Frequently Asked Questions
Ordering from our website
A: Once you’ve selected the parts you need and placed them in your shopping cart, click the checkout button to complete your order.
A: You may order from our website 24 hours a day, 7 days a week. You may phone your order to 800-990-9697 Monday-Friday 8:00 AM-5:00 PM, Saturday 8:00 AM to 12:00 PM Eastern time.
A: We accept Visa, and Mastercard. We also accept electronic funds tranfers.
A: Yes. Our website is encrypted using SSL (https://). It is impossible for anyone at Kent Farm to see your actual credit card numbers.
Ordering process
A: You may order on the web at www.shopkentfarm.com. You may place your order on the phone at 800-990-9697, or you may email us your order at parts@kentfarm.com.
A: You would first go to the parts tab. Select the manufacturer you are working with. Click on the manufacturer and on the next page enter your model number and click search. Click on the specific model and when the figure listing is brought up on the next screen, you can begin your search for the specific part needed. When the part is found, click on the cart icon to place the part in your shopping cart.
A: Select secure checkout and follow the instructions to complete your order.
A: If all parts are in stock, and the order is placed before 2:00PM Eastern time, your order will ship the same day. Stock orders placed after 2:00PM Eastern time will ship the following day. Orders placed after 2:00 PM on Friday or on the weekend may not ship until Monday.
A: Products that are not available for immediate shipping will be ordered and usually arrive within 7 business days. We’ll ship to you as soon as we receive product from the supplier. You can contact our Customer Service Team for an update on the status.
A: Yes, you will receive a tracking number for all packages shipping from our location in Blenheim.
A: Please allow a few hours after receiving the email with your tracking number(s) to check them. It can take a few hours for the tracking numbers to appear in the carrier’s system.
Return policy (Instructions)
A: Please call 800-990-9697 and request RMA #.
A: No. We have no way to determine if an electrical part was used for troubleshooting and damaged during that process, therefore we don’t allow returns for electrical items. Please be certain of your need for an electrical item before placing an order.
A: Sorry, We don’t offer returns on manuals.
A: You may contact us within 30 days of receiving your order, if you have a concern with its contents. Disputes older than 30 days will only be considered at our discretion.
A. Yes, our Returns Policy covers a period of 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If the order is shipped incorrectly please contact us within 30 days at 800-990-9697.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. We do not accept products that are hazardous materials, or flammable liquids or gases. Parts that have been installed, open kits, electrical parts, manuals, and products sold as clearance
Parts must be returned in their original packaging and be in resalable condition. Non stock or special ordered parts are subject to a restocking fee.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Privacy Policy
A: We will setup an account for you with your name, address and phone information for our own use. In no instance will your information be shared or sold to any third party.
A: When you submit your payment info on our website its sent directly to our merchant with no trace in our systems. We are given a unique charging ID that we can use to transact on your credit card, but is no good to any party in the event of a data breach.
A: We do use cookies to keep the contents of your shopping cart. This cookie will expire and be removed from your computer within two weeks.
Terms of Service
A: Our web content is copyrighted however we’d be happy to consider your request to use it. Please call us at 800-990-9697 before using any of the materials. Parts catalogs are freely distributed by the respective manufacturers.
A: Most businesses in Canada have to collect the goods and services tax (GST) or the harmonized sales tax (HST).
The sales tax that applies in your province or territory will be applicable.
For international customers, sales tax is not collected as long as delivery of the good or services is outside of Canada.
A: In the event you are supplied the wrong item by our staff we will make it right at no cost to you. Orders placed without the assistance of our staff are subject to any shipping and restocking costs to correct the error.
A: We have thousands of part numbers in our database, but we often do not know if our vendors still have a part available, or if they have substituted one part for another. Our website reflects the most current information we have regarding pricing and availability. That said, we reserve the right to update pricing and availability beyond what’s posted online.
International orders
A: Yes. We can ship all parts internationally. Import duties, taxes, and changes are not included and are the responsibility of the buyer. Please check with your counties customs office to determine what these costs maybe prior to buying.
A: We primarily use UPS for international shipments. For some large orders we may need to contract with a freight forwarder to ship your parts. We’re very experienced with international shipments, and welcome the opportunity to serve you.
A: Most packages shipped UPS will be delivered within 5-7 business days. Please be aware that Kent Farm can’t predict what delays may occur at the customs entry point of your country. Those delays will be out of our control.
A: Any international order over a predetermined dollar amount will require a wire transfer for payment. This is to combat credit card fraud. Once a relationship is established with a customer we may allow other payment options.
Package insurance
A: All packages are automatically insured up to $100.00. Each additional $100.00 will incur a small incremental charge.
A: The maximum declared value per individual packages can’t exceed $50,000.00
Refunds and Exchanges
A: Yes, once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If approved your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@shopkentfarm.com or 800-990-9697.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send an email to shop@shopkentfarm.com and send your item to: 9224 Allison Line, Blenheim, ON, N0P 1A0, Canada. Include your order number in the details.
Shipping
To return your product send it to: 9224 Allison Line, Blenheim, ON, N0P 1A0, Canada. Attention Customer Service.
Returns will be processed using our UPS account, the cost of return shipping will be deducted from your refund.
Shipping options & charges
A: We use UPS, Canada Post, Purolator and common carrier truck freight. UPS is our primary carrier.
A: No. We have a long standing relationship with our carrier partners. They have a proven track record with the delivery of product to our valued customers.
A: All shipping costs are determined by the size of the package and the weight. At times dimensional sizes will escalate a package into a higher rate category, than what the actual weight would call for. A large package surcharge will be applied to each UPS package whose length plus girth combined exceeds 130 inches but does exceed the maximum UPS size of 165 inches.
A: Yes. Domestic orders placed by 2:00 PM Eastern time, Monday through Friday would be eligible for expedited freight services. Freight costs for these services will be determined by the service requested, and the size and weight of the package being shipped.
A: Carriers have minimum charges regardless of the size and cost of the part. Often times adding additional parts to a small order will not significantly increase the freight charge
A: A customer service rep will contact you with an estimated freight cost. The parts you ordered may be heavy or oversized and our freight calculator was unable to determine a fair cost.
A: The most likely explanation is that our freight calculator was unable to determine dimensional size and or weight, and upon processing your shipment, the freight handling software calculated a freight cost much higher than we originally estimated. We offer thousands of part numbers and don’t have sizes or weights for some items.
A: Any customs fees, GST or VAT charges added to your order by your government are your responsibility.
A: Our goal is to recover the actual cost of shipping parts. If your freight rate seems out of line feel free to contact us for other shipping methods.
A: We have sales tax licenses to collect tax. On the order summary page there is a checkbox to remove the sales tax from your order. Kent Farm must have a tax card on file with your exemption number to not collect sales tax. We will verify this exists before processing your order. Falsely checking this box will delay your order.
A: Only those that are dry. Wet batteries that are filled with acid can not be shipped.
Credit Card Pre-Authorizations
A: A pre-authorization is a temporary hold of a specific amount of the available balance on a credit / debit card. The pre-authorization is NOT a charge and you are not responsible for paying for it. Pre-authorizations of your card do not mean that Kent Farm has received any money for your order.
A: The amount of the order plus freight.
A: All credit / debit cards are pre-authorized when a customer enters his credit card number during the checkout process. The authorization will take place before you even submit your order.
A: Unlike most businesses with regards to credit / debit cards, we sometimes must special order parts several days prior to actually shipping the parts, and getting paid for them. When you the customer give us a credit / debit card, the preauthorization guarantees us that the credit / debit card you gave as future payment will indeed be able to accept our charge. If we did not get a pre-authorization on the card, then someone could in effect go out and max out his or her available balance, leaving Kent Farm with out the ability to collect payment for ordered parts.
A: This depends on your individual credit / debit card. Upon shipment of your parts, the actual charge of the invoice will get posted to your credit / debit card. Once our actual charge is posted it can take anywhere from 24 hours to up to 3 weeks for the pre-authorization to be removed by your credit / debit card company.
A: This again depends on your credit / debit card company. We are unable to remove pre-authorizations directly through our business, we can only authorize them. We have found that most credit / debit card companies remove the preauthorization within 72 hours of our actual charge being posted.
A: We have been preauthorizing credit / debit cards for quite some time. This is not a new practice nor do we hide the fact that we must do this. This is a standard practice in the business community. Since debit cards are more in use, and are tied directly to a customer’s checking / savings account rather than a credit account, more customer’s have had questions regarding this practice. We thank you for your patience, understanding, and cooperation.
A: The most common Pre-Authorization is done at a gas pump, when swiping your card a pre-authorization is done for $75-100 before you’ve pumped any fuel to make sure that funds are available. Once you are done, the pre-auth is replaced with the actual charge.
Back orders
A: Your entire order will be held for shipment until the back ordered part arrives, unless you instruct us to ship your order incomplete. Shipping an order incomplete will incur additional freight charges for the additional shipments.
A: Yes. You may cancel a back ordered part. Please call 800-990-9697 to cancel the part. Please note that in certain instances the manufacturer may have already shipped the part to us before you call to cancel. In this instance we will not be able to stop the shipment, and restock charges may apply if you don’t want the part.
A: Each manufacturer is different. It could be a few days to as many as a few weeks. In rare instances, back orders can drag on for months until a vendor is found to fill the order.
List of manufacturers supported
A. We can supply parts for most manufacturers. Please call us at 800-990-9697 if you don’t see what you’re looking for on our site.
About Kent Farm
parts@kentfarm.com for parts sales or questions.
sales@kentfarm.com for equipment sales or questions.
orders@kentfarm.com for questions about your order.
A: The LeGros family has been in the hardware business since 1850 when they owned three stores in Quebec. In 1962 John and Rex LeGros purchased Kent Farm Supplies, founded in 1949 by H. L. Turner.
Today, Kent Farm is a fourth generation family business, still focused on its fine customers and tradition of service.
A: Part of our success is the fact that “we have it when no one else does.” customers know that when they’re in a pinch and need something NOW, one trip to Kent Farm will meet their needs. We are proud to have the largest short line business in Ontario. We hand pick everything in the store to ensure high quality.
A: No. Our product and equipment offerings can be found on our website or by calling our customer service team at 800-990-9697.
General Equipment Information
A: Left Hand or Right Hand is determined by sitting in the seat looking in the direction of travel.
A: BSN stands for before serial number. Verify your serial number and determine if your serial number is BSN the number listed.
A: ASN stands for after serial number. Verify your serial number and determine if your serial number is ASN the number listed.
A: Yes. We have individuals in service who are able to assist with technical questions. These service individuals have many responsibilities, and may not always be available for a question at the time of your call. Voicemails may need to be left in these instances.
A: The vast majority of parts sold will be OEM parts of the highest quality. In certain instances, our only option will be aftermarket, however we will almost always lead with OEM.
A: No. We only offer new or remanufactured parts. Many other companies offer used, so we allow them to fill that segment of the business. We are not comfortable offering a warranty or guarantee on a used part when we have no idea of the condition of that part.
A: Yes not all tires will be listed, please call us with your needs.