Shop From Us - FAQs
What payment choices do you accept?
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.
Checks, Cashier's Checks, Money Orders, and Wire Transfer. Please call us at (770) 333-4200 for assistance.
When will my credit card be charged?
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.
How do I obtain my rebate form?
Manufacturer rebate forms are shipped with your merchandise. If for some reason you do not receive a rebate form please contact a KEH customer service representative at (770) 333-4200 or email email@example.com and we will be more than happy to mail you one at our expense. When calling or emailing please have your order number available.
Do your prices reflect manufacturer rebates?
No our prices do not reflect manufacturer rebates. Please click on the rebate button to see the amount of and criteria for the manufacturer rebates.
Does KEH offer a price match guarantee?
Yes. If the price of the product you purchased changes within 14 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.
Sell To Us - FAQs
How To Sell
To sell your equipment by phone, call (800) 342-5534 and our courteous purchasing staff will be happy to assist you with selling your equipment. The Purchasing Department is available by phone Monday through Friday from 8:30 a.m. - 9:00 p.m., and on Saturday from 10:00 a.m. - 4:00 p.m. Eastern Time.
To sell online, please click HERE and you will be taken to our online quote wizard. Our automated Quote Wizard is available 24/7.
To sell your equipment via email, please submit all requests to firstname.lastname@example.org. 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 24 hours (Monday through Friday) for a response.
Equipment Drop Off
KEH does not maintain a retail showroom. However, Atlanta customers may drop off the equipment they wish to sell at our Smyrna office. No appointment necessary. Simply fill out the Used Equipment Form listed HERE, and bring it in with your equipment.
Drop off hours are Monday through Friday from 9:00 a.m.-5:00 p.m. Eastern Time. Please call for current turn around times (800)342-5534. We will contact you with our offer. Upon approval, we will mail you a check.
If you are unable to drop off your equipment at our office, please visit our Quote Wizard and submit a quote online via the automated quote. You may also sell your equipment by phone at (800) 342-5534 or by email by submitting a request to email@example.com. Due to the volume or emails received, please allow 24 hours (Monday through Friday) for a response.
Please note that all quotes are subject to inspection.
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 (800) 342-5534, or submit a request by email to firstname.lastname@example.org 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@example.com or call (800) 342-5534 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.
How To Trade
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 equipment, all items are thoroughly inspected by our purchasing staff. Please allow up to 10 to 15 business days (Monday through Friday) for a KEH buyer to contact you regarding your quote. 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 (800) 342-5534, or by email at firstname.lastname@example.org. 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.
Shipping Your Gear
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 the 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 (800) 342-5534 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. 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 appropriate size box for the items and be sure to pad the box with materials such as bubble wrap, packing peanuts or packing paper. KEH Camera will not be responsible for improperly packaged items and the resulting damage.
3. Please ship to the following address:KEH Camera
Attn: Purchasing Department
4900 Highlands Parkway
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. All packages must be shipped prepaid. KEH will not accept packages shipped COD.
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.
What is the return policy for KEH?
Effective Feb 18, 2016
At KEH it’s our goal to ensure your 100% satisfaction. If you are not satisfied with your purchase, you can return or exchange it to KEH within 14 days of delivery for a full refund. Drones are excluded from 14-day return policy.
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 a RMA may delay your return. Customer Service may be reached via telephone at (800) 342-5534 or via email at email@example.com. International customers can call (770) 333-4200 or email firstname.lastname@example.org.
Returns and exchanges are allowed within 14 days of delivery and are subject to the following conditions:
- Merchandise may be returned within 14 days of purchase for a full money back refund, excluding any shipping charges.
- Purchased items that qualified for free shipping that are being returned will have our standard shipping rates deducted from the refund or credit. The return shipping cost is non-refundable.
- If an item is defective upon receipt, please contact us immediately. Return shipping charges will only be covered if we have been notified prior to the return.
- All used items over $2000.00 are subject to a 20% restocking fee.
- Drones are excluded from 14-day return policy.
- 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 and in perfect condition.
- USED items must be in the same condition as originally shipped. Items that have incurred impact, water or sand damage will not be accepted.
- Due to the perishable nature of film and other photo sensitized products, we cannot accept returns on these items.
- AS-IS items are not returnable.
- Defective or mis-shipped (incorrect item sold, item description inaccurate or title incorrect) returns will receive a prepaid ground shipping label to return the item.
- If the customer is returning an item because they changed their mind, the customer will be responsible for the shipment of the item back to KEH.
- If a customer is exchanging an item we will ship the exchange back via Fedex Ground at no charge to the customer.
- If an item is being exchanged due to an internal error, we will send the item back via the same shipping method the customer originally chose.
- If the customer changes their mind about their purchase, the item will be exchanged using Fedex Ground shipping. The customer may pay the difference for upgraded shipping.
- Returned items that do not meet the above conditions will be subject to a minimum 20% restocking fee.
- Returned items received after 14 days and up to 30 days will be subject to a minimum 20% restocking fee.
- Exchanged items will be shipped via Fedex Ground shipping.
- Exchanged items will be shipped to the same shipping address where the original order was shipped.
- Customers may pay for upgraded shipping once the exchange is ready.
- Items received after 30 days will be quoted for purchase.
- Customers with a high return rate of working merchandise may be subject to incremental restocking fees or other further action.
- Returned items must be shipped prepaid to KEH Returns.
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 note: shipping and handling charges and return mail charges are not refundable.
How do I return my product?
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:
- 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.
- Carefully package the merchandise. KEH Camera will not be responsible for improperly packaged returns and the resulting damage.
- Please ship to the following address:
4900 Highlands Parkway
Smyrna, GA 30082
Returned items must be shipped prepaid to KEH Camera. We are not responsible for lost or damaged items during return shipment.
New and used returned items that are outside the return period, or are not in the same condition as sold, may incur a 20% restocking fee.
Do I need a return authorization?
Yes a return authorization is required prior to returning any product.
Please contact a customer service representative via email at email@example.com 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.
How should I pack and ship my return?
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, packing peanuts, 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 shipping your equipment via UPS or FedEx so it may be tracked and insured.
Mail your package(s) to:
4900 Highlands Parkway SE
Smyrna, GA 30082
When will my credit appear on my account?
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.
Where do I ship my equipment?
4900 Highlands Parkway SE
Smyrna, GA 30082
How should I ship my equipment?
As the customer you are responsible for the cost of shipping the equipment to KEH Camera Repair. We recommend that you ship the equipment via an insured shipping method that provides tracking. Most customers use FedEx, UPS or USPS.
Will I need an estimate?
With our new flat rate system you no longer need to wait on an estimate. Only in rare cases we will have to re-estimate the repair cost.
How long does it take for a repair?
Once we have your approval the repair time is normally 2-3 weeks. Some simple repairs may take less time. Repair time may be longer if parts need to be ordered. Our technicians work on equipment based on a first in first out basis.
What forms of payment are accepted?
KEH Camera Repair accepts all major credit cards Visa, Master Card, Discover & American Express. In addition to credit cards we also accept Pay Pal payments. Checks and money orders are accepted but may delay shipping time.
When do I pay for the repair?
Your credit card will be charged after the repair is completed. However, payment method is required prior to the item being repaired. Because of this, Pay Pal payment must be made before the repair is started.
How will my equipment be shipped back to me?
On the repair form, you choose your ship back option as follows:
FedEx Ground, FedEx 2Day, FedEx Next Day
Local customers who pick up their items will not be charged the shipping cost. If a repair is refused, the customer is charged a $12 shipping and handling fee.
What is the warranty on my repair?
KEH Camera Repair has a 6-month warranty period. Repairs are warranted for the time period starting with the date the repair was completed. The warranty covers labor and parts replaced during the initial repair. If the unit malfunctions and requires additional parts, there will be a charge for only the parts required. No other warranty expressed or implied shall be applicable to the repair nor are we responsible for any loss, time or expense incurred. Due to the complex nature of the equipment, defects, which seem identical, can be caused by any one of many parts or circuits. We cannot assume responsibility for any portion of your equipment on which service has not been preformed.
If your item need to be sent out to the manufacturer or another vendor the KEH Camera Repair warranty is void and the outside vendors warranty applies.
Non-warranty repairs. This is for items that have a minimal repair charge. These are normally repaired where the technician does not have to take the item apart to complete the repair.
What if you are unable to repair my equipment?
If for some reason, either due to parts no longer being available or that we cannot complete the repair, we will contact you to have your equipment returned.