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Shipping FAQ

Here are the answers to some common questions you might have regarding shipping:

Warranty

You will have a comprehensive 2-year warranty for the Product and its components. This warranty covers defects in materials, manufacturing processes, and even human errors associated with product manufacturing. The warranty is effective from the time the product is delivered to the Buyer. For detailed terms, please refer to our Warranty and Limitation of Liability section.

Shipping Time for August 2023 Pre-sale Orders
  • Orders placed before 10 AM EDT on August 9th are expected to ship before November.
  • Orders placed after August 9th, but before the end of the pre-sale, are expected to ship before December.
Shipping Fee

Orders exceeding $89 qualify for free shipping.

Order Cancellation

For address modifications, please cancel the current order and place a new one with the correct address. Our system cannot directly modify addresses. You can cancel your order on the “View your order” page before it has been shipped.

Note that customized orders cannot be canceled directly. For assistance, please contact Keystone Support.

Cancellation is unavailable between 1:00 AM and 7:00 AM ET due to warehouse operations in the US. Please check back after 7:00 AM ET.

  • To cancel your order, please open the Keystone confirmation email for your order.
  • Click on the "View your order" link in the middle of the email.
  • Once you are redirected to the order details page, find the "Cancel" button.
  • After submitting the "Cancel" request, simply wait for the refund confirmation email once Support completes the review, typically within 48 hours. The refund will be processed back to your original payment method.

If you encounter the following scenarios, it indicates an unsuccessful cancellation attempt:

  • If a previously visible cancel button disappears, it suggests your order has already shipped. Once an order is shipped, the cancellation function is disabled, which is standard practice. We appreciate your understanding.
  • Customized product orders cannot be directly canceled and will not display a cancel button.

If you still require cancellation assistance, kindly contact to support@keyst.one.

You can also submit a cancellation request through our customer portal: https://keystonewallet.atlassian.net/servicedesk/customer/portal/1.

Changing Order Information or Adding/Removing Items
  • Unfortunately, due to system limitations, our team members are unable to directly modify orders for you.
  • If you need to make changes, we recommend canceling the existing order and placing a new one with the correct details or desired items.

We're here to ensure a smooth and enjoyable shopping experience for you. If you have any more questions or need further assistance, please don't hesitate to reach out to our support team. We're always here to help!