TheToolStore.ca Customer FAQ
 
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TheToolStore.ca FAQ | Customer Frequently Asked Questions


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FAQ'S

Q:  How can I be sure that shopping on-line at this site is safe?
Q:  How do I know if the page is secured or not?
Q:  Is there any product that I cannot order online?
Q:  How will I know if something I ordered isn't in stock?
Q:  Does your pricing include the shipping costs?
Q:  Does thetoolstore offer customer charge accounts?
Q:  What about sales tax?
Q:  That has got to be a pricing error or misprint?
Q:  Are there any additional costs for shipping orders to remote locations?
Q:  How long will it take for me to receive my order?
Q:  What are my shipping options?
Q:  Can I track my order once it has been shipped?
Q:  Can my "ship to" address be different than my "bill to" address?
Q:  Do You Ship Overseas?
Q:  When Will My Credit Card Be Charged For My Order?
•  Order Acceptance Policy
•  Out-of-Stock Products
•  Privacy

Q: How can I be sure that shopping on-line at this site is safe?
A: TheToolStore uses SSL Technology (Secure Sockets Layer) to process credit card transactions. We use industry standard encryption technologies when transferring and receiving and data that you exchange with our site. This same industry standard SSL Technology is used by major banks and stock brokerage firms. This encryption procedure "scrambles" the information you send us and makes online transactions extremely safe. Despite what you have heard, it is not simple to "hack" to intercept your personal information and decode it. Billions of dollars are spent via the web everyday.

Q: How do I know if the page is secured or not?
A: There are two ways to see the security at work on this site. The first way to tell if a page is secured is in the address bar. As you will notice some pages start with the letters http:// - these are non secured pages that are only showing general information. Secured pages show https:// in the address bar; these pages are encrypted to provide the utmost in security. TheToolStore.ca uses secured pages on any page that requires you to enter sensitive personal information ensuring your information is secured. The second way to know if you are on a secured page is by looking at the top of your browser. Secured pages will show a lock, letting you know that the web page you are on is secure.

Q: Is there any product that I cannot order online?
A: Yes, parts are not ordered via the Internet. If you wish to order a part please call us directly with your make and model number @ 1-888-768-8370 or (519)326-2461.

Q: How will I know if something I ordered isn't in stock?
A: Under the rare circumstance that we will not be able to fulfill your order or the product is on backorder you will be notified A.S.A.P by our staff.

Q: Does your pricing include the shipping costs?
A: Shipping is a flat rate on most items except where noted by small truck For these items once your order has been completed you will receive a qoute within 24 hours for your approvale We Will NOT ship without your approval.

Q: Does thetoolstore offer customer charge accounts?
A: Unfortunately, thetoolstore does not offer charge accounts. All sales are on the cash and carry basis.

Q: What about sales tax?
A: The Tool Store is required to charge HST in the provinces that utilize HST. For provinces without HST, The Tool Store is required to charge the standard 5% GST on all orders.

Q: That has got to be a pricing error or misprint?
A: We take extra effort to ensure that our pricing and product information is accurate and up to date, but from time to time we do make errors. In the event of an error, we do reserve the right to make the necessary correction to the pricing, typographical, or printing mistakes. Prices are subject to change without notice and are limited to stock on hand.

Q: Are there any additional costs for shipping orders to remote locations?
A: Yes Flat Rate is not available in remote areas or where ground shipping is not accessible. Flat Rate shipping is also not available to the Territories (Yukon, Northwest & Nunavut). Flat Rate shipping is also not available for items of heavy weight or items that have an irregular shape - these items will be marked with a . If the item you are purchasing shows you will be required to contact a customer service representative at 1-888- 768-8370 or 519-326-2461 for a rate quote. A $65.00 gate lift rate will apply for heavy items requiring a gate lift to be used.

Q: How long will it take for me to receive my order?
A: In stock items usually ship between 2 - 5 business days. If a product is out of stock, we will send you an email with the estimated delivery day.

Q: What are my shipping options?
A: The shipping options are displayed in the shipping portion at checkout. Currently thetoolstore ships with Canada Post and Purolator courier services. If this is uaacceptable we can ship by other carriers?

Q: Can I track my order once it has been shipped?
A: YES you can track your package online. Once your order has been shipped you will receive an e-mail with tracking information.

Q: Can my "ship to" address be different than my "bill to" address?
A: Yes, but please be aware that for security purposes your billing address must match that on file with your credit card company

Q: Do You Ship Overseas?
A: Yes we do ship overseas. Overseas orders must allow 7 - 10 days to process. In addition, all overseas orders must complete payment by bank transfers, western union, etc. Credit card payment is not accepted for overseas orders. If the customer wishes to arrange for their own overseas shipping, they will be required to pay the shipper directly.

Q: When Will My Credit Card Be Charged For My Order?
A: All orders are processed immediately however, we will not charge your credit card until the order is ready to be shipped. We do not believe you should have to pay ahead of time for a product that is not ready to be delivered.


Order Acceptance Policy
Your receipt of an electronic or other form of order confirmation does not signify our acceptance of your order, nor does it constitute confirmation of our offer to sell.ThetoolStore.ca reserves the right at any time after receipt of your order to accept or decline your order for any reason.

Out-of-Stock Products
We will ship your product as it becomes available. Usually, products ship the same day if ordered by 2:00 PM, or by the next business day if your order is received after this time and for orders received on Saturday, Sunday or any major holiday. However, there may be times when the product you have ordered is out-of-stock which will delay fulfilling your order. We will keep you informed of any products that you have ordered that are out-of-stock and unavailable for immediate shipment. You may cancel your order at any time prior to shipping.

Privacy
When entering any of our contests or prize drawings, you provide your name, email address and mailing address. If you win, we will send the prize to the address entered and notify you by email. When you enter a contest or drawing you are also included in our newsletter list to receive notice of promotions, specials and new additions to thetoolstore.ca site. You may unsubscribe from this news list by following the unsubscribe instructions in any email received.

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