imKey Official Store Shipping Policy

1. Introduction

This Shipping Policy outlines the processes and regulations regarding the handling, shipping, and delivery of imKey products purchased from the imKey Official Store (the "Store", accessible at https://www.imkey.im). This Policy constitutes an integral part of the imKey Terms of Service and is inextricably linked to our After-Sales and Return Policy. Please review this document carefully prior to placing an order.

2. Order Processing Time

• Processing Period: Upon receipt and successful confirmation of payment, orders are typically processed (including verification, picking, and packaging) within 3 business days (SGT, Singapore Time). "Business Days" exclude weekends and public holidays in Singapore.
• Peak Period Delays: Processing times may be extended during promotional campaigns, product launches, or seasonal holidays. Significant delays will be communicated via website announcements or direct email notification.
• Order Confirmation: Once dispatched, a "Shipping Confirmation" email containing tracking information will be sent to your registered email address.

3. Shipping Destinations and Restrictions

• Coverage: imKey provides worldwide shipping services, except for specific restricted regions. We currently support delivery to major countries and regions across Asia, Europe, North America, and Oceania.
• Address Accuracy: Please ensure that you provide an accurate, complete, and detailed shipping address in English (including the recipient's full name, street name and number, city, province/state, postal code, country, and contact phone number). Any shipping delays, failures, or additional costs incurred due to incorrect, incomplete, or inaccurate recipient information shall be the sole responsibility of the customer.
• Shipping Restrictions & Sanctioned Regions: imKey strictly complies with all applicable international trade regulations and sanctions. Please be advised that we do not ship to, or provide services in, countries or regions that are subject to comprehensive sanctions or identified as high-risk by international regulatory bodies (including but not limited to OFAC, the United Nations, and the European Union).
  These restricted regions currently include, but are not limited to: North Korea, Iran, Syria, Cuba, the Crimea region, and the Donetsk and Luhansk regions of Ukraine.
  Furthermore, we reserve the right to cancel any orders and issue a full refund if the shipping address is located in a high-risk jurisdiction or if the transaction violates our Anti-Money Laundering (AML) and Sanctions Compliance policies.

4. Shipping Methods and Delivery Timelines

• Carriers: We partner with premium logistics providers, including but not limited to DHL, FedEx, UPS, SF International, and various national postal services.
• Estimated Delivery Time: * Estimated delivery windows are calculated from the actual dispatch date and serve as a reference only, not a guaranteed timeframe.
  • Actual delivery is subject to carrier efficiency, flight schedules, weather, customs clearance, and local distribution services.
  • Standard Shipping: Typically ranges from 10–30 business days or longer.
  • Express Shipping: Typically ranges from 3–10 business days.
• Force Majeure: imKey shall not be held liable for delivery delays or failures caused by events beyond our reasonable control, including natural disasters, war, strikes, or pandemic-related restrictions.

5. Shipping Fees and Terms

• Calculation: Shipping fees are determined by destination, parcel weight, and service level, and are clearly displayed on the final checkout page before payment completion.
• Free Shipping Policy: We offer free standard shipping to various regions based on specific order value thresholds (e.g., starting from 129 USD). Thresholds vary by destination; the final eligibility will be calculated and displayed in real-time on the Checkout Page based on your shipping address.
• Non-Refundability: Shipping and handling fees are non-refundable once the order has been dispatched. For returns not involving manufacturing defects, original shipping costs will be deducted from any refund amount.
• Failed Delivery & Re-shipping: If a package is returned to our warehouse due to recipient absence, incorrect address, or refusal of delivery, the customer will be responsible for the re-shipping costs of any subsequent delivery attempt.

6. Customs, Duties, and Import Taxes

• Recipient’s Responsibility: All international shipments may be subject to import duties, Value Added Tax (VAT), consumption taxes, and customs handling fees as determined by the destination country.
• Taxes at Checkout: For specific jurisdictions (e.g., UK, EU), we may collect VAT at checkout in accordance with local laws. All other import fees remain the sole responsibility of the recipient.
• Policy Awareness: imKey has no control over these charges and cannot predict their amount. Customers are advised to contact their local customs office for detailed information prior to ordering.
• Consequences of Refusal: If a recipient refuses to pay duties or fails to cooperate with customs, resulting in the package being returned, destroyed, or seized, imKey assumes no liability. The customer shall bear all return shipping and destruction costs, and may forfeit their right to a refund.

7. Parcel Receipt and Inspection

• Signature Requirement: Please ensure an authorized person is available to sign for the delivery. High-value orders may require the recipient’s signature.
• Inspection Protocol: Upon receipt, immediately inspect the outer packaging for integrity.
  • If visible damage, tampering, or re-sealing is evident, document the condition with photos and note "Damaged" on the delivery receipt before signing.
  • Critical Evidence: We strongly recommend that customers record an uninterrupted unboxing video when opening the product packaging (particularly the security seals of the imKey hardware wallet).
  • Report any discrepancies or damages to our support team within 24 hours.

8. Lost or Undelivered Packages

• Reporting: If tracking data is stagnant or shows "Delivered" without receipt, please contact support@imkey.im immediately after checking with neighbors or local delivery points.
• Investigation: We will initiate a formal investigation with the carrier. The final written investigation report provided by the carrier (e.g., DHL, FedEx) shall serve as the definitive basis for determining whether a package is lost or successfully delivered.
• Resolution: Investigation periods vary by carrier and destination. Resolutions (e.g., reshipment or refund) will be determined based on the investigation outcome.

9. Contact Us

For inquiries regarding this policy or order status:

• Email: support@imkey.im
• Support Center: https://support.imkey.im/hc/en-us

10. Modifications

imKey reserves the right to modify this Shipping Policy at any time within the scope of applicable laws. Changes take effect immediately upon posting to this page.

Important Notice:imKey sells physical security hardware products only and does not provide any virtual asset trading, custody, or funds-related services. References to third-party wallets, exchanges, or decentralized applications are for compatibility purposes only; related functions and services are provided independently by third parties.