Mastertools takes the safety of customers and staff very seriously. The recent outbreak of the highly contagious Coronavirus also has consequences for Mastertools and the services you are used to. We have taken a number of measures to prevent further spread. As a result, our services will differ from what you are used to from us. You can read here which measures we have taken and what the possible consequences are.
Customer service availability
From now on, our customer service is no longer available by phone. Our employees work from home as much as possible. Would you like to contact us? Please send an e-mail: customerservice@mastertools.nl
Pick up at Mastertools
The option to collect from Mastertools can no longer be selected. This is to limit contacts as much as possible. Choose one of our delivery options. We will deliver your order to you as soon as possible.
Package delivery times
Because the pressure on postal and parcel deliverers is increasing enormously, we cannot guarantee the specified delivery times in all cases. If you take into account a longer delivery time than stated with the product, it can only be better than expected. We ask that you do not express your understanding and any frustration with a longer delivery time to the ladies and gentlemen of the parcel deliverers, who, despite everything, do their utmost to maintain our standard of living as much as possible. Suppliers also have more difficulty in delivering goods.
More information:
PostNL
Update April 10 : we have been informed by PostNL that the crowds are so great that there is a chance that there will be no collection at Mastertools on certain days. We can no longer assume that our desired delivery times will be met. In some cases there may be a delay of a few days. We are sorry but we count on your understanding.
Received Track & trace but no updates: it is possible that you have received an email from us, with a link to the Track & Trace data of your shipment, but that a message is displayed that your package has not yet arrived at PostNL . This is the result of PostNL not collecting at Mastertools and/or arrears at the sorting center in our region. A shipment receives the first scan in our regional sorting center, which means that the Track & Trace is updated. If this applies to you, the update may only follow after a (few) day(s). It is not a cause for concern, your package will be delivered but unfortunately delayed.
Part deliveries: under normal circumstances we try to deliver substantial orders (several times the minimum value for free shipping) as much as possible. In the case of several items, some of which are not in stock, this can result in a partial delivery. We normally do this on our own initiative. However, under the current circumstances, this is not done by us. In the first place to spare the couriers as much as possible and secondly to limit the pressure on our logistics department. If you have placed a substantial order and you urgently need the purchased items in stock, please send an email to customer service.
Handling warranty claims
You can still register warranty claims at Mastertools. Do this by e-mail: customerservice@mastertools.nl. However, you can count on a delayed processing. In almost all cases we send your machine to the manufacturer. We must take into account delays in transport and delays due to understaffing at the manufacturers. Our apologies.
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