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Frequently Asked Questions

Browse our comprehensive FAQ to find quick answers about ordering, shipping, returns, payments, and more. If you cannot find what you are looking for, our support team is ready to help at shop@autooltech.com.

90 DaysReturn Window
3–10 DaysUS/EU Delivery
24–48 HrsResponse Time
4 WarehousesGlobal Shipping

Ordering & Account

How do I place an order on shop.autooltech.com?Browse our catalog, add the items you need to your cart, and proceed to checkout. You will be asked to enter your shipping address and select a payment method (PayPal or credit/debit card). Once payment is confirmed, you will receive an order confirmation email with your order number and summary.
Will I receive an order confirmation?Yes. As soon as your order is successfully placed, an automatic confirmation email is sent to the address you provided at checkout. This email includes your order number, itemized list of products, shipping address, and estimated delivery window. If you do not receive it within a few minutes, please check your spam or junk folder.
Do I need to create an account to place an order?No, you can check out as a guest. However, creating an account lets you track orders, save shipping addresses, view order history, and speeds up future purchases. Registration is free and takes less than a minute.
Can I modify my order after it has been placed?We process orders within 1–3 business days, so changes are only possible before the order ships. Contact us at shop@autooltech.com as soon as possible with your order number and the changes you need. Once a shipment is in transit, modifications are no longer possible and you would need to follow our return process after delivery.
How do I cancel an order?If your order has not yet shipped, email shop@autooltech.com with your order number and a cancellation request. Orders are processed within 1–3 business days, so please act quickly. If the order has already been dispatched, you will need to wait for delivery and then initiate a return under our 90-day return policy.
Do you offer bulk or wholesale orders?Yes, we welcome bulk and wholesale inquiries. Please email shop@autooltech.com with the product names, quantities you require, and your shipping destination. Our sales team will respond within 24–48 business hours with a customized quotation, including any applicable volume discounts and shipping arrangements.
How do I track my order?Once your order ships, you will receive an email containing a tracking number and a link to the carrier’s tracking page. If you have an AUTOOL account, you can also view tracking information under your order history. Allow 24–48 hours after the shipping notification for the carrier’s system to update with scan data.
Is there a minimum order value?No, there is no minimum order value. You are welcome to purchase a single item or multiple products in a single transaction. Standard shipping is currently free for supported destinations. Any import duties or taxes charged separately by your local authorities remain the buyer’s responsibility where applicable.
What should I do if I entered the wrong shipping address?Contact us immediately at shop@autooltech.com with your order number and the correct address. If the order has not yet shipped, we can update the address. If the package is already in transit, we will do our best to coordinate with the carrier, but address changes at that stage cannot be guaranteed.

Payment & Billing

What payment methods do you accept?We accept PayPal and major credit and debit cards. If you need to pay by bank transfer, please contact shop@autooltech.com and we can arrange it on a case-by-case basis. All transactions are processed through HTTPS/SSL-secured checkout for your protection.
Is your checkout secure?Absolutely. Our entire checkout process is protected by HTTPS/SSL encryption, which means your personal and payment information is encrypted before it leaves your browser. We do not store your full credit card number on our servers. PayPal transactions are additionally covered by PayPal’s own buyer protection program.
My payment was declined. What should I do?First, verify that your card details, billing address, and CVV code were entered correctly. Check that your card has not expired and that your bank has not blocked the transaction. If everything appears correct, try a different payment method or contact your bank for further information. You can also reach us at shop@autooltech.com for assistance.
Are there any hidden fees or additional charges?No. The price displayed on the product page and at checkout is the amount you pay to us for the order under our current free-shipping policy. We do not charge a restocking fee on approved returns. However, international orders may still be subject to customs duties or import taxes imposed by your country, which are the buyer’s responsibility where applicable.
Will I be charged customs duties or import taxes?Customs duties, import taxes, and brokerage fees are determined by your local customs authority and are the responsibility of the buyer. These charges vary by country and are not included in our product or shipping prices. We recommend checking with your local customs office before ordering if you are unsure about potential charges.
What currency are your prices listed in?Prices on shop.autooltech.com are listed in US dollars (USD). If you pay with a non-USD card or PayPal account, your bank or PayPal will convert the amount at the prevailing exchange rate and may apply a small currency-conversion fee. The exact converted amount will be shown on your bank or PayPal statement.
How will my refund be returned to me?Refunds are issued to the original payment method used at checkout. If you paid by credit or debit card, the refund will appear on your card statement. If you paid via PayPal, the refund will be credited to your PayPal account. Please allow up to 5 business days after we complete our inspection for the refund to be processed, plus additional time for your bank to reflect it.
Can I get an invoice or receipt for my order?Yes. A receipt is included in your order confirmation email. If you require a formal tax invoice or a receipt in a specific format, please email shop@autooltech.com with your order number and we will send one to you within 24–48 business hours. Business customers who need VAT invoices should include their VAT number in the request.

Shipping & Delivery

Where do you ship from?We operate warehouses in the United States, the United Kingdom, Germany, and Shenzhen (China). Your order is shipped from the warehouse that best matches your delivery address to minimize transit time and shipping costs. This is determined automatically when you place your order.
How long does delivery take to the US or EU?For customers in the United States and the European Union, standard delivery typically takes 3–10 business days after your order ships. Orders are processed within 1–3 business days, so the total time from placing your order to delivery is generally 4–13 business days. Actual transit times may vary depending on the carrier and your specific location.
How long does international delivery take?For destinations outside the US and EU, international delivery typically takes 7–25 business days after the order ships. Add 1–3 business days for order processing. Delivery times vary by country and may be affected by local customs clearance procedures, which are outside our control.
Do you ship worldwide?Yes, we ship to most countries around the world from our warehouse network in the US, UK, Germany, and China. If you are unsure whether we ship to your specific country, enter your address at checkout or contact shop@autooltech.com before ordering. The checkout page will confirm whether delivery is currently available for your location.
How do I track my shipment?After your order ships, you will receive an email with a tracking number and a direct link to the carrier’s tracking page. You can use this number on the carrier’s website to monitor your package in real time. If you created an account, tracking details are also available in your order history. Please allow 24–48 hours after the shipping notification for tracking information to become active.
What happens if my delivery is delayed?While most orders arrive within the estimated delivery window, occasional delays can occur due to carrier issues, weather, customs processing, or high-volume periods. If your tracking shows no movement for more than 5 business days, please contact us at shop@autooltech.com with your order number and we will investigate with the carrier on your behalf.
Can I change my shipping address after placing an order?Address changes are possible only before the order has been dispatched. Since we process orders within 1–3 business days, contact shop@autooltech.com immediately with your order number and the corrected address. Once the package is with the carrier, we are unable to redirect it and you may need to arrange a return after delivery.
Do you offer expedited or express shipping?If you have an urgent delivery requirement, please email shop@autooltech.com before placing your order. We will confirm the currently available shipping arrangement for your destination and advise you accordingly. Published delivery windows remain estimates and may vary by region and carrier performance.
Are there any items that have special shipping requirements?Certain large or heavy items, such as industrial diagnostic equipment and smoke machines, may require special packaging or carrier handling, which can affect dispatch arrangements and delivery timing. Any important handling notes will be shown on the product page or communicated during order review where needed.

Returns & Refunds

What is your return policy?We offer a 90-day return window from the date of delivery. If you are not fully satisfied with your purchase, you may return the item within this period. The product should be in its original packaging and in a condition suitable for resale. Please contact our after-sales team before sending anything back to receive return instructions.
Who pays for return shipping?It depends on the reason for the return and the outcome of our review. For non-defective returns where you simply changed your mind, the buyer is responsible for return shipping. For defective, damaged, wrong, or materially not-as-described items, we will review the case and discuss an appropriate solution, which may include replacement, re-shipment, return instructions, refund handling, or another suitable resolution. We do not charge a restocking fee on approved returns.
Is there a restocking fee on returns?No. We do not charge any restocking fee, regardless of the reason for the return. As long as the return is initiated within our 90-day return window and you follow the proper return process, you will receive a full refund for the product.
How do I start a return?Email our after-sales team at aftersale@autooltech.com with your order number, the item you wish to return, and the reason for the return. Our team will respond within 24–48 business hours with written return instructions, including the return address and any shipping labels if applicable. Please do not send any item back until you have received these instructions.
Can I return an item without contacting you first?No. Please do not return any product without first receiving written instructions from our after-sales team at aftersale@autooltech.com. Unauthorized returns may be delayed, refused, or lost, and we cannot guarantee a refund for packages sent without prior approval. Always wait for our team to provide a return address and instructions.
How long does it take to receive my refund?Once we receive and inspect the returned item, your refund will be processed within 5 business days. The refund is issued to your original payment method (credit/debit card or PayPal). Depending on your bank or payment provider, it may take an additional 5–10 business days for the funds to appear in your account.
What if I receive a damaged or defective item?Contact our after-sales team at aftersale@autooltech.com immediately with your order number and photos or a description of the damage or defect. After reviewing the case, we will discuss an appropriate solution with you, which may include replacement, re-shipment, return instructions, refund handling, or another suitable arrangement. Please do not discard the product or packaging until the claim is resolved.
What if I received the wrong item?We apologize for any mix-up. Email aftersale@autooltech.com with your order number and a photo of the item you received. After reviewing the case, we will arrange an appropriate solution, which may include sending the correct product, providing return instructions, refund handling, or another suitable resolution. Please keep the incorrectly shipped item in its packaging until you receive further instructions.
What are my rights as an EU consumer?Customers in the European Union benefit from a 14-day statutory withdrawal period under the Consumer Rights Directive, during which you may return a product for any reason. In addition, EU consumers are covered by a 2-year legal guarantee on all products purchased from AUTOOL. These rights apply on top of our standard 90-day return policy, and whichever provision is more favorable to you will apply.
What does the EU 2-year guarantee cover?Under EU law, if a product you purchased from AUTOOL develops a defect within two years of delivery, you are entitled to a free repair, replacement, or refund. The guarantee covers manufacturing defects and faults that were present at the time of delivery. To make a claim, contact aftersale@autooltech.com with your order details and a description of the issue.
Can I get a partial refund?In certain cases, a partial refund may be issued— for example, if a returned item shows signs of use beyond reasonable inspection, or if only part of a multi-item order is returned. If a partial refund applies, our after-sales team will explain the reason and the exact amount before processing. You are always welcome to contact aftersale@autooltech.com if you have questions about a partial refund.
Can I exchange a product instead of returning it?Yes. If you would prefer a different model or variant, contact aftersale@autooltech.com with your order number and the item you would like instead. We will guide you through the exchange process. If there is a price difference, we will either charge or refund the difference accordingly. Exchanges are subject to product availability.

Product & Technical Support

Do you provide product support after delivery?Yes. Our technical support team is available to help you with setup, operation, troubleshooting, and any questions about your AUTOOL products after delivery. Reach us at shop@autooltech.com or by phone/WhatsApp at +86 189 2647 7404. Our support hours are Monday through Friday, 09:00–18:00 CST (UTC+8).
How quickly will I receive a response from support?We aim to respond to all inquiries within 24–48 business hours. Business hours are Monday through Friday, 09:00–18:00 CST (UTC+8). Messages received outside business hours or on weekends and holidays will be addressed on the next business day. For urgent after-sales issues, you may also reach us via WhatsApp at +86 189 2647 7404.
What warranty do AUTOOL products carry?All AUTOOL products are covered by a manufacturer warranty against defects in materials and workmanship. The specific warranty period varies by product and is stated on the product page. EU customers additionally benefit from a 2-year legal guarantee. For warranty claims, contact aftersale@autooltech.com with your order number, a description of the issue, and any supporting photos or videos.
How do I check whether a product is compatible with my vehicle or equipment?Each product page includes a detailed description and, where applicable, a compatibility list. If your specific vehicle or equipment is not listed, email shop@autooltech.com with the product name and your vehicle make, model, and year (or equipment model), and our team will confirm compatibility before you purchase.
Where can I find product manuals and documentation?Product manuals are included in the box with your order. Digital copies are also available on the respective product page on our website. If you need a manual that is not listed or have lost yours, email shop@autooltech.com with the product name or model number and we will send a PDF copy to you.
What should I do if parts are missing from my order?If you open your package and find that parts or accessories are missing, contact aftersale@autooltech.com right away with your order number and a list of the missing items. Include a photo of what you received if possible. We will ship the missing parts to you at no additional cost as quickly as possible.
Do you offer firmware or software updates for your products?Yes, many AUTOOL diagnostic tools and electronic products receive firmware and software updates. Update instructions and download links are typically posted on the product page or emailed to registered customers. If you are unsure whether an update is available for your product, contact shop@autooltech.com with your model number and current firmware version.

Privacy & Security

What personal data do you collect?When you place an order, we collect the information necessary to fulfill it: your name, email address, shipping address, billing address, and payment details. If you create an account, we also store your login credentials. We may collect browsing data such as IP address, browser type, and pages visited to improve our website and services. We do not collect more data than is needed to serve you.
How is my personal data used?Your data is used to process and ship your orders, communicate with you about your purchases, provide customer support, and improve our website experience. We may also use your email address to send order updates and, with your consent, occasional promotional communications. We never sell your personal data to third parties.
Do you use cookies?Yes, we use cookies and similar technologies to keep your shopping cart active, remember your preferences, analyze site traffic, and improve your browsing experience. Essential cookies are required for the website to function properly. You can manage your cookie preferences through your browser settings, though disabling essential cookies may affect site functionality.
What are my privacy rights?Depending on your location, you may have the right to access, correct, or delete your personal data, as well as the right to restrict or object to certain types of processing. EU residents have rights under the General Data Protection Regulation (GDPR), and California residents have rights under the CCPA. To exercise any of these rights, email shop@autooltech.com and we will respond within the timeframe required by applicable law.
Can I request that my data be deleted?Yes. You may request deletion of your personal data at any time by emailing shop@autooltech.com. We will delete your data promptly, except where we are legally required to retain certain records (for example, order and tax records). We will inform you if any data must be retained and the legal basis for doing so.
How is my payment information protected during checkout?All transactions on shop.autooltech.com are processed over an HTTPS/SSL-encrypted connection, ensuring that your payment details are securely transmitted and cannot be intercepted by third parties. We do not store your full credit card number on our servers. PayPal transactions are handled entirely on PayPal’s secure platform, adding an additional layer of protection.
Do you share my data with third parties?We share your data only with trusted third parties that are necessary to fulfill your order, such as shipping carriers and payment processors. These partners are contractually obligated to protect your data and may only use it for the specific service they provide to us. We never sell, rent, or trade your personal information to marketers or unrelated third parties.