FAQ: What's Happening at the Tool Shed During Safer At Home/COVID-19

Below are answers to the most frequently asked questions regarding Tool Shed services during the Safer at Home order.

1. How can I get items from the Tool Shed during this time?

Shipped to your door
The Tool Shed is currently shipping products to our customers via US Postal Service. You may order products on our web site and have them shipped to you. Shipping is free for order totals of $50 or more.

Local Pickup at Our Store
We are also offering local order pickups. Pickup service will be available from 2 pm to 5 pm, Monday through Friday. Pickup is only available for pre-paid orders placed in advance online. See full pickup details in question #4 below.

At this time we remain closed for in-person shopping.

2. How long will it take to get my order?

For many local customers, your order will often arrive the next day. For folks in other parts of the country, shipping may take 2-4 days, depending on your location.

When your order will ship depends on how early in the day it is placed.  Orders placed before noon central time will usually ship out the same day.  We ship orders Monday-Saturday, but not on Sundays.

You will receive a separate email from USPS.com or from Stamps.com with your tracking number and estimated date of arrival.  Please check your spam folder if you do not see your tracking number after your order has shipped.

3. Is your shipping discreet?

Packages will be discreet and will come in either a plain brown box or a U.S. Postal Service-issued box. The return address on the postal label will say "TTS SHIPPING DEPT" and our street address; the store name will not appear on the outside of the box.  There is no indication on the outside of the box as to what you have ordered.

4. Can I pick up my order at your location?

Our local customers will have the option of picking up their online orders at our Milwaukee location. Please note that pickup hours are limited (see below), and that our storefront is still closed for in-person shopping.

Pickup will be available from 2 pm to 5 pm, Monday through Friday. We are not able to process cash sales at this time. Pickup is only available for pre-paid orders placed in advance online.

To use order pickup:

  • Place your order at www.toolshedtoys.com and choose "order pickup" at checkout.
  • Wait til you receive a follow-up email that says your items are ready for pickup.
  • Call us when you arrive. Our number is 414-906-5304 (press "0" to skip the message and talk to a human).
  • Give us your last name and order number over the phone to verify the order.
  • We'll bring your order to the designated table in front of our store.
  • Allow us to maintain at least six feet of space before picking up your order from the table.
  • Please wear a mask when picking up your order. We'll be wearing a mask when we bring your items to the table.

Please keep in mind that we have limited staff during this time. If just one of our crew gets sick it will severely hamper our efforts to fulfill your orders, or anyone else's. We're trying to keep this process as safe as possible for everyone so we can keep supplying our community with fun, sexy stuff during this difficult time!

5. When will you open for in-person shopping?

The city of Milwaukee is moving toward re-opening many businesses. The Tool Shed is working to implement new guidelines and policies for our space that will allow us to maintain social distancing and keep our customers and staff as safe as possible. We do not yet have a firm date for re-opening our storefront, but will announce our plans as soon as they are certain.

The coronavirus pandemic is fluid and changing. We are following science-based advice as well as state and local government recommendations in this matter. We are also working around the unique challenges of our space and the kind of work we do, and the needs of our employees and customers.

We will continue to update our web page and social media as additional details become available.

6. I’m trying to place an order on your web site, but there was an error that said the payment didn’t go through. What’s going on?

Most of the time when someone gets a payment error, it is because they have entered incorrect information into the billing address field during the checkout process. To fix the address issues so your payment can successfully be processed, follow instructions below.

HOW TO PLACE YOUR ORDER AGAIN AFTER A FAILED PAYMENT ATTEMPT
Return to the first step in the checkout process, where you enter address information. This may mean logging out of your session and starting again, or clearing your cart and starting over.

Once you are back to the start of the checkout process, the first/default address entry in our system is your BILLING address (the address that your credit card company has on record). If you want to ship to somewhere other than your billing address, you may choose a different "ship to" address during the checkout process. There should be a button you can select if you want to enter a different shipping address.

If the error persists even after correcting any address issues, then there may be a different reason for the payment decline, such as insufficient funds or other issues.

7. I am trying to place an order on my phone, but I'm not seeing a payment option.  Help!

If possible, try to change the browser you are using to view our site.  For example, if you are using Chrome, try Firefox or Safari instead.  If this fails, try placing an order from a different device.  If you are still having trouble, contact us and we can find another way to help!

8. What extra steps are you taking during this time to keep customers and staff safe?

In order to keep our staff safe, we are maintaining strict social distancing.  Staff are not present in the same room at the time time except for very brief periods, and then they remain at least 6 feet apart at all time.

We are cleaning our high touch areas and work surfaces frequently throughout the day.  Frequent hand washing and proper hygiene practices (avoiding face touching, cleaning high-touch surfaces, wearing gloves as needed) are in in use when prepping and packing orders.

Because we are a small business, we are able to pull and pack orders within a highly controlled environment where very few people have access to the workspace.

We will soon be releasing a plan for how we hope to move forward with in-store shopping, when that time arrives.