FAQ

Frequently Asked Questions

Where do you ship from?

Terox partners with multiple warehouses strategically located across the United States, Europe, and Asia to ensure fast and efficient delivery of your power tools. Your order will be shipped from the warehouse closest to your delivery address to minimize shipping time. The specific shipping origin will be indicated in your tracking information once your order is processed.

How long does shipping take?

Shipping times vary depending on your location and the warehouse your order ships from. Domestic orders within the US typically arrive within 5-12 business days, while international orders may take 7-21 business days. Express shipping options are available at checkout for faster delivery. Please note that processing time of 1-3 business days is required before your order ships.

How do I track my order?

Once your power tools order is shipped, you'll receive an email confirmation with your tracking number and a direct link to track your package. You can also log into your Terox account and visit the "My Orders" section to view all tracking information. Simply enter your tracking number on the carrier's website (USPS, UPS, FedEx, or DHL) for real-time updates on your delivery status.

Can I cancel or change my order?

Orders can be cancelled or modified within 24 hours of placement, provided they haven't entered the processing stage. To cancel or make changes, please contact our customer support team immediately with your order number. Once an order has been processed and shipped, we cannot cancel it, but you may be eligible for our return policy upon delivery.

What is your return/refund policy?

Terox offers a 30-day return policy on all power tools from the date of delivery. Items must be unused, in original packaging, and include all accessories and documentation. To initiate a return, contact our support team for a return authorization number. Refunds are processed within 5-10 business days after we receive your returned item. Please note that return shipping costs are the customer's responsibility unless the item was defective or damaged.

What if my item arrives damaged?

If your power tool arrives damaged, please contact us within 48 hours of delivery with photos of the damage and your order number. We'll immediately arrange for a replacement or full refund at no cost to you. In cases of shipping damage, we work directly with carriers to expedite the resolution process. Your satisfaction is our priority, and we'll ensure you receive a fully functional tool as quickly as possible.

Do you offer exchanges?

Yes, Terox offers exchanges within 30 days of delivery for unused items in original condition. Common exchange reasons include receiving the wrong model, voltage requirements, or color preferences. Contact our support team to initiate an exchange - you'll receive a prepaid return label and we'll ship your replacement item once we receive the original product. Exchange processing typically takes 5-12 business days.

Why is my tracking not updating?

Tracking delays are common and can occur for several reasons: packages may be in transit between facilities, carriers may have scanning delays, or your package might be temporarily held at customs (for international orders). We recommend waiting 2-3 business days before contacting us about tracking updates. If tracking hasn't updated after this period, our team can investigate with the shipping carrier and provide you with additional information about your order's location.

Do you ship internationally?

Yes, Terox ships power tools to most countries worldwide. International shipping rates and delivery times vary by destination and are calculated at checkout. Please note that international orders may be subject to customs duties, taxes, and import fees determined by your country's customs office - these charges are the customer's responsibility. Some power tools with lithium batteries may have shipping restrictions to certain countries due to international regulations.

How do I contact customer support?

Our Terox customer support team is available Monday through Friday, 9 AM to 6 PM EST. You can reach us via email at support@terox.com, through our live chat feature on the website, or by filling out the contact form on our Contact Us page. For order-related inquiries, please have your order number ready. We typically respond to emails within 24 hours and strive to resolve all customer concerns promptly and professionally.