Help centre

Every product page shows a delivery estimate for your country — something like “Delivered Thu 24 – Wed 30 Sep”. That is the time we need to get the part out of the door, plus the usual journey to your address, counted in working days from our 11:00 CET cut-off. Order before 11:00 and today counts; after that, tomorrow does.

It is an estimate rather than a cast-iron date. A late delivery into us, a carrier having a bad week or a public holiday can all shift it. Here is how we work the date out.

While it is on its way

You will get a tracking link the moment your parcel leaves us, and you can ask us where it is whenever you like. If your order includes parts we keep in different places, it will arrive as more than one parcel, each with its own tracking.

If a product page does not show a date

A few parts are built or restocked to order, and we would rather say nothing than invent a date. Ask us before you buy and we will find out for you, so you know what you are waiting for before you commit.

If we miss the window

Tell us, and you can give us a reasonable amount of extra time. If we still have not delivered by the end of it, you can cancel and we will refund everything you paid for that order, including the delivery charge. The exact wording is in section 5 of our terms.

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Before it has been dispatched

Email info@tracktoolfactory.com with your order number as soon as you can and tell us what you would like changed — a different size, a corrected address, or cancelling altogether. If it has not left us yet, we will do everything we can. Parts we have ordered in specially for you are the hardest to stop, so the sooner you write, the better the odds.

After it has arrived

You have 14 days from the day it arrives to change your mind, and you do not need to give a reason. Returns and refunds covers how that works and what it costs.

If the address is wrong

Do have a quick look at the delivery address before you pay. Once a carrier has the parcel we cannot redirect it, and an address that was wrong when it reached us is the one delay we cannot fix for you.

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Email info@tracktoolfactory.com with your order number and, if you can, photos of the part and of the box it came in. Pictures of the outer packaging are what settle a claim with the carrier, so do take them before the box goes in the bin.

Who carries the risk

Your parts travel at our risk until they reach you. If a carrier damages or loses a shipment, sorting it out with them is our job, not yours.

What happens next

Depending on the part and what has gone wrong, we will repair it, replace it or refund it. We will tell you which before anything happens, and we will not ask you to post anything back until we have agreed what we are doing.

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Changed your mind?

You have 14 days from the day your parcel arrives to tell us, and you do not need to give a reason. Use our withdrawal form or email info@tracktoolfactory.com with your order number and a line saying you would like to withdraw. You then have another 14 days to get the goods back to us.

What it costs

Return postage is yours, unless the part is faulty or we sent you the wrong one. You are welcome to unpack a part and handle it the way you would in a shop; if it has been used beyond that, we may deduct the drop in value from your refund.

Where to send it

TrackTool Factory, Attn: Returns Department, Sluispolderweg 7A, 1505 HJ Zaandam, the Netherlands. Please pop your order number in with it.

When you will get your money

We refund everything you paid, including the standard delivery charge, within 14 days of hearing from you. We may wait until the goods are back with us, or until you show us they are on their way, whichever comes first. It goes back the way you paid and it costs you nothing. If you return only part of an order the original delivery charge stays, and if you picked a delivery option dearer than our standard one, we refund the standard amount.

What cannot come back this way

Parts made to your specification or personalised for you, and sealed goods that cannot be returned for hygiene reasons once they are open. A faulty part is a different story — see damaged or missing.

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We take card (Visa, Mastercard and American Express), iDEAL | Wero, PayPal, Klarna, Apple Pay, Google Pay, Bancontact, BLIK, Przelewy24, EPS and Multibanco.

You will not see all of them at checkout — which ones turn up depends on your country and your device. Apple Pay and Google Pay only appear if the device you are on has them set up.

What you pay

Prices on the site include VAT, and the delivery cost for your country is there in the cart and again at checkout before you pay. Nothing gets added after that.

Buying for a company?

Have a look at business orders and VAT.

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VAT for EU businesses

Enter your company name and a valid EU VAT number at checkout. Where the reverse charge applies, VAT comes off before you pay.

Invoices

Your invoice comes as a PDF attached to your order confirmation e-mail, which we send as soon as your payment comes through. If you have an account, you can also download it at any time from My account › Orders.

Quotes and bigger orders

Tell us the parts and the car and we will put a price together. If you are a workshop or a team buying regularly, say so in your first email — it changes what we can do on lead times, and on price for a longer list.

Our details

Company

TrackTool Factory

Address

Sluispolderweg 7A
1505 HJ Zaandam
The Netherlands

Chamber of Commerce (KVK)

97296902

VAT number

NL867990375B01

E-mail

info@tracktoolfactory.com

Phone

+31 85 303 7168
Mon–Fri, 9:00–17:30 CET

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