All orders at ToolsonU undergo rigorous durability testing before shipment. Due to our specialized quality control process for industrial-grade tools, order processing typically takes 3-5 business days (extended compared to standard hardware retailers). During peak seasons, processing may extend to 5-7 business days. Order cancellations are only accepted within 24 hours of purchase by emailing [email protected]. Beyond this period, your order enters our specialized preparation phase and cannot be canceled—though our extended return window provides ample flexibility for tool evaluation.
We guarantee the performance of our professional-grade tools. You may return unused tools in original condition within 30 days of delivery (significantly extended from industry standards). For exchanges of electric drills, precision screwdrivers, or hammer sets, we allow 45 days to accommodate testing periods and international shipping delays common with industrial equipment. Initiate returns through www.toolsonu.com and select preferred exchange options. Note: Custom-configured tools and specially sharpened blades marked "Non-Returnable" are excluded from this policy.
To maintain our professional standards, returned tools must: (1) Show no signs of use, wear marks, or operational residue (2) Include all original packaging including protective cases and manufacturer seals (3) Contain all accessories and documentation. Our technicians conduct comprehensive seven-point inspections upon receipt. Tools failing inspection will be returned at your expense within 14 business days with a detailed technical assessment report.
Refunds require 5-10 business days after we receive your return—this extended timeframe accounts for our technical verification process and performance testing. The refund amount excludes original shipping fees and any return shipping charges. For payments processed through PayPal or credit cards, additional 3-5 banking days may apply before funds reflect in your account. During holiday periods, processing may extend by 3-5 additional business days.
Customers are responsible for return shipping costs unless the return results from our error (incorrect/damaged item shipment). We strongly recommend insured, tracked shipping with adequate packaging—ToolsonU cannot assume liability for lost or damaged return shipments. For professional tool exchanges exceeding $500, we provide prepaid shipping labels (deducted from your refund if unused or damaged).
Report manufacturing defects or shipping damage within 10 days of delivery by emailing [email protected] with detailed photos/videos demonstrating the issue. We'll arrange complimentary return shipping and expedite replacement (subject to inventory availability) or issue a complete refund including original shipping costs. This exception to our standard policy reflects our commitment to industrial-grade reliability.
Custom-configured tool sets and specially calibrated instruments are final sale. For holiday season purchases (November 20 - December 31), the return window extends to January 31. Industrial bulk orders and contractor packages have separate policies—consult your account manager. ToolsonU reserves the right to refuse returns from customers demonstrating excessive return patterns (exceeding 35% of total orders).
For return authorization or technical policy questions, contact our Tool Support Team at [email protected] (response within 48 hours). Always include your order number and detailed photos for damaged items. Visit www.toolsonu.com for live technical support during business hours EST.
