Return policy on customer remorse
If you happen to change your mind, all items can be returned within a 30 day period, starting from the day after you receive your order. Please notify us for a seamless return process via email at customerservice@TMTtoolbox.com
We only accept returns for customer remorse on the following conditions:
For items with a manufacturer seal, the manufacturer seal must be unopened
The item must be in its original packaging with all original accessories
In cases of customer remorse returns, shipping costs are paid by the customer. The return of factory standard non-stock items may be subject to a 15% or greater restocking charge. Discontinued, liquidation, made to order and cut to length products are not returnable. All credits and returned products are subject to inspection. TMT Toolbox reserves the right to decline the return or credit of any product deemed misused or non-saleable.
Return policy on damaged, wrong or dysfunctional products
If you find products in your order damaged, wrong or dysfunctional please contact us directly by email at customerservice@TMTtoolbox.com within 5 days of receipt of the merchandise.
In the aforementioned case, you will have 30 days to return these products and get refund or replacement. This period starts from the day after you receive your order. This also includes items that become faulty within the 30 days period from receiving the order.
You will not be charged for return shipping costs when returning an item that arrives damaged, wrong or dysfunctional, as the shipping costs will already be paid by us in the return label.
DAMAGES, SHORTAGES AND CLAIMS
Should a UPS shipment arrive visibly damaged, REFUSE THE SHIPMENT & call us toll free at 865-724-2516 to request a replacement. We will immediately initiate a claim with the carrier and a new order for the damaged merchandise. Should you receive a UPS shipment with hidden damage, call 865-724-2516 to advise our office of the damages and we will assist you with your claim and enter a new order for the damaged merchandise if necessary. Keep ALL damaged goods, container and packaging until you are advised to dispose of them. All claims must be reported within 5 business days of receipt of merchandise.
Should a truck or motor freight shipment arrive visibly damaged, customer should REFUSE THE SHIPMENT & sign the delivery receipt ‘package received damaged’, as ALL VISIBLE DAMAGE MUST BE NOTED AT TIME OF RECEIPT. Should you receive a truck or motor freight shipment with hidden damage, the carrier must be notified within 24 hours of delivery. Keep ALL damaged goods, container and packaging for the carrier’s inspection. For all shipments under a customer’s collect carrier account, the customer must file the claim directly with the carrier. Call 865-724-2516 for assistance and/or to place a replacement order if required.
Standard stock items are subject to a 15% or greater restocking. Non-standard order or special order items will be handled on a case-by-case basis.
Returning an order
Contact us via email at customerservice@TMTtoolbox.com, and state the reason of your return, and we will send the RMA return label according to the reason of your return. Pack the item neatly and carefully and send the item.
Cancelling an order
You have 24 hours days before the item(s) have been shipped to cancel your order.
In case your order has already been shipped, kindly follow the return policies stated above that correspond to your reason of return.
If at least 2 days have elapsed since the expected delivery date, please contact our customer service via email at customerservice@TMTtoolbox.com and allow us at least 5 days to investigate the item(s) whereabouts with the courier service. If we cannot track your shipment after the 5 day investigation, the shipment will be declared lost and you will be entitled to a full refund or we will send a replacement if you choose so.
The refund will be initiated once your product is received back in our warehouse and inspected by our team. Once approved, the refund take 5-10 business days to process. Refunds will be made in the original method of payment.
Hours Of Operation:M-F 8am - 5pm EST