Your browser does not support JavaScript!

Frequently Asked Questions

Please contact us using the phone number or email below:

General

A: 
The enhanced Online Part Ordering platform provides customers with a suite of new features to streamline and improve their online part ordering experience:
  • The ability to download parts invoices through the order history
  • Purchasing parts for multiple aircraft on the same order, while shipping to different locations
  • Intuitively accessing payment terms
  • An enhanced user-experience through mobile devices and desktop
  • A handy buy-again feature
  • Instant order tracking
  • Price change and in-stock notifications
A: 
To update your profile information please send an email with your correct profile information to this address:
Or, call the numbers below:
A: 
  1. Click "Sold-To" option within the teal/blue navigation banner that can be found at the top of every page.
  2. Select the company account to change you Sold-To and click "Next" to set up the acount.
  3. Unauthorized users cannot change Sold-To account.
A: 
  1. Click "'Aircraft Serial Number'' option within the teal/blue navigation banner that can be found at the top of every page.
  2. Click the dropdown to select from the list or begin typing to narrow down your search. You may also choose to purchase for Stock Purposes only if you do not feel these items will be covered by Warranty or Smart Services. Click 'next' to apply the aircraft to all items added to your cart.
  3. Unauthorized users cannot change or select an Aircraft Serial Number.
A: 
There are two options to add an aircraft to your account.
OPTION ONE:
  1. Hover over the profile icon located to the right of the search bar in the top navigation. Click 'My Account' to access adding a new aircraft.
  2. Under the category 'Aircraft', click 'Manage Aircraft'.
  3. On the right corner you will see a button called “Add Aircraft”, click on that.
  4. Choose the aircraft model and enter aircraft serial number.
  5. Click 'submit' to submit form.
  6. A success message is displayed if the aircraft serial number is found in the database. Otherwise, a message is displayed stating that a customer service representative will review and it may take 2-3 days for the aircraft serial number to be added to the database and your account.
OPTION TWO:
  1. Click the Aircraft Serial Number and Pen icon in the teal/blue banner at the top of every page.
  2. Click the dropdown and select the first option labelled, '+ Add a new Aircraft Serial Number'.
  3. Choose the aircraft model and enter aircraft serial number.
  4. Click 'submit' to submit form.
  5. A success message is displayed if the aircraft serial number is found in the database. Otherwise, a message is displayed stating that a customer service representative will review and it may take 2-3 days for the aircraft serial number to be added to the database and your account.
A: 
  1. Hover over the profile icon located to the right of the search bar in the top navigation. Click 'My Account' to access preference options.
  2. Here you are able to set preferences such as Aircraft, Contact, or Ship-to Address by clicking into Manage Aircraft, Manage Contact, or Manage Ship-to Address.
  3. Choose “Set as preferred” for any of the existing Aircraft, Contacts, or Ship-to Addresses to set these items as preferred to your checkout experience.
  4. Unauthorized users cannot set preferences.
A: 
Yes, the traditional Online Part Ordering platform remains available on the customer portal and will co-exist simultaneously with the enhanced Online Part Ordering until it is stabilized.
A: 
Hover over 'Help Center' in the teal/blue navigation at the top of every page and then click 'Technical Publications' to access request information.
A: 
We take your feedback very seriously. Every suggestion, negative or positive, is analyzed and actioned by our team. If we need more details, one of our team members will contact you. Your feedback contributes towards the evolution of the Online Part Ordering platform.
A: 
You will find the MRA section and a list of your open cores on Customer Portal’s website:
You will need to log in to have access to the MRA. If you can’t access the Portal, please send a request to  and the team will make sure that you have an account registered in the Portal.
A: 
You might not be able to see the MRA immediately after purchasing a part. It will take 1-2 days for the MRAs to get updated. If you need to contact our team you can email: or call .
A: 
You can visit your Wishlists by clicking here. Alternatively, if you are on a desktop device, click the profile icon in the top right corner, or the side menu on mobile.
A: 
Yes, all Wishlists will be shared with all users with the same Sold-To.
A: 
  1. Hover over 'Help Center' in the teal/blue navigation at the top of every page and then click 'Price Match' to access the 'Price Match Information Form'.
  2. Enter your details in the form.
  3. Attach a maximum of four supporting documents. ( 2MB limit per file ).
  4. Click 'Continue' to submit form.

Login

A: 
You do not have to create a new account to use the enhanced Online Part Ordering platform. You can use the same credentials you used for the traditional version of the Online Part Ordering platform.
A: 
Yes, you can Register here. If you do not receive an email, please check your junk folder and call customer support:
or by phone:
A: 
Please clear your cache and try refreshing the page. Please note that an internet connection is required to login to the enhanced Online Part Ordering platform. If you are still having issues logging in, please contact customer support:
or by phone:
A: 
Check if you have really logged in. Pay attention to the profile icon on the top right of your desktop/tablet.
You are not logged in OR  auth You have successfully logged in.

On your mobile, if you are not logged in, you will see the option to "Sign In" within the side menu.
A: 
Please note that your customer number begins with C and is followed by 7 digits. If you still cannot remember your customer number, please contact customer support:
or by phone:
A: 
Please try refreshing the page. If the issue persists, please contact customer support:
or by phone:

Homepage

A: 
The following browsers are supported for an optimal shopping experience:
  • Apple Safari Version 12.0 and up
  • Google Chrome Version 72 (Optimized for V84)
  • Edge Version 11.0 and up
  • Mozilla Firefox Version 65 and up
A: 
Click here or visit the homepage of the enhanced Online Part Ordering platform to find the link to our price match form.
A: 
Please allow two business days for our customer service team to process your request. If after two business days you still have not been contacted, please contact your customer service representative:
or by phone:

Product Search

A: 
You can change your Sold-To and Aircraft Serial Number by clicking the 'choose' link, which can be found to the right, in the header of the enhanced Online Part Ordering platform. All Sold-To accounts and Aircraft Serial Numbers associated with your customer number should appear in the list. If you still cannot locate your Sold-To, please contact customer support:
or by phone:
A: 
Click on the first option within the aircraft selection dropdown. '+ Add a new Aircraft Serial Number' link

Then choose an Aircraft Model and enter the Aircraft Serial Number accordingly. Upon successful completion of the task, you should now be able to buy parts for the newly added Aircraft. In case the system cannot complete the task, a Customer Service Representative will work on your request.
A: 
There are three ways in which you can search and view parts if you are registered customer:  
OPTION ONE:
  1. Enter 'part name' or 'part serial number' in the search box in the top navigation found on every page.
  2. Select item from dropdown to visit the parts detail page to view the size, weight value details, Smart Services and Warranty coverage ( choose aircraft serial number to view coverage ), Stock Locations and Model(s) of Applicability.
OPTION TWO:
  1. Enter 'part name' or 'part serial number' in the search box in the top navigation found on every page.
  2. Click search icon to see full list of related items on the search results page.
  3. Click "See Details' to visit the parts detail page to view the size, weight value details, Smart Services and Warranty coverage ( choose aircraft serial number to view coverage ), Stock Locations and Model(s) of Applicability.
OPTION THREE:
  1. Click 'Upload CSV' which can be found in the top navigation to the right of the search bar.
  2. Click 'here' to download an example template which will explain how to fill a CSV with items.
  3. Click 'Select a file' to choose the CSV or drop the CSV into the CSV uploader.
  4. Click 'Search Parts'.
A: 
If you can’t find a part, please contact your customer service representative:
or by phone:

Unauthorized Cart

A: 
You can search and select your desired parts and submit a quote request. A customer service representative will then contact you to finalize the order.
A: 
There are three ways in which you can search and view parts if you are NOT a registered customer:  
OPTION ONE:
  1. Enter 'part name' or 'part serial number' in the search box in the top navigation found on every page.
  2. Select item from dropdown to visit the parts detail page. NOTE: You need to be a registered customer to view part details.
OPTION TWO:
  1. Enter 'part name' or 'part serial number' in the search box in the top navigation found on every page.
  2. Click search icon to see full list of related items on the search results page.
  3. Click "See Details' to visit the parts detail page. NOTE: You need to be a registered customer to view part details.
OPTION THREE:
  1. Click 'Upload CSV' which can be found in the top navigation to the right of the search bar.
  2. Click 'here' to download an example template which will explain how to fill a CSV with items.
  3. Click 'Select a file' to choose the CSV or drop the CSV into the CSV uploader.
  4. Click 'Search Parts'.

Purchase / Checkout

A: 
Currently this information cannot be edited online. If you would like to make changes, please contact customer support. They will correct the master data and it will refresh on the website within twenty-four (24) hours:
or by phone:
A: 
You can add a new address during checkout by clicking on 'add a ship-to address' link to the top right of the 'Shipping Address' field at checkout.Add a new ShipTo address
A: 
Yes. We accept three major credit cards – Amex, Visa and MasterCard.
A: 
Please ensure that you have inputted the correct credentials for your credit card, leaving no spaces between the digits of your credit card number. If your problem still persists, please contact your customer service representative:
or by phone:

Order Review

A: 
If you believe a part should be covered by Smart Services or Warranty, you can indicate this by ticking the items checkbox once you get to the coverage section of the checkout process. Once the order is received, customer service will verify your request before invoicing your order.
A: 
The additional 15% hold on your credit card is to account for any adjustments related to taxes and shipping. It will be in effect for a maximum of 45 days.
A: 
When you submit an order through the enhanced Online Part Ordering platform, an official order confirmation is issued to the contact person you selected during checkout. In addition, an official invoice is sent to your Accounts Payable team. If you have not received these confirmations, please check your spam folder and contact your customer service representative:
or by phone:
A: 
On the enhanced Online Part Ordering platform this feature is not currently offered. If you would like to modify or cancel an order, please contact your customer service representative:
or by phone:
A: 
To return a part, please go to the Customer Portal and fill out a Material Return Authorization form (MRA). This can be found using the following steps:
  1. Sign into the customer portal
  2. Expand the menu on the left and select parts
  3. Select "Material Return Authorizations List"
If you encounter any issues, please contact CSA:
or by phone:
A: 
Yes. All orders placed in the traditional Online Part Ordering platform are accessible in the order history of the enhanced Online Part Ordering platform.

If you need additional information regarding your parts purchase history or any other Online Part Ordering enquiry, please contact your customer service representative:
or by phone:
A: 
Navigate to our “Order history” section now to find a detailed history of all your orders. You can also search by date range, sales order, purchase order number, aircraft serial number or part number.

A: 
Yes. A shipping tracking number will be provided to you once the order is shipped.

Need help?Contact Us

What kind of feedback do you have?