Question 1

When will my order ship?

Accepted Answer

All orders are processed and shipped within 1–2 business days (Pacific Time, Los Angeles). Processing excludes weekends and public holidays. We ship Monday through Saturday. Orders paid before 12:00 PM (PT) usually ship the same day. During peak seasons, processing may take an additional 1–3 business days.

Question 2

Where do you ship to?

Accepted Answer

We currently ship to the contiguous United States. See details in the Shipping Policy.

Question 3

How is shipping calculated?

Accepted Answer

US standard shipping $4.9, free shipping over $79. Remote areas may be excluded from free shipping. The checkout page prevails. See details Shipping Policy

Question 4

Do you ship to PO Boxes or APO/FPO?

Accepted Answer

We do not support PO Box or APO/FPO addresses. Please use a physical street address to ensure delivery.

Question 5

How are taxes calculated?

Accepted Answer

Applicable tax based on the ship-to address is shown at checkout. Any cross-border fees are subject to your card issuer’s terms.

Question 6

How do I track my order?

Accepted Answer

You will receive a tracking number by email after shipment. You can also check the “Order Tracking” page.

Question 7

What if my package is delayed or lost?

Accepted Answer

First check the status with your tracking number. If there’s no update past the estimated window, contact our support for assistance.

Question 8

Can I modify or cancel an order?

Accepted Answer

You may contact our support within 48 hours after placing your order to request changes or cancellation. If the order has shipped, please follow the returns process.

Question 9

What payment methods do you accept?

Accepted Answer

Credit and debit cards processed via the PayPal gateway: Visa, Mastercard, American Express, Discover. A PayPal account is not required.

Question 10

Pricing and settlement currency

Accepted Answer

Follow the prices shown on our site and the checkout page. For any cross-border fees, please refer to your card issuer.

Question 11

My payment failed or checkout shows an error. What can I do?

Accepted Answer

Quick checks: 1. Verify cardholder name, billing address/ZIP code, CVV, and expiry. For US addresses, ZIP+4 is recommended. 2. Confirm available credit and that international/online transactions are enabled. Corporate cards may have amount or MCC restrictions. 3. Complete any 3D Secure verification prompts. You may also try another card or pay via PayPal without an account. 4. If it still fails, try a different network/browser and retry. Save the error code or a screenshot and email us at info@herzotool.com.

Question 12

Why isn’t my promo code working?

Accepted Answer

Check validity period, eligible products, and minimum spend. Typically only one promo code per order is allowed.

Question 13

How do I get an invoice/receipt?

Accepted Answer

A receipt is emailed after a successful order. For a formal invoice, please contact our support email.

Question 14

What are the return timeframes and conditions?

Accepted Answer

You may request a return or exchange within 30 days of delivery. Items must be unused, with all accessories, tags attached, and in the original packaging, and you must provide your order number or proof of purchase. For non-quality or non-fulfillment errors, return shipping is covered by the customer. For exceptions and timelines, see the Returns & Exchanges Policy. To obtain a return address or a prepaid label (if eligible), email info@herzotool.com.

Question 15

How do I start a return?

Accepted Answer

Start a request from “Order Details” or contact our support by email. Follow the instructions, keep your return tracking number, and we will refund to the original payment method after approval.

Question 16

What if my item arrives damaged or with missing parts?

Accepted Answer

Please email us with photos within 48 hours of receipt. We will prioritize a replacement or refund after verification.

Question 17

Do I need an account to place an order?

Accepted Answer

Guest checkout is supported. Creating an account lets you view order history and gift card balance, save addresses and payment methods, speed up checkout, and track orders and returns.

Question 18

How do I update my email or address?

Accepted Answer

Log in and update under “Account – Profile.” If you cannot log in, contact us via the service email for verification and assistance.

Question 19

How do I unsubscribe from marketing emails?

Accepted Answer

Click “Unsubscribe” at the bottom of any marketing email, or manage preferences in your account notifications.

Question 20

How do you protect my privacy?

Accepted Answer

We comply with applicable regulations and support the GPC privacy signal. See the Privacy Policy.

Question 21

How can I delete or export my data?

Accepted Answer

Email info@herzotool.com with your request. We will follow our process to assist you.

Question 22

Is inventory information real-time?

Accepted Answer

Inventory status is shown on product pages. For hot-selling items, availability may change quickly. Final confirmation depends on successful checkout.

Question 23

How can I confirm product specs and compatibility?

Accepted Answer

See “Specifications & Compatibility” and size charts on the product page. If unsure, contact support with your tool model.

Question 24

Do you provide installation guides or videos?

Accepted Answer

Common models include PDF/video guides. Check the “Documentation” section on the product page or ask us for a copy.

Question 25

Barcodes and model numbers

Accepted Answer

We apply for and maintain GS1 identifiers (GTIN/UPC) mapped one-to-one with each SKU, and we will progressively enable standardized physical barcodes across all items for easier verification, warehouse operations, and after-sales service.

Question 26

When will backordered or out-of-stock items be restocked?

Accepted Answer

The product page will show estimated timing. You can subscribe to restock notifications by email.

Diamond Tools