FAQ

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. Subject to an eligibility check. Payment options through Affirm are provided by these lending partners: affirm.com/lenders. 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.

Please visit our Shopping Terms & Conditions page.

Yes, KEH is a Sony Authorized Dealer. Please call our Customer Care Team at 1-800-342-5534 to consult or order New Sony gear.

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.

Yes, sign-up here!

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]

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
• Returns cannot be accepted if gear has been tampered with by any 3rd party other than KEH’s repair team.
• 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 A
   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:

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.