Damaged/Missing Items - Common Carrier
If any item or packaging is damaged or missing, or if you have any doubt about possible damage, you MUST do the following:
Our warehouse gives great attention to packaging every order for shipment. Unfortunately damage does occur occasionally during transit and we must go to the carrier company to receive reimbursement for these damages. By signing the delivery receipt you are taking responsibility and ownership for the shipment in the condition noted. If part or all of your shipment is damaged and you did not note this in any way on the delivery receipt, we CANNOT guarantee any compensation for damages. By signing your name on the delivery receipt without noting any damages, you are stating that you have received your shipment in acceptable condition.
Damaged/Missing Items - UPS/Fedex/USPS
Great care is taken when packing your order, but on rare occasions damage may occur or an item may have been missed. Upon receiving your order, please inspect it for any damages or missing items. If any part of your order is missing or damaged, please keep the items and packaging, and contact us within 5 business days of receiving your order so we can find a solution for you! Pictures of damage may be requested to help with the process.
We’re dedicated to getting your order to you as fast as possible, so our warehouse strives to have orders processed and ready to ship within 1-2 business days (Monday through Friday, 8:00 a.m. to 4:30 p.m., EST). Most products ship from one of our warehouses across the U.S. However, some items will be shipped directly from the manufacturer, in which case the delivery times may vary. Common carrier deliveries range from 1 to 10 days for delivery, depending on your proximity to the shipping origin. Ground shipping can take anywhere from one to seven days. All delivery times are estimates.
For additional shipping charges, Second Day guarantees delivery of your order by the end of the second business day from when the order was picked up from our warehouse. Next Day guarantees delivery of your order by the end of the next business day after your order was picked up from our warehouse. Expedited shipping is not an option for common carrier shipments.
Second Day & Next Day orders received after 12:30 p.m. Eastern Standard Time will be processed on the following business day.
Errors In Shipment
Great care is taken when packing your order, but on rare occasions errors may occur. If there is an error with any part of your shipment, please contact us within 5 business days of receiving your order so we can find a solution for you!
While we put our best effort into making sure your items arrive on time, there are rare occasions where our carriers will lose a shipment. In these situations, it’s our highest priority to find your items and will work with the carrier to do so. For ground shipments, a trace will be started with the carrier that is delivering your shipment. If there is no movement on the tracking, the terminals that your package went through will be checked. If your shipment is delivered but you do not have the package, the driver that delivered the package will be asked to confirm where it was delivered to.
For common carrier shipments that are lost in transit, our Traffic team will begin a dock check with the carrier company, and the terminals that the shipment was moved through will be checked for the lost product.
Traces with FedEx and dock checks with the carrier will take approximately 3-5 business days to complete. We make it our priority to keep you updated as to the status of the trace or dock check while it is completed. If your shipment is found, we will continue the delivery to your location. If it is deemed lost, we will work with you to provide a satisfactory resolution.
Methods & Charges
KTSupply ships the majority of its products via FedEx/UPS or another parcel carrier. However, for certain large and heavy items, a common carrier freight service is used. Common carrier items are noted in your shopping cart with an asterisk.
Shipping charges for common carrier and small package items are calculated by factoring in the weight, dimensions, and shipping distance.
KTSupply strives to offer you the best price that we can. Some online retailers may offer "free" shipping but upon closer scrutiny, most customers find that our price is still one of the best out there even when shipping charges are added in! Some of our items do ship for free, and are denoted as such on our site. In this case, we're simply passing along savings from the manufacturer to you!
The vast majority of our products can be shipped with a parcel carrier to a residential address. Bear in mind that these carriers charge more to ship to a residential address versus a commercial address. This difference is usually several dollars, but varies by region, and will be reflected in your shipping charges.