Shipping & Returns

Shipping

Where We Ship From

Orders are fulfilled from our logistics partners' warehouses in Hong Kong and, when stock is available there, the United States. The warehouse is chosen automatically, and shipping options and prices at checkout always show what applies to your order.

Shipping Options and Fees

Shipping is calculated at checkout from your delivery country and the number of keys in your order. Prices are shown in euros for EU and other European countries on our euro stores, in pounds for the United Kingdom, and in US dollars elsewhere. There is no free shipping.

For most destinations you can choose between two options:

  • DDP (Delivered Duty Paid). Import duties and import taxes are included in the shipping price. You pay everything at checkout and nothing is due on delivery.
  • DAP (Delivered at Place). The shipping price covers transport only. Import duties, import taxes and the carrier's customs clearance fee are charged to the recipient when the parcel is delivered.

DDP is not available everywhere. Which options appear depends on the destination and the size of the order. For example, small orders to EU countries are offered as DDP only, and in a number of countries, including parts of Africa, Central Asia, the Caucasus, the Caribbean and Oceania, only DAP is offered.

Orders larger than 25 keys, or orders to a destination that is not shown at checkout, are quoted individually. Please write to sales@hideez.com.

Import Duties and Taxes

Product prices are shown without VAT.

  • With DDP, duties and import taxes are paid on your behalf as part of the delivery price. The customs documents are not issued in your name, so you should not expect to reclaim this import VAT. If you are a VAT-registered business and want to reclaim import VAT, choose DAP where it is available.
  • With DAP, you are the importer of record. The carrier or customs authority will ask you for duties, taxes and a clearance fee, usually before or on delivery. We cannot give the exact amounts in advance, because they depend on your country's rules. You receive the customs documents and can use them for your records.

We are not responsible for duties, taxes or fees charged on a DAP shipment.

Delivery Time

The estimated delivery time is shown next to the shipping option when the carrier provides it. Delivery times are estimates and do not include customs clearance, which can add days, especially for DAP shipments.

Orders and Tracking

  • Orders are usually packed and shipped within 1–2 business days of payment, Monday to Friday. Processing can take longer during holidays and sales.
  • After you place an order you receive an order confirmation email. When it ships you receive a shipping confirmation with a tracking number and a tracking link.
  • To change your order details, write to sales@hideez.com with your order number. You can change the shipping address only before dispatch.
  • Orders cancelled before the shipment has left our warehouse are refunded in full. Orders cancelled after it has left are refunded under the Returns policy.
  • If your delivery is delayed, contact sales@hideez.com.

Customs and Delays

International shipments are subject to customs clearance, which can cause delays beyond the original estimate. If a parcel cannot be delivered because the address is wrong or the recipient does not pick it up, extra shipping costs may be charged.

Countries We Do Not Ship To

We do not ship to countries under sanctions or embargo, including Russia, Belarus, Iran, North Korea, Syria and Cuba, or to the occupied regions of Ukraine.

We also do not currently offer shipping to: Afghanistan, Myanmar, Libya, Sudan, South Sudan, Venezuela, Kosovo, mainland China, Macao, Greenland, the Faroe Islands, the Åland Islands, the Marshall Islands, Micronesia and Palau.

If your country is not shown at checkout, write to sales@hideez.com and we will check whether we can quote it. Parcels contain a battery, so carriers apply their own restrictions on some routes.

Pre-order Shipping Information

Pre-ordered items are not in stock when you order. The estimated shipping date is shown on the product page. It is an estimate: we cannot guarantee a specific date, but we will keep the information as current and accurate as we can. Pre-orders are processed in the order we receive them.

  • Payment for pre-ordered items is charged at checkout, not when they ship.
  • You can cancel a pre-order for a full refund at any time before it is dispatched. Write to sales@hideez.com with your order number. We refund to the original payment method within 7 business days.
  • If we expect to ship more than 14 days after the date shown, we will email you, and you can cancel for a full refund. If we cancel a pre-order ourselves, we refund it in full automatically.
  • If your order contains pre-ordered and in-stock items, we ship everything together once all items are ready. If you want the in-stock items first, ask us before dispatch. The shipping fee for the second parcel is then charged separately.
  • Defects, replacements and refunds for pre-ordered keys follow the Returns, Replacements and Refunds policy. The 30 days start on the delivery date.

Returns, Replacements and Refunds

Who This Policy Covers

This policy covers Hideez Key hardware bought directly from hideez.com. It does not cover software and online services (such as Hideez Enterprise Server and Hideez Authenticator), which are governed by the Hideez End User License Agreement and the applicable service terms. If you bought from a Hideez Authorized Reseller, please contact the reseller. This policy works together with the Hideez Limited Hardware Warranty.

Defective on Arrival or Damaged in Transit

If a key arrives with a visible defect, was damaged in transit, or does not work correctly, tell us within 30 days of delivery. The delivery date is the date shown in the carrier's tracking. You can choose between a replacement with a new key and a refund.

  • Email support@hideez.com with your order number, the key's serial number, and photos or a short video that show the defect or the problem.
  • We review your request and, if it is confirmed, send you a return authorization (RMA) number and instructions. Please do not send a key without an RMA number.
  • We ask you to return the defective key. If returning it is not practical, for example for a small number of keys, we may agree to waive the return.
  • We pay for the shipping of the replacement and for the return of the defective key. Where DDP is available, we also pay the import duties and taxes on the replacement. We either send you a prepaid return label or reimburse the reasonable cost of a tracked shipment.
  • For a refund, we return the price of the key and the shipping fee you paid, including import duties and taxes paid under DDP.

If the inspection shows that the key is not covered, for example because of misuse or damage caused after delivery, we will tell you and may return the key to you at your cost, as described in Section 6 of the Warranty.

Lost Parcels

If your parcel is lost in transit, write to support@hideez.com with your order number. You can report it up to 30 days after the estimated delivery date shown in the tracking or in your shipping confirmation. We confirm the loss with the carrier. You then choose between a new key, shipped at our cost, and a refund of the price of the key and the shipping fee you paid, including import duties and taxes paid under DDP. You do not need to prove that the parcel did not arrive.

If the tracking shows the parcel as delivered but you did not receive it, first check the delivery address with your neighbours, reception or mailroom, and wait two business days. If the key is still missing, write to support@hideez.com. We open an investigation with the carrier, and when it is finished we handle your claim as described above.

Warranty Claims After the First 30 Days

Defects that appear later are covered by the Limited Hardware Warranty for one year from the delivery date. We decide whether to repair, replace or refund, and the process is the same: email support@hideez.com and wait for an RMA number. Shipping follows the Warranty: you pay shipping to us, and we pay the return shipping for covered claims. The terms in this policy for the first 30 days are more generous, and apply during that period.

Returns for Change of Mind

You can return unopened keys within 30 days of delivery, even if you have changed your mind. The key must be unused and in its original, unopened packaging. Write to support@hideez.com to get an RMA number, then follow the steps below. You pay the cost of return shipping: if we send you a prepaid label, we deduct its cost from your refund. We refund the price of the key, but not the original shipping fee or any import duties and taxes you paid. Keys that have been opened cannot be returned for change of mind; they remain covered by the Warranty if they are defective. Orders of more than 25 keys and special orders follow the terms of your quote or contract.

If you want to cancel an order for in-stock keys before it ships, write to sales@hideez.com with your order number. We cancel it and refund the full amount, including shipping, to the original payment method within 7 business days. Once the order has shipped, it can no longer be cancelled. You can then return the unopened keys after delivery, as described above.

If a parcel is returned to us because you refused it, did not collect it, or the import duties and taxes were not paid (for example with DAP delivery), we refund the price of the key. We deduct the shipping costs in both directions and any duties, taxes and customs fees we had to pay.

How to Return a Key

  1. Write to support@hideez.com and get an RMA number. The return address is in the RMA email; please do not use any other address.
  2. Remove the key from your accounts and reset it as described in the Documentation Portal. Warranty service may erase the key and the data on it.
  3. Pack the key securely with its accessories, and write the RMA number on the parcel.
  4. Send it with a tracked service. The RMA email explains what to write on the customs documents.
  5. We inspect the key and tell you the result. We then ship the replacement or issue the refund.

Refunds

Refunds go to the original payment method, in the original currency. We process them within 14 days after we receive and confirm the returned key, or after we confirm your claim if we waived the return. Your bank may need a few more days to show it.

Your Legal Rights

This policy does not limit rights that cannot be limited by law. See Section 10 of the Warranty.