Sign in

Please enter your email below and we will send you a new password.

Sign in with

Frequently Asked Question

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.

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.

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

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.

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

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 1988 and we will direct you to the correct store.

7) Where do you deliver to?

We deliver throughout Australia

8) Do you deliver to PO box addresses?

No we do not deliver to PO Box addresses.

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.

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.

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.

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.

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 1943 and we can direct your query to the appropriate store.

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.

15) What payment types do you accept?

We accept Visa, Mastercard and Paypal.

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.

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.

18) When will you debit my account?

We debit your account when you place your order.

19) Can I get an invoice for my order?

Your order confirmation email is an invoice.

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.

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.