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FAQ

FAQ

Updated 5/11/2016

Below you will find answers to frequently asked questions. If you still have unanswered questions, comments, or concerns we are here to help!

Please email info@intlairtool.com or call us toll free at (800) 608-5210.

Use the table of contents below to quickly find answers.

  1. About Us
  2. Backorders
  3. Delivery Lead Times
  4. International Sales
  5. International Shipping
  6. Lost, Stolen, or Damaged Packages
  7. Order Cancellations & Modifications
  8. Order Online
  9. Order by Phone
  10. Order Status
  11. Payment Methods & Net 30 Credit Terms
  12. Price Match Guarantee
  13. Privacy Policy
  14. Re-sellers
  15. Returns & Exchanges
  16. Sales Tax
  17. Secure Shopping
  18. Shipping Information
  19. Warranty Information

1. About Us

International Air Tool Company is a San Diego, CA based distributor and exporter of industrial grade pneumatic tools. We carry only the finest quality products and pride ourselves on our technical expertise and excellent customer service. At International Air Tool, we believe that proper tool selection can have a dramatic impact on the finished quality of your work and strive to help our customers choose the right tool for the job the first time. We are a family run business that effectively serves customers locally, nationally, and abroad.

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2. Backordered Products

We make every effort to provide you with accurate lead times and ship all merchandise in timely fashion. Our Customer Service Department is in constant contact with our suppliers to make sure you have the most up to date product availability possible. Unfortunately, sometimes backorders do happen.

In the event of a backorder, you will be contacted via email with the estimated revised delivery date and any potentially acceptable substitutions. If the lead time or alternate model we provide is unacceptable, we completely understand! You may cancel your order anytime before shipment without penalty whatsoever. Just contact our Customer Service Department at (800) 608-5210.

3. Delivery Lead Times

If the item you order is in stock, it will be shipped within 1 to 2 business days. Please allow 3 to 5 days for delivery depending on your location, longer if you are located internationally.

We typically ship ground, but do offer overnight if the delivery is critical. If the item is not in stock, the manufacturer will be contacted to verify the lead time and you will receive an email indicating the estimated delivery date. Items sourced directly from the manufacturers have an average lead time of around 2 weeks.

We strive to maintain constant communication with our customers and will notify you immediately if the delivery date changes due to a manufacturer backorder. Likewise you can always call us for a delivery status update at (800) 608-5210.

4. International Sales

True to our name, we welcome international orders. We are capable of providing all the necessary export, customs and forwarding documents such as: certificates of origin, bills of lading, commercial invoices, etc. Smaller transactions are shipped UPS or FedEx International. For larger transactions, we can use the customary documentary letter of credit (LC) opened with an international bank. Please contact us with your specific requirements. (800) 608-5210.

5. International Shipping

We gladly accept international order inquiries. One time orders and infrequent purchases are shipped via UPS and FedEx international. For larger and recurring export transactions, we are open to using either air or ocean forwarders to ship your merchandise. Please call us to discuss the specifics of the arrangement you have in mind (800) 608-5210 or email us at info@intlairtool.com.

6. Lost, Stolen, or Damaged Packages

Even with recent advances in modern logistics, unfortunately from time to time packages still get lost, stolen, or damaged. Don’t worry, we will make it right! If one of these unfortunate events happens to you, we suggest filing an immediate claim with UPS, FedEx, or the United States Postal Service using the links below:

If your package does not arrive on the estimated date indicated by the carrier’s tracking number, let us know within 24 to 48 hours so that all parties involved are in communication. If your package arrives with visible signs of external damage, do not accept the package and contact the appropriate carrier right away. If you open the package and find that the merchandise inside appears to have internal damage, call us and we will exchange the merchandise.

7. Order Cancellations & Modifications

We understand that sometimes your requirements change and you that you might need to occasionally cancel or modify an order. Provided the merchandise has not been shipped, cancellations and order modifications incur no fees. Items that have shipped sometimes incur a restocking fee and will be evaluated on a case by case basis according to the specific manufacturer’s policies.

8. Order Online

We know you have a choice of vendors and have thus have built this website to be as intuitive and user friendly as possible.

Step #1 - Browse our products located in the categories column located on the left hand side of your screen. Alternatively, if you know the name or model number of the tool you are looking for, you may type it into the search box.

Step #2 – Click on the item you would like to buy, and then select the corresponding quantity from the drop down box labeled “Quantity,” then click on the “add to cart” button. To keep shopping, return to step one or if you are finished click on the “view cart” button located on the upper right hand side of your screen to proceed to review the items selected in this step.

Step #3 – Review the selected items for accuracy in the “Your Shopping Cart Screen” and once satisfied, click on the “proceed to checkout” button located to the bottom right of the cart items box. This will take you to the secure checkout screen. Alternatively, you can choose to pay with Google Checkout by clicking the Google Checkout button located just below the standard checkout button.

Step #4 – On the secure checkout screen, you may register an account, sign into your existing account, or checkout as a guest. Once your account has been created, return to the secure checkout menu and enter the billing address of the credit card you are using and shipping address where you would like the merchandise sent.

Step #5 – Select your preferred method of shipping. Domestically we ship via the United States Postal Service, UPS, and FedEx. For international shipments we use UPS international and FedEx international.

Step #6 – On the order confirmation screen select your preferred method of payment. If you are using a major credit card (Visa, MasterCard, Discover or American Express) check the “Big Commerce Secure Payment Gateway” radio button. If you are using PayPal, check the PayPal radio button to be re-directed to PayPal checkout. Agree with the terms and conditions by checking the radio button labeled “I agree with the above terms and conditions.” At this time you may also type in any special shipping instructions. Click on the “proceed to payment” button located on the bottom left of your screen to proceed with entering your credit card information.

Step #7 – Enter the name on your credit card, the credit card number, and the expiration date. Then click on “Pay for Order.” A confirmation email will be sent to the email address on file. We will contact you in 24 to 48 hours to provide with your estimated shipping date.

9. Order by Phone

Our operators are standing by to help you place your order.

Please call us at (800) 608-5210 Monday – Friday 8:00 a.m. to 5:00 p.m. Pacific Time for assistance placing your order by phone.

10. Order Status

To check the status of your online order, click the “order status” button on the home page and then log into your account. For all other types of orders, please call (800) 608-5210 or email info@intlairtool.com.

11. Payment Methods and Net 30 Credit Terms

As an industrial buyer, having flexible payment options is important. We accept MasterCard, Visa, American Express, and Discover. You can also pay for your items online using PayPal or Google Checkout. For qualified customers wishing to work with International Air Tool on a frequent basis, we offer Net 30 terms to companies with excellent credit as determined by Dunn and Bradstreet. If you are interested in obtaining a credit application please email as at info@intlairtool.com.

12. Price Match Guarantee

We aggressively negotiate with our suppliers to ensure get you the best possible price on all the products we offer. If you find a lower published price on the same item elsewhere, give us a call and we’ll do everything we can to meet or beat the published price.

Customer Care: (800) 608-5210

13. Privacy Policy

At International Air Tool we feel your information should remain private. It is our policy not to share your information with any third parties. We do however; send out occasional emails, newsletters, and direct mail pieces pertaining to current promotions, technical topics, etc. Should you wish to opt out of receiving email communications from us, simply click the unsubscribe link at the bottom of the email. If you wish to be removed from our physical mailing list, please send an email to info@intlairtool.com with the words “unsubscribe all” in the subject body. Be sure to include your name and address in the text box.

14. Re-sellers

We gladly accept inquiries from re-sellers. In most cases, International Air Tool purchases directly from our manufacturer partners. This allows us to provide you with competitive pricing for re-sale. Re-sellers located in California will need to furnish their California sellers permit and resale certificate. You can obtain this form by clicking the following link:

California Resale Certificate

15. Returns and Exchanges

Return Policy:

You may return new, unused merchandise within 30 days of delivery for a full refund.

Used merchandise is evaluated on a case by case basis and may be subject to a 25% restocking fee.

Defective merchandise may be exchanged within 30 days of purchase. After 30 days we can help you receive manufacturers warranty service.

If an item is originally quoted as "non-returnable / non-refundable" all sales are final. 

Shipping Charges:

We pay the shipping costs if the return is the result of our error(i.e. - you received an incorrect item or the item proves to be defective, etc.).

You pay the shipping costs if you simply change your mind about the purchase.

Our goal to ensure your complete satisfaction and we will work with you to find an amiable solution.

Return Procedure:

Call (800) 608-5210 or (619) 795-7955 to receive an RMA Number prior to sending us your package. Be sure the RMA number is prominently displayed on the outside of your shipping box.

Return Address:

International Air Tool Company

RMA#

3574 Hancock Street

San Diego, CA 92110

16. Sales Tax

Purchases delivered inside of California will be charged 7.75% sales tax. Out of state purchases are at the time of print exempt from California sales tax. E-commerce sales tax collection is currently a hotly contested issue. Our sales tax collection policies will continue evolve based on decisions made by lawmakers.

17. Secure Shopping

You can shop our website with peace of mind knowing that your credit card data is protected by some of the best data encryption technology available. Our SSL (secure sockets layer) certificate features 256 bit encryption - 2048 bit root which exceeds industry standards for e-commerce security. Also, take notice of our website address in your browser bar. It begins with "https" with the “s” standing for security. This simply means that before your data is transferred through cyberspace it will be encoded by a complex mathematical algorithm. With this kind of coding technology in place, you can be rest assured that your credit card information is secure, protected, and out of the hands of the unscrupulous.

18. Shipping Methods and Policies

We can ship to virtually any address in the world! Note that there are weight restrictions on some products, and some products cannot be shipped to international destinations.

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

We ship via the United States Postal Service, UPS, and FedEx.

19. Warranty Information

Most of our products carry a one year warranty against manufacturer’s defects. This warranty covers you in case the product you purchased turns out to have faulty parts or workmanship. In this case, simply mail the defective products with a copy of your original sales invoice to:

International Air Tool & Industrial Supply Co.
3574 Hancock Street
San Diego, CA 92110
Attention: Warranty Claims

We will then promptly coordinate the repair or replacement of your item and send you an estimated return date for your product. If you have questions regarding the warranty process, please feel free to contact our Customer Support Group or call us at (800) 608-5210.

 

 

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Contact Us

  • Toll Free:(800) 608-5210
  • International:(619) 795-7955
  • International Air Tool &
    Industrial Supply Company
  • 3574 Hancock Street
    San Diego, CA 92110

Copyright 2017 International Air Tool & Industrial Supply Company. All Rights Reserved.