Frequently Asked Questions
Delivery
What service do you use for deliveries?
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?
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.
An item on my order was backordered. Do you partially ship?
An item on my order was backordered. Do you partially ship?
By default, all orders will ship when every item is in stock. We do offer partial shipments for domestic orders upon request under certain circumstances:
- Total order value is greater than $150
- Estimated lead time is greater than two weeks
When an expedited shipping service is paid for (i.e. USPS Priority, FedEx Standard/Priority Overnight), we will partially ship the order upon request regardless of the total order value.
If your order meets one of the above criteria, the request for a partial shipment can be made several ways:
- By leaving an order note while checking out
- Replying to the backorder email sent from KC Tool Customer Service after the order has been placed.
- Contacting KC Tool Customer Service through Online Chat, by phone or email.
Unfortunately, international orders are not eligible for partial shipments.
Can I track my item?
Can I track my item?
Yes, all orders shipping from KC Tool will include a tracking number. You will be sent a shipping confirmation email as soon as your order has been processed. This email will contain your tracking number. Tracking numbers can also be found in the Order Details section of a specific order within your order history once the order has shipped.
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?
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.
In case of a backorder, estimated ship dates can be found via your order history after signing in to your account. This estimated ship date is located on the main Orders page for each order as well as in the Order Details section of a specific order.
Can I change the delivery address?
Can I change the delivery address?
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?
Do you deliver to APO/FPO/DPO addresses?
Yes, we can ship to APO/FPO/DPO addresses.
Do you deliver to PO Box addresses?
Do you deliver to PO Box addresses?
Yes. USPS service is available for PO Box delivery.
Can I pick up my order directly from you?
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 normal hours of operation are Monday-Friday 8am-5pm.
Do you deliver to my country?
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@kctool.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?
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?
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?
I live internationally and want the cheapest shipping possible. Can you ship via USPS First-Class Package International Service?
UPDATE: As of August 2021, USPS International Shipping is no longer offered. This includes both First-Class and Priority International.
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?
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@kctool.com.
Payments
Is it safe to order online?
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.
What payment methods do you accept?
What payment methods do you accept?
We currently accept the following payment methods:
- Debit/Credit Card (Mastercard, Visa, American Express, Discover)
- PayPal
- Apple Pay
- Affirm
NOTE: Cash or checks are not accepted for payments.
What is Affirm?
What is Affirm?
Affirm is a financing alternative to credit cards and other credit-payment products. Affirm offers instant loan decisioning for online purchases to be paid in fixed monthly installments over 3, 6, or 12 months. On a $700 purchase, you may pay $58 for 12 months with a 0% APR. Payment options through Affirm are provided by these lending partners: affirm.com/lenders. More information can be found at www.affirm.com
When will my card be charged for my order?
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.
What about Wire Transfers?
What about Wire Transfers?
Yes, we can take Wire Transfers for more substantial orders. Please contact our sales team via email (sales@kctool.com) or phone at (913) 440-9766 to get started.
Are the prices on the website shown in my local currency if I live internationally?
Are the prices on the website shown in my local currency if I live internationally?
All prices shown on our website will be in US Dollars only.
Do I pay sales tax?
Do I pay sales tax?
Under current legislation, the only case in which we charge you sales tax is if your shipping address is in Kansas.
Do you offer companies terms?
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 $300.00 minimum when seeking net terms. Please contact our sales team via email (sales@kctool.com) or phone at (913) 440-9766 for further information.
Products
Are all of your products genuine?
Are all of your products genuine?
Yes, we are a licensed distributor for all of our brands and products. They are 100% authentic.
Can I get more information on a product?
Can I get more information on a product?
Absolutely! We try to give you as much information as possible on all of our products. However, if you require any additional information, please email (customerservice@kctool.com) or call our customer service team at (913) 440-9766. They will try to provide any additional details not found on the website. All catalogs are also available HERE in .pdf format which may include more information.
The item I bought is now on sale. Can I get the difference refunded?
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 previously purchased goes on sale, although we do understand 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?
Do you price match?
We do our best to offer you the best German tools at competitive prices. However, should a US online competitor be offering an in stock like for like product at a cheaper price we will do our best to match it. All price matches are done on a case by case basis and will take competitor shipping charges and taxes in to consideration.
Please contact our customer service team via email (customerservice@kctool.com) or phone at (913) 440-9766 for more information
Can I visit and look at a product in person?
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.
Is there anything special to know about your Clearance section?
Is there anything special to know about your Clearance section?
Occasionally, manufacturers will discontinue products for a variety of reasons. When they do, we will add them to our clearance section. Once they sell out, they're gone for good! One thing to note is that all sales are final from this section. Clearance items can not be returned once they are received. If, by chance, you do receive your item and it is defective in any way, we will do our best to make it right. This will usually be through store credit or replacement with a like item.
Orders
I'm new, how do I order?
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.
An item I'm interested in is out of stock. Can I still order it?
An item I'm interested in is out of stock. Can I still order it?
Items showing out of stock on our website can still be ordered like normal. Hovering over the stock status will show an estimated ship date pending you placing an order today.
NOTE: Due to circumstances beyond our control, out of stock Wiha products cannot be backordered at this time.
Since we carry over 28,000 different tools, we are unfortunately not able to stock everything. However, most of the manufacturers have warehouses here in the United States allowing us to get out of stock items within 1-2 business days. Certain items may need to come directly from Germany and would see a 2-4 week lead time.
Do you guys have any promos or coupon codes available?
Do you guys have any promos or coupon codes available?
We do offer promos and coupon codes occasionally. These can be found in our newsletters, website banners, social media (e.g., Instagram, Facebook, YouTube), or on our partner websites (e.g., Toolguy'd, Garage Journal, Tools in Action, Mechanical Hub, etc).
Current promos include:
- Free Shipping on orders over $75 shipping to the lower 48 US states
- Free Shipping on orders over $150 shipping to Alaska, Hawaii, APO/FPO, and US Territories
- Free Shipping on orders over $300 shipping to Canada*
- Free Shipping on select SKUs less than $75**
- Free KC Tool German Tool Brand Sticker Pack on orders over $100
* - There may be separate customs and/or duties due prior to delivery. Check with your local province/territory for more details.
** - Coupon codes can not be applied to these SKUs. Please also note coupon codes can not be applied to Tool of the Day™ or Stabila items.
Can I change or cancel my 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 when possible. Please email customerservice@kctool.com or call us 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.
I recently placed an order that has not shipped. Can I add to my existing order?
I recently placed an order that has not shipped. Can I add to my existing order?
In most cases, as long as the order has not shipped, we will certainly be able to add items to an existing order. You would just need to provide us with the CVV code of the original credit card for the additional payment. A money request can be sent if PayPal was used. We are also able to combine multiple orders so they ship in a single box to save on shipping costs, if preferred.
To take advantage of combined shipping, please place a second order with the additional items as soon as possible. An order comment can be added to the second order requesting the combination. You can also contact us via online chat, email or phone to make the request.
If a shipping charge was paid on any of the orders, but the new combined order qualifies for free shipping, we will refund any shipping charge(s). Multiple orders to the same address qualifying for free shipping may also be combined automatically at our shipping department's discretion.
Please note we can not guarantee all changes are made prior to orders shipping but we will try our best to accommodate requests.
Where is my order?
Where is my order?
If your order has not arrived when you were expecting it then please check the following:
- Check if 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? Has your order shipped?
- Check for text messages, emails and attempted delivery cards from the shipping carrier. Your package may be awaiting collection at a local office or you may need to re-arrange delivery.
- Check that 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@kctool.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.
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@kctool.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?
How do I create an account?
- Click the "Log In / Register" link at the top right of our site.
- Click the "Continue" button under "Sign Up"
- Follow the prompts to create your account
How do I edit my account information?
How do I edit my account information?
Click the "Your Account" link at the top right of our site.
I forgot my password.
I forgot my password.
Recover your password here.