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FREE CLICK AND COLLECT EVERY TOOL EVERY TRADE AUSTRALIA WIDE DELIVERY

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FAQ

Listed below are some of the most frequently asked questions about ordering online from Total Tools.

Questions

  1. How do I make a purchase on totaltools.com.au?
  2. I've forgotten my password for my Total Tools account, what can I do?
  3. How can I find out about Total Tools products that are not on the Total Tools website?
  4. Is it possible to purchase products that are out of stock?
  5. I have made a mistake on my order, how can I cancel it?
  6. What do I do if my order arrives damaged?
  7. Where do you deliver to?
  8. Do you deliver to PO box addresses?
  9. How much do you charge for delivery?
  10. How can I track my order?
  11. When can I expect to receive my order?
  12. What if I'm not in when the courier arrives to deliver?
  13. I still haven't received my order despite receiving a despatch email, what should I do?
  14. Can you deliver to an address that is different to my billing address?
  15. What payment types do you accept?
  16. How do I redeem an online promotion code?
  17. How do I redeem a gift card online?
  18. When will you debit my account?
  19. Can I get an invoice for my order?
  20. What do I do if my order arrives damaged/faulty?
  21. I bought a product in-store not online and it is faulty. How do I return the item?

1) How do I make a purchase on totaltools.com.au?

Shopping at Totaltools.com.au is simple. Once you have found the item you wish to purchase click on “BUY NOW”.

You will be asked to choose whether you want to collect the item from store or have the item delivered.

If you choose collect from store you will then need to enter your postcode.  The site will calculate the stores closest to you that have stock and you will then need to select the store you wish to collect from.

If you choose delivery you will enter your postcode and the website will locate the store closest to you that has stock to ensure the best delivery rate and then calculate the delivery charge. The delivery charge will then appear in your basket.

You can now go and add further items to your basket if necessary. When you have finished  shopping, click on your basket and select how you wish to checkout.  You can log in if you have purchased before, checkout as a new member or use the express Paypal checkout if you wish to pay using your Paypal account. Please note, you can change your order to collect from store or delivery at the checkout stage.

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2) I've forgotten my password for my Total Tools account, what can I do?

Go to log/in register which is at the top of the screen. Click on forgot your password and enter your email address. We will then send an email to you with your password details.

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3) How can I find out about Total Tools products that are not on the Total Tools website?

We only have a selection of products for sale on our website. Please contact your nearest Total Tools Store if you cannot find the product you are looking for on our website7

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4) Is it possible to purchase products that are out of stock?

Most products on the site cannot be ordered unless they are in stock. However there are some items which we don't always keep in stock. These items will be ordered in if you place an order for one. For these items the delivery time displayed when you are checking out will increase to 5-7 days.

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5) I have made a mistake on my order, how can I cancel it?

Contact us immediately on. If your order has not been processed we will endeavour to cancel it. Otherwise you must follow our returns policy

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6) What do I do if my order arrives damaged?

In the unlikely event that your order arrives damaged you must contact the store that fulfilled your order. Store details can be found on your order confirmation and despatch email. They will be able to assist you. If you cannot find the store details please contact us at 03 9261 1990 and we will direct you to the correct store.

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7) Where do you deliver to?

We deliver throughout Australia

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8) Do you deliver to PO box addresses?

No we do not deliver to PO Box addresses.

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9) How much do you charge for delivery?

Delivery charges are dynamically calculated depending on the delivery postcode and the weight and dimensions of the products you place in your basket. We use a combination of different couriers in order to provide you with a fast and affordable service. You can also opt to collect from a store free of charge.

When you place an item in your basket you will need to opt for either delivery or collect in store. If you opt for delivery the delivery charge will then be added to your basket. If you opt for collect in store you will then choose which store you would like to collect from.

The option you choose can also be changed at the checkout stage should you wish to change your mind later in the order process.

Please visit our delivery information page for more details.

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10) How can I track my order?

When the goods are despatched you will receive a despatch confirmation email. The tracking number for your order is detailed out in the email along with the tracking link. Click the link and enter the tracking number into the courier’s website to obtain the tracking information.

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11) When can I expect to receive my order?

We aim to despatch all orders as soon as possible, but within 1-2 days. Delivery timeframes will then depend on your location. Please refer to our delivery information page for more details.

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12) What if I'm not in when the courier arrives to deliver?

The courier will leave a card with their details on it so you can contact them to re-arrange your delivery for a more convenient day.

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13) I still haven't received my order despite receiving a despatch email, what should I do?

You need to refer to the tracking information on your despatch email. Click the tracking link and enter the tracking details into the couriers website. If you cannot locate your tracking information or you still have a question please contact the store that despatched your order which can also be found on your despatch email. Alternatively you can contact us on 03 9261 1990 and we can direct your query to the appropriate store.

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14) Can you deliver to an address that is different to my billing address?

Yes. When you place your order you will have the option of putting an alternative delivery address in.

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15) What payment types do you accept?

We accept Visa, Mastercard and Paypal.

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16) How do I redeem an online promotion code?

Once you have placed items into your basket, you can input the promotion code into your basket. Simply click on view basket at the top right of the screen and the promotion code field is at the bottom left of the basket.

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17) How do I redeem a gift card online?

On the last page of the checkout process enter your gift card number into the gift card field.

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18) When will you debit my account?

We debit your account when you place your order.

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19) Can I get an invoice for my order?

Your order confirmation email is an invoice.

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20) What do I do if my order arrives damaged/faulty?

Please contact the store that fulfilled your order immediately. The store details can be found on your despatch email. View our returns policy.

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21) I bought a product in-store not online and it is faulty. How do I return the item?

You must contact the store that you bought the item from. Use our store finder if you need to find store contact details.

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Delivery Information

Collect in store or Delivery?

You can opt to have your order delivered or, if you prefer not to pay for delivery, you can collect it from a convenient store that has the required stock available. When you place an item in your basket you will be asked to select either delivery or collect in store. If you opt for delivery the delivery charge will then be added to your basket. If you opt for collect in store you will then be asked to select which store you would like to collect from. The options you choose can also be changed in the final stage of the checkout process should you wish to change your mind.

Delivery Charges

Delivery charges are dynamically calculated depending on the delivery postcode and the weight and dimensions of the products in your basket. We use a combination of different couriers in order to provide you with a fast and affordable service.

You can also opt to collect from a store free of charge.

Delivery Locations

Total Tools can deliver anywhere in Australia. Unfortunately international delivery is currently not available. We are also unable to deliver to PO boxes.

Estimated Order Timeframes

If you opted to collect in store you will receive an email to inform you when your goods are ready for collection.

If you opted for delivery, you will receive an email when the goods have been despatched to the couriers.

We aim to despatch all orders within 1-2 working days. In the unusual event of a delay to the despatch of your order you will be contacted at the earliest opportunity. Once the order has been despatched the estimated delivery time is as follows:

Metro (Excludes Perth Metro and Hobart Metro) 1-2 days

Perth Metro & Hobart Metro 3-4 days

Regional Areas 3-4 days

Remote Areas 6-9 days

Please note that these delivery timeframes are estimates and are not guaranteed.

Delivery Tracking

You can track your parcel by going to https://www.temando.com/education/track-your-item and inputting your tracking number which is displayed on your despatch email. Proof of delivery (POD) is available on request.

Should you have any questions about your order once it has been despatched please contact the store who fulfilled your order. The store details can be found on your despatch email.

Receiving your order

If you are not home when the delivery driver arrives they will leave a card with details on how to re-arrange your delivery. All orders must be signed for and ID may be required upon delivery.

Deliveries that require a forklift or loading dock

If you are ordering a large item that requires a forklift or loading dock for delivery and you have these facilities available for the delivery then please tick the appropriate box at the checkout. This will reduce your delivery charge as we will not need to cater for these requirements. Please note, if you confirm that a forklift or loading dock is available but when the delivery arrives it is not, the delivery will be aborted and you will be charged a re-delivery fee. Your original delivery charges will not be refunded.

Total Tools Online Returns Policy

Consumer Guarantees

If you believe an item is faulty, you may have rights to a remedy under the Australian Consumer Law. The Australian Consumer Law does recognise that the relevant time period may vary by product (or service) depending on the nature of the goods (or service), the price paid and any representations made about the goods (or service).

Where you believe an item is faulty, it may be necessary for us to send your goods to the manufacturer or their service agent for it to be assessed within a reasonable period of time. If there is a major failure with the item, you may choose a refund, exchange or repair. If the failure is minor, we will repair the item (or, at our discretion, we may replace the item) within a reasonable time.

Where an item is damaged through misuse or abnormal use, Total Tools cannot provide a refund, exchange or repair.

Total Tools require satisfactory proof of purchase before providing a remedy under the Australian Consumer Law.

Damaged in Transit

Please do not sign for the delivery of goods that are obviously damaged. If damage is only found upon unpacking then please contact the store that fulfilled your order as soon as possible. Store contact details can be found on your order confirmation email. They will then arrange for the goods to be collected and a refund or replacement item sent out to you. Alternatively please take the items to your nearest store where they will be able to help you.

Not as advertised/Incorrect Item

In the unlikely event that your order arrives and the product is not as advertised or you have received an item that differs to what was ordered, please contact the store that fulfilled your order as soon as possible to seek a remedy. Store contact details can be found on your order confirmation email. Alternatively please take the items to your nearest store where they will be able to help you.

Faulty Product

Please contact the store that fulfilled your order. Store contact details can be found on your order confirmation email. The store will need to assess whether the fault is a major or minor fault and will organise an appropriate remedy. Please note, if necessary products may be sent to the manufacturer for assessment to determine if they are faulty.

Change of Mind

Please note consumers are not entitled to a refund or exchange if you simply change your mind on the product purchased.

Valid Receipt

A copy of your in store purchase receipt or online order confirmation email is required for any return. If returning your product to store please ensure you take a copy with you

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