FAQ
Straight answers.
Shipping cutoffs, returns, bulk pricing, and everything else buyers ask before they order.
Shipping
Do you ship nationwide?
Yes. We ship to all 50 states from our Midwest warehouse. Most of our customers are in Nebraska, the Dakotas, and the surrounding states, and standard ground reaches most of the Midwest in one to two days.
What is the same-day shipping cutoff?
Orders for in-stock items placed before 2pm Central leave the warehouse the same business day. Orders after the cutoff ship the next business day.
How do I track my order?
Every shipment gets a tracking number by email as soon as the label prints. Once the online store launches you will also be able to look an order up on the site with your order number and email address.
Do you ship oversized or freight items?
Large items like shop presses, jacks, and compressors may need to travel by freight rather than parcel. Contact support with the SKU and your zip code and we will confirm the freight cost before you commit to anything.
Ordering & Payment
Do you sell to individuals or only to businesses?
Both. Most of our volume is shops, plants, and farm operations, but there is no account requirement and no minimum order. If you use tools, you can buy them here.
Do you offer bulk or account pricing?
Yes. If you are outfitting a crew, stocking a service truck, or standardizing a plant floor, request a quote through the contact page with the SKUs and quantities and we will price the package.
What payment methods do you accept?
The online store will take major credit and debit cards at launch. For purchase orders or other arrangements, contact support and we will work with you.
Do you charge sales tax?
Sales tax is applied where the law requires it, based on the shipping address. Tax-exempt operations can send their exemption certificate to support before ordering.
Can you get a product that is not listed?
Often, yes. The catalog online is what we stock, but we can source adjacent lines and sizes. Email the description or a competitor part number to support and we will tell you what we can do and when.
Returns & Warranty
What is your return policy?
If something arrives damaged, defective, or not as described, contact support and we will make it right. For details on return windows and condition requirements on other returns, email support before sending anything back so we can issue the right paperwork.
How are warranty claims handled?
Most lines we carry are covered by their manufacturer warranty. Email support with the SKU, proof of purchase, and a photo of the problem and we will route the claim or replace the item, whichever is faster.
Support
How do I reach a real person?
Email support@thetoolguys.com and a person who knows the shelf answers within one business day. No ticket maze and no chatbot.
Still stuck?
Email support@thetoolguys.comwith your question, a SKU if you have one, and your zip code for shipping questions. A person answers within one business day.