FAQs / HELP

Customer Support

GENERAL INFORMATION

COVID-19

Can I still purchase from your website?

Yes! We’re currently still able to accept orders and ship nationnaly and internationally. We’d recommend ordering to addresses that you know you’ll be able to access, such as your home, as opposed to business addresses that may have restricted access.

Are you guys shipping as normal?

We're trying to. But minor delays can happening.

Our most recent update is that we're currently only shipping from our warehouses from Monday to Friday. However, we'll be catching up on weekend orders at the start of the week, so it may take a few days for you to receive your shipping confirmation email. So don't panic, we've received your order & are working as quickly as we can to dispatch it, without compromising the safety of our team.

We’ll be sure to communicate any significant delays with you using the email address that you enter at checkout.

Has Covid-19 impacted our manufacturing?

Currently, our production operations haven’t been impacted by the spread of COVID-19. We’re monitoring the situation very closely, working with local authorities in affected regions and following the advice of the World Health Organisation. The welfare and health of our suppliers and employees are a top priority for us. Should the authorities recommend taking additional action, we’ll be sure to follow their guidance.

COMPANY INFORMATION

Who are you?

We are a Canadian Manufacturer of Quad and SxS Accessories and our goal is simple. Making the Best Products, at the Best price available on the market. And for sure, with always the Best Customer service for our valuable customers!

Where are you located?

Our Manufacture Warehouse is based to Victoriaville, Quebec.

Do you have a physical store?

Unfortunately no. The only store that we have available for the moment is online.

Where do you ship?

We ship to the entire Canada and USA, including Alaska and other littles islands of the United States. Since the middle of 2021 year, we are also offering shipping to Europe and Australia.

Feel free to take a look of our shipping policy if you need more infos about where we can ship and where we can't.

PRODUCT INFORMATION

Can you help me to find the correct product that fit on my ATV/UTV?

Of course we will. Our friendly customer departement is always here to help!

Do you sell accessories that are not advertised on your website?

Unfortunately not. We are manufacturer of ATV and UTV accessories, not distributor. We only sale the products that we make by ourselves.

But, if you have any request about a new product that we could make, feel free to make a request to our customer service, and we will let know to our designers.

How are your products so much more affordable than everyone else?

When you purchase parts and accessories from PERFEX Industries, you are buying direct from the manufacturer. Buying direct means that we’ve cut out the middleman, and we’ve centralized all stages of product design, development, inventory, and shipment to our facilities.

With PERFEX, there’s no upcharge for designer names and no unreasonable margins. We’re here to give passionate riders, us included, the best quality parts and accessories at the best value, guaranteed.

I have a question about a product.

That is more than normal. Many questions may arise before passing an order. Feel free to contact our customer service anytime. All the questions are good, and it will be a pleasure to help you to fix it!

I’m a retailer, and I’d like to start selling PERFEX products?

As a dealer of PERFEX Industries aftermarket parts and accessories, your customers get top-quality products at unbeatable prices. To apply as an authorized PERFEX dealer, please fill the request information on our "Become a Dealer" page. If you get authorized, you will join our worldwide network of dealers that help better serve our customers.

We look forward to working with you!

FREQUENTLY ASKED QUESTIONS

ORDER STATUS

How do I use a coupon code?

PERFEX Industries offers coupon codes from time to time for special discounts. Please refer to the individual ad for the coupon code to know what discount is offered. Coupon codes are entered during checkout and only one coupon code can be applied at a time.

Remember, coupon codes are case sensitive.

What forms of payment do you accept?

For the convenience of our customers, we accept Visa, MasterCard, American Express, Discover, Diners Club, Interac, PayPal, Apple Pay, Google Pay and Shop Pay. PERFEX Industries ensures that your privacy and payment is completely protected. For more informations, please see our privacy policy.

Where can I find my invoice?

Once the order is confirmed, you'll receive an order confirmation email titled "WE'VE RECEIVED YOUR ORDER!". Use the link on the bottom of this email to download your PDF receipt.

I made a mistake in my order?

Error is human and we can understand that! If any error was made, please contact us directly to fix it. Example of errors that can be fixed:

- Changing the item

- Delivery/billing address

- Adding/removing item(s) to your order

- Shipping method

IMPORTANT: If you input the incorrect address at checkout, we can not be held accountable if the order goes missing. We are not liable to refund/replace this order at our fees.

I am missing an item from my order?

In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

- Your order number

- The name of the item you miss

Once we've received the above info, our Customer Support team will get this sorted for you ASAP!

ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 30 DAYS OF THE DELIVERY DATE.

You've sent me the wrong item?

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:  

- Your order number

- The name of the item you did not receive

- The name of the item you received in it's place

- A clear photograph of the item you have received

Once we've received the above info, our Customer Support team will get this sorted for you ASAP!

ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 30 DAYS OF THE DELIVERY DATE.

SHIPPING & DELIVERY

How do I track my order?

GOT A PERFEX ACCOUNT? 

Easy Peasy! Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information here. 

I DON'T HAVE A PERFEX ACCOUNT YET

Not a trouble. As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "YOUR ORDER IS ON THE WAY!". You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order can usually take around 24-48 hours to be dispatched. 

*Please note, tracking can take around 24-48 hours to update after dispatch.

What about the shipping fees?

CANADA AND USA:

We are proud to offer free shipping on order over $120 CAD to most place of Canada and United States. Order under this amount will have a $9.99 CAD shipping fees.

Unfortunately, some locations are excluded from these pricing (a little surcharge will be added on the cart). Feel free to see our shipping policy to see where we can ship for free and where we can't.

INTERNATIONNAL:

All the orders shipped outside of the Canada or USA will have shipping fees calculated at checkout, according to your delivery address.

Which carrier do you use for shipping?

We cannot guarantee a specific carrier for delivery due to location and package limitations. Our main shipping partners are:

- Canada Post

- DHL

- UPS

RETURN & REFUND

How do I start a return?

You have up to 30 days to start your return from the moment your order is delivered. Check out the information below to ensure you know just how to return your items, it’s easy – we promise!

Step 1: Go to our returns page.

Step 2: Enter your order number (example #1234) and the email associated at the order.

Step 3: Select which item(s) you are returning.

Step 4: Select the reason of the return (and quantity if necessary).

Step 5: Select your refund method.

Step 6: Confirm the return.

Items registered separately or from different orders cannot be returned within the same package, as combining orders/registered returns will slow down the refund process! If you need more info, feel free to see our return policy.

What I need to do after completing the return?

Once the return is completed, you will receive an email with the confirmation of the return. Please ship back the product(s) to to the address on the email, and do not forget to write the return number on the box.

Please keep hold of any proof of postage until you have been refunded correctly, in case you need this at a later date.

Where will I receive my refund?

All the refunds are and can only be sent on the original payment method.

I still haven't received my refund?

You're still waiting on your refund, right? We know this can be annoying! Depending on the courier & country you're returning your item(s) with, it can sometimes take UP TO 14 WORKING DAYS (excluding weekends & public holidays) to be delivered and processed by our returns team.

If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund. But if you need to get in touch with Customer Support about your return, please include in your message:

- Proof of postage (like a receipt)

- The tracking number

- Your order number

We'll then get back to you as soon as we can!

WARRANTY INFORMATION

Are your products covered by a warranty?

Not yet finished. In construction.

How to initiate a warranty claim?

Not yet finished. In construction.

GET IN TOUCH

Have an additional questions about your order, or a general enquiry?