At FACOM Shop, we are committed to providing industrial-grade tools to professionals worldwide. Our shipping and returns policies are designed to ensure you receive your tools promptly and have options if you need to return eligible items.

Shipping Information

Order Processing Time

All orders are processed within 1-2 business days (excluding weekends and holidays).

Shipping Methods & Delivery Times

Standard Shipping (DHL or FedEx):

  • Shipping fee: $12.95 USD
  • Delivery time: 10-15 business days after shipment

Free Shipping (EMS):

  • Available for orders over $50 USD
  • Delivery time: 15-25 business days after shipment

Note: Delivery times may vary for remote locations. We do not ship to certain areas in Asia and other remote regions.

Returns & Exchanges Policy

Eligibility Requirements

To qualify for a return or exchange:

  • Request must be made within 15 days of receiving your order
  • Items must be in original, unused condition with all packaging
  • Proof of purchase (order number) must be provided
  • Custom or special-order items are not eligible for return

Non-Returnable Items

Due to safety and hygiene considerations, the following professional tools cannot be returned:

  • Cutting Tools: Bolt Cutters, Cable Cutters, Cutting Pliers, End Nippers
  • Deburring Tools (used for metal finishing)
  • Files (all types)
  • Chisels (Flat & Cape Chisels)
  • Any tool showing signs of use or missing protective coatings

Returns Process

Follow these steps to return eligible items:

  1. Submit Request: Email [email protected] with your return request using the template below
  2. Receive Authorization: Our team will respond within 2 business days with an RMA number and instructions
  3. Package Items: Securely pack items in original packaging with all accessories
  4. Ship Return: Send to our Louisville facility at your expense (we recommend insured shipping)
  5. Inspection: Allow 3-5 business days for processing after we receive your return

Exchanges Process

For tool exchanges:

  • Follow the same steps as returns
  • Clearly indicate the replacement tool needed in your request
  • We’ll ship the replacement once we receive and inspect your return
  • You’ll be responsible for any price difference

Refund Information

Approved refunds will be processed within 5 business days of receiving your return:

  • Original Payment Method: Refunds will be issued to your Visa, MasterCard, JCB, or PayPal account
  • Timing: Allow 3-10 business days for the refund to appear in your account
  • Shipping Costs: Original shipping fees are non-refundable
  • Restocking Fee: 15% applies to commercial account returns over $1,000

Return Shipping

Return shipping is the customer’s responsibility. For your protection:

  • Use a trackable shipping service (DHL, FedEx recommended)
  • Insure the package for the full value
  • Include the RMA number on the shipping label

Return Address:
FACOM Shop Returns
13005 Mills Edge Court
Louisville, US 40272

Request Template

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear FACOM Shop Team,

I would like to request a [return/exchange] for the following item(s) from order #[Your Order Number]:

Item Name: [Tool Name]
Item Number: [SKU if available]
Quantity: [Number]
Reason: [Defective/Incorrect Item/Damaged in Shipping/Other]

For exchanges, please send: [Replacement Tool Name & SKU if known]

Additional Notes: [Any relevant details]

Best regards,
[Your Full Name]
[Your Business Name if applicable]
[Your Contact Number]

Damaged or Defective Tools

If you receive damaged or defective professional tools:

  • Notify us within 48 hours of delivery
  • Include photos of the damage/defect
  • We’ll arrange a prepaid return label if needed
  • Expedited replacement shipping available for commercial clients

Commercial Account Returns

For workshop managers and bulk purchasers:

  • Contact your account representative for returns over $500
  • Pallet returns must be properly secured
  • Commercial credit memos available for future purchases

Questions?

Contact our professional support team: