Frequently Asked Questions

 Thank you for your ongoing patience!

As availability and shipping continuously varies on our products, we appreciate our customers patience and understanding. For more information please call us at 403-851-2930 or email us at parts@cochranetoyota.com for general ETAs.

How soon will my order ship?

We are open Monday to Friday, 7:30am-5:30pm MDT, and Saturday, 8:00am-4:30pm MDT. Orders are processed within 1-2 business days depending on the time of order. Once an order is processed, most items will arrive at our location within 1-3 business days, and will be shipped to customers within 1-2 business days from its arrival. If the order includes items that have special order parts, it could take up to 30 business days to have it shipped to our location. Please note that with inconsistent parts availability still impacting us from the COVID-19 pandemic, order times may vary significantly. You will be notified via email once we receive your order and we will update your estimated order arrival time promptly.

Is a signature required for delivery?

All orders over $100 are shipped with a signature required, if you are not going to be available at the ship-to address at the time of the delivery, our courier will not leave the package at your address. You have the option of having your package delivered to your work address, or picking it up at the courier office.

For "pick up in store" orders (to be picked up here at Cochrane Toyota), it must be picked up by the purchaser. The purchaser will need to provide a piece of government-issued ID, such as a drivers license.

Do you send out tracking numbers for every order?

We will try our best, since some products we sell are shipped directly from our suppliers, we do not always have tracking numbers available to us. When our suppliers supply us with tracking numbers, we do forward them to our customers. We are also happy to try and get tracking numbers upon request if they are needed.

What do I do if I have a problem with my order once I receive it?

If there is an issue with your order, please reach out to us by phone or email as soon as possible. Please ensure that your order confirmation or invoice readily available to streamline the process. We take our customer's concerns seriously and are dedicated to implementing processes that deter problems and resolving any concerns that may occur. 

If you have an item on the website, does it mean that it is in stock?

We do our best to keep our most popular Toyota and aftermarket parts and accessories in stock. However, product availability varies depending on vendor stock and back ordered statuses. If this occurs during your order, we will keep you informed and will expedite the delivery of your order once it arrives.

What happens if my product is on backorder?

If an item you order turns out to be on backorder for more than 4 days, we will let you know as soon as possible. You will then have the option to wait for the backorder status to change or cancel your order. If you keep your item on order your credit card will still be charged right away and it becomes a special order. Payment in advance is needed in order to place the order with our supplier and keep your space in line when the backorder status changes.

When will my credit card be charged?

Your credit card will be charged as soon as you place your order. If an item is on backorder, your card will still be processed.

What is your credit card policy?

Payment is administered by Paypal or Shopify's secure payment option.

What is your return policy?

We handle returns fairly. In most cases, shipping charges incurred to you will not be refunded. The same goes for shipping back to us. Restocking fees vary but are typically 10-25%.  Returns must be new and in the same packaging as when delivered. Please notify us within 24 hours of any missing parts! 

  • We reserve the right to refuse and return any parts that we find to have been installed, used, or do not meet the above return criteria.
  • We recommend that you do not disassemble your vehicle or render it inoperative until you have verified that the enclosed products are correct and complete.
  • If you receive a part damaged from our courier it is very important to make note of this damage on the shipment paperwork before taking possession.
  • Make sure to open and inspect your shipment immediately upon arrival. Verify that all parts are received and in undamaged condition. Check container thoroughly to avoid throwing away parts that may be wrapped in packing materials.

Pricing Policy

Prices may change without notice both online and in-store. We reserve the right to refuse to sell parts that have an error in pricing or shipping.