You can place order for any of our product listed on the web address: www.toolmarts.co.nz
Once we have confirmed your order, it will be processed and will be dispatched within 1-3 days and we will send confirmation email that your order has been dispatched.
Please note that we use the e-mail address that you have given us on the web when placing your order
Delivery Terms, Methods and Process Time
Toolmarts shall use reasonable endeavours to deliver your product within reasonable timeframe starting from the day on which the order is placed. The expected delivery date will be stated in the order confirmation email and this is dependent upon the customer’s location. And we do not accept liability for failure to deliver within the stated time where this is caused by circumstances beyond our reasonable control, such as delays caused by delivery companies or manufacturer lead times. If a delay is likely, we shall contact the customer and advise of the delay.
Delivery terms:
Standard delivery: With standard delivery you receive your complete order within 3 to 7 business days, from the point when all the items in your order are in stock. We ship all orders with New Zealand post but customers are free to choose other services.
Pre order delivery - For our pre-orders which are mostly from overseas, we normally wait until the container arrives in New Zealand and then we will ship them to customers. This will be clearly stated on our website prior to check out. Once you order for any of our product on a pre-order basis, we will set an expected delivery date based on our calculations on when container is likely to arrive, this may not be accurate at all times as we do not have control over the shipping company’s lead times. You are advised to review our expected delivery time very well and ensure that you are completely satisfied with it before moving forward with your order, once order is placed, we will not be able to process or accept cancellation of such order.
Shipping terms:
Partial Shipping: If you order more than one item - it is possible that they could be on different lead-times and therefore you could request various deliveries and will be charged for all extra deliveries above the standard.
Shipping to various locations: Some customers purchase centrally and wish to have various items delivered to various offices, this can be done after the relevant security checks are clear and the added costs covered.
RETURN AND REFUND POLICY
Toolmarts strives to make clients' journey as smooth as possible right from the moment purchasing the product to receiving and making use of it. In spite of all efforts and diligence, sometimes something might go wrong and you may wish to return the product. In this case, please raise an RMA (Return Merchandise Authorization) request by agreeing to the terms and conditions provided below. This document explains our policies in all scenarios where you need to raise a RMA request.
Please be aware that any discrepancies between your order and the goods received must be notified within 2 days of receipt of the items.
Cancellation Policy
PRE ORDER PRODUCTS
Orders on pre order basis CANNOT BE CANCELLED once it is placed and we have started the processing of the order or awaiting the container to arrive, please ensure that you are completely satisfied with the expected delivery date as stated on the website which is also subject to change depending on when the container is filled up and we are able to receive the consignment as at the time advised by the shipping agency.
NON PRE ORDER PRODUCTS
If a customer wishes to cancel an order there will be no charge for doing so if you email us, quoting the order reference number or your PO number, BEFORE THE ITEM IS DISPATCHED.
If the item has already been dispatched, then the best advice is do not open the shipment when it arrives. Customer may then arrange for the shipment to be returned to us within 3 days of the good’s arrival. Please ensure that your item is adequately re-packaged, preferably using the original outer packaging. This will attract a re-stocking fee of 25% except where toolmarts has incorrectly supplied a product other than your required product.
The goods must be unused and received by us in a resalable condition including all accessories, manuals and packing etc. within three days of the goods being signed for by the customer. You will be required to organise and pay for the return delivery and you should arrange insurance against loss or damage to the goods while in transit otherwise lost goods liability would be at your end.
You are expected to notify us via email before the item is returned to us so you can be advised and guided appropriately and you will be provided with the address by which the product will be returned to.
Once we have received the item and it is verified to be intact as it was originally dispatched to you, a 75% refund will be issued to the credit card you used to make purchase with us. While the remaining 25% will be for re-stocking fee except where toolmarts has incorrectly supplied a product other than your required product.
Non-Faulty Returns Conditions
In the event that we, at our absolute discretion, agree to accept the return for credit of unwanted products, the Goods must be returned with our prior written agreement within three days of delivery. The Goods must be unopened, with the manufacturers' seals intact and in perfect resalable condition. All non-faulty returns are liable to a 25% restocking fee, unless incorrectly supplied by toolmarts. Incorrectly supplied items must be returned in their original condition, or a re-stocking fee of 25% will be charged.
Original condition: accessories, manuals, software, and warranties must be enclosed in their original packaging and should be undamaged. Securely repackage the item/items in the same way that they were sent to you.
Faulty Items under Warranty
If you encounter a fault with any product bought from us, please raise an RMA (Return Material Authorization) request by agreeing to the terms and conditions below. You will need to quote our order number, the date of purchase, and the serial number of the faulty item. Once we have confirmed that the faulty product is still under warranty, one of our staffs will try to resolve your problem over the phone or via remote access.
If the problem persists, an RMA Number will be issued, and you will need to follow our standard RMA procedure. Once the item has been returned, we will test it and fix the problem. If the item cannot be repaired, we will send out a replacement. Replacement product may be either new or equivalent to new and be identical or equivalent specification.
Return Material Authorization (RMA)
Please raise an RMA request by agreeing to the terms and conditions below. This is required for the return of all items to toolmarts regardless of the reason for return.
Items should be returned in their original condition. All accessories, manuals, software, and warranties should also be enclosed in their original packaging and should be undamaged.
Once you have received your RMA number from us when you contact us to notify us of your intention to return product for certain reason, securely repackage the items in the same way they were sent to you (ideally inside the original outer box). If the original box is marked or damaged in any way, a restocking fee of 25% may be applied.
Do not write directly on the original box/packaging.
Ensure the package has the RMA number clearly visible on the outer box, otherwise the package will not be accepted.
Once goods have been received and tested, we will return the replacement item to you within 8 days of receipt of the faulty item.
Please note that any discrepancies between your PO and the goods received must be notified within two days of receipt of the items.
RMA Return Shipping process:
A: After you might have gotten your RMA number from us, our sales representative will tell you the return instruction by email, including shipping address and special shipping invoice.
B: Returned products have to be packed properly to avoid damage during delivery.
C: All accessories and user documentations should be returned.
D: Once shipped, please tell our sales representative the tracking Number immediately.
Delivery Charges:
The Customer is responsible for paying shipment charges when returning to us; we will pay for shipment of the repaired items back to the customer.
