Last Updated: September 10, 2026
Shipments
Shipping is free on all orders over $350 that are shipped 'ground' within the contiguous United States. Orders to Alaska, Hawaii, or US territories are not eligble for free shipping (additional freight fees will apply). International customers will need to prepay via a wire transfer and have the products shipped to their exporter in the United States. We only ship to United States street addresses.
Orders may be exempt from qualifying for free ground shipping if they fall under the following criteria. Orders classified as 'heavy freight', or when the carrier makes a delivery at a location with limited access.
Limited access locations may include but are not limited to construction sites, military bases/installations, prisons, airports, hospitals, ports, state/national parks, etc.
Any order that is over 150 lbs or to large to classify as standard 'ground' will be classified as 'heavy freight'. In order to qualify for free freight on deliveries classified as 'heavy freight', the customer must:
- Take responsibility for off-loading the delivery at a commercial address with loading dock or forklift on site; or
- Take delivery of the order at the trucking company terminal
All orders deemed exempt from free ground shipping may be charged an additional 'tail gate' delivery fee. Our Shipping Department reserves the right to route all shipments via the carrier of their choice. Requests for Expedited, Priority, Next Day or Two-Day Service will be added to the invoice.
Shipping insurance is an option for most of our products. If your purchase qualifies for insurance coverage, the choice to add/remove insurance will be available at checkout. If you decide to purchase this insurance, your order will be better protected in the event that it gets lost, stolen, or damaged while in transit. Insurance is provided by our partner Route via SEG Insurance LTD. For more information on Route's insurance policies, please click here.
Unless otherwise specified on the customer's purchase order or at Tools Direct USA's discretion, all orders will be shipped promptly via ground shipping. An email with tracking information will be sent out after the order has shipped. We are not liable for delays in shipment occasioned by strike, fire, accidents or other conditions beyond our control. All orders received after 3:00 pm EST will ship the following day. Tools Direct USA makes shipments Monday thru Friday (excluding National Holidays).
Customers are responsible for providing a complete and accurate shipping address at checkout. If an order is shipped to an incorrect, incomplete, or otherwise inaccurate address provided by the customer, the order is not eligible for a refund or replacement. If the order is returned to us due to an incorrect or incomplete address, we may offer to reship the order to the correct address. Any additional shipping or handling charges required to reship the order will be the customer's responsibility.
Delivery
Most orders shipped ground within the contiguous USA will be delivered in 2-3 business days. Standard delivery days are Monday thru Friday (excluding National Holidays). Next Day and Two Day Air shipments will only be delivered on weekdays unless a previous arrangement is made with Tools Direct USA. Expedited shipping delivery dates are not guaranteed by Tools Direct USA. Any expedited shipping charges are not eligible for refunds with Tools Direct USA. Any refund on expedited shipping charges will need to be pursued with the shipping company that delivered the order. Concerned about a specific delivery time? Call us at 1-866-268-2600 or email us at Info@ToolsDirectUSA.com
Return Guidelines
Return Requests need to be submitted following the specified guidelines and timeframes below. All returns require approval before being shipped back. Items received without prior approval will be returned to the customer at their expense, or disposed of at the discretion of Tools Direct USA.
New Products/Parts Guidelines
We will refund the purchase price of any new (unused) standard stock product, less a 15% restocking fee, within 60 days of delivery.
We will refund the purchase price of any new (unused) part, less a 15% restocking fee, within 30 days of delivery.
Non-standard custom made merchandise is not eligible for returns.
Used Products/Parts Guidelines
We do not accept returns for any used products/parts.
Defective Products/Parts Guidelines
We will either exchange the defective product/part with a replacement or refund the defective product/part for the purchase price and freight fees within 30 days of delivery.
Damaged Products/Parts Guidelines
We will either refund or exchange the product/part with proven damage at the time of delivery within 5 days of delivery.
Missing Products/Parts Guidelines
If tracking indicates that your package was delivered but you cannot locate it, please first check around the delivery location, with coworkers, neighbors, building management, or others who may have accepted the package.
If your package still cannot be located, a claim must be filed within 30 days of delivery or the last available tracking update. We will review the circumstances and, if the product or part is determined to be eligible, provide an appropriate refund or replacement. An eligible customer may receive a refund of the full purchase price, and original shipping cost of the affected product or part. However, a refund is not guaranteed and will be determined based on the circumstances of the claim, the results of any applicable investigation, and any applicable shipping protection or carrier policies.
If you purchased Route Package Protection with your order, your claim should be submitted through Route within their applicable 30-day claim period. Route will review the claim and, if approved, provide the applicable resolution.
A delay in tracking or transit does not necessarily mean that a package has been lost. Packages may experience delays or gaps in tracking updates while in transit. If the package is confirmed as lost or otherwise qualifies for coverage, we will assist with the applicable refund or replacement process.
Customers are responsible for providing a complete and accurate shipping address at checkout. If an order is shipped to an incorrect, incomplete, or otherwise inaccurate address provided by the customer, the order is not eligible for a refund or replacement. If the order is returned to us due to an incorrect or incomplete address, we may offer to reship the order to the correct address. Any additional shipping or handling charges required to reship the order will be the customer's responsibility.
Return Requests
In order to return your order, you will need to submit a return request through our website. Please observe the following procedures:
- Navigate to the Orders page on your account
- Select the order that contains the product(s) you wish to return
- Click the Return button found at the bottom of the screen
- Select Qty of each product you wish to return (it will have 0 selected by default)
- Choose the Return Reason and Action that are applicable, and enter any additional information in the comments box
- If necessary, send any applicable pictures to Info@ToolsDirectUSA.com with reference to your order number
- Submit Return Request
Once your return request has been submitted, it will be reviewed by staff for approval. At this stage, you may be contacted via the phone number or email address you have listed on your account for more information.
If your return request is approved you will be sent detailed return instructions to the email address on file in your account. Once the return has been received and processed back into our warehouse your refund will be granted. This may take 10-14 days to process depending on the refund method you have selected.
If our warehouse does not receive your return within 60 days of your requests approval, then Tools Direct USA reserves the right to cancel your return.