Shipping policy

At TKBonline.com, we are committed to providing a seamless and efficient shipping experience for our customers, whether you're placing a small order or require Less Than Truckload (LTL) freight services. Please review the following shipping policy to better understand our processes and guidelines.

1. Small Orders:

  • Shipping Methods:

    • Small orders will be shipped via reputable carriers, including but not limited to standard ground services and express options.

    • Shipping times are subject to each carrier's daily cut-off time, and dependent upon warehouse turnaround.

      • Standard Ground Shipping: 1-5 business days. 
      • Second Day Air: 2 business days after shipment
      • Next Day Air: 1 business day after shipment.

  • Processing Time:

    • Small orders typically have a processing time of 3 to 5 business days before they are shipped.
    • Customers will receive a confirmation email with tracking information once their order has been dispatched.

  • Shipping Costs:

    • Shipping costs for small orders are calculated based on the weight, dimensions, and destination of the package.
    • Customers can view shipping costs before finalizing their order during the checkout process.

  • Shipping Restrictions:

    • Some items may be subject to shipping restrictions or additional charges based on their size, weight, or destination.

2. LTL Freight:

  • Eligibility for LTL Freight:

    • LTL freight services are available for larger and heavier items that exceed the limits of standard parcel carriers.
    • Customers will be notified during the checkout process if LTL freight is required for their order.

  • Processing Time:

    • LTL freight orders may have a longer processing time, typically 5 to 10 business days, due to the specialized handling required.

  • Freight Charges:

    • LTL freight charges are calculated based on the weight, dimensions, and destination of the shipment.
    • Customers will receive a shipping quote before completing the purchase.

  • Delivery Appointment:

    • For LTL freight deliveries, customers will be contacted by the freight carrier to schedule a delivery appointment.
    • In Person Freight Receipt: The carrier will contact you directly to schedule delivery.? If you are not available to receive a scheduled delivery, you may be charged a delivery fee on your original payment method. 
    • Contactless Delivery Acceptance: You will be provided a shipping date and tracking for the order, and being home for receipt is optional. If not home at time of delivery, the carrier will document the condition of the package and location it is placed with photos.
    • In Home Delivery: In Home delivery is a premium service available only on select items.  Products are shipped on a semi-truck and delivered to an agreed upon location inside your home. Shipping times will vary based on destination, extreme weather, and other variables. The carrier will contact you directly to schedule delivery. If you are not available to receive a scheduled delivery, you may be charged a delivery fee on your original payment method.

  • Receiving Your Freight Shipment:

    • Customers are responsible for inspecting the shipment upon delivery and noting any damages on the delivery receipt.
    • Please thoroughly review our LTL freight receiving guidelines provided with your shipping confirmation.
  • Backordered Products
 Sometimes an item is out of stock and is on backorder. Backordered items are charged in full at the point-of-sale, just like in-stock items. This is to reserve the item with the manufacturer or, in some cases, reserve an item that's made to order.             

Within 48 hours of the order placement, we'll notify you via email if items are backordered and the estimated shipping date.
    • Prior to the shipping date, we will verify with the manufacturer or shipping warehouse that we are on track to ship. We'll notify you via email if there is a reason for additional delay.
    • If backordered items are confirmed as not shipped, the order MAY BE cancelled. Items that have left the manufacturer or original storage facility CANNOT be cancelled.
    • To cancel a backordered item, contact customer service and we'll do our best to halt shipment. We'll confirm your cancellation via phone or email, and credit or update your order.
  • If Your Product Is Damaged In Transit

 

All requests for returns must be made within 30 days of invoice date. Returns are subject to a 25% restocking fee unless the return is due to Totalkb error or a quality issue.
To request a Return Goods Authorization contact Customer Service.
• Email: info@totalstonesolutions.com
• Include the item number, quantity, and reason for return when requesting a RGA.
• Items received defective or damaged may not be credited.
o Please include a photo of the item and/or packaging if there are any defects or damages upon receiving. Customer service requires proof of defects or damages to process these returns accordingly. In some cases, credits will be applied and the return of defective or damaged products will not be required.
• All items should be in original packaging and shipped with care to avoid damage.
If the return is due to an error by Totalkb.com, a return shipping label will be provided. Otherwise, shipments are the Customer’s responsibility and should be via a method which allows shipment tracking and proof of delivery.

 We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered. 

 

Providing The Correct Delivery Address

 

Due to variances in tax laws from state to state, once an order has been placed, we are no longer able to alter the shipping address. Please make sure that all of your shipping information is correct before placing your order.

3. Tracking Your Order:

  • Customers can track their orders using the provided tracking information through our website or the carrier's website.

4. Warranty

  •  Each product sold by totalkb.com includes its full-factory manufacturer warranty, which can be found on the product page. If you have a warranty inquiry on an item you purchased from us, we can provide additional information and contact the manufacturer directly.

5. Customer Support:

  • For any shipping-related inquiries or assistance, our customer support team can be reached at info@totalstonesolutions.com.

At Totalkb.com, we strive to deliver your orders promptly and securely, whether they are small packages or larger freight shipments. Thank you for choosing us for your shipping needs.