Frequently Asked Questions
Product Info + How To Use
What are your products made of?
All our products, grooming tools and shower
organisation products are made of 100% silicone and are BPA free. Our skincare
products are Australian Made, free from sulphates and parabens and are Vegan.
How do your products work?
Our products grip to shiny surfaces using
our silicone grip technology. Our products do not use adhesives or suction
cups. Simply attach to any clean, smooth surface like glass, tiles, or your
bathroom mirror. Then remove and reuse whenever you see fit.
Is my surface suitable for your products?
Our products grip to shiny surfaces using
our silicone grip technology. To check if your surface is suitable, please
check our surface guide here.
Help! I am moving house. How do I remove and reuse your products?
Good news.
Our products can be removed and reused as many times as you like. All
you need to do is peel the product off
the surface, wash in soapy water and air dry then reapply firmly to wherever
you want to relocate it. Here are some extra tips to help:
1. Clean the surface area if dusty or dirty
2. Take off the protective film from the back of the product (there is protective film on the front of the mirror, so make sure to take that off!)
3. Place your tool onto a clean, flat, shiny-like surface (it will not stick to unglazed of stone tiles)
4. Wait 24 hours before ‘dressing’ (hanging) anything in your products to ensure the best grip!
Need some more help? See our Surface Guide here
Are your products cruelty free?
Like most of the world – well, the good folks anyway – we’re animal lovers. That’s why none of our products are tested on animals. In fact, we prefer to test them on ourselves. Consequently, we
probably have the most groomed, organized, and sweetest smelling office in the southern hemisphere.
How long do your products last?
Our products are made from 100% silicone and designed to be reused over and over again. They’re built to last. Not to waste. We have some customers who use their body scrubber every day and have had them for nearly 5 years! How is that for performance?
We stand behind the quality of our products. If you have any concerns at all, you can contact our customer care team at:
support@tooletries.reamaze.com
How often do I need to replace your Silicone Scrubber?
This will depend on your own personal hygiene routine and how often you are using the scrubber. For longer lasting use, we recommend hanging
the scrubber on our Arnold Hook somewhere dry between uses.
What is the difference between your Face Scrubber Gentle/Firm and how often can I use it?
Gentle: The exfoliating bristles in the Gentle face scrubber will boost your skin with an invigoratingly- deep yet gentle cleanse. It’s great for removing dirt, oil and dead skin.
Do you shave? It is a perfect pre-shave ritual to give you a smoother and closer shave. Use daily.
Firm: The Firm Face Scrubber has many properties that are great for an all-round deep
cleanse. The round bristles act like a magnet for dirt and oil while the short bristles polish the skin and slough away dead surface cells. Use twice a week for optimal exfoliation and apply moisturizer after use.
What is the difference between the Body Scrubber and Body Scrubber 2.0?
The difference between our Body Scrubber and Body Scrubber 2.0 comes down to their unique designs and the experience they offer. The original Body Scrubber provides excellent exfoliation with minimal lather, making it ideal for a deeper clean. In contrast, the Body
Scrubber 2.0 has longer bristles designed to create a richer lather, giving you
a foamy, luxurious wash while still keeping your skin refreshed.
Do your shower organisation products have drainage holes?
Yes. All the products that have a pocket have custom drainage holes so you can use the product in the shower.
How do I clean my Tooletries products?
We suggest cleaning your products regularly (especially if it is in a spot that is constantly getting wet). All you must do is gently wash with warm, soapy water and allow to air dry before reapplying firmly to surface.
Are your products available to purchase in store?
Yes! we are available in many stores across Australia, please click on this link to find out where you can purchase our
products https://tooletries.com.au/pages/store-locator.
The Shearer Info + How To Use
How do I use The Shearer?
1. Prep
Your Skin: Before grooming, ensure your skin is ready to shave. The Shearer is waterproof and is suitable for wet and dry use.
2. Trim with the Grain: Start trimming in the direction of hair growth.
3. Begin with Longest Guard: If it's your first time, use the longest cutting guard. You can gradually reduce the guard length for a closer trim or remove all guards for the closest shave.
4. Clean your blades: Once you are happy with your shave, make sure to clean your blade by running it under warm water and drying.
What is SkinProTech?
The Shearer has been designed with a ceramic blade, with
rounded corners, designed to provide a smoother cut and reduce the risk of nicks and cuts, especially in sensitive areas.
How often should I replace the blade?
The blade's longevity depends on usage frequency, and proper
care is taken between each use. If used once a week, the high-quality blade can last up to 12 months.
Do you sell replacement blades?
Yes! You can purchase here.
How long does the battery last?
The Shearer has a rechargeable battery that lasts up to 120
minutes per charge.
How do I charge The Shearer?
Plug the USB-C cable into any USB-C port. A full charge
takes about 90 minutes. The three LEDs will light up when charging is complete.
What are the guard lengths for The Shearer?
The Shearer includes: One fixed blade at 1mm
Two guard attachments at 1.5mm and 3mm
Can I use The Shearer in the shower?
Yes! The Shearer is IPX7 rated, meaning it is waterproof,
and safe for use in the shower. We recommend in between uses, storing your Shearer in a dry place.
What type of battery does The Shearer use?
The Shearer comes with a rechargeable 800mAh Li-ion battery.
How do I clean The Shearer?
For optimal hygiene, clean The Shearer after each use:
1. Run the replaceable blade and trimmer head under warm water.
2. Dry with a soft, clean towel.
3. Avoid strong cleaning agents, as they can corrode the material and cause rust.
Can I take The Shearer with me when I travel?
Yes, The Shearer has a travel lock function. Press and hold
the power button for two seconds to activate or deactivate the lock. The power light will flash when locked.
Does The Shearer come with a warranty?
Yes! The Shearer comes with a 1-year warranty. If you
believe there is a fault with your product, please contact us: support@tooletries.com and our team will be happy to help.
Online Order Help
Help! I need to change the delivery address on my order.
How do I use a discount code?
You’ll need to first add the items to your cart. Then, click on your cart and add the discount code to the section and click apply. Please note, most codes are only for use on full priced items. Codes cannot be combined. It is your responsibility to add a discount code when placing an order. We cannot add a code for you after your order is confirmed.
How do I know that my Tooletries order is confirmed?
After you place an order, you will receive an order confirmation via email. Please check your junk folder if you do not receive it, it is possible that you might have put the wrong email. Contact our team and can help.
Help! I need to make a change to my order!
We will certainly attempt to make any order changes upon request, however during busy periods this may not be possible due to the magnitude of orders being processed by our warehouse team. Please contact us immediately at support@tooletries.reamaze.com
How do I cancel my order?
If your order has not been shipped contact us immediately at support@tooletries.reamaze.com
If your order has already
been processed through our warehouse, we will not be able to cancel it.
Help! I need to change the delivery address on my order!
Please contact us immediately with your order number and correct postal address at support@tooletries.reamaze.com
If your order has already been processed through the warehouse, we suggest contacting Australia Post and requesting that the parcel be redirected.
What forms of payment do you accept?
We accept Amex, Apple Pay, Mastercard, PayPal, Shop Pay, Visa and Afterpay.
Shipping + Delivery
Where can I find my tracking number?
Once your order has been shipped, you will receive your tracking information via email.
My order says that it has been delivered but I have not received it. What should I do?
Please do the following steps so that you
can find your missing parcel:
Check your mailbox, as well as behind any pot plants or around the outside of your house.
Check with your local post office
Please wait another business day (in case it was incorrectly scanned as delivered) and then contact the postal service.
If you still cannot locate your parcel, please let us know and we can help.
Please note: TOOLETRIES is not responsible for stolen/lost packages, packages
sent to the wrong address, or refunding/replacing packages in these cases.
When will my order arrive?
We are continuing to provide same day dispatch from our HQ in Brisbane, Australia.
For the most current delivery timeframe information, please see here
What should I do if my order has not arrived?
Most late parcels arrive within 5 business
days of their expected delivery date.
If the delivery is taking much longer than
we expected, there are a few things worth checking before we begin an
investigation.
Things to check:
Tracking
If your item was sent using a tracked service you can track it to check the
status.
Card received
Check if a notification card is in your letterbox or under your door – your
item may have been delivered to the Post Office.
Accepted on your behalf
Check if someone else at home or work accepted or signed for the item on your
behalf. If you live or work in a large building, check with building management
or the mailroom to see if they have it.
If you need any additional help, please
contact our team at support@tooletries.reamaze.com.
Returns Information
What is your return policy?
Returns
If you change your mind about your purchase, and the products are in an unused and saleable condition, we offer a 45 day hassle free returns policy.
If you need some help getting the most out of your TOOLETRIES products, we have a helpful guide that you can see here
If you are not 100% satisfied with your purchase, or you believe that an item that you received may be faulty, please send an email with your order details to: support@tooletries.reamaze.com
To organise a return, please send us an email: support@tooletries.reamaze.com
We will process your return within 3 working days of receiving it back to our warehouse.
How can I make a return?
We're sorry to hear you would like to return products in your order. Please email us at support
support@tooletries.reamaze.com and we'll help sort you out!
Do you offer exchange?
We do not offer exchanges on our products due to hygiene concerns. We are happy to help you get it right the first time!
Product Subscription FAQs
What products are available for subscription?
You can subscribe to our full range of liquids, including face wash,
body wash, and more, ensuring you never run out of your favourite Tooletries
essentials.
How does the subscription program work?
Simply choose the product you want to subscribe to, select your delivery
frequency (e.g., every 30, 60, or 90 days), and enjoy automatic deliveries
right to your door. You can modify, skip, or cancel your subscription at any
time.
Can I pause or skip a delivery?
Yes! You have the flexibility to pause or skip any upcoming subscription
deliveries through your account. Just log in HERE and
manage your subscription settings.
How do I change my subscription frequency or quantity?
You can easily adjust the frequency or quantity of your product
subscriptions in your account settings. Select the desired options that best
suit your needs. See HERE
Do I get a discount for subscribing?
Yes! As a subscriber, you’ll enjoy exclusive discounts on all products
in our subscription program. These savings are automatically applied.
Can I add one-time items to my subscription order?
Not at the moment, but our team are working on this.
When will my subscription order ship?
Your subscription order will ship based on the frequency you selected,
and you’ll receive an email notification once your items are on their way. You
can also track your shipment status in your account.
How do I cancel my subscription?
We hope you love our products, but if you need to cancel, you can do so
at any time by contacting our customer care team.
Can I change my delivery address for my subscription?
Yes, you can update your delivery address in your account settings. Make
sure to update your address in your account or email us before your next order
is processed.
The Scrub Club | Loyalty Program FAQ
How do I sign up for the rewards program?
Signing up is easy! Simply create an account HERE and enter your name, email, and password. It’s free to join and you
will automatically be signed up to receive emails with insider access to sales,
promotions, and all of our newest drops.
What are the advantages of becoming a rewards member?
Our rewards program is a tiered program that allows
members to earn more perks the more they engage with us. Members receive reward
points for each purchase, which can then be redeemed towards the cost of future
purchases.
You also earn points for things like the following - sharing
with friends, following us on social media, leaving product reviews, and are
even gifted with bonus points just for having a birthday! In addition to
earning points, members have the chance to earn free shipping and get exclusive access to
coupons, launches, promotions, giveaways, and more. You can view the full list
of perks on our rewards page
I already have an account. Do I need to create a new one to earn rewards?
Yes. To protect your privacy – this program is opt in
only. All you need to do is join for free, HERE.
Where can I find all of my rewards account info?
The rewards page is your roadmap to all your points and
perks. You can access all your info by visiting our rewards page, HERE.
Will I receive points for purchases I made prior to creating my rewards account
You will only receive points for purchases made after
creating your rewards account. Make sure to create an account before placing an order so you can receive points!
What if I have an old email address or multiple email addresses and want to combine my accounts and earnings?
Contact customer service by emailing support@tooletries.reamaze.com
and our team will be happy to assist you with merging your accounts.
Does it cost anything to begin earning points?
Absolutely not! Sign-up is 100% free, and it will never
cost you anything to earn points. Make sure to visit the REWARDS to get started.
How do I redeem my points?
Exchanging your points for great rewards couldn't be
easier! Simply visit HERE to view all of our great reward options and click the 'Redeem' button to redeem your chosen
reward.
How do points convert to dollars?
You earn 1 point for each $1 spent! Higher tiers in the VIP tier program earn
more points at a quicker rate.
For Example, as a Scrub Legend you will earn 1.5
points for every dollar you spend. So, if you spend $150 you'll earn 225
points. When you move up to become a Scrub King you will be earning points 2x
as fast, ex. spend $150→ earn 300 points you will receive a $15 Voucher!
What are the easy ways to earn points?
You earn rewards just for joining
our rewards program. Aside from earning points through purchases, you can add
your birthday to your account to earn points, leave us a review, or like us on
Facebook. Access all the ways to earn under the on the rewards page.
Is there a limit to how many points I can earn?
Nope!
That’s the best part about being a rewards member! You will always have an opportunity to earn
more points by shopping with us, engaging with our brand and community online,
and through seasonal sales.
I earned points/VIP tier with my last purchase, but now Iwant to return it. What will happen to my reward?
If you use your rewards towards a purchase and later
decide to return that item, your rewards will be credited back to your rewards
account.
For example, if you use a $10 coupon towards a $100 purchase that you
decide to return, the $90 balance will be refunded to your credit card and the
$10 reward credit will be deposited back into your rewards account.
Do my points expire?
Points expire after 1 year of inactivity
Your points will expire after one year of inactivity.
Inactivity includes not interacting with our program i.e., redeeming points,
placing an order, etc.
What is 'early sale access'?
As a SCRUB LEGEND or SCRUB KING member, you will receive select sale
emails ahead of the general public so you get first dibs on all the best sale
deals! Keep an eye on your email for the links during sales periods.
How will I know when I have reached a new tier?
When your total points cross a tier threshold you will
receive an email welcoming you into the new tier.
The Scrub Club | Points Troubleshooting
How do I redeem my rewards at checkout?
To redeem your points in checkout, ensure you are logged
in, and have copied the code you wish to use on your order.
Why didn’t I earn points on my purchase?
Double-check you were signed into your rewards account and
didn’t accidentally check out as a guest. You must be logged in when making
purchases to earn points. If you have done this in error, contact us to help apply your points to your account. You
also won’t receive points if you return your purchase or your purchase is
canceled for any reason.
Please note that any points you earn on a purchase you
later return will be deducted from your point balance.
I should have earned points for a purchase/incentive but I didn’t see my account balance change. Did I get credit?
Yes! You work hard to earn points and we want you to feel
confident that all of your points are right where they should be . . . in your
account! The first thing to note is that there may be a delay in our systems
communication and points could take anywhere from minutes to several hours to
appear in your account. However, if you
feel like you have earned points but they are not showing up in your account
you can also troubleshoot it with these tricks:
If you still feel like your points balance is not accurate
you can contact our team and they will
look into the issue for you.
I received an error message when referring friends through the email referral box. What went wrong?
We are sorry to hear that. There are a couple of scenarios
that could have triggered the error message.
The first possible scenario is that there was a mistype in
one of the email addresses that you entered or you forgot to put commas between
multiple emails to separate them.
To eliminate confusion over what occurred, we recommend
that you go back and enter each email address one at a time, clicking ‘send’
after each one rather than uploading them all at once.
If you are still having problems using the email referrals
we recommend using your unique referral link or sharing the referral through
Facebook, Twitter, or Messenger to receive credit. Please contact our team if you need further assistance.
I’ve referred several friends but haven’t received any points for it. Is there something else I need to do?
Thank you so much for sharing us with your friends! We really appreciate it.
Referred friends must be first-time customers in order for
both of you to receive the referral rewards.
In addition, the referral must be initiated through our rewards referral
box on your personal rewards page or through the use of your unique referral
link also found there.
Points will be added to your account as soon as your
friend completes their first purchase on our website.
When this happens you will receive an email letting you
know that one of your referrals made a purchase using your code and that a
reward was added to your account. You can also check your ‘Rewards History’ to
see a list of any points that you have received for referrals.
I signed up for the Birthday Bonus but I didn’t receive it.
Happy Birthday!
We’re so glad that you have chosen to celebrate with us through our
rewards program. In order for you to
receive your birthday bonus on your birthday, you must register your birthday
at least 30 days prior to your birthday.
If your birthday falls between the day that you registered
and the 30-day waiting period afterward, you will receive your birthday bonus
30 days after your registration. This
delay is only applicable for the first year that you signed up.
All successive birthday bonuses will be emailed to you on
your birthday. If you register your
birthday through your rewards account any time after it has passed in the
current calendar year, rewards will not be added to your account until the day
of your birthday in the following year.
Remember, the birthday reward is determined by the Rewards
member tier that you are part of on the date of your birthday. If it has been more than 30 days since you
registered for your birthday reward and you still have not received the
additional points in your account, please contact us and we will be happy to assist you.
