible to stock all of the parts available on our website, as we have many models on our website dating back to the 1970s. As such, we stock those parts we find have regular demand. We re-evaluate our stocking levels regularly and our inventory is constantly growing. For parts we do not stock, we place purchase orders every business day with our suppliers, distributors or OEMs. So even if we don’t have the part you need in stock, if you place your order today the needed part will usually arrive at our warehouse and be headed to you in less than 5 business days.Back to top
PartsTree.com is the online department of Hill Country Outdoor Power, a local outdoor power equipment dealer in Austin, Texas. As such, we have great respect for and ask you to please support any local dealers in your area. If you need help choosing the right piece of equipment for your home or business, or you need a warranty repair done, your local dealer is the absolute best choice to diagnose and recommend the right solution for you. That said, if there is no dealer that services your equipment nearby, or your time is limited so you like to shop online, or you just want to fix your equipment yourself, PartsTree.com is here for your convenience.Back to top
We believe in providing the highest level of customer service in the online repair parts industry and we work constantly to improve our website and invest in our warehouse so that we can continue to do so. We believe in supporting our local employees with good paying jobs so that they can support their families. As such, we agree that you may at times find a "cheaper" part on Amazon or eBay or somewhere else online. The part may be a Genuine OEM part or it may be an aftermarket part. The part may be in good working condition or it may not. The website may have US-based customer service agents you can call for help or they may not. All we can be certain of is that at PartsTree.com we only sell new, genuine manufacturer authorized repair parts, and we promise to work hard to keep our pricing as competitive as possible, without compromising the high standards of quality and service we hold dear.Back to top
Absolutely. We follow some of the strictest guidelines regarding the internet, including Payment Card Industry (PCI) standards to design and maintain our website and ecommerce systems. As part of PCI compliance, we use 256bit encryption for your credit card information. To assure PartsTree.com maintains its secure status, we contract with a third party company to provide Secure Sockets Layer (SSL) technology, verified with a Security Certificate.Back to top
Card Verification Code (also Card Security Code or Card Verification Value) is a security feature that credit cards use to verify that the credit card number belongs to the user entering the security code. This number is a three or four digit number.
PartsTree.com partners with several major carriers for each shipping delivery option, including USPS, UPS and FedEx. We offer several shipping service level options from inexpensive "Ground" service to expedited "Air" service levels for most physical addresses. Hazardous Materials (such as spray paints, oils and lubricants) can only be shipped via Ground service. These items cannot 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 that must travel by Freight Carrier. If any additional shipping charges apply, we will contact you prior to shipping your package.Back to top
Our Standard Service shipping starts at $7.95 and this applies to all orders under 20lbs. that do not contain hazardous materials or oversized parts.Back to top
PartsTree.com offers shipping to all 50 US States, US Territories, US Military Bases, and Canada. Some restrictions apply to shipments outside the continental US, please contact us with any questions. If you place an order that will incur additional shipping fees or exceeds any other limitations, we will contact you.Back to top
There are two ways to view your order status on the PartsTree.com website. If you have an account, you can login to your account to view your Order History. If you do not have an account, you can click on Order Status in the green PartsTree header section on the homepage and enter your Order Number and Email Address.
Once you find your order, you will see it has a Status Condition assigned.
Several special status conditions that may require action by the customer include:
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.Back to top
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 canceled.Back to top
We pride ourselves on shipping most orders within 1 business day. Please note that orders cannot be modified or canceled 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. Please DO NOT send an email to cancel your order, as emails take additional time to reach us during which your order may ship, costing you shipping fees. You may also call the PartsTree Customer Service team to cancel your order over the phone.
On the PartsTree homepage, click on "Order Status" in the green PartsTree header section on the homepage and enter your Order Number and Email Address. This will take you to the PartsTree.com Order Tracking page specific to your order. Once on the Order Tracking page you can change and update your order information, as well as cancel it. In the lower middle of the page there is a Cancelation Request section that allows you to enter a reason for cancelation and select Request cancel to confirm. If 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 request for a return merchandise authorization.Back to top
Generally orders are canceled either because we have received a cancelation request from you or because action by you was required to resolve an issue with the order but our multiple attempts to contact you have not been successful. If you feel that your order was canceled in error, please contact us and we will resolve the issue as quickly as possible.Back to top
Most orders ship from our warehouse located in Austin, Texas. An order may ship directly from our supplier, but this will only occur if we do not have a part in stock and it only happens very rarely.Back to top
We do not charge your credit card (or debit card) until your order has shipped. That said, our systems does check to ensure your card has enough funds to cover the purchase amount at the time you place the order, this is called a "Pre-Authorization" and may be seen in the "Pending" section of your credit card transaction list. Your credit card will be charged once your order has passed through Shipping and is waiting for the Carrier to pick it up.
Note: 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 to you in your account. This is the only way a bank can guarantee the funds to us as a vendor. If the transaction is not completed after a length of time determined by your bank (usually 7 days), the bank will release the funds back to your account. Due to this nature of debit cards and gift cards, PartsTree.com does not recommend using these for online transactions.Back to top
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, for a wide variety of reasons. It is possible that the part was received incorrectly by our warehouse team, that the manufacturer sent a wrongly-labeled or damaged item, 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, please notify us immediately and 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 and we will quickly resolve the issue.
If you ordered the wrong part by mistake, we will do our best to help you get the correct parts. First, request a Return Merchandise Authorization (RMA) from our Order Status page. You have 365 days from receipt of your order to return the parts to us for a full refund, less shipping and handling charges on your invoice. Please note: all returned parts must be in new, un-used, un-installed, re-saleable condition, with their original packaging.
If you are still in urgent need of the correct parts, and have correctly identified them, we recommend you 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.Back to top
Please check the Order Status page or the email 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 any further delay. If the original package shows up later, you can return it back to us for a full refund (less shipping). If the original package does not show up later, the carrier will credit us for the lost package and we will credit the full amount to your credit card.Back to top
If you believe some of 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.
If you believe your parts were damaged or lost in shipment, please Contact Us immediately 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 as doing so may result in the carrier denying the claim. In the event that the carrier wants to see the packaging or parts before settling the claim, you will need these items available for inspection. PartsTree.com will re-enter a replacement order for you which will be charged to the carrier.
If your order is being delivered via LTL Freight, you will need to immediately inspect the packaging and contents, so that you can report any damages to the delivery driver before signing for and accepting the delivery. Please take photos of all problem areas for reference later. PartsTree.com will not be able to file a claim for damages that are not reported at time of delivery for LTL Freight shipments.Back to top
The best way to reach a Customer Service Representative is to call us! Check out our Call Center hours in the Contact Us section, where you also have the option to send us an email if you prefer.Back to top
If you cannot find the answer to your question on this page, please use our Contact Us form or call us. Our Customer Service representatives will be happy to assist you with any issue you may have with your order.Back to top