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Orders, modifications, cancellations
As soon as your order leaves our warehouse, you will receive an automatic message with all the details so you can easily follow your order through the carrier. This way, you will know exactly when your order will be delivered. Always keep an eye on the delivery time that is mentioned with each article on the site.
I have not received a shipment notification yet, what can I do?
As long until an order has not been shipped, you will not be notified. If you have ordered items that are not in stock, it will also take longer before they are dispatched and you are notified. Therefore, please always keep an eye on the delivery time stated with each item on the site. We ask you to wait patiently until the delivery time has been reached. You will receive an automatic dispatch notification when your order has been (partially) shipped.
Tip: did you check your spam/junk mail folder? It sometimes happens that order confirmations end up in the wrong folder.
Did you check the expected delivery times?
The expected delivery times are listed along each item. So you can easily check whether it has already passed. If it has not been met yet, we kindly ask you to be patient. As soon as your order leaves our warehouse, you will receive an automatic message with all the information to easily track your order through the carrier.
Has the expected delivery time passed?
We do our best to process all orders as quickly as possible. Unfortunately, delays are sometimes inevitable. The expected delivery times are listed with each item. So you can always check if it has already passed.
Did you order items with different delivery times?
If so, your order will likely be delivered in parts. You will be notified automatically when the items from your order are shipped. It is possible that the deliveryman will visit you several times. Always make sure that you or someone else is present to accept your package.
Tip: in the shipping email, you will find a track & trace details which shows exactly what is delivered. Have you ordered more than indicated in this shipping mail? Then the remaining part will be sent with a new shipment.
Delivery times at Toolnation
The expected delivery times are listed separately for each item. For out of stock items delivered to us, we depend on the information provided to us by the supplier / manufacturer. These delivery times are automatically adjusted based on delivery information we receive from the supplier / manufacturer, they may vary.
o In stock, delivery time: 1 to 2 business days (Product is in stock and can be delivered from one of our warehouses)
o Expected delivery time 1 to 3 business days (Product is not in stock, but can be delivered by suppliers within 24 hours)
o Expected delivery time 2 to 5 business days (Product is not in stock and will be ordered by the supplier)
o Delivery time expected from ... (Article not in stock, the supplier expects to be able to deliver in ... )
o Delivery time: on request (Please contact us via contact form for current delivery time)
o Article no longer available (Article is no longer available fromsupplier)
Customer account
You can also check the status of your order in your customer account > Login now
Don't have a Toolnation customer account yet? You can easily create one yourself > Create customer account
Please note: unfortunately, it is not (yet) possible to link a placed order to your customer account.
Shipping is free* for orders over €100 (incl. VAT) in the Benelux and Germany.
For orders under €100 (incl. VAT) you pay €9 shipping costs in the Benelux and Germany.
For orders under €30 (incl. VAT) you will pay €13 shipping costs in the Benelux and Germany.
*Please note: for items of exceptional weight/size or which require additional handling (e.g. lawn mowers, table saws, undercarriages, compressors, etc.) shipping costs are automatically calculated in the checkout menu.
Shipping costs outside BENELUX and Germany, within EU.
Shipping costs for shipments within Europe are calculated automatically when your address information is complete.
No, unfortunately we cannot modify a placed order, and it is not possible to add nothing to it after placing it.
However, we can cancel your order for you (as long as it is not in process) or you can return the order after receiving it and then order the correct item yourself. The costs for a return shipment are for you. Please always contact us for the cancellation and return of items. We kindly ask you give us the reason for the return. We investigate each case to find the best solution there is.
Private customers
Yes, you can (partially) cancel an order while your order is pending. This is free of charge. Please always contact us for the cancellation and return of items.
- We only take cancellations that are submitted through our customer service. You will always receive a confirmation when we have cancelled your order.
- If you have already received part of your order, but wish to cancel the entire order, you must return the items already received to us at your own expense.
- We can only cancel a set/ bundle completely; if you have ordered a set/ bundle of products and it has been partially shipped, you will have to return the items already shipped to us at your own expense. It is not possible to obtain a refund for any set.
- We can only cancel complete order lines, cancelling partial order lines is not possible.
Note: Cancellations must always be made in writing to our customer service. Different conditions may apply for business customers.
Is your order already in progress?
If your order has already been processed in our warehouse, unfortunately we can no longer cancel it for you. In this case, please contact us for a fitting solution.
Business customers
For business purchases, meaning purchases made by entrepreneurs, there is no right of withdrawal or legal remission period. They have no legal right to return their purchase within 14 days without giving reasons and receive a full refund including delivery costs.
Unfortunately, it is currently not possible to change your delivery address after you have placed an order. However, with some carriers it is still possible to change the delivery address when it is already on its way, information about this can be found in the Track & Trace code you received in your shipping notification.
More information about > Shipping and collection
Want to modify your address for future orders?
You can do this easily with your account > log in now
No customer account yet? > create a customer account
Note: unfortunately, it is not (yet) possible to link a placed order to your customer account
Yes, as long as you have not placed your order yet, you can change it in your account. After placing an order, this is no longer possible. This is prohibited by Dutch law and regulations.
Please contact us if an incorrect billing address is listed on your invoice.
Want to change your own billing address?
You can do this easily with your account > log in now
No customer account yet? > create a customer account
Did you check the order carefully? Have all the boxes been opened and was there anything you couldn't find? Most likely, you have ordered items with different delivery times. Therefore, your order will be shipped in parts and the missing items will be back-ordered. You will receive an automatic shipping notification of each back-ordered item when it is shipped. It may therefore happen that the deliveryman will visit you several times.
Tip: You will automatically receive a shipping confirmation with items that we send to you. Isn't the complete order listed in this shipping confirmation? Then the remaining part will be sent at a future time.
Different delivery times within one order
When an order contains multiple items with different delivery times, your order will probably be delivered in parts. You will receive an automatic dispatch notification of each back-ordered item when it is dispatched.
As well, when you have ordered a set or bundle, it may happen that a part of the set has a different delivery time. The part of the set in stock will always be sent to you as the first partial delivery. > more information
Note: it is not possible to indicate a preference regarding a partial delivery.
No partial delivery and still not completely delivered?
Then please contact us immediately. Please provide us with your order number and missing items so we can check this easily.
Has the item been damaged by delivery?
Unfortunately, damage may occur during transport. Please send us a picture as evidence and a clear description of the damage or defect. We investigate each case to see what the best solution is.
Tip: always check if the items work upon arrival, and always contact us immediately if items are delivered damaged or defective.
Did the item become damaged or defective during use?
For more information on obtaining repairs, please check Warranty and Repairs.
Check the order immediately upon receipt
We recommend that you check if your order is correct and complete immediately upon delivery. Also check whether it involves a partial delivery of your order, which means that the remaining part still has to be delivered.
Wrong article delivered?
Unfortunately, it sometimes happens that the wrong article is delivered. In this case, please contact our customer service immediately.
In your Track & Trace data you can see the status of your order with the carrier. If it takes longer than usual for your order to be delivered, you should first contact the carrier and ask about the status of your order. It can happen that an order gets lost. If this is the case, please also contact us. An investigation will be started, and you can then indicate whether you want to continue waiting for the order or cancel it. If you cancel, we will refund your money within 14 days.
Note: starting an investigation with the carrier may take several business days. We kindly ask you to be patient during this period. We will contact you as soon as additional information is available.
If you have not received an order confirmation within 2 working days after paying your order, this probably means that the payment has not been made or has failed. In this case, please check whether money has been debited from your bank account.
Tip: did you also check your SPAM mail folder? It sometimes happens that order confirmations end up in the wrong folder.
No money has been debited from my bank account
If no money has been debited from your bank account, please place a new order and try the payment again.
Payment has been debited from my account
If money has been debited from your account, and you have not received an order confirmation within 2 working days, please contact our customer service.
Right of withdrawal, how does it work?
Only for private customers.
The right of withdrawal applies only to private consumers as it is part of the consumer legislation. Purchases with the intention of being used for business purposes are excluded from the right of withdrawal.
As a private customer, you have the right to use the right of withdrawal and to cancel your order within 14 days after receipt of your complete order without giving any reason. After you have notified us of your withdrawal, you have 14 days to return your order at your own expense.
Note:
- The shipping costs for the return in case of a withdrawal are at your own expense.
- In case of damage, we charge a minimum of 30% of the purchase price of the article (excluding VAT). Regardless of the degree of damage.
Procedure for withdrawal:
1. You have 14 days (after receiving the complete order) to report the withdrawal to us verbally or in writing. This can be done via the contact form on our customer service page. You can use the model withdrawal form.
2. After reporting the revocation, you have 14 days to return the order to us.
3. The shipping costs for returning the order are covered by you, and you are responsible for the successful return of your order.
4. Once we receive the order back, we will inspect the items for signs of use/damage. If there are damages / signs of use found, these costs are equal to 30% of the purchase price of the item (excluding VAT) deducted from the amount to be refunded. Within 14 days you will be refunded the remaining amount including any shipping costs incurred in connection with your order.
To exercise the right of withdrawal, the consumer must inform the seller (Toolnation, Aziëlaan 8, 6199AG Maastricht-Airport (NL), info@toolnation.eu, (+31) 85 237 15 03 (customer service)) via an explicit statement of the decision to withdraw. The consumer can make use of the model withdrawal form, the consumer is not obliged to do so.
- Model withdrawal form
(complete and return this form only if you wish to revoke the contract)
To: Handelsonderneming Dirks B.V. (Toolnation)
(Return) address Toolnation distribution center: Aziëlaan 8, 6199AG Maastricht Airport
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) agreement concerning
the sale of the following goods revoke/ revoked (*): [Product + item number]*.
Ordered on (*)/ received on(*)
[Date]
[Name(s) consumer(s)(*)]
[Address of consumer(s)]
(*) Delete what does not apply.
More information about > Orders
Maybe your neighbors have accepted your order? The delivery driver usually leaves a message when delivery was unsuccessful or your order was delivered to another address or pickup point. If this is not the case, please contact us.
We no longer send paper packing slips with shipments from our new warehouse.
When your order is shipped by us, an automatic email is sent with a summary of the delivery you can expect. If this digital confirmation of delivery is not your entire order, you can assume that the remaining items will be delivered soon.
Information about delivery times & orders
When placing an order, always pay attention to the indicated delivery time. You will automatically receive an email from us when your order is being processed in our warehouse. When there are updates regarding your order, or when your order is transferred to one of our carriers, you will receive an automatic message from us.
You can always track your order with your Toolnation customer account. For this, you need to have placed the order with the customer account. > Login now
If your order was placed without a customer account, this is not possible. Linking an order to a customer account after it is placed is not possible.
Partial deliveries
When ordering multiple items with different delivery times, partial deliveries may occur. It is not possible to indicate a preference.
We usually do our best to optimize the ordering and shipping process to minimize partial deliveries.
Note: if you order a SET in which part of the set has a longer delivery time, the part of the set in stock will be sent to you in advance. It is not possible to indicate a preference.
Toolnation customer account
We offer you the possibility to create a Toolnation customer account. > Create a customer account
With your customer account, you can request information on your placed order(s). > log in now
These are the benefits of creating a Toolnation customer account:
- Retrieve with the account placed orders (orders of the last 12 months retrievable)
- Use the account to easily place new orders
- Speed up the payment process
- Store multiple shipping addresses
- View and track the status of an order placed with the account
Note: at this time, it is not (yet) possible to link placed orders to your customer account.