Here are some FAQ’s that may help
Ordering & Order Questions
One of our most common questions is about shipping costs and procedures. Here are the basics of how we work shipping your products at Keys. First and foremost:
- We do not markup shipping charges
- We do not charge for boxes or packing materials
- We do not have handling charges
If the postal service or private carrier has lost your package, please notify our customer service when you suspect the package is lost. We will institute a tracking inquiry to the post office. If there is no resolution in 5 business days, we will issue you a refund for the goods and shipping charges. You are then free to place another order. USPS: If a package has stalled or disappeared within your service region, it is to your advantage to fill out a lost mail form for the USPS. As the receiver, you receive a higher level of attention from your local postmaster. Very often, the package is found within a few days. We cannot institute this form. Here is a link to that form. https://www.usps.com/help/missing-mail.htm If your package shows delivered and you expect that your package is stolen, you must contact the carrier yourself to report the theft. Each carrier has its process and policies which are out of our control. This is a Federal law requirement of USPS.
Do you take phone orders?No, we are an online-only eStore. Phone and in-person ordering require a different merchant banking account that we do not have. We are like Amazon and most others who accept online orders only.
My Orders are failing, and I can’t order? Keys uses a very sophisticated internet system that is very secure and efficient. Our GT Metric ranking is 98 out of 100. So, when there is an ordering problem, 98% of the time it is because of something else. So, here are a few things to check:
- Make sure to turn off any VPN’s
- Try a different browser.
- Make sure www.KeysPure.com is whitelisted on your router.
- Firewalls can be a problem if set too high a security level.
- Cable TV-based internet will throttle. So, one day you might be able to order, and the next may get zapped.
- Your billing address is different from what your credit card company has on file. It often takes them months to update changes. So try an old billing address if you have recently moved in the last six months.
- Your name has changed will also kick out an order if your credit card company is lagging on the update. Just like billing address
- You are trying to order from a country we do not serve.
- Your IP address has multiple fraud reports. Many cable internet providers use shared IP’s, and if there has been a fraud, it casts a shadow on that IP. If you can, try a different place or service to try to place the order.
- The internet is your area can be maxed out because of loads and traffic. Try a different time of day.
- You are trying to order using a cellular provider where tower loads are too busy.
- You are using a freebie email provider. We see problems with old Yahoo and AOL addresses being kicked by the US Merchant Banking System. This is sometimes true of Gmail accounts. We use Wells Fargo Merchant Banking which can be a bit restrictive.
Keys Returns and Refunds Policy (Post Covid-19)Thank you for shopping at Keys. If you are not entirely satisfied with your purchase, we’re here to help. Our products can be returned within 30 days of the original purchase of the product. A new product may be exchanged for another product or returned for a store credit. Before you return a product, please make sure that:
- The product was purchased in the last 30 days
- The product is in its original packaging
- You obtained a Return Merchandise Number (RMN) from us
- By visiting this page by using the form above.
- You will be given an address to send the package along with the RMA instructions.
Contact usIf you have any questions about our Returns and Refunds Policy, please contact us by going to Ask Us in the information tab of the website.
I forgot to order something. Can I add to my order? No, because our order system does not retain credit card information for your security. We do have the feature to store your credit card information at our merchant bank, but the order origin must be originated by your login. If it is early enough, we can cancel your order and you can reorder what you need. Tory, in our shipping department, is pretty fast, so you need to act quickly.
Do you sell on Amazon.com Yes, through our partner Smallflower.com. Smallflower is our strategic partner owned by Merz Apothecary. Merz is a 135-year-old company that also markets under the SmallFlower name on Amazon and other websites. You can be confident that products sold by SmallFlower.com are original and fresh. Buy with confidence on Amazon through SmallFlower.com. Prime Members can take advantage of free shipping where applicable.
We receive the question, "Do you have stores that sell your products in Canada?" The answer is, unfortunately, NO! The reason is both simple and complex. We used to have stores selling Keys across Canada. Canada requires local distribution and the Canadian government pretty much shut down boutique distributors for no known reason. So, our distributor was shut down. Attempts for us to reopen stores in Canada have all failed due to intense regulations and roadblocks. It seems like Canada does not want small US brands. Frankly, we are too small for the big Canadian distributors to get their attention. The small glimmer has been that we instituted a 10% discount on our products so that Canadian customers can buy online and receive a 10% discount on their order amount, which helps to defer the extra shipping cost from the US to Canada. This is not a 10% discount on shipping but on the order value. So, when you can buy more, it does average down the shipping costs. We will continue to look for a distributor, but it is getting harder between the roadblocks and border closures due to Covid. We are sorry. Lastly, some of our products are on Amazon Canada, but not all. The 10% discount is for the Keys website and not Amazon Canada.
Keys Products- Use and Usage
There are no redundant Keys “Face” products. All of them have a place and use. Regimens vary regarding how much and when. Your skin is different and therefore the regimen is different for everyone. Nextra NeoRetinol was developed as a better alternative to the age-old Retinol Vitamin A derivative. Read about Retinol and you will learn about how Retinol has been used for years. It was primarily an acne fighter, but people soon learned that it was great for clearing the skin, smoothing skin surface, fighting fine lists,s and brightening the skin. Nextra does all of that, but without the traditional side effects of Retinol. Retinol’s side effects include redness, drying, dry patches, sun sensitivity, and unsightly blotching when overused. Please do keep in mind that Nextra NeoRetinol is an active ingredient product. Less is more, so use a thin application or thin more applying to slightly damp skin. Our only experience with any irritation over the two-year test period was when people used too much. So, if you were not a Retinol user, it is important to do your own research. For former Retinol users, you already understand the value of the features without side effects. This means Nextra can be used day and night every day for progressive change in your skin. Below is a regimen if you were to use all of the face products in order of use: Wash with Island Rx Foaming Wash, Rinse, Pat Dry If you use Omni or AquaVit toner, do that next and let dry naturally as a deep toner Use Nextra NeoRetinol on all areas you want to smooth, brighten, or reduce aging marks. Note, it is best to let Nextra absorb in for a minute or two or when there is a feeling it has disappeared. Reflex serum on spot areas where super hydration, dryness, or patches are seen Eye Butter for around the eye and lips Luminos Moisturizer for night or evening Solar Rx as an SPF daytime moisturizer with sun protection Tortuga Lotion for extremely dry areas in cold or dry regions. Use where needed on face, hands, elbows, feet, etc. Some customers use all and some customers use all depending on the time of year and their climate. Younger hydrated skin needs less
There are no redundant Keys “Face” products. All of them have a place and use. Regimens vary regarding how much and when. Your skin is different and therefore the regimen is different for everyone. Below is a regimen if you were to use all of the face products in order of use:
- Wash with Island Rx Foaming Wash, Rinse, Pat Dry
- If you use Omni or AquaVit toner, do that next and let dry naturally as a deep toner
- Use Nextra NeoRetinol on all areas you want to smooth, brighten, or to reduce aging marks. Please do keep in mind that Nextra NeoRetinol is an active ingredient product. Less is more, so use a thin application or thin more applying to slightly damp skin. Our only experience with any irritation over the two-year test period was when people used too much.
- Reflex serum on spot areas where super hydration, dryness, or patches are seen
- Eye Butter for around the eye and lips
- Luminos Moisturizer for night or evening
- Solar Rx as an SPF daytime moisturizer with sun protection
- Tortuga Lotion for extremely dry areas in cold or dry regions. Use where needed on face, hands, elbows, feet, etc.
What are the ingredient used in your products? For over 16 years, Keys only uses all-natural whole ingredients. All are Vegan, Gluten-Free, Soy-Free, and Chemical-Free. Our factory is allergen-free, and there are no hidden ingredients on our labels. We use no preservatives or best used by date extenders. We use only the highest quality available natural ingredients, and they are in therapeutic proportions. Each product in our estore has an image of our labels in a flat pattern so you can read the ingredients. Go to the detailed product page by clicking on the picture of the product you are interested in knowing what is in it. The product gallery has a picture of the back of the product label and the entire label rt. Run your cursor over the image, and the system will zoom in for a better view.
Why Don’t you Make Larger Sizes? We do get a few questions about the product sizes that we choose to offer. There are several reasons that we have for the sizes we offer, and they may not be obvious. So herein are the reasons in order of priority:
- Our products use very little water, and they are concentrated. Many big box brands use 65%+ water to stretch the product and offer 32oz sizes. Our Tortuga Lotion is a little less than 4oz, but actually contains the same level of moisturizing as those 32oz products. So use just a drop or a drop on wet skin for the same effect. All without chemicals and with world-class natural ingredients.
- The FDA has restrictions on the best used by dates and sizes (including refills) where Paraben biocides are required as a preservative. Not every manufacturer follows the rules, but we do.
- Liability insurance! Similar to the FDA, we use Llyods of London for our liability insurance. They have size restrictions where too big a bottle has a much higher insurance rate. This is pretty rare and mostly with our dog products because we offer supplements as well as topicals. This also gets interesting when we consider any internal products for humans. It is a dragon to doing business, but it is what it is.
How Are Keys Therapy Products Different than Keys other skincare? Our two largest selling categories are the “Face” and “Therapy” product categories. Keys skin therapies add a high percentage of Neem and Karanja oil to our base ingredients that feature avocado oil, black seed oil, and carrot seed oil to overly simplifying things. Neem and Karanja are Ayurvedic medicines that have been used for thousands of years in eastern medicine. Both Neem and Karanja are legendary for their skin healing and anti-insect capabilities. Karanja is less known and is a symbiotic plant with Neem. Take some time to read on the internet about each ingredient. Make a special note about the things that the National Institutes of Health have to say. Neem and Karanja oil are also at the center of many Keys KODA topical dog products. Great as insect repellants and for skin disorders like hot spots, itching and rashes. If you have a typical skin disorder, allergies or chemical intolerances, Keys therapy products will help. All are good for people and dogs. Keys has been using Neem and Karanja oil for over 15 years, and we have sustainable vendors that make pharmaceutical-grade versions. So, they are effective, natural, and whole ingredients in therapeutic proportions.
Important Note: Over the two-year testing period for Nextra NeoRetinol we saw no real irritations caused by the product. Keeping in mind that the test group was relatively small, we have had around 1% of customers buying Nextra NeoRetinol experience some redness upon initial use that disappears overnight with some lingering redness on and around old acne scars. We discovered that it wasn’t skin irritation but rather increased circulation that appeared more obvious on areas that required more healing! This is especially true in those areas where acne breakouts and older red scars are in the healing process. So, our suggestion is to throttle back if you see redness and apply a lighter amount of Nextra and then slowly throttle up over a week’s time. Of course, if redness continues, discontinue use and let us know.
Nextra is a Retinol like overnight star and we are so so excitedWe are as ecstatic as a group can be. Our geeks, scientists, aboriginal healers and rocket scientists pulled off a big one with Nextra NeoRetinol. Like Retinol and none of the side effects, Nextra is a hit. We introduced Keys Nextra NeoRetinol less than a month ago, and it is our fastest-growing product in the history of the company. Our overnight star has become a real rising star. Here is what a few customers have said in our first few weeks:
Acne Fighter – “I have struggled with acne for 10+ years and have tried just about anything under the sun to help my skin clear, and nothing worked until Nextra! After trying the Nextra NeoRetinol product, I immediately noticed a dramatic change! Not only did it help clear my acne, but it also helped with my overall skin tone.” Britney German skin – “When I discovered Keys products, I was in heaven because they use only natural and organic ingredients, NO chemicals, and very budget-friendly. I was even more excited when I could try Nextra. It gave my skin moisture and made it so smooth and soft. It reduces my fine lines and wrinkles and helps sagginess around the chin area. I use it right after I get out of the shower.” Anja Grateful – “Bob, Wendy, and the Keys Team, I want to say thank you for how much your products have helped me. I suffer from buildup and breakouts on my skin, but it is difficult to find a product that doesn’t dry me out or leave my skin feeling greasy. Nextra NeoRetinol is the first product I have found that leaves my skin clean, refreshed, and oil-free! I am so grateful! Not to mention, it is all done without harmful chemicals! I can’t wait to see what you think of next!” Lisa Smooothe! – “Using Nextra, my overall skin texture, it is so much improved! Also, my pores are not as easily congested by the end of the day, and I would say they are much more clear in general. Nextra is the perfect moisture balance for my skin! I feel like I don’t need any other moisturizer after applying it all over my face. Maybe a little eye butter around my mouth where I tend to get drier.” Olga Reverse Logic – “I love my expensive Renova® Retinol. It is like an old friend, and who wouldn’t want to keep an old friend around. When I beta’d Nextra, I thought, would it speed up my Retinol recovery time. It did. Now I am experimenting with using Nextra in between Retinol treatments. Somehow I no longer have the side effect of dry red patches from the Retinol. I self-experiment, so the next will be to try and blend them.” Elle Electric Feel – “When I first read about Keys Nextra, I had to try it. It came in the mail, and I ripped the package open and ran to the mirror. I first put it below my eyes and expected to see something, but what happened is it felt electric. I swear it tingled. After a few days, I really noticed a difference, but now I am addicted to the electric feel.” Peg Dry Line – “Amazing! When I first got my Nextra, I took a small amount to under my eyes. I could not believe how smooth it was. Silky. What happened next was that it absorbed so quickly that there was no oily feel. It went on dry, but days later, I noticed a change. I saw a change in my skin look and feel, and it does not feel greasy or oily.” Amanda Eczema Relief – “I have used Keys MetaCare to control my eczema on my arms for a few years. Recently, I noticed something that looks like eczema on my face near the corners of my mouth. MetaCare was a bit strong close to my nose. I decided to try my new Keys Nextra. It was gone overnight. I can’t say it was eczema, but it is gone now. Who cares what it was.” Janet He Noticed – “There are three distinct stages to my Nextra experience. 1) I felt a cooling, tingle, and calming at my first use. 2) After a few days, my skin was brighter and smoother. 3) After a week, my husband noticed and asked what I was using on my face. I am 45, and step three was a big deal.” Meg Space Cowboy – “I am a young engineer with a Space company. I work outdoors all over the world and live in Southern California. I take excellent care of my skin, eat right and play hard. When I received my Nextra sample, I thought it would be just another product for my face. Boy, was I wrong. I noticed my skin changing overnight, and my face looks like I am five years younger in the first two weeks.” Peter
We are very proud of our team for developing Nextra and Element 6. These days of fake news, fake products, and sensationalism, these testimonials speak for themselves. Excited we are.
Layering Keys Skincare? With Nextra NeoRetinol joining our product line, the dominant question we are getting is where, when and what order do I use all my Keys products. First and foremost, our founder, Wendy, says that everyone’s skin is different, but everyone can use all the Keys products together. They all serve a purpose, and all are different. Nextra NeoRetinol is the closest thing we make as a “one-product” for nighttime and combines with Solar Rx for daytime. For many they use Nextra as their primary moisturizer because it has the benefits of deep moisturizing and Retinol in one product. Said, it depends on your skin type, age, location, and climate. Nextra is a very fast penetrating “light” moisturizer with the additional benefits of Retinol and none of the side effects. Use Nextra NeoRetinol on all areas you want to smooth, brighten, or reduce aging marks. Note, it is best to let Nextra absorb in for a minute or two or when there is a feeling it has disappeared. Our founder, Wendy, uses a regimen of all the products because she lives in Sanat Fe, New Mexico, where the humidity level is approaching low single digits at different times of the year. She will use Reflex Serum in spot areas, Luminos all over her face, neck, and hands, as well as Nextra NeoRetinol. It is very dry where she is, so the combination works for her skin type and climate. She uses Solar Rx as a replacement for Luminos during the day because Solar Rx uses Luminos as the base moisturizer lotion and adds SPF. Please never forget that UVB is the number one skin ager. UVA can cause skin cancer! What to use? She always says, “you have to listen to your skin every day to hear what it wants.” It is a funny way of putting it, but the phrasing makes everyone pay attention to their skin. The more you notice, the easier it is to tailor a regimen for yourself. It is keeping in mind that there are so many factors that affect the skin. These include your age, skin type, humidity levels, air quality, temperature, and external conditions like allergens. Sunscreen is always on top! Until the FDA required manufacturers to use the term sunscreen, we called Solar Rx a sunblock. The Zinc Oxide is a physical block against UVA & UVB radiation. So, you want it as the first barrier of defense. To be clear, the last layer before any makeup or foundation is Solar Rx. The exception is when people use Solar Rx for therapy because the zinc oxide we use is uncoated and therapeutic. Then it will go on first. That said, we have many that use Solar Rx as a single product alone or under makeup. Wendy’s Regimen Wendy, Keys starts her daily regimens using Island Rx Micellar cleanser foamer to wash her face and neck. Next, she uses Nextra NeoRetinol all over her face and neck, morning and night – every day. She will use Reflex Serum on very dry areas of her skin. Next, she layers just enough Eye Butter around her eyes based on how they appear. She also puts Eye Butter on her lips. Then she layers Luminos for nighttime and Solar Rx SPF for the day. Wendy no longer wears foundation and primarily uses Bobbi Brown concealer around her eyes when necessary. The only makeup she uses is Bobbi Brown for eyes, cheeks, and lips. The takeaway is that you have to tailor your Keys regimen to what your skin wants and needs. It can be different every day. There are no redundant Keys facial products, only unique purposes to each that depend on you.
Every product has a slightly different ingredient deck. In common,
- All products are vegan
- All products are glute-free
- All products contain no soy
- All products are chemical-free meaning no “man-made” or estered ingredients
- All products are preservative-free
- All products are non-GMO
- All ingredients are listed on the product’s label no matter how small a percentage.
KEYS Off The Wall FAQs.
Are Keys Products Made in America? YES! A few years back, a disabled American soldier wrote the book Buy American. Alex Nelson said it was our duty to buy American to preserve our manufacturing place in the world. Today more than ever it is even more prescient and meaningful because all those toys, electronics, and skincare made in China are just not going to be available. Do Your Holiday Shopping Now The logistical and power nightmares in China are just the tip of the iceberg. Problems with the supply chain are jammed packing railyards and ports. Made in America and shipped by the USPS, UPS or FedEX will be your only solution. Keys products are designed and made in America. Many products, especially those from celebrity brands, are made in China. They are disappearing from Amazon and the shelves of big box stores like Wal Mart because those places cannot get the products. After all, they cannot be made in China because of power grid problems or are backed up in ports waiting to get out of China. Supply chain failures further complicate the situation in the US in both railyards and ports. So Buy American!
No, Keys® does not make Alicia Keys Soulcare products. There is no affiliation between Keys® and Alicia Keys other than we are not happy about the confusion she has caused for some of you. The United States Patent and Trademark Office issued Keys® this registered trademark in 2006 (USPTO registration #3176089). That is what that little "®" means when you see it next to a logo or name. It is like a patent but with no expiration date. Since then, we have renewed the mark diligently, and it now belongs to us in perpetuity, or so we thought. Said, over the years, we have had situations where people accidentally used our mark, and we had to ask them to stop politely. They were small companies that made a mistake. In the case of Alicia Keys company, they applied for and were denied the mark "Keys" in our business sector. We assume that is why their new application is for Keys Soulcare was filed. We have registered a letter of complaint with the USPTO, and they accepted it. Unfortunately, that acceptance does not mean much in the bigger scheme of things for our little company. Today, it is often difficult to find out or even complain to more prominent companies owned by celebrities. They are like giant amoeba with jello-like structures. Corporations with only letters for a name and even more allusive addresses. Our USPTO attornies tell us that it will cost $100,000.00 to serve them a grievance and a minimum of $1 million to sue. We have contacted Ms. Keys attorney, who predictably was met with rhetoric and attorney doublespeak. They know the game. The system is broken when it creates a way to protect small entrepreneurs and inventors but no way to defend them against violators. So, we are sorry for the confusion this has caused. Again we have no relationship with Alicia Keys or her Keys Soulcare products. You should check in with them to see if they care and where their products are made and designed. Sorry to bring this up now, but it has caused some confusion with some of our customers. The law requires that we defend our trademark, but when it comes to someone having a complaint about a reaction to find that another brand that caused it is also cause for us to clarify who has what. We are American-made, American-designed small products for all skin types and color. We are not race-specific and not made in China. Keys is dedicated to solving skin problems and making people feel and look good naturally. Thanks for your past loyalty and support. Knowing better is doing better. Onward!
Yes and No! We developed our AvoJel for the NASA astronaut, Scott Kelley, who was going to be on the International Space Station for a year stay. He was having skin issues, and Keys invented AvoJel out of avocado oil instead of petroleum jelly. Petroleum jelly can be a fire and explosion hazard in space, so we conjured a way to jelly avocado oil. Keys complete line of Alternative Naturals is based on AvoJel. Unfortunately, one mission that AvoJel was included in was continually scrubbed and one mission failed. AvoJel and Urban Shield have been on missions and successfully used, but without the notoriety of the human on the station for the longest time. These missions were not for NASA.
Yes, Keys has been involved with many movies, TV shows, and events like the Oscars over the years. We have also been on Broadway and at concert events with our KPRO line. Our affiliations began with the Environmental Media Association, Hollywood's equivalent of the Environmental Working Group (EWG). We introduced Keys Eye Butter to 300 Hollywood makeup artists over 12 years ago, which has blossomed into new products and exciting adventures. Luminos was invented for the TV Show "Ghost Whisperer," and we were the green product line used on the actors on the TV hit "Weeds" for three seasons. On the red carpet at the Oscars numerous times, but always green and clean. We were featured three years in the celebrity gift bags at Maria Shriver's California Women's Conference. A bunch of movies and TV shows we can't mention, but actors and makeup artists have continuously chosen us because of the integrity of our products and the purity of our ingredients. Still, we are a company for everyone.