FAQ

Products

Homes with ‘character’ are interesting, unique, and charming. They are expressive and often one of a kind! We want to help people add these types of personal touches to their spaces, bringing character to life.

More deeply, we love the idea that home is an expression — and even an extension — of self. In a way, by bringing our home dreams to life, big or small, we’re creating a version of ourselves but in our dwellings! We’re personifying our homes — creating a character that represents us.
At Character, we are building the most helpful home improvement brand on the planet. We’re re-imagining the hardware store experience and providing the tools, supplies, and support to make DIY seamless, accessible, and fun. Our tool sets, tools and tool storage products are designed around the specific needs of DIYers and home dwellers, not professionals, from aesthetic to specific product features.
A little care goes a long way to making sure your tools are always in tip top shape. The first step of caring for your tools is to wipe them after use. This will prevent dust, grease and dirt from damaging your tools over time. You can also clean your tools with light soap and water. Be sure to dry them well with a rag after washing. After washing, you can use an all-purpose oil, like WD-40 to lubricate tools with adjustable parts like pliers and adjustable wrenches. Wipe away excess oil with a rag before storing.

Proper storage is a key part of caring for your tools. Character’s Toolbox and Tool Tote are designed to store your tools and organize them for safe keeping. Always store your tools in a dry place.

Expert Support

Our expert team is available via text every day from 3-8pm EST Monday through Friday and 12-5pm EST on weekends. Just text (762)349-0349 (762-DIY-0DIY) to start chatting. Many of our customers fill their weekends with DIY projects and our experts are ready to support them. If you contact us when our experts are offline, you can expect a response via email within 24 hours.
Our experts are ready to answer your questions about interior design to under-the-sink plumbing and everything in between. Of course, there are some things that our experts may recommend you not to do yourself. Part of being a great DIYer is knowing when to call in a pro for back-up.

Finally, our experts offer instructions and guidance for home improvement projects but safety is your responsibility. You should always use your best judgment and exercise caution where appropriate.

Membership

Membership is a new way to do home improvement. It’s a full-service virtual support system that’s like having a handy neighbor on call. With members-only access to Expert Support video sessions, you can talk with bona fide home improvement experts 7 days per week who will help you plan, get smarter, and troubleshoot projects as you do them. Membership also includes free shipping, early access to new products, member discounts and more.
For members on an annual subscription plan: If you cancel within 3 business days of signing up for or converting from a free trial to a paid annual membership, we will refund your full membership fee. We may withhold from your refund the value of any free shipping or other Character benefits utilized during this period. If you cancel at any other time, we are not able to refund your membership fee. In the case where we cannot refund your membership fee, you’ll still retain access to your membership after cancellation until the next annual renewal date.

For members on a monthly subscription plan: We are not able to refund your monthly membership fee but you can cancel your subscription before the next month’s renewal. If you choose to cancel your subscription, you’ll still retain access to your membership after cancellation until the next month’s renewal date.

Orders

Shipping & returns

Standard ground shipping is free on all purchases for orders shipped to the continental US above $75. Orders below this amount are charged shipping rates depending on the product. Shipping to Hawaii, Alaska, or any expedited shipping option, will come at an additional cost. You can see specific shipping charges at checkout.

Character members get free shipping on all orders shipped to the continental US.
We are a small but mighty team. Please allow up to three business days for us to fulfill your order. We also do not ship on weekends or U.S. holidays.

We offer domestic ground shipping for all our products in the continental US. Orders shipped through ground usually take between 2-4 business days to deliver once processed. For orders shipping to Hawaii or Alaska, please allow additional time for delivery.
We accept returns of all items within 30 days of delivery. Extended Holiday Return Policy - All orders placed starting October 30th, 2023 will be eligible for return until January 19th, 2024. All product returns must be shipped back in their original packaging and include all components and accessories. The cost of return shipping will be deducted from your refund and varies by product ($10 - $45). Returns are refunded to the original payment method used during purchase.

In lieu of a refund, you may also opt to accept a Character store credit for the purchase price of the returned item. Character reserves the right to not issue a refund or exchange at all if the return is missing components or accessories, or if products are damaged due to misuse or negligence.

To start a return, please submit a message through our Contact Us page, chat with our support team or send us an email at help@withcharacter.com.

Warranty

The Character Tool Tote is protected by a limited three-year warranty. If your product fails due to a defect in materials or workmanship within three years from the original date of purchase, we’ll replace it for you.

The extended warranty does not cover any defects caused by improper use, products that were bought second hand or without proof of purchase directly from Character and cosmetic damages, any bumps, scratches, scuffs or general wear and tear generated from using the product and have no impact on how the product is used or its functionality.
The Character Toolbox is protected by a limited one-year warranty. If your product fails due to a defect in materials or workmanship within one year from the original date of purchase, we’ll fix it for you (or replace it if repair is not possible).

The extended warranty does not cover any defects caused by improper use, products that were bought second hand or without proof of purchase directly from Character and cosmetic damages, any bumps, scratches, scuffs or general wear and tear generated from using the product and have no impact on how the product is used or its functionality.

Partnerships & press

We are always looking for ways to partner with people that share our vision of making the home improvement experience accessible, inclusive, and enjoyable. As a Brand Ambassador, you’ll be able to grow your social presence with support directly from us, gain exclusive early access to new product launches, and be the first to know about all things Character. Sound interesting? Please send us a note at partnerships@withcharacter.com.

FAQ

Have a question? Our customer support team is standing by.