Order tracking
Track your order via PostNL
The standard shipping method of Mastertools is PostNL. When your Mastertools order has been shipped, you will receive a Track & Trace code. You will receive this link half an hour after processing the order. The Track & Trace code will become active after the first scan at the PostNL depot. A delivery time will be displayed when it is available.
Track order via Portena
When your order is sent with Portena, it is too heavy or too long for delivery with our other carriers. Deliveries via Portena will usually take place on a whole or half pallet. Orders placed before 3:00 PM will usually be delivered the next day.
Track & Trace says the package has been delivered, but nothing has been received
If PostNL indicates that the shipment has been delivered, but the shipment has not been received, this can be reported to our customer service. We will contact PostNL, after which they will start an investigation to find the missing package. This investigation may take several to several working days. As long as this investigation is ongoing, we will not send a new shipment.
It is possible that the driver has forgotten to put a note in the mailbox that the shipment is with the neighbors. If this is the case, this will emerge from the investigation. In this case you will receive the house number from us where you can still pick up the package.
If PostNL's investigation shows that the driver has delivered the package and you indicate that this is not the case, PostNL will want to receive a completed acknowledgment of receipt from you. In addition to this statement, we need a report from you in which you reported the missing person to the police in your place of residence. When the investigation is completed, the order will be sent again.