FAQ

Delivery

What service do you use for deliveries?
How long does delivery take?
Can I track my item?
How do I know if my item has been shipped?
Can I change the delivery address?
Do you deliver to APO/FPO/DPO addresses?
Do you deliver to PO Box addresses?
Can I pick up my order directly from you?
Do you deliver to my country?
Do I have to pay Customs & import charges if I live outside of the USA?
The customs department of my country have asked me for further information. What should I do?
I live internationally and want the cheapest shipping possible. Can you ship via USPS First-Class Package International Service?
Can you ship my order using my shipping account?

Payments

Is it safe to order online?
Which credit cards do you accept?
When will my card be charged for my order?
Do you take PayPal?
I received a billing address error when checking out. Why do I see multiple charges on my account now?
What about Wire Transfers?
Do I pay sales tax?
Do you offer companies terms?

Products

Are all of your products genuine?
Can I get more information on a product?
The item I bought is now on sale. Can I get the difference refunded?
Do you price match?
Can I visit and look at a product in person?

Orders

I'm new, how do I order?
Can I change or cancel my order?
Where is my order?
Part of my order is missing or incorrect.

Account

How do I create an account?
How do I edit my account information?
I forgot my password.

Delivery

What service do you use for deliveries?

We use FedEx and the United States Postal Service (USPS) to send our orders.
FedEx is used for Standard and Priority Overnight orders.
Free Shipping orders will ship using the most economical shipping service. In most cases, this will be USPS First Class or Priority Mail service.
KC Tool reserves the right to use discretion in any circumstance where it makes more sense to use an alternative delivery method.

How long does delivery take?

  • FedEx Priority Overnight arrives by 10:30AM the next business day when ordered before 12pm CT*. Click here for Saturday Delivery.
  • FedEx Standard Overnight arrives by 4:30PM the next business day when ordered before 12pm CT*.
  • FedEx Ground is for shipments to commercial addresses. Most shipments will arrive within 3 business days. Click here for a transit time map.
  • FedEx Home Delivery is for shipments to Residential Addresses. Home Delivery has the same transit time as Ground except they do not deliver on Monday. Click here for a transit time map.
  • USPS Priority Mail arrives within 1-3 business days.
  • USPS First-Class Mail arrives within 2-5 business days.
  • International orders generally take between 1 and 3 weeks.**
*next day delivery is not guaranteed during limited time sales, holiday seasons or when items on the order are out of stock. Overnight delivery time can also vary by location.
**International delivery times vary widely, particularly if shipments are subject to customs and duty procedures beyond our control.

Can I track my item?

Yes. You will be sent a shipping confirmation email as soon as your order has been processed. This email will also contain your tracking number.
Please note tracking numbers are active and trackable up to 2 hours after the order has been collected from our warehouse, approximately 8pm Central Time, Monday to Friday. For orders marked shipped on a Friday afternoon, packages may not be trackable until they have been collected from us by USPS the following Monday.

How do I know if my item has been shipped?

You will receive a shipping confirmation email once your order has been shipped. This email will also contain your tracking information.

Can I change the delivery address?

For orders placed online, we do provide the option to ship to an address different from the billing address. However, for security reasons, this service is discretionary. We reserve the right to verify details with our customers before shipping to a different address.
If you have made a mistake with your delivery details, please contact us immediately and we will try to amend them.
If the order has already left our warehouse, then the delivery address cannot be changed.

Do you deliver to APO/FPO/DPO addresses?

We can ship to APO/FPO/DPO addresses.
Please ensure you complete the billing address field as appropriate and the APO/FPO/DPO address as the delivery address.

Do you deliver to PO Box addresses?

Yes.

Can I pick up my order directly from you?

Customers with a Kansas or Missouri address are more than welcome to choose the In-Store Pickup option as your shipping method. We are located at 1280 N Winchester St, Olathe, KS 66061. Our hours of operation are 8am-5pm Monday- Friday.

Do you deliver to my country?

We deliver to the United States (USA), Canada, Australia, United Kingdom (UK), New Zealand, Puerto Rico, the Virgin Islands and more. Please send any further inquiries to customerservice@kctoolco.com if you do not see your country listed during checkout.

Do I have to pay Customs & import charges if I live outside of the USA?

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.
Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.
The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

The customs department of my country have asked me for further information. What should I do?

Each country has its own unique import procedures, which are subject to change. If you have an order held in customs then please contact our customer service team with your order number, via email. We will do our very best to help resolve the matter as swiftly as possible.

I live internationally and want the cheapest shipping possible. Can you ship via USPS First-Class Package International Service?

While we recommend FedEx service for international orders, we can ship using USPS First-Class International service in certain cases. Know that USPS only guarantees door to door tracking within the United States. If tracking does not appear on the USPS website, please check your country’s local mail service website for possible updates using the tracking number provided in the shipping confirmation email.

Can you ship my order using my shipping account?

In most instances, yes. Please enter your FedEx, UPS or DHL account number in the order comment section during checkout. Any shipping charges paid during checkout will be removed and credited once the order ships. If additional information is needed, please contact us at customerservice@kctoolco.com.

Payments

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.

Which credit cards do you accept?

We currently accept the following credit cards on www.kctoolco.com, in our retail store and on telephone orders:
  • Mastercard
  • VISA
  • American Express
  • Discover

When will my card be charged for my order?

The full cost of the order will be charged to the card as soon as it is placed.

Do you take PayPal?

Yes, we gladly accept payments via PayPal. On the shopping cart page, choose "Checkout with PayPal."

I received a billing address error when checking out. Why do I see multiple charges on my account now?

Credit card transactions are verified based on the billing address associated with the credit card using the Address Verification System (AVS). When the billing address entered during checkout does not match the address on file with the banking institution, an error is returned. These payments are declined by KC Tool and the order is cancelled. The authorization, however, will stay pending on customer's accounts for an average of 3-5 business days.
Please note the AVS system is not used worldwide. If you are an international customer who receives an AVS Mismatch Error and you're sure the address was entered correctly, this is likely due to the banking institution not supporting the AVS system. Please try to use an alternate credit card or PayPal for payment.

What about Wire Transfers?

Yes, we can take Wire Transfers for more substantial orders. Please contact our sales team via email (sales@kctoolco.com) or phone at (913) 440-9766 to get started.

Do I pay sales tax?

Under current legislation, the only case in which we charge you sales tax is if your billing address is in Kansas.

Do you offer companies terms?

In some cases, we are able to offer terms (net 30) to companies/businesses. We kindly ask that orders meet a $500.00 minimum when seeking net terms. Please contact our sales team via email (sales@kctoolco.com) or phone at (913) 440-9766 for further information.

Products

Are all of your products genuine?

Yes, we are licensed distributors for all of our products. They are 100% authentic.

Can I get more information on a product?

We do try to give you as much information as possible on all of our products, however, if you require any additional information then please email (customerservice@kctoolco.com), or call our customer service team at (913) 440-9766. They will try to provide you with all the information you require.

The item I bought is now on sale. Can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demands and the manufacturers. We are, therefore, unable to refund the difference in price when an item you have purchased goes on sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy.

Do you price match?

We do our best to offer you great product at competitive prices, however, should a US online competitor be offering a like for like product at a cheaper price we will do our best to match it.
Please contact our customer service team via email (customerservice@kctoolco.com) or phone at (913) 440-9766 for more information

Can I visit and look at a product in person?

You certainly may. Please note we do not have a display area, but bear with us and we can show you any of the items we have in stock in our warehouse. We are located at 1280 N Winchester St, Olathe, KS 66061. Our hours of operation are 8am-5pm Monday-Friday.

Orders

I'm new, how do I order?

At KC Tool we go to great lengths to ensure your shopping experience is as easy and secure as possible
First you need to register an account with us. This process is very simple and will ensure you can quickly and safely make orders. You can do so here.
Once you have created your account you can browse the site; either by using the filters listed on the side, the categories listed in the "Shop" drop-down menu, or simply using the search field at the top.
When you have finished shopping, simply go to your cart and choose if you will be checking out with a credit card or by PayPal. Then proceed to choose your shipping method and complete payment and the items will be shipped to you.
Alternatively, you can contact a member of our customer service team at (913) 440-9766 to place a telephone order.

Can I change or cancel my order?

If your order has been placed, but not shipped, we will make the change or cancellation straight away wherever possible. Please email (customerservice@kctoolco.com), or call our customer service team at (913) 440-9766 for assistance.
Please note we can make no guarantees to change orders prior to shipping but we will try our best to do so.

Where is my order?

If your order has not arrived when you were expecting it then please check the following:
  • Check you have received a shipment confirmation email
  • Check the tracking link via your shipment confirmation email to view the most up to date information on the whereabouts of your package.
  • Check within MY ACCOUNT. Is your delivery address correct? Are your contact details up to date?
  • Check for text messages, emails and attempted delivery cards from one of our couriers. Your package may be awaiting collection at a local office or you may need to re-arrange delivery.
  • Check no one else residing at your address has taken receipt of your package.
  • Check with the delivery service to see if they are holding the package or if there was a problem with delivery.
If you still can't locate your package, please do not hesitate to contact our customer service team via email (customerservice@kctoolco.com) or phone at (913) 440-9766 with your order number on hand. We will work to find your package straight away.
Should it not be found we will arrange a replacement or refund for you.

Part of my order is missing or incorrect.

From time to time mistakes do happen. However, we will do our best to rectify any errors made.
If an item is missing from your order please contact our customer service team via email (customerservice@kctoolco.com) or phone at (913) 440-9766 with your order number and the name of the missing item. We will do our best to resolve the issue as quickly as we can.

Account

How do I create an account?

  1. Click the "Log In / Register" link at the top right of our site.
  2. Click the "Continue" button under "Sign Up"
  3. Follow the prompts to create your account

How do I edit my account information?

Click the " Your Account" link at the top right of our site.

I forgot my password.

Recover your password here.