Shipping and Return Policy
Order Cancellations and Returns
- Most orders CAN NOT BE CANCELLED
- No Returns ACCEPTED
Cancellations before items ship
Most of our items have to be assembled after an order has been placed. Rollers have to be installed into dolly frames, fittings have to be attached to slings, and jacks have to be filled with hydraulic fluid, etc. Once any order is processing, the order cannot be cancelled.
We may be able to cancel an order if we receive the cancellation request before processing begins. Please call customer service as soon as possible to determine if a cancellation is possible. A restocking fee of 20% ($50 minimum) applies and must be paid via credit card at the time of order cancellation.
Returns after items ship
We do not accept returns once the items have shipped. We cannot determine if a returned item had been used or not, even if the equipment is returned in the original packaging. Returned equipment cannot be tested for fractures or tears due to possible overloading by the previous customer. Returned equipment can therefore not be sold to the next customer as new with the original factory issued capacity rating or any applicable load proof testing meeting OSHA, ANSI or other possible safety regulations.
Inspect Before Use
Customer is responsible to immediately inspect each product for order accuracy, defects in manufacturing, shipping damage, or any other problem. DO NOT USE the product(s) if it appears not to conform to the order or if the product(s) appears to be defective. Contact customer service within 7 days of receiving the item for exchange.
Products to be Used by Experienced Operators ONLY!
Our products are NOT intended for home use.
Our industrial products are intended to be used by experienced operators that have received the necessary training in operating the product(s) and that understand all current applicable safety rules and regulations.
We are not responsible for how these tools are used and we do not guarantee that the tools will work for the intended use.
Damaged / Lost Shipment
Please call our customer service department in the event of a shipment that becomes damaged or lost in transit. We will provide support if such an unfortunate incident occurs. Please contact customer service within 7 days of receiving a damaged shipment or upon discovering that a shipment is lost.
Items of 120 lbs or less: Ship via UPS or FedEx Ground.
Bulky and items over 120 lbs : Ship via FedEx Freight. A lift gate surcharge may apply if customer does not have a loading dock.
Items ship FOB Origin, prepaid (collect shipping available on selected items)
Shipping to Hotel
If orders are shipped to a temporary guest of a hotel: Shipment will be left at front desk or hotel business center depending on hotel policy. Toolwell is not responsible for lost or delayed shipments.