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FAQ

Sell FAQs

To sell through our website, please use our online quote wizard. This automated service is available 24/7.

To sell your equipment by phone, call 1-800-DIAL-KEH and our courteous purchasing staff will be happy to assist you. Phone service is available Monday through Friday, from 9am to 6pm, and on Saturday, from 10am to 4pm (ET).

To sell your equipment via email, please submit all requests to [email protected]. Be sure to include your name, address, telephone number and a list of the equipment you wish to sell. Due to the volume of emails received, please allow at least 24 hours for a response.

We offer direct pickup of quoted camera gear from your residence, free of charge for quotes above $300. Reach out to us at 1-800-DIAL-KEH to schedule a pickup.

The automated Quote Wizard is available online 24/7.  The equipment available on the Quote Wizard is a listing of the gear KEH is seeking to purchase.  If we are overstocked, certain items may not appear. Please note that the minimum quote amount is $50.00. 

If the exact item you are looking to sell is not available on the Quote Wizard, please contact the Purchasing Department by phone at 1-800-DIAL-KEH, or submit a request by email to [email protected] to determine the value of your equipment.  Please do not submit an online quote with the closest match, as this will provide inaccurate results.  Please note that prices on camera gear can fluctuate depending on supply and demand.

Once you have selected an item on the Quote Wizard, you will be asked to select the accessories you are sending in with your equipment and then the grade of your equipment.  The KEH grading system is for cosmetics only.  Grades LN-, EX+, EX, and BGN must be in working condition.  If the item needs to be repaired or adjusted, please email [email protected]  or call 1-800-DIAL-KEH to determine what the value of your equipment will be after the repair is added.

After a grade has been selected, the Quote Wizard will provide an estimated value of your item.  The estimated value quoted is based on the information supplied concerning the grade and description of your equipment.  The final payment price will be determined once the equipment is received and inspected by a KEH technician.

The estimated value does not reflect any repair costs required to bring your equipment to good working order.  Repair costs will be deducted from the final value and will be communicated to you prior to acceptance of the purchase agreement.

KEH will contact you to discuss any deviations in the grading or description of your equipment. 

Quoted values are valid for 14 days from the date the quote is submitted to KEH. 

We are not always able to make an offer to purchase certain older or broken items.  We will be happy to help you recycle your used photographic gear in an environmentally responsible manner if you would like to donate the equipment to KEH.

Simply inform the Purchasing Department at the time you submit your quote that you wish to trade your equipment, and a KEH buyer will apply your quote to available merchandise.

Upon receipt of your item(s), please allow up to 7 to 12 business days (Monday through Friday) to receive your offer. Busier times of the year may extend processing time.

You will be paid the final estimated value price, provided the final value is equal or higher than the total estimated value.  If your final quote is less than the original estimated value, you will be contacted for approval.

Upon approval of our offer, you may choose to have a check mailed to you via U.S. Mail or we can electronically transfer funds to you through your verified PayPal account (PayPal fees may apply). 

You may also apply all or part of the final value of your quote to a trade order.  Simply inform the Purchasing Department that you wish to trade your equipment, and a KEH buyer will apply your quote to available merchandise.

If you opt to receive Quick Pay (applicable for quotes submitted via the website), we will issue payment via the selected method (check or PayPal) without further contact, provided the final value meets or exceeds the original quoted amount.  If the final value is less than the original quote, you will be contacted for approval.

Should you decide not to accept our offer, we will ship your equipment back to you at no charge.  Free return shipping is only available for addresses located in the contiguous United States.

To check the status of your quote, please contact the Purchasing Department by phone at 1-800-DIAL-KEH, or by email at [email protected]  When inquiring about your quote, please include your first and last name and quote number (if available).  Due to the volume of emails received, please allow 24 hours (Monday through Friday) for a response. 

Quotes submitted within the contiguous United States are eligible to receive a prepaid FedEx shipping label. Unfortunately, at this time, the prepaid FedEx shipping label is not valid for quotes shipping from Hawaii, Alaska, APO or international addresses.

For quotes submitted via our website, you will receive an email with a link to print a prepaid FedEx shipping label. Quotes placed by phone or email will receive instructions on how to print a prepaid FedEx shipping label. If you have multiple boxes to ship, please do not make multiple copies of the same label. Call 1-800-DIAL-KEH, and we will provide instructions for printing multiple labels. A new label will need to be generated for each box. We will not refund shipping costs incurred independently of the provided prepaid FedEx shipping label.

It is important to note that the tracking number for your shipment will be created and provided to you upon drop off at an authorized FedEx drop off location.

To ship your gear to KEH, please follow these guidelines:

1. Enclose a copy of your Quote Wizard evaluation inside the box. We recommend that you retain a list of the items shipped and their serial numbers for your records. Your quote evaluation may be delayed without complete information.

2. Carefully package your equipment. Choose an appropriately sized box for the items, and be sure to pad the box with materials such as bubble wrap or packing paper. KEH Camera will not be responsible for improperly packaged items and any resulting damage. To ensure proper return service, please drop off the package directly at an authorized FedEx location in person and ask for a receipt with tracking information.

FOR PACKAGES CONTAINING LITHIUM-ION BATTERIES:

  • For shipments containing the equipment (camera, drone, etc) which the batteries power: print this PDF and affix to outside of box.
  • For shipments containing only batteries, or shipments not containing the device a battery powers: print this PDF and affix to outside of box.

Regulations require a warning label. Failure to do so may prevent proper shipment, resulting in delays or returned packages.

3. Please ship to the following address:

KEH Camera
Attn: Purchasing Department
5080 Highlands Parkway SE, Suite B
Smyrna, GA 30082

In an effort to expedite the processing of your quote, please write your quote number on the outside of the box, if available. Please label multiple boxes 1/3, 2/3, 3/3, etc. on the outside of each box.

We recommend shipping your equipment via an insured and trackable method. We are not responsible for lost or damaged items shipping to KEH without a KEH pre-paid FedEx label and tracking receipt. All packages must be shipped prepaid. KEH will not accept packages shipped COD.

We offer direct pickup of quoted camera gear from your residence, free of charge for quotes above $300. Reach out to us at 1-800-DIAL-KEH to schedule a pickup.

SCHEDULING FRONT-DOOR PICKUP
For your convenience, we now offer direct pickup of quoted camera gear from your residence, free of charge for quotes above $300. Simply complete the quoting process as usual, box up your gear, and reach out to us at 1-800-DIAL-KEH to schedule a pickup.

KEH Camera gladly accepts quotes worldwide.  However, please note that the minimum amount for international quotes is $300.00.

Quotes shipping from countries outside of the United States may be subject to the import taxes, customs duties and fees levied by the originating country for both inbound and outbound shipping.  The customer associated with the international shipment will be responsible for all import taxes, customs charges, duties and shipping fees.  We have no control over these charges and cannot predict what they may be.  Please contact your local customs office for further information.

If upon KEH’s final evaluation and pricing you decide note to sell your equipment, you will be responsible for all return shipping charges, duties, taxes and fees.

Please note we are not responsible for exchange rate fluctuations.  We cannot declare international shipments as “gifts”, as this is a federal violation.

Shop FAQs

We sure do. Most products come with a 180 Day warranty.

Should your equipment be defective, we will repair it. If repair is not possible, we will issue you either a replacement product (above or one grade below the received condition), or a refund. Shipping is provided by us to facilitate your return/repair.

The following grades are covered under warranty: Like New (LN), Like New Minus (LN-), Excellent Plus (EX+), Excellent (EX), and Bargain (BGN), excluding any equipment denoted as “inoperable.” Our warranty does not cover Ugly (UG) or As-Is (AI) grades, batteries, bulbs, and material and non-mechanical defects. Damage resulting from misuse or neglect including from drops, water, sand, or tampering by anyone other than KEH Camera’s repair team will void the warranty.

An extended warranty may also be available for some products.

If you have any questions about our warranty, please call us at 1-800-342-5534 and we'll be happy to help.

Credit Cards: We accept Visa, MasterCard, American Express, and Discover credit cards.

Please be sure to provide your exact billing address and telephone number--the address and phone number your credit card company has on file for you. Incorrect information may cause a delay in processing your order.

You can be confident that your personal and account information is secure at KEH.com. We employ the latest 128-bit encryption technology in all parts of our site that require any personal information. Please read our security promise for more information.

PayPal: We will only ship to a PayPal confirmed address and the shipping address on our website must match the PayPal confirmed address.

Affirm: This payment option allows you to split the price of your purchase into fixed payment amounts that fit your monthly budget. Read More

Checks, Cashier's Checks, Money Orders, and Wire Transfer. Please call us at 1-800-342-5534 for assistance.

Your credit card will only be charged after the verification of the availability of your merchandise. Once we have verified 100% product availability your card will be charged either the day of shipment or one day prior to shipment.

If for some reason your order is not 100% complete, a KEH representative will contact you to discuss your options.

Generally manufacturer’s Instant Rebates are already subtracted from the price of eligible products. On some occasions a manufacturer may offer conditional rebates that require the purchase of more than one product, in those instances we have to subtract the multi-product discount after all items are added to your cart. If a product is eligible for a Manufacturer mail-in rebate, we will ship a form with your merchandise. If you have any questions about obtaining a multi-product conditional rebate or you do not receive a rebate form for eligible products please contact a KEH customer service representative at 1-800-342-5534 or email [email protected] and we will be more than happy assist you.

Yes. If the price of the product you purchased changes within 21 days, KEH will refund you the difference. This only applies to product price changes. Prices affected by promotions are not eligible for a price match refund.

KEH also matches some competitor prices: more details.

Yes, Active Duty personnel, Veterans, Reserve/Guard, and Retired members of the United States Air Force, Army, Coast Guard, Marines, and Navy, plus their spouses and dependents, are eligible for a 5% discount on used equipment on top of KEH’s everyday low prices (excludes Leica brand and New & LN grades). First responders are also eligible. Please contact our Customer Care Team at 1-800-342-5534 or email [email protected] to redeem.

Free Ground Shipping: orders over $49 qualify for free ground shipping inside the contiguous United States, excludes shipping to Alaska and Hawaii.

Other Shipping Options: We also offer flexible shipping options at checkout for Second Day Air and Overnight. Expedited orders placed after 3:00 PM ET will ship out next business day (M-F).

International Shipping: KEH Camera ships internationally via FedEx's international economy service type. Prices generally start at $49.95 but vary depending on the destination and final weight of the gear. The best way to estimate the amount KEH collects for shipping is to use the shipping calculator during the checkout process on KEH.com.

Please note: the shipping amount KEH charges only covers the cost of shipping the item from the US to your country. You may be subject to separate import fees such as taxes or duties that are assessed after the shipment reaches your country. Import fees vary greatly from country to country, and in some cases may even prohibit the import of certain types of used equipment. Please check with your local government for a breakdown of import and duty costs prior to placing an order.

Any additional taxes, duties, or fees assessed for import are the responsibility of the customer, and are normally collected by the courier upon import into your country. If a package arrives and you find the import fees prohibitive, we can contact FedEx and request that the package be returned to the shipper, however a refund would be less shipping and any fees to return the package.

If you need further assistance our Sales Professionals can be reached at +1-800-DIAL-KEH or [email protected]

Return policy

At KEH, it is our goal to ensure your 100% satisfaction. If you are not satisfied with your purchase, you can return or exchange it to KEH within 21 days of delivery for a full refund.

Please contact Customer Service BEFORE returning an item to obtain the Return Merchandise Authorization (RMA) and return instructions.  This RMA is valid for seven (7) days. Sending merchandise in without an RMA may delay your return. Customer Service may be reached at (800) 342-5534 or [email protected] Monday to Friday 8:30AM – 7:00PM ET and Saturday 10AM – 4PM ET. International customers can call 770-333-4200 or email [email protected].

Returns and exchanges are subject to the following conditions:

  • Merchandise may be returned within 21 days of delivery for a full money-back refund, excluding any shipping charges. Items that qualified for free shipping will have our standard shipping rates deducted from the refund or credit.
  • NEW items must be in perfect, brand new condition and returned in manufacturer's original, undamaged box. All manufacturer's original packing materials, accessories and original unused warranty cards (and rebate forms if applicable) must also be included.
  • USED (Like New, Like New-, Excellent+, Excellent, Bargain, Ugly) items must be returned in the same condition as originally shipped.
  • Items that do not meet the above conditions may be subject to a minimum 15% restocking fee.
  • The following products cannot be returned:
    • As-Is items
    • Drones
    • Film and other photo-sensitized products
  • The return shipping cost is the responsibility of the customer and is non-refundable. Import/export taxes and fees associated with international orders are also the responsibility of the customer and non-refundable.
  • Defective or mis-shipped (incorrect item sold, item description inaccurate or title incorrect) returns will receive a pre-paid ground shipping label to return the item. Please contact us immediately, as return shipping charges will only be covered if we have been notified prior to the return.
  • Customers with a high return rate of working merchandise may be subject to incremental restocking fees or other further action.

We recommend that you use your own trackable and insured shipping method. Returns and exchanges must be returned pre-paid; we cannot accept C.O.D. deliveries. KEH is not responsible for lost returns.

Please call 1-800-342-5534 to request a Return Merchandise Authorization form (RMA). Please remember to place a copy of the RMA you receive during this process in the box with your item(s) you are returning. 

To return item(s) for a refund, please do the following:

  1. Enclose the original or a copy of the sales invoice with a detailed note describing the reason for return along with the item(s) being returned. Your return may be delayed without complete information.
  2. Carefully package the merchandise. KEH Camera will not be responsible for improperly packaged returns and the resulting damage.
  3. Please ship to the following address:
    KEH Returns
    5080 Highlands Parkway SE
    Suite B
    Smyrna, GA 30082

Returned items must be shipped prepaid to KEH Camera. We recommend dropping your equipment off directly in person at an authorized FedEx, UPS, or USPS location with insurance and tracking information. We are not responsible for lost or damaged items during return shipment.

New and used returned items that are not in the same condition as sold may incur a 15% restocking fee.

Yes a return authorization is required prior to returning any product.

Please contact a customer service representative via email at [email protected] or phone (800) 342-5534 BEFORE returning any item you purchase from KEH, so we may handle your return in the fastest, most efficient manner possible.

If possible, pack the equipment in the original packaging. If the original packaging is not available, then wrap each individual item in bubble wrap. Newspaper may be used if bubble wrap is not available. Be sure to wrap each item completely and secure with tape. The tape should never come in contact with the surface of the equipment as it may damage the finish.

Choose an appropriate size box for the items to be shipped. Too small may not allow room for ample padding. Too large may allow for items to bounce around. If you are reusing a box, remove any old labels to prevent shipping mix-ups.

Pad the box with a material such as bubble wrap or crumbled or shredded paper while keeping the equipment in the center of the box. The equipment should not come in contact with the box. Make sure enough packing material has been used allowing for no give at the top.

  • Keep a list of the items shipped and their serial numbers.
  • Enclose a copy of the invoice with the reason for your return on the back of the invoice.
  • If you are not returning the complete order please circle the items on the invoice being returned.
  • Label multiple boxes - 1 of 3, 2 of 3, 3 of 3 etc on the outside of each box.

We recommend dropping your equipment off directly in person at an authorized FedEx, UPS, or USPS location with insurance and tracking information.

Mail your package(s) to:

KEH, Inc.
Returns Department
5080 Highlands Parkway SE
Suite B
Smyrna, GA 30082
(800) 342-5534

Upon receipt of your returned merchandise, all equipment is thoroughly inspected and tested by our returns department. Normal refund processing time is typically 5 to 10 business days. This time includes our inspection process and the time it takes your bank to process our refund request.

Refunds will be made in the form of original payment.

If you have requested a refund for an item that was not damaged, defective or misidentified, the amount of the item(s) returned and respective sales tax (where applicable) will be refunded. We're sorry, but shipping and handling charges will not be refunded.

Experience the KEH difference

  • More Freedom

    Going beyond retail means delivering more opportunity, security, and flexibility for all.

  • More possibility

    When every dollar goes further, every exchange brings new ways to create and explore.

  • More Circularity

    Longer gear lifecycles serve more and cost less-for you and the environment.

  • More Community

    Every exchange supports the passions and professions of fellow camera lovers.

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