Support at ToolBarn.comInternational Customers
Order Status Questions
Product Catalog Questions
> Do you ship to international addresses?
At this time, we only ship to the U.S. and minor outlying islands. The requirement is that the shipment can be validated by using the industry standard Address Validation System (AVS) through the credit card issuer, so the payment must be made by an account through a U.S. bank. For U.S. Territories, most of the banks are in compliance with these requirements, and shipments will be made by Priority Mail unless specific other arrangements are made in advance.
> Can I have my item shipped to an exporter?
Unless your exporter is set up as the billing address for your credit card, and your credit card is issued from a U.S. bank, we have no way of authenticating the order with the card issuer. In nearly all cases, we cannot ship to an exporter because of the liability involved.
> Why don't you ship outside the United States?
There are a number of reasons we do not ship outside the United States. The main reasons being credit card security and import-export regulations.
> How can I tell if an item is in stock?
We show stock levels which are updated regularly, but may not be 100% accurate depending on our in store sales. Please give us a call Toll-Free at (866) 597-3850 or email firstname.lastname@example.org if you need exact status on a specific item.
> What happens if an item is on backorder?
If an item is on backorder, we will attempt to contact you as soon as we know about it. You have the option of canceling the order at that time, or waiting until the backorder is filled to receive your product. Some manufacturers don't inform us of backorders, so we attempt to stay on top of all the orders as best as we can. However, due to the large volume of orders we may occassionally be unaware of a backorder, if you would like us to provide an updated status for your order, please email or call us.
> Are your products new or refurbished?
All items are new unless we state on the product detail page that the item is an Open Item, Damaged, Refurbished, Remanufactured or Rebuilt.
> Can you get other items than those listed on your website?
As long as we are set up with the specific manufacturer, we can get any product within their tool lines. If you are in need of replacement parts, check out our other website at ToolPartsDirect.com. If you are interested in a non-listed tool, please email us at email@example.com and we'll assist in getting a special order placed.
> My order says "Customer Response Required". What do I need to do?
You should have received an email giving you specific instructions on the information we require to proceed. If you can't locate that email, or you have a overly sensitive spam filter that got rid of it, either call us Toll-Free at (866) 597-3850 or email firstname.lastname@example.org. Please be prepared to give us your order number when you call, and include it within any emails you send for quicker response.
> Do I have to order online?
While we prefer it, you may also phone or fax your orders to us. The specific instructions are located in the appropriate help category.
> How do I order by Phone?
Phoning in an order is quick and easy. Simply call us Toll-Free at (866) 597-3850 Monday - Friday between the hours of 8:00 A.M. and 5:00 P.M. Central Time. Our support staff will be happy to assist you in getting your order placed, answer any last minute questions, or get any additional information you may require.
> How do I order by Fax?
To order by fax, either add all the items to your shopping cart and print it, or create your own listing and fax it to us. Our fax number is (402) 408-2352. Be sure to include your shipping details. Please include your contact information so we can contact you for payment.
> What payment methods do you allow?
At this time, we only accept payment via major credit card.
We do not accept payment for orders by check, cashier's check, money order, C.O.D., Purchase Order or any other non-credit card payment method.
> What credit cards do you accept?
We currently accept Visa, Discover, MasterCard, and American Express.
> Do you have a printed product catalog?
At this time, our web site is our product catalog. We are constantly adding new products and lines to our web site, which would make any printed catalog obsolete by the time it is printed, and even worse by the time you received it.
> I cannot find a tool or accessory on your website, can you get it?
As long as the tool or accessory is offered to us from the manufacturer we should be able to get it for you. Most likely, it will be a special order item, and may take between a few days and two weeks to get into stock. The best way to find out is to send an email to email@example.com or place a call to our Toll-Free Customer Service line 866-597-3850. Be sure to include a part number, description and manufacturer name in any emails you send.
> What is your return policy?
Our return policy is simple. Within 30 days of receipt of your order, you may return any unused tool in its original condition, in it’s original packaging for a full refund. In addition, certain manufacturers allow for returns under their "Satisfaction Guarantees" and we honor the terms of these manufacturer return policies.
Please call or email for a return authorization number prior to sending any product back to us. Never send a package to the manufacturer, unless we tell you to do so. Please be aware that any item being returned directly to a manufacturer who does not have a 30-day satisfaction guarantee may be subject to a restocking fee.
> Is it safe to order on your website?
Safe Technology: Our secure server software (SSL) is the industry standard and among the best software available today for secure commerce transactions. It encrypts all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet.
Toolbarn.com has implemented Extended Validation SSL technology and guarantees every transaction you make at Toolbarn.com will be 100% safe. This means you pay nothing if unauthorized charges are made to your card as a result of shopping at Toolbarn.com.
- You are protected under Federal Law
- Under the Fair Credit Billing Act, your bank can not hold you liable for more than $50.00 of fraudulent charges. If your bank does hold you liable for any of this $50.00, Toolbarn.com will cover the entire liability for you, up to the full $50.00. Toolbarn.com will only cover this liability if the unauthorized use of your credit card resulted through no fault of your own from purchases made at Toolbarn.com while using the secure server.
- In the event of unauthorized use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures.
> Will you sell my personal information?
We know that your personal information is just that... personal. We will never sell, rent, or share your personal information to any 3rd party. The only exceptions would be as required under federal law in investigations of fraud.
> How do I determine the shipping cost on an item?
Simply add the item(s) you would like to your cart, and enter your shipping zip code in the space provided. Once you submit your zip code, the website will pull up shipping costs automatically for any items in your shopping cart.
> Do you offer free shipping?
We will offer free shipping from time to time for selected items as a promotion. We have more information on our shipping costs at our Free Shipping information page.
> Why can't I track my Priority Mail shipment?
Priority Mail offers delivery confirmation only. For most shipments, the US Postal Service now provides detailed treacking information, however it is possible that packages may not be scanned as regularly as they are when using FedEx or UPS.
> Where do your shipping charges come from?
We get our shipping costs directly from FedEx, UPS and the U.S. Postal Service websites based upon the shipment weight and delivery location. We send all shipments insured with delivery confirmation (Priorty Mail) or with tracking (FedEx and UPS). Neither parcel post nor first class mail are currently offered.
> What shipping methods do you use?
We currently offer USPS Priority Mail, FedEx, UPS and truck shipment options.
> How long will it take to get my order?
We normally ship all orders within one business day of the date the order is placed. If we do not have an item in stock, we will then attempt to ship the items directly from the manufacturer. If this is the case with your order, the status will be updated to "Direct Shipment from Manufacturer." Typically, this adds 1 - 2 days to the time it takes to ship out, and the actual transit time could be more or less than the estimate on the website.
Some manufacturers have minimum orders. If the order does not meet the minimum (or is shipping via US Priortiy Mail) we will order it into our warehouse. The order status on such an order would be "On Order from Manufacturer." This typically takes between 2-7 business days before we are able to ship to the customer.
Once we have shipped your item, if you're sending via UPS or FedEx, there is a guaranteed delivery time.
UPS does not count weekend days as days towards delivery, FedEx Home Delivery delivers on Saturdays but not Mondays.
Ground is typically 1 - 5 days from the shipping date, depending upon location. Please keep in mind that the day an item is shipped is not included in the counting.
2nd Day Air is 2 days from the shipping date, excluding weekends and holidays. For example, an order shipped on Friday will be delivered on Tuesday.
Next Day Air is the next business day from the shipping date. Weekends and holidays are excluded.
Priority Mail does not have a guaranteed delivery time. Generally, it takes 2 - 3 days from shipment, but there can occasionally be delays. Our average priority mail shipment takes 2.6 days. Priority mail has delivery Monday through Saturday.
ToolBarn.com / ToolpartsDirect.com values the relationship we have with our customers and we are committed to responsible information handling practices. Your privacy on the Internet is important to us. Because we gather certain types of information to process orders, we want you to understand the terms and conditions surrounding the capture and use of that information. This privacy statement discloses what information we gather, how we use it, and how to correct or change it.
Third-Party Web Analytics: We use third-party web analytics from Google to help analyze where visitors go and what they do while visiting our website. We use this information to improve our shopping experience for our customers.
> Collection of Information (Personal Data & Aggregated Data)
ToolBarn.com gathers two types of information about users:
- Personal data, provided through voluntary registration.
- Aggregated data, which tracks users as a whole.
We collect personal information such as your contact information (name, e-mail address), billing/shipping information (credit card number, shipping address). When submitting personal information on an online form, we will identify which fields are required in order to fulfill your request.
We request information when you purchase products or services, sign up for a drawing, promotion or survey, contact us with a question or concern or participate in other activities. In addition, when using our Web sites, our servers may collect click-stream information (such as the address (or URL) of the Web site that you came from before visiting our site, which pages you visit on our site, which browser you used to view our site and any search terms you have entered on our site.
Your provision of such additional information is your acknowledgement that you consent to our use of such information to better serve you, our visitor, and others coming to our sites. Except as described below, it is not disclosed to parties in any way that personally identifies you without your prior permission.
Aggregated data, which tracks website user activity as a whole rather than on an individual basis, is gathered through several methods. This tracking data follows website traffic in general, and is not used to identify you personally. Aggregated tracking information helps us to determine which areas of our site users like and don't like based on traffic to those areas. We do not track what you read, but rather how well each page performs overall. This helps us continue to build a better service for you. We may disclose such aggregated information to third parties such as our vendors.
> Does ToolBarn share the information I've provided?
ToolBarn.com may need to share personal information with third parties in limited circumstances. For example, we may release personal information to third parties to perform services on our behalf such as; fulfilling our customer’s orders, sending marketing communications on our behalf, delivering packages, servicing products, conducting research or surveys, sending regular mail and e-mail, or processing credit card payments. ToolBarn.com does not sell or rent customer information to third parties.
ToolBarn.com and ToolPartsDirect.com are affiliated entities and wholly owned subsidiaries of Tighton Fastener & Supply, Inc. As such, any information you may provide to us either online or offline may be combined or shared between current or future Tighton Fastener & Supply, Inc entities and subsidiaries.
> How is information used?
We use the information you provide in order to 1) fulfill requests for products, services or information, 2) provide customer services, 3) administer drawings or promotions, 4) offer new products and services, 5) measure and improve the effectiveness of our Web sites, our marketing efforts, or our services and offers, 6) tailor our online or in-store offerings to your preferences, 7) administer surveys, 8) send marketing communications or 9) other business purposes.
> Contests and Drawings
ToolBarn occasionally offers contests and drawings in which we request certain personal information on a voluntary basis. These contests are conducted in full accordance with United States federal and state laws. The full rules and all information about such contests are clearly posted during the event, including how information gathered will be used.
Our Web server automatically collects the address of the Web site that you came from before visiting our site, which browser you used to view our site and any search terms you have entered on our site.
Our Web site may also use other technologies to track which pages on our Web sites our visitors view. This non-identifiable click-stream data helps us understand how visitors use our Web site and help to identify areas of improvement.
> Children and Privacy
We request that children under 17 do not submit or post any information to the site without parent’s or guardian's consent. We will not request or knowingly collect from a child any information online that can be traced to the child, such as an e-mail address, name, or information about the child's family. Unless a parent or guardian consents to such use in advance, we will not knowingly use information that a child provides to us for any marketing, selling or promotional purposes.
> Can I update my information or Opt-out?
If your information is currently being used to send you marketing communications, you can opt-out at any time. All marketing e-mail and direct mail communications such sale emails, newsletters or exclusive special offers, have easy-to-follow instructions stating how to stop receiving them.
To opt-out of receiving marketing communications from us:
1) Follow directions on a marketing e-mail or direct mail communication from us. This is the fastest and most accurate method of removing your name from our marketing.
2) Call toll free (866) 597-3850
3) Send e-mail with subject unsubscribe with your current contact information and what you wish to unsubscribe to to us at: firstname.lastname@example.org.
4) Send a request with your current contact information to:
ToolBarn.Com / ToolPartsDirect.comIf you send an e-mail or letter request, please be sure to include your full name, address, phone number and e-mail address and indicate specifically what type of marketing communications you wish to stop receiving. This will ensure we identify you correctly in our systems and accurately process your opt-out request. Please note that due to production and mailing timelines, it may take up to 10 business days for e-mails and up to six weeks for direct mail to make the requested change. Until that change takes effect, you may still receive marketing communications from us.
7820 L St.
Omaha, NE 68127
Also, please note that you may still receive business-related communications such as order confirmations, product recall information or other administrative communications.
Last revision date: July 6, 2012
> What is your policy on Typographical Errors?
ToolBarn.com is not responsible for typographical or photographical errors. In the event that there is a typographical error in the pricing of a product you have ordered, we will contact you upon discovery of the error.
Occassionally products are discontinued by manufacturers with little or no notice. In the event that there is an order for only the discontinued item, we will cancel the order. If there is an order that contains additional products, we will contact the customer with options of cancelling the one item or the entire order.
We strive to make sure errors such as these do not occur; however from time to time they may happen. If you would like to be sure on a price, feature or specification, please call Toll-Free at (866) 597-3850 or e-mail our customer service department.