If you wish to submit a Return Merchandise claim, please contact firstname.lastname@example.org directly for specific instructions. Please indicate if your claim is for defective merchandise or warranty claims and if you wish an exchange or refund (a non-exchange refund is considered a non-defective return). All non-product related fees (i.e. shipping and handling, etc) are not refundable. Please do not return products without pre-authorization.
Order Cancellations or Changes:
If for some reason you need to cancel or change an order, please notify us at email@example.com ASAP. Please give very detailed instructions regarding your change request and a phone number where you can be reached.
NOTE: Orders may not be canceled once the shipping process is initiated. Once an order is packed for shipment it will be considered a return and any applicable fees may apply.
Order Shortages / Missing Items:
While we double check every order we realize mistakes can happen. Sometimes this is with our warehouse shipping department and other times is the fault of the shipping carrier. Packages sometimes get opened while being transported for inspection or because they've been roughly handled. Sometimes packages get delivered to a wrong address and opened before the recipient realizes the package isn't theirs. Sometimes packages are opened by the intended recipient with some items removed and other items left by different employees. We've received several calls over the years claiming shipping shortages only to discover the items were later found by one of their co-workers or after they cleaned their receiving area. Because of the many scenarios that can occur and because of our shipper contracts we must be notified of any shortages or missing items within 3 days after the package is received. Shipping carriers will not accept our claims after this time and too many possible scenarios beyond our control can take place after time has passed. Once you receive your package please immediately open and inspect it for shortages, damage or missing items. We will not honor claims of missing items if more than 3 days after delivery have passed.
Defective Product Returns / Carrier Damage Claims:
If you receive a defective product please notify us immediately. Shipping damage claims must be made within 3 days of the original delivery date. Please contact us immediately if you receive a damaged item so we can initiate a damage claim with the Carrier. Carrier damage claims are the sole responsibility of the carrier and not Tool-Sale.com. We are not responsible for damage a carrier commits during transit. We will work with you and the carrier to mediate a reasonable solution. If the carrier denies your claim, you will be responsible to return the merchandise to our warehouse for refund or exchange. Under no circumstance will we be responsible for return shipping charges. Any item returned to our warehouse after receiving a denied carrier claim for damage will be issued a full refund including original shipping charges once the merchandise is returned and checked to ensure its complete. A pro-rated charge (up to 100%) may be assessed for items that are returned incomplete or contain user damaged parts.
Non-Defective Product Returns:
Non-defective ("Buyers Remorse") unused products can be returned within 15 days of the original ship date, for credit less shipping and a 20% restocking fee ($5.00 Minimum) to cover testing, cleaning and repackaging expenses. In addition to this fee, a pro-rated charge (up to 100%) will be assessed to the refund for items that are returned incomplete, user damaged or with non-resalable parts. For items with free shipping or where the actual shipping costs exceeds the shipping charge applied to the original receipt the actual shipping costs will be deducted from the refund.
Please be sure that you are ordering the correct item for your application. If you place an order for the wrong item the return will be considered a Non-defective return and applicable fees will apply. If you add an item to your shopping cart and the item name is not exactly what you are wanting do not proceed you will receive the item as named in your shopping cart.
All unused items have a 30 day warranty against manufacturer defects. All used
and or broken tools are non-returnable.
If it is necessary to return merchandise for an exchange/refund, all merchandise must meet the following conditions:
- Return in original packaging- Return within (15) days
- Copy of invoice enclosed with merchandise
- Enclose a brief letter of explanation
- Merchandise returned for Non Defective exchange- will be charged a $15.00 exchange fee plus shipping charges.
- Merchandise returned for refund- will be charged a 20% restocking fee - $5.00 minimum.- All returns must be freight prepaid;
- No CODís accepted
Incorrect Item Returns:
Please return the incorrect item and include a return receipt for a freight credit. The freight credit will either be the exact amount on the original invoice or the actual cost of return freight to the Tool-Sale fulfillment center. This will be done at Tool-Sale discretion. If the order was shipped ground, and a customer decides to overnight the package to us to get it here faster, they will do that at their own expense.
Once the incorrect item is received back, Tool-Sale will ship out the correct item. If you wish to have the correct item shipped out prior to us receiving back the incorrect item, we can do so, but you will be responsible for the original itemís purchase price should it not get returned. No express freight methods will be used for items shipped a second time regardless of how the item was originally shipped.
Wrong Item Ordered:
Please be sure that you are ordering what you need. The exact size and dimensions are very important. You are given opportunity to verify your order during the checkout process. The shopping cart software is very sophisticated and can only add the items you select. Claims that you selected something other than what is shown on your receipt of purchase will be rejected. If you need something other than what is shown on your purchase receipt please follow the above directions for canceling, changing or returning your order. Returns for incorrectly ordered items will be considered Non-Defective returns and all applicable fees will apply.
NO Returns Will Be accepted without an RMA (Return Merchandise Authorization)
Please request an RMA here: firstname.lastname@example.org
Make sure to:
- Include a copy of the original packing slip
- Note the Return Merchandise Authorization number of the outside on the packaging*
- Ship it via a traceable method (UPS, FedEx, USPS w/package tracking)
- Include return shipping receipt (shipping credit will not be issued if the receipt is not included)
- Enclose a brief letter of explanation
On all returns, if the merchandise you wish to receive is out of stock, a refund/credit (minus applicable fees) will be issued promptly.
Used and Broken Tool Exclusion:
ANY tool can be misused and broken if applied to the wrong application. Therefore we do not accept used broken tools for replacement nor return. We will not entertain any arguments that a tool broke during proper application. We sell the same tools to thousands of customers and any defect in manufacturing would apply to all customers and not just those that mistreat a tool. While we understand that some brands of tools will endure mistreatment and wrong application we do not warranty our tools against this type of abuse. If you break a tool you need to purchase another. If you routinely abuse tools then we suggest you purchase tools that will accept abuse.
Tool-Sale stands by the quality and craftsmanship of all displayed merchandise. We will work with you to the best of our ability regarding any merchandise returns.
Note: If your email service has a filter please be sure you allow email@example.com . Otherwise you may not get our reply. This can be very frustrating for both you and us.