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Shipping Made Simple: Everything You Need to Know

From processing to delivery, here's a clear guide to our policies and how we ensure your orders arrive on time and hassle-free.

Please note: Any order discrepancies must be addressed within 14 business days.

Order Processing and Changes

We are diligently processing orders.

Requests for cancellations, order changes, or address changes must be made by calling +1 (800) 342-3876. Email requests for changes or cancellations are not accepted or guaranteed.

Additional fees may apply, and all orders are subject to a restocking fee.

Policies

Shipping from Diamond Tool Store

Same Day Shipping Cut-Off: 12 PM EST is the cut-off time for same-day shipping.

Carriers: DTS ships via UPS, US Postal Service, FedEx, and DHL. Contact us if you require a specific carrier; additional fees may apply.

Transit Times: Transit times are not guaranteed.

Expedited Services: Available (excluding chemicals). Contact us for details.

Weekend/Holiday Consideration: Keep in mind, Major US Holidays are not considered a transit day. Weekends are not considered a transit day unless a Saturday service is requested.

Refusal of Delivery: Results in additional fees for redelivery.

Factory Direct Shipments (Drop Ship)

Availability and Lead Time: Contact us to confirm availability and lead time.

Lead Time Definition: Days to process, pack, and arrange an order for shipment (excluding shipping time).

Standard Lead Times: Between 2-5 days.

Order Processing After 12 PM EST: Orders placed after 12 PM EST will be processed the following business day.

Refusal of Order: Results in additional shipping fees and/or additional days in transit.

LTL Freight

Disclosure of Residential Addresses: Must be disclosed at the time of order; additional fees may apply.

Commercial Sites Requirements: Must be commercially zoned with truck access, accessible loading dock, or forklift on-site.

Additional Fees May Apply If:

  • Address is deemed residential by the carrier.
  • Original request did not include liftgate services.
  • Redelivery is required.
  • An appointment time is requested.

If Shipment Arrives Severely Damaged or Tampered:

  • Note at the time of delivery.
  • Refuse delivery.
  • Contact us immediately.

Will Call

Availability: Select items may be available for Will Call. Contact us for details.

Requirements: Designated PU number required for Will-Call pick-ups.

Receiver Information: Accurate information must be provided at the time of order processing.

Pick-Up Release: Will-Call pick-ups released only to designated pick-up name with PU number.

Storage Fees: Failure to pick up within 3 business days of confirmed availability may result in additional storage fees.

International Order Policy

Global Shipping: DTS ships worldwide via various logistics partners.

Additional Handling for International Orders: All international orders require additional handling for accurate processing.

Shipping Terms:

  • Shipping fees are non-refundable.
  • FOB shipping. Receiver is responsible for all duties and applicable taxes.
  • LTL shipments require complete information from the customer's freight forwarder at the time of order.

Required Information for International Orders:

  • Written request for all items.
  • Verified and agreed-upon payment method (prepayment required; wire transfer may be requested).
  • If shipping to a freight forwarder: domestic delivery address, contact information, and export documents.

Important Notes:

  • DTS is not liable for inaccurate or insufficient information leading to additional shipping fees.
  • All shipping fees are FOB. DTS does not pay for customs, duties, or taxes.
  • Additional fees apply to residential/limited access addresses.

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