Find answers to the most common questions about orders, shipping, returns, payments, and more.
Orders & Shipping
How do I place an order? +
Browse our product catalog, add items to your cart, and proceed to checkout. Fill in your shipping details, choose a payment method, and confirm your order. You will receive an order confirmation email immediately after placing your order.
What are the shipping options and costs? +
We offer standard shipping (3–5 business days) and express shipping (1–2 business days) within Romania. Shipping to other EU countries typically takes 5–10 business days. Shipping costs are calculated at checkout based on your location and order weight. Orders over 500 RON qualify for free standard shipping within Romania.
How can I track my order? +
Once your order is shipped, you will receive a confirmation email with a tracking number. You can use this tracking number on our Track Order page by entering your order number and the email address used during checkout.
Do you ship internationally? +
Yes, we ship to all EU countries. For deliveries outside the EU, please contact our customer service team at contact@mytoolhouse.com for a shipping quote and estimated delivery timeline.
Payments
What payment methods do you accept? +
We accept Visa, Mastercard, PayPal, Apple Pay, and bank transfer. All online transactions are securely processed with SSL encryption to protect your financial information.
Is it safe to pay online on your website? +
Absolutely. Our website uses industry-standard SSL encryption and secure payment gateways. We do not store your credit card details on our servers. All payment processing is handled by trusted, PCI-DSS compliant payment providers.
Can I get an invoice for my order? +
Yes. A fiscal invoice is automatically generated for every order and sent to your email. You can also download invoices from your My Account dashboard under Order History. If you need a company invoice, please provide your company details during checkout.
Returns & Refunds
What is your return policy? +
You may return any unused product in its original packaging within 14 days of delivery for a full refund, in accordance with Romanian consumer protection law (OG 34/2014). To initiate a return, please contact our customer support team or visit the Returns section in your My Account dashboard.
How long does it take to receive a refund? +
Once we receive and inspect your returned item, your refund will be processed within 5–7 business days. The refund will be credited to your original payment method. Bank processing times may vary.
What if I receive a damaged or wrong product? +
We sincerely apologize for any inconvenience. Please contact us within 48 hours of delivery at contact@mytoolhouse.com with your order number and photos of the damaged or incorrect item. We will arrange a free replacement or full refund as quickly as possible.
Account & Security
Do I need an account to place an order? +
No, you can checkout as a guest. However, creating a free account allows you to track orders, view order history, save your shipping details, and enjoy a faster checkout experience on future purchases.
How do I reset my password? +
Go to the My Account page and click on "Forgot Password." Enter the email address associated with your account and you will receive a password reset link via email. Follow the instructions to create a new password.
Still Have Questions?
Our customer support team is happy to help. Reach out to us and we will get back to you as soon as possible.