BECAUSE WE GIVE A FAQ

Check out our list of frequently asked questions for more information on your order

ORDER ISSUES & SHIPPING

I CAN't open the digital plans, what do I do?

A RAR is a compressed file, or data container, that holds one or more other files and folders inside of it.

Think of a RAR file like a regular folder on your computer, where there are sometimes many other files and folders inside of it for the purpose of organizing them.

However, unlike a normal folder, a RAR file needs special software to open and "extract" out the contents.

It’s easy and it’s free to get the software that can help you “extract” a .rar. file. Just Google “how to extract a .rar file for free”, and plenty of results will appear.

The shipping confirmation email says, “You can track your order here_____”, but there is no link. Where can I get this link?

A1:Our automated system usually sends out a link to track your package, but occasionally it messes this up, and your tracking number isn’t sent to you. Please write to us at support@kmtools.com , and we will send it to you manually.

A2: If you ordered a smaller item that we would ship in a padded envelope, i.e., Extension Strap, then you will not be receiving a tracking number as this type of shipping does not come with one.

Can I pay extra for expedited shipping?

Yes, we have several different options at checkout that allow you to choose your preferred carrier and shipping speed.

The tracking information says that my package was delivered, but I never got it. What should I do?

A: 99% of the time, the package was delivered to the wrong address or it is still with the post office. Please allow a few days for the package to arrive. If it still hasn’t arrived after 3 Days since “delivery”, please write to us at support@kmtools.com and we will be happy to work with you on the situation.

Do you ship to my country?

We ship to almost every country in the world. However, since COVID-19 has been established as a Global Pandemic, there are some countries that we are currently unable to ship to. For a full list of countries, as well as up to date information on the shipping conditions of that country, please visit https://about.usps.com/newsroom/service-alerts/international/welcome.html

How long will it take for my package to arrive?

Domestic shipping times take about 3-5 business days on average. For international customers, we have been seeing average shipping times range from 2-3 weeks. Of course these are just estimates, actual times may vary.

The tracking information hasn’t updated in days, is the package stuck? Is it lost?

During these challenging times, the Postal Service has been scanning packages less frequently, and this leads to larger gaps in the tracking information, and sometimes it may seem like the package is stuck, or even worse, lost. However, 99.9% of the time, the package is still on its way to you, and it will arrive within the scheduled delivery time.

PRODUCT & STOCK

Is the Katz-Moses No Deflection Stop Block compatible with my t-track?

The Katz-Moses No Deflection Stop Block uses standard ¼ - 20 bolts and should work with all universal T-track.

I’m right handed. I use my right hand to write and mark with my marking knife. Which apron should I choose?

The handedness of the apron is referring to which side the marking knife holder is on. If you are right handed and use your right hand to write and mark with, you should choose a right handed apron. The opposite is true for Lefties.

Do you have a distributor that sells your products in my country?

No, we are currently the only sellers of the KM Tools products. However, we do ship to almost every country in the world!

RETURNS

What is your return policy?

We take re-sellable, unused merchandise within 30 days.

My package still hasn’t arrived, and I feel like it has taken too long. When can you send out a replacement order, or give me a refund?

Under the new conditions of the Pandemic, acceptable shipping times have increased. For domestic shipments, our cutoff is 3 weeks in transit. For international shipments, 30 days. If your package has been in transit longer than the times mentioned above, we can resend your order, or issue a refund if you prefer.

STILL HAVE QUESTIONS?

Please use our live chat feature by clicking the dark red chat icon in the right hand corner or contact us directly at:

support@kmtools.com