Our number one goal at Tillman Tools is for you to be happy with your purchase.
Step #1: Call our Customer Care team at 909-334-4400 to request an RMA (Return Merchandise Authorization).
Step #2: Pack your item for return.
Step #3: Insure the package for your protection and return to the address provided on the RMA.Is your item missing parts?
Often, we can send a replacement part for a missing or defective item. If you have a part that is missing or defective, please call our Custom Care team at 909-334-4400 and we’ll verify if a part can be ordered and sent directly to you.
Damaged Product and Freight (LTL – less than load) Shipments
Packaging - Please retain all packaging materials until you are confident your item is in good working order. Should you need to return an item to Tillman Tools, all packaging materials including wood crates and large boxes must be included. If you have uncrated an item you will be responsible for rebuilding that crate, which might include the need to purchase and fasten new wood supports at your own expense.
Damaged Products - Please inspect your delivery prior to signing the receipt from the carrier. Inspecting your delivery should include the outside packaging AND the contents of the package, as well. Notes regarding possible damage should be written on the bill of lading prior to signing for any merchandise. If you sign for delivery without noting possible damage on the bill of lading, you will be responsible for filing a freight claim with the carrier and arranging for any repair or return of the damaged good.
Suspect Damage - On occasion, the outer carton may look damaged, but the product inside the box is perfectly fine. If you suspect concealed damage, notate "Possible Freight Damage" on the delivery receipt while the driver is present. This way, if you discover later that the product is damaged, the remedy of a freight claim is easily handled.
If after inspection you do find actual damage, please contact the Tillman Tools Custom Care team immediately by phone so we can assist with repairing or replacing your damaged item. Please note that engine powered equipment that has been gassed or oiled must be taken to a service center for assistance (additional information listed below).
Obvious Damage - If you notice obvious damage, please do not sign for the delivery and follow these steps:
Important Information about Engine Powered Equipment (Gas and Oil):
Engine powered equipment cannot be returned once it has been gassed or oiled due to federal shipping regulations. Once a product has been gassed or oiled, it needs to be taken to an authorized service center for any repair or technical assistance which may be covered under warranty. Gassed and oiled product cannot be returned to Tillman Tools for exchange, credit, or refund.
Tillman Tools is unable to arrange transportation of gassed or oiled items to or from an authorized service center. We are also unable to arrange for a technician to come to your location for service.
Cost associated with transportation to a service center, or repair work outside of what’s covered under warranty, is at the sole expense of the customer and will not be reimbursed by Tillman Tools.
Most of the items sold by Tillman Tools, LLC are covered under the manufacturer's warranty. Please contact us for warranty information regarding specific manufacturers or items. If a customer has a warranty claim, in most cases, Tillman Tools, LLC will help facilitate the warranty process to ensure a timely handling of warranty claims. Tillman Tools, LLC will issue a Return Authorization number for every return. Customers may request an RA Number by sending an email to email@example.com This email must contain proof of purchase. Returned goods will not be accepted without an RA Number. Customers are responsible for shipping both ways.
Product Information – California Proposition 65
The State of California requires that certain warnings be given concerning products which contain chemicals subject to Proposition 65. A complete list of Proposition 65 regulated chemicals is available at www.oehha.ca.gov.
Information about products subject to California Proposition 65 is as provided by our supplier. We make no warranty or representation concerning that information and will have no liability therefore. Some products sold by us contain ingredients known to the state of California to cause cancer and birth defects or other reproductive harm.
Tillman Tools, LLC shall not be liable for any delay in, or impairment of, performance resulting in whole or in part from any force majeure event, including but not limited to acts of God, labor disruptions, acts of war, acts of terrorism (whether actual or threatened), governmental decrees or controls, insurrections, epidemics, quarantines, shortages, communication or power failures, fires, accidents, explosions, inability to procure or ship product or obtain permits and licenses, inability to procure supplies or raw materials, severe weather conditions, catastrophic events, or any other circumstance or cause beyond the reasonable control of Tillman Tools, LLC in the conduct of its business.
Frequently Asked Questions:Only part of the tool needs to be replaced, do I need to send the entire item back?
In most cases yes but first contact Customer Care to find out at 909-334-4400.
I paid for additional materials for the item I purchased from Tillman Tools, will that money be refunded?
Unfortunately, we cannot reimburse customers for any costs associated with additional materials, etc., when an item is returned or exchanged.
How are refunds issued?
Refunds are issued via the method of original payment. Returns are processed within 48 hours from the time your item is received (Monday - Friday).
I purchased my item more than 30 days ago, can it be returned?
We will not honor a return outside of our 30 day no-hassle satisfaction guarantee. We strongly suggest you fully inspect and test your item upon arrival and contact us within 7 days if your item is not operating as expected.
My item is defective and it’s past the no-hassle satisfaction guarantee return window, what should I do?
We encourage you to test your product within 7 days of receipt, so we can quickly remedy any issues. If you think your product is defective, don't worry. In most cases, it's a simple issue that can be resolved over the phone. When you call the Tillman Tools Customer Care team please have your model number and serial number available for fastest service.
My package is lost, what should I do?
Lost packages are usually located by the carrier and delivered. To avoid duplicate shipments, replacements will be sent after the claims process is complete. Although we are unable to expedite replacements, be assured that we will work diligently with the carrier to resolve these matters in the most efficient way possible. You must contact us within two weeks of the actual scheduled delivery to guarantee that a lost claim with the carrier can be made.
I accidentally used the wrong address on my order. What should I do?
If a package is returned to Tillman Tools due to an incorrect shipping address provided by a customer, the customer will be responsible for any additional shipping costs or the return shipping cost, as well as the re-delivery cost. Tillman Tools is not responsible for packages delivered incorrectly due to incorrect shipping information. If the item qualified for our "Free Shipping" promotion, it will not be valid due to the error on the customer's part, and the customer will be charged for all actual shipping costs. In some cases, we may be able to reroute the package to the correct address. However, you will be responsible for the costs associated with rerouting the package.
How do I cancel my order?
Because we ship orders as quickly as possible, it may not be possible to stop your order from shipping. Once shipped, we are not able to cancel your order. If you decide you do not want to keep your order you may contact our Customer Care team to receive an RMA (Return Merchandise Authorization).