1-905-752-LUBE (5823)
We ONLY ship within the United States. For Canada & International, please call our Customer Support Team.

Frequently Asked Questions

My Account
Frequently asked questions related to users sign up, registration, account maintenance, passwords and other account functions.
My Order
Frequently asked questions related to your order.
My Invoice
Frequently asked questions relating to your invoice or payment.
Product Information
General information on products
Shipping Info
Frequent asked questions related to shipping and shipping policies.
My Account
Is there a Registration Fee?
Is there a Registration Fee?

There is no registration fee to shop at ChainGuard.com.  You can shop as a Guest or simply create a profile by clicking the Login/Sign-Up button and fill out the billing and shipping information. Once your registration is complete you may shop and check out. 

With your account you will be able to view your order history, create a wish list, track your shipments, access a quote and take advantage of special rewards and programs that may be available.

Forgot My Password?
Forgot My Password?

If you have forgotten your password simply click https://www.chainguard.com/forgot_password and submit your email address.  

Your password will be reset and you will receive an email with your updated password. 

To change your password, simply log in and go to "My Account".   


From here, choose "Update Profile".

How do I change my information?
How do I change my information?

You may change your shipping or billing information at any time.  Simply log in to your account and edit your information.  You may also add additional shipping or billing information if you have multiple addresses.

My Order
How do I check the status of my order?
How do I check the status of my order?

To check the status of your order, simply log-in to your account and select 'Order History'.

If you do not see your order status, you may also submit a query here.

Fill out the form and a ChainGuard.com Customer Service Representative will reply within 24 - 48 business hours of your request.

What does my Order Status mean?
What does my Order Status mean?

Your order status is changed depending upon where it is in the process.

Declined- For some reason your payment was unable to be processed and therfore order was not processed.

Pending- Your order is under review pending confirmation of payment.

Approved- Your payment has been collected and order confirmed.

Processing- Your order is being reviewed and processed.

Ordered- Your order is currently being fulfilled.

Backordered- We are currently out of stock of one or more of your items and are awaiting restock.

Partially Shipped- One of more of your items was shipped, and we are awaiting shipment of the remainder of your order.

Shipped- Your entire order has now shipped.

Complete- Your order has been completed. Thank you for your order!

Additionally your order may be voided or refunded.  These status reflect either obsolete products, cancelled products, or some kind of full or partial refund for returned, exchanged, or warranty items.

Can I cancel my Order
Can I cancel my Order

Most orders that have not shipped may be cancelled without penalty.  Simply complete the cancellation request form and your order will be cancelled.  In some instances orders may not be eligible for cancellation.  Special Orders or non-stocked orders may not be eligible for return.  Occasionally your order may have already shipped but the order status does not reflect this change as their is some delay in updating the status.  On these rare occasions, the order may not be eligible for cancellation.  There may be instances where the order may be redicted en route and return to our warehouse, however this will incur a charge that will be deducted from any credit or refund.

Can I return my Order?
Can I return my Order?

Your satisfaction is important to us!! 

Most orders are eligible for return however please note that goods shall not be returned by any Buyer without prior written authorization from ChainGuard.com.  Returns are subject to "Restocking Payment" to the Buyer of 25%. 

Opened lubricant containers are NON RETURNABLE. 

Special order products or Items made to order are NOT subject to return. 

No returns shall be accepted 40 days after delivery.

If you wish to return your order, simply complete the Return Request form and our Returned Item Specialists will contact you with a Return Authorization Number and details on shipping your return, All returns are shipped pre-paid, and any shipping charges related to the order are non-refundable.

When will my product ship?
When will my product ship?

Our goal is to ship your order as quickly as possible.

In stock items generally ship the SAME DAY on orders placed before 3pm EST.  Non-stock or Out of stock items have varied lead times, however most ship in 2-4 days depending upon factory conditions. Some partial orders may ship faster, however orders that qualify for the Free Shipping feature must ship complete. Any stock item ordered on Saturday or Sunday will ship next Business Day.

My Invoice
When is my payment processed?
When is my payment processed?

All payments are applied at time of purchase, regardless of stock status.  There are no subsequent charges applied to your account by us after payment is confirmed for back orders or partial shipments.

I see an additional charge on my credit card statement, why?
I see an additional charge on my credit card statement, why?

This fee is NOT processed by ChainGuard.com.  It is a fee processed by your issuing bank or credit card company.

Our business is headquartered in Canada and occasionally banks and credit card companies will mark your purchase as an 'International Purchase'.  This charge is dependent on the type of credit card you have from your issuing bank.  

We recommend you contact your credit card company and ask that this fee be removed. They will generally remove this charge for you.  

Again, this is NOT a fee charged by us, we do NOT receive this fee, and we can NOT remove or refund it for you.

How do I receive my invoice?
How do I receive my invoice?

Your invoice is automatically emailed to you upon completion of your payment.  

If you did not receive your invoice, please check your 'spam' or 'junk' folder as sometimes your email system may filter them into those folders.   If the email is moved to one of these folders, please add ChainGuard.com to your safe email list.  This will ensure you will receive Shipping Email Notifications.

I checked my junk folder and still don't see my invoice, what should I do?
I checked my junk folder and still don't see my invoice, what should I do?

There is a possibility your email address is incorrect in our database.  

To verify the correct email, try logging into your account with your email and password you used to set up your account.  

If you were able to login successfully, you can obtain a copy of your invoice from your account history. 

If you cannot log in, your email address may be spelled incorrectly in our database.  Contact ChainGuard.com representative at 905-752-LUBE (5823) and we will gladly help you.  

 

Product Information
Where can I get a Safety Data Sheet (SDS)?
Where can I get a Safety Data Sheet (SDS)?

All ChainGuard lubricants have a respective Safety Data Sheet (SDS).  ChainGuard SDS provide important information on the physical and chemical properties and safe handling of the lubricant. Prior to using any lubricant you should obtain and read the SDS carefully so the lubricant can be safely stored, handled and used in the workplace.

To obtain your SDS click here! 
 

Why is my item marked Non-Cancelable-Non-Returnable?
Why is my item marked Non-Cancelable-Non-Returnable?
ChainGuard.com would love to be able to restock any return, however some items are special blends, customized, or made to order specifically for you.  Depending upon certain design parameters, or the type of lubricant being purchased returns may not be authorized. 

In these cases, the product cannot be canceled once it is ordered, and we cannot accept returns.  While these products make up a small percentage of what we offer, we do mark most of these products as such and require that you acknowledge this before purchase.
Why is my item now obsolete?
Why is my item now obsolete?
ChainGuard rarely discontinues a product; however there cases where we will improve on a lubricant blend, or simply certain ingredients or additives are no longer available; as such, although very rare, a product may be discounted.  Occasionally there are errors or information has yet to be updated.  We apologize and offer full refunds on these orders.
Why has the price of my item changed?
Why has the price of my item changed?
Depending on the currency that you are purchasing in, the price may fluctuate. 

Typically all lubricant on ChainGuard.com are priced in US Dollars.  Our prices are subject to change at anytime. 

We always do our best to minimize price increases.  If there is an issue with a price, please contact your time for support.
Shipping Info
What is LTL?
What is LTL?

Some shipments are too heavy, or the packaging too oversized for an order to ship via regular delivery method. In these instances, they must ship by truck, generally on a pallet.  Such deliveries often cost a premium above and beyond the standard shipping costs.  The preparation and delivery of an LTL shipment is time-consuming for our warehouse staff and requires a bit more work on the end user (customer) as well, as deliveries must be scheduled and specific requirements are necessary by the various trucking companies.  Given these inherent issues, LTL costs are not always available up-front to the consumer, and as you are processing your order, you may be required to contact our sales support team to get a shipping quote.  Delivery via LTL can range from 3-10 days depending upon the distance and location of various trucking hubs in the US, and are also heavily dependent on rapidly changing fuel rates.  Therefore, costs can see fluxuations for LTL deliveries more often than regular shipping deliveries.  In some cases, IndustrialStores.com can allow the consumer to use an LTL Freight account of their own, otherwise as the shipper we reseve the right to choose the best shipping quote and carrier. LTL shipments may also delay the time-frame for tracking information to be disseminated.

Can I use my own shipping account?
Can I use my own shipping account?

Unfortunately at this time we do not allow for 3rd party or Collect shipping.  We strive to keep our shipping costs low and also meet the requirements of carriers.  Your order may ship from multiple locations, howevere, you receive one simple shipping charge, regardless of stock locations, and this allows us to ship all in stock items immediately.

Our shipping volume allows us to keep your rates lower.

For more shipping info visit our shipping page.

What are my shipping choices?
What are my shipping choices?

Currently, we ship Pre-Pay & Add for all orders. For eligible orders over $275, we offer a free shipping option.

*Oversized items, orders in excess of 100lbs, or items that ship by truck (LTL) are not eligible for Free Shipping. All orders that qualify for Free Shipping must ship complete; order will not ship until entire order has been filled, including all back orders and special orders. Free shipping is only available for Economy Shipping to the contiguous 48 states (*Alaska, Hawaii, and other territories are not eligible for free shipping). Express or Expedited orders are not eligible for Free Shipping. Cancelled items, or other changes to your order may affect eligibility for Free Shipping.

Additional shipping options are as follows:

  • Economy- Usually arrives 3 to 7 days 
  • 2-Day- Arrives in 2 business days 
  • 1-Day- Arrives next business day
  • 1-Day AM- Arrives next business day by 10:30am
  • Saturday Delivery- Available for Friday purchases in limited zones
  • LTL Shipping- Generally arrives 3-7 business days
What are the different shipping times?
What are the different shipping times?
  • Economy- Usually arrives 3 to 7 days
  • 2-Day- Arrives in 2 business days
  • 1-Day- Arrives next business day
  • 1-Day AM- Arrives next business day by 10:30am
  • Saturday Delivery- Available for Friday purchases in limited zones
  • LTL Shipping- Generally arrives 3-7 business days
How do I get free shipping?
How do I get free shipping?

Unfortunetly, there are many factors that are applicable when calculating shipment of lubricant.  These include, shipping class, weight, dimensions, pallet size, drum dimensions, pail size, and more.  At this time, ChainGuard.com doe snot offer Free Shipping.  

Oversized items, orders in excess of 100lbs, or items that ship by truck (LTL) are not eligible for Free Shipping.

 

I placed a Next Day order on the weekend, when will it ship?
I placed a Next Day order on the weekend, when will it ship?

Most in stock product that is ordered on Saturday or Sunday will ship on the next Business Day. 

Therefore a Next Day order placed on Saturday or Sunday would not ship until Monday, and scheduled to arrive for Tuesday delivery.  


*If a holiday falls on Monday, the order would ship Tuesday to arrive on Wednesday.

Please Note, if an order is set to ship by LTL Freight, the transit time will be displayed at time of order, and we currently only offer services that are displayed at time of order.