Contact

Driven Fastener Works is an independent multi-brand specialist retailer for drilling, fastening, and assembly tools from Tekton, GearWrench, and Crescent. When you need help — before a purchase, after delivery, or anywhere in between — this page tells you exactly who handles your question, how to reach them, and what to expect back.

Who operates this storefront

The storefront you are browsing is Driven Fastener Works at drivenfastener.shop. The day-to-day retail operation behind it is run by Rivet & Ratchet Trade Company LLC, a limited liability company registered in Ohio. The storefront name is the retail trade identity of that operating company — they are one and the same business, not a separate firm. Rivet & Ratchet Trade Company LLC handles sourcing, order fulfillment coordination, customer service administration, and the accuracy of every listing, price, and promotional term you see on the site.

Registered merchant address

Driven Fastener Works
1420 Rivet Avenue, Suite 7
Dayton, OH 45402, United States

We have operated since 2021. Please do not send physical returns or walk-in correspondence to this address before contacting us by email — return instructions are issued in writing once eligibility is confirmed.

Start here: primary support

Not sure which team your question belongs to? Write to support@drivenfastener.shop. This inbox is the first point of contact for anything that does not clearly belong to a specialist department, including order status lookups and general account questions. Messages sent to the wrong specialist are also re-routed from here.

• First response: within one business day during the shared service window.
• Include: your order number or the email used at checkout, plus a clear one-line summary of your question or issue.
• How it works: receipt is confirmed with a ticket reference on the next business day. General matters are resolved directly; anything needing a specialist is forwarded with full context, and you are told who now owns the case.
• Escalation: if a general matter remains unresolved after two exchanges, it goes to the operations supervisor via the after-sales department lead.

Shared service window

All departments share one service window: Monday through Friday, 9:00 AM to 5:00 PM Eastern (time zone: America/New_York). Messages received outside these hours enter the queue in arrival order and are answered the next business morning. The auto-reply confirms exactly when the reply window opens, so you always know when to expect a response.

Specialist departments

Five departments handle the questions that benefit from dedicated expertise. Choose the one that matches your situation; if in doubt, the primary support inbox will route you correctly.

Pre-sales: product questions before you buy — presales@drivenfastener.shop

• Handles: tool specifications, sizing, set contents, and suitability questions before purchase; comparisons across the Tekton, GearWrench, and Crescent lines; current stock and expected dispatch for a specific item.
• Include: the product listing or item in question, the intended application or fastener type, and your country or region if tool standard compatibility matters.
• How it works: the team reviews the listing record and manufacturer specifications, replies with a practical recommendation stating its assumptions, and flags recurring product questions back to the listing team for clarification.
• First response: within one business day. Specification questions the team cannot confirm from reference materials are escalated to the operations supervisor.

After-sales: returns, exchanges, and refunds — aftersales@drivenfastener.shop

• Handles: returns, exchanges, and refund status under our published 30-day return window; explanation of manufacturer warranty claims and forwarding of qualifying claims to the brand's service channel; discrepancies such as wrong or missing items.
• Include: your order number, photos of the item and packaging, and whether the tool has been used.
• How it works: the team verifies the order and return eligibility against the delivery date, issues return instructions or opens a warranty forwarding case, then tracks the refund or replacement to completion and confirms the outcome in writing.
• First response: within one business day. Disputes outside standard eligibility go to the operations supervisor for a written decision.

Quality assurance: authenticity and defect reports — quality@drivenfastener.shop

• Handles: authenticity concerns and defect reports, batch tracing and distributor verification, and recording findings in the internal review log.
• Include: your order number, photos of tool markings, packaging, and labels, the delivery date, and whether the item was used.
• How it works: a case file is opened and your evidence is acknowledged, compared against known production and packaging references, and answered with a written finding and the applicable remedy.
• First response: within one business day. Unverifiable findings are escalated to the operations supervisor and, where warranted, to the distributor directly.

Legal and privacy: data and terms — legal@drivenfastener.shop

• Handles: privacy questions, data access and deletion requests, and consent inquiries; intellectual-property communications and takedown requests; interpretation of the terms of sale.
• Include: the email address or account the request concerns, a description of the data or content in question, and proof of authority for third-party requests.
• How it works: your identity is verified before any data request is acted on, the request is logged with a compliance reference number, and the action is completed with a written confirmation including dates.
• First response: within three business days. Complex matters are escalated to the operating company's registered agent for review.

Shipping support: delayed, lost, or damaged deliveries — shipping@drivenfastener.shop

• Handles: investigation of delayed, lost, or damaged shipments with the carrier; confirmation of dispatch details, tracking status, and delivery exceptions; clarification of how the shipping threshold and fee apply to your cart (free shipping on orders over $45.00; standard shipping is $8.00).
• Include: your order number, the tracking status as shown to you, and the delivery address as entered at checkout.
• How it works: the team confirms the dispatch record and carrier scan history, opens a carrier inquiry for stalled or damaged shipments, then reships or refunds per the outcome and confirms the resolution in writing.
• First response: within one business day. Carrier claims unresolved after ten business days are escalated to the operations supervisor.

Quick reference

Clear support before and after the order is part of how we operate — from a quick pre-purchase sizing question to delivery follow-up on a shipment that stalled in transit. Write to the right inbox and a named specialist will take it from there.