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eMail: sales@toolnation.org.uk
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Frequently Asked Questions

How can I contact Tool Nation?
How do I know that my order has been placed?
Who do I contact if I need more information before I place an order?
How much does delivery cost?
Can you give me a quote?
Can you send me a catalogue?
What is your policy on damaged items?
I have received the wrong item(s), what should I do?
I don't live on the UK mainland, is there an additional carriage charge?
Do you have any branches/shops in [insert location]?
I still haven't received my items, what should I do?
Can I pay by Cheque?
How will I know if the item I ordered is in stock?
How do I know that my credit card details are secure?
How quickly will my items be despatched?
Can I have my items delivered to an address other than my home address?
What happens if my order does not arrive?
Losses, Shortages, Damages


How can I contact Tool Nation?
You can contact us by email, phone, fax or snail mail, or by using our online contact form. Please see our Contact Page for further details.

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How do I know that my order has been placed?
If you have an order number then we have received your order. We will confirm your order by email within 24 hours of it being placed. If you do not receive this confirmation please see our Contact Page

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Who do I contact if I need more information before I place an order?
Our dedicated customer service team will be happy to help you with any query that you may have. You can get in touch with us by email, phone, fax, or snail mail. Just visit our Contact Page for more information.

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How much does delivery cost?
The postage price advertised is for UK ONLY.

Overseas deliveries, including Isle of Wight, are calculated according to weight and destination. You would be advised to Contact Us prior to ordering if this is the case.

PLEASE NOTE Surcharges will apply to the following Postcodes/ Addresses:
FK17 - FK22, G83, IV, KW, PA20 – 48, PA60 – 78, KA27, KA28, PH18 – 44, ZE1-3, AB10-56, BT, JE, GY, IM, TR21-25

Please see our Delivery Information Page for further details.

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Can you give me a quote?
You can obtain all our prices from the website.

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Can you send me a catalogue?
Unfortunately we do not currently offer a brochure or catalogue, but all our products and prices are available on our easy-to-use website.

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What is your policy on damaged items?
When taking delivery of your items please check the packages carefully before signing for them. If the contents cannot be checked please write 'Unchecked' on the courier's document. it is important that the items are checked carefully and that any damages are reported to us within 3 days of receipt, otherwise a claim cannot be made.

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I have received the wrong item(s), what should I do?
If you have received the wrong size items, call us or email us and we can arrange for them to be collected. Once we have examined the items, we will then despatch your new correct size items.

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I don't live on the UK mainland, is there an additional carriage charge?
Overseas carriage charges are calculated according to weight and destination. Please contact us before making a purchase.

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Do you have any branches/shops in [insert location]?
We are solely an ecommerce-based business and do not have any traditional branches/shops.

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I still haven't received my items, what should I do?
If you have not received your items within the stated delivery period, please contact us.

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Can I pay by Cheque?
Yes! Just proceed to the checkout as normal, then click on the 'Pay by Cheque' button. Please make cheques payable to PF Trade Limited and write your name and order number on the back.

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How will I know if the item I ordered is in stock?
We will confirm your order by email within 24 hours of receiving it. In the event that an ordered item is out of stock, we will notify you by phone or email as soon as possible and give you an estimated delivery time for your order. If the new estimated delivery date does not meet your expectations then you are free to change or cancel your order.

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How do I know that my credit card details are secure?
To process your online card payments we use Streamline, part of the Worldpay group. They use the latest encryption technology to ensure that your card details are secure. We know of no documented cases of credit card fraud using our shopping system over the Internet. All credit card numbers are encrypted in the software when the order is placed using the highest level of encryption. They are only decrypted after they reach the Secure HTTPS, (SSL) Worldpay systems. They are not held in clear text on any web site.


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How quickly will my items be despatched?
We will make every effort to despatch your order for delivery within the estimated time given on the products details page. We cannot give you a specific delivery day or time. Delivery usually takes 1-2 days from the date of despatch. If you have not received your item within 7 days of the estimated despatch date, please contact us so we can investigate further. Please see our Contact Page for further details.

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Can I have my items delivered to an address other than my home address?
Yes! We are happy to arrange for deliveries to be made to a work address or neighbour's address but please be aware that most items we despatch will require a signature upon delivery. Please ensure that you have indicated a different delivery address when you place your order.

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What happens if my order does not arrive?
In the unlikely event that your order is not received within the period specified for the items you ordered, please phone us or email us and we'll investigate for you. Please see our Contact Page for further details.

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Losses, Shortages, Damages
Please note that all Losses, Shortages and Damages need to be reported to us within 3 working days. This is due to investigations into the orders with our couriers. Tool Nation requires all parcels to be signed for unless prior arrangements have been made or stated elsewhere on this site.

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