Frequently Asked Questions
Checkout ProblemsDid my order go through during checkout?
If you’re unsure if your order was processed, check your email. We will send you a confirmation email once the checkout process is complete. You can also go to our order status page. Use your email address and zip code to pull up a listing of orders and search for the one in question.
Credit Card QuestionsWhy was my credit card charged before my order shipped?
When you place an order on our site, no one in our company ever sees your card information. This ensures absolute security for our customers. However, because of this, we have a 10-day window to use the authorization generated at the time your order was placed. In the event of out-of-stock items, special orders or direct shipments, we are forced to submit the charge before the item may have been shipped. If we cannot deliver an item to you for any reason, we will be more than happy to issue a credit to your account. Call us toll-free at (866) 597-3850 or email [email protected] if you have any questions about this.During checkout, I got an error with my billing/shipping address. What does this mean?
When an order is placed on our site, our web server contacts our processor to validate the order based on industry standard rules. The main piece of that is the billing address. The numbers of the address and zip code are compared to what is on file with the issuing bank and they return a “Y”, “N” or “X” response to us. These codes are displayed in your order confirmation email.
AVSADDR is for the address. Y means the address matched (via industry standard checks, which ignore spelling, spacing and other minor errors). N means that the address didn’t match. X means this data was unavailable to our automated system.
AVSZIP is for the zip code. Y means the zip code matched, N means it didn’t match and X means the data was unavailable to our automated system. Additionally, we manually validate all orders where the shipping and billing addresses are different.
International QuestionsDo you ship to international addresses?
Currently we ship to Canada, to the U.S. and its 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 United States bank. For U.S. Territories, most 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?
In nearly all cases, we cannot ship to an exporter because of the liability involved. Unless your exporter is set up as the billing address for your credit card and your credit card is issued from a United States bank, we have no way of authenticating the order with the card issuer.
Inventory QuestionsHow can I tell if an item is in stock?
We are currently working with our accounting package's author to get this data live on our website. This feature is currently in beta testing. Until it is completed, please give us a call toll-free at (866) 597-3850 or email [email protected] if you need information on a specific item. You can get a general idea by checking our shipping times page.
Additionally, Black & Decker, DeWALT and Milwaukee all provide us with a means of checking their stock in real time, which has been implemented on our website. As you add an item to your shopping cart, it is set into a queue to be checked. Once it is checked, the text for that item will change to blue and any backorder notices (if applicable) will be displayed as well.What happens if an item is on backorder?
If an item is on backorder, we will 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 it. Some manufacturers don't inform us of backorders, so we try to stay on top of all the orders as best as we can. However, due to the large volume of orders we receive, it has become increasingly difficult to stay on top of those. We are continuing to integrate new technology into our website to help address these problems.Who makes your parts?
All parts are exact OEM replacements by the original manufacturer. The only exception is some O-Ring kits which have "Parts Krafters" in the name. Those are aftermarket kits, but have been used by our service center for years without any problems.Can I buy a complete _____ ?
As long as the item you're interested in is not a discontinued model and is not made by Black & Decker or Ridgid Power Tool (we can only get parts for them), any other tool on our website should be available. If it is not already listed on our power tools website, give us a call or email [email protected] for more information.
Order Status QuestionsMy order says “Customer Response Required.” What should I do?
You should receive an email with specific instructions on the information we require to proceed. If you can't locate that email or you have a spam filter that got rid of it, either call us toll free at (866) 597-3850 or email [email protected] Please be prepared to give us your order number when you call, and include that in any emails you send for quicker response.
Ordering Options:Do I have to order online?
We prefer you to order online, but you may also phone or fax your orders to us.How do I order by phone?
Calling in an order is quick and easy. Simply call us toll free at (866) 597-3850 Monday through Friday between 8 a.m. and 5 p.m. Central Time. Our support staff will be happy to assist you in placing your order, 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 payment and shipping details. If possible, include a photocopy of the credit card you wish to use.What payment methods do you allow?
At this time, we only accept payment via major credit card and electronic checks.What credit cards do you accept?
We currently accept Visa, Discover, MasterCard and American Express.Can I mail you a check?
At this time, we are not accepting orders placed by mailed check, cashier's check or money order. We do accept electronic checks through our online order process.Can I pay by Purchase Order?
At this time, we cannot accept purchase orders for items. All orders must be pre-paid via credit card.Can I order C.O.D.?
At this time, we do not accept COD orders.
Return PolicyWhat is your policy on returns?
All returns on stock items are subject to a 15% restocking fee. Shipping is not refundable, and return shipping is the customer's responsibility. The only exceptions to this are for defective parts and/or errors by us (wrong item shipped, data error on website).
Parts from Accuset, Duo-Fast, Max and Senco cannot be returned for any reason except a factory defect or an error made by ToolPartsDirect.com. Electrical parts (e.g. switches, fields, armatures) from any brand cannot be returned, even if defective due to manufacturer return policies.
All returns must be made within 30 days of shipment date. As stated in the purchase terms on the website, no returns are allowed on electrical parts. Special order items may be subject to an additional restocking fee.
All returns must have prior authorization. Please call us toll free at (866) 597-3850 or email [email protected] before returning an item. Never return an item to the manufacturer unless instructed to do so by our staff. Sending an order back to the manufacturer, unless properly handled, could make it impossible to receive a refund on a product.
If you have any additional questions, please call or email. Our hours are currently 8 a.m. to 5 p.m Central Standard Time.
Sales QuestionsWhy is there a handling fee on my order?
With the amount of time we have to spend preparing each order (picking, packaging and shipping) and our credit card processing fees, we cannot process small orders and expect to stay in business. Before this policy, we had a high percentage of our parts orders where we spent more money processing than we were making by selling the parts. Although it is an inconvenience for a few customers, we have to do what we can to remain profitable.Can I buy a complete _____ ?
As long as the item you're interested in is not a discontinued model and is not made by Black & Decker or Ridgid Power Tool (we can only get parts for them), any other tool on our website should be available. If it is not already listed on our power tool website, give us a call or email [email protected] for further information.Who is the local parts dealer in my area?
We are a distribution center, not the manufacturer. The manufacturer's website should list all local area service centers, although most of them won't be online. For online parts, there are very few sources, and even fewer with a true "E-Commerce" engine. We pride ourselves on the ease of use of our website, and many customers have taken the time to write about how much easier it is to find the parts they need through our website than going to a local dealer and waiting until they decide to order the item for them.
Security QuestionsIs it safe to order on your website?
Yes. 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 it cannot be read as the information travels over the internet.
Toolbarn.com has implemented 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 cannot hold you liable for more than $50 of fraudulent charges. If your bank does hold you liable for any of this $50, 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 or ToolPartsDirect.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 third party. The only exceptions would be as required under federal law in investigations of fraud.
Shipping QuestionsWhere do your shipping charges come from?
We get our shipping costs directly from UPS and the U.S. Postal Service websites based upon the shipment weight and delivery location. Although we can’t weigh all of the parts on our site, we have made an estimated average to get shipping rates as close as possible, and the rates are normally within a few cents of the actual rate we are billed. We send all shipments insured with delivery confirmation (Priority Mail) or with tracking (UPS). Parcel Post (first class mail) is not currently offered as it has no tracking or delivery confirmation capabilities.What shipping methods do you use?
We currently offer USPS Priority Mail, UPS and truck shipment options. Our web server automatically contacts the UPS and US Postal Service computers to determine the current rates and provides you with shipping cost once you add a product to your cart and enter your delivery zip code. These rates are based upon the weight of the items being shipped.How long will it take to get my order?
If you're sending via UPS, there is a guaranteed delivery time after shipment. For information on lead times, please check our Shipping Times chart.
- UPS does not count weekend days as days towards delivery.
- UPS Ground is typically 1 to 5 days from the shipping date, depending on location. An estimate is given at the time of your order. Please keep in mind that the day an item is shipped is not included in the counting.
- UPS 2nd Day Air is 2 days from the shipping date, excluding weekends and holidays. For example, an order shipped on Friday will be delivered Tuesday.
- UPS 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 to 3 days from shipment, but there can occasionally be delays. Our average priority mail shipment takes 2.6 days. Priority mail does delivery on Saturdays.
Typographical ErrorsWhat is your policy on Typographical Errors?
ToolPartsDirect.com is not responsible for typographical errors in pricing or specifications. If there is a typographical error in the pricing of a product you have ordered, we will contact you within 1 business day of your order via e-mail. Occasionally 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 canceling 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 or specification, please call toll free at (866) 597-3850 or email our customer service department.