Community is a core part of who we are. We want to give every visitor to our site the tools to connect with other passionate people, share, and learn about the things they love to do. When you create an account, you will also receive personalized emails letting you know about the latest and greatest products around your personal interests.

We do our best to include accurate and detailed product information on every product page.  If you have a question about a specific product and you can’t find the answer in the product description, we encourage you to post your question in the discussion section of the product page. The community is often the best source for answers to more involved product questions and troubleshooting.  If you notice any mistakes in the product description, please feel free to let us know via our support page.

You can purchase items on Drop using the following forms of payment: Visa, Mastercard, Discover, American Express, PayPal. We're unable to split payment between multiple payment methods. Shipping address and billing address must match if using Paypal express checkout. Cerakey is unable to edit or update billing addresses.

Cerakey.com transactions are collected and refunded in USD. Your financial institution may charge a nominal fee for the currency exchange to USD. Due to the fluctuation in currency exchange rates, the refunded amount may be affected. Please contact your payment issuer directly with any questions.

What steps should I try?
 1.) Please double-check that the name, card number, expiration date, and CVV (3 or 4 digit code) entered in our system match what’s on your card.
 2.) Contact your financial institution to make sure that no blocks are being placed on the transaction. This may be applicable if this is your first order with us, as some financial institutions will require online retailers to be white-listed before transactions can be processed with them.
 3.) Clear your cache and cookies on your browser, update your browser if it's not up to date, or try a new browser. We suggest Google Chrome or Mozilla Firefox.
4.) If using a mobile device, we suggest trying through a computer or alternative device. 5.) Use an alternate payment method. If you’re still experiencing difficulties placing an order, please visit drop.com/support and let us know what browser you’ve tried on, what payment method(s) you’ve used, what run(s) you’re trying to join, as well as a screenshot of any errors that you’re experiencing. When should I contact my financial institution? Card was declined by financial institution (bank or credit card company). Insufficient funds Network problems Some financial institutions may impose spending limits or caps on the number of transactions that can take place during a certain period of time.

Your payment will be collected at checkout. Your financial institution may choose to show this as a pending charge for 24-48 hours prior to the processed charge.
How do I know if my order is successful? You may view your order. Please check that you're logged into the correct Cerakey account. Check your email for the order confirmation after 1-2 hours.
Your confirmation includes a breakdown of item cost, shipping cost, tax (if applicable), and reward points earned.
 What happens if my payment was unsuccessful?
You may see pending charges on your statement for failed order attempts.
These pending charges, sometimes called authorizations, should be removed within 48 hours of the failed attempt. Please contact your payment issuer for secure statement review.

We are unable to make changes to the payment method, but in some cases you may cancel from your Orders page the existing order (if the run is still active) and place a new order with the new payment method. Please note: We do not store payment information.

Processing times for completed transactions depend on your financial institution, but is generally 24-48 hours after placing an order.

Community is a core part of who we are. We want to give every visitor to our site the tools to connect with other passionate people, share, and learn about the things they love to do. When you create an account, you will also receive personalized emails letting you know about the latest and greatest products around your personal interests.

To receive more information about a potential order for your organization or corporate team, please contact us at partnerships@drop.com and provide as many specifics regarding the order as possible: -The reason for the potential order -Exact URL(s) and quantity you are interested in A member of the Cerakey team will reach out to you for more details.

Customers located in the contiguous US are able to upgrade their shipping & handling option for In-Stock products at checkout.
Customers can choose from the following shipping speeds: Standard: Arrives in 4–10 business days once shipped Standard Plus: Arrives in 3-5 business days once shipped Expedited: Arrives in 2 business days once shipped We're sorry, international orders are not eligible for expedited shipping options at this time. To learn more about the estimated shipping times for your country, please click the article linked here.
 Note: In-stock products have "Ready to Ship" noted on the product pages.

Some products have a limited number of units available. If you are interested in distributing our merchandise, please contact contact@cerakey.com. Reselling without a written authorization is prohibited and in violation of our resale and trademark policies. Cerakey does not provide warranty or customer service support for items purchased through unauthorized resellers. To receive more information about a bulk order for your corporate team or partnership opportunities, please contact us at contact@cerakey.com.

Please be aware that Cerakey does not have any partnerships with third-party sites that facilitate transactions, and there are no authorized third-party sellers of Cerakey branded products. Any site claiming to have an agreement with Drop and facilitating transactions via that site is unauthorized. The products being promoted on these sites are not sanctioned by Cerakey and/or are counterfeit products and do not include manufacturer's warranty, and we strongly caution against making purchases of products alleged to be Cerakey branded from any website other than Cerakey.com. If you would like to report a suspected unauthorized third-party site, or if you have questions about purchasing authentic Cerakey products, please reach out to Cerakey. Thank you for your help in keeping Cerakey safe for everyone.

All orders come with tracking information. If your order has shipped, you may find your tracking information on your Orders page. Below are some common reasons why you haven't received your tracking information yet:
-Your preorder item is not due for shipment yet.
-You've entered in the incorrect email address at checkout. We use shipping methods that typically utilize a local courier for final delivery and there may be additional updates with your local post office’s tracking system as well.
You can find this secondary tracking number on the right hand side of the original tracking page.

PRE-ORDER PRODUCTS: We accept order modifications that do not result in a price change until the run ends. To modify your order, please go to your transactions page. For order modifications that result in a price change, you will need to cancel and place a new order before the run ends.   If the run has ended, we’re unable to modify your order options because the order has already been locked in and submitted to the vendor.

IN STOCK PRODUCTS: You have 2 hours after the payment capture time to modify your order, but if the order modification results in a price change, you will have to cancel and place a new order. Please keep in mind that some options have a limited quantity, so your desired option may not be available even if the run is still active.PRE-ORDER PRODUCTS: We accept order modifications that do not result in a price change until the run ends. To modify your order, please go to your transactions page. For order modifications that result in a price change, you will need to cancel and place a new order before the run ends.   If the run has ended, we’re unable to modify your order options because the order has already been locked in and submitted to the vendor.

You can make changes to your transaction by going to your order page. Depending on the product status, you may need to contact support from your transactions page to determine cancellation eligibility.

If a run is still active, you can update the shipping address from your transactions page, but if the address update results in a shipping cost or sales tax change, you will need to cancel and place a new order. The updated address will become your default shipping address to be used on future product orders.
If the product run is no longer active, you’ll need to contact Cerakey Support to determine if your shipping address can be changed.
 
IN STOCK PRODUCT: You can modify your shipping address within 2 hours as long as the shipping cost or sales tax does not change. If the shipping cost or sales tax changes, you should cancel and place a new order. Please keep in mind that some options have a limited quantity, so your desired option may not be available even if the run is still active.
 
We’re unable to reroute packages that have already been shipped. Should you need to change the address for a package that’s in transit, you can attempt to contact the courier directly to set up an alternate delivery address.  

Please note: We can’t guarantee that a courier will be able to change the delivery address for a package in transit. In the event they’re unable to assist you, the package will likely be bounced back to our warehouse. If this occurs, you’ll need to contact Cerakey Support.

Here are some reasons tracking might not be available:
The tracking number was just issued. It typically takes 24 to 48 hours for information to update in the courier's system.
The first package scan may be upon arrival at a regional hub near the destination. This happens most often with international shipments and usually occurs when the courier's shipping volume is high and packages are processed in bulk. The courier might not acknowledge that they have received the package until it has been scanned for the first time.
The first package scan might not be until the package has been delivered. Some shipments, like international warranty replacements, have limited tracking visibility or are not trackable at all.
For assistance locating your tracking number, please see how to track your order. For a list of contacts, please see our courier contact information.

If an item or component is missing from your order, please report it to Cerakey Support within 2 weeks of receiving it.

If the tracking information shows that your package has been delivered, but you haven’t yet received it, please try the following:  
Verify the shipping address. Look for a notice of attempted delivery.
Look around the delivery location. It’s possible that the package may have been delivered to a neighbor.
Check your mailbox. Packages may travel through more than one courier. Wait 3 business days. Sometimes, packages are prematurely marked delivered by the courier while they’re still in transit. If after 3 business days you still haven’t received your package, please contact Cerakey Support.
All missing package claims must be submitted to Cerakey within 2 weeks of the delivery date provided by the courier.

Please keep in mind that these are rough estimates and shipments can be delayed due to unforeseen circumstances, like postal strikes or severe weather. Customers in the continental US: 3 to 14 business days from the date of shipping
Customers in Hawaii and Puerto Rico: 2 to 4 weeks from the date of shipping International customers can expect longer shipping times, depending on the country in which they live: Canada: 1 to 3 weeks from the date of shipping
Australia, New Zealand, Germany, France, and the UK: 2 to 4 weeks from the date of shipping
Other countries not listed above: 3 to 6 weeks from the date of shipping If you don’t receive your order within the estimated time frame provided above and suspect that it might be lost in transit, please submit a support ticket. Lost-in-transit requests must be submitted to Cerakey Support within 3 months of the date of shipping or before the courier archives the tracking information.

International Returns For any non-defective returns, International customers may return or exchange their eligible Cerakey items. The customer will be responsible for return shipping costs. Any inbound/outbound shipping fees, taxes and duties are non-refundable. Please contact Drop Support to be provided an RMA (Return Merchandise Authorization number) and commercial invoice to help ensure proper documentation is needed for the return.

Refunds are applied to the original form of payment used when the order was placed. Credit cards: Refunds typically appear on the statement within 2 to 3 business days, but occasionally this can take up to 7 business days. International refunds may take more time. PayPal: Refunds typically appear on the statement immediately, but the time can vary depending on your financial institution.
Returnly Your refund will be issued once our warehouse receives and processes your item(s). Please allow up to 7 business days for us to process the return and issue a refund. As soon as the refund has been issued, it can take 2-7 business days, depending on your financial institution for the refund to appear back in your original payment method.

If you return/cancel an item order, we deduct the Cerakey Rewards Points earned on that item from your balance. If you already used the points and your balance is less than the deduction, your refund will be reduced by the difference.

Cerakey products will have the warranty listed on their pages. If we determine that you have received a defective Cerakey unit, then we will provide you with an acceptable solution. Please contact Cerakey Support to begin the process.