Frequently Asked Questions

Customer Service & Phone Orders (888)905-6287

We have taken some of your most Frequently Asked Questions and listed them below in an effort to help you understand how our company and website work. These are real questions from real people. We would like to hear from you if you feel something has been left out that might help someone else to understand us better. Please email suggested FAQ's to info@weathertechcanada.com.

If after reviewing the FAQ's below, you still have questions or concerns, feel free to call us at 1.888.905.6287 or email us at info@weathertechcanada.com. We will gladly answer any questions you might have.

Thank you.

Frequently Asked Questions

1. How does your site work?
2. I'm concerned about giving you my credit card. Can I trust your site to be secure?
3. I want to order via phone, fax or mail. How do I do that?
4. I'm having trouble installing or using my WeatherTech^® Products. How do I get more information?
5. What is your company's shipping policy?
6. I live outside Canada. What about shipping there? And how much?
7. What is your return policy?
8. I thought the rear mats are universal? Why do mine seem too big?

1. How does your site work?

If you know the Make, Year and Model of the vehicle your shopping for, proceed to Shop by Vehicle. Here, you can see every product we offer for your specific Make, Year and Model. Once there, we might need to ask you one or two more questions to narrow down the exact part number for your vehicle, but don't worry...the questions are fun and easy!
Now, if you've come to our website to purchase a gift and don't know the Make, Year and Model, no problem! Follow me to Shop By Products, and there you will find many gift items that don't require detailed information about a vehicle.

2. I'm concerned about giving you my credit card. Can I trust your site to be secure?

You can be fully assured that our website is a secure website. Your personal information including credit card number, is transmitted over the Internet via an SSL (Secure Socket Layer) encrypted session. This method allows only the person who you choose to send information to, the only person that sees it. We have chosen VeriSign to be the verifying authority as to the level of security our website maintains. They have issued our company a certificate stating that:

• This site has a VeriSign Secure Server ID.
• VeriSign has verified the organizational name and that NORTHERN PERFORMANCE (HAMILTON) LTD has the proof of right to use it.
• This site legitimately runs under the auspices of NORTHERN PERFORMANCE (HAMILTON) LTD.
• All information sent to this site, if in an SSL session, is encrypted, protecting against disclosure to third parties.

Included in the certificate are the effective dates of our secure site certificate.

3. I want to order via phone, fax or mail. How do I do that?

You are more than welcome to call us! Our telephone number is 1.888.905.6287. We have customer service representatives available during these hours:

Representatives are available:
Monday - Friday
8:30 a.m. - 6:00 p.m.
Saturday
9 a.m. - 1:00 p.m.

Shortly, we will have an order form available for you to print out from our website. Then, you can fax or mail in your order. Until then, please call 1.888.905.6287 and we will gladly fax you an order form. Payments by check are held 10 business days.

4. I'm having trouble installing or using my WeatherTech^® Products. How do I get more information?

We have many options to help you with the installation or usage of any of our WeatherTech products. Your best option is our Installation Instructions page. Pictorial installation guides, and in some cases videos, are available.

Another resource is to call us at 1.888.905.6287 and speak with one of our knowledgeable Customer Service Representatives. They can guide you through any problems or issues that might turn up.

5. What is your company's shipping policy?

Important Shipping Information:

Depending on where you live, you might not be offered all shipping options. In some cases we are not able to deliver certain products to your location.

NOTE: We cannot ship any product via air service to APO/FPO addresses.

Other important shipping information:

• Most orders will be shipped (leave the warehouse) within 48 hours. Please allow 3-10 business days for your order to arrive.
• Once your order is shipped, you will receive an email with the shipment tracking information. Once your shipment leaves WeatherTech Canada, it belongs to you, so tracking your shipment is highly recommended to avoid missed delivery.
• Two weeks prior to Christmas, no delivery times are guaranteed.
• Prices include shipping across Canada.
• Some items might be temporarily out of stock, if an item you ordered is on backorder, you will be notified via email or phone.

6. I live outside Canada. What about shipping there? And how much?

If you live in AK, HI, Puerto Rico, Guam, the USVI or have an APO/FPO box, our shopping cart technology will give you an exact dollar amount quote for the indicated products you wish to purchase.
If you are outside Canada, and the places mentioned above, we encourage you to visit our WeatherTech^® International page. Here, we might be able to help you find one of our distributors in your country. By purchasing from these individuals, you will save yourself substantial International shipping charges.
If you still are experiencing difficulty, or have additional International shipping questions, please contact us at 1.888.905.6287. Or, you may email your shipping address along with the products you are interested in to info@weathertechcanada.com.

7. What is your return policy?

Please call our Customer Service Department at 1.888.905.6287, Monday thru Friday, 9am to 5pm EST to obtain a return authorization number. Your return authorization number will be emailed to you and is valid for a period of 30 days from the date you received your order. Any returns without a valid return authorization number will be refused. Please write the authorization number below our return address on the outside of the box and enclose the RGA form in the box. Of course, all products must be returned in new, unused condition in their original box. Shipping must be prepaid on all returns. We do not accept C.O.D returns. Freight is not refundable.

All products must be returned to:
WeatherTech Canada
525 Parkdale Ave N
Hamilton, ON
L8H 5Y5

8. I thought the rear mats are universal? Why do mine seem too big?

We offer five sizes of rear All-Weather Floor Mats to accommodate most floor plans. The outer portion of each two piece mat set (W5, W20, W25, W50, W60) are designed to be trimmed to fit your vehicle, if necessary. The W25 CenterlocTM mats can be trimmed along the outer score lines. Please refrain from cutting the center tab which connects the two sides. The W20 and W50 mats have similar score lines that can be modified using a pair of household scissors or utility knife. The W5 mats can be cut between the molded squares/ovals to assure a good fit.

It is desirable to have the mat follow the contour of the rear footwell, lending protection to the sides as well. Please check the sizing prior to trimming as the mats cannot be returned once they have been trimmed.