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Prevail Key Co. takes great care and pride in packing the products we sell, but once the item has shipped, Prevail Key Co. cannot be held liable for items that are lost, stolen or damaged during transit by the courier.
We highly recommend adding Insurify Shipping Protection to your order which fully insures your order if it is lost, stolen or damaged. If you need to file a claim, you can contact them here and inquire about your order or request a full refund.
Please be aware that the shipping protection will only be added automatically by going to the cart page first. If you go straight to checkout, or do any express checkout, the insurance will not add automatically.
To file a claim for an order lost or stolen, it must be at least 10 days past the estimated delivery date. We highly recommend contacting the shipping company first (i.e. USPS, UPS, etc) so that they can try to resolve the issue and deliver your order to you.
For an order that arrived damaged, please take pictures of the box and damaged items for proof when filing the claim. Insurify will cover lost, stolen or damaged items.
Claims may take time to process and if approved, you will receive a full refund including the shipping cost or the option to re-ship the order at no cost to you. If the item is no longer in-stock, then a full refund will be processed instead. No item substitutions or other requests will be made for insurance claims.
To file or start your claim, please go here.
*All insured orders to the US will be covered 100%, some international countries may not be covered. We highly recommend that international customers opt for UPS or DHL international shipping, as those options include insurance in the cost.
All pre-orders, group buys or items that specifically mention no returns or refunds on the product page will not be eligible for cancellation, refunds or returns. Unless the product is defective and proof is provided by the customer, then these sales are final. In the event a group buy is unable to meet requirements for production, then refunds will be given once all options are exhausted to produce the item.
Prevail Key Co. will offer returns and refunds for two weeks past the delivered date on the product only. If there is no shipping insurance on the order, the customer will be responsible for the cost of shipping the product back. If Insurify was purchased, then the cost of shipping will be covered by Prevail Key Co. If the order is past the two week window, then we will not offer a return or refund.
Products must be unopened and unmodified to be eligible for a return or refund. Unless the product is defective or damaged, in which case we will honor the policy as stated above.
If you want to cancel or change an order that has not yet shipped, try to contact us as soon as you can. We are fast with packing orders and shipping, so we cannot give a time limit, but if it has not yet shipped then we can refund your order or make changes to the cart. Once items have been packaged and dropped off to the courier, we cannot cancel or change the order; the customer will have two weeks after receiving the product to request a return or refund.
*International customers will have to cover the cost of shipping to return the order for a refund or exchange. If Insurify is on the order, then the full order amount will be covered (if there is no shipping insurance on the order, then nothing will be covered).
We are here to help and will do the best we can if you run into an issue, but as we are a very small shop, we cannot make any guarantees once the item has been sent out. We can review issues on a case-by-case basis and make a decision depending on the circumstances. Please contact us by emailing email@example.com
Prevail Key Co. will not be responsible for any unpaid duties or taxes upon delivery. The recipient will be solely responsible for paying any duties and/or taxes that are applicable for their order. Please ensure the shipping address is correct, as once it's shipped then you will be responsible for any additional cost for receiving the imported item.
Prevail Key Co. may add a 15% restocking fee and in addition will charge back any shipping costs for any items that are refused or returned by the recipient. Prevail Key Co. reserves the right to change its policies at any time.