I have questions about the smartwatch. How do I get help?
Please use our Chat feature to ask any questions or for help with technical issues, setting up the watch and more. You may also email us at info@keyoandco.com.
Where is my order?
Your order could be in a couple of places... our warehouse, awaiting dispatch, with the courier on its way, or delivered. The first thing to check is have you had your dispatch email? If yes, then it's on its way. If you haven't got your dispatch email (don't forget to check those junk folders) then your order is waiting to leave us. Once you have the dispatch email you can track it yourself via the link in the email.
If you don't have your order number with you, please check your email.
Why is my order late?
Are you sure it’s late? Please double check the shipping policy the date which we said it will be delivered by. Also, remember, once we ship it, the shipping carriers are responsible for delivering it on time. Also, check the Covid-19 update regarding shipping times. Most packages are delivered on time. If it's before the advised shipping date and you've had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions we do come up against a bump in the road. If your shipping date has passed, please contact us by going to the 'Contact Us' tab on this page and have your order number ready.
Can I cancel or edit my order?
As soon as you place your order, we’re on it – we know you need it fast! Unfortunately this means we will be unable to make any changes as it’s already being processed at the warehouse (literally within seconds!). You’ll need to place another order or return any unwanted items.
I received a faulty item. What do I do?
We’re really sorry to hear that you’ve received an item that’s not in perfect condition. So that we can get this fixed for you please head over to our Contact US section.
To help us resolve this for you ASAP, when you first contact us, please include the following information;
- -Your name
- -Order number
- -Product name
- -Picture of the fault
- -Description of the fault
(The product name can be found on your order confirmation email).
If you contact us via the 'Contact Us' form please have an image of the faulty item ready for when you receive a reply as you won’t be able to attach the image on the form just yet.