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Frequently Asked Questions
  • Pricing on our website

    Why is "Add to cart" shown instead of the price on certain products?

    Where you see this, the manufacturer has a policy in place which states that we are not to advertise below a certain suggested price. When you place the item in your shopping cart, we are able to show and give you our lower discounted price. Any item placed into our shopping cart can be easily removed before giving us any personal information.

  • Existing Orders

    How can I change my "ship to" address after I placed my order?

    To protect Tools Plus customers from fraudulent charges, we only accept orders through PayPal from a "Confirmed Address", therefore, if you place your order through PayPal ( including using a credit card through PayPal and BillMeLater ) the shipping address entered at checkout cannot be changed.

    When you place an order through our checkout with any other payment method, you may contact us to request a change to your shipping address. Please note that if the "bill to" and "ship to" addresses do not match, for your added protection, there is a strict verification process that we follow with the credit issuers bank.

    How do I check the status of my order?

    Our online tracking utility shows your order status both prior to shipment and also provides tracking information after your order ships.

    To use our online tracking utility you will need your order number ( begins with a "W" or "Y" ) that is located in the order confirmation email sent to the email address provided during checkout.

    You will also be sent an email containing tracking information when your order ships.

    Please note that your order may contain one or more tracking numbers depending on the amount and type of items ordered.

    Why hasn't my order been processed yet?

    Orders placed after 3pm EST may not show as being processed until the next business day. Orders are usually shipped out the same day that they are processed.

    Why is my item on backorder? When I placed my order, the item showed as being in-stock.

    For security reasons, our inventory control systems are not always up-to-the-minute.

    We replenish our stock daily, but there are instances when an item can be backordered for extended periods. When this occurs, you can choose to wait for this item to come back into stock or request a refund. When an item is back in stock you will be contacted immediately.

    Certain products are "subject to manufacturer availability". Tools Plus directly deals with certain manufacturers that arrange shipment directly from the manufacturers factory to you. This helps us keep prices low and pass savings on to you by avoiding double shipping charges that you would otherwise incur.

  • Shipping Questions

    Which shipping carriers do you use?

    Depending on current shipping rates USPS, UPS or SurePost may be used to ship your order. If you are aware that the shipping address you provided only utilizes a certain shipping carrier, please add that in the "Comments" area during checkout to avoid delays in your shipment.

    My UPS order requires a signature at delivery, but I won't be home, what can I do?

    To get a package that requires delivery when you are not at home:

    To get a package that requires delivery when you are not at home:

    If you are able to pick the package up in the evening, call the automated 1-800-PickUps line with your tracking information and tell the representative to place the package on "Same Day Will Call." Your local UPS facility will hold the package until the facility closes that evening. You must go there and sign for the package. You may also give ive the representative your tracking number, and state that you want to meet the driver somewhere on his route. A UPS rep from the local facility will call you to set up a meeting place with the driver. Bring identification to show the driver and sign for the package.

    How much are shipping charges?

    For locations in the 48 Contiguous United States, ground shipping is FREE for orders over $50 and just $8.50 for orders less than $50. Expedited delivery and shipping to locations outside the continental US is charged standard UPS, DHL, or US Postal Service rates.

    Large items are shipped via Truck Freight and costs for this vary depending on location and extras.

    Do you ship to Canada?

    Yes, we usually ship via US Postal Service for deliveries to Canada.

    What about other international shipments?

    We utilize the US Postal Service ( limited to 70 lbs or about 32 kg ) and UPS to locations outside the United States. Just select the service you prefer and hit the apply button, and it will automatically quote a shipping price for you. Please note that the shipping charges provided during checkout may differ from the actual shipping costs which will be charged. It is not until the items are actually packed and placed in a box that we truly know the actual shipping costs. We will contact you if there is a difference that is greater or less than $5.00. If you are not able to get a price during checkout, just choose "Other (explain in Comments)" from the Shipping Options drop-down, and a customer service person will get back to you as soon as possible.

    Please understand we can't be held responsible for border delays, customs denials, or other delays. Customer takes ownership of merchandise once it ships.

    Check out our International Shipping page and contact us if you have further questions.

    How long will it take to get my Gift Certificate delivered?

    Please read over our Gift Certificate Information Page for more information regarding Gift Certificate ordering and delivery.

  • Product Questions

    Are your products new or reconditioned?

    Tools Plus is an Authorized Online Reseller for 1,000's of the products we offer. All products unless otherwise stated are brand new. All reconditioned items are marked as such in the product's description.

    I can't find a tool/accessory I'm looking for, can you get it?

    Sure, we do special orders for items we don't stock pretty often. Just call or email us, and we'll see if we can order it for you.

    How can I tell if an item is in stock?

    On the right side of each item page, right next to the picture of the item, it will have either In Stock in green text, or a form allowing you to place a backorder.

    Does Tools Plus publish a printed catalog?

    No, our website serves as our catalog. If you want, we can send a few manufacturer's catalogs to you with your order. Just let us know which ones you want.

  • General Website / Technical

    I'm having problems checking out!

    We've compiled a list of common problems with the shopping cart that some of our customers have encountered.

    What's your policy on typographical and image errors?

    Tools Plus is not responsible for typographical errors in pricing or product descriptions. If there is a typographical error affecting your order, we will contact you immediately with the correct information. Prodcuts styles or colors may differ slightly from what is shown.

    How do I know my information is secure?

    Your privacy and security matters to us. Read over our privacy and security pages for more information.

  • Contact / More Help

    How can I contact you?

    See our contact page.

    What are your hours?

    Our Waterbury store is open 8:00am to 5:00pm weekdays, and 8:00am to 3:00pm Saturdays. We are closed on Sundays and major holidays.


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