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Frequently Asked Questions

Answers on ordering, payment, shipping, returns, warranty, and support — each pointing to the full policy that governs your order.

Guest Checkout Supported
Handling Time 1–3 Business Days
Return Window 90 Calendar Days
Support [email protected]

Ordering and Account

4 Questions

No. Guest Checkout is supported. You are not required to create an account to place a standard retail order. Read the Payment & Billing Terms for checkout and billing details.

Yes. After successful checkout, an order confirmation is sent to the email address you provided. Keep this email because it may be needed for support, returns, or warranty requests. If you need help, use the Contact Us page.

Contact support as soon as possible. Changes or cancellations may be possible before shipment, but they may not be possible after the order has entered fulfillment or carrier handoff. See the Terms of Service for order terms.

Bulk, wholesale, fleet, and project purchases are handled through the quote request process, not standard retail checkout. Use the B2B Bulk Pricing page for those requests.

Payment and Billing

4 Questions

Available payment methods are shown at checkout. PayPal and major credit or debit cards are supported when those options are displayed by the active checkout gateway. Read the Payment & Billing Terms for details.

Prices are displayed and charged in USD unless another currency is explicitly shown at checkout. Currency and billing details are covered in the Payment & Billing Terms.

Yes. The checkout page shows the product price, discounts, and shipping charges before you confirm payment. If any tax or duty amount is shown at checkout, review it carefully before payment. See the Payment & Billing Terms.

Approved refunds are returned to the original payment method used for the order. Posting time depends on your bank, card issuer, PayPal, or payment provider. Read the Return & Refund Policy for refund timing.

Shipping and Delivery

6 Questions

Total delivery time includes handling time plus transit time. Standard handling time is 1–3 business days. Transit time depends on the shipping method shown for the product, cart, or checkout. See the Shipping Policy.

The order cutoff time is 14:00 CST (UTC+8). Orders placed after the cutoff time may be processed on the next business day. Handling rules are listed in the Shipping Policy.

Eligible retail orders with a product subtotal of USD 59 or more qualify for no-cost standard shipping where the checkout shows that option. Product exclusions, destination limits, and freight requirements may apply. See the Shipping Policy.

Yes. Oversized, heavy, special-order, or sea freight products may use different shipping methods and longer transit windows. The product page, cart, or checkout should show the applicable shipping requirement before payment. See the Shipping Policy.

Tracking information usually becomes active within 24–72 hours after shipment. Carrier scans may appear later for some international or regional routes. Use the Track Your Order page for tracking help.

Yes. Some orders may ship in separate parcels because of inventory, product size, warehouse routing, or shipping method. You may receive more than one tracking number. Split-shipment details are covered in the Shipping Policy.

Duties, Taxes, and Customs

3 Questions

Import duties, VAT, customs clearance fees, brokerage fees, or similar charges may be the buyer’s responsibility unless they are explicitly shown and collected at checkout. See the Shipping Policy.

No. If duties or import charges are collected by AUTOOL, they will be shown before payment. If not collected at checkout, customs, the carrier, or a broker may charge them separately. Read the Shipping Policy.

If a package is returned because of refused delivery or unpaid import charges, the customer may be responsible for the actual costs that result. Delivery issue rules are listed in the Shipping Policy.

Returns and Refunds

6 Questions

Eligible return requests must be submitted within 90 calendar days from the date of delivery. Read the Return & Refund Policy.

Yes. Please contact AUTOOL support and wait for written return instructions before sending any product back. The return process is explained in the Return & Refund Policy.

Returned items need to be complete, safely packed, and include the product, accessories, manuals, packaging, and included parts where applicable. See the Return & Refund Policy for detailed condition requirements.

For approved non-defective returns, the customer pays return shipping. For defective, wrong, damaged, or materially not-as-described items, AUTOOL reviews the case and provides a reasonable solution. See the Return & Refund Policy.

No restocking fee is charged for approved returns. Return costs and refund rules are listed in the Return & Refund Policy.

After AUTOOL receives and inspects an approved return, we initiate the refund within 5 business days. Your payment provider may need an additional 5–14 business days to post the refund. Read the Return & Refund Policy.

Warranty and Product Support

5 Questions

Main units are covered by a 3-year limited warranty, and standard accessories are covered by a 1-year limited warranty, unless a clearly stated product-specific warranty term applies. See the Warranty Policy.

Check the product page, available manuals, package materials, and product support resources for model-specific setup, compatibility, and safety information. For help, use the Contact Us page.

No single tool is suitable for every vehicle, system, or use case. Review the product model, compatibility notes, voltage or operating requirements, and included accessories before purchase. Contact us through the Contact Us page if you need help checking fit.

Include your order number, product model, serial number if available, a clear description of the issue, photos or videos, and troubleshooting steps already tried. Warranty claims are handled under the Warranty Policy.

No. Please wait for written instructions from AUTOOL support before sending any product back. See the Warranty Policy for warranty claim steps.

Contact Support

CompanyShenzhen Shangjia Auto Repair Tools Co., Ltd.
Email[email protected]
Phone / WhatsApp+86 189 2647 7404
Service HoursMon–Fri, 09:00–18:00 CST (UTC+8)
Response Time24–48 business hours
TrackingTrack Your Order
Shipping PolicyHandling, transit, duties, tracking, and delivery. Return & Refund PolicyReturn window, instructions, costs, and refund timing. Payment & Billing TermsMethods, currency, checkout total, and billing support. Warranty PolicyPeriods, claim materials, exclusions, and review. Track Your OrderUse your tracking number to check carrier updates. Contact UsReach the support team directly.