Frequently Asked Questions

Shipping & Delivery

Are the products I have ordered delivered directly to my door?

Yes the products are delivered to any address in South Africa by our courier company.

What are the delivery fees?

For orders with a total value of over R1000, delivery anywhere in South Africa is free of charge. For orders below R1000 there is a flat rate of R100.00 for the delivery.

How do I track and trace my order?

Tools4wood.co.za will send you a confirmation email when your goods have been dispatched. Your tracking number will be on this email. To Track your parcel, simply log on to Tools4wood.co.za and click on the Track and Trace button. Enter your tracking number and you will find the latest information on the progress of your shipment. You can review your orders by clicking Account at the top of the screen and navigating to Orders.

Do I personally have to sign for my products?

If it is inconvenient to sign for the order yourself, please nominate someone and let us know who will be signing for your order.

What is the delivery time for my order?

Once payment has been received the products usually leave Tools4Wood after 3 working days.

Once the products leave Tools4wood.co.za, the average delivery time is 3 working days.

Products are usually delivered to your door in 6 working days. Sometimes, factors beyond our control may delay this process. You will be contacted immediately if any of these factors arise.

What happens if my shipment is lost?

Tools4wood.co.za has fully insured your products. So if they are lost during shipment, you will be sent another set of products absolutely free of charge as soon as possible.

Returns / Refunds / Cancellations

Can I return my products?

In the unlikely event that your order arrives damaged or there are parts missing, please contact us and we will be happy to replace the missing or damaged items. We will ask you to ship the damaged goods, in their original packaging, back to us as soon as is convenient. Please notify us within 7 days of receiving your order of any problems.

Do you offer refunds?

Tools4wood.co.za makes every effort to ensure your products are in working order before being dispatched to you. If you experience a problem, we will gladly replace missing or damaged products. However, we are unable to provide refunds.

An item is missing from my order, what do I do?

Please contact us within 7 days of receiving your order. The item will be replaced immediately.

Can I cancel my order?

Before the payment is made, there is no obligation to go ahead with the order. However, after payment is made, the order is binding on both parties.

Returns Policy

An item is incomplete

  • Please notify us within 30 days of receiving the order that an item is incomplete.
  • We will arrange collection of the incomplete item
  • We will arrange for a new item to be sent to you as soon as possible
  • You will not be charged any additional fees.

An item is damaged

  • Please notify us within 30 days of receiving the order that an item is damaged.
  • We will arrange collection of the damaged item
  • We will arrange for a new item to be sent to you as soon as possible
  • You will not be charged any additional fees.

An item's specification is different to the website

  • Please notify us within 30 days of receiving the order that an item’s specifications differ.
  • We will arrange collection of the incorrect item.
  • We will arrange for a new item, if available, to be sent to you as soon as possible
  • Should no equivalent item be available, we will make payment to your account
  • You will not be charged any additional fees.

The wrong item was ordered

  • Please notify us within 7 working days of receipt of the order that you would like to return an item.
  • The item will need to be returned to our offices at 7, 2nd Ave, Alberton North, Alberton, 1449 at your own expense. Alternately, we can arrange for a courier to collect the incorrect item, however this will be charged for.
  • The item must be returned in the original packaging, unopened and undamaged, with all accessories or related equipment. Damaged items, boxes or missing components will not be accepted.
  • The original invoice must be included together with the item.
  • A 10 % handling fee will be levied on all returns together with the outbound freight cost if the item was shipped for free.
  • Payment will be made within 7 working days of the product being returned to us.

Payments

What are my different payment options?

Credit Card and Electronic Funds Transfer (EFT) are accepted by Tools4wood.co.za. If however, you would like to pay using a different method, please contact us and we will try to accommodate your request.

How long does it take for my EFT payment to be authorized?

If you bank within South Africa, the EFT payments are authorized at most 48 hours after making payment. Tools4wood.co.za will advise you when the payment has been received on our side.

Do I need to send through a proof of payment?

Although not necessary to complete the order, a proof of payment will often speed up the process. Please send a copy through to [email protected] or fax to 011 907 3985 using your order number as a reference.

If a payment is not made after 7 days from the date of your order, your order will be cancelled. If you would like to reinstate your order, please contact us.

How long does it take for my Credit Card payment to be authorized?

Mygate, the internet payment gateway, normally authorizes the payment within hours. Tools4wood.co.za will advise you when the payment has been received on our side.

Imported Products

Which products are imported?

Imported products are clearly marked with a red “Imported!” flag. They are products that are specifically imported for you when you place an order.

What is the delivery time for imported products?

Imported products are usually delivered in 10-20 working days from date of cleared payment.

Are there extra costs for ordering imported products?

No, all the costs for freight, customs etc etc are included in the price of these goods. The prices are all in South African Rand and include VAT

Can I cancel my order for imported products

Prior to payment being cleared the order for imported products can be cancelled. However, once payment has cleared the order may not be cancelled as these goods cannot be returned to the overseas supplier.

I have ordered normal and imported products will I receive them together?

All your ordered products will be packaged together and dispatched to you once all have been received by us. Please note that in some cases this may mean the normal products you have ordered will be delayed pending the arrival of the imported products.

I see the price changes for imported products quite frequently. Why?

Because these products are imported from outside of South Africa, the exchange rate will affect the pricing. As the exchange rate changes, so will the pricing of the imported products.

Wood Chips

What are Wood Chips?

Wood Chips are reward points that can be redeemed as a discount against future purchases.

How do I earn Wood Chips?

Wood Chips are earned every time you place an order on Tools4Wood®. They can also be earned by reviewing a product.

Will my Wood Chips Expire?

While your account is active on Tools4Wood®, your Wood Chips will never expire.

General

How do I register and become a member of Tools4wood.co.za?

Click on Register at the top of the screen. You will be asked for your email address or username and a password. Once you have entered this information you are registered with Tools4wood.co.za and may begin shopping or posting.

How do I purchase tools from Tools4wood.co.za?

When you have found a product you would like to purchase, simply click on add to cart. This will open up your Shopping Cart. Here you can review your choices and add or remove any products. Once you are satisfied with your order, proceed to Checkout. Here you will be prompted for your contact and delivery information. Select your preferred payment option and follow the steps on screen.

I have lost my password, how do I reset it?

Click on the Login button at the top of the screen. Then click of forgot password and you will be prompted for your email address. Instructions on how to reset your password will be sent to you.

My personal details have changed. Where can I edit my details?

At any stage you can click on the Account button at the top of the screen. Here you can change your personal details and login password.

Can I copy or print the woodworking articles and DIY project plans?

Yes, absolutely. However, please do not post, publish, sell or distribute this information without written consent from Tools4wood.co.za.

I am concerned about security. What systems do you have in place to protect me?

Tools4wood.co.za has made every effort to ensure your safety while shopping online. If you are paying via credit card Mygate, the payment gateway company, runs 3D Secure which is the chosen security system of South Africa’s main banks. Please review their policy here http://www.mygate.co.za/. If you are paying via EFT, please feel free to contact us via telephone, email, facebook, twitter, or drop in to our premises. We have put all our contact, business and physical address information onto the site for your peace of mind.

Will my Email address and personal details be kept confidential?

Yes. Please review our privacy policy.

Pricing

Prices displayed on the website are subject to change without prior notice.

Product Images

Please note that all pictures shown on the website are sample pictures. The actual product may differ in appearance or colour. Please always refer to the product specifications when ordering products.