Delivery Information

 

Shipping & Delivery Policy

At D.A.S Tool Online, we supply both physical diagnostic products and digitally delivered products/services. Delivery times and methods depend on the type of product or service ordered.

Please read this policy carefully before placing your order.

1. Physical Hardware & Product Shipping

Physical products such as diagnostic tools, OBD scanners, diagnostic interfaces, cables, adapters, laptops, accessories and other hardware items will usually be shipped from Asia, most commonly from Hong Kong or another suitable fulfilment location depending on stock availability and supplier arrangements.

All physical orders should be treated as international shipments unless clearly stated otherwise.

Please make sure your delivery details are accurate before placing your order. We are not responsible for delays, failed deliveries or lost parcels caused by incorrect or incomplete address information provided by the customer.

2. Processing Time

Orders are usually processed within 1–3 business days, unless stated otherwise on the product page.

Processing time may be longer for:

  • custom diagnostic bundles;

  • laptop-based diagnostic systems;

  • products requiring testing before dispatch;

  • products requiring software installation or configuration;

  • special-order items;

  • items awaiting supplier stock;

  • orders placed during weekends, public holidays or busy periods.

If your order requires additional setup, configuration or compatibility checks, we may contact you before dispatch.

3. Estimated Delivery Time

Estimated delivery times depend on your delivery country, courier service, product availability, customs clearance and other factors outside our control.

Most physical orders are delivered within approximately 7–21 business days after dispatch, although some deliveries may arrive sooner or take longer depending on the destination and courier service used.

These timeframes are estimates only. Delivery may take longer due to customs checks, courier delays, public holidays, weather disruption, incorrect address details, remote delivery locations or other circumstances outside our control.

4. Tracking Information

Where tracking is available, tracking details will be provided after dispatch.

Please allow time for tracking information to update after the parcel has been collected or scanned by the courier.

If you do not receive tracking information within a reasonable time after dispatch, please contact us with your order number.

5. Customs, Import Duties & Taxes

As physical products are generally shipped internationally, customs duties, import taxes, VAT, clearance fees or other local charges may apply depending on your country.

These charges are not included in the product price or shipping cost unless clearly stated otherwise.

The customer is responsible for paying any customs duties, import taxes, VAT, clearance charges or other fees required by their local authorities.

We are not responsible for delays caused by customs clearance, customs inspections, import procedures, unpaid import charges or customer failure to provide information requested by the courier or customs authority.

By placing an order, you acknowledge that your parcel may be imported into your country and may be subject to local taxes, duties or customs processing.

6. Failed Delivery, Incorrect Address & Returned Parcels

If a parcel cannot be delivered because the address is incorrect, incomplete, inaccessible, refused, unclaimed, or because the customer fails to respond to the courier or customs authority, the customer may be responsible for any redelivery fees, return shipping fees, storage fees, customs charges or additional courier costs.

If the parcel is returned to us, we may offer redelivery at the customer’s cost. If a refund is agreed, original shipping fees, return courier costs, customs charges, handling fees and any other costs incurred may be deducted from the refund.

Please check your shipping address carefully before completing your order.

7. Damaged, Missing or Incorrect Items

If your order arrives damaged, incomplete or incorrect, please contact us within 48 hours of delivery.

Please provide:

  • your order number;

  • photos of the parcel;

  • photos of the packaging;

  • photos of the damaged or incorrect item;

  • photos of all items received;

  • a clear description of the issue.

Please keep all packaging and items until the issue is resolved, as the courier may require evidence for a claim.

Claims made late may be more difficult to verify, especially where courier damage, customs handling or missing items are involved.

8. Product Testing Before Dispatch

Where appropriate, some diagnostic hardware may be tested before dispatch to reduce the risk of faults and setup issues.

This may include basic power-on checks, connection checks, serial number recording or software/driver checks.

For customised or configured products, packaging may be opened before dispatch for testing, installation or quality control purposes.

9. Electronically Delivered Goods

All digital products will be delivered electronically. You will not receive physical items such as a hard drive, USB drive, disc or printed manual unless this is clearly stated on the product page.

Digital products may include, but are not limited to:

  • diagnostic software files;

  • repair manuals;

  • wiring diagrams;

  • EPC/parts catalogue files;

  • PDF documents;

  • download links;

  • licence information;

  • activation information;

  • remote installation services;

  • remote setup services;

  • software configuration;

  • driver installation;

  • technical support services.

Once you have placed your order, we will usually contact you within 1–2 business days to arrange installation or provide the relevant download/access information.

Delivery times for digital products may vary depending on file size, software type, installation requirements, customer availability and internet speed.

10. Remote Installation Requirements

Before remote installation, please make sure the following conditions are met:

  • TeamViewer is installed on the device you want the digital product or software installed on.

  • TeamViewer can be downloaded here: https://www.teamviewer.com/en/download/windows/

  • Your device is connected to a stable internet connection.

  • Your device is connected to its charger or power supply.

  • You have provided any required order details, software details or compatibility information requested by us.

  • Your device has enough storage space for the software/files being installed.

  • Antivirus, firewall or security settings do not block the installation process.

We will provide further instructions on how to share remote access, usually via WhatsApp or email.

The process of sharing remote access normally takes only a few minutes. Once we have remote access to your device, you may leave the device aside while we carry out the installation or setup work.

11. Installation Time

Installation can take several hours or, in some cases, several days depending on:

  • the size of the files;

  • the speed and stability of your internet connection;

  • your device performance;

  • download server speed;

  • software complexity;

  • installation errors;

  • updates or configuration requirements;

  • whether additional troubleshooting is needed.

Please be patient during the installation process and avoid doing anything that may interrupt the installation.

Do not:

  • turn off the device;

  • disconnect the device from its power supply;

  • disconnect the device from the internet;

  • close TeamViewer or remote access software;

  • restart the device unless instructed;

  • use the device heavily during installation;

  • delete, move or modify installation files;

  • interrupt the installation process without informing us.

If installation is interrupted due to customer-side issues, additional time may be required to restart or repair the installation process. Repeated interruptions or avoidable issues may result in additional support charges.

12. Customer Availability for Remote Services

For remote installation or support services, the customer is responsible for being available at the agreed time and ensuring the device is ready.

If you miss an agreed remote installation appointment or your device is not ready, we may need to reschedule.

Repeated missed appointments, unavailable devices, poor internet connection or incomplete customer preparation may cause delays.

13. Digital Delivery Completion

A digital product or service will be considered delivered once any of the following has occurred:

  • a download link has been provided;

  • files, documents or software have been sent;

  • licence or activation information has been provided;

  • remote installation has started;

  • remote setup has started;

  • software has been installed or configured;

  • a support session has started;

  • access to the purchased digital content or service has been provided.

Please refer to our Returns, Refunds, Warranty & Support Policy for information about cancellations and refunds for digital products and services.

14. Orders Containing Both Physical and Digital Products

Some orders may include both physical hardware and digital services, such as a diagnostic interface with remote software installation.

In these cases, the physical product will be shipped according to the physical shipping process, while the digital service will be delivered electronically or by remote support.

The physical product and digital service may be delivered at different times.

For example, we may ship the diagnostic interface first and arrange remote installation after the customer receives the hardware.

15. Delays Outside Our Control

We are not responsible for delays caused by events outside our reasonable control, including but not limited to:

  • courier delays;

  • customs checks;

  • import inspections;

  • public holidays;

  • severe weather;

  • incorrect delivery details;

  • customer unavailability;

  • supplier delays;

  • internet issues;

  • software server issues;

  • remote access problems;

  • device faults;

  • antivirus or firewall restrictions;

  • payment verification delays.

We will do our best to assist where possible, but delivery and installation times are estimates and cannot be guaranteed unless expressly agreed in writing.

16. Contact Us

If you have any questions about shipping, delivery, tracking, remote installation or digital delivery, please contact us with your order number.

We recommend contacting us before ordering if you are unsure whether a product is physical, digital, remote-installed, customised or supplied as part of a bundle.