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Order and Ship Policy




THANK YOU FOR SHOPPING QUALITY INDUSTRIAL PRODUCTS WITH LOW PRICE AND FAST SHIPPING WITH TOOLOTS AND ITS MANUFACTURERS. PLEASE SEE BELOW FOR ALL ORDERING AND SHIPPING POLICIES.


Ordering

You can search the products and order online on https://www.toolots.com. Every product has its description, specification, and user manual listed to help you choose the right product. If you have more questions, you can either ask a question below each product on our website or chat with us online or call us at 844TOOLOTS (844-866-5687) or send us an Email at info@toolots.com. Toolots team will be happy to assist you find the right product to fit your needs. BUT PLEASE KEEP IN MIND THAT IT IS YOUR SOLE RESPONSILITY TO PLACE THE ORDER FOR THE RIGHT PRODUCT.

The product which you are interested in might be temporarily out of stock. In such case, if you provide your name and Email address by clicking Notify me button on the product page, Toolots will automatically notify you when the product is back in stock.

We have a shipping quote tool available in the shopping cart. Simply add the product(s) to your cart and enter your shipping address to get your estimate. The shipping fee is based on the size and weight of the packaged product and where it is shipped to. Please note that we do not ship to PO Box. Also, Toolots only ships to 48 contiguous states in US. If you need to ship to non-contiguous states or Canada or Mexico, please contact us for a quote. The customer is responsible for all the export procedures and tariff for the order shipped to Canada or Mexico.

Toolots partners with several carriers such as UPS, Customs and XPO for shipping and does our best to provide our customers the best shipping service and options. Carrier used for each shipment varies depending on the order and type of equipment ordered, shipping address, and shipping services required. In addition to have the order shipped to you, you can choose to pick up the order by yourself. Simply select Will Call (Pick up service) option as the shipping method when you check out the order. You will be notified once the order is ready for you to pick up. Please see Will Call policy for detail.

The product we sell are categorized into Small parcel or LTL based on the size and weight of its package. Liftgate is required for LTL product with residential destinations or commercial destinations without a loading dock or forklift. A liftgate is an electric-hydraulic platform attached to the back of the truck that allows freight to be lowered from the bed of the truck to the ground. Please note that the orders will ship standard WITHOUT liftgate and via Common Carrier. The truck freight companies do not require their drivers to unload shipments. If you do not have an elevated loading dock or forklift to unload your items from the truck, you will need a liftgate. This service is MANDATORY for residential deliveries. Liftgate can be added to any order for an additional $75 fee. Please also note that even with Liftgate, the customer, or person receiving the shipment, is responsible for:

        
  •  Removing the product(s) from the truck
  •  Moving the product(s) to your desired location.


Toolots is located in California and charges sales tax on orders shipped to this state. We will not charge sales tax for anywhere outside of the state of California. If you are in California and tax-exempt, please contact us and provide the official document before placing an order.

Toolots accepts PayPal, credit card, and check/money order/ACH payment. For your protection, we screen orders for potential fraud. Please ensure that your billing address matches that of your payment method to avoid delays in order processing.

After the order is placed, an order confirmation Email will be sent to you. The order can also be found under My orders section in your account on https://www.toolots.com if you are a registered user.

Order Processing

Once the order is placed, it will normally take up to 72 hours for us to process the order depending on your payment method and product availability. However, in order to prevent fraud, in some cases, it might take up to 10 business days to process the order. Therefore, shipping times vary and have several variables. And please note, with the impact of COVID-19, shipping times have been delayed for many orders.

The shipping method including expediated shipping (such as Next-Day Air or Three-Day Select) you select when you place the order will only apply after we complete processing the order. Toolots will ship out the order in 24 hours after the order processing is completed.

If the product included in the order is backordered, it will typically take a maximum of 45 days to get the product back in stock. In such case, the customer will be notified and has the option to either wait for future delivery or purchase a similar product or cancel the order and get refund. Order Status

After the order is placed, you can access your orders and get updated order status information by logging into your account on https://www.toolots.com .

  • Processing – The order needs further processing in order to fulfill.
  • On Hold – The order is stopped due to fraud check etc.
  • Pending – Check/Money order/ACH payment is not received yet. 
  • Ready to Ship – The order has completed processing and been sent to our warehouse for shipment.
  • Completed – The order has been shipped. Tracking info (ETA) is available.
  • Closed – The order has been cancelled and refunded.

We recommend you check order status online if possible. But you can always reach us via our live chat on the website or call our customer service line and press 2 for Order Status or send request to info@toolots.com. Order Cancellation

If you change the mind and would like to cancel an order, please contact us via our live chat on https://www.toolots.com or call our customer service line at 844-TOOLOTS (844-866-5687) and press 2 for Order Status and Cancellation or send request to info@toolots.com.

Once the order is shipped, the order cannot be cancelled. You will need to request a Return Authorization from our RMA specialist to return the product and get the order refunded. Please note that a 20% restocking fee and any incurred shipping charge will be deducted from your refund. And the returned product must be in original box and condition and unused. Otherwise, Toolots will have to post additional charge for the damage. See Warranty and Return Policy for detail.

Shipping

Once the order is shipped, you can check the tracking information on the carrier’s website. Sometimes, the tracking information does not show the order is shipped. But as long as the order has the tracking number, you can assume the carrier has the order and it is on the way. And try checking the tracking information 24 hours later for an update.
Each carrier operates differently. But many carriers run shipments to certain locations only on specified days and times. This is common for remote areas. In cases like this, orders may be held at a hub or terminal until there is enough volume to run a route to that location or area.

For LTL orders, you can request a call before delivery or set an appointment. We typically add this free of charge to all orders. However, to ensure this is added, please notate it in your online order or specify it to Toolots customer service representative. These appointments are usually set for a 4-hour window from Monday-Friday 8am-5pm. Please note, make sure to include accurate contact information for your order, especially for LTL shipments. The customer is responsible for any and all fees incurred from deliveries or missed deliveries including, but not limited to, redelivery fees, storage fees, etc. We will attempt to hold the order at a carrier terminal for up to 3 days before returning the order to Toolots. Any fees incurred will be assessed to the customer during re-delivery or the refund process.

When the shipment arrives, please check for any damage or missing items right away. If the damage is unacceptable, please refuse the delivery and ask the carrier to send the shipment back. If the damage is acceptable, please notate any problems on the delivery receipt when applicable. And keep a copy of the delivery receipt for you records. If the problem is not notated on the delivery receipt, we cannot guarantee any compensation for damaged or missing items. By signing the delivery receipt, the signer is stating that they have received the shipment in acceptable condition. If you find out there are missing items or the product is damaged after you receive the shipment, you must report damage or missing items to Toolots in 24 hours after receiving. In all cases, please take a picture or video showing the damage and send to Toolots RMA specialist. Once the damage is confirmed, we will send you the replacement. After this 24hour period, Toolots will not be responsible for any reported shipping damages or missing items.

The last thing to remember is to keep all the original packing materials and all accessories, components/parts, and documentation in case you need to return the product back to us. It is your responsibility to re-box, re-crate, re-palletize, re-strap, or re-wrap the shipment and get it ready for carrier to pick up.