FAQs

I just placed an order, can I cancel it?

Unfortunately, we are unable to cancel an order once it has been submitted, as we cannot disrupt the workflow process fulfilled by our supply team. We strive to dispatch orders efficiently to meet the expectations of our valued clients.

 

I only received one of the items in my order, where is the rest?

Web orders that include multiple products may ship out at different times. If you only receive part of your shipment, don’t worry, you’ll receive tracking on your other goods as they ship.


I didn't receive a confirmation email, did my order go through?

On large releases, order confirmations can be delayed, and often end up being marked as email spam. As long as you received an order number as part of your checkout, then your order has gone through. Make sure to save your order number for your records.


Why was my credit card charged multiple times?

When you complete a checkout, your credit card company puts an authorization for the order amount on your card. This money has not been paid to AKEYO, rather your card company has put a hold on it for you while you check out. If your address information fails to validate (maybe your shipping and billing addresses aren't the same), then your payment will be declined. Your credit card company will release the Authorization between 3-5 business days after it is made depending on your bank. If you attempt to checkout multiple times, your card will be Authorized multiple times.


I didn't receive a tracking number, when should I expect it?

If you are a domestic customer, you should receive a shipping confirmation email within 3-5 days of your purchase. If you are an international customer, you should receive a shipping confirmation email within 5-7 days of your purchase. If you don't have it, it's possible that it got sent to your spam folder.


Why isn't my order showing up on the tracking page?

Orders that haven't been shipped or scanned by UPS won't show up on the tracking page. Please allow 3-5 business days for this information to appear.