Customer Help
Here, you’ll find answers to common questions about ordering, shipping, and returns. If you need further assistance, please don't hesitate to reach out to our customer service team.
Common questions answered
Orders and Shipping
ShagTools is an online store offering a large selection of high-quality flooring installation tools and supplies. We are dedicated to providing our customers with a hassle-free shopping experience, fast shipping on 1000s of in-stock products, and top-notch customer service.
To place an order on ShagTools.com, simply:
1. Browse our products or use the search bar to find specific items.
2. Select the item you want and choose any options (like size or color).
3. Click “Add to Cart.”
4. When you’re ready to check out, click on the cart icon and follow the prompts to enter your shipping and payment information.
We accept a variety of payment methods, including:
- Major credit cards (Visa, MasterCard, Discover, American Express)
- PayPal
We offer a variety of shipping options, including:
- Ground Shipping
- 2-Day Shipping
- Overnight Shipping
You can select your preferred shipping method during the checkout process.
Delivery times depend on your location and the shipping method chosen. Generally:
- Ground shipping: 3-5 business days
- 2-Day shipping: 2-3 business days *
- Overnight shipping: 1-2 business days *
You’ll receive a tracking number via email once your order has shipped.
* Order by 2pm CST Mon-Fri for same-day shipment
You can track your order by using the tracking link provided in your shipping confirmation email, by visiting the Order Status page, or by logging into your account on our website.
Yes, we offer free shipping on qualifying orders over $75!
Not all products are eligible for free shipping due to their weight or size. If an item does not qualify (typically grout, mortar, floor patch and oversized items), this will be noted on the product detail page and shopping cart. If your order contains both qualifying and ineligible items, shipping charges will only apply for the ineligible items – other items will ship for free.
No, we do not store your credit card information on our servers. For your security, all payment transactions are processed through a secure payment gateway that complies with PCI DSS (Payment Card Industry Data Security Standards). We use SSL encryption to protect your payment details during checkout. Your safety is our top priority, and we are committed to providing a secure shopping experience.
Yes, we charge sales tax in select states. You can view the applicable sales tax amount in your cart and during the checkout process. At this time, we are unable to process tax exemption requests.
At this time, we only fulfill orders within the United States.
We make it easy for our customers
Returns and Exchanges
We accept returns within 30 days of delivery. Items must be unused, in their original packaging, and include all accessories. Some items may be excluded from returns (e.g., closeouts and special orders).
To return an item:
- Contact our customer service team with your order number and the item(s) you wish to return.
- We will provide a return authorization and detailed instructions for shipping the item back.
Typically, customers are responsible for return shipping costs unless the return is due to our error (e.g., incorrect item sent). We recommend using a trackable shipping service for returns.
Once we receive and inspect your returned item, we will process your refund. You should see the credit back to your original payment method within 5-10 business days, depending on your bank’s processing times.
If you received the wrong item, please contact our customer service team within 7 days of delivery. Provide your order number and details about the incorrect item received. We’ll assist you in arranging a return and sending the correct item as quickly as possible.
If you receive a damaged or defective item, please contact our customer service team within 7 days of delivery. We will assist you with a replacement or refund.
Once your order is submitted, it is processed quickly. If you need to change or cancel your order, please contact us as soon as possible. We will do our best to assist you, but we cannot guarantee changes after confirmation.
To get in touch with our customer service team, you can either use the contact form on our website, call us by phone, or send an email.
- Email: contact@shagtools.com
- Phone: (833) 464-7424
Our hours are Monday to Friday, 8 AM to 4:30 PM CST.