COVID-19 – Total Tools Response

We know there is a lot of uncertainty as the COVID-19 situation escalates across Australia. We have compiled the most common FAQs we are receiving regarding our stores.

If you still have questions please submit your query at www.totaltools.com.au/contact and our customer service team will get back to you as soon as we can.

  • What is Total Tools doing to monitor the COVID-19 situation?


We know many of our customers need tools to work on critical infrastructure such as medical facilities, hospitals, aged care homes, factories, telecommunications, service stations, supermarkets and distribution centres.  That’s an important reason for us to do all we can so you can safely and effectively get access to the tools and professional advice you need. 

We have assembled a designated leadership team who are meeting daily to monitor the situation.

We’re actively following the advice from the Australian Government, the Department of Health and World Health Organisation and we’ll adjust our position as necessary to ensure a safe environment, keep you on the move and minimise the spread of the virus.  

  • Will my Total Tools store close?


Right now, all our stores are currently open under trading normal hours. You can view store trading hours here.

We’re actively following the advice from the Australian Government, the Department of Health and World Health Organisation and we’ll adjust our position as necessary to ensure a safe environment,  and minimise the spread of the virus.  

  • Are stores still trading normal hours?


Yes, all our stores Australia wide are currently open under trading normal hours. You can view store trading hours here.

  • What is Total Tools doing in stores to support its team members and customers during the coronavirus (COVID-19) outbreak?


At Total Tools, the health and safety of you, our customers and our team members is our first priority. We are supporting social distancing in all our stores and keeping the recommended distance of 1.5m apart from another person. We’re marking these distances in high traffic areas in the store to help make this easier and protect all persons in the store.

In addition to these new measures, we’re also;

-          Ensuring clear health and hygiene protocols are being followed  

-          Requesting contactless payments where possible, instead of cash please avoid cash payments

-          Increasing disinfectant cleaning across all our stores, especially in high touch areas

-          Working closely with our suppliers and stores to limit any potential disruption to product availability  

-          Asking any team members who may be displaying flu like symptoms to refrain from coming to work and isolate at home. If you too are feeling unwell, we ask you please reconsider visiting us and instead call ahead to your local store and we’ll do our best to help you out. You can also visit us online.  

These measures are being reviewed daily and we will take additional measures as required.

  • What happens if there is a COVID-19 case in my local store?


If one of our team members is confirmed with COVID-19, we will close the store, and any other suspected stores and follow the most recent Government / WHO protocols including notification and self-isolation of all affected/suspected persons until we are given approval to reopen by the Department of Health.

We recognise that inconvenience may be experienced as a result of these measures. We will advise of other stores still trading in the surrounding area as well as ability to trade online.  

  • Can I order click and collect and not get out of my car (Contactless Pickup)?


We understand customers may prefer to not get out of the car and limit contact. If you are not comfortable entering the store, you can call the store upon arrival and we will bring the order out to the car for you.

As per normal process, you must bring and produce your driving license and credit card to be sighted (if used for payment) as proof of ID.

Note, if you cannot bring in your ID and credit card then please email a copy of your ID and credit card (please cover the first 8 numbers) to the online support team on [email protected] and bring in a photocopy of your ID and credit card to the store to be sighted. Orders will not be released without proof of ID being sighted by a Total Tools staff member.

The staff member will place your goods near your vehicle for you to pick up and collect


Yes, we’re still shipping orders as normal at totaltools.com.au  

  • We’ve got more than 20,000 products online, and you can also use Click & Collect  
  • We’re still delivering your orders on time but working closely with our logistics partner on any future impact  
  • If we get any indication that delivery timelines may be impacted, we’ll let you know 

For online orders, our delivery partner will no longer require a signature on delivery, allowing them to drop your parcel at the door without contact. If you are self-isolating, when placing your order please select authority to leave when advising on your preferred shipping method.

  • Are online deliveries delayed?

 
As the COVID-19 situation continues to evolve, we’ve recently seen an increase in our customers shopping online at totaltools.com.au

In the short term, this is having an impact on how we serve our customers and we are currently experiencing a delay on all deliveries across Australia.

For online orders, our delivery partner will no longer require a signature on delivery, allowing them to drop your parcel at the door without contact. If you are self-isolating, when placing your order please select authority to leave when advising on your preferred shipping method.

  • Will the supply of product be impacted?


We are working closely with all our suppliers and store network to limit any potential disruption to product availability. Despite increased demand on some items we are working hard to ensure we have stock available at all times. Customers are encouraged to search online if you can’t find the item you need in store. Item limits may apply.

  • What precautions are your delivery drivers following?

 
For online orders, our delivery partner will no longer require a signature on delivery, allowing them to drop your parcel at the door without contact. If you are self-isolating, when placing your order please select ‘authority to leave’ when advising on your preferred shipping method.

  • What about my Insider Rewards points and membership tier?

 
This is a rapidly evolving situation and understand the impact this may have to business. We are reviewing the impact this may have on your membership and points and we will provide an update on any changes to your membership in due course.

Insider members are still able to earn and redeem Insider Points instore at any Total Tools store as normal. Standard Insider Rewards Terms and Conditions apply. Click here to view.

  • Can I still earn and redeem my Insider Points?

Yes. Insider Rewards members are still able to earn and redeem Insider Points instore at any Total Tools store as normal.

Don’t forget to identify yourself as an Insider or present your barcode via the Total Tools Insider App instore, or login when shopping online so you don’t miss out on any points!

Standard Insider Rewards Terms and Conditions apply. Click here to view.

  • I have a query about my online order, who can I speak to?

For any product or order related enquiries, please submit your query at www.totaltools.com.au/contact and our customer service team will get back to you as soon as we can. Or, you can contact a store near you. Click here to find a store. 

We are currently experiencing higher volume than normal. We appreciate your patience and we apologise for the inconvenience and thank you for bearing with us. 

  • I need to get some advice on a tool I want to purchase, who can I speak to?


We understand you may not be able to get to a store to get the advice you need on your tool purchase.

You can call 1800 TOTAL TOOLS (1800 868 258 )