An order cannot be changed or cancelled after it has reached our warehouse(s) for shipment. Due to the size of our shipping operations, it is very difficult to track down an order after it reaches the warehouse step.

You may cancel your order online as long as the "Cancel Order" button is still available in the invoice summary under your account page. Log into your account and click on the invoice number to see the invoice summary. If we haven't processed your order yet, you may click on the "Cancel Order" button to cancel your order. Please note that we cannot cancel your order after it has reached our warehouse for processing.

For your convenience, TheKeyKey.com offers you the option of rushing your order for an additional fee provided:

 - The order is not a custom-built PC or notebook system

 - The order is submitted before 1:00PM PST

 - Your transaction and credit card authorization is successfully completed before 1:30PM PST

 - Your shipping address matches your credit card billing address (i.e. No shipment to alternate address.)

 - The order is not a Pre-Paid Check order

 Please note that the Rush Processing Fee does not reduce the actual delivery speed of your order. The fee is meant to rush the ordering process within our facilities. If you need to rush the delivery process you will need to select Overnight or another priority shipment method when selecting your delivery option.

Our maximum liability for the rush order process is limited to the fee itself ($5.99). while thekeykey.com cannot guarantee the same day shipment for all orders, we will do our best to release the order for shipment or your rush processing fee will be refunded.

We cannot combine orders for you over the phone. The best course of action would be to cancel the original order and then create a new order containing the total number of items you want. However, please be aware that we cannot cancel an order after it has reached our warehouse for shipment.

Most likely our server received your order, but communication back to your server was interrupted. Please DO NOT attempt to resubmit your order on-line. Attempting to do so may result in duplicate orders, causing you to be charged twice for your order. If you have any question about whether or not we have received your order, please check your email account for an order confirmation and your account page for a new invoice history entry. If you still have questions, please contact a customer service representative at 1-510-445-4369 to ensure that we received your order.

Please log into your account page and cancel one of the duplicate orders. We will make our best effort to cancel the order before it reaches our warehouse(s). If duplicate orders have been shipped, note all the tracking numbers for the orders you do not want and decline the delivery of those orders. The shipping company will automatically return the package(s) to TheKeyKey.com. Once we receive the package(s), you will be refunded the total amount of the returned duplicate orders minus the shipping and handling fees.

We advise customers that it typically takes one to two business days for us to process an order before it ships out. In reality, we aim to ship all orders out as quickly as we can, usually the same day if possible. Once the order leaves our shipping facilities, the delivery time will be determined by the shipping method you selected for your order.

A voided or cancelled order usually indicates that we encountered a problem with the credit card or the shipping address. We will cancel an order if the credit card on file has been declined or if the shipping address can not be verified and we are unable to contact the customer within a reasonable amount of time, typically three business days.

No. The only way to regenerate a cancelled order is to submit a new order online.

Product availability as shown on our site is based on our inventory data, but a discrepancy in inventory status may result in an item being labeled as "backordered" or out of stock. We make every attempt to ensure the accuracy of our inventory, but occasionally backorders may occur because we do not deduct items from our inventory count until the order payment and address information has been verified.

Unfortunately, we do not accept pre-orders or backorders at this time. However, the Website will accept orders for products that we expect to have in stock shortly-these products will display a "Ships in X-XX days" estimated time of arrival.

TheKeyKey.com will keep you informed of your order by e-mail and through your account page on the Website. Once an item is shipped, we will email you the tracking number of your shipment.

Please check your order tracking numbers to verify that you have received all packages. Please also check all packing material for small items that may be difficult to spot. If you are still missing items, email support@thekeykey.com.

Due to tight inventory security our customer service representatives cannot physically access products for visual inspection.

Some products, software products in particular, may have order restrictions with additional hardware purchase requirements. These items will require you to purchase any non-software item ("hardware") with the product to complete the purchase.

Occasionally, we will offer discounts on multiple (combo) items. To take advantage of this offer, click the "Buy Now" button located next to the combo deal offer. Your shopping cart should display all of the combo items and the discount. 

These specials are subject to end without notice. TheKeyKey is not responsible for any typographical errors.

Orders for PC hardware and other IT equipment tend to be significantly larger than an average online transaction. In order to guard against credit card fraud and keep our prices low, we need to verify that the billing and shipping addresses on file for the credit card match the addresses on your order. If the billing address is different from the shipping address, we will call your credit card company to verify that the alternate shipping address is valid.

To avoid any unnecessary delays, please include your credit card issuer's phone number (found on the back of your credit card) in your customer account listing, and contact your credit card issuer to make sure that all of your alternate shipping addresses are on file for your account.

Place your initial order online and input your local CA tax rate in the appropriate box on our ordering form. After submitting the order, fax us at 510-445-4157 with your Government Tax Exempt permit and include the sales invoice number. You will only need to submit this form once. We will refund you the tax portion for your order and all past orders after we validate your tax exempt status.

Double check that what you have entered is correct. If it's still not working, here are possible reasons why a coupon code no longer works:

 1. The coupon code has expired.

 2. The contents of your shopping cart do not satisfy the coupon requirements.

 3. There may be a use-limit on the coupon and the limit has been reached.

 4. You may have already used this coupon on a previous order.

 5. Your order amount has not met the minimum purchase amount for the coupon.

Unlike pancakes, our coupon codes are not stackable. You may only use one coupon, per order, even if there are other coupon codes that are eligible at the time of purchase.

When checking out, please type the coupon code into the "Coupon code" box and hit the "Apply code" button. If the coupon is valid, the amount of the coupon discount will be reflected in your final price.

Coupon codes can only be redeemed at the time you place an order. We cannot apply a coupon code to any order that has already been shipped. You can still apply coupons if your order has not yet processed due to an address verification or credit validation check, for example.

First, check that the tracking number was typed in correctly. Occasionally, the shipping courier might not immediately scan the package. Please allow a day or two for the order to show-up on the courier’s computer system. If the tracking number still does not provide any shipping information after three days, please contact us. We will advise you on beginning the lost package process with your shipping courier.

If the package appears to be obviously damaged by your courier, immediately tell the delivery person that you do not want the package. Alternatively, you can contact the courier company to get instructions on submitting a damaged shipment claim. After delivery, there is a grace period of 14 days to file the damage claim. If possible, try to obtain a control number from the courier

Check the number of tracking numbers you should have received, and verify that you have received all boxes and checked all packing material for small items. If you are still missing items, please email support@thekeykey.com

The customer will be responsible for the cost to ship the defective item back to TheKeyKey.com, but TheKeyKey.com will pay for the shipment of the replacement item back to you.

Sorry, currently we do not allow deliveries to APO or FPO.

When you order multiple items, there is a good likelihood that the shipping charges will actually decrease. This will depend on the weight, size, and insurance required. To determine, the final shipping cost for an order, simply place all your items in the shopping cart. If you are not already there, enter into the shopping cart screen. Scroll to the bottom and enter the zip code. Press the "Check Shipping Rates". This will calculate the shipping charges. For certain items with a special discount on shipping, the shipping charges will add cumulatively (unless multiple items are purchased).

We no longer offer international shipment for new customers. Existing business account customers that already have an account manager may be eligible for international shipping.

All of our packages are insured. If a package is deemed lost by FedEx, then we will refund or replace the package. However we must be notified of the lost package(s) within 14 days of the invoice date to be able to file a lost package claim. After this period, we are not responsible for any packages that are lost or stolen.

USPS packages are insured only if insurance is purchased on the item.

Packages will be delivered to the specified address listed by the customer. Please understand that TheKeyKey.com cannot control who the recipient of the package will be. We are not responsible for packages that are stolen after they have been delivered. Proof of dispatch of merchandise will bind the customer.

Please fill out and submit an RMA request form. After receiving an RMA number, please send the return items to the address provided in the RMA number email.

The customer pays for shipping the product back to us, and we will pay for shipping the replacement product back to the customer. We understand that it is not your fault if the product is defective, but please understand that we also have to pay the transportation costs associated with getting a replacement from our suppliers. We would not be able to offer such low prices if we had to absorb all of the shipment costs associated with a return.

There is a restocking fee of 15% on all returns for refund, including all orders canceled while in transit. There is no restocking fee on RMA returns that are tested to be defective. Please note that shipping charges are not refundable.

The RMA process usually takes 2-4 weeks from the date we receive the item.

In the case of Dead On Arrival (DOA) returns, your refund or replacement can be processed within 7-10 business days. DOA returns can only be processed as such if they are received without any physical damage (including scratches, bent pins, cracks, chips, burns, etc.) and if all of the original packaging and accessories are included. If any of the accessories or packaging is missing, it will be processed as a regular RMA and will take 2-4 weeks.

The refund will be credited back to the original payment method used to pay for the order. If the initial order was paid by check or money order, we will issue a check for the refund amount.

No. We are unable to offer exchanges for different items. We can only replace an item with the exact same item if it is tested defective.

The customer is responsible for any loss or damage to the returned item. We suggest using a reputable shipping company that offers shipment tracking and purchasing insurance for the entire shipment value.

TheKeyKey.com tracks serial numbers on all products shipped from our warehouses. Sometimes we find that a customer has inadvertently returned an item that did not originally come from us. It is impossible for us to get a replacement item from our suppliers for these items. In such a case, the item in question will be returned to the customer at the customer's expense.

No. TheKeyKey.com does not cross-ship.

If an RMA item is on backorder or we cannot obtain a replacement item, we will contact you by email to arrange a suitable replacement or a refund.

The estimated time it takes to process your order and custom build your computer is approximately 5-7 business days after we verify your payment. This may vary based on the payment method you choose and other factors. After we build and test your system we will ship the system to you by the shipping method you specified in your order. The shipping speed will vary depending on your shipping selection. Once the system is released for shipment, we will provide the courier's tracking number (if this is made available by the courier).

All system sales are final and non-refundable. The systems come with a 30-days parts and 1-year labor warranty. The customer is responsible for the cost of shipping item(s) back to TheKeyKey.com. Please use a reputable shipping company that offers shipment tracking and insurance for the entire shipment value.

Final order specifications and payment amounts, including tax and shipping charges, will be communicated following receipt of your online order. TheKeyKey.com will not be responsible for typographical or other errors or omissions regarding prices or other information. Products displayed are available to US customers who take delivery in the 50 United States.

Please note that systems configured with Microsoft software products may use technological measures for copy protection. In such event, you will not be able to use the product if you do not comply with the product activation or reactivation procedures, which may be completed by Internet or telephone.

Special order items are non-refundable. They are only eligible for replacement only.

Combo deals are special discounts that are applied if two or more qualifying items are purchased together. The standard TheKeyKey.com return policy still applies for all combo items.

If a combo item is returned, the total combo discount that was applied to all items in the combo will be voided. The total combo discount amount will be deducted from the original price of the item at the time of purchase. This will determine the amount that is refunded.

For example, if your total combo discount is $10 off for item A ($200) and item B ($100), and you return only item B of the combo items, $10 will be deducted from item B's original price of $100. In this case, you will receive $90 back minus any restocking fees.

Software can be returned in unopened condition for a full refund within 30 days of purchase. Returned software that are opened, activated, used, or missing parts will incur up to a 100% restocking fee.

If you still have any questions regarding our return policy, please contact us at (510)4454369, Monday-Friday, 8:45AM through 5:00PM PST. Thank you for shopping with TheKeyKey.com.

Please complete ourReseller Form. Please include your account's email address with any information you send. We can not verify your account without your account's email address. Fax the completed form along with a copy of your state issued reseller permit to us at (510) 445-4157. You may also e-mail digital versions to us at support@thekeykey.com.

Once your reseller status has been validated, you will receive an e-mail confirming your verified reseller status, and sales tax will automatically be removed from future orders as long as your customer/company name and address information matches the information on the reseller permit. We will ask you to re-submit your reseller certificate whenever the document on file expires.

Please be aware that sales tax will be charged if you do not have approved reseller status or if your customer/company name and address information do not match the information on the reseller permit.