Customer Service

30 DAY RETURN POLICY

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 have not been used or if they have a manufacturers defect.

We do not refund the original shipping cost or provide return shipping due to buyers 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, package your product for shipping and inside include a copy of your receipt and on the outside of the package please label with the RMA number provided. Ship your return to KEY-BAK Attn: Returns P.O. Box 9088 Ontario, CA 91762 USA.

A credit will be issued to your original form of payment within 2 – 3 business days of receipt of your return.

CHANGE ORDER / EXCHANGES

We do not make changes to orders after they are placed. If you wish to change your order, and your order has not been shipped yet, contact customer service at (909) 923-7800 or customerservice@keybak.com to cancel your order and issue a refund. If your order has shipped you will need to process a return following the methods above. We do not refund the original shipping cost or provide return shipping due to buyers remorse or incorrect products ordered.

1-YEAR LIMITED WARRANTY

Your product is a precision device and if your purchase from fails at any time within one year from date of purchase. With a proof of purchase, we will replace your product with an equal model. If at anytime 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 away 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 defect if possible

Once your claim is received by customer service they will determine if your need to ship the product to our claims department or not. If your claim requires shipping, you will receive a shipping label from customer service. Package your product for shipping and inside include a copy of your proof of purchase. Ship your warranty claim to Attn: Warranty 4245 Pacific Privado Ontario, CA 91761.

LIFETIME SERVICE POLICY

The KEY-BAK Lifetime Service Policy applies to all USA made KEY-BAK retractable reels. The Lifetime Service Policy does not apply to KEY-BAK Professional Product Lines including ToolMate and JobTackle.

To service your KEY-BAK retractable reel simply ship us your reel along with this service form and $4.00 per serviced product ($7.00 outside U.S., credit card only) for return postage, 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.

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 $24.99 and less - $4.99 Economy Shipping. Cost for UPS is calculated based on order and shipping 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 through this website. For orders shipped elsewhere, please contact International Sales Department at intlsales@keybak.com. We do not allow merchandise to be reshipped in any way. Any order that is being shipped to a “Freight Forwarding Company” will not be accepted.