All orders are processed and dispatched from our warehouse in Ireland. We process orders Monday through Friday (excluding Irish public holidays). Orders are typically processed within 1 to 3 business days prior to dispatch.

Please allow additional processing time during high-volume sale events and peak seasonal periods.

Customs, Import VAT, and Taxes

Because we ship directly from Ireland (European Union):

• EU & Northern Ireland: No additional customs duties, import tariffs, or border clearance fees apply. All applicable taxes are paid at checkout.

• Great Britain (UK), Switzerland, Norway & Other Non-EU Destinations: Shipments to destinations outside the EU customs union may be subject to import VAT, customs duties, and courier handling fees levied upon entry into the destination country. These border charges are the responsibility of the customer and are billed directly by the local carrier or customs authority before or upon delivery.

Refused Deliveries & Customs Rejections

If you decide to cancel your order under statutory distance selling regulations, standard outbound shipping charges will be refunded.

However, if you refuse delivery, fail to pay required import duties/VAT at the border, or provide an incorrect or incomplete shipping address resulting in the package being returned to Ireland, you are responsible for the return costs. Any direct return freight charges or carrier "Return to Sender" (RTS) fees incurred to transport the shipment back to our Irish warehouse will be deducted from your refund.

Delivery Issues & Damaged Goods

• Damaged Goods: If your order arrives damaged or defective, please contact us promptly at info@toolgrid.eu with your order number and clear photos of the packaging and damaged items. We will arrange a replacement or issue a full refund at no cost to you.

• Missing or Non-Delivered Parcels: If your tracking indicates that a package has been delivered but you have not received it, or if your shipment appears stalled in transit, please notify us at info@toolgrid.eu. We will initiate a formal investigation with the carrier and, if the parcel cannot be located, provide a replacement or full refund.

Policy Updates

We reserve the right to update this policy to reflect operational, regulatory, or carrier changes. The version published at the time of your order governs the transaction.