Frequently Asked Questions
What does warranty cover?
Warranty covers a tool's workmanship and materials only (manufacturer defects).
What does warranty not cover?
Warranty does not cover misuse, abuse, and/or lack of maintenance. Examples include dropping the tool, failure to lubricate the tool (using oil and/or grease), rust inside the tool due to water in the air line, or using a tool to perform a task for which it was not designed or intended (such as using a 3/8" impact wrench to remove car lug nuts). Also, if a customer opens up their tool to attempt their own repair prior to sending it in for warranty repair, or if the tool has any missing parts, this also invalidates the warranty.
Please visit our warranty service page for more information.
Which kinds of tools do you not fix?
We do not fix hydraulic tools or jacks, air hoists, tire gauges, air meters, stud welding guns, very large/non-portable table saws, power washers or gas-powered equipment of any type.
Do your technicians repair the tools themselves?
Yes, in almost all cases. For a handful of tool manufacturers, we send tools directly to their service center for warranty repair. We will inform you if we need to forward a tool for service.
Do you always notify the customer with an estimate? Or do you automatically perform the repair?
We repair tools only when we feel it's cost-effective to do so: generally up to 65% of their retail cost. Because we are so confident in our assessments, we prefer that our customers pre-approve the repair, which often results in the fastest turnaround time possible. However, if you would like an estimate regardless of our assessment, please make sure your estimate request is noted when you ship your tool for service.
Do you charge an estimate fee? What if I choose not to have my tool repaired?
If you request an estimate and decline the repair, you will be charged a return fee of $10.00 plus any shipping costs. Determining an estimate may require disassembling the tool; if you would like your tool to be reassembled before it is returned, you will be charged $12.00 plus any shipping.
|Fee||Amount||When does it apply?|
+ shipping and taxes
|Repair declined and tool is to be returned, likely disassembled|
|Return Reassembled Fee||$12.00|
+ shipping and taxes
|Repair declined and tool is to be re-assembled prior to return|
Can you tell me how much a repair will cost before I send in the tool?
We are unable to provide an estimate of how much a repair will cost until we have inspected the tool and determined which service and parts are needed for the repair. The repair cost will be the labor charge plus the cost of any parts needed. The repair cost does not include any return shipping or applicable taxes.
Can I provide you with a maximum repair cost?
Yes, just put the maximum repair cost you are willing to approve on the tag you affix to the tool. We will then only contact you if the estimate repair cost is greater than the amount indicated.
How and where do I ship my tool?
Please package the tool carefully and ship using any postal service. Ship to our repair facility at the following address:
371 WEST AVENUE
TALLMADGE, OH 44278
For more tips on sending in your tool and to dowload a packing slip, go here.
How much I will pay for return shipping?
You will only pay actual return shipping costs.
How long does it take to complete a repair or service?
It will depend on whether we need to order parts or if the parts are in stock in our warehouse. Most tools are assessed within 48 hours of their arrival at our facility, and there may be a wait of 2-3 weeks if we need to order parts. Once the problem has been identified, you will be contacted to approve an estimate repair cost if an approval is needed. Most repairs are completed and shipped within 5 days upon approval of the estimate.
Parts are no longer available for my tool. Can you repair it?
We do stock used parts to help decrease repair costs and delays. However, not all old tools are worth repairing, and it depends on how its durability and performance compares with a brand new tool.
Obsolete or discontinued parts are not available to order from our site. You can, however, submit a request through our contact page for additional research to see if a substitute item may be available.
What should I do if I have issues with a recently repaired tool?
Please check for any common environment issues or common problems related to pneumatic air tools. If the problem persists, you can ship the the tool back to us. Make sure you provide a detailed description of the problem so that we can quickly and confidently address any issues and get the tool back to you as soon as possible.
I would like to repair my tool myself. Can I just buy parts from you?
How long does it take to ship ordered parts?
If parts are in stock, they will ship the next day. If the parts you ordered are out of stock or non-stock special order items, the average wait time is 2 to 3 weeks.
Occasionally manufacturers will discontinue an item without notice. In the event that an ordered item becomes unavailable, we will inform you and refund you accordingly.
What happens if an item is on backorder?
If an item is on backorder, we will attempt to contact you as soon as possible. You will have the option of cancelling the order or waiting until the backorder is filled.
What does it mean if a part requires a special order?
Special order parts will be quoted on each order, but prices and lead times are subject to change without notice. Special order parts will not be considered for return and credit.
Who makes your parts?
The vast majority of our parts are OEM replacement parts made by the original manufacturer. The aftermarket parts that we stock are mostly parts for tools that are obsolete or no longer manufactured.
What is your return policy?
We want our customers to be happy with their ordering experience. You can return your item within 45 days of purchase for a full refund.* After 45 days, there will be a 15% restocking fee charged against the refund. Refunds are valid only for parts that are received back in the same condition in which they were shipped. All parts damaged or installed in a tool will be assessed for any value that they may still have. The customer is responsible for paying the return shipping to us, unless otherwise authorized.
* Excludes special order items, as mentioned above
What is a reconditioned tool?
Reconditioned tools have been refurbished to the manufacturer’s factory specification by our trained technicians and tested for performance. They come with a 90-day warranty that covers workmanship and materials. Misuse, abuse, and or lack of maintenance is not covered under warranty. Pictures are taken to represent an average condition tool. Actual tool condition will vary and quantities are limited and change daily. If there is a tool model that you do not see listed here, please feel free to contact us with your request via our contact page.
What forms of payment do you accept?
We accept major credit cards (i.e. Visa, MasterCard, and Discover). You may enter this information on your online account, or we will call you for payment before your items are shipped. You may also choose to send us a check or money order, but your tools or parts will not be shipped until we receive the payment.
Sensitive credit card information is not stored in our database, and all transactions through this website are encrypted and secure.
Will PTR share my contact information with other companies?
We will never sell your personal information or give it out to any other company for any reason. You will only be contacted by us when you place an order and when your order status changes prior to shipping.
What if I have a question not answered here?
Please feel free to contact us. We'd love to hear from you!< Back to resources