Customer Service
Frequently Asked Questions
- What are e-coupons?
- Can I use my e-coupon for purchases from my distributor?
- Can I use my e-coupon to purchase Matco clothing and collectibles?
What are e-coupons?
From time to time Matco will award its customers with e-coupons. These e-coupons, good for specific dollar amounts or percentages off, can be used toward any online Matco purchase. Just make sure that when you check out you fill in the appropriate information to make sure you are credited with the coupon amount.
Back to topCan I use my e-coupon for purchases from my distributor?
Unfortunately no, at this time the use of e-coupons for distributor purchases is not allowed.
Back to topCan I use my e-coupon to purchase Matco clothing and collectibles?
Yes. Matco e-coupons are good for any purchase on matcotools.com.
Back to topHow do I become a Matco franchised distributor?
If you are interested in becoming a Matco franchised distributor, please take some time to read through our section on " Franchise Opportunities ." There, you'll find lots of great information about how and why we think a Matco distributorship is your way to a better future. You can read our extensive list of distributor frequently asked questions, ask us questions, complete an online financial application, find out if we've got an available franchise in your area, or just read up on why a Matco distributorship is your ticket to success.
Back to topDo you ship outside the continental US?
Matco Tools at this time does not sell directly to customers outside the United States through matcotools.com. International sales are done through Matco's Export Distribution located in Australia, New Zealand, Europe, Asia, and South America.
To contact a Matco Export Distributor, or for information on how to become one, please contact the Matco Tools Industrial Sales department - click here to send them a message.
Back to top- How do I remove my name from your mailing list?
- How do I change my e-mail or catalog mailing address?
- Will you share my e-mail address with other businesses?
- Will you share my mailing address with other businesses?
How do I remove my name from your mailing list?
Please select 'Your Account' from the top right corner of any page. Once there, you can select 'Update Your Account Info' to make the change.
Back to topHow do I change my e-mail or catalog mailing address?
Please select 'Your Account' from the top right corner of any page. Once there, you can select 'Update Your Account Info' to update any information currently on file.
Back to topWill you share my e-mail address with other businesses?
Absolutely not.
Back to topWill you share my mailing address with other businesses?
Absolutely not.
Back to top- How can I get a hold of a "real person" or get a question answered?
- Do you have an affiliations/partnerships program?
- Some of the links on the Matco Tools site are not functioning. What's the problem?
- Any other questions we haven't answered?
How can I get a hold of a "real person" or get a question answered?
Call our customer service representatives. They are available to help you Monday-Friday 9:00AM-5:30PM EST.
Back to topDo you have an affiliations/partnerships program?
Not at this time.
Back to topSome of the links on the Matco Tools site are not functioning. What's the problem?
Please send a message to our customer service department . In your e-mail include the complete URL (Internet address) of the page you are trying to access. We will investigate and reply to you within one business day.
Back to topAny other questions we haven't answered?
Call our customer service representatives. They are available to help you Monday-Friday 9:00AM-5:30PM EST.
Back to top- Are all of your products available online?
- Are all of your products available in your catalog?
- How can I receive a printed copy of the Matco Tools Catalog?
- How do I order offline? (What other ways can I place an order with you?)
- What if I have questions about the products online?
- Are the prices different on your website from those quoted to by my distributor?
Are all of your products available online?
Every Matco product in our catalog is available online, except custom toolboxes and special order items.
Back to topAre all of your products available in your catalog?
Yes, the products you find online are available offline through our Mobile Distributors. All part numbers are the same. New items may not be in the catalog.
Back to topHow can I receive a printed copy of the Matco Tools Catalog?
Unfortunately, we make a limited print run of our catalogs and we can not make them available to the general public.
Back to topHow do I order offline? (What other ways can I place an order with you?)
To order offline you can contact one of our distributors in your area or call our customer service representatives at 866-BUY-TOOL (1-866-289-8665).
Back to topWhat if I have questions about the products online?
Call our customer service representatives at 866-BUY-TOOL (1-866-289-8665). They are available to help you Monday-Friday 9:00AM-5:30PM EST.
Back to topAre the prices different on your website from those quoted to by my distributor?
Matcotools.com does not set the prices our distributors charge. Prices may vary, depending upon your distributor.
Back to top- How do I order? - Step by step
- How do I change my order or remove items from my Shopping Cart?
- How can I cancel my order completely?
- Why is it necessary to "register" on your site to complete a transaction?
- Why do I need to log in?
- How do I know you received my order?
- How do I know if my items are available or back ordered?
- What tax rate are you charging me?
- What credit cards do you accept?
- Is my credit card information secure?
- When is my credit card charged?
- Can I continue to pay over time as with my distributor?
- Can I continue to buy from my distributor?
How do I order? - Step by step
Ordering from matcotools.com is as simple as purchasing from any print catalog. You browse for what you want, select those items you wish to purchase, check your order for errors, and you then buy. Most steps are readily apparent from the instructions given on each screen in the process.
However, in case some of our instructions are unclear, here are the step-by-step instructions you'll need to make an online purchase. You may wish to print this screen to guide you through the purchase process.
From the Home Page, select the Catalog from which you wish to purchase (New & Exclusives, Featured Products, Tool Catalog, or Clothing & Collectibles).
Within the catalog, select the Category from which you wish to purchase. These are listed down the left side of the screen. For instance, within the Tool Catalog there are Toolboxes, Ratchets, Sockets & Sets, Wrenches & Sets, etc.
When you have selected the Category, available products will be displayed on the screen. You can enter a quantity and then click 'Add to Cart'. You place items in the cart that you might like to purchase. You can add or remove items at any time before final purchase.
If you are not registered with matcotools.com, when you click any 'Add to Cart' icon, you will be asked to register. Registration establishes your identity with matcotools.com. You must register in order to purchase matcotools.com products. You may also choose to complete a User Profile Survey and receive an eCoupon for your effort.
As soon as you have added to your cart all the items you wish to purchase, click the Shopping Cart icon in the top right corner of any matcotools.com page. The Shopping Cart icon will indicate how many items you have selected for purchase. You will then see the View Your Shopping Cart screen. Here you can change the quantity of items you have selected or remove them altogether.
If you change quantities or remove items from your cart remember to click the 'Update Shopping Cart' button.
At any time on the 'View Your Shopping Cart' screen, you can click 'Return' to continue shopping for more items.
With your order complete and correct, click 'Proceed to Checkout'.
Follow the directions on this screen to add or change your shipping, billing, or credit card information.
If you have an eCoupon, you can select to use it on this screen.
If your order is a total of 150 lbs. or less, you will be asked to select a preferred method of shipment. All costs and delivery times associated with shipping will be clearly noted for your understanding.
You will once again be shown your entire order with shipping and taxes added. Printing this screen for your records is recommended. If this information is correct and acceptable to you, then click 'Make the Purchase'. Your order is then submitted.
At this time you will be given an order confirmation number that will be used to track your order. Make note of this information. Printing this screen is recommended.
You will automatically receive e-mail updates of the progress of your order as it makes it's way to your door. In addition, you can also view your order status in the 'Your Account' section.
How do I change my order or remove items from my Shopping Cart?
On the 'View Your Order' screen you can increase or decrease the number of items you wish to order or remove them altogether. There is a 'Remove All Items' button to make this process easy.
Back to topHow can I cancel my order completely?
You can cancel your order at any time before you click the 'Make the Purchase' button. Simply remove all items from your Shopping Cart and your order will be cleared.
Back to topWhy is it necessary to "register" on your site to complete a transaction?
There are many reasons that we ask you to register for matcotools.com. Most important is that when you sign in each time it means that you enjoy a secure, personalized visit to matcotools.com. Another reason is that we can ensure a high level of service to you when we have contact information, order histories, and other information on hand. We also use your contact information-but only if you okay it-to send updates on our latest products, upcoming sales, and other promotions.
Back to topWhy do I need to log in?
Almost 100% of the information found at matcotools.com is available 24 hours-a-day without logging in. In fact, you only have to logon when ordering or returning products. When you do so, we can automatically fill in important information such as your Shipping Address or Credit Card number so you don' t have to retype them every time you order. Of course, you can choose not to keep your credit card number on file, it is merely a timesaving feature.
Back to topHow do I know you received my order?
Each order has a unique order number that is presented to you on screen at time of order. You can use this number to follow your package right to your door. We will notify you via e-mail of your order status during the fulfillment process. We will let you know when your order is ready, when and how it is being shipped, when we expect it to arrive, back order status, and so forth. In addition, you can also view your order status in the 'Your Account' section.
Back to topHow do I know if my items are available or back ordered?
Occasionally, products ordered from matcotools.com are out of stock. When this is the case, and the product hasn't been discontinued, we will place the item on Back Order for shipment as soon as it is available. You will not be charged any additional shipping for items Back Ordered. You can expect e-mail notification when the product is ready to go. In addition, you can also view your order status in the 'Your Account' section.
Back to topWhat tax rate are you charging me?
Sales tax is calculated based upon the location to which we ship the item.
Back to topWhat credit cards do you accept?
At Matco Tools we gladly accept Visa, Master Card and Discover.
Back to topIs my credit card information secure?
Absolutely. matcotools.com regards your privacy and your security as our two highest priorities. All online orders from matcotools.com, including those made with credit cards, are encrypted using SSL technology, the most secure transaction technology available today. All information encrypted with SSL is guaranteed for security, privacy, and confidentiality.
Back to topE-mail messages are not encrypted and are therefore not a secure method for transmitting credit card numbers.
If you wish to know more about how we protect your information please see our privacy and security statements.
Back to topWhen is my credit card charged?
Your credit card is charged at the moment your order is shipped.
Back to topCan I continue to pay over time as with my distributor?
At this time, matcotools.com cannot offer the ability to pay over time. This service is being considered carefully and may be available in the future.
Back to topCan I continue to buy from my distributor?
Most definitely. Matco Tools considers its distributor partnerships to be the best buying relationship in the business. We will continue to foster our franchisees and extend our reputation for service to the online world. Your distributor may have a personal website from which you can purchase Matco tools. When you buy through a distributor webpage we share a portion of the sale with the distributor. If you enjoy your relationship with your distributor, but want enjoy the convenience and additional products offered through online shopping, ask if your distributor has a web site. When you buy that way everyone wins.
Back to top- What is Matco's return policy?
- Can I return distributor purchases online?
- Can I return something I bought online to my distributor?
- How long does my refund take?
What is Matco's return policy?
Matco guarantees its products will meet your satisfaction. If you would like to know more, please read through our Return Policies section.
Back to topCan I return distributor purchases online?
Matcotools.com will accept returns of any tools still under warranty for repair or replacement. Products that you wish to return for a refund which were purchased from a distributor must be returned to that distributor.
Back to topCan I return something I bought online to my distributor?
No, but the Matco Franchise distributor may accept your warranty tools for repair or replacement. They are not obligated to process refunds for tools that were purchased online.
Back to topHow long does my refund take?
Matco will refund your purchase price within 3 days of the product's return. If you would like to know more, please read through our Return Policies section.
Back to top- How do I get the greatest number of results from my search?
- How can I make my search better?
- Are Boolean searches allowed?
How do I get the greatest number of results from my search?
By selecting the "All" search category, your search string is compared to all of the following categories: Product Name, Part Number, Manufacturer Name, Description, New & Exclusives, Featured Products. All products that match your search criteria will be listed on the Search Results Page.
Back to topHow can I make my search better?
Selecting the appropriate search category will narrow the search to a subset of products which match your search criteria. For example, a search for "metric allen wrench" within the Featured Products category will only look for featured products containing these search words. For more precise searching, it is always best to search for products by their part number, if known.
Back to topAre Boolean searches allowed?
A search performed by matcotools.com looks for all the words specified in a search. For example, a search for "metric allen wrench" within the Description search category will only return products which contain all three words in the product's description. To broaden this search, a user might limit the number of words in their search. For example, shortening the search criteria to simply "allen wrench" would, in most cases, return more results.
Back to top- How long can I expect delivery to take?
- How do I check on the status of my order?
- How will I get confirmation that my order shipped?
- How do I calculate shipping or freight charges on my order?
- How does my order ship?
- Will you contact me regarding delivery?
- Can my order ship RUSH delivery?
- Do you ship outside the continental US?
How long can I expect delivery to take?
A ground delivery will arrive in 3-4 business days.
Back to topHow do I check on the status of my order?
Please call Customer Service. They will be glad to help. You can also check the status of your order through the 'Your Account' section of matcotools.com.
Back to topHow will I get confirmation that my order shipped?
During the ordering process you will receive an e-mail when your order is shipped.
Back to topHow do I calculate shipping or freight charges on my order?
Please review shipping/handling charge table.
Back to topHow does my order ship?
All orders ship FedEx or UPS unless otherwise indicated.
Back to topWill you contact me regarding delivery?
If you so choose, an e-mail will be sent to you with your tracking number or motor freight bill of lading number.
Back to topCan my order ship RUSH delivery?
Yes, please review shipping options.
Back to topDo you ship outside the continental US?
Matco Tools at this time does not ship products outside the United States.
Back to top