Order & Shipment Policy
Thank you for choosing kmxindutrial! Please refer to our order and shipping policy below.
Placing an Order
You can search for products and place your order online at https://kmxindustrial.shop. The product details page has corresponding images, descriptions, specifications and user manuals to help you choose the right product. If you have more questions, you can chat with us online via inbox or email us at service@kmxequipment.com. Our team at kmxindutrial will be happy to help you find the right product for your needs. Please note that it is your responsibility to check the contents of the order and submit the information correctly.
We provide free delivery services within the continental 48 states of the United States, including appointment scheduling. However, Liftgate service is an optional paid service.
When placing an order, you will need to fill in your phone number in the form provided or inform us of your number through the message box, email, or by calling us directly. Your number is required as we need to contact you regarding the delivery of your product within your preferred time frame.
The order will be shipped from our main warehouse located in CA, IL,or TX. Under normal circumstances, we will need 2 to 3 business days to process the order and start shipping.
We cooperate with multiple transportation companies throughout the nation, thus we can provide customers with excellent delivery services and options. The specific delivery status of each order varies depending on the time of the order, the shipping address, and the transportation company.
In addition to having the order delivered to you, you have the option to pick it up yourself at one of our warehouses. For specific questions about self-pickup, please contact us by phone or email.
Products are classified for delivery as either small package express delivery or truck delivery, depending on their packaging size and weight.
All products on our website come with free standard shipping and free appointment scheduling for successfully completed deliveries within the continental 48 US states. (Note: In the event of a customer-initiated return, in-transit cancellation, or delivery refusal, the actual outbound freight costs absorbed by kmxindustrial will be deducted from the final refund amount). We also offer optional paid value-added services such as Liftgate service. Customers can choose whether to add Liftgate service on the shopping cart page according to their needs.
When delivering LTL (Less-than-Truckload) freight to residential or commercial destinations without a loading dock or forklift, a Liftgate is required. If selected, please contact us in advance; this is an additional fee, and the specific amount will be determined based on your actual circumstances.
A Liftgate is a hydraulic platform mounted on the back of a truck, used to lower freight to the ground,rather than unloading at the customer's residence. It is the responsibility of the recipient to move the product to the desired location after unloading. If our trucks are restricted or impeded in any way, or at the driver’s discretion, the order will be placed in the most sensible location
Note: For products exceeding the weight or size capacity of a Liftgate, customers must arrange their own forklift or loading dock to ensure successful delivery.
Shipping Address Policy:
You may request a free address change anytime before your shipment is released—that is, before the Bill of Lading (BOL) is generated. Once the BOL has been issued, the shipment is considered in process. Any request for address changes submitted after this time point will result in shipping fees borne by the customer.
We use Shopify Payment, so we accepts the following payment methods: Visa, Mastercard, American Express, JCB, Discover, Diners Club, Shop Pay, Apple Pay, Google Pay, and Clicklease.
To protect your rights, we screen orders for potential fraud. Please ensure your billing address matches your payment method to avoid delays in order processing. In addition, our website https://kmxindustrial.shop uses 2048-bit SSL to ensure security. Furthermore, we don't store credit card information for any transactions. Due to our precautions, you can be assured that shopping with us will be a safe and satisfactory experience.
Discount codes apply only to the machine itself, does not apply to any other accessories or services. Discount codes also cannot be stacked and can only be used once per customer.
After placing your order, we will send you an order confirmation email. If you are a registered user, the order can also be found in the ‘Orders Section’ of ‘My Account’.
Order Processing
Order Processing Time: After placing an order, it typically takes up to 72 hours to process the order based on your payment method and product availability. However, to prevent fraud, it may take up to 15 business days to process the order in some cases. Therefore, the shipping time varies for different orders.
Order Status
After placing your order, you can log in to your account at https://kmxindustrial.shop to access the order and obtain updated order status information. You can also query the order through the inbox chat window.
We recommend you check the order status online, as some orders may be delayed for various reasons. Upon noticing this issue, please contact our customer service team for assistance.
You can contact us through real-time chat on our website, call our customer service hotline to obtain order status, or send a query request to service@kmxequipment.com.
Order Cancellation
Need to cancel your order? Plans change, and we are here to help.
1. Order Cancellation Prior to Shipment / Dispatch:
If your order has not yet shipped or been dispatched from our warehouse, we can cancel the order for you. Upon cancellation, your refund will be processed minus the non-refundable payment processing fees charged by the payment gateway (Shopify Payments) based on your selected checkout method.
*Note: Orders funded through third-party financing (such as Clicklease) or bank wire transfers are subject to their respective terms.
2. Order Cancellation In-Transit / After Dispatch:
If your order has already shipped (and an active tracking number / Bill of Lading has been generated), direct cancellation is no longer possible.
If your order is already en route:
1) Contact Us: Please email service@kmxequipment.com or contact your salesperson immediately.
2) In-Transit Rerouting: We will arrange to intercept and reroute the shipment back to our facility. Once received and inspected, your refund will be issued minus the non-refundable payment processing fee, applicable round-trip freight costs (outbound and return freight), and a 15% restocking fee.
3) Cancellation at Delivery Appointment / Delivery Refusal: If you cancel last minute or refuse the delivery, simply request the carrier return the freight to sender. Once received back at our facility, we will process your refund minus the non-refundable payment processing fee, round-trip freight costs, and the 15% restocking fee.
Shipping
We ship for free to the Continental 48 states of the United States: Alabama, Arizona, Arkansas, California, Colorado, Connecticut, Delaware, Florida, Georgia, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Mississippi, Missouri, Montana, Nebraska, Nevada, New Hampshire, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin, Wyoming.
Orders will be shipped free of charge from our warehouses in CA, IL, or TX. Under normal circumstances, we will need 1 to 3 business days to process the order and start shipping. Depending on your location, the order generally takes 4 to 11 business days to be delivered.
After your order has been shipped, you can check the order status information on our website. Sometimes, the status information will be delayed and not show as shipped. However, as long as the order has a tracking number, you can check its status through the website of the shipment company. You can check the logistics information for updates after 24 hours.
For LTL orders, you can accept a phone appointment or change the delivery time before the scheduled date. In most cases, we add this appointment service to all our orders for free. However, to ensure you receive your shipment promptly with no complications, please fill out your information as accurately as possible on the order page. In addition, please be ready to answer your phone from the delivery driver nearing the arrival of your order. Delivery times are normally from 8 AM to 5 PM Monday through Friday. If you are unable to accept your delivery during the scheduled time, please contact us or the shipping company as quickly as possible.
Please note that it is your responsibility to provide accurate contact and delivery information for your order, especially for LTL shipping. You shall be responsible for all costs incurred regarding missed deliveries, including but not limited to reshipping, storage, etc. Carriers will typically hold the shipment for up to 3 business days awaiting delivery confirmation. Failure to respond or schedule delivery will result in the shipment being returned to kmxindustrial. In such cases, if a refund is requested, the refund will be processed minus the non-refundable payment processing fee, round-trip freight costs, carrier storage fees, and a 15% restocking fee. If redelivery is requested, the customer will be responsible for all storage and redelivery charges.
Upon arrival of your shipment, please check the outer packing immediately to see if it is in good condition and if there are any damaged or lost items. If the damage is unacceptable, please reject it and ask the carrier to return the shipment. If the damage is acceptable, please pay attention to any issues on the delivery receipt. Please keep a copy of your receipt for on-site photos and send it to us. If the issue is not noted in the delivery receipt, we cannot guarantee any compensation for damaged or lost items.
Signing a delivery receipt indicates that the signatory has received the shipment under acceptable conditions. If you discover that a product is damaged or contains missing items after receiving the delivery, you must report the damaged or lost items to kmxindutrial within 3 business days. In all cases, take a picture or video showing the damage and send it to the kmxindutrial service team. Once the damage is confirmed, we will send you a replacement. After 3 days, kmxindustrial will not be liable for any reported shipping loss or loss of items.
You must remember to keep all original packaging materials including all accessories, components/parts, and documentation in case you need to return the product to us. It is your responsibility to rebox, reset, redecorate, or repack the product and have it ready for loading by the operator.
Pre-Order Products
Products identified as “Pre-order” on the product page are not immediately available for dispatch. The “Pre-order” designation, together with the estimated processing, shipping, or delivery information shown on the product page, forms part of the order information available to the customer at the time of purchase.
By placing a pre-order, the customer acknowledges that the order is being placed before the product is ready for immediate shipment and agrees to the estimated shipping or delivery window displayed on the applicable product page. Any estimated shipping or delivery time is provided for reference only and is not a guaranteed delivery date. Estimated timing may be adjusted based on inventory changes, replenishment schedules, supplier availability, inbound transportation, weather, carrier conditions, or other circumstances affecting fulfillment.
The standard processing and delivery times stated elsewhere in this policy apply after the pre-order product becomes available for fulfillment. They do not mean that a pre-order product will be shipped immediately after the order is placed while the product is awaiting inventory.
After the pre-order product becomes available and the order is ready for fulfillment, we will process and ship the order in accordance with the applicable shipping arrangements. Once shipment is released and tracking information becomes available, the customer may check the order status through the website or contact us at service@kmxequipment.com.
A pre-order that has not yet shipped is not considered lost, abandoned, or improperly withheld solely because the product is awaiting inventory or because an estimated shipping or delivery window has been adjusted. If you have questions or concerns regarding a pre-order, please contact us through our online chat, or by email at service@kmxequipment.com before initiating a payment dispute. We will review the order status and provide assistance under our applicable policies.
