Return & Exchange Policy

Our Return & Exchange Policy applies to all products purchased directly from Viper Tool Storage, either in-store or online. This policy outlines the conditions under which you may return or exchange products purchased from Viper Tool Storage, including eligible items, time limits, and the steps you need to take to initiate a return or exchange. It is important to note that this policy does not apply to items purchased from our retailers or products purchased secondhand.    

All returns and exchanges will need to be sent back to our warehouse:

Viper Tool Storage 
325 E Pinnacle Peak Rd 
STE 170  Phoenix, AZ 85024

Small Parcel Return Policy

Small parcel are items shipped to you via US mail or UPS ground. You will be responsible for the cost of the return postage. Once we receive the item, we will then issue the refund to the method of payment used. The amount of the refund will be the price of the item at the time of purchase minus the original cost to ship the item to you, plus a restocking fee of up to 15% when applicable. To help avoid restocking fees know that:

  • All items must be returned within 30 days of receiving.
  • All items must have proof of purchase (we will have this if the item was purchased from our website).
  • Items cannot be used or modified, and must be in sellable condition.
  • Items must be returned with all original packaging material.

Viper Tool Storage cannot be held responsible for packages that are lost or damaged in transit during the return process. Please be sure to properly package and insure all return shipments. 

To avoid delays in processing your return, please either include a note in the packaging with your name and order number, or email us letting us know the tracking number and item being returned at info@vipertoolstorage.com.

Please allow up to 14 business days for your return to be posted from the time we receive your package. If you do not receive your return, kindly follow up with us at info@vipertoolstorage.com.

Freight Order Returns

Orders are considered freight if they weight more than 150 lbs, which we generally shipped via Estes. If your order arrives through US mail or UPS Ground, it is not a freight order and you should refer to the Small Parcel Return Policy section above).

The amount of the refund will be the price of the item at the time of purchase minus the original cost to ship the item to you, plus a restocking fee of up to 15% when applicable. To avoid a restocking fee:

  1. All items must be returned within 30 days of receiving.
  2. All items must have proof of purchase (we will have this if the item was purchased from our website).
  3. Items cannot be used or modified and must be in sellable condition.
  4. Items must be returned with all original packaging material.

Viper Tool Storage cannot be held responsible for packages that are lost or damaged in transit during the return process. Please be sure to properly package and insure all return shipments. 

Once we receive the item, we will issue a refund to the method of payment used.

Please allow up to 14 business days for your return to be posted from the time we receive your package. If you do not receive your return, please follow up with us at info@vipertoolstorage.com.

Viper Tool Storage will not accept any shipment sent C.O.D (collect on delivery).

Returns From Other Retailers

Viper Tool Storage is unable to return orders purchased through our retailers. We recommend following the guidelines posted on their sites on how to begin the return process.

Exchange Policy

We’re happy to offer exchanges. Please refer to our Return Policy as stated above.

Damaged Items

At Viper Tool Storage, we aim to deliver all products to you in pristine condition. However, we understand that there may be instances where items arrive damaged during the shipping process. Therefore, to assist you promptly in such cases, refer to our damaged product policy.

REPORTING DAMAGED PRODUCTS:

  • Upon receiving a damaged product, you are required to report the issue to us within seven days of delivery.
  • You can report the damage by emailing our customer support team at info@vipertoolstorage.com. Please include your order number, a description of the damage, photos, and any relevant details.
  • You must keep all packaging materials as the shipping company will require them for the claims process.

DOCUMENTING DAMAGE:

  • To expedite the resolution process, you must take clear and detailed photographs of the damaged product and its packaging.
  • Photos should clearly show the extent of the damage and any visible signs of mishandling during transit.
  • We will need the following photos for filling a claim:
  • A photo showing the damaged item and how it was packaged inside the box
  • A photo of the damaged item
  • A photo of the packaging material used
  • A close-up photo of the shipping label with tracking number (generally starts with 1Z)
  • Two photos showing all six sides of the package (one showing top and two sides, another showing bottom and opposite sides)

INITIATING DAMAGE CLAIM:

  • Once you file a claim, we’ll promptly resolve the issue with the shipping company.
  • We will keep you informed throughout the claims process, providing updates on the status of the claim and any necessary actions required from your end.
  • The claim process for each carrier will vary slightly.

RESOLUTION PROCESS:

  • Once you initiate the damage claim, we will work diligently with the shipping company to resolve the issue as swiftly as possible.
  • Depending on the circumstances, resolution may involve replacement of the damaged product, issuance of a refund, or any other appropriate course of action.

We appreciate your cooperation in promptly reporting any damage and providing the necessary documentation. Your assistance in the claims process by saving packaging and providing photographic evidence greatly enhances our ability to resolve the issue effectively. For any questions or assistance regarding damaged products, customers can reach out to our customer support team at info@vipertoolstorage.com. By adhering to this policy and cooperating with us in the claims process, we aim to ensure a seamless resolution and your utmost satisfaction with your shopping experience.

Viper Tool Storage reserves the right to update or modify this damaged product policy as deemed necessary to better serve our customers and improve our operations.