Shipping & Returns

Shipping to a Different Address

We recognize that it is not always possible to have our products shipped to your home. Unfortunately, we have been the victims of extensive credit card fraud and we need to protect ourselves against this. That is why we will normally only ship to the billing address of your credit card.

But we also want to make things as convenient as possible for you, so here are some options:

Use a Money Order
Send us a money order payable in US funds and we will ship the product wherever you want. Add the product(s) you want to your cart and checkout. When you get to the Payment Step, chose Money Order and you will be given the exact amount to send, the address to send it to, etc... Your order will be entered, your product will be reserved and we will ship it the same day it arrives (if the mail is delivered before we ship that day - it usually is).

Have a Friend or Relative Place the Order
Have someone you know place the order using their own credit card and have it shipped to their home. You pay them cash, write them a check, whatever you both consider a fair trade.

Ship to Work Address
If you wish to use a personal credit card to have your order shipped to a work address, we MAY be able to do this, but we require a few things to ensure that the order is not fraudulent:

1. Your logon ID/e-mail MUST be a legitimate work e-mail, with an associated website. It cannot be a generic e-mail address such as Hotmail, Gmail, AOL, etc... Sorry, but if your work uses a generic e-mail address, you are out of luck. If you have already registered and need to change your account e-mail, you can do so here: My Account
   
2. The shipping address must be a legitimate business address that matches the e-mail. In other words, if you work at Hanson's Machine Shop and your e-mail address is bob@hansonsmachine.com, we will look up the shipping address via mapping software and make sure that the building we are shipping to is indeed owned by Hanson's Machine Shop.
   Yes, it is a lot of work verifying this, but we want to do all we can to make it convenient for you, while ensuring we are not being ripped off.

Unfortunately, if you don't follow these steps EXACTLY, we will have no choice but to refund your order.

Shipping Information - United States  

Because some of our customers prefer a discrete address, all orders are shipped using our sister company's name: Lakeshore Technology Services.

Order before 4:00 PM Eastern time, Monday - Friday and your keylogger will ship the same day via USPS First Class, Priority or Express Mail.

Order any quantity and they will all be delivered for the same low price!

• First Class Mail arrives in 3-5 days, is delivered to your mailbox and includes Saturday delivery and delivery confirmation
• Priority Mail arrives in 2-3 days, is delivered to your mailbox and includes Saturday delivery and delivery confirmation.
• Express Mail arrives in 1-2 days, is delivered to your mailbox and includes Saturday delivery and delivery confirmation.

Click this link to determine if Express Mail will be delivered in 1 or 2 days to your location: Express Mail Commitments Use 49423 for the Origin Zip Code

The packaging is very discrete. The product name is not on the package.

Shipping Information - Canada & Mexico

Because some of our customers prefer a discrete address, all orders are shipped using our sister company's name: Lakeshore Technology Services.

Order before 4:00 PM Eastern time, Monday - Friday and your keylogger will ship the same day via USPS First Class, Priority Mail or Express Mail International. The delivery times provided below are estimates from the US Postal Service. They are not guaranteed and they are sometimes optimistic. If there is a delay, it is nearly always due to Customs or the mail service of the receiving country.

Order any quantity and they will all be delivered for the same low price!

• First Class Mail (7-14 Day Delivery, NO Tracking and NO Insurance.)
• Priority Mail (6-10 Day Delivery, NO Tracking, NO Insurance)
• Express Mail Canada & Mexico (3-5 Day Delivery, Includes Tracking and $100 USD Insurance)

All customs documentation is filled out accurately, including the price. The buyer is responsible for any taxes, tariffs, fees, etc... We deal with our government, you deal with yours.

Shipping Information - International
(Outside of North America)

Currently includes most of Europe, Australia, New Zeeland, etc. If your country is not listed, we can probably add it. Just send us an e-mail. We just need to verify that there neither your country nor the US has a policy prohibiting us from shipping the product to you.

Because some of our customers prefer a discrete address, all orders are shipped using our parent company's name: Lakeshore Technology Services.

Order before 4:00 PM Eastern time, Monday - Friday and your keylogger will ship the same day via USPS First Class Mail International or Express Mail International. The delivery times provided below are estimates from the US Postal Service. They are not guaranteed. If there is a delay, it is nearly always due to Customs or the mail service of the receiving country.

Order any quantity and they will all be delivered for the same low price!

• First Class Mail International (7-20 Day Delivery, NO Tracking and NO Insurance.)
• Express Mail International (3-5 Day Delivery, Includes Tracking and $100 USD Insurance)

All customs documentation is filled out accurately, including the price. The buyer is responsible for any taxes, tariffs, fees, etc... We deal with our government, you deal with yours.

Returns Information

We stand behind all of our products! They all feature a one year warranty and we provide expert technical support. Our products are all built to superb standards. Problems are so rare that we can afford to provide personal technical support!

If you have a problem with one of our products, we are happy to help you resolve it. If technical support determines our product is not working properly, we will authorize a return. If the product proves to be defective, we will replace it. If it turns out to be incompatible with your system, we will provide a refund.

Please note, if you order the wrong type of keylogger (USB or PS/2) you may exchange it for the other type, but if the replacement is more expensive, you will need to pay any difference in price. This is not considered a system incompatibility issue and is not grounds for a refund. This page describes how to know which type you need: Buyer's Guide

For legal reasons, if you choose to remove the serial number form your keylogger, you immediately void your warranty and no return will be possible for any reason. We will still be happy to provide technical assistance, but if the device fails or you ordered the wrong type, we will be unable to help.

I bought something from you, and now I just don't want it anymore. Will you take it back?

No. Figuring out whether you want a product is your job. We give you as much information as possible and gladly answer any remaining questions before you buy. If after all of that you make a bad decision, we recommend selling your unwanted product on eBay. Of course, if your product is broken, or not what you ordered, or doesn't work as promised, we'll take good care of you.

Please call before ordering if you aren't sure! We'll gladly answer all of your questions. We are absolutely committed to providing you with the best possible service.

If a refund is issued, it will be for the product cost. Shipping is non-refundable because packaging and shipping our product is not free. If your purchase qualified for free shipping, $5 will be deducted from the refund to cover the real costs of packaging and shipping.


Undeliverable Shipments

We have had an increasing problem with customers providing bad mailing addresses. Sometimes, our attempts to contact the customer go unanswered. We simply don't have enough room to keep returned orders for an extended period of time. Because of this we enforce the following policy:

If your order is returned to us as undeliverable, we will contact you by the e-mail you provided with your order and provide an opportunity to provide a proper mailing address. We will reship the product one time for free via 1st Class Mail (we agree, it is very generous of us). If you want it re-shipped using a faster service, we will require an additional payment. If we do not hear back from you within 2 weeks of the original order, we will consider the order to be abandoned and it will be returned to inventory. No refund or reshipment will be possible after this point.

Warranty Service

KeyLlama provides a 12 Month warranty for all KeyLlama branded products. Please contact us first as most product issues turn out to be correctable over via e-mail. If a KeyLlama product does fail, the customer is responsible for the cost of shipping it back to us and we will pay for shipping the replacement product.

Additionally, we are happy to help facilitate warranty service for the other brands we sell with their respective manufacturers.