FAQ
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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.
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Our tools are produced in the same factories in China that make professional brand hand tools and they come with the same level of quality, durability, and longevity. We’re so confident in the performance of our tools that we’ve backed them all with a lifetime warranty.
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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. -
Character hand tools are designed to last for life. Lubricating oil helps to keep your hand tools working well through years of use. Our pliers and adjustable wrenches come lightly lubricated and are ready for use.
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Character tools are more affordable than professional tool brands and are comparable in price to leading brands of quality tools that you might find at a local hardware store or big box retailer.
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Character’s tool sets include the same exact tools we sell individually–this is not the case with many tool sets offered by other brands. Often the tools that come in the pre-boxed set are lower quality or sized-down versions of the real thing.
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We are hard at work developing more Project Kits. We’d love to hear what projects you are most excited about doing with Character. Send us a message through our Contact Us page, chat with our support team or send us an email at hello@nosnac.com.
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Stuck swapping out that faucet? Simply text (762)349-0349 (762-DIY-0DIY) to start chatting with our home improvement experts to get some help. They're available M-F 3-8p EST and Weekends from 12-5p EST. Want to do a video session with an expert? Check out Character Membership. You can start a free 30 day trial at any time.
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Anyone can start a conversation with Character’s home improvement experts by visiting the Expert Support page or clicking the chat in the bottom right hand corner of your screen. We look forward to helping you with your project!
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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.
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You can still contact our experts outside of our scheduled hours. Use the support button to submit your question and leave your email address. An expert will respond to your question as soon as they are back online.
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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.
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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.
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Yes! With the purchase of The Essential Set, The Utility Set, The Mini Set or The Tool Set comes one full year of free Character Membership. Check your email after purchasing your tool set for instructions on how to activate your free membership.
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After subscribing to membership, create an account on the Character website. You’ll be able to access all of your member benefits after logging in to your account.
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Membership includes free shipping on all Character orders shipped to the continental US.
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You can reset your password by selecting “Forgot your password?” on the account login page. Still not working? Send us a message in chat or email us at help@nosnac.com.
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Character Membership makes a fantastic gift! Check out our gift card page where you can purchase a gift card for 1 year of Character Membership for $79.
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Yes! Membership is available in both monthly and annual subscription options.
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Yes! Sign-up for our 30 day trial membership to take it for a test drive. During this time, you can access all the benefits of membership like expert support video sessions, free shipping and more. You will not be billed until 30 days after starting your trial. Monthly membership is $7.99 after your trial ends.
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You can cancel your membership at any time by accessing the membership settings in the account page.
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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.
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Our tool sets and toolboxes have been in high demand and we’ve sold out of some of our sets. We apologize for the inconvenience. Our product pages give the latest estimate of when orders will ship next. The fastest way to get your Character tool set is to place your order for the next available batch.
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Generally, we are unable to make changes to your order after you place it. Please contact us with your requested change and we will do our best to accommodate it.
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You’ll receive an order confirmation email from Character when you place your order. Then when your order ships, you’ll receive a shipping confirmation email including the tracking information for your order.
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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 do not offer international shipping at this time. But if you are outside the U.S. and are interested in our products, send us a note and tell us where you are. We hope to offer international shipping in the future!
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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. -
When your order ships, you’ll receive a shipping confirmation email including the tracking information for your order.
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We’re sorry to hear that your Character product arrived damaged. Sometimes the trip from our warehouse to your home can be a bit rough. To begin a replacement request, please submit a message through our Contact Us page, chat with our support team or send us an email at help@nosnac.com.
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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@nosnac.com. -
Once delivered to our warehouse, our team will inspect the products for restocking. Returns and refunds are generally processed within 2-3 weeks. You'll get an email confirmation once your refund is processed.
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Unfortunately, we do not currently offer exchanges.
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Unfortunately, our shipping charges are not able to be refunded.
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Character tools are designed to last for life and come with a limited lifetime warranty. If our tool fails to perform for any reason, we will replace it.
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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. -
We do not warranty third-party products included in Character Project Kits or purchased separately from the Character website. If you received a damaged or defective item, please contact our customer support team for assistance. We’ll ship you a replacement of the item.
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Please email us at warranty@nosnac.com to inquire about a warranty claim. Please include your Character order number along with images or videos of any defects you would like to have fixed. Our team will get back to you as soon as possible with the next steps.
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For all press inquiries, please contact our team at press@nosnac.com.
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We are always exploring potential new partnerships and we’d love to hear from you. Please contact our team at partnerships@nosnac.com.
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We are proud to partner with leading affiliates and experts seeking to help people with do-it-yourself home improvement. Please contact our team at partnerships@nosnac.com to learn more.
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We are always looking for ways to partner with people that share our vision of making the home improvement experience accessible, inclusive, and enjoyable. If interested in creating content for us, please send us a note at partnerships@nosnac.com.
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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@nosnac.com.