Return & Refund Policy
Our policy lasts 30 days from the date your package arrived. If 30 days have gone by since your package arrived, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Any opened liquid, concrete, or powdered product are exempt from being returned.
To return a product, you must first submit a Return Request from your Contigo account. We will verify your purchase through your account. If you do not have an account, you may be required to submit a proof of purchase before the request can be approved.
Special ordered products may be subject to a 25% restocking fee if returned or canceled. If the product has been shipped by the manufacturer/vendor, we cannot cancel the order. To return that product, you will have to ship it to Contigo Tool once you receive it.
Please do not send your purchase back to the manufacturer unless requested otherwise.
Please note a 25% restocking fee may apply to all returns and is up to our discretion.
Reasons for Return:
“The product has defects in manufacturing and/or workmanship.”
We will fully refund or provide product replacement and pay return shipping cost.
“The product(s) appears damaged while it was in transit.”
Please see the 'Damaged or missing product' section below.
“You shipped me the wrong item.”
We will fully refund or provide product replacement and pay return shipping cost.
“I ordered the wrong product.”
We will issue the refund as an in-store credit (for the product, not shipping) and you will be responsible for the return shipping cost (Restocking fees may apply). In all cases you will have to pay return shipping.
“I ordered too much/I don’t need.”
This is up to our discretion. In most cases we will refund your purchase (for the product, not shipping), but there may be a 25% restocking fee on your order. In all cases you will have to pay return shipping.
Refund Process:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, your refund will be processed, and a credit will automatically be applied to your original method of payment or will be issued as in-store credit (depending on reason for return).
Late or missing refunds (if applicable):
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us here.
Exchanges (if applicable):
To return your product, you will receive shipping instructions after your request is approved. Once we received the returned product, we will ship out your replacement item.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Damaged or missing product:
Submit claim following the steps below within 48 hours of receiving your order.
Freight (LTL):
If you can clearly see that the package/pallet is damaged, do not accept it from the carrier. Take photos of the damage and reject it. Tell the carrier it is damaged and to send it back. Notify Contigo Tool right away that you rejected it so a claim can be filed with the carrier and a new shipment can be sent out.
Do not sign for delivery without inspecting the package/pallet to ensure all product it accounted for. If product is missing notify the carrier when you sign for the delivery and then report to Contigo Tool as soon as possible by filling out this form. Take photos of the product you did receive.
UPS/FedEx:
If you can clearly see that the package is damaged, inspect the contents for damage or missing product. Take photos of the damaged box & product. Reject package from carrier if product is damaged. Tell the carrier it is damaged and to send it back. Notify Contigo Tool right away that you rejected it so a claim can be filed with the carrier and a new shipment can be sent out.
If you are not present when the carrier delivers the package, take photos before opening and report any damage or missing product to Contigo Tool as soon as possible by filling out this form.
Once we receive and review your report, we will contact you with the status of your order and next steps.