KYB Shocks & Struts Excel-G Rear Shock Absorber 2013-2016 Ford Fusion

At OFF-ROAD CANADA, we assist in processing warranty claims for the products we sell, in accordance with the manufacturer's warranty policy. Our role is to help streamline the process and ensure you receive the support you need.

Warranty Coverage

1. Warranty PeriodThe warranty period and specific terms are defined by the manufacturer. Please refer to the product documentation or contact us for specific warranty information.
2. What is CoveredTypically includes defects in materials and workmanship under normal use. Repair or replacement of defective parts or products, as determined by the manufacturer.
3. What is Not Covered

Warranty Claim Process

1. SubmissionTo submit a warranty claim, use the Warranty Claim Form available on our website. Provide detailed and accurate information, including proof of purchase, product details, and a description of the issue.
2. EvaluationOur team will review your claim and may request additional information or documentation. We will coordinate with the manufacturer to determine the validity of the claim based on their policy.
3. ResolutionIf the claim is approved, we will facilitate the repair or replacement of the product as per the manufacturer's decision. The manufacturer’s decision regarding the claim is final.

Customer Responsibilities

1. Proof of PurchaseCustomers must provide a valid proof of purchase (receipt or invoice) for all warranty claims.
2. Product ReturnIf required, customers may need to return the defective product for evaluation. Shipping costs may be covered or reimbursed according to the manufacturer’s policy.
3. Timely ReportingCustomers should report any defects as soon as they are discovered within the warranty period.
4. Shipping Duties & TaxesRecipients of warranty replacements are responsible for any shipping duties, taxes, and related fees. These charges are not covered under our warranty policy and must be paid by the recipient upon delivery of the replacement product.
5. Warranty Deductible FeeAll warranty claims submitted may be subject to a deductible fee of $100 (one hundred dollars). This deductible covers processing costs, duties, customs, and brokerage fees associated with the handling and fulfillment of the warranty service. The deductible is payable by the customer at the time of the warranty claim and is non-refundable. This fee applies to each individual warranty claim submitted.

Contact Information

For any questions or assistance regarding our warranty policy, please contact our customer service team at:

• Email: info@off-road.ca
• Phone: TOLL-FREE: +1 (833) 633-7622
• Address: 4-4699 Keele St., North York, Ontario M3J 2N8, Canada

We are here to assist you and ensure that your warranty claims are processed efficiently. Thank you for choosing OFF-ROAD CANADA.

WARRANTY CLAIM

IMPORTANT: Please only submit your warranty claim ONCE! Duplicate requests can cause your claim process to take longer. Once you have submitted the form, you should receive a confirmation email that we have received your request. Please allow 24-48 hours for us to process your request and send you further instructions.

To submit a warranty claim, please visit our website and fill out the Warranty Claim Form.

For All Customers

At this time, we do not ship to any countries other than Canada and the United States. Shipping charges for your order will be calculated and displayed at checkout. Enjoy no customs, brokerage, or duty fees on all your orders; we ensure a hassle-free experience by covering all customs, brokerage, and duties fees, so there are no additional costs for you upon delivery.

At OFF-ROAD CANADA, we strive to provide you with the best shopping experience. To ensure transparency and fairness, we have established the following shipping policy:

Handling Policy

At OFF-ROAD CANADA, we strive to provide you with the best service and quality products. As part of our commitment to excellence, please be advised that there is a handling period of 1-14 one to fourteen business days before we process and ship your order.

The anticipated shipping date is determined by assessing the time required to acquire and prepare your products, combined with the average courier speed based on the shipping destination. During peak holiday seasons, we kindly ask for your understanding as an additional 2-3 business days may be necessary on top of the estimated shipping date, given the increased volume of orders being processed. It's worth noting that orders may be delivered slightly ahead of or after the estimated shipping date. Your patience and cooperation are greatly appreciated.

Order Status

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 24 days of receiving your shipping confirmation email, please contact us at info@off-road.ca with your name and order number, and we will look into it for you. You can also check your order status with shipping information here.

Refunds, Returns, and Exchanges

Please view our return policy page for more info. We accept returns up to 30 days after delivery if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. In the event that your order arrives damaged in any way, please email us as soon as possible at info@off-road.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at info@off-road.ca.

Express Shipping

For orders with express shipping, if you receive a bill for duties, brokerage, and taxes, please send us the invoice from the shipping carrier. Upon receipt and verification, we will cover these additional charges.

Frequently Asked Questions (FAQ)

• Q: Do you ship internationally?
  A: Currently, we only ship to Canada and the United States.
• Q: How are shipping charges calculated?
  A: Shipping charges are calculated and displayed at checkout. There are no additional customs, brokerage, or duty fees for your orders.
• Q: How do I check the status of my order?
  A: Once your order has shipped, you'll receive an email with a tracking number. Allow 48 hours for tracking information to be available. If you haven't received your order within 24 days, contact us at info@off-road.ca with your name and order number.
• Q: What is your return policy?
  A: View our return policy page for details. We accept returns up to 30 days after delivery for unused items in their original condition, excluding shipping costs.
• Q: What if my order arrives damaged?
  A: If your order is damaged, email us at info@off-road.ca with your order number and a photo of the item. We handle these cases on a case-by-case basis, working towards a satisfactory solution.
• Q: How can I contact customer service for further assistance?
  A: For additional questions, contact us at info@off-road.ca. We're here to help!
• Q: Is it possible to cancel my order while it's in the handling or shipping process, even if I haven't received a tracking number?
  A: Unfortunately, we are unable to cancel orders once they enter the processing stage, encompassing handling and shipping. Cancellations are only feasible within the first 24 hours of placing an order.
• Q: Why is it not possible to cancel my order if it has not been shipped directly to me?
  A: Orders cannot be canceled after direct shipping has commenced because the initiation of the order from the manufacturer is already in progress. This process involves addressing duties and brokerage fees associated with the shipment.

🇺🇸 For US Customers 🇺🇸

All orders are eligible for free shipping. Orders will be shipped within 2 business days. No local pickup option is available for US customers.

"In Stock" Definition

Image: Screenshot

When an item is listed as "In Stock," it means that the manufacturer currently has it available for fulfillment. Orders usually take 1 to 2 business days to ship.

Frequently Asked Questions (FAQ)

• Q: How long does it take for orders to ship?
  A: Orders will be shipped within 2 business days.
• Q: Is local pickup available?
  A: No, local pickup is not available for US customers.

🇨🇦 For Canadian Customers 🇨🇦

"Available from Manufacturer" Definition

Image: Screenshot

When an item is listed as "Available from Manufacturer" it means that the manufacturer currently has it available for fulfillment. However, it's important to note that all products are imported from the United States before being shipped to our customers. Therefore, we kindly ask you to allow an additional 1-14 business days for the handling process, even for "In Stock" items.
This handling period ensures that your order is processed with the utmost care and attention to detail, maintaining the high standards. We appreciate your cooperation and look forward to delivering a seamless shopping experience.

"In-Stock ready to ship next business day" Definition

Image: Screenshot

When an item is listed as "In-Stock ready to ship next business day," it indicates that the product is available in our warehouse and will be processed for shipment on the next business day following the placement of your order. Please note that orders placed after 12 PM (EST) or on weekends and public holidays will be processed on the following business day. Shipping times may vary depending on the destination and the shipping method selected at checkout. Tracking information will be provided once your order has been shipped.

Standard Shipping Charges

• For orders under $600, a flat shipping charge of $29.99 will apply.
• Please note that this charge helps cover the costs associated with processing, packaging, and shipping your order.

Free Shipping on Eligible Orders

• "Eligible orders" are those with a total value of $600 or more (before taxes and fees).
• Orders meeting this criteria qualify for free standard shipping.
• Certain oversized items may be an exception and subject to a flat rate of $99.99-$199.99. This is due to the significant shipping costs associated with these items.

Oversized Items

• Oversized items are identified as products that, due to their size or weight, incur higher shipping costs.
• The flat rate of $99.99-$199.99 for oversized items is necessary to offset the substantial expenses involved in shipping such products.

Exceptional Value, Responsible Policy

• Our commitment to offering free shipping on eligible orders is based on providing you with exceptional value.
• The $99.99-$199.99 flat rate for oversized items ensures that we can continue to make these products available to you without incurring a net loss.

Oversized Item Disclaimer

• We understand that the $99.99-$199.99 flat rate for oversized items may seem high. However, please be aware that these items incur substantial shipping fees, and our policy ensures their availability to you.

In-store Pickup

You can skip the shipping fees with free local pickup at 4699 Keele St., North York, ON CANADA. After placing your order and selecting local pickup at checkout, depending on the vendor, in most cases orders can take up to 1-2 weeks to be processed, and in some cases, again only depending on the vendor, orders can even take up to 3 weeks to be ready for pick up. Once your order has been processed & is ready for pick up you will receive an email confirmation along with instructions on how to collect your order. Our in-store pickup hours are from Monday till Friday from 10 AM to 6:30 PM, and from Saturday till Sunday from 11 AM to 3:30 PM. Please have your order confirmation email with you when you come.

Frequently Asked Questions (FAQ)

• Q: What are the standard shipping charges?
  A: For orders under $600, a flat shipping charge of $29.99 will apply.
• Q: How can I qualify for free shipping?
  A: Orders with a total value of $600 or more (before taxes and fees) qualify for free standard shipping.
• Q: Are there any exceptions to free shipping?
  A: Certain oversized items may be subject to a flat rate of $99.99-$199.99 due to significant shipping costs.
• Q: What are oversized items?
  A: Oversized items are products that incur higher shipping costs due to their size or weight.
• Q: Is local pickup available?
  A: Yes, free local pickup is available at 4699 Keele St., North York, ON CANADA.

Shipping Rates and Estimates & Eligibility
At this time, we do not ship to any countries other than Canada and the United States. Shipping charges for your order will be calculated and displayed at checkout. Enjoy no customs, brokerage, or duty fees on all your orders; We ensure a hassle-free experience by covering all customs, brokerage, and duties fees, so there are no additional costs for you upon delivery.

At OFF-ROAD.ca, we strive to provide you with the best shopping experience. To ensure transparency and fairness, we have established the following shipping policy:

1. Standard Shipping Charges:

   • For orders under $500, a flat shipping charge of $29.99 will apply.
   • Please note that this charge helps cover the costs associated with processing, packaging, and shipping your order.

2. Free Shipping on Eligible Orders:

   • "Eligible orders" are those with a total value of $500 or more (before taxes and fees).
   • Orders meeting this criteria qualify for free standard shipping.
   • Certain oversized items may be an exception and subject to a flat rate of $99.99. This is due to the significant shipping costs associated with these items.

3. Oversized Items:

   • Oversized items are identified as products that, due to their size or weight, incur higher shipping costs.
   • The flat rate of $99.99 for oversized items is necessary to offset the substantial expenses involved in shipping such products.

4. Exceptional Value, Responsible Policy:

   • Our commitment to offering free shipping on eligible orders is based on providing you with exceptional value.
   • The $99.99 flat rate for oversized items ensures that we can continue to make these products available to you without incurring a net loss.

5. Oversized Item Disclaimer:

   • We understand that the $99.99 flat rate for oversized items may seem high. However, please be aware that these items incur substantial shipping fees, and our policy ensures their availability to you.

Handling Policy
At OFF-ROAD.ca , we strive to provide you with the best service and quality products. As part of our commitment to excellence, please be advised that there is a handling period of (1-14) one to fourteen business days before we process and ship your order.

The anticipated shipping date is determined by assessing the time required to acquire and prepare your products, combined with the average courier speed based on the shipping destination. During peak holiday seasons, we kindly ask for your understanding as an additional 2-3 business days may be necessary on top of the estimated shipping date, given the increased volume of orders being processed. It's worth noting that orders may be delivered slightly ahead of or after the estimated shipping date. Your patience and cooperation are greatly appreciated.

"In Stock" Definition
When an item is listed as "In Stock," it means that the manufacturer currently has it available for fulfillment. However, it's important to note that all products are imported from the United States before being shipped to our customers. Therefore, we kindly ask you to allow an additional 1-14 business days for the handling process, even for "In Stock items".

This handling period ensures that your order is processed with the utmost care and attention to detail, maintaining the high standards. We appreciate your cooperation and look forward to delivering a seamless shopping experience.

In-store pickup
You can skip the shipping fees with free local pickup at 4699 Keele St., North York, ON CANADA. After placing your order and selecting local pickup at checkout, depending on the vendor, in most cases orders can take up to 1-2 weeks to be processed, and in some cases, again only depending on the vendor, orders can even take up to 3 weeks to be ready for pick up. Once your order has been processed & is ready for pick up you will receive an email confirmation along with instructions on how to collect your order. Our in-store pickup hours are from Monday till Friday from 10AM to 6:30PM, and from Saturday till Sunday from 11AM to 3:30PM. Please have your order confirmation email with you when you come.

How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. If you haven’t received your order within 24 days of receiving your shipping confirmation email, please contact us at info@off-road.ca with your name and order number, and we will look into it for you. You can also check your order status with shipping information here.

Refunds, returns, and exchanges
Please view our return policy page for more info. We accept returns up to 30 days after delivery if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. In the event that your order arrives damaged in any way, please email us as soon as possible at info@off-road.ca with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. If you have any further questions, please don't hesitate to contact us at info@off-road.ca.

Returned Shipments & Re-shipping Policy
If your order is returned to the sender due to unsuccessful delivery attempts, we are not responsible for re-shipping it at our expense. All shipments require a signature upon delivery, and carriers will make phone calls and leave delivery slips for pickup or rescheduling. If your order is sent back to the carrier’s headquarters after multiple delivery attempts and subsequently returned to us, you will be responsible for covering the shipping cost to have it re-sent to you.

Express Shipping
For orders with express shipping, if you receive a bill for duties, brokerage, and taxes, please send us the invoice from the shipping carrier. Upon receipt and verification, we will cover these additional charges.

Frequently Asked Questions // FAQ
Shipping Rates and Estimates
Q: Do you ship internationally?
A: Currently, we only ship to Canada and the United States.

Q: How are shipping charges calculated?
A: Shipping charges are calculated and displayed at checkout. There are no additional customs, brokerage, or duty fees for your orders.

Handling Policy
Q: Why does it take 1-14 business days for my order to be processed?
A: Our commitment to providing quality products involves a handling period of 1-14 business days. This allows us to acquire and prepare your items, considering average courier speeds and destination. 

Q: What does "In Stock" mean?
A: "In Stock" indicates the product is available for fulfillment. However, all items are imported from the United States, so please allow an additional 1-14 business days for processing, even for "In Stock" items.

Q: Can my order be delivered before or after the estimated shipping date?
A: Yes, orders may be delivered slightly ahead of or after the estimated shipping date. Your patience is appreciated.

In-store Pickup
Q: Can I pick up my order locally to avoid shipping fees?
A: Yes, free local pickup is available at 4699 Keele St., North York, ON CANADA. Orders may take 1-3 weeks to be processed. Pickup hours are Monday-Friday (10AM-6:30PM) and Saturday-Sunday (11AM-3:30PM). Please bring your order confirmation email.

Order Status
Q: How do I check the status of my order?
A: Once your order has shipped, you'll receive an email with a tracking number. Allow 48 hours for tracking information to be available. If you haven't received your order within 24 days, contact us at info@off-road.ca with your name and order number.
Refunds, Returns, and Exchanges

Q: What is your return policy?
A: View our return policy page for details. We accept returns up to 30 days after delivery for unused items in their original condition, excluding shipping costs.

Q: What if my order arrives damaged?
A: If your order is damaged, email us at info@off-road.ca with your order number and a photo of the item. We handle these cases on a case-by-case basis, working towards a satisfactory solution.

Q: How can I contact customer service for further assistance?
A: For additional questions, contact us at info@off-road.ca. We're here to help!

Cancelation 
Q: Is it possible to cancel my order while it's in the handling or shipping process, even if I haven't received a tracking number?

A: Unfortunately, we are unable to cancel orders once they enter the processing stage , encompassing handling and shipping. Cancellations are only feasible within the first 24 hours of placing an order.

Q: Why is it not possible to cancel my order if it has not been shipped directly to me?
A: Orders cannot be canceled after direct shipping has commenced because the initiation of the order from the manufacturer is already in progress. This process involves addressing duties and brokerage fees associated with the shipment.

At Off Road Canada™, we are committed to providing you with high-quality products and exceptional customer service. We want you to be completely satisfied with your purchase, and we offer a 30-day guarantee to ensure your happiness. If you are not satisfied with your purchase for any reason, please contact us at info@off-road.ca.

Non-returnable items
Gift cards, Custom made products, All Depo Products, Electronics and Toys. To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer. There are certain situations where only partial refunds are granted:

• Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
• Any item that is returned more than 30 days after delivery.

Please be advised that we don't take back damaged boxes or boxes that have writing on them.

Returns and Refunds
We offer a 30-day return policy for unused items that are returned in their original packaging. However, we do not issue refunds for items that have been used, worn, or damaged through normal use or misuse. If you return an item that is not approved by our team, without a valid reason, or is outside of the 30-day window, we reserve the right to charge a restocking fee of up to 30% of the purchase price. We don't take back damaged boxes or boxes that have writing on them; otherwise, we reserve the right to charge a restocking fee of up to 50% of the purchase price.

To initiate a return, please email us at info@off-road.ca within 30 days of delivery and provide your order number and reason for the return. All returns must be approved by our team before shipping the product back to us. Items must be returned in their original packaging and in unused condition. Please include your order number and shipping name in your return package to help us quickly process your return. Customers are responsible for return shipping costs unless the item was damaged upon receipt. We do not reimburse shipping costs.

Upon receipt of your return, it may take up to 10 business days for us to inspect your item(s). After we confirm that all returned items are in good condition, please allow up to 40 business days from the date we confirm your refund to process. If you do not receive your refund after we have confirmed it has been processed and successfully refunded, please contact your financial institution.

All refunds are processed in Canadian Dollar ($CAD), the same as the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

Final Sale Items Policy
Please be aware that certain products are considered final sale and are not eligible for returns or refunds. This policy applies to:

• BDS Suspensions (All): Due to their custom nature and the costs associated with shipping and handling, all purchases are final.
• BC Racing (Modified): Modified BC Racing products are custom tailored to specific requirements and therefore are non-returnable and non-refundable.
• Custom-Built Orders: Products that are built on order with custom configurations cannot be returned or refunded. Please ensure your specifications are correct before placing your order.

Cancellation Policy
Please note that any changes or cancellations to an order must be made within 24 hours of placing the order. After this timeframe, we may not be able to accommodate your request as the order will have already entered the processing phase. If you do cancel your order within 24 hours, we will process your refund within 10 business days. If you do cancel after the 24-hour mark, you will be subject to a 30% restocking fee.

Late or missing refunds
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@off-road.ca.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@off-road.ca and send your item to: 4-4699 Keele St., North York, Ontario M3J 2N8, Canada.

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will be informed about your return.

Shipping
To return your product, you should mail your product to:

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don't guarantee that we will receive your returned item. Please give us a call at TOLL-FREE: +1 (833) 633-7622 with any questions.

Special Order Items
Special Order items are products not stocked at Off Road Auto Parts’ warehouses, and are therefore only ordered from a manufacturer after a customer places an order for them. These items are identified on off-road.shop or off-road.ca with a message below the price containing “Special Order” or "Pre-order". Special Order items may be subject to additional terms, restrictions, or fees regarding returns and order cancellations, as explained below.

Disclaimer of Liability for Incorrect Prices due to Algorithmic and System Errors and Bugs
We strive to ensure the accuracy of the information on our website, including product prices and inventory levels. However, in the event of an algorithmic or system error or bug, the prices displayed on our website may be incorrect. Therefore, we reserve the right to refuse or cancel any orders placed for products listed at an incorrect price. If such an error occurs, we will contact you to inform you of the correct price and give you the option to proceed with the order at the correct price or to cancel the order. We apologize for any inconvenience this may cause and appreciate your understanding.

Financed Orders
All orders placed with financing options are final and non-refundable. However, customers may be eligible for an exchange of their purchased items if they contact our customer service department within 2 hours of the order being placed. Please note that exchanges are subject to the availability of the desired product and additional terms may apply. Contact our support team for more details.

### RETURN REQUEST

IMPORTANT: Please only submit your return request ONCE! Duplicate requests can cause your return process to take longer. Once you have submitted the form, you should receive a confirmation email that we have received your request. Please allow 24-48 hours for us to process your request and send you further instructions. Please be reminded that all returned items are subject to a 30% re-stocking fee. This fee is necessary to cover various costs incurred, including:

• Shipping costs to the consumer
• Import fees
• Taxes
• Duties
• Re-stocking fee to the manufacturer

To submit a return request, please visit our website and fill out the RETURN FORM.