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FREQUENTLY ASKED QUESTIONS

CONTACTING
Contacting Garrett Wade

ORDERING
How to order from Garrett Wade

SHIPPING
How soon will my order be shipped?
Is my shipment protected?
When will my shipment arrive?
Domestic Shipping
International Shipping
Shipping Charges

BACKORDERING
• Out of stock items
• Shipping backordered items

PAYMENT
Payment options
Changing Prices
Payment Protection

SECURITY
Encryption

RETURNS
Domestic
International

SALES TAX
Our Policies

EMAIL UPDATES
Subscribe
Change/cancel subscription

PRIVACY POLICY
Garrett Wade Policy

ABOUT GARRETT WADE
Traveling for Tools

In order to serve you better, we’ve created this section to answer some of the most commonly asked questions you may have. Please take a moment to browse the subject headings on the left of the screen. Clicking on any of the subject headings will take you right to that section

If the answer to a question you have is not here, please email us. We’d love to hear from you.

CONTACTING

How can I contact Garrett Wade?

There are several ways to contact Garrett Wade to place orders, inquire about an existing order, or to ask technical questions.

E-mail:

mail@garrettwade.com

Regular mail:

Garrett Wade Co., Inc.
5389 East Provident Drive
Cincinnati, OH 45246

Phone:

Toll Free Phone: (800) 221-2942 (U.S. and Canada)
Toll Free Fax: (800) 566-9525
International Telephone: (513) 346-2258
International Fax: (513) 346-2257

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ORDERING

How do I order from Garrett Wade?

Great tools are our passion, but they’re not the whole story when you shop with Garrett Wade. We’re committed to providing our customers with a safe and hassle-free shopping experience, and we back every purchase with a simple and straightforward 90-day return policy. See Returning Merchandise for details. Click here

There are 3 easy ways to order:

• By Mail using check, money order, or credit card (Please do not send cash.)
• By Toll–free telephone or Fax using credit card
• Online using secure encrypted credit card payment

Any of the items you see online or in our catalog can be ordered by phone, fax, or mail. Our catalog comes with an order form. Simply print it out, fill it in, and send it as your order by fax or mail.

How do I order by mail?

Ordering by remains a reliable way to purchase from Garrett Wade. Use the order form from your catalog, fill it in, and send it as your order by fax or mail.

Garrett Wade Co., Inc.
5389 East Provident Drive
Cincinnati, OH 45246

How do I order by phone or fax?

Ordering by phone is easy, using either our print or online catalog, and may be done 365 days a year, 24 hours a day.
You can also fax your order. A fax is an efficient way to send your order (and you get to keep a copy).

Inside the U.S. and Canada
Toll Free Phone: (800) 221-2942.
Toll Free Fax: (800) 566-9525

Outside the U.S.
International orders or service
Telephone: (513) 346-2258.
Fax: (513) 346-2257.

Online Orders

Not only does Garrett Wade's website offer all of the tools in our catalog and more, but we are able to offer an even wider selection of tools and promotions online than we can in print. You may order any item shown on our web site through our secure online ordering system.

When ordering on-line, you’ll see the total of the merchandise ordered, plus estimated shipping charges and sales tax (for orders shipped to addresses in New York State & Ohio).

Additional Charges


If applicable, charges may be adjusted subsequently for:

• Sales Tax if shipped to a New York State or Ohio address
• Air Shipping Fees if air service is requested (especially for very heavy products)
• Overweight or Oversize Merchandise such as machinery or other heavy products
• International Shipping for orders outside the USA

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SHIPPING


How soon will my order be shipped?

For destinations within the U.S., we make every effort to ship your order the same day we receive it; however, orders for machinery, workbenches, and other orders that must be shipped motor freight may take a little longer to prepare.
Is my shipment protected or insured?

Yes. An overall corporate insurance policy protects all our shipments.

When will my shipment arrive?

UPS Ground delivery generally arrive within 3 to 7 business days (depending on distance from our warehouse in Ohio).
Regular shipping charges apply for ground services.

For faster service, we offer UPS 2nd Day Air and Next Day Air Service for an additional charge. (See Shipping Charges for details.)

Domestic

What is the cut-off time for "next day" and "2nd day" air shipping?

For "next day" and "2nd day" air shipments, orders must be placed by 4:30 PM Eastern. Delivery time does not include weekends.

Are there restrictions on hazardous materials?

Yes. Flammables and Hazardous materials cannot be shipped by air or overseas. This includes most of our finishing materials.

Can I choose my own shipping method?

Yes. If you have a preference on how you would like your package shipped please let us know, otherwise we will select either UPS or Parcel Post. We must have a street address for UPS service. If you use a Post Office box, we will have to ship by Parcel Post, as UPS will not deliver to a Post Office Box

Can I get shipments to Alaska, Hawaii, and U.S. possessions?

Yes. Orders to Alaska, Hawaii and other USA Possessions must generally be shipped by Parcel Post. UPS does offer air service to some of these destinations, as do other premium express services. Please inquire if you need these services.

International

What other countries do we ship to?

We will accept orders from and ship to the following countries:

Antigua and Barbuda Germany New Zealand
Argentina Greece Norway
Australia Guatemala Panama
Austria Honduras Philippines
Bahamas Hong Kong Poland
Bahrain Hungary Portugal
Belgium India Puerto Rico**
Brazil Indonesia Saudi Arabia
Canada Ireland Singapore
Chile Israel South Africa
China Italy Spain
Colombia Jamaica Sweden
Costa Rica Japan Switzerland
Czech Republic Jordan Taiwan
Denmark Korea, South Thailand
Dominica Kuwait Turkey
Dominican Republic Luxembourg United Arab Emirates
Ecuador Macau United Kingdom
Egypt Malaysia Uruguay
El Salvador Malta Venezuela
Finland Mexico Vietnam
France Netherlands  

**Note: Puerto Rico will be listed in the US state dropdown. Orders shipping to Puerto Rico will be shipped via USPS and will be charged standard US shipping rates (not international).

What if the country is not listed?
Countries that are not listed we currently do not support at this time.

Duties and Taxes
Customers will receive a price quote for shipping fees including duties and taxes during checkout. The price quote for duties and taxes is based upon the national laws of the country to which the order is shipping. All shipping fees, duties and taxes and brokerage fees will be paid at the time of order placement.

In the event that the buyer refuses delivery of the shipment, the buyer is responsible for payment of all return duties and taxes; in this case, return shipping charges will be billed to the buyer's method of payment. Shipping fees are not refundable for undeliverable shipments or refused shipments.

What are international shipping rates?
At least two shipping options will be presented during checkout so that the customer can choose which shipping method and price best meets his/her needs. Shipping rates will include duties and taxes. These rates vary based on the national laws of the country to which the order is shipping. All shipping fees will be paid at the time of order placement. The price presented is an all-in cost. There are no additional shipping charges that the customer will incur after order placement.

What carrier is used for international orders?
To offer our customers a selection of delivery methods at varying costs, we offer international rates from three carriers:
• DHL Express
• DHL Global Mail (for Canadian shipments only)
• UPS Worldwide Saver

What is the delivery time for international orders?
• DHL Express – delivered in 3 to 5 business days
• DHL Global Mail (for Canadian shipments) – delivered in 4 to 8 business days
• UPS Worldwide Saver – delivered in 1 to 3 business days

How can you track a package:
Once an order leaves our fulfillment center, we email a shipment notification with tracking information.
• For orders shipping in the US: To obtain a delivery status, enter your tracking number at www.ups.com. Note that all US orders will be shipped via UPS (except APO/FPO). DHL is NOT an option for US customers.
International order tracking:
• For orders shipping to Canada: For Canadian orders only, track your package through www.canadapost.ca/cpotools/apps/track/business/findByRefNumber?execution=e4s1. Enter the provided tracking number into the reference number field for updated order information. You can also access this link through http://worldtrack.dhlglobalmail.com. Click "Track by Reference Number" and enter the provided tracking number.
• For all other international orders: UPS Worldwide Saver, enter the tracking number at www.ups.com.
• Shipping DHL Express: To obtain a delivery status, enter your tracking number at www.dhl.com.

Truck Shipments

Also, because of their size and weight, some orders for Machinery and Workbenches come to you by truck, with freight charges added. Charges in the 48 contiguous states of the USA should be between $110 and $275, depending on weight, distance and whether the address is a residence or in a rural area. (Note: For truck shipments we must have a daytime telephone contact number.)

SHIPPING CHARGES

What will I pay for shipping?

Different rates apply depending on delivery destination, shipment weight, and delivery speed or service. For details, see below.

Domestic

What will I pay for shipments to the U.S. and its possessions?
These are the regular shipping and handling, ground service charges to addresses within the USA and possessions. (Includes parcel insurance.)

For all orders (except for Truck Shipments), and for each separate delivery address, add to the total of goods the following shipping charges:

USA Surface Shipping Charges:

$9.95 for totals up to $20.
$10.50 for totals $20.01 to $40.
$11.95 for totals $40.01 to $60.
$14.95 for totals $60.01 to $80.
$16.95 for totals $80.01 to $100.
$17.75 for totals $100.01 to $140.
$19.50 for totals $140.01 to $170.
$21.50 for totals $170.01 to $200.
$23.95 for totals over $200.
Air Shipments

For UPS 2nd day air or air parcel post, add $19.95 to regular Shipping Charges ($36.25 for AK, HI & PR).
For UPS Next Day Air: Add $39.50 to regular shipping charges ($66.75 for AK, HI & PR)
Note: air service is the only UPS service available for AK, HI, & PR.

For "next day" and "2nd day" air shipments, orders must be placed by 4:30 PM Eastern.

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I live outside the U.S. What shipping costs will I pay?

International Shipping Fees*
We serve thousands of customers outside the USA. For International shipping, including Canada, shipping costs are billed at actual costs plus a handling fee.

Currently, international surface mail is about $19.00 for the first pound, plus about $4.00 per pound after the 1st pound.

What about customs duties and taxes?

You are responsible for any local customs duties or taxes on shipments outside the USA.

International fees may vary considerably depending on weight and destination.

Do shipping costs change?

*All Shipping and Handling Charges are subject to increases in line with UPS and Postal cost increases. Increases may occur without prior notice.

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BACKORDERS

What if the item I want is out of stock?

We try very hard to maintain stock on all our over 3,500 items at all times. But, with over 300 suppliers in a dozen countries, it is inevitable that a hiccup will happen now and then.

If we are out of stock on something you have ordered, we ask you to be patient. We won't forget you or your order, and will ship the missing item within 24 hours after we get it in our warehouse (the expected date on your order is based on the information available at order time). You can cancel a backorder at any time by notifying us by phone, mail, fax or e-mail. Note: Items on a credit card order are only charged at the time of actual shipment.

Will I be charged additional shipping for a backordered item?
Orders to USA addresses are assessed only one shipping charge per order. There is no additional shipping charge for backordered items. However, orders to destinations outside the USA will be held and shipped complete.

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PAYMENT

What Are My Payment Options?

We accept personal or business checks (U.S. funds only), Money Orders, or payment by Visa, MasterCard, Discover, American Express and Optima. Open account shipments are available to firms in the USA with an acceptable credit rating, and to recognized USA institutions.

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Do your prices change?

We make every effort to ensure that our prices stay consistent with prices shown in our on-line and print catalogs for the indicated period, but occasionally an increase is impossible to avoid. We are not responsible for inadvertent typographical errors in descriptions or prices.

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PAYMENT PROTECTION

How is my personal and financial information protected while ordering?
All information gathered on the Garrett Wade site is stored and maintained in secure facilities that limit access to authorized personnel only. Our personnel can only access the information through a series of access-control procedures. The Garrett Wade Web site is regularly tested for security breaches to ensure that all information collected is secure from unauthorized viewing.

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SSL Encryption Protocol

Our current security technology is Secured Socket Layer (SSL). The SSL protocol provides connection security that has three basic properties:
• The connection is private. Encryption is used after an initial handshake to define a secret key. Symmetric cryptography is used for data encryption (e.g., DES[DES], RC4[RC4], etc.)
• The peer's identity can be authenticated using asymmetric, or public key, cryptography (e.g., RSA[RSA], DSS[DSS], etc.).
• The connection is reliable. Message transport includes a message integrity check using a keyed MAC. Secure hash functions (e.g., SHA, MD5, etc.) are used for MAC computations.

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RETURNS

What if I need to return a purchase?

Our return policy is simple. You may return items purchased from Garrett Wade, within 90 days of the date they were ordered for either exchange or refund. That’s all.
We do ask that you return them in the original packaging if possible. Refunds, if requested, will be paid in the same fashion as your original payment. Please follow the instructions below.

Within the U.S.:

A prepaid merchandise return label is included with your purchase. If you use this label when returning merchandise, you will not have to pay for postage to Garrett Wade. Please let us know if you need additional merchandise return labels.

For fastest return service, please fill out the form on the back of your packing list and include it with any items you wish to return. If you need to return large items like workbenches or machinery, please contact us first so that we can help arrange convenient transportation.

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Outside the U.S.:

If you wish to return a product you have purchased from us, please contact us first for detailed instructions.

When returning products, please give us your order number and the full name and address of the person originally placing the order, plus your instructions. Also we appreciate knowing why you are returning the item, so we can maintain the quality standards and service we are known for.

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SALES TAX

Do you charge sales tax?

We are obligated by law to collect sales tax on orders that are shipped to addresses within New York State and Ohio. Sales tax is assessed on the total of the order including shipping charges.

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EMAIL UPDATES

How can I get email updates from Garrett Wade?

Whenever you visit us online to create an account with Garrett Wade, or contact us to request a free catalog, you’ll have the option of signing up to receive email updates and offers. You can also opt-out from receiving Garrett Wade email by clicking here.

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How can I change my email subscription status?

At the time that you register or make a purchase, you will be given an opportunity to opt out of this service. If you do not initially choose to opt out, you may still block future email of this type, simply by following the instructions at the bottom of the email. Separately, we send email to keep you informed about the status of your orders. These messages cannot be blocked as they are specific to an order you placed.


PRIVACY POLICY

What is Garrett Wade’s privacy policy?

Garrett Wade respects your privacy. Our guidelines for protecting the information you provide us during your visit to our Web site appear below.

Privacy Statement

We have designed garrettwade.com so that no personal identifying information is displayed online or is accessible to the general public. You can browse the Garrett Wade web site without telling us who you are or revealing any information about yourself. To obtain access to special site features including order history and saved shopping carts, we ask that you register on our site.

Use of Data

For ordering and operations purposes, we collect only the following information about our users: name, account number (if applicable), school or business name (if applicable), street address, state, zip code, phone number, country, and email address. For promotions we collect other information to help us track the success of the promotion (e.g., how you learned about the offer). We use the name and email address to manage registrations. We do not sell that information to any third party. We do not reveal your email address or other personal information, except to complete transactions. If you provide your email address, we give you the option of receiving promotional email from Garrett Wade. We will not send email unless you indicate that you want us to, and you may change this option whenever you like simple follow up the opt out procedure at the end of any email we’ve sent you. We do not rent our e-mail names.

Any information you provide to us is treated with care and with your security in mind. Secure transmission methods are used when you provide personal information. We do not store credit card information on our website longer than is absolutely necessary. This is why we must ask you to enter your credit card number again each time you purchase.

Garrett Wade is a mail order company. From time to time we exchange mailing lists with other carefully screened and reputable, mail order companies or publishing companies that have products, magazines or books that may interest our customers. If you do not wish to receive catalogs or offers from other companies, please call 800-221-2942 or e-mail: mail@garrettwade.com. We will be happy to accommodate your wishes. You may also contact us by mail or fax at the addresses shown on this page.

We do use a third-party services to serve ads on our behalf across the Internet. They may collect anonymous information about your visits however no personally identifiable information is collected or used in this process. They do not know the name, phone number, address, email address, or any personally identifying information about a user. You can read more about our online marketing practices and the technologies that support them by visiting the Network Advertising Initiative’s website by clicking here. This link also gives you the option to opt-out of our target advertising program.

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ABOUT GARRETT WADE

Do you really travel the world looking for tools?

We really do. Call us obsessed, but we believe that the quest for the perfect tool means looking everywhere, from around the globe to right here in our own back yards. We also believe that the difference between a new design and a classic design is not as important as the difference between bad and good design. We’ve found that quality craftsmanship, no matter when or where it’s made, is timeless.

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5389 E. Provident Drive, Cincinnati OH 45246
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