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If your product arrived damaged, please contact the carrier that delivered your package(s) within 24 hours of receipt and report the damage. Toolots cannot accept responsibility for damage incurred after a customer has signed for any delivered products.

 

Orders ship standard WITHOUT liftgate and will ship via Common Carrier. However, Liftgate can be added to any order for an additional $75 fee. Liftgate is required for residential destinations or commercial destinations without a loading dock or forklift. For more information on Liftgate service, see below

 

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.
  • Noting and damage or missing items on the carrier's delivery receipt; however, you may be able to report damage or missing items up to 24 hours after receiving. After this 24 hour period, Toolots will not be responsible for any reported shipping damages or missing items.

 

If issues are not noted 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 any part of the shipment is damaged or missing:

 

  • Make a note on the delivery receipt before signing and do so for each issue.
  • Keep a copy of the delivery receipt for your records.
  • Contact Toolots within 24 hours.
  • Keep the damaged product(s) and any and all packing materials
  • Take pictures and/or video of the damaged items and packaging

 

What is liftgate service?

 

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.

 

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.

 

Please note, for expediated delivery (such as Next-Day Air or Three-Day Select), we have a 24-hour processing time for these orders and may not ship out same day.

 

Can I request a call before delivery or set an appointment?

 

Yes, but only for LTL orders. 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 your rep. These appointments are usually set for a 4-hour window Monday-Friday 8am – 5pm.

 

Please note: Be 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.

 

Shipping Cost Questions

 

How do I calculate my shipping charges or get an estimate?

 

We have a shipping quote tool available in the shopping cart. Simply add the product(s) to your cart and use this tool to get your estimate.

 

Order Tracking Questions

 

How long does it take to receive my order?

 

Most of our orders ship within 72 hours, however, shipping times vary and have several variables. With the impact of COVID-19, shipping times have been delayed for many orders.

 

How long do backordered items take to ship?

 

Timeframes for backordered items vary, but typically take a maximum of 45 days.

 

How do I check my order status?

 

Once you log into your account on Toolots.com, you can access your orders and get updated order status information. An order labelled “Processing” means it has not captured payment, but soon will. Orders marked “Ready to Ship” have an Item Fulfillment generated and it has been sent to our warehouse for shipment.

 

We recommend checking online first, however, you can always engage us on our live chat on the website, or call our customer service line and press 2 for Order Status.

 

Why does it say my order has shipped, and even has tracking, but there is no information?

 

This can happen for several reasons, but if the order has tracking, you can assume the carrier has the order and it is on the way. Try checking the tracking information 24 hours later for an update.

 

It looks like my shipment hasn’t move; what’s going on?

 

Each carrier operates differently, but many carriers, even ones we don’t use, run shipments to certain locations only on specified days and times. This is common for more 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.

 

Delivery Questions

 

Do you ship outside the United States?

 

No, unfortunately Toolots only ships to the 48 contiguous United States.

 

What carriers do you use?

 

Carriers vary depending on the order and type of equipment ordered, shipping address, and shipping services required. We partner with several carriers.

 

If my order is shipping LTL, is the driver responsible for unloading my product(s)?

 

No, truck freight companies do not require their drivers to unload shipments. An additional lift gate charge will apply if the driver unloads the shipment.