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Online Store Support

Support for items purchased directly from Toro.com

Parts: UPS Service

  • Ground shipping is generally received within 3-5 days of ordering.
  • 2nd day air shipping MUST be ordered no later than 12PM CST in order to ship "same day" (i.e. Ordered at 3pm on Friday will not be delivered until the following Wednesday)
  • Overnight (Next Business Day) shipping must be ordered no later than 12PM CST in order to ship "same day" (i.e. Ordered at 3pm CST on Friday will not be delivered until the following Tuesday)

Large Machines: Zero Turn Mowers, 2-Stage Snow, SnowMasters, & 30" TimeMaster Mowers

  • Large machines are NOT delivered by UPS - THERE IS NO TRACKING INFORMATION PROVIDED FOR THESE ORDERS - they are delivered by a semi-trailer truck to the dealer
  • Your purchase will be delivered by the authorized service dealer assigned during check-out 10-14 days from the date you placed the order
  • The assigned dealer will contact you directly to arrange delivery to your home within 10-14 days of the date you placed the order

All Other Machines: UPS Ground

  • Ground shipping ONLY and is generally received within 5-7 days of ordering.

Tillers, Augers, Cultivators and String Mowers

  • Delivered directly to your home via consolidated freight shipping. Tracking is not available and is generally received within 5-7 days of ordering.

Important:

  • No shipping or delivery on Saturdays, Sundays and National Holidays. This includes overnight and 2-day shipping.
  • Neither Toro nor UPS is responsible for shipping delays due to inclement weather or other acts of nature. Therefore we will NOT reimburse shipping charges for these types of delays.

Large Machines (Zero Turn Mowers, 2-Stage Snow Blowers, SnowMasters, and 30" TimeMaster Mowers)

Order tracking is not available for large machines because they are shipped via consolidated LTL freight to the authorized service dealer selected during checkout.

·         Large machines are not shipped by UPS and no tracking information is provided.

·         Machines are delivered by semi-trailer truck to the selected authorized service dealer.

·         Once received, the dealer will uncrate and prepare the machine for delivery.

·         The dealer will contact you directly to schedule home delivery.

·         Delivery to your home typically occurs 10-14 days from the order date.

All Other Orders

Use the UPS tracking number included in your order confirmation email.

You can also check your order status:

·      Log in to your Toro.com account, or If you checked out as a guest, visit the Order Status page, enter your order number and email address or shipping postal code, and view your order status.

You have 30 days from the date of purchase to initiate your return. Before starting your return, please ensure that all return requirements outlined in the "How do I return?" section have been met.

To start your return, determine how your item(s) MUST be returned. Not following the defined process below will result in a significant delay in receiving your refund.

Ensure ALL RETURN CONDITIONS ARE MET before proceeding with your return

  • Your purchase was with the last 30 days
  • Please verify that the product description on toro.com does not state: "This item is not returnable."
  • You have all original components, including the packaging
  • The item is UNUSED*
  • You are returning to the proper location (see chart below)

*UNUSED machines that have NEVER BEEN FUELED. Due to safety hazards that use flammable liquids or fuels cannot be returned, even if the item has been drained of these materials.

 

For the following products:

Handheld Yard Tools, Power Shovels & Corded Snow, Parts, Accessories, and Batteries 5.0Ah and below (88620, 88625, 88640, 88650)

  1. Ensure ALL RETURN CONDITIONS ARE MET
  2. Click on "Order Status" on shop.toro.com.
  3. Log in to your account or for guest purchases enter your order number and email address or shipping postal code.
  4. Select the order you want to return.
  5. Enter "Qty Returning" and the reason you wish to return.
  6. Click "Continue" to verify the return details.
  7. Click "Submit Return".
  8. Follow the return instructions provided via email within 24-48 business hours. 

 

PRODUCTS RETURNED TO THE DEALER DETAILED ON YOUR ORDER INVOICE:

Chore Products*, Products Containing Batteries 6.0Ah or larger, Snow Blowers*, Walk Behind Mowers and Zero Turn Mowers

  1. Ensure ALL RETURN CONDITIONS ARE MET
  2. Log in to your account on shop.toro.com or for guest purchases enter your order number and email address or shipping postal code and view the order details to see the dealer selected during checkout.
  3. Bring the following items with you to the dealer detailed on your order invoice:
  4. Give the order confirmation, return to dealer instructions letter and your returned item to the dealer detailed on your invoice for inspection. The dealer will accept the return only if ALL RETURN CONDITIONS ARE MET

*UNUSED machines that have NEVER BEEN FUELED. Due to safety hazards that use flammable liquids or fuels cannot be returned, even if the item has been drained of these materials.

Your credit for the purchase price of the item will appear approximately three weeks after arrival to the return processing center.

Note: Return shipping directly to the warehouse without indicating the return on your online account will delay refund processing.

No. Toro.com does not reimburse return shipping for items returned for reasons that are not due to an error by Toro.

We are committed to processing all customer orders as quickly as possible. After submitting an order, you may cancel for any reason if the "Cancel Order" button is showing at the top of the Order Status page. If the "Cancel Order" button is no longer available, your order has been processed and you will need to follow the return instructions above.

Step 1) Go to "Order Status" on Toro.com
Step 2) Login to your account (if you purchased as a guest enter order number and email address or shipping postal code)
Step 3) Select the order you want to cancel
Step 4) Click on the Cancel Order button at the top right of the webpage. If the "Cancel Order" button is no longer available, your order has been processed and you will need to follow the return instructions above.

Credit Card Company Did Not Authorize

If you did not specifically request a cancellation and your order status shows as canceled, this indicates that there was an issue with the payment method and the order cannot be processed. Please note that an order is automatically canceled during a failed payment. We recommend contacting your credit card company or financial institution before resubmitting your order at Toro.com. You may also visit a local authorized Toro dealer for in-store availability at Toro.com/locator

Parts Inventory Unavailable

Toro.com provides customers the option to order a part currently not in-stock (backorder). Typically parts inventory becomes available within 1-2 weeks, however once the backorder reaches 25 days from the date of request, the transaction will automatically be canceled to remove the charge from the customer's credit card. You may visit a local authorized Toro dealer for in-store availability. Please see Toro.com/locator for a dealer near you.

There can be various reasons why a form of payment was unsuccessful:

  1. The credit card company has a form of fraud detection software that identifies any given transaction as possible fraud and prevents the transaction from happening.
  2. The credit card company could prevent a transaction to not exceed a pre-set credit limit.
  3. Common practice for e-commerce platforms to have their own fraud detection that can stop a potentially fraudulent transaction.

You may choose to try an alternate credit card for payment or you also have the option of purchasing directly from a home improvement retailer or local authorized dealer in your area. We understand these protections can be inconvenient, but we hope you understand the goal is to protect consumers from any potential fraud activity with their financial accounts.

Once an order has been submitted, it cannot be edited. Please follow the instructions for submitting a cancellation request. If you are unable to cancel your order, create a new order and then follow the "Return Policy" procedures for the incorrect order.