Please refer to our guide below depending on the type of your order.
TOPICS:
Click & Collect
You can opt to have your order delivered or, if more convenient, you can choose to collect it from a store that has the required stock available (or is able to order it from a supplier).
- Click & Collect online orders are assigned to the customer's chosen Total Tools store pickup location.
- The assigned store will process the order.
- Once all the goods are ready for collection, a notification will be sent to the email address on the order confirmation email.
If there is a delay of more than 48 hours, it may be that an item has been back-ordered. It is advisable to contact the store prior to going to collect the order to ensure that it is indeed ready to be picked up.
Urgent Order
If the order is urgent, we advise contacting the store directly to be advised if the order can be processed and ready for collection. Store contact details can be found in our store locator.
Stores proactively advise delays to customers directly or to Online Support, who will then pass on the information.
3rd Party Person Pickup
At check-out, you can specify the name of a 3rd party who will be able to collect the goods on your behalf. They will be required to provide valid ID matching the nominated 3rd party; this will be sighted by the store and confirmed. The payment card is also required to be verified.
Requirements
Customers are required to supply or present the following upon collection
- A copy of the order confirmation email
- Present valid photographic ID (e.g. driver's licence) to confirm you can legitimately collect the order.
- Present the payment card that was used to make the purchase. The card name must match the details on the original tax invoice (order confirmation email).
- If the above procedure is not followed, the store reserves the right to not release your order to you.
In accordance with our terms and conditions, orders for collection at a Total Tools Store must be collected within 21 days of the customer receiving the email that the order is available for collection. If the order is not collected within this time, Total Tools has the right to allocate those goods to another customer.
Delayed Processing
If you do not receive a ready-for-collection notification email after the above eta, please contact Online Support.
Suggested Article: How can I contact Online Support?
Delivery
Online orders are automatically assigned to the closest store with stock. We aim to process your order within 48 hours. However, please note that delays may occasionally occur due to unforeseen circumstances. Rest assured, we're doing our best to get your order to you as quickly as possible.
In the unusual event of a delay in the dispatch of your order, you will be contacted at the earliest opportunity by the assigned store.
Locating your order
By logging into your account, the ability to Track Shipment is available in the Invoices section. Although the order has not been dispatched yet, you will be able to identify which store is processing the online order.
Special Order Items
Each product page shows the expected ETA of the item ordered. Special Order items usually take 5 to 14 business days before they can be dispatched. This is because the store needs to order and receive it from the supplier. Some of the supply issues are still present.
Track shipment link
You can track your order by providing the email address which made the online order, along with the online order ID, and you will be presented with the latest tracking information.
Alternatively, you can log in to your account; in the Orders & Invoices section, you can track your shipment. If the order has not yet been shipped, the Track Shipment will be unavailable.
When should I receive update notifications?
You will receive an email and SMS notification at every stage of processing (once booked/ready for collection).
- Delivery Booking Notification - it will include the tracking details so you can track the delivery
- Pick Up Notification - when the courier collects the parcel from the store
- On Board for Delivery Notification
Estimated Time of Arrival for online orders
We aim to despatch all orders within 1-2 business days. In the unusual event of a delay to the despatch of your order, you will be contacted by the store processing your order at the earliest opportunity. Once the order has been despatched, the estimated delivery time is as follows:
- Metro (Excludes Hobart Metro) 1-2 business days
- Hobart Metro 3-4 business days
- Regional Areas 3-4 business days
- Remote Areas 6-9 business days
Please note that these delivery timeframes are estimates and are not guaranteed.
Delayed Processing
If you do not receive a shipment notification email after 2 working days, please contact Online Support.
Suggested Article: How can I contact Online Support?
Trade Account Order
Please check our Trade Rewards article for further information about the type of Trade Account you have.
Depending on the type, please refer to the following:
Trade Rewards - You may access your invoice online by logging in to our website or through the Total Tools Insider App.
Store Account - Similar to In-Store orders, please contact the store you placed the order with. Their contact details can be found here.
National Commercial Account - You may send an email to receiveable.commercial@totaltools.com.au.