Frequently Asked Questions
- What is your Money Back Guarantee?
If you're not 100% satisfied with your order, simply return it within 30 days of purchase and we'll replace your item or give you a refund for the value of the product, no questions asked.
- What is your return policy?
All returns must be within 30 days of receipt of shipment and the items must be in NEW condition in their original box.
All returns must be authorized prior to shipment. Please call us at 1-888-850-0889 or email us email@example.com to arrange return or exchange.
If product needs to be returned, you must obtain a Return Goods Authorization number (RGA#) from Gila Diamond Products, Inc. The RGA number must be written on the outside of the box. All return items must be shipped prepaid and contain copy of original invoice. All returns are subject to inspection before a replacement or credit can be processed. A 15% restocking fee will be applied to all non-defective goods returns. Returned items must be sent at the expense of the customer. All items returned for replacement or refund must be in their original packaging.
- What is your cancellation policy?
You may cancel an order by calling 1-888-850-0889 between 9:00AM-5:00PM PST Monday-Friday. Cancellations may be processed as long as the order has not been transmitted to the warehouse for shipping.
- Do you ship to international addresses?
Currently, we only ship physical addresses in the United States and Canada and APO/FPO. Under certain circumstances we will ship to the minor outlying islands. We do not ship to P.O. Boxes.
- When will my item ship?
Gila Tools ships most orders received by 6pm ET (M-F) within 24 hours. Orders received on Friday (after 5PM ET), Saturday or Sunday will be shipped on Monday. Some heavy items will ship directly from the manufacturer. Typically, this adds 1 - 5 days to the time it takes to ship out, and the actual transit time could be more or less than the estimate on the website.
Some items may be ordered to the warehouse. This typically takes between 2-7 business days before we are able to ship to the customer.
- When will my item arrive?
The expected delivery time for packages differs depending on the location. If your item is shipping from our primary warehouse, it will most likely arrive at your location within 3-5 business days of shipment. If your item is shipping directly from the manufacturer, you can expect your shipment to arrive within 5-10 business days.
- Can I track the shipment of my order?
Once your item is shipped; you will receive a shipping confirmation email containing a link to our order status page. This page provides you with a tracking number and a link to the shipping carrier's tracking page.
You may also visit our order status page and input your order number and billing zip code to obtain the same info.
- Do you offer expedited shipping?
We offer overnight, 2-Day and 3-Day shipping service for our customers on most products. We do not offer 3-Day shipping service to Alaska and Hawaii. Options and pricing are presented during the checkout process. You can also call us at 1-888-850-0889 for more information.
- Do you ship to Canada?
Yes. Though international tariffs, taxes and additional handling fees will apply. We have no way of determining these tariffs, taxes and additional handling fees at the time of shipment, and you will be responsible for paying those fees. We have no control over tariffs, taxes and additional handling fees as they are determined and collected by government agencies. Please be aware that all of our tools are designed for US Power. 120 Volts/60Hz and may or may not operate in your country. Additionally, returns and warranties outside of the US can be problematic as freight expenses will be the customers to bear
- Do you charge sales tax?
State laws require that sales tax be charged on all orders shipped to addresses within the state of California.
- What forms of payment do you accept?
We accept payment by Visa, MasterCard, American Express, and Discover Credit Cards. Gila Tools, Inc. accepts Visa, MasterCard, Discover and American Express. Orders may also be paid by Money Order or Cashier's Check by contacting us at 1-888-850-0889 to place an order. Orders will not be shipped until funds have been cleared. Credit cards will not be charged until your order or back order has been shipped. Feel free to contact us with any questions regarding our shipping policy or for rush orders.
The prices advertised on this site are for internet orders. Prices and the availability of items are subject to change without notice. Any "list prices" used on this site are the manufacturers' suggested retail prices and may not be indicative of the actual selling prices in your area. In some instances we will accept electronic check and wire transfers.
- Do you accept international credit cards?
We do accept international credit cards. For more information please call 1-888-850-0889.
Gila Tools respects your privacy. We are committed to providing our customers with a secure and safe environment in which to shop and browse. Our goal is to provide our customers with a time saving and easy to use interface to access our extensive line of products. We only use individual identifying information that you provide to us (such as your name, email address, telephone / fax numbers, title and mailing address) for purpose of serving you better. Gila Tools uses such personal information to process and ship orders, provide information about Gila Diamond Products and its products, and to selectively send you communications or discount coupons that may be of interest to you. Gila Tools will not sell any of your information to a third party and will be held by us in the strictest of confidence.
- Our website allows you to contact us directly with questions or comments about our products and services. Such activities necessarily require that personal information be provided in order to properly answer your questions and provide you the best solutions for your specific inquiry.
- Our website utilizes software that automatically monitors your visits. This monitoring includes average time spent on the site, the popularity of each page and information about your Internet Service Provider (ISP). This information is gathered to help Gila Tools measure the effectiveness of our site in providing information to our customers.
Third Party Websites Links - Our website may contain links to third-party sites. Such sites are not under the control of Gila Tools and therefore we are not responsible for the content of any such site or any link contained on such sites. Such links are provided as a convenience and the inclusion of any does not imply endorsement by Gila Tools of the site or the products found on the site.
User Comments Feedback and Other Information Submissions Provided By You - You agree that any material, information and ideas that you transmit to this site or otherwise provide to Gila Tools shall be and will remain Gila Tool's property. All transmissions will be treated as non-confidential and non-proprietary and Gila Tools shall be under no obligation of any kind with respect to such information and shall be free to reproduce, use, disclose and distribute the transmissions to others without limitation. Additionally, Gila Tools shall be free to use any ideas, concepts, know-how, or techniques contained in such information for any purpose whatsoever including, but not limited to, developing, manufacturing, or marketing products incorporating such information. You further agree that Gila Tools may use information about your demographics and use of this site in any manner that does not reveal your identity. In addition, you agree and are hereby put on notice, that you are prohibited from posting or transmitting to or from this site any unlawful, threatening, libelous, defamatory, inflammatory, pornographic, or profane material or any other material that could give rise to any civil or criminal liability under law. You are solely responsible for the content of any comments you make.
- Is my online transaction safe?
Gila Tools Limited Warranty:
All products are guaranteed against defects in material. The limited warranty does not cover improper or negligent use. The responsibility of Gila Tools, Inc. under this warranty is limited to replacement of defective products.
All Gila's diamond blades, diamond cup wheels and diamond core bits warranty if the welding part between the segment and the steel core / barrel fails during normal use, the item will be replaced free of charge.
In no event shall Gila Tools, Inc. be liable for consequential or incidental damages arising out of the failure of any product to operate properly. This warranty does not cover normal wear or damages resulting from operator abuse or misuse. Operator must comply with ANSI B7.1, B7.5, OSHA and safety guidelines furnished with each product.
- How can I contact you?
You can call us at 1-888-850-0889. Our hours are 9am to 5pm PST