Our Shipping Information | Support | Collins Key US
How long will my order take?
- Orders placed by December 10 should arrive prior to Christmas. Any orders placed after December 10 cannot be guaranteed for Christmas delivery.
- All orders are pending payment approval and merchandise availability.
- Orders are processed Monday through Friday but are not processed or shipped on Saturdays, Sundays or holidays. Please note that orders received over the weekend and on holidays will be processed the following business day.
- Please allow 2-3 business days for order processing for in-stock, non-pre-order items.
- Same day shipping does not mean same day delivery. We make your order available to the carrier on that or the next day and from there the carrier’s shipping timelines and delivery commitments rule. Once your package is in transit, please note that your order may be delayed due to inclement weather occurring along the shipment route, regardless of shipment method. We are not responsible for these delays.
- Shipping time is based on the shipping method selected by the customer at checkout.
- Please note that processing time does not allow for any issues that may occur during payment authorization.
- We will notify you if any item cannot be shipped within 30 days and you will be given the option to cancel your order.
How will you notify me if there is a problem with my order?
All order communication is done through e-mail, so it's important that your e-mail address is accurate and current in your account/order. Please make sure to double-check the shipping address too. Your phone number is optional, but it helps in case there is a delivery problem.
In the event that a product that is ordered becomes unavailable due to lack of inventory (“backordered”), you will receive a backorder notification and, if the item cannot be shipped within 30 days, you will be given the option to cancel your order.
Pre-release ordering is sometimes available for select items. These items will show a “Pre-Order” button when you add them to your cart. The release date of your items will be shown on the details page and in the shopping cart. We make every effort to ship pre-order products to arrive on or before release date but cannot guarantee a delivery date.
Please be aware that release dates are subject to change.
How can I track my order?
- Once an order has shipped out, we will send you an e-mail with the tracking number. Just click on the link and it will take you to the carrier’s website depending on who shipped your package. Your tracking number won't be recognized until approximately 24 hours after your order has shipped. This is the time needed for the carrier's online tracking system to update.
- Please keep in mind that if you request a non-trackable shipping method or you request that no signature be required for delivery and the package is left unattended, you're accepting full responsibility for loss or damage.
- Standard shipping within the United States typically arrives within 5 to 10 business days depending on your address, Monday through Saturday. Canadian shipping typically arrives in 6 to 10 business days. Shipping for all other International locations typically arrives in 10 to 20 business days, depending upon region.
My merchandise was damage when I received it, what do I do?
Defective or damaged items may be exchanged for identical items only. We will require photographic evidence of the issue. Please contact us through the Help section to report a defective or damaged item. We will gladly replace the merchandise without additional charge or provide you with a full refund. If the defective or damaged item is no longer available, we will fully refund the cost of the item plus the applicable portion of shipping charges. Refunds must be made to the credit card originally used to place the order.
What if an item is out of stock or the shipping address is incorrect?
- If there is an issue with your order, such as an item is out of stock or if the shipping address is incorrect we will reach out to you via e-mail for additional information. However, if we do not hear back from you within 15 business days, we will cancel your order.
Can I return an item? Can I exchange an item for another item?
We want you to enjoy your purchase from our store. If you ordered incorrectly or are unhappy with your item or its size, please contact us through the Help section. We will be happy to help explain how to return the unwanted item/s. On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment.
Unfortunately, we cannot accept returns on the following items:
- Any apparel item that has obvious signs of use
- “Final Sale” items
Can I cancel my order?
Please contact us through the Help section and we will be happy to cancel your order if it has not already processed or shipped. We are unable to cancel orders which are in the final stages of processing or which have already shipped. Please note that online order status is approximate and may not reflect recent shipment activity.
Do you ship internationally?
Yes, we do. We currently ship to:
Antigua, Argentina, Aruba, Australia, Austria, Bahrain, Bangladesh, Barbados, Belgium, Belize, Bermuda, Bosnia and Herzegovina, Brazil, Brunei, Burundi, Cambodia, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Cyprus, Czech Republic, Denmark, Dominica, Dominican Republic, Ecuador, Egypt, El Salvador, Estonia, Finland, France, Germany, Grenada, Guadeloupe, Guatemala, Guyana, Honduras, Hong Kong, Hungary, India, Indonesia, Republic of Ireland, Israel, Italy, Jamaica, Japan, Jordan, Kenya, Korea, Kuwait, Latvia, Lebanon, Liechtenstein, Luxembourg, Macau, Malaysia, Maldives, Malta, Martinique, Mauritius, Mexico, Monaca, Montserrat, Namibia, Nepal, The Netherlands, New Zealand, Nicaragua, Nigeria, Norway, Oman, Pakistan, Panama, Paraguay, Peru, Philippines, Poland, Puerto Rico, Qatar, Romania, Rwanda, Saudi Arabia, Singapore, Slovakia, South Africa, Spain, Sri Lanka, St. Barthelemy, St. Croix, St. John, St. Kitts, St. Lucia, St. Thomas, St. Vincent, Sweden, Switzerland, Taiwan, Tanzania, Thailand, Togo, Trinidad and Tobago, Turkey, Turks and Caicos Islands, Uganda, United Arab Emirates, United Kingdom, United States, Uruguay, Venezuela, Vietnam, Virgin Islands (US)
We appreciate business from customers all over the world. We are not responsible for orders confiscated by the legal authorities of your country or state and we suggest you check with your local customs office regarding import laws before you place your order. Please note that in addition to the shipping charges, customers shipping to locations outside of the US are responsible for paying all costs associated with importing the order, including all import taxes, tariffs, fees and/or duties which may be levied by your Customs or Government or other authority upon any parcel we send you . Import fees will be billed to you by DHL, FedEx, FIMS or any 3rd party contractor fulfilling your shipment. We cannot anticipate these costs and will not be able to reimburse you for any additional fees incurred. The listed shipping cost covers the cost of shipping only. Before placing your order, please contact your local customs office to find out what kinds of fees you can expect. We do not offer refunds for international orders for which you are unable or unwilling to pay the additional duties and taxes which your government requires.