Order Processing

Orders are reviewed and prepared for shipment after payment has been successfully completed.

Processing time may vary depending on the product, warehouse availability, order size and destination. If additional information is required before shipment, we may contact you using the contact information provided with your order.

Shipping Methods

Shipping method depends on the size, weight and characteristics of the products in your order.

Smaller products may be shipped through a standard parcel carrier. Larger automotive equipment, including many vehicle lifts and workshop machines, may require freight delivery.

The available shipping method for a particular product may be shown on the product page, during checkout or communicated as part of the order fulfillment process.

Freight Delivery

Large or heavy equipment may be transported by a freight carrier. Freight delivery is different from standard parcel delivery and may require additional coordination with the recipient.

Depending on the shipment and destination, the freight carrier may contact you before delivery to arrange or confirm a delivery appointment.

Please make sure the telephone number and delivery address entered with your order are accurate and that someone is available to receive the shipment when required.

Delivery Access

Customers are responsible for confirming that the delivery location can reasonably accommodate the type and size of shipment being ordered.

Large freight shipments may require sufficient access for a commercial delivery vehicle. Restricted roads, gated properties, limited-access locations or other delivery conditions may affect how a shipment can be delivered.

If you have questions about delivery requirements for a specific product, please contact us before ordering.

Liftgate and Unloading

Freight delivery services and unloading requirements may vary by shipment. A liftgate or other delivery service is not automatically included unless it is specifically stated as part of the shipping service for the order.

Some equipment may require appropriate unloading equipment or assistance at the delivery location.

If you need clarification about the expected delivery method for a product, contact KATOOL Support before placing your order.

Shipping Charges

Shipping charges, when applicable, are determined by the product, destination and available shipping method.

KATOOL may offer free shipping on eligible products or during selected promotions. When free shipping applies, the offer will be displayed on the applicable product page, promotional material or during checkout.

Free shipping does not necessarily include optional or additional freight services unless specifically stated.

Delivery Estimates

Any shipping or delivery timeframe provided is an estimate rather than a guaranteed delivery date unless expressly stated otherwise.

Delivery times can be affected by product availability, carrier schedules, destination, weather, holidays, freight terminal conditions and other circumstances outside our direct control.

We recommend waiting until the equipment has been delivered and inspected before scheduling installers, contractors or other services that depend on its arrival.

Tracking and Shipment Updates

When tracking information is available, it may be sent to the email address or contact information associated with your order.

Freight shipments may not update in exactly the same way as standard parcel shipments. In some cases, delivery coordination is handled directly by the freight carrier.

Inspect Your Shipment

Please inspect your shipment when it arrives whenever reasonably possible, especially for large freight-delivered equipment.

Before accepting delivery, check the packaging, pallet, crate and visible product areas for signs of damage.

If visible shipping damage is present:

• Take clear photographs of the shipment and damaged areas.
• Keep the product, packaging, pallet and shipping materials.
• Note visible damage on the carrier's delivery documentation when possible.
• Contact KATOOL Support promptly with your order number and photographs.

Concealed Damage

Some shipping damage may not be visible until packaging is removed. If concealed damage is discovered after delivery, stop further installation or use when appropriate and document the condition with clear photographs.

Contact us promptly and provide your order information together with photos and a description of the issue.

Missing Items or Components

Some products may ship in multiple packages, pallets or separate components.

If you believe part of your order is missing, review the available shipment information and contact us with your order number, product model and details about the missing item.

Incorrect or Incomplete Delivery Address

Customers are responsible for providing a complete and accurate shipping address and contact information when placing an order.

If you notice an error after ordering, contact us as soon as possible. We cannot guarantee that an address can be changed after an order has entered fulfillment or been transferred to the carrier.

Additional carrier or freight charges resulting from an incorrect, incomplete or changed delivery address may be the customer's responsibility where applicable.

Order Changes and Cancellations

If you need to request a change or cancellation, contact us as soon as possible.

Once an order has been processed, prepared for freight, shipped or transferred to a carrier, we may not be able to modify or cancel it.

Orders that have already shipped may instead be subject to the terms of our Refund Policy .

Delayed Shipments

Carrier delays can occasionally occur after an order leaves the shipping location. These delays may result from transportation conditions, weather, terminal congestion, appointment scheduling or other carrier-related circumstances.

If you have a question about a shipment, contact us with your order number so we can review the available shipping information.

Refused or Missed Freight Deliveries

Freight carriers may charge additional fees for missed delivery appointments, storage, redelivery, address corrections or other special handling.

Charges resulting from a customer's inability to receive an appropriately scheduled delivery, an incorrect delivery address or an unauthorized refusal of a shipment may be the customer's responsibility where applicable.

If a shipment appears damaged, document the condition and contact us before refusing delivery whenever circumstances reasonably allow.

Installation Is Not Included

Unless expressly stated otherwise for a particular order, product delivery does not include installation, assembly, electrical work, concrete work or other professional installation services.

Always review the product documentation and installation requirements before installation or use.

Returns After Delivery

Shipping and delivery issues are separate from standard return requests.

If you would like to request a return after receiving an order, please review the eligibility requirements and instructions in our Returns & Refunds Policy .

Do not return large equipment or freight shipments without first receiving applicable return instructions.

Need Help With Shipping?

If you have a shipping question before ordering, include the product name or model and your delivery location when contacting us.

For an existing order, include your order number so we can review the available shipment information.

Contact KATOOL Support →