Contact The Tool Locker

We're Here to Help

Whether you're choosing a new repair stand, need a replacement part, or have a question about an existing order, the team at The Tool Locker is ready to assist. As an independent specialist retailer for Feedback Sports, Crankbrothers, and Pedro's bike tools, we know our catalog inside out and are committed to clear support before and after your order.

Our customer service is operated by Momentum Cycleworks, LLC, the company behind The Tool Locker, based in Portland, Oregon. We handle every inquiry with a focus on accuracy and speed, so you can get back to your workshop.

Store Information

• Operating Entity: Momentum Cycleworks, LLC
• Business Address: 4827 NE 42nd Ave, Portland, OR 97218, United States
• Primary Support Email: support@thetoollocker.us
• Business Hours: Monday through Friday, 9:00 AM to 5:00 PM Pacific Time (PT)
• After-Hours Handling: Messages received outside these hours are queued and prioritized by the next business day.

For the quickest response, please use the appropriate department email below. Including your order number and relevant details helps us resolve your issue faster.

Contacting the Right Department

We've organized our support into five specialist departments to make sure your question reaches the right expert. Each department has a dedicated email address and clear response times.

Pre-Sales Support

Have a question about a product before you buy? Our pre-sales team can help with compatibility, specifications, and choosing between similar tools.

• Email: presales@thetoollocker.us
• Response Time: Within one business day
• What to Include: Product URL or name, your specific question, and your intended use if relevant.

Handling Process: We compare the product specifications with your needs, recommend the best option from our catalog, and provide additional resources like manuals or brand information if needed. If a question requires a technician's input, we aim to escalate it the same business day.

After-Sales Support

Need help after your purchase? This team handles order issues like damage, missing parts, incorrect items, returns, exchanges, and warranty assistance.

• Email: aftersales@thetoollocker.us
• Response Time: Within one business day
• What to Include: Order number, description of the problem, photos of damage or defect, and proof of purchase if applicable.

Handling Process: We verify your order, confirm the issue, and initiate a return or replacement if covered. Our shipping department coordinates for return labels. Most issues are resolved within two business days, and we'll provide a return authorization number when needed.

Quality Assurance

If you have concerns about product authenticity or quality, our quality assurance team investigates thoroughly.

• Email: quality@thetoollocker.us
• Response Time: Within two business days
• What to Include: Order number, detailed description of the issue, clear photos or video evidence, and any relevant documents like serial numbers.

Handling Process: We evaluate the evidence and compare with known product standards. If needed, we may ask you to send the product for inspection. We aim to communicate findings and offer a remedy within five business days, with safety-related issues prioritized.

Legal and Privacy

For questions about privacy, data handling, or consumer rights, contact our legal and privacy team.

• Email: legal@thetoollocker.us
• Response Time: Within three business days
• What to Include: Your name and contact information, a clear description of your request or question, and your order number if order-related.

Handling Process: We review your request under applicable privacy laws, coordinate with our compliance team, and provide a written response within the required statutory timeline. Privacy requests are typically answered within seven business days.

Shipping Support

Questions about tracking, delivery, or shipping issues? Our shipping support team is here to help.

• Email: shipping@thetoollocker.us
• Response Time: Within one business day
• What to Include: Order number, shipping carrier and tracking number if available, and details of the shipping issue.

Handling Process: We check the carrier's tracking information, contact the carrier to open a claim if a package is lost, and arrange a replacement or refund per our shipping policy. We aim to resolve carrier claims within two business days and keep you updated regularly.

General Inquiries

If you're unsure which department to contact, email support@thetoollocker.us and our primary support team will assist you. We review your account and order history to provide accurate answers using our established policies. For complex issues, we escalate to the relevant department, with a target of two business days for a specialist to respond.

We're committed to making your experience with The Tool Locker a positive one. Don't hesitate to reach out—we're here to help you get the most from your bike tools and workshop equipment.