Customer Service

30 DAY RETURN POLICY 

We do not make changes to orders after they are placed. If you are not happy with your order for any reason, we will accept returns and provide a refund for up to 30 days from the date your order is delivered. Returns must be in their original condition and not been used or if they have been used, a manufacturers defect. 

We do not refund the original shipping cost or provide return shipping due to buyer's remorse or incorrect products ordered. Shipping cost for any issue not being a result of a fulfillment error will be the responsibility of the customer. 

 

RETURNS PROCESS 

To start a return, e-mail customer service at customerservice@keybak.com or call (909) 923-7800 to receive an RMA number. In order to quickly process your return, please make sure to include in your email: 

  • E-Mail address used to place the order 
  • Order number 
  • Reason for the return 
  • Picture if there was a fulfillment error (damage, wrong product, defect etc...) 

Once you receive your RMA number which will expire in 30 days, package your product for shipping and inside include a copy of your receipt. On the outside of the package please label with the RMA number provided. Ship your return to KEY-BAK Attn: Returns 4245 Pacific Privado Ontario, CA 91761, USA. 

A credit will be issued to your original form of payment within 3-5 business days after receipt of your return. 

 

1-YEAR LIMITED WARRANTY 

Your product is a precision device and if your purchase fails at any time within one year from date of purchase, with a proof of purchase and a photo of the product, we will replace your product with an equal model. If at any time after the 12-month warranty period ends and your product fails to perform, we offer a Lifetime Service Policy.  

  • Opening or altering the product in any way voids this warranty 

WARRANTY PROCESS 

To start a warranty claim e-mail customer service at customerservice@keybak.com or call (909) 923-7800. In order to quickly process your warranty claim, please make sure to include in your email: 

  • Proof of Purchase 
  • Reason for the warranty claim 
  • Picture of product showing manufacturer’s defect 

Once your claim is received by customer service they will determine if you need to ship the product to our claims department or not. If yes, customer service will provide a shipping label to you.  

 

LIFETIME SERVICE POLICY 

The KEY-BAK Lifetime Service Policy applies to all KEY-BAK retractable reels built in the USA with globally sourced materials. The Lifetime Service Policy does not apply to imported products or KEY-BAK Professional Product Lines including ToolMate and JobTackle (please refer to the Product Detail Page under the Features and Benefits section to determine if the product you purchased is backed by the Lifetime Service Policy). 

To service your KEY-BAK retractable reel, simply download our Service Form, fill it out completely, and ship it with your reel plus $4.00 per serviced product within the U.S. and $7.00 outside U.S. (Canada and International). Return postage to Attn: Lifetime Service Policy 4245 Pacific Privado Ontario, CA 91761, USA.  

*Please note that KEY-BAK does not cover shipping cost. KEY-BAK will repair or replace your reel with an equal model and ship it back to you. 

 All Return Postage payments of $4.00 per serviced product within the U.S. can be made by cash, check, money order, or credit card.  
 
** All payments of $7.00 for outside of the U.S. (Canada and International) can be made by cash, check, or credit card in US dollars only ** 

 

KEY-BAK recommends that you obtain a tracking number, as KEY-BAK will not be able to confirm receipt of your returned product. You will be responsible for any damage or missing shipments during the return. 

 

SHIPPING POLICY 

All orders ship out from our Ontario, CA facility within 3 business days from the time the order is placed, depending on the size of the order. Once your shipment has been created you will receive shipment tracking information to the email address used to place the order. Shipments go out Monday - Friday 7:30 a.m. to 3:00 p.m. 

  • Purchases under $25 shipping via USPS and UPS will be dependent upon chosen method, order, and location. 
  • Purchases $25 or more - Free Economy Shipping Available. Cost for UPS is calculated based on order and shipping location. 

Economy Shipping - The carrier and transit time is at West Coast Corporation's discretion on all economy shipped orders. 

 

INTERNATIONAL ORDERS 

KEY-BAK accepts orders for the United States including Puerto Rico and Hawaii through this website. For orders shipped elsewhere, please contact International Sales Department at intlsales@keybak.com