Here at KMS Tools, we pride ourselves in customer service and strive to deliver with fast, reliable shipping and prompt communication. If you'd like to speak with a real person about your web order, you can reach Allison in the Web department at 1-800-567-8979 ext 353.
If you haven't dealt with KMS Tools before, ask somebody you know who has; our customers tend to appreciate our great service. Otherwise, check out our zero-complaint rating for nine stores at the Better Business Bureau.
Free Shipping! Sales
For the month of August, we're offering free shipping for orders over $50 on our website. We try to keep the fine print to a minimum, so here are the restrictions in plain English:
- Free shipping is available only to the 10 southern provinces: BC, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, Newfoundland & Labrador, New Brunswick, Nova Scotia, and Prince Edward Island.
- Free shipping is available only for in-stock items under 50 lbs which can be ground shipped by courier or Canada Post. Oversized items or delivery to non regular service destinations aren't included. Decisions on such items will be at KMS Tools' discretion.
Customer Service
For customer service, our standards are the following:
- We will get back to you by the next business day regarding any inquiries about your order. During regular business hours (8 AM - 4:30 PM PST, M-F) you will generally receive an answer within the hour. For technical questions about products, we'll pass your questions on to the appropriate experts within KMS Tools.
Shipping
- We generally invoice and ship product the next business day after the
order is received. If there are any delays in processing your order - for example,
if stock has to be transferred from another branch - we will inform you by phone
or email the next business day. During especially hot sales - like 3 day sales
or free shipping sales - orders may ship the second or third business day after
your order has been placed. Please note that we only offer free shipping is
a promotion that happens occasionally; it is not an ongoing promotion.
- The business day after your product ships, we'll email you with tracking information for your delivery. The only exception to this rule is when our shipping company does not provide us with tracking information; however, 99% of the time, we do receive this info. We generally ship by Purolator for parcels within Canada, Vitran for oversize shipments, and Canada Post and UPS for international shipments. For international shipments - especially to the US - we find that our customers are charged duty less frequently when we ship by UPS.
- Whenever possible, give your street address (rather than a PO Box) and we'll try to ship it out to you by Purolator (unless it's a remote destination). If you give a PO Box instead, your item will go out by Canada Post, which we find isn't as quick as Purolator.
Returns and Exchanges
KMS's returns and exchanges policy is as follows:
- Your original receipt is required for warranty, refund, or exchange. In unique situations, a restocking fee may be charged. Refunds are issued by original method of payment.
After 30 days, instore credit will be issued.
- For web purchases, you may return your item within the 30 day period at any KMS Tools store, or by prepaid mail after arranging with the Web department at 1-800-567-8979 ext 353. If the return is due to a manufacturer's defect, KMS Tools will cover the shipping.
- Items must be returned in the same condition they were purchased. In most cases, we can take back (with a restocking fee) an item which is used for a short time and returned: the restocking fee will be similar to the charge of renting the item at KMS Tool Rental.
- Our warranty covers manufacturer's defects only. Abuse (such as dropping or accidents) and neglect (failing to oil a compressor or hydraulic ram, for example) are not covered by this warranty.
- Items which are worn (such as respirators) cannot be returned for hygienic reasons.
