Frequently Asked Questions

You can use our tracking feature here* (*URL to our tracking page). Simply enter your order ID, email address, delivery postcode and click the “track order” button. You can then view the status of your order. If you are unable to view an update, please feel free to reach out to.

Within the first 24 hours after dispatch the courier service may not have scanned your parcel yet, once 24 hours have passed this should work. If you are still having trouble with your tracking, please contact us.

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. If you need any further assistance please contact us with your order number

This means the product will be dispatched within 48-72 hours of you placing the order.

If your product is listed with a fast dispatch badge, that particular product will be dispatched within 48-72 hours. With our other products it will differ from item to item based on the allocated warehouse, so feel free to reach out to get an ETA on your dispatch.

Items generally take 3-10 working days for delivery to any state capital city, 4-10 working days for delivery to most large regional towns and 7-14 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. Unfortunately, specific delivery dates or times are not offered by couriers.

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

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.

As we have multiple warehouses located across Australia, we are unable to currently facilitate pick up service. 

Please note, for some batteries we might be able arrange a pick up based on the warehouse location and type of battery. Please reach out to us for further information on this.

Many Tools.com items are freight free, but this may vary with individual listings. There will be a shipping calculator available with the item listing. Please enter your postcode and hit calculate.

Contact us via this form let us know which order you would like to cancel. If it hasn’t been dispatched, the team will be able to cancel it with no hassle and process your refund. 

If your order has already been dispatched, you will have to return it back to us on your account for a refund. You can contact us for the return details.

We usually don’t accept change of mind returns, however please reach out to us to see how we can help you with this.

Contact us as soon as possible with your order number and a photo of what you received. You can use the this form below to reach out to us.

Yes, if it has been determined that your it was damaged in transit, we will arrange a refund or replacement on our account to you. Please take a photo of the damaged item with packaging that we can use as a reference. You can use this form to contact us about your order.

Make sure the item is in original condition and packed carefully. If we have accepted the return and agreed to send you a paid shipping label, the team will provide you with this. Just print, attach and drop off at the post office. 

If it is a change of mind return, you will have to pay for the label and share the tracking number with us so that we can locate the parcel easily once it arrives at our warehouse.

Refunds can take up to 2-5 business days to be processed to you. This will mostly depend on the payment method you used.

Yes you can contact us on 1300 334 894. We highly recommend using this option only for urgent issues.

We talk and give support to all our customers online, which we find is the quickest and most effective way, as our phone line might be busy sometimes. So please feel free to open a ticket with us here or email us via support@tools.com and an agent will be in touch with you. 

We do have different warehouses across Australia based on the product so we might be shipping your item from a different location. It would be best to reach out to us and check if your item can be collected from one of our stores.

Tools available to demonstrate will depend on whether the supplier offers this service for that particular tool. However, you will find most tools can be requested. Please feel free to contact us for more information.

Yes, however this may delay your request for a product demonstration by up to 6 weeks.

Absolutely not! This is a completely free service.

Ask Liam is our very own real product specialist who is here to help you with any product related questions that you can’t find the answer to on our website. You can utilize our Ask Liam feature to find the answers to those technical questions.

Ask Liam is a feature we offer that is a real person. We don’t currently offer Ask Liam as a live chat, however these product related questions are sent straight to our Ask Liam agent and you will receive an answer to your question via email.

Any questions that are not specifically related to a product will be answered by a different department, relevant to your question. Therefore, please view all our different help options on our help-center home page.

Please contact us via your marketplace account (Ebay/Catch/Kogan/Ozsale/Mydeal/Autodirect repairs) for the fastest response/solution

Yes, we do. We sell on Ebay, Amazon, Catch, Kogan, Ozsale, Mydeal and Autorepairsdirect under various usernames

Unfortunately, we don’t offer this service for our marketplace orders. Your order will be delivered to the given address and tracking will be uploaded on the marketplace portal. Please refer to our tracking FAQs for more information.

Yes, of course. Please reach out to us and one of our agents will email you a quote including all the costs.

This will depend on the quantity and product you want to purchase. Please feel free to contact us for a more personalised quote. 

If you have an existing credit account with us or if you have store credit remaining from a previous purchase this option will be possible. Please contact us for more information

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.

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.

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