Sign in

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

Sign in with

Got Questions?

We have compiled the most common FAQs regarding our new loyalty program called Insider Rewards. If you still have questions regarding our Insider Rewards, please drop us an email or call our Support Office number on 03 9261 1900.

Jump to...

About Insider Rewards

Back to top

1. Why did you make changes to the Insider loyalty program?

We listened to your feedback and made improvements to make things simple and easy. We’re giving you more deals, bonuses and rewards just for buying the stuff that you love at Total Tools. This means more choice of brands to redeem your points on, you can redeem your points instantly, more time to use your points before they expire and more rewards the more you shop. And we got a new name – Insider Rewards!

Plus, you’ll still be first to hear about all the latest news and products from Total Tools, score invites to our famous Insider trade nights and much more!

2. When is the new ‘Insider Rewards’ loyalty program starting?

The new Insider Rewards program, including all benefits and changes to the way you earn and redeem and point expiry came into effect on Wednesday 1st November 2017.

3. Why have all my Insider Dollars disappeared?

Because we started fresh, all insider dollars earned on or before 31 October 2017 were expired when the new Insider Rewards program before effective on 1 November 2017. These cannot be reactivated under the new program.

But we have a tonne of new benefits and new ways for you to earn and get rewarded!

4. What happened to my current Insider membership?

On November 1 2017, we updated your Insider Rewards profile with your new membership tier. You can check your new tier on the Total Tools Insider App under the ‘My profile’ tab or ask at your local store! If you’re signed up to receive emails, we’ll send you a note to let you know too.

5. What about my transactions and digital receipts?

Don’t worry, all your transaction and purchase history will stay the same under your Insider Rewards membership. You can still access digital receipts easily from the Total Tools Insider App. Just check out the ‘Invoices’ tab.

6. If I was a member of the old program, do I need to re-join Insider Rewards?

No! We’ve allocated you to a new membership tier in the Insider Rewards program and moved across all your transactions and purchases too. You don’t need to do anything. If you’ve got any questions you can contact us at [email protected]

7. So, what is the Insider Rewards loyalty program?

With Insider Rewards we’ll hook you up with perks and crackin’ rewards just for getting the stuff you want at Total Tools. We’re talking exclusive member offers, invites to our famous Insider Nights and the inside word on what’s happening in tool land. Plus the more you shop, the more rewards you get!

Being an Insider Rewards Member gives you the ability to earn Insider Points when you shop with Total Tools, which you can then use to redeem on a great range of tools in-store!*. Plus from time to time you’ll score a great range of member only deals and bonus points offers!

*Conditions apply. Excludes Festool and Gift Cards.

8. What is the difference between the previous ‘Insider’ loyalty program and the new ‘Insider Rewards’ loyalty program?

With the NEW Insider Rewards, we’ve made some changes to give you more choice and to make things easy to use and understand like:

  • You can now start redeeming instantly as soon as you earn points! You no longer need to wait until you become an Insider+ member or earn 50 Insider Dollars.
  • We’ve opened up redemptions to ALL brands (excluding Festool), not just our exclusive brands, giving you so much more choice.
  • More time to use your Insider Points to build up to something you really want! Points will expire 12 months after your last purchase date, not 6 months after you earned them.
  • More member exclusive deals and bonus point offers to boost your points balance faster!New Membership tiers giving you access to more rewards and benefits the more you spend.

You might notice that you’re earning a little less than before but this is to give you more choice on brands for redemption., more time and more rewards.

9. Why should I join Insider Rewards?

If you want to get crackin’ rewards for buying the tools you want and need, be invited to VIP insider nights and get the insider word on the latest tool news & products – the Insider Rewards program is for you!

You can earn and redeem Insider Points across all Total Tools stores in Australia plus you can use your rewards instantly to redeem tools across all our brands instore (except for Festool and Gift Cards). Your points will stay active up to 12 months after your last sales transaction and you can access more rewards and benefits the more you spend as you move up the membership tiers.

Plus you’ll get access to a wide range of member only deals and bonus point offers to boost your points balance faster that no other tradie can get their hands on. Give us a go, sign up for the inside word and crackin’ rewards today!

10. How do I become an Insider Rewards member?

Becoming a member of the Total Tools Insider Rewards program is free. You can become an Insider by joining up on the Total Tools Insider App or at your local store. You must provide an email address or mobile number in order to join the program.

Need help locating your nearest store? Use our handy Store Locator to locate your local Total Tools store.

11. How do I update my details?

You can update your personal details on the Insider Rewards app under the ‘My Profile’ section or at your local Total Tools store. Need help locating your nearest store? Use our handy Store Locator to locate your local Total Tools store.

12. How do I unsubscribe from communications?

If you don’t want to hear about any products, offers or bonuses we have, you can opt out from email by using the unsubscribe link in our emails or for SMS, just reply STOP to an SMS from us.

You can also email your request to [email protected] or ask a staff member at your local storeto opt you out.

13. How do I cancel my Insider Rewards membership?

We’d be sorry to see you go, but you can cancel your Insider Rewards membership by contacting [email protected] or at your local Total Tools store.

14. I have multiple Insider accounts; can I combine all of my transactions and points into one?

If you have multiple accounts, you can chat to a staff member at your local Total Tools store about combining them.

Or, you can email [email protected] with your name, mobile number and email address and we can help you out.

15. Is my purchase history recorded?

All purchase transactions where you have presented yourself as an Insider in-store or via the Total Tools Insider App will be recorded under your Insider Rewards member profile.

16. Who do I contact if I have questions about my Insider Rewards membership?

For any questions regarding your membership, you can ask the staff at any Total Tools store or contact us on [email protected]

17. Where can I find the Insider Rewards Terms and Conditions?

You can access the Insider Rewards Terms and Conditionsonline.

18. Where can I find the Insider Rewards Privacy Notice?

You can access the Insider Rewards Privacy Notice online.

19. Do I need to update my Insider App?

Yes. We had to make some changes so all Insiders will need to update their app in order to view their new Insider Rewards Member status and points balance. All current 'Insider Dollars' displayed from November 1,2017 are incorrect, invalid and will not be honoured for redemption. You'll know if you have the right version of the app because your member status will show your new Insider Bronze, Silver or Gold.

Apple users can update their App to version 1.8 from Thursday 9th November.

Got an Android? Bear with us, the fixes are taking a little longer than expected. We'll let you know when you can update. 

Not sure about your points balance? Pease contact us at [email protected] and we can confirm this for you.

Earning Points

Back to top

1. What are Insider Points? How much do I earn?

You will earn a base rate of 1 Insider Point for every dollar* you spend in-store or online at Total Tools.

  • $1 spent* = 1 Insider Point
  • 100 Insider Points = $1 to redeem off a future shop

You can also earn Insider Points through bonus point offers to boost up your points from time to time.

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!

You can view the summary of Insider Points earned by membership tier online.

*Excludes Festool and Gift cards.

2. How do I earn Insider Points?

You can earn points on purchases you make instore and online at Total Tools. You will not earn points on sales of Gift Cards or Festool.

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!

Earning Insider Points of repairs, special orders, hires and services is to the discretion of the Total Tools store where the sale was made.

3. Is there a minimum spend amount in order to earn points?

The minimum spend amount is $1, as you earn 1 point on every dollar* you spend.

*Excludes Festool and Gift Cards.

4. How can I check how many Insider Points I have?

The best way is by downloading the Total Tools Insider Rewards App so you can keep track of your Insider points balance and your membership tier, all in the palm of your hand. You’ll find your Insider Points balance under the ‘My Profile’ tab.

We may at times send you emails with your points balance included too, so look out for these. You can also ask a staff member at your local Total Tools store who can help you.

5. How do I earn Insider Points in-store?

When you make a purchase at any Total Tools store, make sure you identify yourself as an Insider member and you will earn points on your eligible sales which are recorded under your membership.

6. I have an Insider Rewards membership, why did I not earn points on my purchase?

If you’re not opted into receiving at least one of email and SMS communications from us, your account will be frozen. This means you can’t earn or redeem your insider points.

So, don’t miss out by making sure you are opted in to receiving at least one of these two communications from us. Plus this is how we’ll let you know of the latest member offers, special events, bonus offers, points balance, Insider Nights and more!

7. Why didn’t I earn points on my Festool purchase?

As requested by Festool, their products are not included in our Insider program due to an agreement with the ACCC. Therefore, you cannot earn or redeem any Insider Dollars on products by Festool.

8. Can I earn Insider Points online at totaltools.com.au?

As long as you log into the website using the same email address on your Insider Rewards member profile, your purchase will be linked to your Insider record and you will earn points on your online purchase.

If you have never shopped online before, you must first ‘create an account’ on our website using the same details as in your Insider Rewards record.

9. Why did I not earn points online?

If you don’t log into your account online before making a sale, it will not link to your Insider record.

If this happens, please contact us at [email protected]and attach a copy of your online order invoice and your Insider Rewards member details.

You are unable to earn insider points through E-Bay purchases.

10. How long does it take for my Insider Points balance to update?

Insider points should be viewable on your Insider Rewards member profile within 24hours of your purchase. If your points aren’t showing, check with your local store and drop us a note at [email protected]

11. Can you add Insider Points to my membership if I forget to show my Insider account?

If you've forgotten to present yourself as an Insider instore or log in online and would like your Insider points added to your account, please contact [email protected] Please ensure you have your receipt details handy.

Remember to always let us know that you’re an Insider or login when shopping online so you don’t miss out on earning any Insider Points and scoring any deals or promotions that may be available to you.

12. Do Insider Points expire?

Your Insider Points will now accumulate and will expire 12 months from your last purchase date with Total Tools – giving you more time to build up to something you really want. So the more you shop, the longer you have to redeem your points!

If you do not make a purchase, earn Insider Points or redeem Insider points for a continuous 12 month period, your Insider Points will expire.

Insider points earned through bonus point offers or rewards may have a different set of terms and conditions, including expiry dates. Be sure to read these carefully.

13. If my Insider Points expire, does it impact my membership tier?

No. Your Insider Points balance and your membership tier and calculated separately. You will not move tiers if your points expire. Similarly, you will not lose Insider Points if your membership tier is upgraded or downgraded.

14. How do I know when my points will expire?

You can keep track of your Insider Points on the Total Tools Insider App under the ‘My Profile’ tab or you can also check your points balance at your local store. If you’re opted into emails, we may send you a reminder on email when they are due to expire, so make sure your email is up to date.

15. My Insider Points have expired, can I have them extended?

Unfortunately, expired Insider Points cannot be extended.

16. What are bonus points?

With Insider Rewards, you can score bonus point offers to boost up your points balance as part of special or promotion from time to time!

These are all Insider member exclusive, so make sure you sure you tell us you’re an Insider when you shop in-store, or sign in when shopping online so you don’t miss out on an offer. Bonus points are not attributed to your membership status.

17. I earned bonus Insider Points during a promotion, how long are they valid for?

The expiry dates for any bonus point offer will be outlined in the promotion and may vary on different promotions. Please check the conditions attached the specific offer.

MEMBERSHIP & TIERS

Back to top

1. What is a membership tier?

Insider Rewards has three levels of membership tiers – Insider Bronze, Insider Silver and Insider Gold.

As a new member, you join the program in the membership tier that your first transaction qualifies you for. The higher your membership tier, the more benefits and rewards you will enjoy!

2. What is a membership year?

An Insider Rewards membership year is your annual spend as an Insider with Total Tools instore or online each year between July 1 – June 30.

3. How do I become Insider Bronze, Silver or Gold Member?

The more you shop, the more you get! To qualify for a membership tier, you must meet the minimum annual spend requirements for that tier within the membership year:

  • Insider Bronze - spend between AUD$0 and AUD $699 in a membership year; or
  • Insider Silver – spend between AUD$700 and AUD $2,499 in a membership year; or
  • Insider Gold - spend over $2,500 in the membership year.

4. What is the difference between Bronze, Silver and Gold membership tiers?

Visit totaltools.com.au/insider-rewards to view all the membership tiers and associated tier benefits.

5. Can my membership tier be upgraded or downgraded?

Members are automatically upgraded to Silver or Gold Membership once they have reached the qualifying tier spend at Total Tools stores, within the Insider Rewards membership year, July 1 – June 30.

At the end of the next Membership year, June 30, members who have not spent the required amount during that Membership Year will be reallocated to the appropriate tier status.

6. How do I know what my Insider Rewards membership tier is?

You can find your membership tier on the Total Tools Insider Rewards App under the ‘My Profile’ tab. It may also at times be included in email communications from us. You can also ask a Total Tools staff member to check for you.

7. How do I know if I’ve been upgraded into a new tier?

Keep an eye on your email inbox! We will keep you posted on your movement between statuses by email.

Please note that if you opt out of marketing emails from Total Tools, you may miss out on membership tier notifications and any related tier rewards and/or associated bonuses you may be entitled to as part of your membership.

8. If my tier is downgraded, will I lose my Insider Points?

Your annual spend with Total Tools will be calculated at the end of each membership year to determine your new membership tier.

If you don’t maintain your spend and fall down a tier at the end of a membership year, you will not lose your points. Points expiry is 12 months from your last purchase date regardless of your tier. Tiers and points are completely separate. Don’t worry!

REDEEMING INSIDER POINTS

Back to top

1. Am I eligible to redeem Insider Points?

You must be opted into receiving SMS or email to be able to earn or redeem any Insider Points – this will make sure your account is active.

If you choose to not receive either, your account will be ‘frozen’. You may miss out of finding out about any bonuses and offers that you may be eligible for. You will also be unable to redeem any insider points or rewards.

2. My Insider Rewards account says I have 1000 points to redeem? Is this $1000 to redeem in store?

No, 1000 points is not equal to $1000 to redeem. The base rate for an Insider Point is 1%. If you have 1000 Insider Points, this is $10 to redeem in-store.

3. When do I start redeeming Insider Points?

As soon as you have Insider Points, and your account is active, you can begin redeeming Insider Points on products immediately on your next transaction. Some exclusions apply.

Don’t forget to identify yourself as an Insider or present your barcode via the Total Tools Insider App in-store, or login when shopping online.

4. What can I redeem my Insider Points on?

Heaps! You’ve now got more choice to redeem your Insider Points on all our biggest brands in-store – just excluding Festool and Gift Cards.

And you can check out the Total Tools Insider App for something outside of the tool shed like movie tickets and power banks to keep the phone charged up!

Gift Cards cannot be purchased with Insider Points.

5. How do I redeem Insider Points?

With Insider Rewards, you can redeem your Insider Points instantly in any Total Tools store as soon as you earn them in your next eligible transaction – no more minimum to spend to unlock your points!

Just choose your products and identify yourself as an Insider member when you’re at the sales counter!

6. Are there any products I can’t redeem my Insider Points on?

Yes, some products instore are excluded from Insider Rewards and you cannot earn points on these products and services. Unfortunately, you are unable to redeem your Insider Points on Festool products and Gift cards. Redeeming Insider Points on clearance items, repairs, special orders, hires and services is to the discretion of the Total Tools store where the redemption is being made.

7. Where can I redeem my Insider Points?

You can redeem your insider points at any Total Tools store. You can locate your nearest Total Tools store using our Store Finder.

And you can check out the Total Tools Insider App for something outside of the tool shed like movie tickets and power banks to keep the phone charged up!

Unfortunately, Insider Points can’t be redeemed on sales online through our totaltools.com.au website.

8. How many Insider Points do I need before I can start redeeming?

There is no minimum points required before you can start redeeming. Once you earn them, you can redeem them instantly on your next eligible purchase in-store!

9. What happens if I need to return a product that I used my Insider Points to purchase?

If you need to return a product that you purchased using points, the insider points redeemed will be returned back into your Insider account.

10. Do I have to use all of my Insider Points at once?

No, you can use as many or as little insider points as you want in a transaction. Use them now, or save them and keep building them up for something bigger!

11. What happens if I don’t have enough Insider Points to purchase my item? Can I pay the rest with cash?

Yes, if you don’t have enough Insider Points for a product redemption, you can pay the remaining balance with cash in-store only. Split payments are not available on the Total Tools Insider App on in-app redemptions.

12. Can I swap my Insider Points for cash or a Gift Card?

No, Insider points are not transferrable or redeemable for cash. You cannot use your Insider Points to purchase a Gift Card.

REWARDS

Back to top

1. I just received a birthday reward, how do I redeem it?

Silver and Gold Insider members who have provided a date of birth on their Insider record may be eligible to receive a birthday reward once per year during the month of their birthday. Birthday rewards are communicated via email at the beginning of the month and will only be valid for the duration of that birthday month.

To redeem your reward, just head into your local Total Tools store to get it activated. Birthday rewards can only be redeemed once in 12 months. See email for terms and conditions.

2. I didn't receive a birthday reward?

Silver and Gold Insider members who have provided a date of birth on their Insider record may be eligible to receive a birthday reward. 

If you haven't updated your profile with your birthday details, we won't know it's your birthday to send you something special! You can update your details anytime at your local store or via the Insider Rewards App. We'll let you know if you have a birthday reward via email too, so make sure you're email address is up to date and you're opted in so you don't miss out on rewards!

Drop us a note at [email protected] if you still have questions.  

3. I’ve received a welcome to tier gift, how do I redeem it?

Congratulations! Members whose spend within a membership year qualifies them to move up into a Silver or Gold tier will receive a ‘welcome to tier’ reward. Welcome to tier rewards are communicated via email when the new tier is reached.

To redeem your reward, head into your local total tools store. Welcome to Tier rewards will expire one month from date of issue. See email for terms and conditions.

4. I didn't receive a 'welcome to tier' reward?

Insider Silver and Insider Gold Members become eligible for a welcome to tier reward when their spend in the membership year qualifies them to upgrade and enter into a new tier. If you are eligible, we'll send you an email to let you know, so make sure your email is up to date and you're opted in to receive emails! If you think you should have received a reward, please contact your local store or [email protected] 

When Insider Rewards was launched on November 1, all existing members were allocated to a starting tier in the program based on your previous spend. Unfortunately, members are not eligible for the Welcome to Tier Reward in this initial instance. But, as soon as your spend in the membership year qualifies you to upgrade to the next tier, you are eligible for that tier Reward and upon reaching every tier thereafter. Keep an eye out for these emails!

COMMUNICATIONS

Back to top

1. How am I contacted about Insider news, offers and promotions?

The main form of contact for Insider communications will be email.

From time to time you may also receive an SMS or push notification to your smart phone if you have the Total Tools Insider App.

To make sure you don’t miss out on any offers or bonuses, make sure your email address is added into your profile and that you’re opted in! You can do this via the Total Tools Insider app under the ‘My Profile’ tab, at your local Total Tools store or send us an email at [email protected]

2. Why am I not receiving any Insider emails?

Your email details may not have been recorded in your profile, email details have been recorded incorrectly in our system or at some time we may have received an email unsubscribe request from you.

Please check your details are correct under the ‘My Profile’ section on the app or you can update your details at your local Total Tools store or email [email protected]

3. Can I be a part of Insider Rewards but no longer receive email communications?

If you choose to opt out of emails, you may miss out of finding out about any bonuses and offers that you may be eligible for.

If you do opt out of receiving emails, you must be opted into receiving SMS to continue to be a part of the program. If you choose to not receive either, your account will be ‘frozen’ and you will be unable to earn or redeem any Insider Points.

4. Stop sending me promotional material. How do I unsubscribe from communications?

If you don’t wish to hear about any offers or bonuses we have, you can opt out from email by using the unsubscribe link in our emails or for SMS, just reply STOP to an SMS from us.

You could also email your request to [email protected] or ask a staff member at your local store to opt you out.

INSIDER REWARDS APP

Back to top

1. Do I need to update my Insider App?

Yes. We had to make some changes to the app so all Insiders will need to update their app in order to view their new Insider Rewards Member status and points balance. All current 'Insider Dollars' displayed from November 1,2017 are incorrect, invalid and will not be honoured for redemption. You'll know if you have the right version of the app because your member status will show new Insider Bronze, Silver or Gold.

Apple users can update their App to version 1.8 from Thursday 9th November.

Got an Android? Bear with us, the fixes are taking a little longer than expected. We'll let you know when you can update. 

Not sure about your points balance? Pease contact us at [email protected] and we can confirm this for you.

2. What is the Insider Rewards app?

The Insider Rewards app will allow you to keep track of your Insider Points and membership status. You can shop the latest products, find your local Total Tools store, export your invoices and keep up to date with the latest tradie news.

3. What devices support the Insider Rewards app?

The Insider Rewards app is supported by Apple and a selection of Android smartphones.

4. How do I download the Insider Rewards app?

For Apple users:

The Insider Rewards app can be downloaded from the Apple App Store. Ensure you are using the latest version of iOS on your smartphone and that you have a network connection before downloading the Insider Rewards app.

For Android users:

The Insider Rewards app can be downloaded through the Google Play Store. Ensure you have the latest Android platform installed on your smartphone and that you have a network connection before downloading the Total Tools Insider App.

5. Do I have to download the Insider Rewards App to become a member?

We encourage all members to download our Insider Rewards app to make it simple and easy for you to keep track of your account. It also makes membership identification at in-store point of sale a breeze. There is also the added bonus to redeem lifestyle products exclusive to the Insider app.

6. How do I log into my Insider account on the app?

Existing Insider Member:

If you already have an Insider account, select the ‘log in’ button on the app and enter your mobile number or email address.

You will then receive a code to the channel you signed in with to enter into the app.

If you have any issues logging into the app, please email [email protected] with your full name, mobile number and email address.

New Insider Members:

For customers who are new to the Insider Rewards program, select the ‘join now’ button and enter your details on the sign up page and your Insider membership will be created.

7. I can’t login to the app because I have multiple accounts, how do I fix this?

If you receive an error message on the app that you have multiple accounts, please send your full name, mobile number and email address to [email protected]

8. The Insider Rewards app asked if I wish to accept push notifications, what do I do?

Push notifications will notify you of sale events, offers and Insider events. To receive push notifications, please select ‘allow’. If you choose not to receive push notifications, you can always update your opt in preference through the settings on your phone later.

9. Do I need to be a member to use the Insider Rewards app?

To view and use all functions of the Insider Rewards app, you will need to join the program. You will be able to browse the latest from Total Tools including latest products, special and redemptions as well as the latest tradie news, without creating a membership profile or logging in.

10. Can I join Insider Rewards through the app?

Yes - If you’re not currently an Insider member but would like to join, you can download the Insider Rewards app and select ‘join now’. Enter your details on the sign up page and your Insider membership will be created.

11. Are all of my purchases saved?

Yes, with the new Total Tools Insider app, all of your receipts will be digitally saved so you won’t have to worry about losing them. It will also make it much easier for you to gather all your purchase records during tax time. Simply log in and check out the ‘invoices’ tab.

The app will only show invoices from July 2015 onwards. If you require an invoice before July 2015, please contact the Total Tools store where you made your purchase and request it to be emailed to you.

12. How do I export my invoices?

To export your invoices, go to the invoices tab, select the invoice you need, then press the envelope icon on the top right corner of the page. This will then open up a blank email with a pdf of your invoice attached.

Enter the email address you would like to send it to and send. You must have the native mail app installed and configured on your phone to be able to export your invoices. Unfortunately, you cannot send your invoices using 3d party apps such as Gmail or Outlook.

13. I can’t see all of my invoices on the app, what do I do?

If you believe you should have more invoices on your app than you can see, please email [email protected]with your full name, mobile number and email address.

Please keep in the mind that receipts for purchases made before July 2015 will not appear on the app. If you require invoices before July 2015, please contact the Total Tools store where you made your purchase from.

14. I redeemed a product on the app, how and when will I receive it?

For products redeemed on the app, the local store that you select to collect it from will contact you once it arrives in store.

Please allow 4-6 weeks for redemptions to be available for collection.

Back to top