Before you place an order, we highly recommend carefully researching the product you’re looking to buy. If you have any questions regarding any product, please contact us! We’re more than glad to help you out with anything you have in mind – there are no bad questions! In case you have issues with an order or would like to send it in for a refund/exchange, please check out the points below.
Eligible products for refund or exchange must meet the following requirements:
- Item(s) must be in original, brand new condition and unused. For hygienic and sanitary reasons we cannot take used vaporizers and accessories back.
- Item(s) must be shipped back within 30 days of the original delivery date.
- Item(s) will not be offered returns or refunds related to taste. This is not a defect and is related to the manufacturing process and can be fixed by running up to three burn-off cycles at maximum temperature. TOOLS420 holds no responsibility related to not following this procedure. Food and medical-grade manufacturing materials in your vaporizer related to a possible burnt taste will fade over time with normal usage.
- Any glass damage must be reported within 48 hours of delivery. Please send a picture of the damaged item(s).
- Buyer must understand and agree to pay for all shipping costs associated with returning the item(s). This includes non-reimbursement of any shipping services selected at the time of purchase, which also includes the free shipping option.
- Buyer must understand and agree to a 30-50% processing fee for items that have been opened or have broken seals. Item(s) must be returned in full or will otherwise incur additional processing fees up to 50%. This includes parts and/or accessories.
- For residents in the United States, please mark the reason for shipment as “warranty” or “return” to avoid being charged any taxes, duties, or tariffs during shipment. Only ship with USPS (United States Postal Service) to avoid being charged a brokerage fee during shipment (FedEx and UPS will charge a brokerage fee). Please understand that TOOLS420 cannot reimburse any brokerage fees, taxes, duties, or tariffs and is not liable for failure to mark the reason for shipment in return.
- Products being returned must have a valid return authorization. Please contact support to receive a return authorization RMA before sending your product back to us!
- All product warranties are handled directly by the manufacturer. Visit the manufacturers’ product page and contact their support with your serial number and the proof of purchase you receive from us.
- If you have any questions about your warranty or need help with product warranties, please contact us!
Please note: For replacements on coils, screens, mouthpieces, cartridges, removable batteries, nails, atomizers, tanks and cartomizers, the Tools420 or the manufacturers must be notified within 3 days of arrival due to their limited lifespans and disposable nature.
- The wrong address entered on the order? Contact us right away and we’ll update the address! Otherwise, the courier may be unable to deliver your parcel and will be returned to us.
- In case the order is returned to sender and you would like it re-shipped, please contact us!
- If it is within 2 hours of placing your order we may be able to change the address to the correct one. Any shipping costs after the first 14 days is paid by the customer.
Missing / Damaged Items:
- Any purchases containing damaged items, or which are missing must be reported within 48 hours of delivery.
- All glass products, components and accessories are not covered under warranty unless the product arrived damaged. Please contact us and we will take care of the issue immediately.
- If you need to cancel your order for any reason, please contact us and we will try our best to accommodate your request if the order has not yet been processed.
- If the order has already been processed, you must follow the normal return procedure described above. The initial shipping fee will be deducted from the total refund.
Processing return and refund times:
- Once the returned merchandise is received it can take up to 2 weeks for refunds to be processed. Exchanges usually take 2-3 business days to ship.