Order Assistance
Problems & Feedback
Problems happen. Might be manufacturing defects, user error, installation issues, damage in transit, or communication problems. Regardless of the cause, handling these problems is our priority. Please complete the form at Contact Us and this will allow us to direct the request to an agent who will quickly reach out to you and work on a solution.
Your feedback is always welcome, as it motivates us to be better or it’s a pat on the back for doing good work. Let us know at Contact Us.
What to expect after a “Request Quote” is submitted
We have a “Request Quote” feature on our site. Some items are not available for online purchase and customers may also want to speak with our knowledgeable staff before purchasing. In these instances, users will be prompted to “Request Quote”, and that request will be reviewed and assigned to an agent.
Our agent will reach out to you in short order and have a discussion to understand your needs and guide you to ensure you end up with the right equipment. There are options in many cases, and we want to make sure you are aware of them.
Payment Methods Accepted
For online orders, we accept VISA, Mastercard, Shop Pay, Apple Pay and Google Pay. Credit cards will be charged on checkout.
Additionally, our agents can process orders with e-transfers, wires, leases, American Express and Discover. In all instances, payment is due prior to shipping.
All prices shown on this site are in Canadian dollars.
Lease Financing
Lease rates shown on the site are estimates only, based on 60 month term with a $10 buyout at end of term.
Learn more here.
What to expect after you Order?
If you placed your order online, it will be assigned to one of our agents for review. You will receive an email from the agent acknowledging that the order is received and being processed. The agent will check to ensure that no extra shipping charges are applicable, and if charges do apply, they will confirm with you before processing. If the shipment is routed to the freight terminal for pick-up, the agent will confirm the address prior to shipping. We process orders assuming that you are ready and prepared for the equipment now. If you have a need to delay shipment a few days or another request, you must communicate this to our agent. Otherwise, the shipment will be processed and shipped as quickly as possible.
Online parts and accessory only orders will automatically be processed and shipped. We will not reach out unless there is an issue with the order.
We try to maintain stock of all popular items in each of our Surrey, BC and Mississauga, ON warehouses. If available, they usually ship by the next business day, although delays occur due to high volumes and carrier availability to pickup. You must then allow transit time to your location of an additional 2-10 business days under normal conditions, and these are impacted by weather and other non-controllable factors. Where items are non-stocking or we are out of product, we will provide you with an estimated shipping date.
After the order is shipped, a tracking number will be automatically sent to you through our order fulfillment system – see Tracking Order. You will also receive your invoice by email, showing your payment applied.
It is critical to be prepared for delivery – see Receiving Your Equipment Shipment.
Cancel Your Order
For orders not yet shipped, please contact us at 800-661-5313 or Contact Us. A 3% cancellation fee will be assessed on orders that have been processed but not yet shipped.
If the order has shipped and your tracking number is active, the order cannot be cancelled. Depending on the item, carrier and status of the shipment, we may be able to reroute the shipment back to our warehouse. Alternatively, if the carrier attempts to deliver, please refuse delivery and have returned to us. All shipping costs (from our warehouse and back to our warehouse), and any other related carrier charges, will be subtracted from your refund. A 3% cancellation fee will also be assessed on the order.
If the order has been delivered, please follow our Returns & Refund Policy.
Customer Readiness & Storage Charges
After purchase, we cannot store equipment for customers for any extended length of time. We understand delays happen, particularly for new builds, but we do not have the space available and there are insurance implications. We request all product is shipped within 30 days. In rare cases, we can store product for up to 60 days, but a storage fee in advance is applicable.
Shipping Damage
Please refer to Receiving Your Equipment Shipment. Receiving Your Equipment Shipment for required steps to inspect your shipment and document and damage or shortages before signing the Bill of Lading / Proof of Delivery.
Wrong Item Received
First, we apologize for the inconvenience! Please take some pictures of the item and follow our Returns & Refund Policy. We will sort out the mistake and get the correct item shipped out as soon as possible.
Returns & Refund Policy
Returns and exchanges happen from time to time, and we are committed to making the process as clear as possible.
1. Determine Eligibility for Return
Non-defective items, if in original packaging and not previously disassembled, may be returned within 14 days from the date of delivery. Customers are reminded that it is solely their responsibility to ensure product specifications meet their requirements. Special order items are not returnable. Products that have been disassembled, opened, not in original packaging, or used, are not eligible for return, and any such product that is returned will be refused for refund. Non-defective returns are subject to a 20% re-stocking fee.
Defective items and Shipping Damage Claims will be handled through our Questions, Problems & Feedback process.
2. OBTAINING A RETURN MERCHANDISE AUTHORIZATION (RMA)
Please contact our customer support at 800.661.5313 for assistance or Contact Us to request a Return Merchandise Return (RMA). We will request your reasons for return and pictures of the product to be returned prior to approving a return. If the return is approved, we will generate an RMA. The RMA validity expires after 14 days, so prompt return is critical. The RMA provided must be affixed to the return. Shipments without a valid RMA affixed to it will not be accepted at our warehouse.
3. Shipping & Inspection of Product Returned
Returns must be freight prepaid to our warehouse or they will not be accepted. Alternatively, customers can request Babco to arrange, and the shipping cost will be deducted from the refund. Customers are encouraged to take pictures when product is picked up by the carrier, including the packaging and Bill of Lading. Care should be taken to ensure the product is well packaged to avoid shipping damages that could affect the refund. All products being returned will be inspected and tested and must be in the manufacturer’s ORIGINAL PACKAGING and be 100% complete. This inspection process will usually be complete within 2-5 business days.
4. Refund Processing
If a return is eligible for a refund, Babco will, at its discretion, process the credit on the original payment method or issue a cheque.
Refunds will generally be processed within 5 business days after inspection.
5. Exchanges
Exchanges are considered as separate transactions. Customers need to request a return to be processed per steps 1 thru 4 above. A new order is to be placed for the item required.