Frequently Asked Questions

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Our FAQs are seperated into different groups, such as General or Shipping, Tracking & Returns.
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Shopping on

Thanks for visiting

Please read through the following information carefully before placing your order.

If you shop with us you agree to be bound by the terms and conditions and terms of use set out below. Please also read our Privacy Policy regarding personal information provided by you.

If you have any queries relating to these terms and conditions before placing an order with us, please contact us under

How to place an order on

Shopping with us is easy. Just follow these simple steps:

Step 1
Search for a product through our search bar or browse a product category to find a product that sparks your interest. For more information on any product, simply click on the image to take a closer look. On each product page you will find information about variations, pack sizes and a description of the product itself. 

Step 2
If you decide to purchase an item, add the item to your Shopping Cart by clicking the ‘Add to Cart’ button. Once you click the button your item will be added to your cart.

Step 3
A list of all items within your Shopping Cart will be displayed in the top right hand corner of each page. You can view the contents at any time by clicking ‘Cart’ or you can proceed to Checkout if you have added all your products.

Step 4
When you are ready to purchase your items, click the ‘Cart’ button and click ‘View Cart’ or ‘Checkout’. Make sure you have the correct products and quantities in your cart.

Step 5
If you have previously registered with us you can login. New customers can ‘Checkout as a Guest’ where you will have the options of creating an account during checkout. Creating an account with Tooltitan is a quick and easy process.

Step 6
Enter your billing and delivery details; choose your delivery method and then select your method of payment and to submit the order click ‘Pay Now’. A step by step guide on our online store will guide you through all the steps necessary.

Step 7
We will send you a confirmation email to confirm that we have received your order and another one when your order has been dispatched from our Fulfilment Centre. You will also receive your tracking details will this email from us.

How can I register on

Simply click on "My account" on the top of the page and then choose "Create your account".

I lost my password. How can I recover it?

If you click on "My account" on the top of our page and choose "Recover password" you'll be able to set up a new password for your account.

Are my details secure?

Yes. We take your privacy and personal details seriously. For more information please see our Privacy Policy. We store any information you give us securely and use high-level SSL encryption technology.

Why has my credit card declined?

Every transaction with credit and debit cardholders are subject to validation checks and authorisation by the card issuer. If the card issuer of your credit or debit card refuses to or does not authorise the payment to Tooltitan then you will be notified during the checkout process. For futher details of declained payments, please contact your card issuer or bank.

My order was confirmed but I have been contacted that an item is out of stock. Why is this happening?

Rest assured, you can only place an order with us if the item is on stock in our warehouse. On rare occassions some items might not go through our quality control in our Fulfillment Centre. This could be because the item was damaged. An item could also be missing in which case we only find out about it, when we go to pick your order. Although this does not happen often, we will contact you to arrange a refund or a potential replacement item.

Can I change or cancel my order once it is placed?

We are trying to get all products to you as quickly as possible. Once you complete your order, the details will be automatically sent to our fulfilment center and might be already processed within a few minutes. If this occurs an immediate change or cancellation might not be possible.

Please send us a quick email to and we will try our best to change or cancel the order. We will let you know whether this was successful or not.

You don't need to worry though, as you can always return or exchange your order in line with our hassle-free returns policy. 

Shipping, Tracking and Returns

Delivery Area

We only deliver within Australia. 

International shipping is not available via our online store at the moment. Please email us at to make special arrangements.

Delivery Options

  • Standard Delivery

    Delivery & Handling Fee: Free for orders over $299.
    Otherwise the shipping cost will be calculated at checkout.
    Delivery time: usually within 3-9 business days.
    We delivery via Australia Post, Toll, TNT, FedEx or DHL.

  • Express Delivery

    Delivery & Handling Fee: calculated at checkout
    National delivery usually within 1-3 business days.
    Express delivery via Australian Post, TNT and Toll.

    Please note: If you choose Express delivery the parcel cannot be delivered to a PO Box. We also cannot guarantee next day delivery to remote areas. On some items (e.g. oversized goods we cannot offer the express delivery option).

How can we offer express delivery?

Your items depart our Perth warehouse after 12:00pm West Australian time (if order is placed before 11:00am the same business day). If the parcel leaves Western Australia, the parcel will usually be on the evening flight to the east coast at 9:00pm. The item arrives in east coast cities and is sorted at 3:00am - ready to be dispatched. Please note that sometimes delivery times can be longer due to slower handling by Australia Post.

Please note: we cannot not guarantee fast express deliveries to remote areas.

Delivery Terms and Conditions

  • Free Shipping for any purchase of $299
  • Goods with a total weight over 20Kg cannot be shipped to a PO Box.
  • Tooltitan reserves the right to change its shipping terms and conditions, shipping prices at any time. You will be entitled to a redung or cancellation should this affect your order and if you wish to no longer proceed with the order.
  • Further information can be found in our terms and conditions.


Once your order has been processed in our warehouse you will receive an email informing you about the dispatch. The order status page on for your order will be updated with the tracking link of the carrier. 

Please note that some carriers can only provide tracking information and an estimated delivery date 24 hours after we have processed the order with them.

Why is Express Shipping not available to me?

We offer Express Shipping on almost all items we stock. Unfortunately, for bulky or oversized items we currently cannot offer express shipping.


We want to make your return as easy and hassle-free as possible.

If your purchase arrived faulty, damaged or broken while still under warranty, please contact us so we can arrange a pick up for either a repair, replacement or refund. Please refer to "Consumer Guarantees" (see below) for further information.

If you wish to return your product because you have changed your mind, please refer to "Change of mind returns" and "Requirements for a change of mind" hereinafter.

Change of mind returns

We offer a hassle-free exchange or refund for Change of Mind on all items within 30 days of purchase, with the exception of gift cards, used goods or items not in the original as new condition. These Change of Mind limits do not apply to any returns made in accordance with Consumer Guarantees (see below), or otherwise as required by law.

Please note we do not offer change of mind exchanges or refunds on technology products if removed from the plastic packaging or plastic seal unless the item is faulty, significantly different from what was shown to you, not doing what it is supposed to do, in breach of manufacturer's warranties or consumer guarantees. More information below at requirements for a change of mind.

To return your product(s), you should mail your item(s) to:

Tooltitan Pty Ltd
39 Bassandean Road
Bayswater 6053
Western Australia

You will be responsible for paying for your own shipping costs for returning your item. If you receive a refund for your returned goods, the cost of return shipping (in case this was paid by us or the carrier charges us extra) will be deducted from your refund.

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, you should consider using a trackable shipping service or purchasing shipping insurance. We can’t guarantee that we will receive your returned item.

Requirements For A Change Of Mind

If you have changed your mind about your purchase, Tooltitan will in most cases be able to offer you a refund or exchange provided that:

- You have produced satisfactory Proof of Purchase (see below); 


-The item is in a saleable condition (i.e. the original tags and labels are still attached, the item is in its original packaging (if any), and the item is unworn, unused and as sold); 


-the item is not a gift card.

Proof of purchase

Please note that all returns, refunds, exchanges or repair requests must be accompanied by your original invoice which we have sent to you. If you do not have your proof of purchase any more, please contact us on and we try to help you to find it.

Consumer Guarantees

As a consumer, you are entitled to the benefit of statutory consumer guarantees in respect of items or services purchased from us. If you believe an item or services is faulty, not of acceptable quality, does not match the description provided or is not fit for purpose, you may be entitled to a remedy under the Australian or New Zealand Consumer Law. However these consumer guarantees do not apply where the item was damaged due to abnormal use or misuse.

Where you believe an item is faulty, it may be necessary for us to send the item to the manufacturer or their service agent for it to be assessed. In accordance with Australian or New Zealand Consumer Law, if the failure is minor, we may repair the item (or, at our discretion, we may replace the item or refund you) within a reasonable time. If the item or service has a major failure, you may reject it and seek a refund or replacement, or you may keep the item and seek compensation for any drop in the value.

These consumer guarantees apply to items or services and may be impacted by the type and age and nature of the item.

Free shipping for orders over $299 within Australia.


Once you place your order with us, we will ensure that your products are dispatched as soon as possible. All products are shipped either the same or the next business day. If you order before 11:00am West Australian time (during business hours), your parcel leaves our warehouse the same day.


Shortly after your order has been dispatched you will receive an email with the tracking number to your parcel.

An estimated delivery date is usually provided within 24 hours by the courier via the tracking link.


Depending on the couriers current delivery times, your location and the delivery method, you usually receive your products within 2 to 9 business days.

More information herinafter.