Frequently Asked Questions

Browse the catalogue, add items to your cart and check out. You can order as a guest or sign in to save addresses, track shipments and reorder faster. In-stock items are dispatched within 1–2 business days.

Yes. Open My Orders under /account/orders, find a past order and use the reorder option to add the same items to your cart in one click — ideal for restocking consumables and frequently used tools.

If your order has not yet been dispatched, contact us as soon as possible at support@basoo.io and we will do our best to amend or cancel it. Once an order has shipped it follows our returns process.

Yes — Basoo is a B2B brand and we offer volume pricing for distributors, resellers and large buyers. Apply for a wholesale account at /wholesale and our team will set you up with trade rates and dedicated support.

Approved trade and wholesale accounts can enter a PO number at checkout and pay on agreed terms. If you do not yet have an account, apply at /wholesale or contact us to get started.

Absolutely. Wholesale orders qualify for consolidated freight, pallet and container pricing by air or sea. Contact us with your requirements and destination for a tailored quote.

Yes — orders with a subtotal of $250 or more qualify for free standard shipping within our primary delivery zones. Below that, a flat freight rate is calculated at checkout based on weight, size and destination.

We ship worldwide by air and sea freight. Transit times and options are shown at checkout and explained on our Shipping & Delivery page. Import duties and taxes are the recipient's responsibility unless agreed on a wholesale contract.

You will receive a tracking number by email once your order ships. You can also follow every shipment, view status and download invoices under My Orders at /account/orders.

We accept major credit and debit cards at checkout. Approved trade accounts can also pay by purchase order on agreed terms. All payments are processed securely.

Applicable taxes are calculated and shown at checkout based on your location. For international orders, import duties and local taxes may apply on delivery.

Generators and engines carry a 24-month limited warranty; power tools and most other equipment carry 12 months, from the date of purchase. Full coverage details and exclusions are on our Warranty page.

Email support@basoo.io with your order number, the model and serial number, a description of the fault and photos if possible. Keep your invoice as proof of purchase — see /warranty for the full process.

Most unused items in original condition and packaging can be returned within 30 days for a refund or exchange. Fuelled or used engines and generators, consumables and custom orders are excluded. See our Returns & Refunds page for details.

No — you can check out as a guest. Creating an account lets you track orders, save addresses, reorder quickly and manage wholesale details, so we recommend it for regular buyers.

Use the “Forgot password” link on the sign-in page and we will email you a secure reset link. If you have trouble, contact support@basoo.io.