FAQs
Where are you located?
Our home office is located in San Antonio, Texas.
Mailing Address:
9110 N Loop 1604 W
Suite 104 #105
San Antonio, TX 78249
How do I get in touch with you?
You can reach us Monday through Friday, 9 AM–4 PM CST, at 210-369-8553. If we miss your call, please leave a message and we’ll return it as soon as possible.
Email is often the fastest way to reach us and we monitor it throughout the day (and sometimes at night when the insomnia hits) — send a message to customerservice@kfactorsupply.co, or use the contact form on our Contact Us page. No matter how you get in touch, we’ll respond promptly to help with any questions or issues. If you don't see a reply from us within a day or two (tops), please check your junk/spam folder.
How long does it take for an order to arrive?
Most orders are crafted and shipped within a few business days. Delivery is typically complete within 10 business days in the U.S., though many orders arrive sooner. It can be a little slower around the holidays (up to 15 business days). If you haven't received your order in 10 business days, let us know and we'll get to the bottom of it.
Why are products made to order?
We produce most items on demand to avoid waste and maintain quality control. This approach reduces overproduction, keeps costs lower, and ensures each piece is made fresh for you. It also allows us to work with carefully selected vendors to innovate quickly and regularly provide new products.
When will my order ship?
Production generally begins within 24–48 hours of your order. Once shipped, you’ll receive tracking information via email. Domestic orders usually arrive within 10 business days after placing your order. Again, this can be a bit slower during the holidays due to order quantities and slower postage. For the most up-to-date information, visit our Shipping Policy page.
How do I track my order?
You’ll receive a shipping confirmation email with your tracking number as soon as your order leaves our facility. If you don't receive a purchase confirmation and/or shipping confirmation, please check your junk or spam folder first and then reach out to us if it's still missing.
I ordered multiple items, but only one arrived. Where’s the rest?
No worries — some items may ship separately depending on the type of product or print location. We fulfill some products ourselves, but most come from carefully selected partner vendors, each specializing in a particular type of product. If you received part of your order, the rest is likely on its way.
What if there’s a problem with my order? Can I return it?
We stand behind our products. If your order arrives defective or damaged, we’ll replace it or refund you — no questions asked (other than ones that make processing easier, like "What's your order number" or "Would you like a replacement or refund?"). We will typically request a photo or two as well, as this helps us resolve things with our vendors or shipping carriers. You have 30 days from delivery to contact us for a full refund, gift card/store credit, or exchange.
Returns are a bit of a pain for us, but we do allow them on a case-by-case basis. Please contact us prior to mailing any returns, and see our Shipping Policy page for more details.
We don’t typically offer refunds for preference issues (like color or design changes after purchase), but if you think your situation deserves a second look, reach out — we’ll always do our best to make it right.
For more details, check out our Return and Refund Policy page.
Can I cancel my order?
If your order hasn’t gone into production yet, we can usually cancel it without issue. To maximize your chances, contact us as soon as possible — ideally before midnight the day you ordered. Once production begins, cancellations can’t be guaranteed, though we will do our best to work with you.
I entered the wrong shipping address. What should I do?
If you spot an address error, reply to your order confirmation email right away with the correct address. We can typically fix it if notified before midnight the day of purchase. After that, we’ll do our best to assist, but if the package ships to the wrong address, refunds may not be available. If it’s returned to us, you’ll just need to cover re-shipping costs.
Does K-Factor Supply Co. offer a military or first responder discount?
Yes — we proudly offer a standing 10% discount for Active Military (AD, Reserve, Guard), Veterans, and Public Safety Bomb Technicians. To apply and receive your individualized discount code, email a sanitized photo (no bar codes, SSN's, etc.) of your credentials to customerservice@kfactorsupply.co with the subject line “Discount Request”.
Please note: Photo must show your full name, organization affiliation, and current status. If issued, this discount is not intended for friends and family use.
I have a question that’s not listed here. Can you help?
Absolutely. Email us at customerservice@kfactorsupply.co, or use the contact form on our Contact Us page. We’ll get back to you as soon as we can — just include your order number if you have one so we can resolve your issue quickly. If you don't see a response from us within 48 hours (max), please check your junk/spam folder — sometimes our emails end up there.