FAQ

1. What Is Ontqwja Tools?

Ontqwja Tools is an online hardware store operated by ONTQWJA INC. We focus on practical hand tools, workholding products, and storage for home repairs, maintenance, and workshop projects.

2. What Products Do You Sell?

Our range includes socket sets, torque wrenches, ratcheting combination wrenches, pipe wrenches, one-handed bar clamps, and tool storage. Visit the individual product page for current availability, dimensions, included components, and operating limits.

3. How Do I Choose the Right Tool?

Start with the job and the size of the fastener or workpiece. Check whether you need SAE or metric sizes, the correct socket drive size, a particular torque range, or a specific clamp opening or pipe capacity. For storage, compare the internal space and load limit with the tools you intend to keep inside.

If a detail is unclear, email us with the product link before ordering.

4. Are Accessories or Tools Shown in Photos Included?

The product description and included-items list determine what comes with a purchase. Workshop props and items used to demonstrate a product are not included unless the listing says they are. Contact us if you need help confirming the contents of a set.

5. Where Do You Ship?

We ship to valid addresses within the contiguous 48 United States.

We do not ship to Alaska, Hawaii, Washington, D.C., Puerto Rico, other U.S. territories, APO/FPO/DPO addresses, or international destinations.

6. How Much Does Shipping Cost?

Standard shipping is free on all eligible orders.

Standard Shipping Cost: $0

Any applicable sales tax is shown at checkout before payment.

7. How Long Does Processing Take?

Orders normally require 1-2 business days for processing before shipment. This covers payment verification, order preparation, and packing.

8. When Should My Order Arrive?

Standard transit time is approximately 3-7 business days after shipment. The total estimated delivery time is 4-9 business days, including processing.

These are estimates. Weather, carrier disruptions, holidays, and address issues can affect delivery. If we cannot ship within the stated processing time, we will contact you with a revised estimate and cancellation options.

9. What Counts as a Business Day?

Business days are Monday through Friday, excluding Saturdays, Sundays, and U.S. federal holidays. Our business hours are 9:00 AM-6:00 PM (UTC-5).

Orders placed outside these hours begin processing on the next business day.

10. Which Carriers Do You Use?

Orders may be delivered by USPS, DHL, UPS, or FedEx. The carrier is selected according to the destination, package, and available service.

11. How Can I Track My Order?

We email tracking details when an order ships and tracking is available. Tracking activity may take 24-48 hours after shipment confirmation to appear on the carrier's website.

If tracking is still unavailable after that time, send us your order number at info@ontqwjatools.com.

12. What If My Order Is Delayed or Marked Delivered but Missing?

Check the tracking details, delivery address, and nearby delivery locations. Ask other household members whether they accepted the package. If you still cannot locate it, contact us with your order number. We will help investigate with the carrier and arrange an appropriate resolution.

13. Can I Change or Cancel My Order?

Email info@ontqwjatools.com within 24 hours of placing your order. Include your order number and the requested change. Changes and cancellations are not guaranteed after processing or shipment has begun.

14. What If I Entered the Wrong Shipping Address?

Contact us within 24 hours of ordering. Include your order number and the complete corrected address. Once processing or shipment has begun, we may be unable to change it. We will explain any additional redelivery cost and obtain your agreement before arranging a paid redelivery.

15. What Is Your Return Period?

We accept eligible return requests made within 30 days after delivery. Contact us before mailing any item back. Our Refund Policy provides the full return conditions and instructions.

16. What Condition Must a Return Be In?

For a change-of-mind return, the product must be unused, undamaged, and in its original condition, with included parts, accessories, and manuals. Use the original packaging when available and pack the item securely. An order number or other proof of purchase is required.

Different considerations apply when an item is defective, damaged, or incorrect; see our Refund Policy.

17. What Should I Do If an Item Arrives Damaged, Defective, or Incorrect?

Please contact us within 3 days after delivery. Include the order number and clear photos or video of the product, issue, packaging, and shipping label when available. Stop using an item if it could be unsafe and keep the packaging while we review the issue.

The 3-day reporting request does not remove rights under applicable law.

18. Who Pays for Return Shipping?

You pay return shipping for a change-of-mind return. Ontqwja Tools covers reasonable return shipping costs for confirmed damaged, defective, or incorrectly shipped products. Contact us first for a prepaid label or approved return instructions.

19. Do You Charge a Restocking Fee?

No. The restocking fee for an approved return is $0.

20. Where Do I Send a Return?

Our authorized return address is:

ONTQWJA INC
18272 CARDINAL LN
GULFPORT, MS 39503
United States

Do not send a return without prior authorization. Email info@ontqwjatools.com for the return instructions.

21. When Will I Receive My Refund?

We inspect returned products and notify you of the decision within 2 business days after receiving the return. Approved refunds will be credited to the original payment method within 5 business days of approval.

If the refund has not appeared after that period, contact us so we can trace it with the payment provider.

22. Do You Offer Exchanges?

We do not offer direct exchanges. You can return an eligible product for a refund and place a new order for the item you prefer.

23. Which Payment Methods Can I Use?

Available payment methods may include Visa, Mastercard, American Express, Diners Club, Discover, Apple Pay, and Google Pay. Only the options shown at checkout are currently available for your order.

24. What Currency Do You Charge In?

All prices and payments are in U.S. dollars (USD). Applicable taxes and the final amount are shown before payment.

25. What If a Payment Fails or Appears Twice?

Check for an order confirmation before attempting payment again. A pending bank authorization is not necessarily a duplicate completed payment. If you believe there is a problem, send us your order number, transaction date, and amount. Never email complete card numbers or security codes.

26. How Should I Use and Care for My Tools?

Follow the instructions and warnings supplied with the product. Use the correct tool and size, stay within stated working limits, and wear appropriate protective equipment. Inspect tools before each use and stop using damaged items.

Keep tools clean and dry, and follow the product's storage and maintenance instructions. Contact us if instructions are missing or a specification is unclear.

27. Can I Get Help With Product Specifications?

Yes. Email the product name or link and the question you need answered. We can help clarify the listed dimensions, contents, and compatibility information so you can decide whether the product suits your task.

28. How Can I Contact Customer Service?

Email: info@ontqwjatools.com
Phone: --
Customer Service Hours: Monday-Friday, 9:00 AM-6:00 PM (UTC-5)
Closed: Saturdays, Sundays, and U.S. federal holidays

Please include your order number for order-related questions. Messages received outside customer-service hours are handled when service resumes.