How can we help
How can I get a price quote and shipping cost information from TheKeyKey.com?
Product pricing and shipping information can be easily obtained from the TheKeyKey.com Website.
Does TheKeyKey.com offer technical support?
Can TheKeyKey.com make a special order for items not listed on the website?
Unfortunately, we do not accept such order yet. But TheKeyKey.com will keep providing the latest product once we have the inventory and which can list on it as soon as possible.
What happens if something is out-of-stock?
Products listed on our website as "out-of-stock" usually come back in stock within a week. If we know a product will be out-of-stock for a long period of time or if the product has been discontinued, we will remove the product listing from the website. In rare cases, a product may go out of stock during the payment and shipping address verification process. In these cases, we will contact the customer if we believe that it will require more than 2 business days to ship out the item.
Is it possible to find or get a specific version, revision, or serial number of a particular item?
UNLESS directly specified by the product description or title, we do not guarantee revision or version numbers. Generally, our inventory moves quickly, so that we usually have the latest product version or revision in stock. TheKeyKey.com cannot tag a particular version or revision of an item and make the warehouse pick out the item.
Can TheKeyKey.com advise me on compatibility for the items that I wish to purchase?
We cannot guarantee product compatibility. We suggest that you check with the manufacturer to resolve any compatibility issues before making your purchase. The manufacturer should be able to accurately answer your technical questions.
I noticed that the price has dropped for an item that I recently purchased. If my order has not shipped, can I get a refund for the difference?
We are sorry but component prices change often and too quickly for us to offer price guarantees. If your order has not yet processed, you can cancel your order and reorder the item at the lower price.
What is the difference between OEM and Retail products?
Retail and OEM versions usually contain the same product but differ in terms of packaging and extra software. The retail version of the product will usually include bundled software and possibly other offers all enclosed in a retail package, the kind you see on store shelves. The retail version may also feature a longer warranty. The OEM (Original Equipment Manufacturer), White Box, or Brown Box versions will come in a plain box without any bundled software and other special offers. OEM versions are primarily targeted for people who build systems and cost less than the retail versions due to the reduced software bundle and lack of ostentatious packaging.
What is the warranty on TheKeyKey.com products?
Please visit our Warranties & Returns page for information about our product warranties and return policy.
What does "Bare Card", "Bare Drive", "Drive Only", or "Bulk" item mean?
These brand new items come exactly as they are described. You will only receive the bare drive or the bare card and usually will not include any documentation, software, or accessories (most drivers and documentation can be downloaded from the manufacturer's website).
Does TheKeyKey.com accept fax or phone orders?
We are sorry for not provide such service instead of be placed through TheKeyKey.com website.
Can I change my order after submitting it online?
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.
How can I cancel my order?
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.
What is a Rush Processing Fee?
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.
I submitted an order earlier today, but now I need to order more items. Can I combine two different orders to save on shipping and handling?
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.
I submitted my order, but I did not see an order confirmation page. Was my order processed?
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.
I may have accidentally submitted duplicate orders. What should I do?
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.
How long does it take to process an order?
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.
I have received an email notification that my order has been cancelled or has been voided. Why?
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.
Can I reactivate an order that has been cancelled or voided?
No. The only way to regenerate a cancelled order is to submit a new order online.
What does it mean when my order is on backorder?
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.
Is it possible to pre-order or backorder an item that is not in stock?
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.
After I place my order, how will I be notified of the progress of my order?
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.
How do I handle a situation when an item is missing from my order?
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 firstname.lastname@example.org.
Is it possible for a TheKeyKey.com customer service representative to physically pull a product from inventory and describe it to me?
Due to tight inventory security our customer service representatives cannot physically access products for visual inspection.
If an item says, "Must be purchased with hardware", what is considered "hardware"?
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.
How do Combo Specials work?
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.
What payment methods do you accept?
We accept a wide variety of payment methods including:
-PayPal (Confirmed Addresses Only)
We do not accept bank or international money orders.
We do not accept COD orders.
We do not accept personal checks.
All orders with check payments (including Cashier's checks) require additional time to wait for checks to clear.
Why do you need to verify my shipping address? I've ordered from other companies online and they do not require address verification.
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.
I work for a government department in California that is tax exempt. How do I place an order without getting charged for tax?
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.
Where can I find coupon codes?
Subscribe to TheKeyKey.com newsletters to keep up to date with our current promotions, including exclusive coupon codes. You'll also stay up to date with our latest deals and news on new product releases. You can also follow us on Twitter to receive additional offers and access to exclusive contests.
The coupon code I entered is not working, what am I doing wrong?
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.
Can I use more than one coupon on an order?
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.
How do I redeem a TheKeyKey coupon code?
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.
I already submitted my order, but I forgot to enter the coupon code.
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.
How do I get my tracking number?
We will email you the tracking number on the day that your package ships.
I tried tracking my package using the tracking number you emailed to me, but the shipping courier doesn’t have any information about the package. What should I do?
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.
What should I do if an item is damaged or if the items are incorrect?
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
How do I handle a situation when an item is missing from my order?
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 email@example.com
Will TheKeyKey.com pay for the shipping charges for the returned defective items?
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.
Will TheKeyKey.com authorize a courier to deliver to an APO or FPO?
Sorry, currently we do not allow deliveries to APO or FPO.
Do shipping charges increase for each item I order, or do the shipping charges decrease when I purchase more items?
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).
Can TheKeyKey.com ship internationally?
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.
What if my package is lost or stolen?
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.
How do I return a product to TheKeyKey.com?
You must obtain a Return Merchandise Authorization ("RMA") number to return your merchandise. For refunds, we must RECEIVE the return item(s) within 30 days from the date your product left the warehouse (regardless of when you actually took delivery of the product). TheKeyKey.com will not accept returns without an RMA number. Please make sure that the RMA number(s) is prominently displayed on the shipping label for your return package.
How do I obtain a Return Merchandise Authorization (RMA#) number?
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.
Who pays for shipping an item back to TheKeyKey.com?
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.
Is there a restocking fee?
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.
How long does it take to process an RMA?
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.
How does a refund get credited?
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.
Can I exchange my RMA item for a different item?
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.
Who is responsible if the returned item is lost or damaged during shipping?
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.
I received an e-mail that says the serial number of the RMA item returned does not match the serial number of the item sent from TheKeyKey.com. What does this mean?
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.
Does TheKeyKey.com cross-ship?
No. TheKeyKey.com does not cross-ship.
After my RMA item was received at your facility, I received an email notifying me that the item is no longer available or is on backorder. What does this mean?
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.
What is your policy for preconfigured computer systems?
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.
What is the return policy for special order items?
Special order items are non-refundable. They are only eligible for replacement only.
What is the return policy for Combo Deals?
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.
What is the return policy for Software?
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.
I have more questions!
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.
If you are reseller in the State of California, please follow these instructions in order to remove state sales tax from your order. If you are not located within the State of California, please disregard these instructions and return to the main ordering page.
To Remove Sales Tax
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 firstname.lastname@example.org.
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.
Thekeykey.com hereby expressly disclaims all warranties either expressed or implied warrranty of merchantability or fitness for a particular purpose. This disclaimer by the seller in no way affects the terms of the manufacturer’s warranty if any. The seller retains title to goods herein being purchased until goods are paid for by the purchaser and at that time title passes to the purchaser. If goods herein being purchased are being purchased for purposes of export, purhaser must obtain from the united states federal governement certin export documentation before shipping to a foreign country. In addition, manufacturers’ warranties for exported goods may vary or even be null and void. If you have questions, please inquire. Any and all liability is only for the products purchased.
All brands and models remain trademarks of their respective owners, and are listed for reference and comparison purposes only. We make every effort to ensure that the information contained on this site is accurate, but we take no responsibility for faulty, out dated, or otherwise inaccurate information on this site, including pricing, product editorials, product specifications, product pictures and availability. Thekeykey.com shall not be liable for any incidental or consequential damages caused directly or indirectly by anything on this site.
In addition, for all prices and products, we reserve the right to make adjustments due to changing market conditions, errors, or typographical errors in advertisements. Thekeykey.com is not responsible for manufacturer price changes, which may occur at any time without notice. Finally, thekeykey.com reserves the right to discontinue products at any time with no prior warning (in such cases, the customer will be contacted to secure prior approval to process the order at the new prevailing prices).
Thekeykey.com does not warrant that this site, its servers, or e-mail sent from thekeykey.com are free of viruses or other harmful components. Thekeykey.com will not be liable for any damages of any kind arising from the use of this site, including, but not limited to direct, indirect, punitive, incidental, and consequential damages.
We base our business on the trust you place in us. Our privacy statement discloses our information gathering and dissemination practices. We have created this statement to protect your privacy.
2. IP Address
Your IP address is used to help identify you and your shopping cart and to gather broad demographic information such as regional location. We may also use your IP address to help diagnose problems with our server, and to administer our Website.
This Website has security measures in place to protect the loss, misuse or alteration of the information under our control. Our secure server uses advanced encryption and firewall technology to keep your personal information private. Our secure server layer (SSL) software completely encrypts the information you submit through our secure Order Form so that it cannot be read as it travels to our ordering system.
4. Electronic Forms
Our site provides an online Account Form for customers to make purchases and to request information. In order to process an order, we collect personal information including shipping address, email address, and credit card information. Customer contact information will be used to contact customers regarding their order (order confirmation, shipment notification, etc.), to prevent and detect fraud, to update our records about your account, to prevent money laundering, and to verify your identity. Credit card information collected is only used to bill the customer for products and services ordered by the customer. Contact information from the Form will be used to send orders, company information, and promotional offers. Please help us to ensure your privacy by not sharing you account name and password with anyone.
We may also use your information for research or statistical analysis to improve our services. The information we hold about you is confidential. We will only disclose it outside of our company when you give us consent, it is needed by reputable third-party partners involved in products and services we may offer you, it is needed by us or others to investigate, report or prevent crime, if the law permits or requires it, or if any regulatory or governmental body requests or requires it, even without your consent.
5. Lawful Use
You must not use any computer equipment, computers, network resources, goods sold, or services provided by us for an illegal purpose, including but not limited to, violation of export control laws or moneylaundering, or for accessing, receiving or transmitting any material deemed illegal, indecent, offensive or otherwise unacceptable under US law.
This site gives users the option of editing previously entered customer data. You can change this type of information by logging into "My Account" and pressing the "Edit my Account" button. Information regarding your current data is then displayed. Make the necessary changes and then press the "Update Account" button. We will make the necessary changes.
7. Special Contests or Promotions
Occasionally, we will run special contests or other promotions on our site that will request for contact information or other demographic data. If you are selected as a winner, we will send your prize to the address you entered into our system, and notify you by email. We may also use your contact information to notify you about future promotions, specials, or new additions to our site.
When creating a new account, users have the opportunity to opt-out of receiving communications from us. Simply uncheck the box next to "I would like to receive newsletters ...". You can also change this at anytime by logging into "My Account" and pressing the "Edit my Account". Uncheck the box next to "I would like to receive newsletters ...". Finally, depress the "Update Account" button. We will immediately stop sending email on our offers and other special promotions.
9. Links to External Websites
This site contains links to other Websites. We are not responsible for the privacy practices or the content of such Websites.
Customers also have the option to submit feedback to let us know how we are doing. Please note that feedback given in this manner becomes property of thekeykey.com and may be used for promotional purposes. If you decide you do not want us to use your feedback in our promotional materials, simply send us an email email@example.com.