Customer Service FAQs | tools.com

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Of course but we need to know asap so that we can catch it before it gets shipped! Our Tools.com Customer Support team is here to help. Please contact us anytime with your order number using this form, and we’ll get back to you as soon as we can.

We talk and give support to all our customers online, which we find is the quickest and most effective way to fulfill orders and get the best results.

Please contact us via your eBay account for the fastest response.

Tools.com offers a notify me button, and a pre-order button for all items that are being restocked, and we’ll let you know as soon as they come in for your next order/purchase. At times we may not stock the item you require and unfortunately, we are unable to special order in products which we do not stock.

Some ordered items may have come from different warehouses, so it’s a good idea to check your order dispatch notification. This will show the progress of your multiple tracking numbers, or if you need help please contact Tools.com here with your order number.

Yes, we ship a select range of products within the Oceania region to our valued customers in, New Zealand, Micronesia, Fiji, Kiribati, Marshall Islands, Nauru, New Caledonia, Papua New Guinea, Samoa, Solomon Islands, Tonga, Tuvalu and Vanuatu. An item available for international shipping will appear under the calculate shipping heading with a list of destinations. Please note that we cannot process orders for delivery addresses outside these locations.

tools.com is a registered Australian business and complies with the Consumer Guarantees under Australian Consumer Law. All items sold by tools.com are covered by a minimum 12 months warranty. If an item is considered by the buyer to be faulty please contact tools.com. If the fault relates to factors such as installation or components not included but directly related to the use of your product we can help you. If still faulty, the product warranty will be honoured as per the manufacturer’s warranty policy. This may be a refund, replacement or repair at the manufacturer’s discretion - depending on the severity of the fault. You will also need a copy of your original proof of purchase.

Yes, we provide free shipping insurance on all orders regardless of the size or carrier. If your order arrives damaged please take a photo and contact Tools.com here for assistance.

Most of the brands and manufacturers will specify their full warranty periods and terms on their website, and is the best place to find this information. To check a product warranty please contact Tools.com here for assistance.

Unfortunately, if you do change your mind we cannot offer you a refund.

Contact Tools.com here as soon as possible with your order number for assistance. We will arrange a refund or replacement if goods are damaged in transit, or if the item is not as described.

Make sure the item is in original condition and pack carefully. We will authorise and pay for the return and email you a pre-paid return label via Australia post. Just print, attach and drop off at the post office. We will authorise a pre-paid return for bulky items delivered by courier, just drop the item at the closest depot - unfortunately we cannot arrange a pick-up from your delivery address.

As we have multiple warehouses located across Australia, and we cannot facilitate a pickup service.

A person at the delivery address must sign to receive the item – and Tools.com accepts this as an authorised order. If you wish your consignment to be left without a signature, please request this prior to dispatch.

Many Tools.com items are freight free, but this may vary with individual listings – so please check shipping costs. We try to ship from the closest warehouse to your delivery address, so you get the best possible shipping price!

We email your tracking number as soon as it is generated and when the goods are dispatched. If you wish to track your parcel please visit the courier tracking website listed on the dispatch notification. Click here to visit the Australia Post eParcel tracking website – the number can take up to 24 hours to upload. You will receive a dispatch email from our courier companies, with the consignment number and link for order tracking.

If you missed a delivery please follow the instructions on the delivery card from our couriers or Australia Post. Sometimes a courier will take your order to the closest post office or courier depot, so please contact your local depot with your tracking number to see if your order is waiting. If delivery has been attempted multiple times, the courier or post office may return the item to us. We will contact you for further instructions and dispatch again upon receipt of the appropriate second shipping charge. If the re-delivery charge remains unpaid for more than 30 days, your order will be deemed abandoned and may be offered for resale or otherwise disposed of.

Within the first 24 hours after dispatch the courier service may not have scanned your parcel yet, once 24 hours have passed this should now work.

If a product is listed with a Fast Dispatch badge, this means the product will dispatch within 48 hours.

Items generally arrive 3-5 working days for delivery to any state capital city. 4-7 working days for delivery to most large regional towns and 5-10 working days for delivery to other remote locations. These delivery times are estimates only, and actual delivery times may vary. During peak periods (Easter, Christmas and public holidays), deliveries may take longer. Specific delivery dates or times are not offered by couriers.

These Pre-Order Terms and Conditions (these “Terms”) govern the placing of pre-orders (“Pre-Order”) with Tools.com. Please read these Terms carefully before submitting your Pre-Order of any Tools.com Products. By submitting your Pre-Order, you agree to be legally bound by these terms.

You may pre-order Tools.com Products, separately or in combination with each other. All products available for pre-order will clearly display a Pre-order now button and the estimated date of the items being restocked.

 

 

When placing a Pre-Order, you will be required to provide certain information, such as your address and billing information. You represent and warrant that all such information is accurate, and you shall ensure that such information is kept current. The Company shall have no responsibility or liability for inaccurate information or information that later becomes outdated, and shall have no obligation to make efforts to determine the correct contact or shipping information. You can update your information at any time prior to your Product being shipped by sending an e-mail to support@tools.com

You will be charged at the time of placing a Pre-Order. If the Company is unable to commence shipping of a Pre-Order Product on or before the 60 day anniversary of your placing the Pre-Order for that Product, the Company shall process a full refund to you. All Pre-Orders are handled through the Autoelec website platform. Methods of payment accepted are Visa, Master Card, American Express, AfterPay, Zip, PayPal and others as made available from time to time by the payment gateway provider. Your placing of a Pre-Order constitutes your express agreement to the company charging of your provided payment method at such time. The purchase price does include import duties, taxes and other government charges.

The expected shipping date for Pre-Order Products will be clearly noted on each Product page, subject to reasonable delays in manufacturing and/or delivery. Such a date is only an estimate, is subject to change, and the Company does not represent or warrant that it will be able to ship the Product by the estimated date.  As a result, in the event that a delay arises and the estimated shipment and/or release of the product is not met, Autoelec.com.au is not responsible for any damages that may occur due to the delay, nor shall it be obligated, except as set forth in these Terms, to provide any discounts, refunds or credits due to any such delays. The Products will be shipped in the order in which your Pre-Order is received by the Company.  Shipments will be made Monday – Friday, excluding holidays, unless otherwise noted.

Once you place your order, your order is final, non­cancelable and non­refundable, except as specified in these terms and the applicable terms of sale.

The purchase of the Products is subject to additional terms and conditions provided by the Company, including in respect of any software included in the Products or intellectual property embodied in the Products or data collected by the Products. The current Terms and Conditions of Sale can be found here and are subject to change without notice. Your purchase of the Product will be subject to these Terms and Conditions and the refund policy    

The information you provide for the Pre-Order of Products will be subject to the Company's Privacy Policy found here.  

The failure of us to exercise or enforce any right or provision of these Pre-Order Terms and Conditions shall not constitute a waiver of such right or provision.  

These Terms of Service and any policies or operating rules posted by us on this site or in respect to the Service constitutes the entire agreement and understanding between you and us and govern your use of the Service, superseding any prior or contemporaneous agreements, communications and proposals, whether oral or written, between you and us (including, but not limited to, any prior versions of the Terms of Service).  

Any ambiguities in the interpretation of these Terms of Service shall not be construed against the drafting party.