Toolfetch FAQ's

1. It says free shipping on ground, are their other hidden costs associated with free shipping?

Please note this only applies to larger items that ship by truck 80 IBS or more
Cement Mixers, Panel Saws, Log Splitters, Generators etc..)

Truck Deliveries

Most of our trucking carriers offer Curb Side Delivery to customers location. Curbed Side Delivery means it is the responsibility of the customer who is receiving the shipment to have the means to unload by (fork lift or loading dock)

Please note larger items that have free shipping on ground delivery (Cement Mixers, Panel saws, log splitters) Toolfetch pays the shipping to a commercial/business address assuming the location has a fork lift, loading dock or man power to remove the product off the truck. Toolfetch does not pay for Residential fees or lift gate service, this is responsibility of the customer. One of our shipping personal will contact you prior to processing your order with (Residential fees, or liftgate fee if required).

Toolfetch offers different options for truck deliveries:

Commercial/Business Address:

If Toolfetch ships to a commercial address (assuming customer has a forklift or loading dock) Toolfetch will pay the shipping. If liftgate service is required additional fees will be added depending on the freight carrier. A Toolfetch shipping representative will contact you and ask you if you need this additional service. Toolfetch is not responsible if the product cannot be unloaded off the truck. Truck drivers are not deemed responsible to help unload the product off the truck. Please note if you operate your business out of residential address you will be charged for the additional costs of delivering to a residential address

Residential address:

(Larger Items such as Cement Mixers, Panel Saws, Generators etc..)

Trucking carriers impose additional shipping costs to a residential address. The additional fee is due to shipping carriers not being able to use 18 wheelers down residential streets and need to switch to smaller trucks. Toolfetch is not responsible for additional shipping costs to a residential address.

Additional costs for residential delivery can range from $30-65 depending on shipping carriers. Larger items that are heavy over 70 lb. customers should request lift gate service. Liftgate service charges can range from $40-100 depending on carrier. A Toolfetch representative will call prior to processing the order and discuss these additional costs

If the customer does not request lift gate service Toolfetch is not responsible if the product cannot be removed from the truck. Please note truck drivers are not deemed responsible to help unload the product off the truck .If the driver or customer cannot unload the product it will be brought back to the shipping depot. The customer is responsible for making a 2nd delivery attempt and will be charged accordingly

Pickup from Terminal:

An alternative to shipping to a residential or commercial/business address is shipping the unit to a shipping terminal. If the customer requests to ship to a terminal we can make arrangements with our shipping carriers for the customer to pickup the unit from the terminal. Toolfetch will determine the closest terminal to the customers location prior to processing the order. Please note you must bring proper identification to the terminal.

Products that have the icon free shipping on ground deliveries:

Items under 70 lb. (lasers, carts, powertools, buckets, etc...) that have free shipping on ground delivery will be shipped regular UPS ground or FedEx Ground.
Items over 70 Ib. (Cement Mixers, Log Splitters, Generators, kettles, rail saws etc...) that have free shipping on ground delivery will be shipped by freight truck. Please note these items can only ship ground service. Toolfetch has free shipping to commercial/business addresses assuming the location has a loading dock or fork lift present to remove the item off the truck. Toolfetch does not pay for additional residential fees or lift gate service ( please see residential address section for addition al costs). These additional costs are the responsibility of the customer. A Toolfetch representative will call prior to processing the order and ask if the customer is shipping the product to a residential address or commercial address and if you require lift gate service.

UPS and FedEx:

Most items under 70 pounds ship by UPS or FedEx
Please note UPS and FedEx cannot ship to a PO Box.
If shipping to Hawaii or Alaska the shipment will be mailed Second day air

2. Will I be charged sales tax?

Sales tax will only be charged to NY State residents as we have a location in New York. Sales tax will not be charged if you are shipping outside of New York. Please note. Toolfetch does charge sales tax on all Mk Diamond products for CA state residents.

3. How do I cancel an order?

If you need to cancel an order for any reason please contact us first at 1-800-508-4735 and make sure the order has not shipped. Order can only be canceled over the phone. Your credit card will be refunded in 2-6 business day.

Please note: If you cancel your order after it ships we cannot accept a cancellation. If you refuse the shipment your order will fall under our return policy..

4. You ship ground and second day, can I ship an item overnight?

We can ship UPS and FedEx items overnight. You need to call us at 1-800-508-4735 for overnight shipments. One of our customer service representatives will configure the charges for overnight service.

5. My order status says 'pending' what does that mean?

Relax!! Our systems are updated every few days with tracking information. If you see 'Pending' and your concerned about your order just send us a quick email at contact@toolfetch.com and we will update you with your order status.

6. I forgot my order number how do I check status of my order No problem just call us and we can look your information up in our system

7. Can I only order online?

No. We take phone orders all day long. Give us a call at 1-800-508-4735 and one of our sales representatives will assist you with placing your order.

8. Do you take purchase orders?

We take purchase orders from Universites, Goverment Agencies, Fortune 500 companies etc... See our pre approved purchase order page Here.

If you do not see your company listed under the preapproved purchase order list we must set your company up as a new customer. Please contact us at 1-800-508-4735 and one of customer service agents will send you all the paper work necessary for setting up a new account with Toolfetch.

9. I received half my order what do I do?

Relax!!. Some shipments are sent in multiple boxes. Sometimes shipments get separated in transit and arrive a day or two later. Contact us at 1-800-508-4735 and a customer service agent can assist you.

10. I am having trouble ordering online my credit card is failing

Relax!! Common reasons for credit card failure is:

1. Going over your daily limits
2. Credit card companies sometimes red flag larger transactions for your protection. No problem it requires a quick phone call to your credit card company.
3. Incorrect billing address

11. What payment terms do we accept

Toolfetch takes all major credit cards.

1. Visa
2. Amex
3. Discover
4. Mastercard

We accept business checks or cashiers check, money orders. We take purchase orders from Universites, Goverment Agencies, Fortune 500 companies etc...
Please contact us at 1-800-508-4735 and one of customer service agents will send you all the paper work necessary for setting up a new account with Toolfetch.

12. What is your return policy?