Customer Support support@tooltrader.co.za

HOW DOES THE PAYMENT WORK?

It’s quite simple. You can pay using either your debit or credit card

All payments are done securely through PayFast - www.payfast.co.za 

WILL MY PERSONAL INFO BE KEPT SAFE?
Absolutely! ToolTrader promise that we will take all reasonable steps to protect the personal information of our customers. Just sure we're all on the same page, "personal information" shall be defined as detailed in the Promotion of Access to Information Act 2 of 2000 (PAIA). The PAIA may be downloaded here. 

I AM BATTLING TO ORDER VIA THE WEBSITE, WHAT DO I DO?

Oh no! You can email support@tooltrader.co.za  or WhatsApp +27 64 525 5244 with the exact item including naming convention of the item you wish to order and we will send you out an invoice. Remember to include your physical address for delivery and contact number. We will only dispatch your order once payment has been received.

WHAT IS THE DELIVERY PROCESS AND COST?

ToolTrader delivers form suppliers warehouse straight to your door in South Africa. Delivery fee varies dependent on weight of product ordered. At checkout the delivery rate will be calculated and added. Tool Trader will deliver your order within 3-10 working days depending on your location.  
Please remember to enter a physical address with area code and NOT a postal address.
For any other delivery queries, see our Delivery Policy.

DID MY PURCHASE DEFINITELY GO THROUGH?

It’s more than likely that your purchase was successful …. but please make sure you went through the following processes to be sure:

  • Did you receive an email confirming your order?
  • Were you taken to a Thank You page on completion of your purchase?

If you did not go through the processes above then your order did not go through. Please give it another try!

CAN I CHANGE OR EDIT MY ORDER?

For our customers, we will do anything, but you better move quickly in notifying us of any changes. Our Ops team are on the ball in getting your order sent out to you ASAP so changes will only be possible if your order hasn’t been dispatched yet. 

CAN I CANCEL MY ORDER?  

Once placed, orders cannot be cancelled. You would need to follow the return procedure to redeem a refund.

CAN I RETURN MY ORDER?

Well.. we highly doubt you’ll want to return your awesome new product, but Yes, upon reciving your product you have 3 days in which to return any product you are not satisfied with to obtain a full purchase price credit. 
If you would like to go ahead with your return, please email support@tooltrader with your order number, photos (if necessary) and any additional information regarding your return/exchange.

CAN I EXCHANGE MY ORDER?

Yes, you have 3 days in which to return any product you are not satisfied with to obtain a full purchase price credit or product exchange. Our policy lasts 10 days. If 10 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. If you would like to go ahead with your return, please email info@tooltrader.co.za with your order number, photos (if necessary) and any additional information regarding your return/exchange.  

I NO LONGER WANT TO RECEIVE THE NEWSLETTER. WHAT DO I DO?

Our newsletters will keep you in the loop with latest products and ranges added to our store, ahead of time, of discount codes and sales. But if you don’t want to get it anymore, then please click on the unsubscribe link at the bottom of the last newsletter you received. You will be taken to a page where you can confirm that you wish to unsubscribe.

I'VE RECEIVED A FAULTY ITEM, WHAT SHOULD I DO?

We want to sort out any issues with faulty items straightaway.

As soon as you discover a fault, please email support@tooltrader with the following details:

  • The order number / invoice number
  • The fault in question.
  • Detailed Photographs of the faults on the items.

THE FOLLOWING WILL NOT BE COVERED ON FAULTY PRODUCTS. 

  • Faults resulting form normal ware and tear. 
  • Damage from negligent or incorrect use.
  • Damage arising from electrical surges or sea air corrosion. 
  • Damage arising from unauthourized alterations to the product.
  • Damage arisining due to the goods not being maintained properly.

I'VE RECEIVED AN INCORRECT ITEM, WHAT SHOULD I DO?

Shucks! Our bad!! We want to sort out any issues with incorrect items straight away. If one of the items you received isn't what you ordered, please email us on support@tooltrader.co.za with your order number / invoice number, incorrect product received and/or product missing.

WHAT ARE YOUR HOURS OF OPERATION?

How’s this!! Our website never closes – you are free to purchase 24 hours a day, 365 days a year.

Our Customer Service team are available telephonically at the following times:

MONDAY-FRIDAY: 8:00am-17:00pm

SATURDAY & SUNDAY: 8:00am-12:00pm

PUBLIC HOLIDAYS: Closed

EMAILS QUERIES: Email at anytime, wherever you are – We will ALWAYS get back to you during office hours, as soon as we can. 

 

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