Online Store Support
Support for items purchased directly from Toro.com

When will I receive my purchase?

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.

 

How do I check my order status?

LARGE MACHINES: ZERO TURN MOWERS, 2-STAGE SNOW, SNOWMASTERS, & 30" TIMEMASTER MOWERS 

Order status is not available as these large machines are shipped via consolidated LTL shipments. Once the machine is received by the authorized service dealer you selected at time of purchase, the service dealer will uncrate and prepare the machine for delivery to your home. The authorized dealer will contact you to schedule delivery. The entire transit time to your home is approximately 10 – 14 days.

  • 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 selected during check-out 10-14 days from the date you placed the order
  • The selected dealer will contact you directly to arrange delivery to your home within 10-14 days of the date you placed the order

 

ALL OTHER ORDERS:

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

or

You may also login into your account on Toro.com for order status. Or, if you purchased as a guest, please go to Toro.com, scroll to the bottom of the page and select “Order Status”. Enter your order number and email address or shipping postal code and view your order status.

 

How long do I have to return?

If you need to make a return for any reason you have 30 days after placing the order.

 

How do I return?

If you are not completely satisfied with your toro.com purchase, you may return your item for a refund. You will receive your refund within 3-4 weeks of your return. Return shipping charges will only be refunded if the return results from an error by Toro.

 

 Ensure ALL RETURN CONDITIONS ARE MET before proceeding with your return

✓ Your purchase was within 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, items that use flammable liquids or fuels cannot be returned, even if the item has been drained of these materials.

 

PRODUCTS RETURNED TO THE DEALER DETAILED ON YOUR ORDER INVOICE

Chore Products*
  1. Ensure ALL RETURN CONDITIONS ARE MET
  2. Log in to your account on toro.com or for guest purchases enter order number & 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 order invoice for inspection. The dealer will accept the return only if ALL RETURN CONDITIONS ARE MET
Products Containing Batteries 6.0Ah or larger
 Snowthrowers*
 Walk-Behind Mowers*

 Zero Turn Mowers*

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

IMPORTANT: You will receive your refund directly from Toro within 3-4 weeks of your return

 

ALL OTHER PRODUCTS

Handheld Yard Tools
  1. Ensure ALL RETURN CONDITIONS ARE MET
  2. Click on "Order Status" on Toro.com
  3. Log in to your account or for guest purchases enter order number & 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 detail
  7. Click "Submit Return"
  8. Follow the instructions in the Return Confirmation page or confirmation email

Power Shovels & Corded Snow

Parts

Accessories

Apparel

Batteries 5.0Ah and below (88620, 88625, 88640, 88650)
Irrigation

IMPORTANT:
• Not following the defined process above will result in a significant delay in receiving your refund
• Return shipping charges will only be refunded if the return is the result of an error by Toro
• You will receive your refund within 3-4 weeks of your return

 

When will I receive a credit for a return?

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.

 

Does Toro reimburse shipping for returns?

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

 

How do I cancel my order?

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.

 

Why did my order get canceled?

 

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.

 

Why did my payment get declined?

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.

 

Can I edit my order?

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.