FAQ’s
BUSINESS INFORMATION
Q: Where is the Genuine Edge Superstore located?
A: Our main distribution centre - Suttons Parts is located at 16-18 Carter Street, Lidcombe, NSW 2141, Australia. We operate from 7:30 AM to 4:30 PM, Monday to Friday.
Q: What are your business hours?
A: Our distribution centre is open Monday to Friday, 7:30 AM to 4:30 PM. Our online store is available 24/7 for browsing and ordering.
Q: How can I contact Genuine Edge?
A: You can reach us weekdays by:
- Phone: (02) 9648 3688
- Email: sales@genuineedge.com.au
- Visit our store at 16-18 Carter Street, Lidcombe, NSW 2141
WHO IS GENUINE EDGE
Q: What is the Genuine Edge Superstore?
A: Genuine Edge is the online automotive parts superstore operated by Suttons Parts, part of the Suttons Motors Group. We are your one-stop destination for Genuine Parts, Premium Car Care, Merchandise & Model Cars. Genuine Edge combines decades of experience, a comprehensive selection of parts and accessories, and a strong commitment to customer service, all supported by one of Australia’s largest and most respected automotive groups.
Q: What makes Genuine Edge different from other automotive parts suppliers?
A: We are your one-stop destination with over 15 major automotive brands Genuine Parts, Premium Car Care, Merchandise & Model Cars.
Genuine Edge combines decades of experience, a comprehensive selection of parts and accessories, and a strong commitment to customer service, all supported by one of Australia’s largest and most respected automotive groups.
Q: Who is the Suttons Motors Group?
A: Established in 1943 by the late Sir Frederick Sutton, Suttons is still owned and operated by the Suttons Family with Craig and Ryan Sutton as joint Managing Directors. Suttons has grown into Sydney’s Largest family-owned dealer group, a comprehensive family business covering all facets of the motor industry; sales, finance, service, and parts, including segments from volume, prestige, and trucks. Suttons has expanded and diversified exponentially since its inception. In the late 1940s, the acquisition of Suttons Motors Homebush marked the beginning of Bedford Truck sales and the beginning of an Automotive Legacy.
Q: How long has Suttons Parts been in the automotive business?
A: Suttons was established in 1943 and has a long history of serving the Australian automotive trade. Specializing in genuine OEM automotive parts, accessories, car care products, merchandise & diecast model cars
PRODUCTS & SERVICES
Q: What types of products do you sell?
A: We offer a comprehensive range of genuine automotive parts covering:
- Mechanical parts
- Collision parts
- Genuine accessories
Premium Automotive consumables and tools
Car care products
Merchandise & Diecast Model cars
Q: What brands do you carry?
A: We stock parts for over 15 major automotive brands. Our multi-franchise operation covers most major automotive manufacturers represented in Australia.
- Ford | Holden | Subaru | Toyota | Nissan | Hyundai | KIA | Mitsubishi | Volvo | Jaguar | Landrover | Isuzu Ute | Suzuki | HSV | GM Chevrolet
Q: Are your parts covered by warranty?
A: Yes, all products available through the Genuine Edge are backed by the manufacturer's warranty, assuring quality and reliability with every purchase, typically covering a period of 12 months or 20,000 kilometres, whichever comes first. (see warranty FAQ For more information)
Q: Which Automotive Refinish & Car Care brands do you supply?
A: Genuine Edge is associated with premium refinish and car care brands, including PPG | 3M | Autosmart | Grippaz Gloves | Mirka | Meguiars | Sata | Upol | Rupes | Gelson | Mothers | GNG Tools.
Q: Do you offer official automotive merchandise and diecast model cars?
Yes, you can find a large range of Ford & Holden apparel, giftware, collectables, and diecast model cars, especially related to the Supercar series, available online through Genuine Edge.
GENUINE vs AFTERMARKET PARTS
Q: Do you sell aftermarket parts?
A: Genuine Edge specializes exclusively in genuine OEM parts. We focus on providing authentic manufacturer parts that meet original specifications and quality standards. We also offer the only genuine alternative parts backed by GM with the ACDelco brand and Ford Motor Company with Motorcraft and Omnicraft brands all carrying the same warranties as Genuine Parts.
Q: What is ACDelco?
A: Global giant ACDelco, the leader in automotive parts for all makes and models. ACDelco is an American automotive parts brand owned by General Motors, which also offers genuine alternative parts for non-GM vehicles. ACDelco offers the only genuine alternative backed by GM. ACDelco's lines of premium genuine alternative parts offer a precise fit for most vehicles. ACDelco offers warranties on their parts and services, typically covering a period of 12 months or 20,000 kilometres, whichever comes first. The Battery range offers a 3 year, or 60,000 km private use vehicles only.
Q: What is Ford Motorcraft & Omnicraft brands?
A: Ford Motorcraft parts is owned and operated by the Ford Motor Company and is the official parts brand of Ford and has been since its inception in the 1950s.They are engineered for reliability, performance and meet the exact specifications of Ford vehicles. Products under the "Motorcraft" brand include an extensive range of mechanical parts including spark plugs, batteries, brakes, filters, motor oil, automatic transmission fluid, among others. Motorcraft offers warranties on their parts and services, typically covering a period of 12 months or 20,000 kilometres,
A: Omnicraft Parts is Ford Motor Company’s exclusive ‘most makes’ brand of premium parts. With over a century of parts heritage to build upon, Omnicraft provides excellent quality and fit, and is a preferred choice of professional automotive technicians. Omnicraft is the first new parts brand that Ford Motor Company has launched in 50 years, but its heritage runs deep. With the addition of Omnicraft, customers now have access to high-quality and competitively priced service parts for most major brands. Omnicraft offers warranties on their parts and services, typically covering a period of 12 months or 20,000 kilometres,
Q: What are the benefits of using genuine OEM parts?
A: Genuine OEM parts offer numerous advantages:
- Perfect Fit & Function: Manufactured to exact original specifications with precise tolerances
- Superior Quality Materials: Made from the same high-grade materials as original equipment
- Manufacturer Warranty: Full warranty coverage backed by the original manufacturer, typically covering a period of 12 months or 20,000 kilometres, whichever comes first.
- Safety Compliance: Meet all Australian Design Rules (ADR) and safety standards
- Longevity: Designed to last as long as the original parts, reducing replacement frequency
- Vehicle Value Protection: Maintains your vehicle's resale value and integrity
- Insurance Compliance: Accepted by all insurance companies without question
- Reliability: Proven performance and compatibility with your vehicle's systems
Q: What problems can aftermarket parts cause?
A: Aftermarket parts can present several risks:
- Poor Fitment: May not fit properly, causing vibration, noise, or premature failure
- Inferior Materials: Often made from cheaper metals or plastics that degrade faster
- Safety Risks: May not meet Australian safety standards, potentially compromising vehicle safety
- Warranty Issues: Can void your vehicle's warranty if they cause damage to other components
- Insurance Problems: Some insurers may refuse claims if non-genuine parts contribute to an accident
- Premature Failure: Lower quality manufacturing can lead to earlier replacement needs
- Compatibility Issues: May not integrate properly with electronic systems or sensors
- Reduced Performance: Can affect vehicle performance, fuel efficiency, or handling
Q: Are aftermarket parts really cheaper in the long run?
A: While aftermarket parts may seem cheaper upfront, they often cost more over time due to:
- More frequent replacements due to shorter lifespan
- Potential damage to other vehicle components
- Voided warranties requiring out-of-pocket repairs
- Reduced fuel efficiency affecting ongoing running costs
- Lower resale value when selling your vehicle
- Potential safety-related costs from inferior components
Q: How can I identify genuine parts from fake ones?
A: Genuine parts have several identifying features:
- Official manufacturer packaging
- Proper part numbers matching manufacturer specifications
- Quality materials and precise manufacturing finish
- Manufacturer warranties and documentation
- Purchase from authorized dealers like Suttons Parts - Genuine Edge Superstore
- Avoid parts with missing or poorly printed packaging, unusually low prices, or sellers without proper credentials
ORDERING & SHIPPING
Q: How can I purchase parts from Genuine Edge?
A: You can shop online for direct shipping to your location through our website at genuineedge.com.au or visit our physical superstore in Lidcombe, NSW.
Q: Will I receive an order confirmation?
A: Yes, you will receive an email confirmation shortly after your order is placed. If you do not receive an email confirmation, please contact us at sales@genuineedge.com.au
Q: Can I search for parts by vehicle make and model?
A: Yes, our website allows you to search for parts specific to your vehicle's make, model, year, engine and variant to ensure you get the correct components. All orders are backed by our Fitment guarantee, with free returns on any incorrect items delivered. It is necessary to always check the parts are correct to your vehicle ID (VIN) or use our Vehicle Fitment for correct parts to be supplied.
SHIPPING & DELIVERY
Q: Do you ship Australia-wide?
A: Yes, we offer direct shipping across Australia from our distribution centre.
Q: Do you ship International?
A: Yes, we offer direct shipping on most items (large items & dangerous goods excluded) to New Zealand, United States, United Kingdom across Australia from our distribution centre. We also ship to other countries on request only made via email sales@genuineedge.com.au
Q: How fast is your Despatch?
A: We despatch orders within 1-3 business days (may vary during sales periods) If your vehicle is off the road and require parts urgent, please make sure you contact us, and we can prioritize your order
Q: Can I track my order?
A: Customers will receive updates on their order status via email. For further assistance, contact the support team.
Q: How long does delivery take?
A: Delivery times vary depending on your location and the specific parts ordered. Contact us for specific delivery timeframes for your area. We use fast & reliable couriers with Australia Post & Startrack as our Preferred couriers.
Q: Can I collect parts from your store?
A: Yes, you can visit our Lidcombe Superstore during business hours (7:30 AM - 4:30 PM, Monday to Friday) to collect your order. You will receive an email that your order is ready for pick up, please bring this email with you to make it easier for our staff to assist you.
Or feel free to simply shop in person and browse our full range.
CUSTOMER SUPPORT
Q: How can I contact the Genuine Edge? A: You can reach us weekdays by:
- Phone: (02) 9648 3688
- Email: sales@genuineedge.com.au
- Visit our store at 16-18 Carter Street, Lidcombe, NSW 2141
Q: Do you have parts specialists available?
A: Yes, our team includes experienced parts specialists who can help you identify the correct parts for your vehicle and provide technical assistance. It is necessary to always check the parts are correct to your vehicle ID (VIN) or use our Vehicle Fitment for correct parts to be supplied.
TECHNICAL SUPPORT
Q: What is Genuine Edge Fitment guarantee?
A: By using our online Fitment search function All orders are backed by our Fitment guarantee, with free returns on any incorrect items delivered.
Q: How do I know if a part will fit my vehicle?
A: Use our online search function with your vehicle's make, model, year, engine and variant specifications. We are adding 100’s of parts weekly to our Fitment search function, so not all parts have been listed as yet. Our parts specialists can also assist you in identifying the correct parts for your specific vehicle with vehicle details (VIN) provided. You can email us with your enquiry at sales@genuineedge.com.au
Q: My vehicle is not displayed in the Fitment Part finder?
A: We are working our way through 70,000 parts listings and adding 100’s of parts weekly to our Fitment search function, so not all parts have been listed yet. Our parts specialists can also assist you in identifying the correct parts for your specific vehicle with vehicle details (VIN) provided. You can email us with your enquiry at sales@genuineedge.com.au
Q: Do you provide installation advice?
A: No, we are a Parts warehouse only, we do not have a service department onsite. We recommend consulting with a Dealership or qualified mechanic for installation advice and procedures.
Q: What if I need help identifying a part?
A: Our experienced parts specialists can help identify parts based on your vehicle details (VIN), existing part numbers, or physical descriptions. Contact our team for assistance. It is necessary to always check the parts are correct to your vehicle ID (VIN) or use our Vehicle Fitment for correct parts to be supplied. You can email us with your enquiry at sales@genuineedge.com.au
TRADE ACCOUNTS
Q: Are you open to trade customers?
A: Yes, as a distribution centre, we serve both retail customers and trade professionals in the automotive industry.
Q: Do you offer bulk or commercial pricing?
A: Please contact our Parts team on 02 9648 3688 to discuss pricing options for bulk orders or commercial accounts.
VIP MEMBER
Q: What benefits do I get as a VIP member?
A: Genuine Edge proudly offers a VIP Club designed to give automotive enthusiasts more of what they love. When you join, you get exclusive access to deals, resources, and services you won’t find anywhere else.
- Discount on Exclusive VIP mMember-only offers and discounts on automotive parts, accessories, apparel, model cars and more.
- 5% Discount on all full priced Parts & accessories, car care, tools
- 10% Discount on all full priced Merchandise & model cars
- Priority access and communications on all sales events & promotions
- Dedicated support from Australia’s leading family-owned automotive group
Q: Is it free to sign up?
A: Yes
PAYMENT METHODS
Q: What are your payment methods?
A: All major credit cards – VISA, Mastercard & American Express, Paypal and Afterpay
RETURNS & EXCHANGES
Q: What is your return policy?
A: Returns and exchanges are handled on a case-by-case basis. Email our team to discuss your specific situation and requirements. sales@genuineedge.com.au
Q: What is the Warranty procedure?
A: Warranty on all parts, typically covering a period of 12 months or 20,000 kilometres, whichever comes first. In the event, that you have a faulty part under the warranty period, we recommend that you contact us at sales@genuineedge.com.au. You will need to provide photos and your invoice of the faulty part. Genuine edge will issue you a Returns Label for return to the manufacturer who need to approve the warranty claim prior to replacing or providing a full refund or replacement of the part for you. You may need to re-purchase the item if you require urgent replacement.
Q: When is an item not covered by Warranty?
A: Warranty does not cover defects or damage resulting from:
- Normal wear and tear
- Misuse, abuse, or negligence
- Unauthorized modifications or repairs
- Use beyond rated capacity or specifications
- Environmental factors (corrosion, extreme temperatures, chemicals)
- Acts of God, natural disasters, or external forces
- Failure to follow installation, operation, or maintenance instructions
Q: Can I return parts if they don't fit?
A: Yes, as long the items were not a “special order” item. Contact our team immediately if you receive parts that don't fit your vehicle. We'll work with you to resolve the issue, which may include exchanges or returns depending on the circumstances, further postal charges may apply. It is necessary to always check the parts are correct to your vehicle ID (VIN) or use our Vehicle Fitment for correct parts to be supplied. You can email us with your enquiry at sales@genuineedge.com.au
Q: What if I order the wrong part?
A: Contact our team immediately if you've ordered the wrong part. We'll work with you to find a solution, which may include exchanges or returns depending on the circumstances, further postal charges may apply
It is necessary to always check the parts are correct to your vehicle ID (VIN) or use our Vehicle Fitment for correct parts to be supplied. You can email us with your enquiry at sales@genuineedge.com.au
Q: What is your cancellation process?
A: You have a right to refund your purchase of Product(s) from the Site within twenty-one days of the date on which you received your order and receive a refund. To exercise your right to a refund, you may notify us at sales@genuineedge.com.au within twenty-one days of receipt of your Order. You may be subject to Return postage costs.
In the event, that we do not receive your returned Order within thirty (30) days of the later of (i) the date you notified us of your return and (ii) the date you received your Order the deemed date of receipt will be the date of the post-mark on the packaging of your returned Order. You may be subject to Return postage costs.
PRIVACY & SECURITY
Q: How do you handle my personal information?
A: We are committed to protecting your privacy and comply with the Privacy Act 1988 and Australian Privacy Principles. Your personal information is used only for order processing, customer service, and improving our services. For detailed information, please refer to our privacy policy www.suttons.com.au/PrivacyPolicy
Q: Is it safe to order online?
A: Yes, we use secure systems to protect your personal and payment information during online transactions
PRE ORDER PRODUCTS
Q: Do I need to pay for Pre Orders in full?
A: Yes, pre-orders typically require full payment at the time you place the order. This upfront payment policy serves several purposes:
Q: Why full payment is required:
- It guarantees your reservation for the item when it becomes available
- It helps the retailer or manufacturer gauge actual demand and plan inventory accordingly
- It reduces the risk of customers changing their minds and cancelling orders
Q: How long will it take to arrive?
A: The expected delivery date is displayed with the product on the website. These dates are subject to change. Suttons Parts Genuine Edge will endeavour to keep you updated on all expected Delivery date changes. If you require a further update, we recommend that you contact us at sales@genuineedge.com.au
Q: Will I receive an update?
A: Yes, we will email you with any updates provided from the suppliers. Suttons Parts Genuine Edge will endeavour to keep you updated on all expected Delivery date changes. If you require a further update, we recommend that you contact us at sales@genuineedge.com.au
PARTS – OUT OF STOCK ITEMS
Q: Can I order stock in from Manufacturers if not in stock at Lidcombe?
A: Yes, Once we confirm with the supplier the part is available, we will require pre-payment including postage prior to ordering.
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- Important Information: Once ordered with the supplier, we cannot cancel your order, and items are non-returnable for refund
- Some items will require to be ordered from overseas manufacturer factories may take upto 8 weeks
Please contact us via email with any enquiries sales@genuineedge.com.au
