Return Policy-Loss + General Advise


Keys® currently ships to the US, Canada, and some EU countries. We do not offer expedited shipping at this time.

There may be delays in processing and shipping your order in light of transportation issues. Unexpected delays can also occur due to weather, staffing, and general delays with the carrier. We greatly appreciate your patience and understanding.

Keys® offers free standard shipping for all US orders over $75, and Canada receives a 10% discount on all orders for postage incongruencies. All other charges are calculated at checkout with no markups for handling. 

Orders are processed Monday – Friday, with the exception of US holidays. Orders are typically fulfilled and shipped within 3 business days. Once your order has shipped, you’ll receive an email from with tracking information. 

Keys Returns and Refunds Policy

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

To obtain a Return Merchandise Number (RMN), contact us:

  • By visiting this page on our customer service website:  Click Here  or paste this URL into your browser.
  • You will be given an address to send the package along with the RMA instructions.


Returns Purchased from Sellers, Stores, Resellers et al

Resellers who purchase Keys products do so to resell products to consumers. This purchasing action pushes the ownership and returns policies to that reseller, and Orion nor its subsidiaries hold any responsibility. Returns of products purchased from resellers stores, websites et al. must be returned to the place where they were originally purchased for credit or refund. Each US State has specific laws governing returns, and you should check the laws of your State or the reseller’s State before making a return attempt to that reseller. Any dispute you have regarding Keys products purchased from a reseller must be resolved with that reseller. Orion/Keys will not accept returns for credit or refund from consumers who purchased products from any reseller that purchased goods and take possession of products from Keys/Orion.

Return Policy for Incorrectly Fulfilled Orders

Keys must be notified via email to within ten (10) calendar days ARO (After Receipt of Order) to refund (credit).  Keys will issue an RMA (return merchandise authorization), for unused and unopened products. Keys will pay for the return shipping for errors we make only.

Return Policy for Incorrectly Ordered Products.

If an order is placed online by the customer and was incorrectly ordered, Keys must be notified via email to within ten (10) calendar days ARO (After Receipt of Order).   Keys will issue an RMA (return merchandise authorization), a refund (credit) minus a 15% restocking fee for the items. The customer is responsible for returning the items at their expense. Items must be unopened for a return to be authorized. Returns will be issued a store credit for future use. No cash refunds are issued.

Return Policy for Unsatisfactory Products.

Keys products are produced from natural ingredients that will have different scent levels based on seasonality. Further, Keys does not use contra-chemicals to minimize or unscents any products. We encourage you to purchase sample sachets if you are uncertain of how a product smells or performs. Should you not like a product for any reason, Keys will issue a store credit within the first 30 days ARO (After Receipt of Order). There are no cash refunds. A product purchased beyond 30 days will not be accepted for return, nor will a refund or credit be issued. Please contact to request a store credit and RMA (return merchandise authorization)


All credits must be used within 90 days of issuance. Credits beyond 90 days are forfeited.

Lost Shipment

If the postal service or private carrier has lost your package, please notify our customer service (Click Here To Contact Us) 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.

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.

General Advice and Liability

The information provided regarding the use of new products, even those with all-natural ingredients, is offered as a general guideline and should not be considered as a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of your medical advisor or other qualified health provider with any questions you may have regarding a product’s suitability.

Product Use and Safety

Before administering a full dose of any new product, it is highly recommended that you try a small amount first to monitor for any adverse reactions. While all-natural ingredients are generally considered safe, individuals and dogs may have unique sensitivities or allergies that could result in an unexpected reaction.

No Guarantee of Safety

Despite the natural composition of the products mentioned, we cannot guarantee that they will be safe or effective for every individual or dog. The responsibility to ensure the suitability and safety of the product for your pet rests with you. By following the recommendation to test a small amount of the product first, you are taking a proactive step to minimize the risk of a negative reaction.

Limitation of Liability

Under no circumstances shall we be liable for any direct, indirect, incidental, special, or consequential damages that result from the use or the inability to use the products, including but not limited to reliance by a user on any information obtained from the use of the products.

Acknowledgment of Understanding

By using the product on your dog, you acknowledge that you have read this disclaimer, understand it, and agree to comply with its terms. You agree to take full responsibility for the use of any new products on your pet and to proceed with caution as advised.

Contact Information

Should you observe any adverse effects in you or your dog after trying a new product, discontinue use immediately and consult your your health advisor. If you have any concerns about the product or its ingredients, please contact us or seek advice from a veterinary professional before proceeding with its use.

Contact us

If you have any questions, please contact us: