HEX AUGER EXTENSIONS

Any issues with order deliveries must be reported within 14 days of the delivery date. Please see below for further details.

1. Order Processing and Changes

We are diligently processing orders. Requests for cancellations, order changes, or address changes must be made by calling 800-342-3876. Email requests for changes or cancellations are not accepted or guaranteed. Additional fees may apply, and all orders are subject to a restocking fee.

2. Shipping from DTS Policy

Same Day Shipping Cut-Off: 12 PM EST is the cut-off time for same-day shipping.

Carriers: DTS ships via UPS, US Postal Service, FedEx, and DHL. Contact us if you require a specific carrier, additional fees may apply.

Transit Times: Transit times are not guaranteed.

Expedited Services: Available (excluding chemicals). Contact us for details.

Weekend/Holiday Consideration: Weekends/Holidays are not applicable unless a Saturday service is requested.

Refusal of Delivery: Results in additional fees for redelivery.

3. Factory Direct Shipments (Drop Ship) Policy

Availability and Lead Time: Contact us to confirm availability and lead time.

Lead Time Definition: Days to process, pack, and arrange an order for shipment (excluding shipping time).

Standard Lead Times: Between 2-5 days.

Order Processing After 12 PM EST: Orders placed after 12 PM EST will be processed the following business day.

Refusal of Order: Results in additional shipping fees and/or additional days in transit.

4. LTL Policy

Disclosure of Residential Addresses: Must be disclosed at the time of order, additional fees may apply.

Commercial Sites Requirements: Must be commercially zoned with truck access, accessible loading dock, or forklift on-site.

Additional Fees May Apply If:

•Address is deemed residential by the carrier

•Original request did not include liftgate services

•Redelivery is required

•An appointment time is requested

•Shipment arrives severely damaged or tampered – note at the time of delivery, refuse delivery, and contact us immediately.

5. Will Call Policy

Availability: Select items may be available for Will Call. Contact us for details.

Requirements: Designated PU number required for Will-Call pick-ups.

Receiver Information: Accurate information must be provided at the time of order processing.

Pick-Up Release: Will-Call pick-ups released only to designated pick-up name with PU number.

Storage Fees: Failure to pick up within 3 business days of confirmed availability may result in additional storage fees.

6. International Order Policy

Global Shipping: DTS ships worldwide via various logistics partners.

Additional Handling for International Orders: All international orders require additional handling for accurate processing.

Shipping Terms:

•Shipping fees are non-refundable.

•FOB shipping. Receiver is responsible for all duties and applicable taxes.

•LTL shipments require complete information from the customer's freight forwarder at the time of order.

Required Information for International Orders:

•Written request for all items.

•Verified and agreed-upon payment method (prepayment required; wire transfer may be requested).

•If shipping to a freight forwarder: domestic delivery address, contact information, and export documents.

Important Notes:

•DTS is not liable for inaccurate or insufficient information leading to additional shipping fees.

•All shipping fees are FOB. DTS does not pay for customs, duties, or taxes.

•Additional fees apply to residential/limited access addresses.

7. Final Sale Policy

•Any product on clearance, made to order, or customized is FINAL SALE. No exceptions.

Please note: Any order discrepancies must be addressed within 14 business days of receipt.

Thank you for choosing Diamond Tool Store (DTS). We are committed to providing high quality products and reliable service. Please review our Returns and Exchanges Policy below to ensure a smooth experience.

Order Modifications How to Make Changes: All requests for cancellations, order changes, or address modifications must be made by calling 800-342-3876.

Important: Email requests for changes or cancellations are not accepted and cannot be guaranteed.

Additional Charges: Address corrections, rerouting, or order modifications after processing may incur additional carrier or administrative fees.

Please Note: We strongly recommend reviewing your order details carefully before completing your purchase to avoid modification or cancellation fees.

Order Cancellations Orders are processed quickly and begin moving through fulfillment shortly after being placed. This may include payment processing, inventory allocation, administrative handling, and warehouse preparation.

Because of this, cancellation requests may be subject to a 5%–10% cancellation fee , depending on the status of the order at the time the request is received. This fee helps offset non-recoverable costs such as:

• payment processing fees • administrative and labor expenses • inventory allocation and restocking • order handling and documentation

Orders that have already shipped cannot be cancelled and must follow the return process.

Please note: custom, made-to-order, or special-order products cannot be cancelled once production or processing has begun and are not eligible for refunds.

If you need to request a cancellation, please contact us as soon as possible with your order number so we can review your request.

Restocking Fees and Non-Refundable Products Non-Refundable Items: All chemical products are non-refundable.

Custom or Made-to-Order Products: Items that are custom manufactured, made-to-order, or special order are non-refundable and not eligible for return.

Unused Merchandise: Returns for unused items are accepted within 30 days and are subject to a restocking fee of up to 40% , depending on the condition and brand.

Return Shipping: Customers are responsible for return shipping unless the error was made by Diamond Tool Store.

How to Return a Product Get an RMA Number: Before returning any product, you must obtain a Return Merchandise Authorization (RMA) number.

Contact Options:

Email: euroasia@diamondtoolstore.com Phone: 800-342-3876

Important Reminder: Returns or exchanges will not be accepted without an RMA number.

Damaged Items in Shipping Upon Delivery: Inspect your shipment carefully before accepting it.

What to Do:

• Notify the delivery driver immediately if there is visible damage. • Retain the box, packing materials, and any damaged items.

Next Steps: Contact us immediately so we can file a claim.

Email: euroasia@diamondtoolstore.com Phone: 800-342-3876

For freight or truck line deliveries, examine the shipment before signing the delivery receipt . If damage is present, note it on the delivery document and contact us immediately with photos so we can begin a claim.

Final Sale Items Products on clearance, custom-made, made-to-order, or specially manufactured items are considered FINAL SALE and are not eligible for return, refund, or exchange.

Helpful Resources To review our shipping policy, please click here.

If you have any questions or concerns, please contact us at euroasia@diamondtoolstore.com or call 800-342-3876 . Our team will be happy to assist you.