Faq

Product Information

What is the warranty on STIHL tools?

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 STIHL Canada . 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.

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 all orders via Purolator or Loomis. 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 or Loomis.

Our goal is to ship every order next day. However, this can not be guaranteed. Orders can take anywhere between 3-7 business days.

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

Faq