Q & A

Question & Answers
Question & Answers
Q & A

We created this page to help answer the basic questions some of you may have while using our website.

Q. Can I order parts without having to create an account?
A. Yes, you can add items to your basket and check out as a guest account.

Q. How secure is the website when it comes to our personal information?
A. Very! We do not sell, share or convey any of your personal information with anyone else. All payments are done off our site either on PayPal or a banking institutions website. We do not even have access to your full credit card information unless you opt to call in an order versus using the online checkout. If you call…Once we process your order, that information is shredded except your name, address, and phone numbers. If a week later you call and place an order with us, we will have all the information except payment methods. You will have to give us that credit card information again and we do this for your protection.

Q. How do I create an account to save all my information and is worth the time?
A. Simply follow the instructions to create an account. Yes, it is worth your time since you can view recent orders, a dashboard and a way to update account details. You can also print out past invoices of orders you have had with us.

Q. How quickly will I get my order once it is placed?
A. Most orders are processed and shipped within 24 hours of an order. We are shipping from 6 am to 3 pm eastern time. Our outgoing mail is once a day around 11 am. Anything shipped after that point goes the following day. We ship 98% of our orders USPS first class up to 15 oz and priority mail on everything else. On the larger bulkier items we either ship FedEx or drop ship directly from the manufacture and that usually is shipped UPS. How long it takes depends on the carrier and where you are located from NY.

Q. Is everything on your website in stock?
A. Yes, the majority of the items are at our location and ready to ship. We go to great lengths to make sure that every product we offer on our site is in stock. However, while these cases are rare, there may be times when we are unable to fill an order due to unanticipated demand for a certain product. If this happens we will notify you that the part you are after is on a back-order and give you the option of canceling with a full refund or to wait it out.

Q. Why can’t I log in to my account? I forgot my username and⁄or password. How do I retrieve it?
A. When creating an account with us, we ask that you create a strong password that would make it hard for less than honest folks ( Hackers) to gain access to your account with us. In the event, you lost or forgot your password, there is a link at the bottom of all of our pages on how to retrieve it. What usually happens is that an email is sent to the email address on file for your account on the steps to retrieve it.

Q. How do I subscribe/unsubscribe to email updates and Newsletters?
A. At the bottom of every page, there is a location of where you can put in your email address to receive our newsletter. We do not send out a lot of newsletters a month. The usual is 1 newsletter each month with links to parts on sale that is not normally shown on the website. We also from time to time give out discount codes that can save you up to 50% on your overall cart order. To unsubscribe is even easier.  At the bottom of any newsletter, there is a link to unsubscribe and you will no longer get our newsletter.

Q. Do I have to pay sales tax on my order?
A. If you live in NYS, we are required to collect NYS sales tax that is 8%. If you live in another state, we do not collect sales tax. If you are exempt like a farmer, repair shop or retail business that collects sales tax, we need you to fill out a tax exempt form for us to put on file showing the IRS and NYS that you are exempt and will collect the tax when you sell or use the parts for repairs and the customer is charged the tax.

Q. Do you accept check or money orders as payment options?
A. At this time we do accept checks and money orders. Please remember that it will take time for both to be processed and cleared at our local bank. This will cause a delay on when your order is actually shipped. The better option is that you can pay your bill through PayPal or Authorize.net our credit card processor.

Q. Do you offer overnight and next day delivery?
A. The short answer is yes. Due to the costs involved and past histories with carriers not making it as promised, we try and get you to just go regular mail. If you need it quickly the best option is to call us at (315) 347-1755 and ask what are the costs involved and complete the order on the phone. Some of our suppliers have warehouses throughout the US and dropshipping from that warehouse to you usually shortens the time it takes to get to you. If your order comes from a warehouse located in your state, you may be required to pay more in that order since we are charged sales tax, a drop ship fee on top of the normal shipping fee.

Q. How do I qualify for free shipping? Why don’t you ship free outside the USA?
A. If your order is over $100.00, it qualifies for free shipping. This also includes territories like PR, Hawaii, Alaska, APO, FPO, and P.O. Boxes unless it is one of the oversized products that get drop shipped….Trimmer Trap would be an example. We ship the majority of our items using USPS so if normal charges apply, you will get free shipping on those orders. On the larger items coming to you from UPS, we are required to get a physical address and phone number to complete the order.

International Shipping costs vary depending on what country you are ordering from. How international shipping works is that we check the USPS website and plug in the cost of the item, the weight and the size of the box needed to ship it to you. The site will give many options depending on its weight and size. Oversized and heavy weights can get real expensive. Please visit their site to get an idea of what those costs will be….USPS Postage Calculator.

So if you are not in the USA and want to place an order, we ask that you contact us first so that we can let you know roughly what the actual shipping charges will be. To our neighbors in Canada….it’s sad that it cost as much to ship to you as it does halfway around the globe. We are located 9 miles from the border. What many are doing is setting up mailboxes on the USA side and having us ship to them that way versus directly.

The customer is responsible for all import duties; GST and taxes incurred after order leaves USA (contact your local customs office for information on such charges). We will not mark on the package anything other than Merchandise. We will not say it cost less than the actual price nor will we mark it as a gift, warranty or educational. It is illegal so please don’t ask us to break the law.

Q. How long is each item’s warranty period?
A. We sell both OEM (Original equipment manufacturer) and aftermarket replacements. If it is a Stens product, Stens will usually warranty the part against defects for up to a year. Most of the OEM Parts are for 6 months. Remember, the part has to have some kind of a defect to get a replacement. They base it on homeowners use of how long a small engine part should hold up. This is their information:

Stens guarantees any goods supplied to Stens direct customers will be defect free in material and workmanship under normal use and service for one year from the date of purchase by the consumer. Warranty is applicable to and must be submitted by the Stens direct customer for warranty eligibility. Electrical parts, clutches, wheel motors and hydro pumps must be installed by a Stens Dealer to qualify for parts warranty coverage.

Q. Why are electrical parts, clutches, wheel motors and hydro pumps not covered?
A. The short answer is that most are not qualified and or trained on how to properly install them and the part fails from improper installation and nothing to do with an actual defective part. When installing wheel motors and hydro pumps, the whole system needs to be completely flushed to get rid of any loose particles that will cause another failure. Many simply change the filter and toss on the new pump or drive motor. In the hydraulic tank and lines are loose metal pieces that once the mower is powered up will find its way to the new part. With PTO clutches torque is very important and it varies depending on the application.

Q. How do I return something if I ordered incorrectly?
A. We accept returns for 30 days of delivery or tracking showing you received it.




Northern New York Parts guarantees satisfaction with the quality of our parts!

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