Frequently Asked Questions
How do I return an item?
The most convenient way to return an order is by using the return label provided with your original shipment. This lets you return your order directly to our warehouse. Once the item has been returned to our warehouse, we will process the refund onto your credit card. If your purchase was made through the Ship to Store program, please return the item to the store. Your store will then process the return and let us know to refund the card. We request that you allow 1-2 business days for your financial institution to collect and post the refund.
Can I use a personal check or money order?
At this time we only accept payment in the form of electronic transactions with a credit card or gift card.
How do I find out my shipping cost?
Shipping costs are provided very early in the order process. We provide an initial estimate in your shopping cart, and then provide additional shipping options in Step 2 of the order process. All of the shipping options and costs will be listed before any credit card information is required. There is no obligation to complete the order after reviewing the shipping costs. If you choose the “Ship to Store” option there is no shipping cost.
Do you ship to destinations outside of the USA?
We do ship to APO/FPO addresses overseas, but otherwise we do not ship outside the United States. USPS Priority Mail is your only option for shipping to Puerto Rico, American Samoa, Guam, Marianas Pacific, Palau, Virgin Islands, and APO/FPO addresses.
Can I get a catalog?
We offer seasonal catalogs through participating local stores. Please contact your local store to check on availability. Find a store near you by using our Store Locator.
Is there a store near me?
We have over 3,800 Do it Best retailers worldwide, with stores in every state of the US! Our Store Locator is a great way to find a local store. Just click the link, then enter your zip code or select your state.
How do I change my order?
If you would like to change your order you will first need to cancel your original order and place a new order. Please contact Customer Care at (855) 828-9792 to assist in this process.
When will my order arrive / Has my order shipped / What is the status of my order?
Tracking your order is very easy. Log in to your account to review your order status.
How do I cancel my order?
If you need to cancel your order, you can do so until it enters the shipping process. If you would like to cancel or change your order, please contact Customer Care at (855) 828-9792 to assist in this process.
When will my order ship?
Generally, orders placed before 5:00 pm (EST) ship the next business day. Orders placed after 5:00 pm will typically ship in two business days. If we encounter problems with your order, we will notify you by email or telephone as soon as possible.
What shipping options are available?
We reserve the right to choose the carrier for our “Ground” and “Express” options. If you desire a specific carrier we can accommodate it by having you talk with one of our customer service representatives at (855) 828-9792. We have many shipping options available: UPS Ground, Next Day Air, Second Day Air, and USPS Priority Mail. For larger orders, we might be able to have the item(s) shipped via common carrier.
Is the online price the same as in store price?
Our goal is to offer the best possible prices on channellockproducts.com as well as in our Do it Best stores. Sometimes an online price will not match a price that is offered in your local store. The local price may require additional handling, may not be available or may have other factors that influence the price difference from the online price. Please note: prices shown on channellockproducts.com are online prices only. Products that are shown as “Available for Ship-to-Store” may be shipped to stores that accept Ship-to-Store deliveries using the online price. Payment is required at the time of order. Your local Do it Best store may not honor online pricing found on channellockproducts.com. If you wish to purchase an item at your local store, the in-store pricing will apply.
Why can't I ship an item via Ship-to-Store?
In order for an item to be shipped using the FREE Ship-to-Store feature, the item must be available in the warehouse that services your local store. If the item is out of stock in the warehouse or the store does not offer the Ship-to-Store feature, you will need to order using one of our standard or express shipping methods (shipping charges apply). Some items may be too large or may damage easily. These items typically require Ship-to-Store as your only shipping option.
Why can't I checkout using Ship-to-Store?
Once you have chosen your preferred online store, the website will verify that the product is available in the local warehouse. If the item is available, you will see "Available for Ship-to-Store" underneath the product name in the shopping cart. If the text reads "Not Available via Ship-to-Store" the item is not available for this option and the Ship-to-Store delivery method will disappear.
What forms of payment do you accept?
We accept Visa, Discover, American Express, Do it Best Gift Cards, and MasterCard.
Can I use my Rewards Card on channellockproducts.com?
The rewards cards are specific to member stores. Please contact the local store where you applied for your rewards card to find out detailed information on how the rewards work and the benefits you can receive.
I just received my order and you sent the wrong item!
We hope to make shopping at our site a positive experience every time and apologize if we made an error with your order. We will work to get this taken care of as quickly as possible. You can reach our Customer Care Representatives at (855) 828-9792, by email at firstname.lastname@example.org.
Do you have a toll-free number to call?
Yes! You can reach us toll-free at: (855) 828-9792. You can also email one of our Customer Care Representatives at email@example.com.
My order arrived damaged, what should I do?
If your order arrived by UPS or FEDEX, we will have them pick it up. Please re-package the order, with the paperwork inside, and attach the return label to the outside of the box. Contact one of our Customer Care Representatives at (855) 828-9792 or by email at firstname.lastname@example.org. UPS or FEDEX will arrive within seven business days to pick it up. If you are not going to be home, please leave the package where UPS would normally make a delivery. If UPS misses you, they will leave a pick up notice indicating when they will return.
Where can I find a Safety Data Sheet (SDS)?
A link to request an SDS for any of our products is available on every product detail page below the item “Specifications” under “More Information”.
My promotion code won't/didn't work!
Promotion codes can be set up in various ways. Some examples are one-time use codes, or codes for specific departments. When you enter the promotion code in the text field and click Enter, a message will normally display any reasons why the promotion code is not being applied to your order. If this does not occur, please contact our Customer Care Representatives at (855) 828-9792, by email at email@example.com.
How do I apply a not for profit tax id to my order?
To apply a not for profit tax id to an order, there is an approval process first. Please enter your information when setting up your login with us. Please call us at (855) 828-9792 from 7:30 am to 7:00 pm Eastern if you have any difficulties. We will ask you for your tax exempt certificate. Or, if you prefer, fax your certificate to 260-748-5409 along with your contact information. Once we have approved it, you can enter your tax id number on the Shopping Cart page to get a tax exemption on your order. If you have any questions regarding this, you can also email us: firstname.lastname@example.org