Shipping, Returns & Refund Policy

This policy applies to products ordered from Keystone Credential LLC ("Keystone Credential", "we", "us"). Most of what we supply is printed, encoded or made to each customer's specification, so custom products are handled differently from standard stock items. If your written quotation or invoice states different terms, those terms apply to that order.

Our commitment

If we make a mistake, or a product arrives damaged or defective, we will put it right at our cost by reprinting or replacing the affected items, or by crediting or refunding them. Please contact us at support@keystonecredential.com and we will work with you to resolve it.

Orders and payment

• Orders are placed against a written quotation or invoice that lists the products, specifications, quantities, prices and estimated lead time.
• Prices are in US dollars. Shipping, taxes and any setup, artwork or sample fees are shown on the quotation or invoice.
• We accept card, ACH and wire payments as shown on the invoice. Card payments appear on your statement as KEYSTONE CREDENTIAL.

Proofs and specifications

• Custom orders go into production only after you approve a proof or written specification.
• Please check every detail before approving: artwork, spelling, colors, dimensions, materials, quantities and any encoding data such as chip type, facility codes, card number ranges, formats and URLs.
• We are responsible for products that differ from the approved proof or specification. Errors contained in an approved proof or specification are the customer's responsibility.
• Printed colors can vary slightly from on-screen and PDF proofs, and natural materials such as wood vary in grain and tone.

Cancellations and changes

• Standard stock orders can be cancelled for a full refund at any time before they ship.
• Custom orders can be changed or cancelled before you approve the proof, without charge unless the quotation lists a setup, artwork or sample fee that has already been incurred.
• Once a proof is approved, materials and production are committed and the order cannot be cancelled. If we are still able to stop work, we will tell you any costs already incurred before you decide.

Quantities on custom runs

Custom production can vary slightly from the quantity ordered, normally by no more than 5% and never by more than 10%. If we ship fewer than you ordered, we will supply the shortfall or credit the difference. We do not charge for overruns unless your quotation says so.

Shipping and delivery

• Lead times on a quotation are estimates, counted from proof approval for custom orders and from payment for stock orders. We will tell you promptly if an order is delayed.
• We ship with tracked carriers and send you the tracking number when your order ships.
• We ship to the address you give us. Please make sure it is complete and that someone can receive the delivery. Costs of reshipping caused by an incorrect address are the customer's responsibility.
• We are responsible for an order until it is delivered to your shipping address. If a shipment is lost in transit, we will replace it or refund it once the carrier confirms it is lost.
• For deliveries outside the United States, import duties, taxes and brokerage fees are the customer's responsibility unless your quotation says otherwise.

Inspecting your order and reporting a problem

Please inspect your order, and test a sample of any encoded items, when it arrives. If something is wrong, email support@keystonecredential.com with your invoice number, a short description and photos, within these periods:

• Shipping damage, missing items or wrong items: within 5 business days of delivery. Please keep the packaging until the issue is resolved.
• Products that do not match the approved proof or specification: within 30 days of delivery. This covers printing, encoding, materials and quantity.
• Manufacturing defects that appear in normal use: within 12 months of delivery. This does not cover normal wear, misuse, improper storage, printing or encoding carried out by others, or use with systems or formats that were not specified to us.

After these periods an order is considered accepted, although we are always willing to look at any problem you raise.

How we put it right

Once we have confirmed the issue, which may include asking for photos, a sample of the affected items or their return at our cost, we will agree the remedy with you. We may:

• reprint, re-encode or replace the affected items;
• issue a credit toward your current or a future order; or
• refund the price of the affected items.

We pay shipping in both directions when the problem was caused by us or the carrier. If a replacement cannot be supplied within a reasonable time, we will refund the affected items.

Returning standard stock items

Unused standard stock items (not printed, encoded or made to order) can be returned within 30 days of delivery for a credit or refund:

• Request a return authorization (RMA) from support@keystonecredential.com before sending anything back. We cannot accept returns without one.
• Items must be unopened, in their original packaging and in resalable condition.
• A 15% restocking fee applies. Return shipping is paid by the customer, and the original shipping charge is not refundable.

These conditions do not apply when an item is returned because of our error or a defect.

Items that cannot be returned

Except where there is an error on our part or a defect, the following cannot be returned or refunded: custom-printed, personalized, encoded, programmed, serially numbered, made-to-order or specially sourced products; opened printer ribbons and other consumables; and products damaged after delivery by misuse, improper storage or handling.

Refunds

• Approved refunds are issued to the original payment method: card payments go back to the same card, and ACH or wire payments are returned by ACH to the paying account.
• We issue approved refunds within 5 business days of approval, or of receiving returned goods where a return is required. Card refunds usually take a further 5 to 10 business days to appear, depending on the card issuer.
• A refund covers the affected items and any related charges set out in this policy. Credits can be applied to any future order.

Questions about a charge

If you have a question about an order or a charge on your statement, please contact us first at support@keystonecredential.com. We aim to reply within one business day, and most issues are resolved more quickly with us directly than through your bank.

Limits

The remedies in this policy are the remedies for damaged, defective, nonconforming or late products. Our liability for any order is limited to the price paid for the affected products, and we are not liable for indirect or consequential losses such as lost profits or event costs, except where the law does not allow these limits.

Contact

Keystone Credential LLC

Existing orders, shipping, returns and billing
support@keystonecredential.com

Quotes and new orders
sales@keystonecredential.com