Have questions? Please browse our in-depth FAQ section to find the answers to common queries. If you cannot find what you are looking for, please contact us at any time with your inquiry. We are here to help!
- Customer Support
- Item Condition
- Purchase Orders
- Returns & Exchanges
- Shipping & Delivery
- Site Performance
My key does not fit!
If your new replacement key(s) will not fit into place easily, are oriented incorrectly or will not accept the hinge piece included, you have almost certainly selected the wrong hinge type! Do not attempt to force any items into place since this can cause the key to break and render it useless! Contact our support team and our experts will be glad to help you find the compatible part!
I never received an order confirmation or shipping email.
If you have not received an order or shipment confirmation from us, please check the suggestions below to help you. All of our confirmation emails are provided automatically after ordering and when your products are shipped, so we can assure we haven’t forgotten about you!
- Check your spam and junk mail folders carefully! Some Gmail users report their spam filters are inadvertently marking our confirmation mailers as spam. If our emails have landed in your spam folder, simply add us as a trusted contact (mark message as ‘Not Spam’) or modify your junk mail filter settings to allow future emails to reach your inbox!
- Assure your email address provided is correct. If you’ve accidentally input a wrong email address during checkout, we won’t be able to deliver any emails to you! Please open a support ticket and allow our service techs to check/update your email address and order details.
- Your email provider may be blocking us. We’re aware of a few email providers that are blocking mail from us. These include email addresses ending in ‘@sbcglobal.net’, ‘@bellsouth.net’, ‘@att.net’ and ‘@cox.net’. We’re currently working with these providers to remove the email block on our domain. We suggest to open a support ticket with us if you need assistance. Our support system is managed internally via our website and allows any user who logs in to view and work with our service techs!
If you are still unable to determine why our emails have not reached you, please open a support ticket with us and we will check into your order details!
When will an unavailable key be restocked?
It is impossible for us to provide any time frame for restock of one particular item. If a specific key is unavailable, please feel free to sign on to our notification list which will send you an email alert immediately once it is back in stock on our website!
What will I receive with my order?
With each quantity purchased, you will receive everything required to replace and repair a broken or missing keyboard key! This includes:
- Key cap
- Hinge mechanism
- Rubber cup
- Metal brackets (specific keys only)
My tracking number says ‘Delivered’, but I did not receive it!
Has your package been stated as ‘delivered’ but you did not get it yet? Please follow the instructions below to help find your package as quickly as possible!
|Please note: Occasionally, packages are not delivered in the expected timeframe and are unable to be located by the tracking information (if available). It may take additional time for delivery. If the tracking doesn’t update within 3 weeks, the package is considered missing at that point.|
Returns are only available for orders that have been successfully received. Unfortunately, we cannot be held responsible for orders that are stolen after a confirmed delivery. We our customers to have orders shipped to a secure location to avoid any possibility of theft. We are unable to provide refunds or replacements for missing packages due to an incorrectly entered shipping address.
I contacted you multiple times and never received a response.
Customer support will answer all inquiries Monday through Friday, 12pm to 6pm EST. Please take the following steps to assure you receive a response from us:
|Please note: If your email ends in ‘@sbcglobal.net’, ‘@bellsouth.net’, ‘@att.net’ or ‘@cox.net’, your provider is currently blocking our domain and thus you would not receive any email from us. If possible, please use an alternate email address to get in touch with us to receive correspondence.|
Do you sell full keyboard replacements?
No, we do not have any fully functional keyboard units for sale at this time.
Why do I have to log in to speak with someone about my order?
Not all customers are able to receive emails from us (blocked by provider, spam filter deleting emails, etc). By using our secure and internally managed support system, it will both verify your ownership of the order details as well as guarantee you are able to connect with a technician. We will be able to access your order directly and personally assist you with any questions you may have. It takes less than 30 seconds to register your email address and get started with a support ticket!
How long will it take until I receive my package?
Most in stock items ship out within 1-2 business days via USPS (United States Postal Service). Because transit times can vary across the entire world, please see our Shipping page for estimated delivery times for both domestic and international packages.
Do you ship outside of the USA?
We ship to over 160 countries throughout the world! However, some countries may be excluded from our shipping locations because of excessive loss of packages or non-delivery. Check out our Shipping page for more details!
Do you sell other keyboard parts (touchpads, cases, external buttons, etc.)?
No, we currently only sell individual keyboard keys. Other components of the keyboard or palmrest are not kept in our active inventory at this time.
Why are there various “hinge styles” to choose from on the product page?
Some laptops utilize various different “hinge” mechanisms that attach the key cap to the keyboard. Although they look identical on the outside, removing a key cap can show some very different hardware underneath. For example, the image below depicts three of the same keyboard models from a Dell Latitude D630. However, the different hinge types are apparent once the key caps are removed.
Note the differences between the hinge mechanisms. When determining your hinge style, it is critical that you select the exact same type as your machine utilizes, otherwise your key replacement kit will not be compatible. If you are unsure, simply Contact Us to submit an image and we will eliminate the guesswork!
Your website is not working properly (i.e. loading slow, displaying incorrectly, etc.)
Our website is tested every day for any issues that may arise to affect performance and navigation and we actively seek to keep things running as quickly and smoothly as possible. A few common issues are addressed below:
Slow load times: Decreased page load time is usually caused by high internet traffic. Our peak periods are generally weekdays between 12pm and 3pm EST.
Menus displaying incorrectly: Our website is optimized for use with Microsoft Edge and Mozilla Firefox browsers. We do currently have a compatibility issue with Google Chrome users that may affect nav menu performance and this is actively being addressed. Please assure your web browser is up to date with the latest patches and bug fixes to assure the best compatibility with our website.
Scrolling problems: This is also an issue with Google Chrome users and is actively being addressed. Some users disable the “smooth scrolling” option in Google Chrome and have greater success with our website (and many others!)
If an issue is not listed here or you are still having trouble, please Contact Us with details and we will check into it for you!
Do you offer telephone support?
Because of the nature of our business, there are practically zero technical issues that can be resolved accurately over the telephone, with exception to basic support (address changes, general information, etc).
Identifying products without any visual confirmation is impossible for our technicians. Therefore, we can only provide email support at this time. 99.9% of customer concerns are resolved properly and accurately via this method!
Are you affiliated with any laptop brands?
We are not affiliated with any major laptop brands. However, we do work closely with major keyboard manufacturers and electronic recycling companies all around the world as an independent vendor and subsequent retailer of these products.
Can I change my order once it has been placed?
We can’t add items or upgrade shipping options after an order is placed. However, we can cancel the order or make basic changes such as address updates or recipient name. Please open a support ticket if you need to cancel or change an order before it is processed! RUSH Processing orders are not able to be canceled or changed in any way.
Are your laptop replacement keys OEM quality?
Yes! We work with electronic recyclers and keyboard suppliers to obtain parts from genuine units that are non-functional or otherwise unusable, so they are guaranteed to fit, look and feel just like the original! None of our products are 3D printed or copies in any way. Most of our replacement keys are brand new or have seen very little use! All laptop keys are removed from their respective models or keyboards supplied by the official manufacturers and are cleaned and sterilized before packaging. We do not sell cheap, low quality or fake replacements!
What is a “point stick”?
Some models will have the option to choose whether or not your keyboard has a “point stick”. This component is between the G, H and B keys and controls the mouse pointer without using an external device or trackpad. Keys that use the point stick feature are shaped differently than keys that do not. This is very important, as choosing the incorrect option may result in an incompatible key! Please see the images below for reference:
How do I remove a keyboard key?
Is Rush Processing available?
Rush Processing is currently not available. Our fastest shipping option for domestic orders is via USPS Priority Mail.
Are these items new or used?
Most of our replacement keys are pulled from new keyboards; however, some can also be removed from broken, damaged or previously used machines. In every case, we thoroughly inspect and clean/sanitize each and every item before it is packaged for shipping to assure our customers receive the safest and highest quality items. While some keys (especially out of production models) can show signs of wear, no items are ever shipped that would be considered beyond their acceptable lifespan.
How will my purchase be shipped?
All items are shipped via United States Postal Service from our Northeastern Pennsylvania facility. Please refer to our Shipping page for more details!
Can I install a replacement key kit by myself?
Of course! Our replacement keyboard key kits are quick and easy to install. Installation takes only a few seconds to complete with our easy to follow Installation Guides. Even the most technically incapable person can install a replacement key!
I still have the key cap and only need the hinge. Can I purchase only the hinge mechanism?
Sure! We sell individual hinge mechanisms for many models, designed for those who still have their key cap and do not need a full replacement kit. Most product listings feature this option in the key selection menu. If you cannot locate this, please Contact Us and we will be glad to help!
I need to return my purchase.
Returning or exchanging your purchase is a simple and straightforward process. Please refer to our Returns & Exchanges page for more information!
I ordered the wrong hinge style. What do I do?
If unsure about your keyboard hinge type, we suggest our customers Contact Us and submit an image of their damaged keyboard. This will allow us to visually inspect your machine and determine the correct replacement hinge type to issue to you. With our image confirmation method, we guarantee your item will be compatible!
If you have purchased the incorrect hinge type, simply return your item and we will exchange it for the correct style! Please note that you are responsible for all return shipping costs (most orders can be returned in a simple stamped envelope). Please refer to the Returns & Exchanges page for information about returning or exchanging your purchase.
Are keys available for every make and model?
We have an extensive inventory of components for a wide range of laptop makes and models and are consistently updating our inventory with the newest and most popular products. We only offer models we currently have available. In some cases, an item may be on back order, in which we will notify our customers promptly of the status of their order. There may be various models in our category list that are not linked to a product. If this is the case, we currently recognize the model, but do not offer any specific products at this time. If you wish to be notified when inventory becomes available, please Contact Us and we will add you to our notification list.
Are replacement key kits universal?
No. Laptop keyboard key replacement kits must be ordered specifically for your brand and model. Keyboard keys vary widely in size, shape, finish and visual appearance. We offer products for an extensive variety of models. You can easily browse for your model or use our powerful search tool quickly find your model and corresponding replacement kit.
I never received my item.
All orders ship with tracking information available via USPS. Please be sure to allow 2-7 business days for domestic shipments and 10-40 business days for international shipments. Our shipping software will validate and correct most domestic addresses for more efficient delivery. If you provide a non-working or incorrect address that we cannot validate, the chances of not receiving your parcel increase dramatically.
For international customers, some countries do not support USPS Delivery Confirmation Service, so tracking my not be available once the parcel leaves US Customs (located in Jamaica, NY). All items are shipped in yellow padded bubble mailers or small boxes for protection. If you feel you have not received your item in the appropriate time frame (refer to Shipping for specific estimated transit times), please contact us and we will be glad to assist you! Many countries have addressing guidelines that must be followed for easy delivery. We can assist you with determining if your address is sufficient.
Can I track my order?
Absolutely! All orders are shipped via USPS with tracking information included. Domestic packages can be tracked straight to your door! For international orders, tracking information may only be available until departure from US customs. Additional tracking information may not be available depending on the destination country. Only select countries will be able to track their parcels until delivery.
My computer model is not listed. Do you have kits available for it?
We strive to include every make and model of laptop currently available into our product lineup. If you cannot locate your model, try using a less specific designation (e.g., “Acer Aspire 5652-3691” could be shortened to “Acer Aspire 5652”). If you are still unable to locate your product, please contact us and we may have your product available as unlisted inventory.
Some of my keys don’t work. Will this fix it?
If some of your keys are unresponsive (e.g., no display with certain keystrokes), this product will NOT correct the issue. For a majority of these instances, a full replacement keyboard will correct the problem. At this time, we do not offer entire replacement keyboards.
What color are the key replacement kits?
Many laptop models utilize various colors and finishes (e.g., silver, blue, white or matte black, gloss black, etc). Any models that utilize multiple colors and/or finishes will have the option to choose a color before adding the item to your shopping cart. Simply select the desired option from the drop down menu and you will receive the specified color or finish for your machine!
*Note that some models have colors or finishes that can vary slightly between keyboard manufacturers.
I’ve found my laptop model, but cannot click the link to view the product.
If we list a specific model but the link is unable to be clicked or a product page is unavailable, we are aware of the model but do not have any items currently in stock for it.
How do I install the replacement kit?
Please refer to our Installation Guides section for information on how to install your key replacement kit.
If you are having trouble with installation, please note that there are a few factors that may cause the process to be more difficult or impossible.
1. Assure the metal retaining tabs on the keyboard are not bent or missing. These are part of the keyboard hardware itself. If the metal retaining brackets are not present, our key replacement kits will not work. In this case, a new keyboard is required.
2. Be sure to orient the hinge mechanism correctly. Some hinges can be symmetrically similar and confusing to install if not oriented in the correct direction. Most hinges are pre-attached to the key cap for easy reference. Take note of the orientation before removing to install.
3. Check the small plastic tabs on the underside of the key cap for damage. If these tabs are bent or missing, installing your key cap will be more difficult or impossible. Forcing a key cap into place with a bent tab may result in damage to the key cap, in which a new kit will be required.
Why buy single key replacement kits and not a new keyboard?
Keyboards sometimes require a fair amount of technical knowledge to replace. Most new models require a full top cover replacement, as the keyboards cannot be replaced individually without breaking the plastic welds that secure them in place. With our ‘top down’ key replacement method, if you can press a button, you can replace and repair your missing key!
Replacement keyboards can sometimes cost upwards of $100 plus installation fees if you are using a computer repair service. Our replacement kits start at only $3.49 each. The savings continue to add up!
Taking your machine to a computer repair shop? Don’t expect to receive it back for a few days or weeks! Key replacement kits arrive right at your doorstep with your postal mail and are ready to be installed straight from the package! You can regain your productivity in only a few minutes!
Are all keys available for in stock models?
While we strive to keep a full inventory at all times, certain key and hinge combinations may occasionally be out of stock. We work closely with our suppliers to obtain the latest inventory when required and will notify you if any of your items are back ordered along with an estimated shipping date. If you need to confirm an item is available before purchasing, please feel free to Contact Us to request availability!
Do you accept Purchase Orders?
We certainly do accept purchase orders and currently work with over 700 additional districts nationwide to provide them with laptop and Chromebook replacement keys! Please take a moment to register your district with us here. You can also place an order on our website, then select the Commercial Purchase Order option during checkout. You will then receive further instructions including our fax number to submit your approved PO for processing!
Will replacing keys void my existing warranty?
No way! Replacement keys are designed to be a cosmetic fix for incidents that result in the loss of one or multiple keys. Once replaced, your keyboard will look completely untouched. There is no way to tell you’ve replaced your keys! Not to mention the downtime you’ve just saved by completing the repair yourself!
Why are some replacement keys so expensive?
Some laptop models are extremely rare, expensive or difficult to source. Likewise, some models require parts that are not even available on the consumer market! We work closely with our part suppliers and manufacturers to obtain components so we are able to offer them to our customers at a fraction of the price it would take for a full keyboard repair!
My order has been in ‘processing’ for over a week! What does that mean?
Orders that are shown to be in ‘processing’ may not have yet been shipped. Most orders will ship within one to two business days of the initial order. However, some items can be out of stock or otherwise not available for immediate shipment. We will generally send an email with specifics and estimated delivery times for your products. If you are still unsure of the status of your order, please feel free to Contact Us with any questions you may have!