Customer service

Delivery methods

Name: Toolcat Oy
Price range: $$

PostNord parcel services, B2B pallet deliveries and free collection from the Vantaa warehouse, plus customer returns.

48 h

Typical delivery time for stocked products

18kg

Maximum weight per parcel. Larger batches as pallet delivery

As little as 1 h

Collection from the Vantaa warehouse ready

We deliver products using PostNord’s transport services and ex works from our warehouse in Vantaa. The webshop’s delivery methods cover Finland. We also deliver to the other Nordic countries and the Baltics, with delivery time and costs agreed per order. Contact customer service before ordering and we will agree the delivery method. The exact prices of deliveries and related services are shown in the cart and at checkout.

PostNord MyPack Collect

PostNord MyPack Collect is pick-up point delivery for smaller parcels. In Finland, pick-up points include Matkahuolto service points and many K-Market, R-kioski and Tokmanni stores. You can check the nearest pick-up point at postnord.fi.

For a product to be delivered to a MyPack Collect point, it must meet the following conditions:

Weight: 150 g – 20 kg
Maximum dimensions within the Nordic countries: length 150 cm, length + girth 300 cm
Minimum dimensions: length 14 cm, width 9 cm, height 1.5 cm

We reserve the right to change the delivery method if the products in the cart are not suitable for delivery through the MyPack Collect service. If the products do not fit in one package, they may be delivered in several packages.

PostNord MyPack Home

MyPack Home is delivery to the door for both small and large packages. We also apply this delivery method to orders placed with the MyPack Collect service that are not suitable for that service because of their dimensions. In that case delivery is made at the MyPack Collect service price with no additional charge, provided the cart allowed the use of the service.

The MyPack Home service requires products to meet the following conditions:

Maximum weight: 35 kg per package
Maximum dimensions: length 175 cm, length + girth 300 cm
Minimum dimensions and weight: length 14 cm, width 9 cm, height 1.5 cm, weight at least 150 g

If the products do not fit in one package, they may be delivered in several packages.

Delivery time and shipment tracking

MyPack shipments are generally delivered within 1–5 working days of the dispatch date, depending on the zone. Transit times can be checked at postnord.fi. The service has no delivery time guarantee.

A MyPack Home parcel is delivered to the recipient’s door, and the recipient receives advance notification before delivery. A MyPack Collect parcel can be collected from the pick-up point against a signature, and the recipient is notified of the parcel’s arrival by text message or email according to the chosen notification method. In the Nordic countries, uncollected parcels are kept at pick-up points for 14 days, in other countries for 7 days, after which they are returned to the sender for a separate fee.

B2B pallet deliveries

For very large deliveries and for resellers we offer DPD pallet deliveries through PostNord. The products are then delivered on a pallet to the customer’s workplace or to the delivery address given.

Pallet deliveries generally arrive within 1–2 working days of the dispatch date, depending on the zone and notification method. Transit times can be checked at postnord.fi. The service has no delivery time guarantee.

Collection from Vantaa

Products can be collected free of charge from our warehouse in Vantaa. On collection, the customer must present the payment receipt for the order and prove their identity. Proof of identity requires a passport, driving licence or identity card issued by a Finnish authority.

Returns

Our webshop serves business customers, so the 14-day right of withdrawal for distance selling under the Consumer Protection Act (kuluttajansuojalaki) does not apply. Any returns are always agreed in advance with customer service (see section 6 of the terms of use). When a return is agreed, the product must be unopened, unused and in its original packaging. The buyer is responsible for the return transport costs.

Returns to our office

You can return products during opening hours directly to our office in Vantaa against the webshop’s payment receipt.

PostNord Return Drop Off

You can also make an agreed return through the PostNord Return Drop Off service:

Always contact customer service before each return.
Customer service will give you an address label for returning the products.
Leave the well-packed product, with the address label attached, at the nearest PostNord service point.

Frequently asked questions about delivery

How quickly is my order delivered?

Stock items are typically delivered within 48 hours anywhere in Finland. Normal delivery time is 1–5 working days, depending on the shipping method and destination. We also deliver to the other Nordic countries and the Baltics, with delivery time and costs agreed per order. In practice, MyPack shipments arrive within 1–5 working days of the dispatch date and B2B pallet deliveries within 1–2 working days. Neither service has a delivery time guarantee.

Can I collect my order myself?

Yes. Products can be collected free of charge from our warehouse in Vantaa. Bring the payment receipt and an identity document issued by an authority (passport, driving licence or identity card).

How long is an uncollected parcel kept at the pick-up point?

In the Nordic countries, uncollected parcels are kept at pick-up points for 14 days and in other countries for 7 days, after which they are returned to the sender for a separate fee.

How do I return a product?

Our webshop serves business customers, so the statutory 14-day right of withdrawal does not apply. Any returns are agreed in advance. Contact customer service first to get a return authorisation and instructions. Once agreed, you can return the product directly to our office in Vantaa or through the PostNord Return Drop Off service.