Policies
CannonKeys Policies
- Due to the limited production of most of our products, we highly recommend opening and inspecting the contents of your order once it’s received.
- In-stock products: Please send your inquiry within 14 days after your order/product has been delivered.
- Group Buy products: Please send your inquiry within 14 days after your order/product has been delivered.
- We are NOT able to offer support on aftermarket purchase or purchase made on secondary markets. Once one of our products has been re-sold, we can no longer responsible for any issues the product may have.
Returns
Return & exchange requests must be made within 30 days of receipt.
- All returns are subject to a processing fee.
- All product returns must be sealed and in unused condition.
- Customers are responsible for the cost of return shipping.
- Once the return is received, we will issue a refund back to the original payment method.
- Sales and promotional products are final sale and may not be returned or exchanged.
If you’d like to initiate a return or exchange, please reach out to us via the “Contact Us” widget.
Cancellations
Orders may be canceled at any time prior to shipment. Once a shipping label has been created, we cannot cancel your order.
- Canceled orders are subject to a processing fee.
If you’d like to cancel your order, you may do so via the self-service portal, or you can reach out to us via the “Contact Us” widget.
*Due to Shopify payment processor limitations, we may not be able to provide refunds more than 120 days post purchase. These limitations are typically safeguards put in place by customer banks. For these customers, the best we can offer is store credit equal to the value of your order that will not expire.
Order Edits
We can accept edits to your order prior to shipment, including adding and removing items.
- All refunds are subject to a processing fee [for removed items].
- We cannot accept additive edits to group buy orders that have ended.
If you’d like to edit your order, please reach out to us via the “Contact Us” widget.
We reserve the right to refuse or cancel Your Order at any time for certain reasons including but not limited to:
● Product availability
● Product description and/or pricing error(s)
● Errors
We reserve the right to refuse or cancel your order if fraud or an unauthorized or illegal transaction is
suspected.
Fees for Returns, Cancellations, and Order Edits
| Processing Fee | Product order type | Refund type |
|---|---|---|
| 0% | In-Stock, Group Buy, Pre-Orders | Store credit (no expiration, non-transferable) |
| 3% | In-Stock, Pre-Orders, Live Group Buys | Refund to original payment method |
| 5% | Ended Group Buys | Refund to original payment method |
Post-Purchase Support
- If you notice any issues with your order, please reach out to us via the “Contact Us” widget on our website within 14 days of receiving the product. Issues include but are not limited to: missing item(s), incorrect item(s), and defective products.
- We are NOT able to offer support on aftermarket purchases or purchases made on secondary markets. Once one of our products has been re-sold, we are no longer responsible for any issues the product may have.
General Shipping
- CannonKeys is NOT responsible for any kind of shipping courier issues (e.g. delayed delivery, delivered but missing, lost in transit, delivered to wrong address, etc.). However, we will do our best to resolve them with our couriers and customers. Insurance to help protect against this is available for select international shipping methods, continue reading for more information.
- CannonKeys is NOT responsible for any customs, VAT, or import taxes unless specifically mentioned in checkout or in the shipping method.
International Shipping
We’re actively working to improve speed and reduce cost on all worldwide orders.
List of countries: Australia, Japan, Singapore, Hong Kong, Brazil, China, India, Indonesia, Mexico, New Zealand, Norway, Saudi Arabia, South Africa, Switzerland, Thailand, Turkey, United Arab Emirates, Vietnam, Latvia, Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, United Kingdom, Canada
Overview
These packages are fulfilled from our warehouse in Rhode Island, U.S., and sent to our 3rd party distributor (OpenBorder) to achieve a reduced shipping price on all our internationally available products.
Missing/Lost Packages
- Insurance is automatically included at checkout for all international orders shipping to the list of countries above.
- If a package is lost on an insured package, reach out to our support team using the "Contact Us" widget for assistance with the claim
- Claims must be submitted within 25 – 45 days after the order is fulfilled
- We will not be able to provide replacements for packages lost without insurance.
Customs
- Customers should not have to pay any Customs duties, or VAT post purchase.
- VAT is included for select countries, and can be seen on item and cart price when it is being applied