READ: You can expect responses Monday through Friday from 8 am to 4 pm US Pacific Time. If you have submitted a question and have not heard from us, our answer is in your Junk/Spam folder. We Always Respond!
If you use Yahoo, AOL, GMAIL, or other freebie email providers and do not hear from us in 48 hours, our reply emails are being blocked or are in your junk mail folder. Please whitelist firstname.lastname@example.org and email@example.com before sending this inquiry.
The form below is the quickest and best way to contact Keys with your questions. These questions are distributed to members of our team best suited to answer them based on the general topic and keywords within your question. Our team is based around the world and your answers come directly from the engineers and customer service team. They have different schedules based on where they are located. Generally, you can expect responses Monday through Friday from 8 am to 4 pm US Pacific Time.
FAQ’s that may help
Ordering & Order Questions
- We do not markup shipping charges
- We do not charge for boxes or packing materials
- We do not have handling charges
- Contact your local post office by using the missing mail link here. https://www.usps.com/help/missing-mail.htm Do this first and wait to hear from the USPS. This form will ask if you suspect theft based on history.
- At the same time, check with neighbors to see if the package was accidentally delivered to another close address.
- After these steps, contact Keys Customer Service at https://www.keyspure.com/ask-keys/ after you have heard from the post office and they confirm your package is lost. We will refund your purchase, permitting you to place another order to a secure mailing address.
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.
- 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.
Keys Products- Use and Usage
- 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.
- 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.
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.
- 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.