Customer Help
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Common purchase queries answered
Orders and Shipping
You can place an order directly through our website. Browse our products, add items to your cart, and proceed to checkout. You will need to provide shipping and payment information to complete your order. You will be able to checkout without the need of creating an account but, you’ll need to provide us an email for communication purposes.
We accept credit cards, direct online banking, PayPal, wire transfers, e-transfers, and certified cheques. Please ensure your payment information matches your billing details.
To ensure the security of your online purchases, we conduct credit card and address verification checks. Some orders may require additional security checks to confirm the authenticity of the transaction. Please make sure your contact information is accurate as we may need to reach you for further verification.
Orders for in-stock merchandise are typically processed and shipped within 1-2 business days. Non-stocked, special orders, and back-ordered equipment may take up to 1-2 weeks to process. If an item is temporarily out of stock or on backorder, we will contact you via email.
Due to our quick processing times, we cannot guarantee that orders can be canceled or modified once processed. However, you can contact us immediately after placing an order to attempt a modification or cancellation. Please note that a 30% restocking fee may apply to canceled orders.
Once your order is shipped, you will receive a tracking number via email. Use this number on our website to track your order’s shipping status.
If you choose to pick up your order, wait for a “Ready for pick-up” email before coming to our location. Bring your order confirmation, a government-issued photo ID, and the credit card used for the purchase. If someone else is picking up the order, please contact us beforehand.
Free shipping is available for equipment weighing less than 40 lb and orders worth at least $300 before tax. This applies to most locations across Canada, excluding remote areas that require air or water freight.
We use various shipping methods including Canada Post, UPS, and common freight carriers. Shipping times vary based on the method selected and the size of the equipment, ranging from 1 to 10 business days.
- Standard: 3-5 business days
- Expedited: 2-3 business days
- Overnight: 1 business day
You can chose the available method of shipping for your order at checkout.
Yes, we ship to the United States and internationally. Additional fees, taxes, and duties may apply and are not calculated at checkout. For heavy or oversized items, a broker might be required at the border, and the associated costs will be included in a customized shipping quote.
Please note that, not all products qualify to ship internationally.
Shipping costs are calculated based on the weight and dimensions of the items, as well as the shipping destination. You can view the estimated shipping cost at checkout.
Inspect your equipment upon delivery. If you find any damaged or missing items, contact us immediately so we can file a claim with the courier and arrange for a replacement.
We ship to most locations within Canada and the U.S., but there may be exceptions based on shipping restrictions and carrier limitations. Check our shipping policy or contact customer service for specific inquiries.
If your order hasn’t arrived within the expected delivery window, please check your tracking number for any updates. If there are no updates or if there are issues noted, please contact our customer support for assistance.
If you need to swap an item
Returns and Exchanges
Regularly stocked equipment can be returned within 30 days of receipt, provided it has not been used and is still in its original packaging. A return credit will be issued via the original payment method after we verify the condition of the equipment. Please note that shipping charges and return shipment costs are non-refundable.
Yes, restocking fees apply to all returns to cover the costs associated with restocking the equipment. The fee is 20% of the equipment cost for commercial locations and 30% for residential locations.
If you receive incorrect equipment, please contact us immediately. We will provide a return shipping label at no cost and arrange for the correct items to be sent to you as soon as possible.
Contact our customer service to initiate a return. You will be guided through the process and provided with the necessary return shipping labels. Please wait for these labels before sending anything back to ensure that you are not responsible for additional shipping charges.
Special order or customized equipment cannot be returned as these items are tailored specifically to your order.
If your order arrives damaged, please report it immediately. Take pictures of the damaged equipment and contact us. We will work with the courier to file a claim and arrange for a replacement if necessary.
Once an order is processed, we cannot guarantee that it can be canceled or modified. However, you can contact us immediately after placing your order to see if changes are possible. A 30% restocking fee may apply to cancellations.
For international returns, you are responsible for the return shipping costs as well as any applicable taxes, duties, or brokerage fees. Contact our customer support for detailed instructions on how to proceed.
If you suspect your order has been lost in transit, contact us immediately. We will work with the carrier to locate your shipment or, if necessary, arrange a replacement.
If you have more questions
Please write us an email to info@mck.tools or leave us a message in our contact form.