Frequently Asked Questions & How To Place Order Steps
* Do you sell products that aren't listed on your Web site?
Yes. We attempt to have all the products we sell listed here. However we continuously have new items coming in. We also have access to many items that we do not stock. If you don't see the item you are looking for, email us at CustServ@JCHsTools.com.
* Can you send me a catalog?
Sorry, but we do not publish a printed catalog. A printed catalog could never contain all of the information we can publish on our Web site.
* I have some product questions before I order…what should I do?
Simply email us at CustServ@JCHsTools.com, and we will contact you by email shortly; our goal is to answer your email by the next time you log onto the Internet. Because of our small phone banks, this is the most efficient method to answer your questions.
* What type of payments do you accept?
We accept Visa™, MasterCard™, and American Express™ credit card/debit card. You can also pay for your merchandise directly from your PayPal account.
* What about after-the-sale service?
Our Customer Service offices are open between 9am and 5pm, California time (PST). We prefer that you contact the Customer Service staff by emailing us at CustServ@JCHsTools.com. (This allows our staff to budget their time most effectively and ensures a written record if a problem arises.) But if you are away from your computer, you can describe your issue to the staff via telephone by calling 626-755-5264 between 9:00 AM and 5:00 PM Pacific Time. Regardless of how they receive your request, they will provide you an answer by email within one business day. (Note: The staff is required to treat written and telephone requests equally and answer them in the order received.)
* My product doesn’t work. What should I do now?
The most effective first step would be to contact our support staff if Order is not over 30 Days old. ( Please. Make sure you include Order # ), and make certain that you are using the product correctly. Often, the support staff can provide you with "tips and tricks" that will get the product operating correctly. When they can’t, they’ll advise you to return it to us, and we’ll be happy to refund your money or exchange it. If the problem isn’t a technical one, or the item is clearly defective, Simply email us at Claims@JCHsTools.com, and we’ll give you instructions for returning it to us.
* Please Note:
Most of the Hand Tools Products are Import from China, Taiwan or India and they have Not Warranty. Some Import Power Tools or Electric Tools have a Limited Time Warranty (After use it for the first time the Warranty is over). All USA Products, Power Tools or Electric Tools have a Limited Time Warranty specified on the product description.
* But won't my credit card be all over the Internet?
It won’t be. Contrary to the stories you might have heard, the credit card companies have been unable to document even one example of a credit card number being stolen from a secure Internet server. In fact, Internet ordering is actually safer than ordering offline, for a variety of reasons. Therefore, regardless of how you give us the order, we will process it over our secure Internet servers.
* Do you accept COD orders?
Sorry, but due to problems with folks ordering by COD and then refusing to pay for the shipment, we can no longer offer COD as a payment option.
* Do you accept Purchase Orders?
* Your prices seem very low compared to other sites I've visited. What's the catch?
There is no catch. No matter what you order from JCHs Wholesale Tools, we strive to charge you a fair price that is discounted well below the Manufacturer’s Suggested List Price but which still allows us to afford to give you great service and the nicest Web catalog in discount tools. We offer discounted prices that are hard to beat, but we strive to offer even more than just a low price: great service, plenty of stock on hand, professionally-written catalog copy, professionally produced product images, fast Web site navigation, and staffing by professionals, to name but a few. We have all had the experience of purchasing goods at what we thought were the lowest prices, only to find out the hard way why the prices were so low: the product description was lacking or incorrect, the sales help didn’t know what they were talking about, products were out of stock so they tried to "talk you up" to a more expensive product, bad after-sale service was provided, or the company even went out of business before you could place another order. None of these things will happen to you at JCHs Wholesale Tools.
* Your shipping rates seem high. How come?
Our shipping rates are computed using a UPS rate calculator. Actually, if you spend much time ordering products over the Internet, you’ll find that our rates are considerably lower than most online stores. We base our shipping charges on the weight of the product, which is the fairest way to do it because that is how UPS charges us. For shipping extremely heavy items, we simply charge you the average of what the shipping company charges us. We also charge a minimal $3.00 per order handling fee. This handling charge covers the cost of breaking down pallets, breaking case loads, reboxing, packaging, and creating shipping labels. This is added to your order when you complete checkout.
As has always been true in purchasing items that are to be delivered, shipping charges sometimes make it seem more expensive to buy a product online or by mail order than locally (assuming it is available locally). But this is only true if you don’t include the value of your time and the cost of driving to purchase the item.
* How can I compute my shipping charges without having to purchase the item?
When ordering a product, simply click on the buy button. In doing so, the item will be automatically added to your shopping cart. Directly below your shopping cart is a box where you can input your zip code. Next, click on "calculate shipping". This will provide you with a list of rates for your shipping options. This is the shipping charge and does not include the handling fee.
* Do you charge sales tax?
California Residents Must Pay 10.25% State Sales Tax. Orders to all other states and Wholesale Customers are tax-exempt.
* Do you ship internationally?
Our system is setup to accept United States address only, and Yes we ship to outside United States. Please email us at CustServ@JCHsTools.com
* If I order today, will my order be shipped today?
Because of time zone differences and workload, we cannot guarantee that just because you placed your order today, it will be shipped today. We need up to one business day to process the order, pick out the merchandise, pack it, and ship it.
If you selected an express delivery method, we will process and pack your order first, before orders that are to be shipped by ground service. Remember, there is one business day used to package and ship your item.
* Where are you located? Can I pick up my merchandise there?
Our office and warehouse is located in California. Our warehouse is stocked with over 4 million dollars in inventory so it is kept secured and unauthorized persons may not enter. Also, we have our packaging and shipping process streamlined in order to maintain the low prices you see here. Having a staff member stop his work to take the time to locate and hand someone their order takes him away from packaging other orders and interrupts the whole process. For this reason we do not allow pickups.
* Will you notify me if something is out of stock?
We strive to keep everything that we have on the website in stock. However there may be occasions where we are out of an item. In that event, we will ship out the rest of your order, and offer to ship the backordered item when it comes in or refund that item.
* How will I know when my order ships?
Most orders are shipped out the next business day. Each order is assigned a reference number when it is transmitted to our warehouse. This number is entered on your order. To track your order, simply log on and check your order. It will have the reference number listed. Then click on the UPS tracking link. Enter your reference number, select submit, and the tracking information will be displayed. Then select track to check the shipping status of your order. Please allow 1-2 business days for the tracking number to be entered into the system.
* What address(es) do you need to process my order?
For the "Billing Address", please enter ONLY the address to which your credit card statement is mailed. We use the Address Verification System provided by the credit card companies. We reserve the right to cancel any order for which you provide an incorrect billing address. For the "Shipping Address" field, we need a physical street address. UPS will not deliver to a PO Box. We also cannot deliver to APO's.
* No one is at my house during the day. Can you put instructions on the package that they just leave my order at the door?
Thanks, Customer Services