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Customer service

Got a question? Need some help? Click on any area below for more information or contact us.

FAQ

What are your customer support business hours?

Customer support is available during regular retail store hours.

Monday to Friday 8am to 7pm

Saturday 9am to 6pm

Sunday 12pm to 5pm

All times are Eastern Time Zone

Our phone numbers are 905-335-2206 or toll-free 800-227-2242

We can also be contacted at support@www.northernperformance.ca

 

How much does shipping cost?

Northern Performance offers free ground shipping within Canada, however some restrictions do apply:

  • Shipments to NT, NU, YT, certain areas in the Labrador and any rural area with very limited access to our couriers might require extra shipping charges.
  • Certain oversized products might require extra shipping charges. (Such as, but not limited to: Fifth Wheel Hitches, Grille Guards, Bumpers, Cargo Management Systems and select Tonneau Covers)

If your order requires additional shipping charges you’ll be contacted by Northern Performance either by phone or e-mail to get your confirmation on the additional freight charge or a full refund before proceeding with the order.

When will the tracking information be available?

Tracking Numbers are normally available and provided to you within 24 hrs after the order has shipped.

If you haven’t received any tracking information or order status information after 72 hrs please don’t hesitate to contact us at 1-800-227-2242 or email us at support@www.northernperformance.ca

Pickup & Drop-off is available at our Burlington, Ontario retail store. Please make sure we are notified to ensure that you’re picking up or drop off will be arranged and ready in a timely manner.

My package arrived damaged, what should I do?

Always try to inspect the package(s) upon arrival. Any shipping damages should be noted and reported to Northern Performance in order to file a claim with the courier.

 

Should your order arrive damaged, you may refuse delivery. If this occurs, please take images of the damaged product and contact Northern Performance immediately and we will arrange to ship out a replacement product as soon as possible.

 

Should you discover the product is damaged after opening the package, please take images of the damaged product and contact Northern Performance. We will schedule a pickup and a replacement will be processed as soon as we see a scan with the courier that the item has been picked-up. We kindly request customers repackage all items and accessories back into the original box for a pickup by our courier.

How do I return a product?

Northern Performance realizes that sometimes you need to return your purchased item(s).  If you’re unhappy with any item you’ve purchased, or if there has been an error with your order, and it meets our Return Requirements as shown below, it can be returned up to 30 days after the delivery date.

 

To request a Return Merchandise Authorization (RMA), please contact Northern Performance during regular store hours at 905-549-2206 or toll-free at 800-277-2242. Our store hours are listed on the “contact” page.

 

Return Requirements:

 

We will not accept any items that have been used, modified or installed

The product must be in new, original condition and returned in the original packaging.

 

Ensure the product is returned with all accessories, instructions/paperwork, parts and packaging material that it was sent with.

Some special-order items may be non-returnable / non-exchangeable

 

Returned products must include all original packaging, paperwork, and must be packaged properly to avoid shipping damages. Please be aware that refunds and exchanges will ONLY be processed after the returning product is received and inspected. Northern Performance will not compensate for damages incurred during the product’s installation or use or reimburse any labour or installation fees under any circumstances.

 

Please allow 3-5 business days for the refund transaction to be completed once we receive the item(s) and an additional 5-7 days for the refund to show up on your statement (times may vary depending on the financial institution).

 

Non-Returnable Items:

 

Certain items cannot be returned (except in the case of warranty or manufacturing defect):

 

  • Some special order items. Once you have proceeded with the order it cannot be cancelled, exchanged or refunded
  • Used, modified or installed products
  • Oversized products requiring LTL / Truck-Load shipping
  • Any items returned brand new or unused may incur restocking fees depending on the manufacturer.

 

What payment methods do you accept?

Secure online Visa, Mastercard, American Express or Debit payment.

I can't find the right parts.

Our website is constantly updating to include a wide range of products, if you are unable to locate a product on our website please contact us and a member of our sales team will be happy to assist you in providing you with the product.

 

Where is Northern Performance located?

Northern Performance is a Canadian owned and operated retailer since 1977.  Our retail showroom is located at 1164 Walkers Line in Burlington, Ontario.

Is my private information secure?

We do not record or save any Credit Card information.

 

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. All third parties that assist in operating our website adhere to keeping all information confidential.

 

Any of the information we collect from you may be used in one of the following ways: Process Transactions, Order Updates, Newsletters and Special Offers.

What is the expected shipping time?

Once your order ships, please refer to this shipping map for average delivery times by province:

shipping