Customer Service Links

Ask the Experts

How can I contact you?

Look up replacement mower parts, snow blower accessories, and small engine parts 24/7 with ProParts Direct. Our replacement mower parts catalog is published each year and all parts can be ordered directly through our secure site. Write to us or give us a call with orders, questions, or any customer support issues 800-305-9255

Need help with a repair or seasonal tune up? Visit us on YouTube for how to videos, product reviews, and tutorials. Specials, sales, and offers are posted on our Facebook page. Make sure to visit us to get great deals on replacement mower parts!
How do I place an order?

Placing and order is easy with our Parts Search Tool. Select your brand and provide your model number to access the correct parts diagram. Replacement parts can be added to the shopping cart using the parts breakdown. Your model number is very important to ensuring you order the correct part. As long as you create a login your cart will save. If you do not your order will stay active on our site for 7 days!
Is there free shipping?

Yes, From time to time we also have Free Shipping promotions. For the best promotions make sure you create an account. Excluded from this offer are heavy and oversized items that require special handling.
Can I track my order?

Yes. As soon as your order leaves our warehouse you will receive an email with the tracking number. Please allow 24 hours after your order confirmation email is received to inquire on tracking. You can log into your account to view order history and tracking information. Click Here
What are your shipping options?

We offer regular ground shipping as well as express shipping. In some instances we can provide factory direct, Drop Shipping. If you need expedited shipping, please contact us or give us a call 800-305-9255
How long until I get my parts?

Average delivery time is 4-5 business days on items we have in stock. Uncommon parts or replacement items for older equipment mean a longer wait for delivery, but we notify you if we expect extended delays. Learn More
Can I request a catalog?

Sure, Download PDF file or Request a Catalog to request the print version. Our catalog is updated annually with new products and price changes.
How does in-store pick up work?

Entering your zip code during the checkout process allows our site to calculate distance to a valid pick-up location. If you are within 25 miles of our stores, the option for pick-up will appear. Otherwise, the item must be shipped.
Why do I need an account?

A secure account contains your order history so you can quickly see your order history and tracking information. Commercial landscape and business customers who shop while logged in will have access to discounted pricing. Customers can collect loyalty points with each purchase and be used for discounts or promotions. Create an Account today!
What does QTY mean?

The QTY or Quanitity Field in our parts diagrams refers to number of parts your machine requires. it does not reflect our Inventory. While we do stock a majority of the parts on our site, it is always best to call us at 800-305-9255 for items that are needed in a hurry to ensure proper shipping times.
Where are you Located?

ProParts Direct is located in tax free New Hampshire. We are part of the Turf Depot family, which operates four stores and supports landscapers and homeowner’s across New England. Family owned for over 80 years, Turf Depot is a trusted dealer for all the major lawn care and snow removal brands. This gives ProParts outstanding access and buying power on replacement small engine parts – all passed on to our loyal customers!
Can I become a Key Account?

Our key accounts specialists work exclusively with municipalities, grounds crews, and commercial landscapers across the country. We support mechanics, shop foreman, and purchasing agents by handling all calls in our dedicated call center, not a busy parts counter. Save time when ordering replacement parts when you establish an account with ProParts Direct. We keep your equipment make, model, and serial number on file so ordering common replacement parts is quick and easy.
Aftermarket or Genuine OEM?

We offer genuine replacement parts for all major commercial mower brands in addition to affordable aftermarket alternatives. Save money with popular aftermarket parts like Oregon mulching blades or find original Kohler small engine parts – all from ProParts Direct!
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Shipping Policy

ProParts Direct Shipping Policy

Quick Key
Lift Gate Service	Drop Shipping
Free Shipping Code	Tracking Your Package
Oversized Items	In-Store Pick Up
Shipping to Be determined

We have over 400,000 items in stock that are available for immediate shipping. YOU WILL BE CONTACTED BY EMAIL within 24 hours if your order contains a discontinued, obsolete, or back ordered part. You must submit a valid email address when completing your order.
An automated e-mail will be sent when you place your order with a reciept of your parts. A second e-mail with your tracking number will be sent once your order ships.
We use FedEx for the majority of our packages and USPS for smaller items. We strive to bring you the best service for your money when shipping your order. We offer discounts on shipping when ordering in bulk or drop-shipped parts. Please contact us at 800 305 9255 for questions regarding this.

Shipping rates for the regular season are listed below. We ship most parts the same day. Alaska and Hawaii do not qualify for Free Shipping Promotion.

Heavy or oversized items have special shipping rates – refer to Shipping Oversized Items / Freight. Provide a valid email address & telephone number so we can contact you with an accurate quote on Freight items. Call us with questions regarding shipping at 800 305 9255

Regular Shipping Rates for All Products

Continental US Streets ( 3 to 5 Business Days)
Per Shipment band	Shipping Rate	Qualifies for Free Shipping
USPS $0.00 to $20.00	$6.99	No
Fedex Ground $0.00 to $20.00	$8.49	No
Fedex $20.01 to $40.00	$9.29	No
Fedex $40.01 to $60.00	$9.95	Not at this Time
Fedex $60.01 to $100.00	$10.95	Not at this time
Fedex $100.01 to $250.00	$11.95	Not at this time
Fedex $250.01 to $499.99	$13.95
Freight Truck Shipping	$80.00 min.	No ( Will be contacted with rate if website does not display rate)

Providing Correct Information

It is critical that you provide an accurate email address, telephone number, and shipping address. We use email to provide the order invoice, shipping information, and parts questions. Open and timely communication with our customer is the best way to avoid delays in parts delivery.

Free Shipping Coupon Code

Most orders** when a Free shipping promotion is available will ship using Fedex. Free Shipping Promotions are offered to our Rewards Customers and periodically during the year.

**Free Shipping Excludes: Engines, Jrco Attachments, Grass Catchers, Ultra-Vac Assemblies, X-press Shipping, International Shipping, Whole Items (IE: Lawnmowers, Snow blowers), Blade Grinders and Alturna Mats. Shipping methods like Next Day/Express Shipping, Drop Shipping, International Shipping are not eligible for free shipping.

Freight policy also does not include Freight promotions or discounts. If your order has to be shipped by Freight Truck you will be contacted with a freight quote

Shipping Oversized Items/ Freight

Freight policy also does not include Freight promotions or discounts. If your order has to be shipped by Freight Truck you will be contacted with a freight quote.

Please Call 800 305 9255 for our best pricing on shipment of these items
Common Shipping Rates on Oversized Items*
Alturna Mats	Direct Shipping cost. We will contact you about rates
Engines	$90.00 ea. Special rates for multiple engines
Cases of Two Cycle Oil	$9.99 per case ( additional cases ship for $5.00 each + $9.99)
Blade Grinders	$29.95 Fedex / $80.00 Freight Truck
Blades ( Qty of 15 or more)	Call For Pricing
Jrco Accessories	$79.95 - Ships Fedex
2 Cycle Equipment	Call For Pricing
Tires 18 inch. Diameter & larger	$24.99 ea. Special rates for multiples
Tire and Wheel Assemblies	We will contact you for Quote
Truck Loader Hose	$14.95 for up to 8 in dia. / $39.95 for 10 in and 12 in. dia.
Bark Mulch Hose	$39.95 within in New England
Gas Cans	$9.95 for 1 / 2 or more $14.95
Deck Shells	You will receive Phone Call or email with a quote
Orders Over 100Lbs	You will receive Phone Call or email with a quote

* You will be contacted if additional freight is required.

Tracking a Package
Login into your account and use your order number to get a tracking number and determine when your order will arrive. Please note that some orders may not be available for tracking through the website due to the method of shipping, the weight of item and/or price of order. As always, contact us with questions and we will assist with your order. Please allow up to 24 hours for tracking information and order processing information to be available AFTER you have received your confirmation e-mail that your order has been shipped. Orders could possibly be shipped from multiple locations. Click here to track a package
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How long will it take until I get my parts?
Most orders from take 4 to 5 business days to get to you - 1 business day to process and 3 to 4 business days on a delivery truck. So if you ordered on Monday between 8 am EST to 5 pm EST your order will process that day and leave here, if you are on the east coast you should have the part in your hand on Thursday, Friday the latest. If you place your order after 4 pm EST. Your order will process on Tuesday and you will get your part on the following Monday. West coast orders take about 5 days in transit time. If you place an order on Saturday or Sunday it will process on Monday. If you live in the New England area it is usually 1 business day in shipping time.

If we do not have the parts in stock we order direct from the manufacturer directly and it usually adds 2 or 3 days to the order. We will send you an email notification if this happens. You can also call us at 800-305-9255 for a more accurate update on inventory levels and shipping times.

In the event we cannot complete your order and parts cannot be drop shipped, you will be notified by email and phone. You will be given the option to cancel the order or continue to wait. We also will half ship your order if you request. We are flexible with this and would like to get you your parts. Remember attitude is everything, a good attitude will get a good response.

We are one of the largest dealers in the country so if we do not have the parts, it’s unlikely that other dealers will. In some cases, it makes sense to continue with the order instead of placing a new order somewhere else. Order fulfillment is a first come first serve basis. If you reopen another order you go to the back of the line in a back order scenario.

Need more info on shipping email us at [email protected] or call us at 800 305 9255

Drop Shipping Parts?

A part that is drop shipped means that it is being sent to you directly from the factory, speeding up ship times. Please note, not all parts brands offer drop ship.

We only drop ship the following brands: Ariens, MTD, Exmark, Snapper, Simplicity,Home-lite and Briggs & Stratton. Back to top of page

We cannot drop any other brands.

If you choose drop ship and your order does not qualify for drop ship we will notify you by email. If we do not get a response within 2 business days, we will ship your parts accordingly. I.E...Proper shipping amount or shipping promotion. Drop Ship is excluded from any Free Shipping Promotion. If you have questions regarding this please emails us at [email protected].

Need more info on shipping email us at [email protected] or call us at 800 305 9255

How does in-store pick up work?
In-Store pick up is for local customers who order online and can pick it up in our store. On most items you can pick up the next day. Please allow 24 hours for processing. If an item needs to be ordered you will be notified by email. Once your part is here and ready to be picked up you will be notified by an email or phone call. In-store pick up is for customers who live within a 25 mile radius of our 2 store locations. In cases where you are from out of state and plan on visiting any of our stores you can choose In-store pick up. If you live outside of the 25 mile radius and choose In-store pick up you will be notified of the shipping charge and YOUR CREDIT CARD WILL BE BILLED THE CORRESPONDING SHIPPING AMOUNT. To speed up order processing please do not choose In-Store pick up if you physically cannot pick up the item. Back to top of page

WHEN STUFF HAPPENS (FORCE MAJEURE) - Sometimes there is a weather delay, a vehicle breaks down, power goes out somewhere or there is some other unforeseen circumstance outside our reasonable control that prevents your package getting to you on time. These things are often referred to as “acts of God.” In those cases we will work with you and the shipping carrier to be sure you get your package as soon as possible, however, our normal shipping and delivery guarantees don’t apply.

Lift Gate Service
Lift Gate Service is required on larger items like Snowblowers and lawn tractors. This liftgate is a gate at the end of the truck that lowers the equipment safely down off of the truck. The truck driver will not help you remove the item from his truck so it is best to choose lift gate service or you will have to get a few people to remove the item. If you do not choose Lift Gate and need lift gate you will be charged automatically, plus a 25% processing fee. If the truck driver has to come back because you cannot get the item off of his truck you will be charged the freight fee. If you have a question regarding if you need a lift gate please call us at 800 305 9255

Shipping to be Determined
To be determined comes up when You choose an item and we do not nornmally ship these items to your location. For example larger items or equipment like snowblowers and generators. The site will let you place your order but we will NOT SHIP YOUR ITEM UNTIL SHIPPING IS COLLECTED so we can contact you later to provide you with a shipping quote. You can also contact us at 800 305 9255 or email at [email protected] to get a accurate shipping quote.