FAQ

Frequently Asked Questions

General

What is TOOLBX?

TOOLBX is an on-demand delivery platform that connects builders and homeowners to the building materials they need. We are Toronto's largest network of suppliers and can source virtually any building material within 2 hours.

Founded by construction professionals, we know how important it is to finish a job on time and on budget. TOOLBX is devoted to helping builders maximize job site productivity and efficiency by ensuring your team always has everything they need to get the job done.

How do I sign up?

Create an account today on TOOLBX Web or use our mobile app! Download the TOOLBX app from the Apple App Store or Google Play Store. Once downloaded, enter your email address and press continue. You'll be asked to either join an existing company or register a new company. To join an existing company, you must be invited to the account. If you're creating a new company simply fill out the required fields, verify your email and you'll be ready to go.

When can I place my orders?

Our operating hours are Monday - Friday from 7:00AM to 5:00PM and Saturday from 7:00AM to 3:00PM. You can place an order at any time through the TOOLBX Mobile App or TOOLBX Web and you will receive an email that we've received your order, and another email once our team has confirmed your order.

Who does the shopping?

All material is handpicked by experienced TOOLBX Delivery Specialists who are trained to inspect material before purchasing. Our team members are skilled construction professionals who take great pride in ensuring only the best quality materials are brought to your job site.

What areas do you service?

Our current operating area is from: Hamilton to the west, Oshawa to the east, Newmarket to the north and Lake Ontario is our southern border.

You'll be able to see if we deliver to your exact location by entering your job site address into the TOOLBX app. If you're outside of the servicing area, send an email to orders@toolbx.com and we'll let you know if we can do it.

Where do you source my material? / what stores do you deliver from?

TOOLBX has partnered with leading suppliers in the GTA to ensure the highest quality of material is delivered to all our customers. These include New Canadians Lumber, Downtown Lumber, Home Depot, RONA, Senso Building Group, and many others which are all available to see through the TOOLBX App.

How much material can you deliver?

We have a fleet of full-sized sprinter vans to accommodate orders of all sizes. The maximum length we can deliver is 20 ft. Our maximum weight is 3250 lbs. Orders exceeding our maximum weight may be delivered in more than one trip. Orders exceeding maximum length may be fulfilled by our delivery partners.

Unsure about something? Send an email to orders@toolbx.com and we're happy to answer your questions.

Pricing

How much does it cost?

TOOLBX pricing is dynamic and is dependent on order size, distance, and the type of service you would like to receive. You will be able to see the estimated delivery fee in the TOOLBX App at the checkout screen.

The cost of material (before tax) can be seen in the product catalogue. Taxes will be included on checkout.

How do I pay?

TOOLBX accepts payment from all major credit cards. Once a delivery is completed, we will email you a copy of the invoice within 36 hours with any pertinent information for that order.

To review your orders, log into your TOOLBX Account and navigate to order history to view in-progress orders and completed orders.

Ordering

How do I order?

Easily make an order on TOOLBX by using the TOOLBX mobile app (available on the Apple App Store and Google Play Store) or by using TOOLBX Web. For additional guidance, check out our Help Centre or email orders@toolbx.com.

What happens if there is a problem with my order?

TOOLBX strives to provide exceptional customer experience and accurate material delivery. If you have a problem with your order - we want to make it right. Please contact us by email at orders@toolbx.com and we will address your concerns promptly.

How do I return material?

Material purchased by TOOLBX can be returned and refunded within 7 business days for a small restocking fee. Make a return by calling TOOLBX Support directly at 905-399-7572.

We understand that sometimes you may need to return something outside of the 7-day period, in which case TOOLBX is happy to provide a copy of the original purchase receipt so you can return the materials.

I want to cancel my order

Orders can be cancelled within 30 minutes of being placed by calling TOOLBX Support directly at 905-399-7572 or emailing TOOLBX support at orders@toolbx.com. There is no fee for cancelling an order.

The delivery fee is higher than the app said it would be

The delivery fee generated in the TOOLBX App will most often be the delivery fee you are charged. In rare circumstances the fee may differ due to extended wait times at a supplier, or if your order size is larger than you selected in the app (i.e a small order is actually a large order, or vice-versa).

Any changes in delivery fees will be communicated with you prior to completing the delivery to ensure that you're aware of additional charges beyond what was stated in the app.

My order isn't confirmed

Orders are generally confirmed within 5 minutes of being placed.  For orders placed outside of business hours, they will be confirmed prior to 7:00AM the next day. Rest assured any orders placed through the app will be delivered within the time frame you request!