Find the answers to our frequently asked questions here!

If your question/answer was not found on this page, please email us at sales@toolplanet.com.

Please understand it may take up to 24-48 hours during normal weekdays to respond to your email. Please make sure to check your Spam filters for our emails. We work very hard to answer every customer's question to make every transaction as smooth and successful as possible. Thank you for your cooperation.

ORDER AND PAYING
  • How do I pay for the item I won or purchased from Tool Planet?
  • We offer three different ways to pay...

    PayPal - Our paypal account is accounts@toolplanet.com PayPal orders ship to confirmed addresses only, no exceptions.
    Credit Card - We accept Visa, Mastercard, American Express and Discover. If you are having problems with the website you can call us at 888-535-8665 (9am to 4pm CST, Monday - Friday) if you would like to pay for your order over the phone.
    Money Order, Personal Check, or Cashier's Check - Mail payments to us at

    Stillbay, Inc dba Toolamerica
    831 W. Maple St. #215
    Homewood, IL 60430

    If you pay by check please allow up to 10 days for the check to clear before the item is sent to the warehouse for processing and shipping.

    Please be certain to include the following on all payment forms:

    Name
    Shipping Address
    Phone Number
    Email Address
    Your Invoice Number

  • What is your mailing address?
  • Stillbay, Inc dba Toolamerica
    PO Box 1663
    Homewood, IL 60430
  • Have you got my check yet?
  • We usually get checks 4 to 8 days after you put it in the mail. Please keep in mind that we wait up to 10 days for your check to clear before the item is sent to the warehouse for processing and shipping.
  • Sales Tax
  • Tool Planet.com is required to collect sales use tax on product in the state of Illinois.
  • Why do you need my phone number?
  • Don't worry we request your phone number in case we may need to call you about a problem with your payment or item. Also most of our shippers want to know your phone number just in case the driver has a problem finding your address or the item gets lost.
  • Submitting your Order
  • Be sure to review all of the information you provided, and make any necessary changes before clicking the "Place Order" button. Once you place your order, you will receive an email with your confirmation number. As a courtesy, we will also send you a confirmation e-mail once your order has shipped with a tracking number and method of shipping.
  • Paying by Gift Cards/Certificates
  • Gift Cards/Certificates must be redeemed through the ToolPlanet.com website, http://www.toolplanet.com , toward the purchase of eligible products. Purchases are deducted from the Gift Card/Certificate balance. Any unused balance will be placed in the recipient's Gift Card/Certificate account when redeemed. If an order exceeds the amount of the Gift Card/Certificate, the balance must be paid with a credit card or other available payment method.

    Shopping Cart:
    If you want to redeem your gift certificate when you place a new order, just add items to your Shopping Cart and place an order via our order form. You will be asked to enter the claim code on the order form

    Gift Certificate Balance:
    If your gift certificate covers the cost of your order, we will place the balance in your gift certificate account.

    Additional Payment Methods:
    If the cost of your order exceeds the value of your gift certificate, you will be given the opportunity to provide a credit card to pay for the balance, to redeem another gift certificate, or to change your order.

    Problems with a Missing Gift Cards/Certificates?
    If the intended recipient of a gift cards/certificates has not received it, we can help. In the case of e-mail gift cards/certificates, it is possible that the recipient either accidentally deleted the e-mail or that they are blocking e-mail from ToolPlanet.com. Users of ISPs such as AOL and Hotmail have the option of blocking all e-mail messages that originate outside of their domain. If the gift recipient's e-mail address includes one of these domains, please contact them first to make sure their e-mail is configured to accept e-mails from ToolPlanet.com.

    If you wish for us to reissue a gift cards/certificates that you have received, please "Contact Us" with the following information:
    • order number (if possible)
    • recipient's name (or giver's name, if the recipient is contacting us)
    • e-mail address to which the gift certificate was sent

    We will contact you by e-mail once we have canceled the original gift cards/certificates and issued a new one.

    Please note: If the gift cards/certificates needs to be sent to a different address, we must receive this request from the original purchaser of the gift cards/certificates.

    Gift Certificate Not Accepted:
    If you are having trouble using your gift certificate to pay for an order, be sure that you are entering the claim code exactly as it appears on your gift certificate, and that the code has not expired.
SHIPPING
  • After you receive my payment, how long will it take to send out the item?
  • For payments made by PayPal or credit cards the items are usually shipped between 2 to 4 business after payment has been verified. For personal check purchases, we will wait up to 10 days for the check to clear before the item is sent to warehouse for processing and shipping.
  • When should I expect to receive my item?
  • Toolamerica has chosen UPS as our preferred shipping provider. We usually ship UPS ground. We will email you a tracking number when your item has shipped. Most orders reach our customers with in three to four business days from the time of shipment. If after tracking your package you still have questions please email us at sales@toolplanet.com. Keep in mind that holiday seasons can slow down a shipment by a few days due to the shipping company being overworked.
  • What method of shipping do you use?
  • We use UPS for most shipments, however, some lighter packages are sent USPS.

    We will not be able to use a customers personal shipping account for any order. All shipping costs must be included with payment.

    Toolamerica reserves the right to ship items with alternate carriers as needed.

  • Do you ship internationally and what is the cost?
  • Due to international banking regulations and UPS brokerage fees we do not ship internationally at this time.
  • If I pay with a credit card can you send it to another address?
  • NO. The credit card company and Paypal enforce this rule on us so we need to follow it. We are provided with "Seller Protection" policies but only if we ship to "Confirmed Billing Addresses" given to us from the credit card company. Because of the volume of sales we manage daily we receive many attempts each day from fraudulent buyers and stolen credit cards. To continue to provide you with great merchandise at a low price, we must follow this rule.
  • Can I come to your location and pick up my item?
  • No. We do not have the ability to provide on-site merchandise pick up.
GENERAL INFORMATION
  • Do you sell wholesale to dealers at discounted or large quantity rates?
  • We do have large quantities of many of the items we are selling. Please email us at sales@toolplanet.com or call our toll free number 888-535-8665 for more information on current wholesale offerings.
  • How can I speak to an individual in the customer care department?
  • Our regular business hours are 9 am to 4 pm CST, Monday through Friday, our toll free number is 888-535-8665. Because of the high volume of calls and emails, we would appreciate your patience in this matter. If you receive our voice mail during business hours it means that we are already on the phone assisting other customers, please leave a message or call us back. Please make sure to check your Spam filters for our emails.
RETURNS
  • What is your return policy?
  • Everything we carry comes with at least a 90 day warranty. Some items we carry are covered by a manufacturer's warranty. Manufacturer's warranties will vary depending on the manufacturer and the item. Any defective item may be returned within 90 days of the date of purchase. We will replace or repair the defective item. All freight on returned items is the responsibility of the buyer. The buyer must contact our company before returning the defective item and obtain a return authorization number. Our toll free number is 888-535-8665. We can not accept returns without a return authorization number. If we do issue a refund, we refund the actual purchase price only. We do not refund the item's original freight cost. Any item covered by an original manufacturer's warranty must be returned to the manufacturer. We do not service warranties for these items. Any returns claimed to be defective will be tested by our technical team.
PRIVACY AND SECURITY
  • Notice of New Products and Changes
  • Occasionally, we may also use the information we collect to notify you about important changes to our Web site and special offers we think you will find valuable. As our client, you will be given the opportunity to notify us of your desire not to receive these offers by clicking on a response box when you receive such an offer or by sending us an email request at sales@toolplanet.com
  • How Can You Access and Correct Your Information?
  • You may request access to all your personally identifiable information that we collect online and maintain in our database by emailing sales@toolplanet.com
  • What About Other Web Sites Linked to Our Web Site?
  • We are not responsible for the practices employed by Web sites linked to or from our Web site nor the information or content contained therein. Often links to other Web sites are provided solely as pointers to information on topics that may be useful to the users of our Web site.

    Please remember that when you use a link to go from our Web site to another Web site, our Privacy Policy is no longer in effect. Your browsing and interaction on any other Web site, including Web sites which have a link on our Web site, is subject to that Web site's own rules and policies. Please read over those rules and policies before proceeding.


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