Damaged/Non-Working Items
If you receive an item and it is damaged, not working or missing parts you may:
- Bring the item to your local Service Center.
This option will usually be the quickest way to solve your issues.
Service Centers can usually provide parts and/or service on the spot
and get your tool working in no time. For a list of the nearest Service
Centers, please visit the web site of your tool's manufacturer.
- Return the item to us.
Within 30 days of the purchase date, we will glady process an exchange
of damaged/non-working merchandise. To return an item, please call our customer service department at 1-800-696-8665 to arrange a return.
- Returns
must be post-marked, within 30-Days from the date received and in
re-sellable condition to avoid a 15% restocking fee. You will be
responsible for all return shipping costs on non-defective items,
unless damaged in shipment.
Returns for All Other Reasons
In
order to keep our prices low, we will charge a re-stocking fee in
certain instances to re-coup the cost associated with returns. A 15%
re-stocking fee will be assessed in the following situations:
- Non-defective merchandise returned in visibly used, or damaged condition
- Orders "Refused" without authorization
- Returns that were shipped back after 30 days of the date received (Note: unless authorized, late returns will be rejected)
- Any return that is not the result of defective/damaged merchandise or a shipping error
How to Return An Item
To return an item, please call our customer service department at 1-800-696-8665 to arrange a return.
We
will provide you with return instructions. Returns must be post-marked,
within 30-Days from the date received and in re-sellable condition to
avoid a 15% restocking fee. The customer is responsible for all return
shipping costs on non-defective items, unless damaged in shipment.
Exceptions:
- Items over 150LB are governed by our Large Item Return Policy
- International Orders are governed by our International Return Policy
- Due
to shipping regulations, items with gasoline engines cannot be returned
after gasoline has been added to the tank. These items must be repaired
at a authorized Factory Service Center
- Restocking Fees will be applied in certain situations
Packing and Sending Your Return
When getting your item ready to send back, please make sure that the item meets the following guidelines:
- The item is in its original box and original packaging
- The product is securely packaged to avoid damage
- The product is sent with all of its parts and manuals
Large Item Return Policy
Due
to the expense of shipping heavy items, large items are governed by a
separate Return Policy. Be sure to carefully inspect all Heavy Item
(freight) deliveries for damage before signing the bill of lading as
freightliner handling charges cannot be refunded. If items arrive
damaged or defective, you must note this on the shipping receipt and
refuse delivery to avoid paying actual freight charges. Please notify
us of any delivery problems as soon as possible to expedite the refund
process.
Please note that you will be responsible for the actual freight costs in the following instances:
- You miss your delivery appointment
- You refuse or return a non-damaged, non-defective item
Freight fees on large items often range between $100 and $400.
International Returns
International Orders are governed by our Standard Return Policy with the following amendments:
- International
Customers bear full responsibility for insuring return merchandise
arrives at our warehouse within 20-days of initiating a return,
including all incurred shipping, duty and tax charges
- Manufacturer
warranties sometimes vary in countries other than the United States,
please contact the respective Manufacturer to find out whether coverage
varies in your country
Restocking Fees
In
order to keep our prices low, we have to charge a re-stocking fee in
certain instances to re-coup the cost associated with returns. A 15%
re-stocking fee will be assessed in the following situations:
- Non-defective merchandise returned in visibly used, or damaged condition
- Orders "Refused" without authorization
- Returns that were shipped back after 30 days of the date received (Note: unless authorized, late returns will be rejected)
- Any return that is not the result of defective/damaged merchandise or a shipping error
Once
we receive your return, please allow 14-Days for us to inspect and
process your return. Credit Card and PayPal purchases will be refunded
to the account you provided when you placed your order. Bill Me Later,
SECURE-eBill and Western Union purchases will be refunded via check or
store credit, at our option.
Purchases made with Tool King Gift Cards cannot be returned, but may be exchanged for the same item.
Warranty and Parts Info
Repairing Products Through an Authorized Service Center
After
30 days, purchases made from Tool King are no longer covered by our
Return Policy. After this time, products are covered by their
respective Manufacturer’s Warranty and in most cases, may be brought to
an Authorized Service Center for repair.
- To learn how warranty claims are handled for a specific manufacturer, please visit Tool Kings Warranty Information Page
- To find the nearest Authorized Service Center in your area, you may contact the manufacturer directly or 'Contact Tool King' for more information