Frequently Asked Questions

Stens Canada Customer Service is answering calls in the order they are received. We have recently received a high call volume and have other teams assisting with receiving and answering those calls. Our goal is to thoroughly respond to your question.

We are aware there was a phone system issue recently uncovered that was disconnecting calls after they had been on hold a specific amount of time. That issue has been corrected.

The Stens Canada customer service team can also be reached by calling 877-439-3331

A primary warehouse is the location where your orders are normally processed and shipped – typically this is the warehouse closest to you. An alternate warehouse, or alternate distribution center, is one of the other Stens locations that may also stock the item that you’re wanting to order.

Visibility to inventory quantities at both your primary warehouse and at alternate distribution centers is now available. This opens the entire Stens network of distribution centers to better fulfil your order and get the parts to you quicker.

Previously an item not in stock at your primary distribution center would go into backorder status. When the next inventory replenishment was made to your primary distribution center, your item would be processed and shipped. This could be the week following the inventory replenishment or shipped with your next order.

Items fulfilled from an alternate warehouse will normally be shipped the next workday after the order is placed. These items will show on the Stens website as pending fulfillment or partially fulfilled, if all or part of the order is shipping from an alternate distribution center.

Although delivery time from an alternate distribution center is typically longer than delivery from your primary warehouse, items will be sent to you as soon as possible - most arriving much earlier than previously backordered items.

Inventory levels at each location are still being reviewed and adjusted to reduce the number of backordered items and minimize the long-term need for shipments from alternate warehouses.

If an item is not available at a secondary warehouse, and your account accepts backorders, the item will be placed on backorder. When inventory is received at the distribution center, your item will automatically ship to you, at no additional freight cost.

You can view invoices under My Account > Billing > Invoices and click on an invoice number, then click the “Download as PDF” button to print using your web browser print function. Sales order and purchase order numbers are shown by the invoice number.

If an invoice for your order can not be found, contact the Stens Canada Customer Service team at 877-439-3331 and they can assist with verifying the invoicing for the particular order.

Stens Canada is actively working to get your order documents to show the items ordered in sequence by part number. This change is expected to be implemented soon.

Stens Canada is currently unable to include a printed invoice in the shipment box. We are reviewing capabilities to enable this function in the future.

Mailed Invoices are printed the evening the items are shipped and mailed the following business day. To most quickly receive your invoice, Stens Canada can email your invoice the day your order is shipped.

To activate the invoice email feature, simply email the Stens Canada Customer Service team at orders@stens.com, include your account number and request that “Email Invoice” feature be enabled.

Invoices can be viewed under My Account > Billing > Invoices. Sales order and purchase order numbers are included on the webpage with the invoice number.

For orders which have not yet fully invoiced, you can view order information from My Account > Purchases > Purchase History and click on “Open” to display orders that are not yet invoiced, or click on “All” to display both open and invoiced order information. Sales order and purchase order numbers are both included in this list of orders.

If you have received a Return Authorization Number from the Stens Canada Customer Service team and have shipped your product back to Stens, your credit is in process.

Due to the high support activity in the recent weeks, it may take additional time to see the credit applied to your account.

Click on “Please Log In/My Account” area on the top right of the homepage, then click on the link for “Forgot/Reset Password” to the right of the Login button. Enter your email and click the button to “Send Email” and a link will be sent to your email to reset your password.

If you are unsure of the email address associated with your account, contact the Stens Canada Customer Service team at 800-439-3331.

For security reasons, there is a logout feature on the website when the site is not in use. To extend the time, hold the Ctrl key on your keyboard, then click the F5 key.

The website will require a login once per day.

Arrowhead Engineered Products/Stens Canada
100 Pippin Road
Vaughan ON L4K 4X9

Call us at 877-439-3331

Send faxes to 800-280-1306

Yes! Click “My Account” from the top of any Stens Canada webpage and select "Account Balance" under "Billing".

Stens Canada parts are sold through dealers and distributors who partner with Stens Canada. Stens Canada does not sell directly to consumers.

If you are a business and are interested in becoming a Stens customer, visit Stens Canada New Customer Information and learn more about becoming a Stens Canada customer.

If you are looking to buy a Stens Canada part for your personal use, give the Stens Canada Customer Service team a call at 877-439-3331, and we can help you to find a Stens Canada dealer in your area.

From the “My Account” information at the top of any webpage, click “Order History”.

Select the timeframe search criteria and any filters on the order desired, click on the Sales Order Number, and a pdf of the order will display for easy viewing or printing.

Order and invoice information for the selected timeframe can also be downloaded for easy reference at a later time.

To easily sort the information displayed, click on the title of any column, and the information will sort in that sequence. Click on “Show/Hide Columns” to select what information about the orders is shown on the webpage.

From the “My Account” information at the top of any webpage, click "Billing", then "Invoices".

Select the timeframe search criteria and any filters on the invoices, click on the Invoice Number desired.

From the “My Account” information at the top of any webpage, click “Order History”.

Select the timeframe search criteria and any filters desired to display order or invoice that you would like to track, click on the Tracking Number Link, and you will be link to the shipper website for reviewing the shipping information.

To easily sort the information displayed, click on the title of any column, and the information will sort in that sequence. Click on “Show/Hide Columns” to select what information about the orders is shown on the webpage.

Click "My Account" from the top of any Stens Canada webpage, and select "Print a Statememt" under "Billing".

To complete this action, you will need to have a scanning device attached to your computer. Once you have a scanning device attached, proceed to the following.

Go to the Large Order Form: From Stenscanada.ca click on “Large Order Form” or navigate to Stenscanada.ca/large order form.

Place your curser in the “Part Number” field

Scan the UPC on the Stens product. (UPC’s can be found in our catalog, on our product packaging, or on the Stens bin labels.)

The scanning device will enter the UPC number and the form will translate that UPC into a Stens Part number.

A Drop Ship is an order that is send directly to an address other than the ordering business address. Drop Ship orders are often sent directly to YOUR customer, instead of sent to your business, and resending to your customer. The minimal drop ship fee is a savings over the second mailing cost, plus your customer will receive their order quicker!

To get more information about setting up your account to have Drop Ship capabilities, contact your sales rep our the Stens Canada Customer Service team at 877-439-3331

Stens Canada accepts paper checks. Checks may be mailed to Stens Parts Canada, Inc. at:

Arrowhead Products Canada, Inc.
c/o Lockbox 920160
P.O. Box 4090 STN A
Toronto, ON M5W 0E9

You can also pay online using your checking account. Click “My Account” from the top of any Stens Canada webpage and select “Balance” under "Billing", then select "ACH" as your payment type. An ACH authorization form must be completed and on file with Stens Canada to pay by ACH/Checking Account

1. Type the an OEM part number, or another aftermarket part number, in the search field.
2. Click on the search icon to have the Stens Canada part displayed.
3. You can also click on "Brands" or "Products" at the top of any webpage, and select the information about the parts you are wanting to find.

1. Type the Stens Canada part number, an OEM part number, or another aftermarket part number in the search field.
2. Click on the search icon to have the Stens Canada part displayed.
3. You can also click on "Brands" or "Products" from the top of any webpage, and select the information about the parts you are wanting to view.

You can make your request by...

1. Call Stens Canada Customer Service at 877-439-3331.

Log into the Stens Canada website by clicking on the "Customer Log in", located at the top of any webpage.

Three website locations to place an order:

1. Search for the part using the search box, or the category selections at the top of the screen. When the part you’re interested in is displayed, click "Add to Cart".
2. Enter the part number you would like to order on the www.stenscanada.ca homepage or by clicking "Quick Order", along with the quantity, then click "Add to Cart".
3. Click on "Large Order Form" from the top of any screen, then either enter the part numbers and quantities you would like to order, or upload a file containing your parts and their quantities. This is a great way to quickly place an order for a large amount of items.

From the shopping chart, select Checkout to complete the ordering process. Stens Canada also accepts orders placed by calling Stens Customer Service at 877-439-3331 or via fax to 800-222-7836.

Related items could be Companion, Cross Sell, Substitute, Single or Shop Pack items. These parts are can be used in addition or in place of the item with which they are displayed.

This area contains filters that allow you to narrow down the number of items displayed, which helps you to find a specific part more easily. You can choose from the following filters:

• "Select Brand" - Brands for the parts listed in your search result will be represented in this area. When a specific brand is chosen, only those parts associated with that brand will remain in the display. The brands listed in this box will change as you try different terms in the on-site search box. For example, a search for "air filter" would show over 70 brands, but search for "trimmer head" would only show 8 brands.
• "Category" - Depending on the term you're searching for, parts from multiple categories might be represented in the results. Select a blue link to narrow the list of items displayed, or click on the "x" to remove a category of items from the items displayed.
• "Specs" - Specs refers to product information, such as packaging type or dimension, related to parts being displayed. Click on the plus sign (+) to expand selections.

Frequently ordered, or customer specific items can be grouped together and saved as a "Parts List". By creating and adding commonly order parts to a Parts List, reorder time for your business, or a particular customer, can be shortened and accuracy improved.

Parts Lists can be named the customer name for the parts on a specific list, or another meaningful to your reordering process, such as "Monday Orders", "Fall Orders", etc.

A Shop Pack is a multi-pack quantity instead of a single item.

A Substitute is an interchangeable item, such as a different brand or alternate part.

Pricing and availability are displayed when viewing products and adding information into the shopping cart for orders.

To change your email address, let us know by calling your Stens Canada sales rep, or calling the Stens Canada Customer Service team at 877-439-3331.

To make changes to your account, please call your Stens Canada sales rep. You can also call the Stens Canada Customer Service team at .

From “Resources” at the top of any page, click “Safety Data Sheets” and select appropriate product. The information can be printed using your browser print feature.

“Fits Models” are the manufacturer equipment models that this part will fit for replacement or maintenance purposes.

The part displayed can be used instead of the OEM number displayed with “Replaces OEM”.

Items tagged with “NEW” have been recently added to the Stens Canada offering and are typically items that are new since the last printed catalog.

An Alternate Package is the same item in a different type of packaging or quantity. Example: Viewing an air filter - a shop pack could be shown as an Alternate Package item.

A Cross Sell item could be a helpful additional purchase that is related to the item you are viewing. Example: Viewing an air filter - a Pre-filter could be shown as a Cross Sell item.

An Upsell item contains the item you are viewing, but may also have additional items. Example: Viewing an air filter – a maintenance kit could be shown as an Upsell item.

The Franzen SA6 is a precision chainsaw chain sharpening machine distributed exclusively in North America by Stens. Chains are sharpened in approximately 4 minutes with an average of 30 second setup time, freeing service technicians and other staff for other work. To learn more about the Franzen chain sharpener, click on “Franzen” from the top of any Stens webpage or contact your Stens sales representative or the customer service team at 877-439-3331 .

Click on the “Please Log In“ link to the right of the search box, then click on the link to “Reset your password” and follow the instructions.

If you still have problems logging into the website, contact Stens Canada Customer Service at 877-439-3331.

Yes. Your login id and password are stored in an encrypted format on your computer that only the Stens Canada website can decrypt. If you share the computer with others in your business or home, anyone with access to that computer can log in as you, so it is recommended to only use the “Remember me” feature if you are the only person using the computer.

Contact Stens Canada Customer Service by calling 877-439-3331.

Stens Canada has a 1 year parts and labor warranty on most parts. Any goods supplied to Stens Canada direct customers are guaranteed to be defect-free in material and workmanship under normal use and service for 1 year from the date of purchase by the consumer.

• Warranty is applicable to and must be submitted by the Stens Canada direct customer for warranty eligibility.
• Wheel motors and hydro pumps must be installed by a Stens Canada Dealer to qualify for parts or labor warranty coverage.
• Labor costs are also covered under the one-year warranty when the associated part(s) are installed by a Stens Dealer.

For full warranty details or to file a warranty claim, click on “Warranty” within the My Account area of the site, or contact us at 877-439-3331.

A written warranty on consumer equipment can not be voided because an aftermarket part was used to repair or maintain that piece of equipment. A manufacturer cannot stop you from using aftermarket parts in the repair of its products or of any other manufacturer’s products. Unless you are specifically performing a repair that you will file a warranty claim with the manufacturer, we recommend that you use aftermarket.