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Our Newsletter

Shipping & Returns

When can my order ship?
Orders placed by 9AM (GMT +7 - Honai, Bangkok, Jakarta) ship in 24 to 48 hours (not weekends/holidays) Estimate delivery 6 - 10 Days By AIR Freight.

Which shippers do you use?  Can I have you ship on my Fedx, UPS or DHL account?
Master Tool Store ships via UPS, Federal Express, EMS or DHL for less than 50lbs for more than 50lbs we will use EMS and our custom Shipping Company.  We not allow you to enter your Fedx, UPS or DHL account number into our shopping cart when you are checking out Because we need the coorection of your bill address for shipping to avoid fraud.

Will Call by Appointment Only. 
Most parts are not in our sales office.

 We ship to all countries For Free Shipping.                                                                                                
 We ship to and sell to customers in every country.

Quote Needed? Heavy Items, EMS Postal Service, Custom Shipping

When you need a quote for a heavy item (over 50lbs*), EMS Postal Service or custom shipping. please go back back and complete your order by following the below steps. After we get your completed order we will then quote you the shipping cost for your approval before we ship & charge your order. 

1. Search and find item you want, then click add
to cart button or buy now link.
    Then choose the shipping option on page 1 of 3 in our cart & click the green checkout button. 

2. Now you are on the Address & Payment page 2 of 3 in our cart. Go to the comments section and write in your desired shipping method or reque
st. Example: EMS Service or Our Customs Shipping Company Service, etc.. Then select payment method. We will not charge you extra cost. Do not send us Western Union money or wire us money at this point. And we will not invoice you until after you approve the shipping quote. Now complete your order by clicking the red checkout button next to the payment method you need.

3.You are finished. You will see a receipt and be on page 3 of 3 in our cart. Also a receipt will be emailed to you. After we get your order, a sales agent will contact you with your shipping cost for you to approve before we ship or charge your order. If you have questions about the above then please use the methods provided off our contact us page.

*50lbs can be actual physical weight or dimensional (dim) weight.
If an incorrect ship method/cost is chosen when ordering we will then with your approval adjust the shipping cost. We are not bound or obligated to honor shipping prices mistakenly chosen or posted to our web site.

Important Notice about free shipping items:
There are some conditions apply, including but not limited to:
1. Free shipping promotion is only for our selected items.
2. In the event of returns the items with free shipping promotion, the regular shipping cost will also be deducted from the total original purchase value.

What is your return policy?   Return Request Online Form
mastertoolstore.com will always need to get the product back via our RMA Return Material Authorization process using our online form. We will need to know the Model number of the unit and invoice number. Product sent back to us without our prior approval (i.e. without a RMA number) may be returned or refused. Please use our online return request form. Our issuing a refund in the form of either a check or a store credit is also dependent upon you following the terms and conditions outlined in our warranty, refund and returns sections.

I got the wrong model or part number and I want to return it, what do I do?  
Please let us know within 10 calendar days of receiving the product if it is the wrong product (i.e. not what you ordered). If it is new and the wrong product do not open the box since it will then not be resalable as new and we then may not take it back. If it is the wrong product, please give us the opportunity to take back the unit and replace it with the correct model. Please contact our returns department immediately via our online rma form if you get the wrong product. 

How long in days is my RMA Return Material Authorization number good for?  
It is good for 10 calendar days. Please send product back to us within 10 calendar days of when it was issued. Product that comes in after 10 calendar days may be returned and the warranty may not be honored and a new RMA may need to be issued. This is a typical condition our distributors put on us when we need to return product to them.

How quickly will my return issue be handled by Master Tool Store? 
We will process your return as quickly as we can. It could be one to several days for us to issue you a RMA number. We are some times dependent upon our distributors and suppliers to turn around your warranty claim so we in turn can issue you a RMA number. We will always do our best to expedite your warranty problems.

In some rare instances, you may need some help with a return. Don't worry! The following information will help you process your return: 
Unopened Merchandise
You may return any "unopened" products and accessories within 30 days of delivery for a full refund. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. 

Opened Merchandise
"Opened" products and accessories can be returned within 30 days of delivery*, but will be subject to a 25% restocking fee to cover testing, cleaning and repackaging expenses. Simply return the item to us, shipping prepaid & using the most convenient shipping method available to you. Some products include free shipping, so if you return one of these products our actual outbound shipping costs will be deducted from your return refund. Opened returns must be in salable condition with original materials and packaging. 

* Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations.
 If the product has been gassed or oiled, it needs to be taken to an authorized service center for repair which may be covered under warranty. 

Special Order Items
There are no returns allowed for products which have been specially ordered for you and drop shipped by the manufacturer. These items are not routinely stocked at our warehouse and therefore cannot be returned. 

Cancelled Orders
An order that has shipped cannot be cancelled. If you refuse an order, it will then fall under our standard return policy. 

Damaged Products
You must take the time to inspect the goods before you sign the delivery receipt from the carrier. If you sign the delivery receipt without inspecting the shipment you will be responsible for filing a freight claim and arranging for a repair or return of the damaged goods. Concealed damage claims must be reported immediately. 

Suspect Damage
On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is less of a hassle. 

Obvious Damage
Do not sign for damaged products. If your product arrives damaged, please (a) REFUSE DELIVERY and (b) Call Us Immediately so we can process the appropriate claims and coordinate an exchange for you. 

Defective Products 

We encourage you to test your product within 15 days of receipt so we can quickly remedy any mechanical problems. If you think your product is defective, don't worry. 

What is your refund policy if you can not repair or replace the product?
If and only if we can not repair or replace the unit and determine the product is "defective", we will issue you a refund check with no restocking fee. If we determine the product is good and is not "defective", our restock fee will apply

What is your refund policy if you ship me the wrong product?

We will replace the product with the correct model.

How quickly should I expect a refund check or a store credit?
Since we have to issue a RMA Return Material Authorization number, then get the product back from you, and then send you a check or store credit back 
by mail this process could take 1 to 2 weeks. If you need to check on the status of your refund please email info@mastertoolstore.com