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Find answers to common questions here: 

 
 

Ordering

What is the ordering process?
1. Orders can be placed online or by phone. Items that are non-purchasable online must be called in to order.

2. Our sales team processes online orders Monday-Friday 8am-3pm EST. Orders placed online outside of that time frame will be processed the following business day.

3. An order acknowledgement is emailed to customer after the order is placed.

4. Once shipped, an email is sent with the tracking information.

5. Order Complete.

IMPORTANT: KG Power Systems does not guarantee same day shipping. We will contact you if an order is placed and the item is not in stock or has a lead time for any reason.
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Can I place an order by phone?
We accept orders by phone Monday-Friday 8 am-4 pm EST.
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What happens if I made a mistake or ordered the wrong item?
Once the order has been placed, you will receive a confirmation email reviewing your order. If any information is incorrect or you ordered the wrong item, please contact us ASAP. Once the item has been shipped, we are unable to change or cancel the order.

* Any orders returned (even if placed by mistake) are still subject to a restocking fee. If you do not receive a confirmation email of your order, make sure to call us ASAP.
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Can I send a purchase order by email?
Yes, we except purchase orders by email.
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Why has my order been canceled?
Here are the most common reasons:

1. The customer requests the order to be canceled. (Orders can not be canceled once shipped).

2. The sales department contacts the customer for additional information but the customer does not respond within 24hours.

3. The sales department determines fraudulent activity.
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Payment, Pricing, Taxes

When do I get charged for my order?
We require payment at the time of order, no exceptions. Credit cards are charged once the item has shipped. Unless the lead time is longer then 2-3 weeks, then your credit card will be automatically charged.

If paid by wire transfer or check, we must receive the full payment before the order can be processed.
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What are the accepted payment methods?
We accept the following forms of payment:

1. Credit Card (MasterCard, Discover, American Express, Visa).

2. Wire Fund Transfer (Must be received before the items ship).

3. Check (Must be received before the items ship).
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Do I get charged tax?
The following states are charged tax unless you can provide a tax exempt form:

1. New York, New Jersey and Connecticut
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Shipping & Delivery

When will my order ship?
Most orders ship 1-4 business days (Not including expedited options). If an item is not in stock, we will contact you before processing the order. You may contact us to check the availability of an item before ordering.

1. UPS Ground - Approx. 1-4 business days to ship plus delivery time.

2. UPS 2nd Day Air - Receive items in 2 business days from the time it ships.

3. UPS 3 Day Select - Receive items in 3 business days from the time it ships.

4. UPS Next Day Air - Receive items next business day from the time it ships.

5. LTL Freight (Items 150lbs plus) - Approx. 1-4 business days to ship plus delivery time.

KG Power Systems does not guarantee same day shipping (Even for expedited orders). Inventory changes daily and it is best to call for availability if you need an item quickly. Shipping times do not include weekends and holidays.
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Where do orders ship from?
Most items are shipped from the manufacturer's warehouse and shipped directly to the customer.
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Can I use my own shipping account?
Yes. In order to do so, call us to place the order over the phone.
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What is Lift Gate Delivery Service?
Lift gate delivery service involves a truck equipped with an electric or hydraulic piece of equipment that allows it to lift heavy cargo. This service is typically recommended for residential deliveries for items weighing 100 lbs. or more.
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Returns & Refunds

Returns
Returns must be made within 30 days of purchase. Our sales team will email you the return instructions and a RGA number. DO NOT ship back your item before receiving a RGA number or we will not accept the item back.

1. The item must not have been used or modified in any way.

2. All returns will have a restocking fee (example: 25% restocking fee)

3. The customer must pay for return shipping.

4. Once the item is received, it will be inspected.

5. Returns may take up to 1-4 weeks for the credit to be issued.
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Warranties
Our sales team will email you the return forms and a RGA number. DO NOT ship back your item before receiving a RGA number or we will not accept the item back.

1. The item must be within the warranty time frame (Typically 1 year).

2. The item must be shipped back to the location given with the RGA number labeled on the package. Shipping costs must be paid by the customer.

3. Once the item is tested and accepted for warranty, the customer will be issued a refund. We do not send replacements, a new order can be placed. Credit may take 2-4 weeks to receive.

4. If you have an AMT pump or AMT motor, they only REPAIR and RETURN items under warranty. They do not offer a credit back, no exceptions.

5. If the item is not accepted under warranty for any reason, it is up to the customer to pay shipping costs to have the item returned.

* We DO NOT exchange an item under warranty for a new one. If you would like a replacement, you will have to place a new order *
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Damaged Items During Transit
If your order has been damaged during shipment, do not sign for product. By signing for a product, you are accepting that the product has been delivered as stated on the packing slip and undamaged in shipment. If the item was delivered without a required signature, it is the customer's responsibility to file a claim with the shipping company.
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Need More Help?

Contact us with any questions including products, ordering, availability etc.
We are open 8 am-4:30 pm EST. Call 631-342-1171 or email Sales@kgpowersystems.com
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QUESTIONS? 

Sales@kgpowersystems.com

We Accept Phone Orders 

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