Frequently Asked Questions

Some discount codes are mutually exclusive from other codes while some codes can be used together for one order according to the system rules. Please contact us if you have any questions regarding discount codes.  

Don’t worry, please send your discount code along with your order number and email to our customer service team. After verified, we will apply your discount for you.

To use a discount code for a free product, simply add both the product you want to purchase and the free product to your shopping cart. Then, enter the discount code at checkout and the cost of the free product will be deducted from your order total. 

Please note that the discount code for a free product must be entered at the time of purchase and cannot be applied retroactively. Also, please be aware that some free product promotions may require a minimum purchase amount to qualify. If you have any questions about using a discount code for a free product, please contact our customer service team for assistance.

Giraffe Tools is exclusively an online retailer and only sells direct to the public. We also welcome and review individual requests for wholesales. Please email your inquiry to sales@giraffetools.com.

We do offer bulk-purchase discounts for our customers. Please contact sales@giraffetools.com to get better discounts if you want to purchase in quantity. 

Giraffe Tools offers a 24-month warranty on all original Giraffe Tools new products.

We would like to kindly remind our customers that the warranty period begins from the date of purchase and cannot be transferred to another individual.

To process your warranty claim, we'll need your order number and proof of purchase. Here are two examples:

• Order number from online purchases made through Giraffe Tools or Giraffe Tools' authorized resellers.
• Sales invoice that shows a description of the product along with its price.

If your warranty claim is approved, we'll either repair or replace the product at no charge to you. If the product is no longer available, we may offer a comparable replacement or a refund of the purchase price.

• Purchases from unauthorized resellers.
• Alterations not carried out or authorized by Giraffe Tools authorized resellers.
• Products without sufficient proof of purchase.
• Second-hand products.
• Items that have expired their warranty period.
• Damage from misuse of products, including, but not limited to, improper storage, falls, extreme temperatures, water, and improper operation of devices.

Yes, there are several ways to extend your warranty. Upon which, we recommend that you extend the warranty by registering your product. You can visit this page or scan the product registration QR code printed on the box. 

By filling in the required information about the product registration, you can extend the warranty for an additional 100 days beyond the original coverage period.

Giraffe Tools will provide a replacement or refund free of charge within the specified period, provided that the above conditions are met, and the original proof of purchase is presented.

In the event that a replacement item is not available or preferred, we would be happy to offer our valued customers a full refund as an alternative option. It is our policy to replace an item with a new item of equal value when possible.

If we replace your defective product, the replacement will be covered under the same 24-month warranty as the original product. This means that if the replacement product has any defects in materials or workmanship within 24 months from the date of the original purchase, you can initiate a warranty claim and we'll repair or replace the product at no charge to you.

Please note that if you receive a full refund for your original purchase, the warranty for that product will be voided. If you later purchase a replacement product, the warranty period for the replacement will begin on the date of the new purchase.

We reserve the right to determine whether a warranty claim is valid based on our inspection of the product. Our warranty does not cover normal wear and tear, misuse, abuse, or unauthorized modifications.

If you believe that your Giraffe Tools product has a defect in materials or workmanship, please contact us at [insert contact information] to initiate a warranty claim.

To process your warranty claim, we kindly request that you provide us with the following information:

• Proof of purchase: Please provide us with a sales invoice or receipt that shows the date of purchase.
• Visible proof of the defect: Please provide us with pictures or videos that clearly show the defect in your product.
• Documentation of the troubleshooting process: We may ask you to work with us to troubleshoot the problem and provide us with information about the steps you've taken to address the issue.

We reserve the right to determine whether a warranty claim is valid based on our inspection of the product. Our warranty does not cover normal wear and tear, misuse, abuse, or unauthorized modifications.

If your warranty claim is approved, we'll either repair or replace the product at no charge to you. If the product is no longer available, we may offer a comparable replacement or a refund of the purchase price.

If your order has not yet shipped, you may be able to change your shipping address. Please contact our customer service team as soon as possible with your order information and the new shipping address. Once your order has shipped, we are unable to change the shipping address.

If your order is lost or damaged during shipping, please contact our customer service team as soon as possible with your order information and a description of the issue. We will work with you to resolve the issue and ensure that you receive your order.

Unfortunately, we are unable to guarantee specific delivery dates or times. Delivery times are estimated based on the shipping method you choose at the checkout and are subject to shipping carrier schedules.

We accept orders online 24 hours a day, 7 days a week. Orders placed Monday-Friday before 12 AM EST will begin processing that day, excluding holidays. Additionally, orders will start shipping within 3 business days pending availability and credit verification. For orders placed after 12 AM EST, processing will begin the next business day. Please note that delivery time does not include Saturdays, Sundays, or holidays and is contingent upon credit verification. Also, please be reminded that the processing time is not included in the shipping time you chose in the check-out page. 

• For regular products, the estimated arrival time refers to your logistics option and processing time. 
• Pre-order products, they will be shipped separately after they arrive at the local warehouse.

Orders are shipped from Giraffe Tools' distribution center in the USA.

U.S. West shipments are shipped from the CA warehouse.

U.S. East shipments are shipped from the NJ, PA, or NC warehouse.

• Giraffe Tools cannot deliver shipments to PO Boxes, or APO/FPO addresses.
• Edits to PayPal addresses cannot be completed after an order has been placed using PayPal, so please double-check the address saved in your Paypal profile.

Orders within the 48 states will be shipped via USPS, UPS, or FedEx.

We provide standard shipping for free, which the arrival time is usually 5-7 working days after the processing time. You can select "Express Shipping" on the checkout page if you need expedited shipping, but there may be additional fees for that. 

• Option 1

You will receive a shipping confirmation email with tracking details when the order ships. Please click the “tracking number” which will take you to the carrier’s website to get tracking information.

• Option 2

Log in to your account on the official Giraffe Tools website and click on "Order Tracking" located below the "Support" menu. After filling in the order number and email, or logistics tracking number, you can get real-time logistics information.

We understand that sometimes you may need to return a product, and we are happy to offer refunds for unopened items within 30 days of purchase. To start the refund process, please contact our customer service team with your order number, email address, and the reason for the return. Please keep in mind that for non-quality related issues, the product must be unopened and you will be responsible for the shipping fees, including initial shipment and the return shipment.

In rare situations, if you received a defective product, please contact our customer service team immediately with pictures of the product as well as your order information and email, and we will work with you to resolve the issue. Depending on the defect, we may offer a replacement, repair, or refund. Please note that if the defect is a result of misuse or mishandling of the product, the warranty may be void. Thank you for choosing Giraffe Tools, and we look forward to resolving any issues you may encounter.

Refunds are typically processed on Fridays unless there are holidays or special circumstances that affect our processing times. After we process your refund, the specific time it takes to appear in your account will depend on your bank. However, it usually does not take longer than the following Monday. Thank you for your patience as we work to ensure a smooth refund process.

Our refund policy allows you to request a refund within 180 days of your purchase. If it has been more than 180 days since your purchase, our system may not be able to process your refund request. However, if a refund is necessary, we may request your PayPal account information. Please note that refunds requested outside of the 180-day window are subject to review and may not be approved. Thank you for your understanding.

Yes, you can. If your order has not been picked up by our warehouse team, then we can intercept and cancel the order. To ensure prompt and accurate processing of your order, please contact our service team contact@giraffetools.com with your order information during our business hours immediately after placing the order. Once shipped, returns must be made according to our designated return process.

Yes, you can. If your order has not been picked by our warehouse team, then we can intercept and amend your order. To ensure prompt and accurate processing of your order, please contact our service team at contact@giraffetools.com with your order information during our business hours immediately after placing the order. Once shipped, returns must be made according to our designated return process.

We are committed to maintain the highest quality control standards for our products and warehouse processes. In the unlikely event that you have received the wrong item, or your order contains defective items, please contact our service team contact@giraffetools.com and we will assist you in resolving the issue as quickly as possible.

If your order has already been dispatched, we are unable to change the address on your behalf as the sender. 

If your order has already been dispatched, we are unable to change the address on your behalf as the sender. 

Yes, we are happy to provide an invoice for your purchase. After you have completed your order, you will receive an email confirmation that includes a summary of your purchase. If you require a more detailed invoice, please contact our customer service team and provide your order number and any specific invoicing requirements. We will work with you to provide the necessary documentation. Please note that invoices can only be provided in the same currency as your purchase and cannot be altered once they have been issued. 

If you have purchased a pressure washer or hose reel but are not satisfied with its functionality, you may be able to upgrade to a different product by paying the price difference. Please note that this upgrade option is only available for certain products and is not possible for hoses or accessories. If you are interested in upgrading, please contact our customer service team with your order information and the product you wish to upgrade to. Additionally, buyers who purchase relevant products on Amazon can also upgrade by paying the price difference. Thank you for considering our products!

If a product is currently out of stock but an upcoming shipment is expected, you can place a pre-order to secure your purchase with a slight delay in dispatch. The product information page will provide an estimated arrival date, and as soon as the shipment arrives in our warehouse, we will dispatch the pre-order as quickly as possible. Please note that when you place a pre-order, payment is required at the time of ordering. If you order multiple items, the in-stock items will be shipped normally, and the pre-order products will be shipped separately after they arrive at the local warehouse.

The estimated release date for your pre-order will be listed on the product page. This is the date that the product is expected to become available. Once the product is released, we will ship your order as soon as possible. Please note that release dates can sometimes change, so we will keep you updated if there are any delays. If you do not see the estimated time, please contact our customer service team at contact@giraffetools.com.

Yes, you can cancel your pre-order at any time before the ship date. Please contact our customer service team at contact@giraffetools.com with your order information and we will assist you in canceling your pre-order and processing a refund. Once the product is shipped, our standard return policy will apply.

The arrival date sometimes changes due to manufacturing or shipping delays. If the date for your pre-order changes, we will keep you updated with the new estimated arrival date. If the delay is longer than you can accept and you wish to cancel your pre-order, please contact our customer service team at contact@giraffetools.com for assistance.

Yes, you can. If you order multiple items, the in-stock items will be shipped normally, and the pre-order products will be shipped separately after they arrive at the local warehouse.

We understand that choosing the right product can be overwhelming, which is why we have categorized our products by usage scenes - garage usage and garden usage. Within each category, we further divide our products by specific parameters, such as water hose length. Our aim is to provide you with a seamless shopping experience that helps you find the product that meets your specific needs. To make an informed decision, review the product descriptions, specifications, and customer reviews on our website. 

If you still have questions, our customer support team is always available to assist you in finding the perfect tool or equipment for your needs.

We provide product information, specifications, and FAQs on the relevant web page for each product. We also provide product buying guides on our blog channel. If your question is still not answered, please contact our Customer Service team at contact@giraffetools.com .

Yes, we offer replacement parts and accessories for most of our products. If you need to replace any parts, you can feel free to check our accessories page to see if it's available. If you don't find the part you want, you can still contact us, and we will do our best to provide the necessary replacement parts and accessories. We understand that sometimes parts can wear out or break, and we want to make it as easy as possible for our customers to keep their tools and equipment in working order. Our replacement parts are designed to be compatible with our products and are of the same high quality as the original parts.