We ship next business day on all orders

Faq

Product Information

What is the warranty on STIHL tools?

STIHL offers a full domestic warranty on all our products:

  • AS System - 3 year consumer warranty, 1 year professional warranty
  • AI Line - 3 years consumer warranty only; not intended for professional use
  • AK System - 3 year consumer warranty, 1 year professional warranty
  • AP System - 3 year consumer warranty, 1 year professional waranty
  • Pressure Washers – 2-year consumer warranty, 1 year professional warranty
  • All corded electrical products – 2 year consumer warranty, 1 year professional warranty
STIHL can also provide spare parts on all products for 10-years after the last manufacturing date. View our full warranty policy.

I've seen a product in your catalogue but it isn’t on this website – how can I buy it?

If you find a product you would like to purchase from STIHL that isn’t available from STIHL Direct, please contact your local authorized STIHL Dealer. They have access to the full-line of STIHL products.

Do you sell accessories for these tools?

STIHL provides a whole range of accessories for your tools and gardening tasks. Visit our accessories section or your local authorized STIHL Dealer.

I need more advice on how to use my tool – where can I get this from?

Please refer to the user manual you received with your tool or contact our customer service team at stihldirect.canada@stihl.ca. You can also visit your local authorized STIHL Dealer for further advice, accessories and servicing.

My tool needs servicing – what do I do?

You can get your tool serviced at an authorized Full Line STIHL Dealer. Please refer to the dealer locator or visit stihldealer.ca and select a STIHL Dealer nearest you.

How can I provide feedback about this product?

We love to hear from our customers and are confident in the quality of our tools, so please do post a review and give it a star rating on the product page.

If you are not satisfied with any aspect of your experience, please contact our customer service team at stihldirect.canada@stihl.ca

Can I buy a product in store if I do not want to buy online?

Yes, we have a network of dealers across Canada that supply STIHL products. To find your nearest Authorized STIHL Dealer, visit stihldealer.ca or click the Dealer Link on this website.

Purchasing Online

What is the returns and refunds policy?

Please refer to the Delivery and Returns section on this website.

Can I exchange a tool if I ordered the wrong one or if I have changed my mind?

Yes, you have 7 days to return your product to your local STIHL Dealer. Product must be unused and in it's original packaging. Other restrictions may apply.

My tool is faulty – how can I return it?

If you would like to return an item because it is faulty, please take your unit to an authorized Full-Line STIHL Dealer. Read the full details of our returns policy.

Do you offer gift vouchers?

We do not currently offer gift vouchers for STIHL products.

Do I need an account to buy a product?

No, you do not need to have an account, but our quick and easy checkout offers you the option to create one. It will allow you to view your order history, email subscription and edit addresses.

What payment methods do you accept?

We accept VISA, MasterCard and American Express.

Can I have my order delivered to a different address e.g. workplace?

Yes, in the checkout we will ask for the shipping address first. Then, on the payment page, choose the option to use a different billing address.

What are my delivery options?

We send out all orders using Purolator Courier. As some of the batteries STIHL provides require special handling this can cause the delivery process to take longer in certain circumstances.

Do you offer click and collect?

We do not currently offer the option to click-and-collect. However, we do have a network of STIHL Approved Dealers that you can purchase our tools from in-person.

Can I track my order?

Yes, you can track your order using the link that is emailed to you when your order is dispatched. If you cannot find this email contact our customer service team at stihldirect.canada@stihl.ca.

A customer service team member will re-send the link.

When will my order be delivered?

We send all orders via Purolator Courier.

Our goal is to ship every order next day. So if you order today, our warehouse will ship your order tomorrow. If you order on the weekend, your order will be shipped on Monday.

Tracking details will be emailed to you when your order is dispatched.

What do I do if I didn't received my delivery?

Please contact our customer service department at stihldirect.canada@stihl.ca and we will be able to investigate this for you.

My order is missing an item – where is it?

Please contact our customer service department at stihldirect.canada@stihl.ca and they will be able to investigate this for you.

Can I amend my order?

Once an order has been placed it cannot be amended.

Can I cancel my order?

We aim to dispatch your order as quickly as possible. Once an order is placed it is immediately released into our pick/ship warehouse system and cannot be intercepted. Once you receive your order you have 7 days to return it to an Authorized Full Line STIHL Dealer. Visit stihldealer.ca to locate your closest Dealer.

What are your Terms & Conditions of sale?

Refer to our delivery & returns and our terms & conditions.

How do I unsubscribe from marketing emails?

At the bottom of every email there is a link which offers this option.

Customer Service

How do I contact customer service?

Our customer service team can be contacted Monday - Friday e-mail at stihldirect.canada@stihl.ca. Customer service will response within 24 hours.

I've contacted customer service with a question but I’ve not had a reply, what shall I do?

We are sorry you have not heard back from our customer service team. We aim to reply to all inquiries within 2 working days. If you have not heard from us within 2 working days please contact us again and we will do our best to resolve the issue.

How can I make a complaint?

Please contact our customer service department at stihldirect.canada@stihl.ca and we will try to resolve your issue.

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By entering your email address, you are confirming that you would like to receive regular emails from STIHL with its latest promotions, competitions, advice, news & asking for feedback about STIHL and its tools.

You may unsubscribe at any time.

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En entrant votre adresse e-mail, vous confirmez que vous souhaitez recevoir régulièrement des e-mails de STIHL avec ses dernières promotions, concours, conseils, nouvelles + demander des commentaires sur STIHL et ses outils.

Vous pouvez vous désabonner à tout moment.