At Irwin Tools, we’re committed to providing professional-grade tools with reliable service. Our shipping and returns policies are designed to give you confidence in every purchase.

Shipping Information

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays). You’ll receive an email confirmation with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping ($12.95): Shipped via DHL or FedEx with delivery in 10-15 business days after dispatch
  • Free Shipping: Available for orders over $50, shipped via EMS with delivery in 15-25 business days after dispatch

Note: Delivery times are estimates and may vary depending on your location and customs processing. We ship worldwide except to some Asian and remote regions.

Returns & Exchanges

Eligibility

To qualify for a return or exchange:

  • Item must be unused, unopened, and in original packaging with all tags
  • Return must be initiated within 15 days of delivery
  • Proof of purchase (order number or receipt) must be provided

Non-Returnable Items

For safety and hygiene reasons, we cannot accept returns on:

  • Opened/used Drill Bits & Accessories
  • All opened Knives & Blades (cutting tools)
  • Opened personal protective equipment
  • Any item showing signs of use or wear

Return Process

Follow these steps for a smooth return experience:

  1. Email [email protected] with your order number and reason for return
  2. Our team will review your request and send return instructions within 2 business days
  3. Pack the item securely in its original packaging with all included materials
  4. Include the return authorization form we provide
  5. Ship to our warehouse at the address provided in your return instructions

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service and purchasing shipping insurance.

Refund Process

Once we receive and inspect your return:

  • We’ll notify you of approval or rejection of your refund
  • Approved refunds are processed to your original payment method within 5-10 business days
  • Credit card refunds may take 1-2 billing cycles to appear
  • PayPal refunds are typically processed within 24 hours of approval

Exchanges

To exchange an item:

  1. Follow the standard return process
  2. Clearly indicate you want an exchange and specify the replacement item
  3. We’ll ship the replacement once we receive your return
  4. Any price difference will be charged or refunded accordingly

Damaged or Defective Items

If you receive a damaged or defective product:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We’ll arrange a replacement or refund and cover all shipping costs

Return Request Template:
Subject: Return Request – Order #[Your Order Number]
Dear Irwin Tools Customer Service,
I would like to request a return/exchange for my recent order:
Order Number: [Insert your order number]
Date of Purchase: [Insert date]
Item(s) to Return: [List items with quantities]
Reason for Return: [Select: Wrong item received/Defective product/Changed mind/Other]
For exchanges, please send: [Specify replacement item(s) if applicable]
Best regards,
[Your Full Name]
[Your Contact Information]

Need Help?

Our customer service team is happy to assist with any questions about shipping or returns:

  • Email: [email protected]
  • Mail: Irwin Tools, 2848 Harrison Street, San Francisco, CA 94143, United States

Note: This policy applies to purchases made directly through tools-irwin.com. For products purchased through authorized dealers, please contact the dealer for their return policy.