COVID PANDEMIC ORDER FULFILLMENT UPDATES
Please expect delays. Given the current pandemic, we are taking all necessary precautions to ship and have orders picked up as safely and efficiently as possible. Your patience is appreciated while we fill all orders.
Due to increased volume and safety measures, we are shipping as quickly as possible. Orders are currently shipping 2-4 business days upon receipt. If there is an issue with your order a member from our customer service team will email or call you between 24-48 business hours after your order has been placed.
Please phone in at least 30 minutes prior to the intended pick up time. We will call or email you once your order is ready for pick up. Please do not call to check in on your order. Please wait in the parking lot until you are called.
When you are called or emailed please drive up to the contactless Drive-Thru pickup window. The credit card used for the purchase and matching ID must be present in order for any order to be released at the Drive-Thru pickup window.
RETURNS, EXCHANGES, AND REPAIRS
We are currently not processing returns, exchanges or repairs due to safety measures. Please keep your product with tags still on if you would like to be considered for a return when we are able to process safely again.
We appreciate all of your patience, understanding, and business during the current situation. All the best to you and your families, stay safe.
The Festoolshop Team
We strive to fulfill your web order within 1-4 business days of receipt. Orders exceeding $149.00 within Canada (before taxes) ship for free*. All other orders are charged according to courier shipping quotes provided. You will be contacted by a member of our team in the event that your order should incur extra shipping charges.
*Oversized, overweight (greater than 40lbs) or beyond destination shipments may incur additional shipping charges. Items below 150 lbs will ship via courier. Orders exceeding 150 lbs or over-sized items will be shipped by our freight service and will incur additional shipping charges. We reserve the right to, with consent, apply shipping charges as we see fit.
Note, a signature is required upon receipt of a package.
Most orders are shipped courier via Purolator or Canada Post. Any orders exceeding 140 lbs will be shipped by truck.
When Will My Credit Card Be Charged?
A pre-authorized charge is obtained from the paying credit card at check-out. A pre-authorization reserves the funds until they are captured when your order is processed.
If an order is cancelled before it is shipped, we will void the pre-authorization. The funds will be reissued to the paying credit card. However, processing time varies depending on the card issuer - it may be several days before these funds are accessible. Please contact the card issuer to obtain the status of a cancelled pre-authorization.
Please ensure shipping addresses are complete and accurate when checking out. Buzzer codes and unit numbers must be clearly indicated. Email address and phone numbers must also be current. Our carriers are particularly adamant that all shipping details are correct. Failure to do so may result in delayed deliveries, failed deliveries or additional address correction fees.
Telephone orders are not eligible for free shipping. Shipping quotes can be obtained by a member of our customer service team.
We are able to accommodate orders, to be picked up in-store, that are placed online or by phone. We require that the paying credit card, as well as matching photo ID, are presented upon pick-up.
Unfortunately, not all orders arrive in the condition that they left our warehouse. Please contact customer service, immediately, if your order appears damaged. Do not sign for the package until we’ve been contacted. If your order has been affected by concealed damage, please contact us once the package is opened. We will require pictures and other details to ensure proper resolution.
You may return most new, unopened items within 30 days of delivery for a full refund (excluding shipping). Cutting tools, abrasives, precision products, lasers, machinery, special-ordered items or replacement parts cannot be refunded and are considered final sale, without exceptions. Items returned after 30 days can be exchanged for store credit and may incur a restocking fee.
If you wish to return an item, please email email@example.com with your order number and details about the product you would like to return. We will respond within 24-48 business hours with instructions on how to proceed. An RMA and return way-bill will be issued by our team and is required for a refund. Returns may take 3-15 business days to process.