🪅Purchase/Shipping/Return

KeepKey Purchasing, Shipping, and Return Information

Buy a KeepKey here!

• KeepKey Shipping Policy

• How Do I Cancel My KeepKey Order?

• Why Haven't I Received My KeepKey Order Yet?

• KeepKey Refund Policy

• Customs and International Orders

• KeepKey Limited Warranty

KeepKey Shipping Policy

IMPORTANT UPDATE: Due to COVID 19 related circumstances, we've had to temporarily remove some countries from being able to place an order. International Service Suspensions from USPS can be found here.

All orders ship within 5 business days of the order. Shipping facilities are open Monday–Friday, 9am–5pm.

Carriers:

• USPS

• DHL

Order Tracking:

If a tracking number is provided by the shipping carrier, we will update your order with the tracking information once it is received.

Shipping Rates:

The rate charged for the shipping of your order is a flat rate based of shipping speed. Before the final checkout page, you will be shown what the cost of shipping will be, and you will have a chance to stop the ordering process if you decide that you do not want to move forward with purchasing the KeepKey. For a limited time, we are offering discounted shipping on international orders.

Backorders:

If KeepKey goes on backorder, we will ship it to you when it is back in stock. Your KeepKey will ship in the order that it was received.

Customs and VAT:

International orders are generally subject to local import duties and taxes (VAT). We are not responsible for, nor can we offer, any specific advice regarding any customs related fees that you may incur. For specific information, please consult with your local government import office.

We only collect Washington sales tax for orders shipped to an address within Washington State. Sales tax is not a VAT, and cannot be recovered by non-USA visitors when returning home.

If you return a product to us, you will be the exporter from the destination country. Title and risk of loss transfer to us upon our receipt of the merchandise. Shipping carriers will assist you in recovering your taxes and duties for a fee. Please contact shipping carriers directly to initiate this service.

Your privacy is important to us. We strive to exceed your expectations for privacy. Cross-border shipments are subject to inspection by customs authorities. We may also be called upon to provide certain order, shipment, and product information to our international carriers. Carriers may communicate such information to customs authorities for the purpose of facilitating customs clearance and compliance with local laws.

Cross-border shipments going through customs inspections can delay delivery. These delays are out of our control as well as the carriers. Please check with your local government import office to determine what you can expect for any delays associated with the arrival of your order.

How Do I Cancel My KeepKey Order?

All orders are shipped within 5 business days Monday – Friday 9am – 5pm.

If you would like to cancel your order please submit a request within this given timeframe. If you order is shipped out and you would still like to cancel it you will have to follow our return policy.

Return Policy:

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and we will contact you for your preferred method of payment.

Late or Missing Refunds:

If you haven’t received a refund by this point, please contact us at [e-mail].

Shipping:

To return your product, you should mail your product to:

Key Hodlers, LLC

1550 Larimer St Suite 514

Denver, CO 80202 USA

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

You should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

If you have any questions regarding the cancelation of your order please reach out to our support team!

Why Haven't I Received My KeepKey Order Yet?

There are a few reasons that you may not have received your order yet. We will notify you when your order ships, but if you are waiting, you may want to understand the reason for delay.

Delays:

Occasionally, there are delays in shipments. Reasons this may happen are:

• A high influx of orders. Sometimes, if KeepKey has been featured in a promotion, we experience a large influx of orders. This can slow down the shipping process.

• A limited team. Our team is small, but we work hard! Because we are not a warehouse, we do not work every day of the week. This may delay your order.

• Customs. KeepKey has no control over packages held by customs. If your KeepKey is stuck in customs, we understand your frustration, but there is, unfortunately, nothing that can be done. Once customs is finished with the package, you should receive your device.

Shipped Orders:

You will receive an email once we have printed your shipping label and sent your order. If you have not received this, your order has not been shipped yet, or we do not have the correct email for you. Please be sure to use the correct email address when purchasing your KeepKey.

If you have been waiting on an order longer than expected, you are free to reach out to our Support Team for details.

KeepKey Refund Policy

Refunds are available within 30 days of your purchase. If more than 30 days have passed since your purchase, you are not eligible for a refund.

To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

Refunds:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and ww will contact you for your preferred method of payment.

Late or Missing Refunds:

If you haven’t received a refund by this point, please contact us at [e-mail].

Bitcoin Payment Refunds:

Refunds for orders paid with BTC will be issued for the full USD value of the order and processed at the BTC exchange rate when the refund is completed.

Exchanges:

We will only replace defective devices. If you need to exchange your KeepKey, please contact customer support.

Shipping Please return your device to:

Key Hodlers, LLC 1550

Larimer St. Suite 221

Denver, CO 80202

You will be responsible for paying for return shipping costs. The cost of shipping is non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Customs and International Orders

International orders are generally subject to local import duties and taxes (VAT). We are not responsible for, nor can we offer, any specific advice regarding any customs related fees that you may incur. For specific information, please consult with your local government import office.

If you return a product to us, you will be the exporter from the destination country. Title and risk of loss transfer to us upon our receipt of the merchandise. Shipping carriers will assist you in recovering your taxes and duties for a fee. Please contact shipping carriers directly to initiate this service.

Your privacy is important to us. We strive to exceed your expectations for privacy. Cross-border shipments are subject to inspection by customs authorities. We may also be called upon to provide certain order, shipment, and product information to our international carriers. Carriers may communicate such information to customs authorities for the purpose of facilitating customs clearance and compliance with local laws.

Cross-border shipments going through customs inspections can delay delivery. These delays are out of our control as well as the carriers. Please check with your local government import office to determine what you can expect for any delays associated with the arrival of your order.

We only collect Washington sales tax for orders shipped to a Washington state address. Sales tax is not a VAT, and cannot be recovered by non-US residents when returning home.

KeepKey Limited Warranty

KeepKey, LLC (“KeepKey”) warrants to end user, that its product, excluding content and or software supplied with or on the product, will be free from material defects in manufacture, will conform to KeepKey’s published product specifications and be fit for normal use during the applicable Warranty Period commencing on the date of purchase. THE APPLICABLE WARRANTY PERIOD SHALL BE ONE YEAR FROM THE DATE OF PURCHASE.

To make a warranty claim please contact KeepKey at [e-mail] within the Warranty Period and provide proof of purchase (showing date and place of purchase and name of the reseller, if any) and the product name, type and number. You may return the product by following the guidelines listed. For further information see www.keepkey.com and select “support”.

KeepKey may at its option repair this product or provide you with an equivalent product; and if unable to repair or replace the product, will refund the purchase price. Neither KeepKey nor any parent, officer, director, member, shareholder agent, employee or joint venturer of KeepKey shall be liable for any direct, indirect, consequential, incidental or special damages whatever, including, without limitation, business interruption, extra expense, loss of profits, loss of property (for purposes of this warranty the term “property” shall specifically include any Bitcoin or any other form of crypto-currency/property stored or maintained on the product), loss of use of property, delay or damages consequential upon delay and/or loss of use or loss of use of property, or for damage caused by improper use (including use in an incompatible device and use not in accordance with the instructions), or by improper installation, unprofessional repair, modification or accident, whether resulting from negligence, breach of contract, failure of essential purpose, or otherwise, and even if the possibility of such is or was foreseeable by end user, KeepKey, LLC or any other person or entity. For purposes of this Agreement, the foregoing types of excluded damages shall include any cost arising out of a product recall. This constitutes KeepKey’s entire liability which will never exceed the price you paid for it, plus the necessary costs you made for the warranty claim. KEEPKEY DISCLAIMS ALL EXPRESS AND IMPLIED WARRANTIES TO THE FULLEST EXTENT PERMITTED BY LAW. IF KEEPKEY CANNOT DISCLAIM IMPLIED WARRANTIES UNDER APPLICABLE LAW, THEN TO THE EXTENT POSSIBLE, SUCH IMPLIED WARRANTIES ARE LIMITED TO THE DURATION OF THE EXPRESS WARRANTY. THE WARRANTY DURATION ON ANY REPLACED PRODUCT WILL BE THAT PORTION OF THE WARRANTY PERIOD REMAINING ON YOUR ORIGINAL PRODUCT.

National, state and local laws may grant you other rights that are not affected by this warranty.