Frequently Asked Questions

How can I place my orders?

You can choose from any of the following methods: By telephone:
Local - (416) 335-1070
Toll Free - (800) 461-0781
Dial “1” for Order Desk
Order Desk Hours:
Monday – Friday from 7:30 AM – 5:00 PM Eastern Standard Time

By fax:
Local - (416) 335-1073
Toll Free - (800) 511-6311
Use our available Express Fax Order Form.

By email:
order@completelube.com
Use our available Express Fax Order Form as an attachment.
Our Customer Service staff will reply to confirm receipt of your order.  Fax and email orders can be placed at any time.
Any of the above ordering methods will get your order to you FAST!! In most cases we can ship your order the same day.
Orders placed before 11:00 AM EST are prioritized for same day shipping.  






























The choice is always yours.  Individual Team Members appreciate, and are flattered by your loyalty in asking specifically for them. But the Complete Lube Team is just that – a team. Everyone works together to provide exceptional service to all our customers, 100% of the time.

The overwhelming majority of products (filters, additives, belts, lighting, etc.) should be ordered in single unit quantities. For example, a case of part #1616 Oil System Cleaner should be ordered as 24. You will not get 24 cases, but rather 1 case of 24 bottles.

A very limited number of items should be ordered in case quantity. These include products where there is high quantity in the case such as Windshield Towel #192122 which has 2240 towels per case.

If you are unsure, please contact our Customer Service department or refer to our Confidential Price Schedule which lists the order quantity for every product.


Yes you can.  However, we would prefer that you use Complete Lube Supply/Service Champ part numbers as found in our catalogue and current Service Champ Application Guide.  Occasionally there are inconsistencies in applications by filter manufacturer.  These inconsistencies may result in misapplications when cross referencing.  To ensure the correct product is received, always refer to current CLS resource information.

In order to serve you as quickly as possible, your order is printed in the Complete Lube Supply Distribution Center closest to you within 30 seconds of it being entered into our computer system.  Due to the sheer volume of orders we process each day, it is very difficult to match “add-ons” to original orders. If you must add on to your order, please note that it may ship as a separate order which may be subject to freight charges. Your Customer Service Rep will inform you if this is the case.  Please take time before placing your order to ensure you have everything you need.

Orders placed with Complete Lube Supply by 11:00 AM EST will ship the same business day in most cases from the distribution centre nearest to you. We receive approximately 70% of all orders for a given week on Monday and Tuesday.

Monday and Tuesday represent the greatest challenge in meeting our same-day shipping goal. This is much like wait and service times at your lube centre on a Saturday being more challenging than on a Monday or Tuesday.

With this in mind, if you can place your order on Sunday (by fax, or e-mail) your order will be input into our system first thing Monday morning, ensuring it will be shipped to you that same business day.

Likewise, on Wednesday and Thursday we are often able to ship orders received as late as 2:30 PM EST the same day.

The bottom line is the earlier in the day we get your order, the better the chance it will get out that same day.

We ship most orders by Purolator Courier.  Some larger orders may ship by common carrier.

Every effort is made to ship your entire order to you on the day it was ordered from the distribution centre nearest to you.  If a particular product is not “in stock” in the distribution centre nearest you, it may be shipped from one of our other distribution centres.  This could result in your order being delivered on consecutive days by Purolator. Your packing slip will always indicate which parts, if any, will be shipped from an alternate distribution centre.

Complete Lube Supply operates three Distribution Centers located in Toronto, Edmonton and Vancouver. In the majority of cases, your order ships from the distribution centre closest to you. Occasionally, we may ship item(s) from another of our distribution centres.  In these instances your order may be delivered on consecutive business days.

If you receive two shipments from Complete Lube Supply, your packing slip will always indicate which parts, if any, will be shipped from an alternate distribution centre.

Orders of $250* or more placed at one time and shipped to a single location are done so with freight prepaid by Complete Lube Supply. Occasionally, orders must be shipped from two different distribution centers.  In these instances, as long as the total orders are $250* or more, Complete Lube Supply still pays all freight. 

If your order is below $250, freight charges will be added to your invoice.

*Please note

  • • For all provinces $250 minimum for prepaid shipping excludes taxes, service charges and environmental handling charges. 
  • • Minimum for prepaid shipping to territories is $750 before taxes, service charges and environmental handling charges. 

Most major centres will receive 1-2 business day Purolator delivery from our three strategically located Distribution Centres, located in Toronto, Edmonton and Vancouver.

Please note that Purolator does not count Saturday, Sunday or national holidays as delivery days.

We maintain over $1,500,000 in inventory and utilize a sophisticated, customized inventory tracking program. The result is an order fill rate which averages 98.5% over the course of a year. Unless otherwise instructed by you, all backorders are held until item(s) are in stock and ready for shipping.  If backordered item(s) are not expected into stock for an extended period of time, you will be notified and will then have the option to cancel the backorder. All backorders are shipped freight prepaid by us.

All orders are pulled by a trained Complete Lube Supply team member AND double-checked by another trained Complete Lube Supply team member.  While we maintain a high level of accuracy, mistakes will occur from time to time.

Simply contact our Customer Service Department and inform them of the error as soon as it is discovered. We will either issue a credit memo OR make a freight prepaid shipment of product to correct the problem.

In most cases invoices are generated within 24 hours of your order being processed.  You have several options to choose from in receiving your invoices.

  • We will mail a formal invoice to your store or office.
  • You may also opt to receive your invoice via e-mail or fax instead of, or in addition to, the mailed copy.

The choice is yours.

We are required by law to collect Goods & Services Tax (GST) or Harmonized Sales Tax (HST) for all products sold to any customers in Canada.  In addition, we are also required to collect Provincial Sales Tax (PST) in the provinces of Manitoba and Quebec, for items which are not re-sold to your customers. These items include tools, shop supplies, equipment, etc. Items such as filters, wiper blades, chemicals, serpentine belts, etc. that are re-sold are not subject to PST.

We are required by law to collect Environmental Handling Charges (EHC) on specific products, such as oil filters, fuel filters and oil based lubricants.  Currently these charges apply only to products we sell to customers located in British Columbia, Alberta, Saskatchewan, Manitoba, Ontario and Quebec.

EHC charges are shown as a separate line item on your invoice.

For further information in regards to which products are affected and the applicable fees, please click on the link below.

http://www.usedoilrecycling.com/en

Complete Lube Supply prints a Confidential Price Schedule only once a year, usually in May. Generally, prices will not change until a new Confidential Price Schedule is printed. If circumstances beyond our control force an adjustment in prices prior to a new Confidential Price Schedule, you will be informed in writing 30 days prior to any change.

Invoices can be paid by…

  • C.O.D. (Cheque Only)
  • Open Account (Net 30 Day Terms)
  • Credit Card (Visa and MasterCard)

Simply contact our Customer Service department via telephone. They will ask you a few general questions and then place you in contact with one of our Accounts Managers. Our Accounts Managers will facilitate the account set up which will include a credit application and sales tax form (if required). Once all information is received by Complete Lube Supply, we will process the application. This usually takes 5 to 7 business days. Once approved, you will be notified that your account is open and ready for use.

Contact our Accounts Receivable Department at extension 215 to set up automated credit card payment.

Your credit card information will be encrypted and securely stored.  Once your order has shipped, your credit card will be charged the invoice amount.  The invoice will be mailed to you along with a copy of the credit card receipt.

This is very popular with Complete Lube Supply customers and a great way to earn Air Miles, frequent flyer miles or points on other programs while still benefiting from deferred payment of your invoice.

Click here for PDF file of our Complete Return Policy

 Click here for PDF file of our Product Warranty.

Contact us



Complete Lube Supply
Phone: 1-800-461-0781
Fax: 1-800-511-6311
Email: info@completelube.com

 


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All rights reserved.