Common Questions and Using Our Website

Shopping and Finding Parts

Before You Order

Your Order Information

After You Order

How do I find the parts I need using PartsTree.com?

Search by Model Name or Number

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).

Search by Model Marketing Brand and Type of Equipment

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).

Search by Part Number

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.

Where do I find my marketing brand, model name/number and serial number?

All handheld equipment (like chainsaws) has a unique model tag (sticker or metal plate) with critical identifying information on it like Marketing Brand (the brand on the outside of the equipment), Model Name (usually a short string of letters and number, used by sales people to refer to a model of equipment), Model Number (usually a longer string of digits and/or letters, used by the manufacturing facility to uniquely identify a model of equipment with a specific set of features). All wheeled equipment (like mowers) has a similar model tag, but so does the engine. We strongly recommend you locate this model information to ensure you are buying the correct parts.

Visit our page How to Find Your Model Information Tags for more information.

I am searching using a part number, but I am not finding the part. What am I doing wrong?

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).

What does the term "supersede" mean?

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.

What does the term "discontinued" mean?

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.

What does "not available" mean?

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.

What does "Usually ships in x-y days" mean?

When the phrase "Usually ships in x-y days" is shown instead of the quantity of a part in stock, it means the part is not currently in our warehouse. However, we can get it from the Original Equipment Manufacturer to our warehouse and USUALLY ships from our warehouse within the number of days shown as "x-y". The estimate comes from our experience with the manufacturers but occasionally their supply issues prevent them from meeting these estimates. You can call our Customer Service agents and have them check stock at the manufacturer warehouse to be certain they will deliver within the estimate.

What does "call for availability" mean?

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.

What does "currently unavailable" mean?

When the phrase "Currently unavailable" is shown instead of the part price, it can mean several things. Generally, it means that the part cannot currently be ordered from the original equipment manufacturer, and we currently don't have any in stock. Occasionally, an OEM identifies a replacement product that this part can be superseded to, at which point we may be able to offer it for sale again. If you believe this part may be available again, please contact our Customer Service team for help in ordering this part.

What part should I replace if...? How do I install this...? What is the correct torque setting for...?

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).

Nothing will add to my shopping cart, or my shopping cart won't update, what should I do?

If you are having troubles with the functioning of the PartsTree.com Shopping Cart, please make sure that you have JavaScript and Cookies enabled for your browser. If this does not fix your issue, please consider rebooting your computer. If you are still having trouble, please contact Customer Service and they will gladly place the order for you.

What parts does PartsTree.com stock?

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.

Why should I buy parts from PartsTree.com instead of a local dealer?

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.

Do you offer price-matching with competing websites like Amazon or eBay?

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.

Is my personal and credit card information secure during checkout?

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.

What is a CVC/CSC/CVV credit card security code?

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.

What are PartsTree.com's methods of shipping?

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.

How much does PartsTree.com charge for shipping?

Our Standard Service shipping rate applies to all orders under 20lbs. that do not contain hazardous materials or oversized parts.

Where does PartsTree.com ship to?

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.

What is the status of my order?

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.

  • Order Accepted - Your order has been accepted and is in queue for processing. Your credit card information has been verified and pre-authorized for the amount of your order. Your credit card has NOT been charged yet.
  • Initial Processing - Your order is being passed from our order entry system into our order fulfillment system, where each part is evaluated against our current inventory. Most orders ship complete within 1 business day of receipt-of-order. In the event an item is not currently in stock, it will be placed on a purchase order from one of our suppliers.
  • Items on Order - Your order is currently waiting for items to arrive from our suppliers. This generally takes 1 to 5 business-days, depending on the supplier.
  • Items on Extended Backorder - Your order has experienced an unexpectedly long delay. Usually, this occurs when the part is not available our supplier or any distributors, so we must wait for more to arrive from the factory
  • Picking - The item(s) on your order are now being picked from our inventory and transferred to the Packaging and Shipping stations.
  • Packaging and Shipping - All the item(s) on your order are individually verified to assure your order is complete. The order is boxed, weighed and invoiced. A tracking number is assigned and your credit card is charged.
  • Complete - Your order has shipped and is on its way to you! You should receive an email at the end of the day containing your tracking number. This tracking number will become valid once the carrier scans the package at its distribution center.

Several special status conditions that may require action by the customer include:

  • Cancelation Request - Processing of your order has stopped. We have received your request for a cancelation.
  • Canceled - Your order has been canceled. We will not charge your credit/debit card. The pre-authorization amount on your card likely take a few days to be released by your credit card company or bank. If you need the pre-authorization released sooner, please contact your credit card company or bank and instruct them to do so.
  • CC Declined / CC Expired / CC General Error / CC Number Invalid - Processing of your order has stopped, please call us as soon as possible. We attempted to authorize your credit card or debit card and it has been declined for some reason. Please DO NOT email us any credit card or debit card information.
  • Customer Service Review / Order Under Review - Your order appears to require some special handling and is assigned to a Customer Service representative for review. If there is an issue that requires action by you, we will contact you as soon as possible to discuss the issue.
  • General Error - Processing of your order has stopped, please contact us as soon as possible.
  • Obsolete Part - Processing of your order has stopped, please contact us as soon as possible. We have identified an "Obsolete" item in your order. This means that we do not have this part in our warehouse and the manufacturer is no longer making more. If the remainder of your order contains valid parts, you may choose to approve the updated order (less the obsolete item) on your Order Status page or call us to let us know.
  • Remainder on Order - Part of your order has shipped and is on its way to you! You should receive an email at the end of the day that your package ships that contains a tracking number. This tracking number will become valid once the carrier scans the package at its distribution center. The remainder of your order is currently waiting for items to arrive from our suppliers. It will ship as soon as they arrive.
  • RMA Request - We have received your request for a Return Merchandise Authorization (RMA). A PartsTree.com Customer Service representative will contact you shortly.
  • RMA Return - Your Return Merchandise Authorization (RMA) has been approved and you may return your item(s) per the instructions e-mailed to you. We are currently waiting for your return shipment to arrive and to be processed.
  • Shipping Issue - Processing of your order has stopped, please contact us as soon as possible. Your order contains an item that is either over-size, over-weight or a hazardous item requiring special handling. A PartsTree.com Customer Service representative will contact you via e-mail and/or the phone to discuss any shipping changes or additional fees requiring approval. If you do not wish to accept the change you may cancel your order and your credit card will not be charged.
  • shopping-superseded Item - Processing of your order has stopped, please contact us as soon as possible. An item in your order has been changed by the manufacturer (shopping-superseded). The item has a different part number and may be an updated design, but is the Original Equipment Manufacturer (OEM) authorized replacement part. The price of this new item is greater than that of the item originally on your order. In order to continue processing your order, you must approve this price change. If you do not wish to accept this change you may cancel this order or contact us to remove specific items.

Has my order shipped yet?

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.

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How do I expedite my order?

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.

How do I cancel my order?

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.

Unfortunately, some parts are not eligible for cancellation, including: hydraulic pumps/motors and related parts, engines and short blocks, special order/fabricated parts, and mower decks over 21 inches.

Why was my order canceled?

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.

Where will my order ship from?

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.

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When is my credit card charged?

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.

I ordered/you sent me the wrong/defective parts, what should I do?

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.

I think my order got lost in shipment. What do I do?

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.

I think my order got damaged in shipment. What do I do?

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.

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What is the best way to reach a Customer Service representative?

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.

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I couldn't find my answer on this page, how do I contact you?

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.

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