My Order

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.

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

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

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 via the help centre and we will direct you to the correct store.

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.

When can I expect to receive my order?

We aim to despatch all orders as soon as possible but within 5 business days. Delivery timeframes will then depend on your location. Please refer to our delivery information page for more details.

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.

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 via the help centre and we can direct your query to the appropriate store.

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.

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.