FAQs

Pricing and Billing

Do I have to pay sales tax?

You only have to pay sales tax if you are located in the same state as our warehouse, Ohio.

When will my credit card be charged?

Typically your credit card will be charged the same day your order ships.

I have a question on my charges.

Click the "Your Completed Orders" link in the "My Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact our customer service department at 1-800-424-8251 for assistance.

I need a copy of my receipt/invoice.

For pending orders, click the "Order Status" link at the top right hand side of our site to print invoices. Past invoices can be found by clicking the "My Account" link at the top right hand side of our site, then the "Completed Orders" link.

When will my credit appear on my account?

Credits usually take 7-10 business days from the time we receive your item(s).

Order Status

When will my order ship?

Please see each individual item page for more information on the availability of each item. Also, after placing your order, you may click the "Order Status" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

To view the UPS Expected Delivery Map click here.

We strive to ship every order the same day it is placed. UPS Standard Ground Shipping guarantees delivery by 7pm. The following map represents the number of business days your order will take to be delivered to your location when UPS Ground service is selected at checkout. Express delivery options (Next Day, 2 Day, and 3 Day) are also available at checkout.

Has my order shipped?

Click the "Order Status" link at the top right hand side of our site to check your orders status.

How do I change quantities or cancel an item in my order?

Please call our customer service department as soon as possible at 1-800-424-8251.

How do I track my order?

Click the "Order Status" link at the top right hand side of our site to track your order.

My order never arrived.

Click the "Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already and confirm that the "Ship To" address is correct. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered," please contact our customer service at 1-800-424-8251 for assistance.

An item is missing from my shipment.

Click the "Order Status" link at the top right hand side of our site to track your order status. Be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered," please contact our customer service department at 1-800-424-8251 for assistance.

My product is missing parts.

First, double-check the bottom of the shipping container to see if the part may have come loose during shipment. Click the "Order Status" link at the top right hand side of our site to track your order status and be sure that all of the items in your order have shipped already. If you order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered," please contact our customer service department at 1-800-424-8251 for assistance. 

When will my backorder arrive?

Backordered items are those which our suppliers are unable to predict when they will have more in stock, but as soon as they do, we will be able to ship the item to you. Please contact our customer service department at 1-800-424-8251 for the up-to-date status of your order.

Returns

What is your return policy?

Original sales receipt must accompany returns.

We accept returns for exchange or refund 7 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition." Definition of new, unaltered and unused condition is:

-without showing signs of wear or damage in any way -within 7 calendar days of the delivery date (after 7 days no returns are allowed) -must not be a special order or a custom order -unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item's particular item description.

If an item is received damaged or is incorrectly shipped by us please contact Customer Support immediately. Items that are defective and shipped from us or items that you did not order but received from us will qualify for store credit or a cash refund.

Refunds are contingent upon inspection of item(s) once we receive it.

There is a 15% restocking fee for returned items that are not being exchanged and are not damaged. Again you MUST contact us within 7 days if you intend to return ANY item back to our store. Items returned to us AFTER 7 days and WITHOUT contacting us will NOT be refunded.

Customer is responsible for all shipping costs if seller is not at fault.

I received the wrong product.

If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.

My Account

How do I create an account?

1) Click the "Create an account" link at the top right side of our site. 2) Enter your Personal and Shipping Details.

Your information is NEVER sold to any other company and is kept completely private. Please view our Privacy Policy for more information.

How do I edit my account information?

Click the "My Account" link at the top right hand side of our site to edit your account information.

How much is my shipping?

Shipping is automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices.

I forgot my password.

Click the "My Account" link at the top right hand side of our site. Under the login box you'll see a link that says "Forgot your password?" That link will send an email to reset your password.

Guarantees

Low Price Guarantee

It is our commitment to provide you with the best value, at the best price. We value your business and strive to keep our prices low, and SAVE you money!

Ideas

What if I have an idea for a great ToolLab product?

We are always interested in innovative products that could help our customers work save time, money and more efficiently. Please submit your idea to [email protected] today!

Privacy Policy

We value your privacy. Please view our Privacy Policy for complete details on how we use the information we collect.

Security

This website is protected with SSL (secure socket layer) encryption, the highest standard in Internet security.

Privacy Policy

How do we use your information?

We may use the information we collect from you when you register, purchase products, enter a contest or promotion, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

To personalize your site experience and to allow us to deliver the type of content and product offerings in which you are most interested.

To allow us to better service you in responding to your customer service requests.

To quickly process your transactions.

To administer a contest, promotion, survey or other site feature.

If you have opted-in to receive our email newsletter, we may send you periodic e-mails. If you would no longer like to receive promotional email from us, please refer to the "How can you opt-out, remove or modify information you have provided to us?" section below. If you have not opted-in to receive e-mail newsletters, you will not receive these e-mails. Visitors who register or participate in other site features such as marketing programs and 'members-only' content will be given a choice whether they would like to be on our e-mail list and receive e-mail communications from us.

How do we protect visitor information?

We implement a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information you supply is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our databases to be only accessed as stated above.

Do we disclose the information we collect to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information unless we provide you with advance notice, except as described below. The term "outside parties" does not include ToolLab, Inc. It also does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others' rights, property, or safety.

How can you opt-out, remove or modify information you have provided to us?

To modify your email subscriptions, please let us know by modifying your preferences in the "My Account" section. Please note that due to email production schedules you may receive any emails already in production.

To delete all of your online account information from our database, sign into the "My Account" section of our site and remove your shipping addresses, billing addresses and payment information. Please note that we may maintain information about an individual sales transaction in order to service that transaction and for record keeping.

What's your mailing address?

ToolLab, Inc.
3455 Cross Road
Winchester, Ohio 45697
1-800-424-8251
[email protected]

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