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FAQ
About Order
How to change my delivery address?
Please contact us as soon as you need to change your delivery address as we are unable to change the address once your order has been shipped. Immediately click on the right side of the official website to select the appropriate contact information to contact our sales staff.
How to cancel an order?
You can cancel your order before payment is made. If you need to cancel after paying, please contact us immediately.
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About Transportation
Is shipping included in the price?
The shipping costs are different in different countries and regions, and the shipping costs of different transportation methods are also different. You can choose a suitable transportation method.
Can orders be received in my country?
You can check whether delivery is available in your country in the delivery area. For shipping methods and shipping times, please view our shipping methods.
How do I track my order?
Log in to your account through the online store to view fulfillment status based on your recent orders. If your order has been fulfilled, click Order Information where you can find your tracking information.
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About After-sales
Possible Causes:
- Order split for shipping: Check whether your order has not been split for shipping. Please contact our customer service.
- We ship by mistake: In rare cases, items may be missed during the packaging process.
- Package is damaged or items are removed: The package may have been modified or damaged and items may have been dropped.
If you've checked and something is still missing, don't worry. Please take photos of arrived items and email missing items to our customer service staff, including your order number. We will verify and propose a solution that satisfies you.
How do I return a product?
If there are any problems with the use of the product, please do not rush to return it. We can solve the problem together first. Please contact our customer service via email at service@keyestudio.com.
If you want to return the item, please also contact our customer service. We will process your order according to the normal return process. We will arrange for re-delivery or refund after receiving your returned item.
The refund time is 3 working days, and the refund will arrive in your account according to your payment method.
My product stopped working
If you encounter quality problems during the warranty period, we will provide warranty coverage. You should learn all about the warranty process. Each product has a specific warranty period. If it's out of warranty, we can still provide repairs or replacement parts.
I received the incorrect item
1. Please contact us with the order number and details you received.
2. Our customer service team will reply to you within 24 hours.
3. Once you confirm that the item is incorrect, please provide us with information about returning it to us.
4. Once you receive the incorrect item, we will start processing the correct item for you.
5. If your item is damaged during shipping, you are eligible for a full refund. When requesting a refund, you need to provide customer service with a picture that clearly shows the problem with the item and its delivery number as soon as possible. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged in transit, you can refuse to sign for it and email us about the situation so we can reship it.
6. If the item you receive does not match what you ordered or does not match the description, you can choose to keep the item at a discounted price, or contact us to apply for an exchange or full refund.
How to change my delivery address?
Please contact us as soon as you need to change your delivery address as we are unable to change the address once your order has been shipped. Immediately click on the right side of the official website to select the appropriate contact information to contact our sales staff.
How to cancel an order?
You can cancel your order before payment is made. If you need to cancel after paying, please contact us immediately.
*************************************************************************************
About Transportation
Is shipping included in the price?
The shipping costs are different in different countries and regions, and the shipping costs of different transportation methods are also different. You can choose a suitable transportation method.
Can orders be received in my country?
You can check whether delivery is available in your country in the delivery area. For shipping methods and shipping times, please view our shipping methods.
How do I track my order?
Log in to your account through the online store to view fulfillment status based on your recent orders. If your order has been fulfilled, click Order Information where you can find your tracking information.
*************************************************************************************
About After-sales
Possible Causes:
- Order split for shipping: Check whether your order has not been split for shipping. Please contact our customer service.
- We ship by mistake: In rare cases, items may be missed during the packaging process.
- Package is damaged or items are removed: The package may have been modified or damaged and items may have been dropped.
If you've checked and something is still missing, don't worry. Please take photos of arrived items and email missing items to our customer service staff, including your order number. We will verify and propose a solution that satisfies you.
How do I return a product?
If there are any problems with the use of the product, please do not rush to return it. We can solve the problem together first. Please contact our customer service via email at service@keyestudio.com.
If you want to return the item, please also contact our customer service. We will process your order according to the normal return process. We will arrange for re-delivery or refund after receiving your returned item.
The refund time is 3 working days, and the refund will arrive in your account according to your payment method.
My product stopped working
If you encounter quality problems during the warranty period, we will provide warranty coverage. You should learn all about the warranty process. Each product has a specific warranty period. If it's out of warranty, we can still provide repairs or replacement parts.
I received the incorrect item
1. Please contact us with the order number and details you received.
2. Our customer service team will reply to you within 24 hours.
3. Once you confirm that the item is incorrect, please provide us with information about returning it to us.
4. Once you receive the incorrect item, we will start processing the correct item for you.
5. If your item is damaged during shipping, you are eligible for a full refund. When requesting a refund, you need to provide customer service with a picture that clearly shows the problem with the item and its delivery number as soon as possible. Alternatively, you can open the item in front of the delivery person and if you find that it was damaged in transit, you can refuse to sign for it and email us about the situation so we can reship it.
6. If the item you receive does not match what you ordered or does not match the description, you can choose to keep the item at a discounted price, or contact us to apply for an exchange or full refund.
