FREQUENTLY ASKED QUESTIONS
What is Tool Crate?
Tool Crate is a quarterly subscription box tailored for contractors, DIY homeowners and tool lovers! We work with industry experts and people just like you to curate the best, premium quality tools, PPE and apparel.
What is included in each Tool Crate?
We're all about premium, highly-rated products, recommended by industry experts. You won't find any no-name brands in here. For every crate, we include a good mixture of stuff from the "big guys" to the smaller boutique tool companies, creating really cool stuff that you've maybe never heard of before. Most products in our box you can't just find at your local hardware store and our customers love that about us. Every Tool Crate will come with 3-8 items, ranging from tools and PPE to apparel and swag. You're going to save big with Tool Crate!
What is the cost of a Tool Crate subscription?
The cost of each mystery box is $249.99 CAD every quarter. If you're in the US, we convert that to USD at the current exchange rate at the time of the transaction.
Will I know what's in my Tool Crate before I receive it?
Nope, but that's what makes it fun and exciting. It will be Christmas, four times per year! We may throw out some teasers or reveal some items via Instagram and in emails, but everything else is a surprise.
I am interested in getting my tools, PPE or apparel into a Tool Crate, how do I do that?
We're always looking for cool products to add into our Tool Crates. We're building an amazing community of tradespeople, homeowners and tool lovers everywhere - which means great exposure for you. If you are interested in partnering up, please get in touch by emailing info@toolcrate.co. We look forward to hearing from you.
I just want to buy one Tool Crate. Do I have to subscribe?
Yes. Tool Crate is a subscription. That said, if you just want to do one Tool Crate, you can cancel at anytime by logging into “My Account” and cancelling from there. If you have any questions, email us at info@toolcrate.co
Can I edit my subscription?
You bet! You can pause and resume your subscription, cancel, edit/upgrade your credit card, change your shipping information, etc. Log into “My Account” on our website and once there, click Manage Subscription. You can even change your preferences and sizing to ensure you get a custom crate, every time!
Do you offer custom boxes tailored for each trade?
Yes. We have launched our "Limited Edition" Tool Crates and they're always changing, so check back often. We've got something for everyone. If you want a mystery box of tools every quarter, make sure you subscribe to Tool Crate!
Can I purchase a past Tool Crate?
You bet! We made it happen. If you shop for Past Tool Crates, you will see which boxes are available right now. That said, there are some boxes where we are out of stock but if we do get enough people interested in past boxes, we would look at doing another run. If you have any questions, please email us at info@toolcrate.co
I saw one of your ads, is that what will be in my box?
Our ads may display products that have been featured in past boxes or sales. We may reveal the contents of the box through spoilers as the season goes on. If we’ve revealed the most recent box, our ads may display the contents of that box.
If you want to know what’s included in the current box, follow us on Instagram and Facebook to see all the spoilers and full reveal! Otherwise, the contents of your box will be a fun surprise!
What if I sign up between seasons?
It depends on when you sign up. We cut off subscriptions for each season's box 1 month prior to shipping. This allows us to make our orders and assemble each crate. For example, if you sign up in February, your first box will be the Spring Tool Crate and that will be shipped in April.
Can I buy a Tool Crate as a gift?
Yes! What an awesome gift idea. We do a lot of these. Simply email us at info@toolcrate.co and one of our reps will set it up for you. You will be provided with a custom letter from Tool Crate and a PDF voucher with the recipients name and your custom message that you can then give as your gift. The recipient will have the opportunity to create an account and choose their subscription settings so they can keep getting awesome Tool Crates from us every season.
Shipping
Where does Tool Crate ship to?
Right now, we're only in Canada and the United States.
But we know there are a lot of tool addicts all over the world. If you're interested in getting a Tool Crate, reach out to us at info@toolcrate.co and we will see what we can do for you!
How much does shipping cost?
We share the shipping costs with you. We charge only a flat rate of $15 for all members and we cover the rest. With high inflation and fuel prices going crazy, the cost to ship our boxes is higher than we charge, but we share that with you!
When do you ship out your Tool Crates?
We send out 4 Tool Crates per year, one with every season. Our very first Tool Crate went out January 2020 and our members will receive a new one every Spring, Summer, Fall and Winter!
My account
How do I update my billing and shipping information?
You can change all your account information when you log into your Tool Crate account online and navigate to My Account.
How do I pause my subscription?
Log into “My Account” on our website and from there, click on Manage Subscription. Then click on “Manage upcoming orders”. You will be able to skip an order if you want to take a break. If you have any questions or run into any issues, email us at info@toolcrate.co
How do I cancel my subscription?
Log into “My Account” on our website and from there, click on Manage Subscription. You will be able to cancel your subscription at the bottom of the page. But remember, if you just want a break, you can skip any order. It’s a great way to keep your membership. If you have any questions or run into any issues, email us at info@toolcrate.co
When is my credit card processed for my subscription?
Your credit card will be processed as soon as you sign up. This will cover you for your first Tool Crate. We will process your credit card again next quarter, one month prior to the next shipment.
Where can I view my invoices?
Log into “My Account” on our website and from there, click on Manage Subscriptions > Transaction History. You will be able to view your invoices. You can click on each invoice to view the information for your records. If you have any questions or run into any issues, email us at info@toolcrate.co
Will I be charged sales tax?
It depends on where we're shipping. If you're in Canada, you're charged the GST/HST tax rate for your province. If you're based in Saskatchewan, you will be charged GST and PST. If you're in the United States, there are no taxes applied to your order.
What happens if my card gets declined?
Tool Crate is a membership, which means you will be automatically charged every season (4 times per year).
If we cannot successfully charge your card, your order will be placed on hold. You will receive an email notification from us to update your billing information as soon as possible. We will attempt to recharge the card again at a later date.
If we are unable to charge you for the membership on the billing day but manage to do it at a later date, your order will be shipped out with a delay.
To update your credit card information or add a new card, log into My Account at toolcrate.co and click on Manage Subscription. Click “Payment Information” and tap “Edit”.
I'm having trouble logging into the website
To log into your account, click on the menu icon in the top right corner of our website and click on "My Account". Enter the email address and password you signed up with, and you should be able to view your member dashboard!
If you’re still unable to log in, please contact our Customer Care team with the type of device, operating system and type of browser you are using.
How do I reset my password?
Go to the My Account page on our website and click on "Forgot your password?" and we will get you rolling again!
How can I contact Customer Care?
We're here to help! You can go to the Contact Page on our website and submit your inquiry. This works best! You can also reach out to us by emailing info@toolcrate.co or reaching out via Facebook or DM us on Instagram!
My credit card is expiring, how do I update it?
Log into “My Account” on our website and click on “Manage Subscriptions. You will be able to view and edit your credit card or enter a new card.
my orders
When will my Tool Crate be shipped?
Your order will generally ship within 30 days of the season’s billing day (upon successful billing). We ship out Tool Crate 4 times per year (January, April, July and October).
We will send you an email with all the tracking details as soon as the order leaves the warehouse.
My crate is shipping to the wrong address
Once your order is billed, we are unable to update the shipping address.
If your order is currently shipping to the wrong address please contact the carrier for assistance. They might be able to reroute your order.
You can confirm the shipping address of any billed orders on your account by logging into "My Account" on our website.
Do you take returns or exchanges?
Tool Crate Subscription Boxes are final sale and nonrefundable. We do not accept returns or exchanges of boxes or box items. Any returns made to us will not be eligible for a refund. If there is an issue with a product or tool you received in your Tool Crate, reach out to us and we will take care of you.
What do I do if my order is damaged during shipping?
Any missing, damaged, lost, defective, or wrong/incorrect item(s) must be reported within two (2) weeks of your delivery date. Please contact us and our Customer Care team will assist you with filing a claim and/or getting your items replaced.
I am missing an item from the box
Any missing, item(s) must be reported within two weeks of your delivery date. Please contact us and our Customer Care team will assist you with filing a claim and/or getting your items replaced.
I have a problem with the product I received
If there is a problem with an item you received please send us a photo and description of what happened to info@toolcrate.co. Our Customer Care team will investigate and find a proper solution for you.
Do I get to select my sizing for items I may receive such as shirts, hats, gloves, masks, etc?
Yes. Simply log into your account with us and from your customer account, you will be able to Edit Preferences. You can update your sizing and everything. Make sure you hit "Submit" when you're done to save it.
An item in my crate doesn't fit, can I get a new one?
Unfortunately, no. You are required to submit your sizing and ensure it's relevant at all times. You can edit your sizing and preferences by logging into your account with Tool Crate.
What if an item I received doesn't work or breaks?
Please get in touch with us. The product may be under manufacturer's warranty. Tool Crate Subscription Boxes are final sale and nonrefundable. We do not accept returns or exchanges of boxes or box items. Any returns made to us will not be eligible for a refund.