Frequently Asked Questions

Do you have any current promotion codes?

CriticalTool often runs promotions, specials, and discounts on our products. To receive information about these discount offers please sign up for the CriticalTool newsletter by registering online.

I received my welcome e-mail, but why isn�t the promotion code working?

Please make sure you approve your registration email and allow ample time to receive the promotion e-mail. The promotion code will work once logged into an account with the email provided. If you are not logged into the website under that email address the promo code will not work.

I signed in as a new user, when will I receive my promotional code?

The promotion code will arrive via email after approving your registration. Please allow ample time to receive this e-mail.

Can I use a purchase order?

If you are paying via credit card and need to reference a purchase order you can do so in checkout. Customers with approved Net 30 terms can use a purchase order to bill their account. If you are a new customer requesting Net 30 terms, please contact us at 800-511-8652 for a credit application.

I created an account; how do I add my tax exemption?

Email your tax-exempt certificate to [email protected]

We are tax exempt, why am I being charged tax?

The website automatically charges tax in states where Critical Tool collects sales tax. If you are tax- exempt please e-mail your tax exempt certificate to [email protected]. Due to the recent Wayfair decision, sales tax is now charged in most states.

How long does it take to ship?

Generally, 24-48 hours on most products depending on order time, day and availability.

Do you offer expedited shipping?

We do not offer expedited shipping services online. If expedited shipping is required; please contact us at 1-800-511-8652 for assistance in placing the order and estimated shipping charges.

Why is the cost of shipping so high?

We offer free ground shipping at $99 on most items. Orders under $99 are charged a flat shipping fee to cover small order processing. Some large items may incur additional shipping charges, we will contact you with freight charges prior to processing your order. These items are noted in the cart that the shipping is TBD.

Do you ship internationally?

We do not currently ship internationally.

Your site says free shipping, why am I being charged for freight?

Some item exclusions apply to free shipping at $99, Please contact us via chat or at 1-800-511-8652 if you have questions regarding freight.

Can I pick up onsite?

We are limiting customer pickups for the safety of our employees, please contact us for approval.

Do you have a size chart?

We have multiple size charts available depending on the manufacturer, please contact us via chat or e-mail for a copy.

I have a quote, but I can�t find it in my account.

Online quotes are currently unavailable as pricing and product availability varies. Please contact your Sales Representative or a customer service team member to assist you in placing your order at 1-800-511-8652.

I made a mistake on my order; how can I correct this?

Orders in our system are sent directly the warehouse after order placement. Please contact us immediately after you realize that an error was made. We will do our best to help correct orders when possible.

Can I cancel an order?

Orders can be cancelled if the item has not been picked, packed and/or shipped. If your order is in transit, we are unable to cancel the order. If you have purchased PPE and/or respiratory products and would like to cancel an order; please contact us as some items may not be returnable. If you would like to request a cancellation, please contact us at 800-511-8652.

Why won�t my credit card go through?

CriticalTool utilizes the highest level of credit card security. The billing address must be entered exactly how it appears on your billing statement with your financial institution. Please do not try to authorize the card multiple time as this could create a lock on your account. If you are having difficulty; please contact us at 1-800-511-8625.

When will I be charged?

An authorization for funds is placed on the card when the order is placed. The card is not charged until items have shipped.

You charged my card when I placed the order, why am I being charged again?

Your card was only authorized at time of order placement. The card is charged after shipment.

Can I return an item?

Yes, we have a 30-day return policy, exclusions apply. Items must be in original packaging and unopened for a refund. Please contact us for a return authorization prior to sending your order back. Orders returned to our warehouse without authorization will not be refunded.

Where do I send my return?

Customer service will provide the address and return goods authorization number.

How soon will I be refunded after a return?

Within 2 weeks of return verification.

When will I receive a tracking number?

Tracking numbers are provided after shipment. Tracking numbers are also listed on e-mailed invoices at the bottom of the invoice.

Is there a discount if I order in bulk? What is considered bulk ordering?

Yes, please submit a bulk order form for evaluation. We will review your request and get back to you.

Do you sell Wholesale?

Yes, exclusions apply. Please submit a bulk order form to us.