Shipping/Returns

ORDER PROCESSING

Upon receiving your order and any instructions noted in checkout comments, our goal is to ship your order on the next business day, subject to product availability and shipping destination. International shipments may require additional time (usually 1 or 2 days) for paperwork. Our commitment is to ship most orders within 4 business days or less. If an order has missed the estimated shipment date you will be notified with the new anticipated ship date. You will also have the option to select a different item or cancel your order without charge in the event we were unable to meet your delivery requirement. All orders are subject to acceptance by PNE International, LLC (hereafter PNE TOOLS).

PNE TOOLS offers special pricing for quantity purchases as noted on the site. Some products also require pole adapters in order to use the product correctly and to comply with warranty requirements. See product descriptions on each product detail page. If you have technical questions please email us at sales@PNETOOLS.com prior to ordering and we will respond promptly to your request. Please leave a phone number where you may be reached in the event we have further questions to expedite your order.

ORDER CANCELLATIONS AND RETURN POLICY

CANCELLING YOUR ORDER

PNE TOOLS will gladly accept any order cancellations provided they are received by email to sales@pnetools.com, phone (888-656-6110 or +1-503-439-6400), or fax (+1-503-439-6600) PRIOR to order shipment. Orders that have shipped cannot be cancelled. If you refuse shipment, original and return shipping costs will be deducted from any refund. PNE TOOLS will issue an RMA for defective product; refer to the WARRANTY section of this policy.

ORDERS PLACED ON PNETOOLS.COM, BY PHONE, OR BY FAX

All orders are considered final and cannot be returned for refund, exchange or credit. Returns are accepted for defective product or if the return is a result of our error. In such cases please contact us for an RMA (return merchandise authorization) by email to sales@PNETOOLS.com, phone (888-656-6110 or +1-503-439-6400), or fax (+1-503-439-6600). Once you obtain an RMA, return the item using a trackable and insured shipping method. PNE TOOLS is not responsible for shipping fees or lost returns. Any refund amount will be credited to the original method of payment, with the cost of shipping deducted, once the returned product is received.

PRICES

All prices are expressed in U.S. Dollars. Prices are subject to change without notice, however PNE TOOLS will honor any orders placed at the unit prices indicated on the web site.

IMPORTANT SHIPPING INFORMATION

INSURANCE: All shipments are insured, and the cost of insurance is included in the shipping quote. Tracking is provided with all UPS shipments.

USA SHIPMENTS: A physical address is required to complete your order. To the lower 48 states we prefer UPS for its low-cost ground service, exceptional tracking and predictable delivery.

Orders that exceed UPS weight restrictions require truck freight. Call us toll-free 888-656-6110 to place your order. A quotation for freight and insurance will be provided upon request. Drop ship, next day air, air carrier, and air freight orders will incur additional charges which will be added to your order total. All shipments are FOB Portland, Oregon, USA.

SHIPPING TO ALASKA, HAWAII, AND PUERTO RICO: Our experience shows US Priority Mail Delivery Confirmation and Express Mail Service Insured are most economical. UPS may provide competitive rates for larger shipments, depending on your required delivery date. Feel free to provide any further instructions in the checkout comments box. PR and US protectorates are not eligible for free shipping promotions.

SHIPPING INTERNATIONALLY including Canada and Mexico: We can ship to most addresses in the world with some exceptions. Note that there may be restrictions on some products and/or products to certain international destinations. When you place an order we will estimate shipping and delivery dates for you based on the availability of your items and shipping option you choose. Please call us at +1-503-439-6400 during operational hours, fax +1-503-439-6600, or e-mail us to arrange international shipping details.

We may select USPS Priority Mail International or Express Mail International Insured depending upon the size of the shipment. Larger shipments will usually ship by DHL AIR or OCEAN or other carrier of choice depending upon your expected arrival date. Quotations will be obtained first and communicated to you prior to shipping. All prices are FOB: Ex Works or Portland, Oregon, USA. You are responsible for additional charges for handling by carrier, duty, freight and related charges payable upon arrival to customer’s destination by the customer. Customers are obligated for all charges beyond our warehouse door. Feel free to provide any instructions you may have at time of order placement. Costs are calculated based upon weight and cube and are subject to duty and taxes upon arrival payable by the customer. For export, PNE TOOLS does not charge any extra handling charges.

SHIPPING QUESTIONS?

If you have any questions about the shipment of your order, please call us prior to placing the order on our toll-free number: 1-888-656-6110, +1-503-439-6400, fax +1-503-439-6600, or email us at sales@PNETOOLS.com.

TRACKING YOUR SHIPMENT

PNE TOOLS will provide tracking information for your order along with an estimate of expected arrival date as information is available by carrier. All shipments include a tracking number.

FREIGHT DAMAGE

Freight damage is extremely rare; however, PNE TOOLS is dedicated to assisting you.

For freight damage noted upon arrival, contact PNE TOOLS immediately and we will assist you in resolving the matter with the freight carrier, provided you follow these instructions. Do NOT return the product before contacting us, and retain ALL shipping/packaging materials. Claims for freight damage must be noted on the receiving paperwork from the freight carrier at time of delivery to qualify for relief. The customer is deemed to have accepted the order if freight damage is not noted on the paperwork, communicated to PNE TOOLS within 5 days of receipt, and a copy of the freight paperwork sent to PNE TOOLS with your notations of product condition and damage when received.

We will request photo documentation to serve as evidence of damage caused by the carrier, to include the damaged product itself, the box, packaging/cushioning, and the shipping label.  You must participate in any damage investigation required by UPS as part of the damage claim. Your cooperation is appreciated and required in order for us to issue a refund or replacement.

WARRANTY AND DISCLAIMERS

PNE TOOLS warrants its products against any defects that are due to faulty materials or workmanship. This warranty does not include damage to the product resulting from accidental misuse, abuse, loss, rust, normal wear, or freight damage. Pruner/Lopper blades or Saw blades are not warranted by the manufacturer. Any item found to be defective within 10 days of purchase will be replaced once it has been returned to our warehouse prepaid along with your RMA. PNE TOOLS will issue an RMA upon receiving your telephone call 888-656-6110 or +1-503-439-6400 or email to sales@PNETOOLS.com. A response to your request will be handled on a priority basis. A copy of the original invoice and a completed RMA must accompany any warranty claims. Shipments received without an RMA may be refused or rejected. There shall be no other warranty of any item, express or implied, and no other warranty of merchantability or fitness for a particular purpose.

DISCLAIMER OF INCIDENTAL AND CONSEQUENTAL DAMAGES

PNE TOOLS will not be liable for any incidental, consequential or other damages sustained by the Customer or any other party, person or entity resulting from the sale or use of any goods sold, whether arising from breach of warranty, non-conformity to order, specifications, delay in delivery, or otherwise.

SPECIFICATIONS AND WEB SITE LISTINGS

In a continuous objective for improvements, PNE TOOLS reserves the right to modify specifications at any time without notice by stocking the latest products, upgrades and technology as possible.

PROMOTIONS

We may occasionally offer promotions, such as "Receive one free promotional item with any order over $xxx". These promotions may end without prior notice and are subject to availability of the promotional item. Colors of free promotional items may vary. To qualify an order over a certain amount, the subtotal must equal or exceed the value threshold specified before adding shipping cost. Unless otherwise specified, free promotional items are limited to one per promotion per order. Buy-one-get-one promotions do not automatically apply to multiples of the qualifying item unless specified explicitly. Whenever possible we will include a message in the shopping cart to indicate whether your order qualifies. Free items are added to the cart automatically once qualified and when possible. Adding the free item may increase shipping cost in certain situations. The shopping cart at checkout will reflect all expected promotional items and discounts; if you have questions or concerns, contact us prior to placing your order. Promotions begin 12:00am Pacific Time of the first day and expire at 11:59pm Pacific Time of the final day.

Free Shipping promotions, if any, apply to addresses within the lower 48 United States only. Sorry, Alaska and Hawaii customers do not qualify for free shipping. Some oversize products with fixed shipping costs may not be eligible for free shipping. Any applicable order minimum to achieve free shipping is based on the order total after any other discounts have been applied. Orders that ship under a Free Shipping promotion may use any delivery carrier of our choice, and delivery dates may not be guaranteed.

APPLICABLE LAW

All orders received via our web site shall be governed by the laws of the State of Oregon, USA, without regard to conflicts of law, including the Uniform Commercial Code. Customer hereby subjects itself to the jurisdiction of, and exclusive venue in, the State and Federal Courts in the State of Oregon for the purpose of enforcing the terms of this agreement and for all other disputes regarding the goods. Customer waives any claim that such a forum is inconvenient or that there is a convenient forum.

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PNE International, LLC doing business as PNE® Tools; Portland, Oregon USA. PNE® is a registered trademark. PNE INTERNATIONAL® is a registered trademark.

PRIVACY AND SECURITY 

Your privacy and information security is important to us. PNE Tools does everything in its power to protect your personal information and keep your online order secure. 

Please review our plain-language Privacy Policy.

Updated November 15, 2022