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Customer Service

WORLDWIDE. WORLD-CLASS.

Please use the following links to find important customer service information.

Customer Service Contact Information

Please address any questions you may have to our Customer Service Team at 1-877-WAL-TOOL (1-877-925-8665), Monday through Friday from 8:00a.m. to 5p.m. Pacific Standard Time. You may also send an email to support@walltools.com. View our Contact Page for more ways to keep in touch.

 

Shipping & Delivery

Wall Tools ships to dozens of territories, colonies and countries around the World. From our centrally located U.S. distribution center we are able to offer fast and cost-effective shipping. Most orders ship same-day, or next business day. Wall Tools can deliver to 90% of the United States in just 3 Days using FedEx Ground. Most orders over $999 shipped within the contiguous United States qualify for Free Ground shipping. However, certain items (typically deeply discounted sale items and heavy items) do not qualify for free shipping.  Of course, Wall Tools also offers Air shipping service to Hawaii, Alaska and most every country around the World. We have a great customer base thoughout Canada, United Kingdom, and abroad. International packages should arrive within just a few days whether going ground or air (5 to 7 via Ground if available, or 1,2, or 3 via Air). Please review our Shipping Page for more details.

Wall Tools Shipping Details

 

Canadian Shipments

If you are planning to ship to Canada, click the banner below for full details on our estimates on landed costs, taxes and brokerage.

Canada Shipping Details

 

Returns & Exchanges

Something is missing. What do I do?
We do our best to ship all orders complete, and accurately. Make sure you have thoroughly checked through all packaging material for the missing item. Leave no bubble wrap unturned! If you are missing something, first check the packing list for backordered items. If the item is listed on the packing list and not in the shipment Wall Tools only has 48 hours to put in a claim with our shipping carriers. Please call our Customer Service Team at 1-877-925-8665 immediately. If you do not contact us within 48 hours after receiving your package(s) there isn't much we can do. We really want to help! Be sure to contact us right away.

Something is damaged. What do I do?
If your shipment is noticeably damaged when it arrives be sure to file a damage claim with your delivery driver on the spot. Don't let the driver leave until this is complete. Wall Tools only has 48 hours to request reimbursement of fees on damaged shipments. Call us within 48 hours and we will be happy to help. After that, there isn't much we can do. Wall Tools does our absolute best to package all shipments safely and securely to avoid damage. Wall Tools shipments are packed to exacting standards and often exceed the safety requirements of our shipping carriers. The 48 hour window of opportunity is very crucial. Please call our Customer Service Team at 1-877-925-8665 immediately to see how we can help resolve your issue.

I want to return this item... It's not what I ordered.
If-and-when, Wall Tools makes a mistake and ships you the wrong item (which does not happen often) we rectify the situation right away. We will send the carrier back to your location at your earliest convenience (usually next business day.) The deliver driver will come equipt with a return label that you will need to affix to your return package. Unless otherwise noted, Wall Tools will ship the correct item using the same method of shipment that you originally selected at the time of order. If you need the item faster, please let us know. 1-877-925-8665

I not happy with the item... I want to return it.
We apologize for your dissatisfaction and aim to leave you 100% satisfied. We strive to be a "white-glove" service company and to eliminate returns by providing better product information, offering higher quality tools, and educating our Sales Team and Customers on the products. If you are not happy, we are not happy. Wall Tools will return any unused item without penalty within 30 days. If you have used the item and have decided that it doesn't meet your standards, doesn't do what it was advertised to do, or you simply do not like it... we are here to help. Make sure to contact us within 30 days of the original purchase. After 30 days we do not accept returns unless the problem is warranty related. In some case we will not be able to return the product at all, regardless of when you purchased it - see Sorry no returns.

How do I return an item?
This part is very important. You must contact our Customer Service Team at 1-877-925-8665 between the hours of 8a.m. and 5p.m.Pacific to request a Return Merchandise Authorization Number (RMA Number). Items cannot be returned without an Authorized Wall Tools issued RMA Number. You may also request an RMA Number when logged into your account (another reason to register versus shopping as a guest).  Again, if you need any help whatsoever, please contact us by telephone.

Note: Returns will not be accepted without a Return Merchandise Authorization Number supplied by Wall Tools Customer Service.
Item/s must be returned in its original packaging and include all of the following: Original documentation/paperwork, manuals, DVD's, accessories, and all FREE ITEMS that were part of the original purchase. In addition, the item must be in its original form, no alterations in its appearance, and in brand new unused condition. You will have to pay all shipping charges to return the goods to us at: WALL TOOLS LLC, 1912 W KENOSHA ST, BROKEN ARROW, OK 74012.

COD or Freight Collect packages will NOT be accepted. Returns will be processed within five (5) business days after we have received the return package. If the items are not in good, clean, working condition or the conditions for return have not been met we will not be able to issue credit or exchange. The item may be returned to you at your request and at your expense. 

Once I return an item, how long will it take to get my replacement or exchange?
Once we receive your return and have inspected the returned goods, we waste no time getting your replacement shipped out. Shipping costs will be charged on all exchanged items, whether or not the original shipment was eligible for free shipping. Returns and exchanges are given high priority to ensure you get what you want as soon as possible

Once I return an item, how long will it take to get my refund or credit?
Refunds will generally be issued in the same form of payment in which you paid for the original order. Credit card payments will be issued a credit back to the original credit card number. Other forms of payment will be refunded by a company check issued to the original purchaser and returned to the same address listed on the invoice. Please note that even if the original shipment was sent via our Free Ground promotion, Wall Tools will calculate and deduct the actual shipping costs of the returned item(s) from your refund or credit. For example, if you bought a pair of Stilts for $200 during a Free Shipping promotion, and the shipping actually cost Wall Tools $15, we would refund you $185, plus any taxes.  

Sorry, No Returns Allowed Under These Conditions.
Select closeout, discontinued, refurbished, specialty and/or special order items may not eligible for return. Used Power Tools and/or electrical powered equipment cannot be returned. A warranty may still apply when applicable and repair or replacement will be determined by the warranty conditions, or at our sole discretion.

 

Orders & Ordering

Orders
What makes Wall Tools such a great tool for drywallers is the My Account section of the site. Viewing past Orders is easy. Simply log in to your account, and click on My Orders, or review orders on the main screen. You can see all of your order history, print copies of invoices, and even reorder based on a past invoice. If your order has been shipped, you will see the status, and a link titled Track your order. You can even subscribe to Order Status via an RSS Feed that will automatically update your email program, or Feed viewer.

Ordering
You can place your order securely over the web 24/7. Our Customer Service Team is here to take your calls Monday through Friday from 8a.m. to 5p.m. Pacific. If you wish to call after hours and leave us a message, we will call you promptly on our return. When placing an order over the web, by telephone, or in our store, we will ask for the following information: Your Name, Company Name, Shipping and Billing Address, Telephone Number, Fax, Email Address, and Credit Card Information. You will also be asked to agree to the Wall Tools Terms of Service.

We accept all major credit cards!  We support Google Checkout

 

Payment, Pricing & Promotions

All prices are listed in U.S. dollars. Transactions are also processed in U.S. dollars. We gladly accept the following payment methods: Visa, Master Card, Discover, American Express, and Google Checkout. Credit Cards are securely processed through Authorize.net, one of the most secure, trusted and leading payment gateways in the World. Payments by credit card are authorized real-time, and the funds are captured immediately. Paying by credit card whether over the web, or by telephone is a very secure process with Wall Tools. If you are currently purchasing on a Net 15 or Net 30 account from one of our competitors, please contact us.

One of our Account Managers would be happy to discuss our programs with you in detail. All prices are subject to change. Wall Tools will not be held liable to errors or omissions in pricing of products, or estimating of shipping. We do our best to make sure that all content on our website, including pricing and shipping, is accurate. If you find an error, please contact us.

 

My Account

Updating your account information is easy. Simply log in to your account, and click Account Information. Here you can change your name, email address, and Change your Password. Click on the Address Book link to add a new address, change your billing address, or change your shipping address. Please make sure that the billing address matches the address of where you receive your credit card bill, or the address the credit card issuing bank has on file.

 

Privacy & Security

Your Privacy and Security are paramount at Wall Tools. We have taken every precaution to make sure your safety is a top priority. We are different than our competitors when it comes to technology, and internet security. E-commerce isn't just one of those things we decided would be a good idea. We aren't one of those bricks and mortar stores that had a buddy build them a website, we're not working out of our garage, or other things that could put your secure data at risk. WallTools.com runs our website on a Dedicated Server, at a World-Class Data Facility, that runs 24/7. Our site is managed by a team of dedicated IT professionals that keep up on the latest security best practices, and procedures. Your private data is secured by 128bit encryption and a private secure socket layer (SSL) certificate. You will notice that certain pages will change to an https:// address, rather than an http:// address.

This is not always the case with our competitors. The "https" represents security present. These secure pages will often show a lock symbol in the browser window. Once you click the "Proceed to Checkout" button in the shopping cart, all pages are secure. It's good to note that not all pages of a website need SSL security, and if SSL was added to every page it would dramatically slow down the site performance. Therefore, Wall Tools always and only secures the transport of your personal data. The login and registration pages are also secure to ensure your information is kept safe and private. In addition, the private information in your My Account section is protected by the maximum security allowed by law.

Read more - Privacy Statement & Terms of Service.

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