Frequently Asked Questions

When will I be charged for my order?

When using a credit card or PayPal, you are charged for your order as soon as you click the Submit Order button. You also have the option of sending a check or money order, in which case we will not ship your package until the check clears or we receive the money order.

Will I be charged tax?

Within the US, Taylor Toolworks is required to collect and remit sales tax in certain states due to laws enacted by those states. Any order that has a shipping address within one of the states listed below will have sales tax applied to the purchase.

• Arizona
  
• Arkansas
  
• California
  
• Colorado
  
• Florida
  
• Georgia
  
• Hawaii
  
• Illinois
  
• Indiana
  
• Kansas
  
• Kentucky
• Maryland
  
• Massachusetts
  
• Michigan
• Minnesota
  
• Missouri
• Nebraska
• Nevada
  
• New Jersey
  
• New York
• North Carolina
  
• Ohio
  
• Pennsylvania
  
• Rhode Island
  
• South Carolina
  
• Tennessee
  
• Texas
• Utah
  
• Vermont
  
• Virginia
• Washington
  
• West Virginia
  
• Wisconsin
• Wyoming

For order shipping outside the US, duties/taxes may be applicable to your shipment if...

...you select FedEx service, duties/taxes will be collected at the time of checkout. These fees will be clearly displayed on your cart summary prior to entering your payment information.

...you select the US Postal Service as your carrier, we will not collect duties/taxes at the time of checkout. However, these fees may still apply and would be collected by the customs agency for your country, if applicable, prior to delivery.

I am tax exempt in my state, how do I update this information with Taylor Toolworks? 

Please email your Tax Exempt Certificate to support@taytools.com and we will update your account within 1 business day or, for immediate service, call us at (573) 397-6432 during regular business hours.

What is a Scratch & Dent product? 

These products are one-offs, samples, demos, returns, open box goods, or products with small cosmetic issues all being sold at steep discounts. The minor defects will in no way impact the performance of the tool. If there is a defect, parts missing, product is used, etc., this information will be added in the product details. 

Can I return a Scratch & Dent product? 

All Scratch & Dent sales are final, excluding defects or missing parts.

Why can't I select certain products? 

If you are unable to choose a specific variation of a product, we are currently sold out of that item. 

Why do you need my email?

We ask for your email address in order to send you a confirmation and order summary, as well as shipping information and updates. We also use this as the primary form of contact if there are any issues with your order. We do not sell any of your information and will only use your email to send you order updates. If you do not sign up for our email list, we will not send you promotional emails. 

Can I place an order over the phone using my PayPal Account?

No, you must use a credit card, money order, or check when placing orders over the phone.

My card was declined, why was the money taken out of my account?

When your card is declined in our system, it creates a pending charge to your account. We are not holding the funds nor has your order been placed. Generally, it takes 2-3 business days for the pending charge to be automatically dropped from your account. 

Is my transaction secure?

Yes. We use an SSL Certificate from DigiCert Inc. with 256-bit encryption to keep your information secure. All transactions are handled by our payment processor Braintree and protected by SSL encryption. 

How is my credit card data protected if I store it with Taylor Toolworks?

If you choose to store credit card data within our system, we only store the token that is randomly assigned by the credit card processor. This token is a number that can only be used between Taylor Toolworks and the processor and reduces the risk of credit card fraud. 

Can I track my order?

Yes. You can view your order here. We will provide you with an order status if your item hasn't shipped or a tracking number if it has been shipped. 

How do I change my order?

You will need to call us immediately at 573-397-6432, submit the online Order Change/Request form, or send an email to info@taytools.com to change your order. If the order has been shipped, we cannot make any changes to your order. If you need to change your shipping address and your order has been shipped, you may be subject to additional shipping fees. 

How much does shipping cost?

If your order is over $55 and shipping within the contiguous United States, then shipping is FREE. If it is less than $55, you will be charged $7.95 for shipping. Orders to Alaska/Hawaii/APO/US Territories may incur extra shipping costs. For costs associated with orders shipping to an international address, we recommend adding items to your cart and proceeding to checkout to see available shipping options and their costs. Learn more about Taylor Toolworks' shipping.

How long does shipping take?

Generally, orders ship out within 1-2 business days, unless otherwise notified at checkout. Within the US, shipments should deliver within 1-6 business days after it leaves our facility. If an item you have ordered is on backorder, you will be notified during checkout and by email.  

How do we ship your orders? 

Most orders inside the continental Unites States are shipped via UPS (or the UPS SurePost service), FedEX (or FedEx SmartPost services), DHL, or the United States Postal Service. Alaska/Hawaii/APO/US Territories orders are shipped using the United States Postal Service. Additional charges may apply to Alaska/Hawaii/APO/US Territories shipments. Learn more about Taylor Toolworks' shipping. International orders can generally be shipped with either FedEx or the US Postal Service, the available shipping options for your shipment will be displayed on the final page of checkout. 

Why can I not upgrade shipping? 

If you are unable to upgrade shipping during checkout, we may be currently sold out of one or more of the items on your order, in which case we are unable to upgrade shipping. In this instance, your order will ship out in 2-6 business days. Other circumstances -- like an unrecognized address or special shipping requirements for the item you are purchasing -- may also limit your upgraded shipping options. In cases like this, it's best to contact a customer service representative for additional information.

Can you use my UPS/FedEx account instead of charging me shipping?

No, all shipping costs must be paid directly to Taylor Toolworks. 

Do I have to pay return shipping if I do not want the item?

For a limited time, Taylor Toolworks will waive return shipping fees if you choose to have your refund issued as a Taylor Toolworks e-gift card. If you do not want your refund credited to a Taylor Toolworks e-gift card, then you are responsible for the shipping cost for packages coming back to Taylor Toolworks. You may choose any carrier and we would recommend insuring your package. Taylor Toolworks UPS return shipping labels are available for $7.95 for orders shipping in the contiguous 48 states. Download your label. We currently do not provide return labels for returns outside the US. (Note: Oversize and overweight items do not qualify for the flat rate $7.95 return label.) 

How do I pay for the UPS return shipping label?

You can use our return label free of charge if you choose to have your refund credited to a Taylor Toolworks e-gift card. If you do not want your refund on a Taylor Toolworks e-gift card, once we receive your returned package, we will deduct the shipping fee from the total refund. You do not pay the carrier if you are using our shipping label. 

How long does the return process take?

Once we receive your returned shipment, it is processed within 1-3 business days. If you are expecting a refund, please allow 3-5 business days for the credit to post to your account. If you chose to receive your refund in the form of a Taylor Toolworks e-gift card, your e-gift card will be emailed within 24 hours of processing your return. 

Can I return an item if tags are not attached of if it's not in its original packaging? 

Yes, but the item is subject to a restocking fee of 10-20%. If the item is not in re-sellable condition (washed, worn, etc.) it will be returned to you at your expense. Read Taylor Toolworks' Return Policy.

What do I do if I receive a defective item?

To report defective items, you must contact a Taylor Toolworks customer service representative by phone or email. Defective claims are handled on a case by case basis and will be addressed carefully by our customer service team.  

What does "backorder" mean and what happens if I order an item listed as "backordered"?

When an item is on backorder, we do not currently have inventory of that item, but we have an expected date for when more will arrive from the manufacturer. By placing an order for a backordered item, you'll be first in line to receive the product when it becomes available. Backordered items will ship to you as soon as the inventory arrives to us. If you have multiple items on the order, then we will follow up with an email within 2-3 business days after the order is placed. The email will provide information on how your order will be processed, whether you should expect multiple shipments, and when we anticipate those shipments to be processed. Backorder dates are subject to change and we will do our best to keep you informed of any changes for your order. For more information about your order or an item listed as backordered, we encourage you to contact a Taylor Toolworks customer service representative by phone or email. 

Why should I create an account?

Creating an account allows you to securely store multiple payment options and save shipping and billing addresses. This will expedite future orders by pre-populating this information every time you check out with us. Taylor Toolworks account holders are also able to view the status of current orders, retrieve previous orders, and manage email preferences from one convenient location. 

Do you have any current promotions?

An up-to-date listing of current promotions can always be found on our deals page. 

What happens if I return an item that was part of a Gift-with-Purchase (GWP) promotion?

 If you return items that qualify you for a Gift-With-Purchase (GWP) promotion, then you must also return the free gift. If you choose to keep the GWP, we will charge you for the listed value of the item when processing your return. 

Do you offer discounts for bulk orders?

Yes, we offer discounted pricing for orders over $500. Contact a customer service representative at support@taytools.com and we'll get your order started.  

Do you ship internationally?

Yes, we do! We ship to the following countries:

Determining Rates & Carriers:

To determine your shipping options and rates, please add items to your cart and continue to check out. Please enter your shipping address and be sure to check the box above the address line for "International" to be able to select your appropriate country. Click "continue" to proceed to the final page of checkout, where your shipping rates and options will be displayed.

Duties/Taxes and Service levels:

The customer is responsible for any duties/taxes/fees that may be applicable to your shipment. International shipments will see either or both of the following carriers, depending on what is available for your delivery address.

1.  FedEx International Services: If you select FedEx service, duties/taxes will be collected at the time of checkout. These fees will be clearly displayed on your cart summary prior to entering your payment information. The FedEX International Services that may be available for your shipment are:
   
   
2. FedEx International Express Economy service generally takes 2-4 business days for delivery. Remote areas may experience additional time in transit.
   
   
3. FedEx International Express Priority service generally takes 1-2 business days for delivery. Remote areas may experience additional time in transit.
   
   
4. The US Postal Service If you select the US Postal Service, we will not collect duties/taxes at the time of checkout. These fees may still apply and would be collected by the customs agency for your country, if applicable, prior to delivery. The US Postal Service option that may be available for your shipment is:
   
   
5. US Postal Service International provides delivery to most countries within 5-10 business days.

What currency are your prices listed in?

Our prices are listed in USD (United States Dollars). If you select the Canadian Flag at the banner at the top of our site, we will display our prices in estimated Canadian Dollars. Regardless of the mode you choose to browse, the transaction for your order will occur in US Dollars.