FAQ
Section 01
Ordering & Buying
How do I place an order?
Browse our Collections page, select the machine you want, choose any options, and click "Buy it now." You'll be guided through a secure checkout. Once your order is confirmed, you'll receive an email with your order details.
Can I order by phone?
Yes. Call us at +1 469 677 9635 Monday through Friday, 9am–6pm CST and our team will walk you through the order process and answer any questions before you buy.
Can I cancel my order?
Orders can be cancelled within 24 hours of placement at no charge. After 24 hours, if the machine has already entered processing, a cancellation fee may apply to cover prep and freight booking costs. Contact us immediately at support@kima.com if you need to cancel.
Can I modify my order after placing it?
Order modifications (address changes, model changes) can only be made before the machine enters processing. Contact us as soon as possible if you need to make a change. Once shipped, address changes may incur additional freight fees.
Do you offer bulk or fleet pricing?
Yes. If you're purchasing 2 or more machines, contact us directly for fleet pricing. We work with contractors, rental companies, and municipalities on custom quotes.
Section 02
Shipping & Delivery
How much does shipping cost?
Shipping is 100% free to all contiguous 48 US states. We use LTL flatbed freight carriers to deliver heavy equipment directly to your location at no extra charge.
How long does delivery take?
Orders are processed in 3–5 business days and transit takes 8–10 business days for most locations. West Coast deliveries may take 10–14 business days. You'll receive a tracking number once your order ships.
How will my machine be delivered?
Your machine ships via flatbed freight truck. Delivery is curbside — the driver will place it at an accessible point at your address. You are responsible for unloading, so have a forklift, skid steer, or tractor on standby.
Will the carrier call before delivery?
Yes. The freight carrier will contact you 24–48 hours before delivery to schedule a time window. Make sure your phone number is correct at checkout and answer unknown calls during your expected delivery window.
Do you ship to Alaska, Hawaii, or internationally?
Free shipping applies only to the lower 48 states. For Alaska, Hawaii, or international orders, contact us at support@kima.com for a custom freight quote.
Section 03
The Machines
What engines do your excavators use?
Our machines are powered by Kubota, Yanmar, and EPA-certified diesel engines — the same brands trusted by major OEM manufacturers worldwide. Engine specs are listed on each product page.
What attachments are included?
Most excavator packages include up to 12 attachments at no extra cost — typically buckets (various sizes), a hydraulic thumb, auger, and more. Check each product page for the exact attachment list included with that model.
Are your machines EPA compliant?
Yes. All machines sold on our store meet EPA engine emission standards for the US market. Certification details are included in the product documentation shipped with your machine.
Do the machines come assembled?
Machines arrive largely pre-assembled. Minor assembly may be required such as attaching the bucket or boom. Instructions and all necessary hardware are included. Most customers have their machine operational within 1–2 hours of delivery.
What size machine do I need?
It depends on your application. For landscaping and light digging, a 1–1.8 ton machine is ideal. For trenching, foundation work, or heavier jobs, a 2–4 ton excavator is recommended. Call us at +1 469 677 9635 and we'll help you choose the right model for your needs.
Are spare parts available?
Yes. We stock common wear parts and can source replacement components for all machines we sell. Contact us with your model name and part needed and we'll get you sorted quickly.
Section 04
Warranty & Support
What does the 1-year warranty cover?
Our warranty covers manufacturing defects in parts and labor for 12 months from the date of delivery. This includes hydraulic components, engine defects, structural failures, and electrical issues that arise under normal use.
What is NOT covered by the warranty?
The warranty does not cover normal wear items (filters, belts, fluids, rubber tracks), damage from misuse, neglect, accidents, improper maintenance, or unauthorized modifications. Cosmetic damage not affecting function is also excluded.
How do I file a warranty claim?
Email support@kima.com with your order number, a description of the issue, and photos or video of the problem. Our team will respond within 1–2 business days with next steps.
How long does a warranty repair take?
For parts-based claims, replacement components typically ship within 3–7 business days once approved. For more complex issues requiring inspection, our team will provide a timeline after diagnosis.
Section 05
Returns & Refunds
What is your return policy?
We offer a 30-day return window from the date of delivery. If you're not satisfied, contact us within 30 days and we'll arrange a free pickup and full refund for eligible returns.
Do I have to pay for return shipping?
No. For approved returns, we arrange and cover the freight pickup cost. You will not be charged for return shipping.
When will I receive my refund?
Refunds are processed within 5–7 business days of us receiving and inspecting the returned machine. Funds are returned to your original payment method and you'll receive a confirmation email.
My machine arrived damaged — what do I do?
Note any damage on the Bill of Lading before the driver leaves, take photos immediately, and contact us within 48 hours at support@kima.com. We'll file the freight claim and arrange a repair, replacement, or refund.
Section 06
Payments & Pricing
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), PayPal, and other methods available at checkout. All transactions are secured with SSL encryption.
Are there financing options?
Financing options may be available depending on your location and payment method. Contact us at support@kima.com or call us to discuss payment plans for large purchases.
Is my payment information secure?
Yes. Our checkout is powered by YouCan's secure platform with SSL encryption. We do not store your credit card details — all payments are processed through certified, PCI-compliant payment gateways.
Are prices shown in USD?
Yes. All prices listed on our store are in US Dollars (USD) and include any listed discounts. Taxes may apply depending on your state at checkout.
Do you charge sales tax?
Sales tax is calculated based on your shipping address and applicable state laws. The exact tax amount will be shown at checkout before you confirm your order.
Still have a question?
Our US-based team is ready to help Monday – Friday, 9am to 6pm CST.