Customer Service FAQs

How do I place an order?

• Order online
All items may be purchased online through our easy and convenient ordering process. Simply highlight over the products tab and select the product you wish to order. An Add to Cart button is located on each product page along with a quantity box. Simply select any applicable options, add the item to your cart and follow the steps through the check out process. Please be sure to list an email address you check frequently. If there are any questions regarding your order, Kinesis sales will contact you through email.

Note: Please be sure you enter your complete shipping address correctly. If you are shipping to a place of business, make sure to list the name of the company and building/suite number. Residential orders must always list apartment numbers if applicable. An incomplete shipping address will cause a delay in your delivery and may result in additional fees.

Online purchases for United States only. Our online store only supports purchases that are shipped to and billed to an US address. For international purchases please visit our International Reseller Page or Contact us directly.

• Inquiring or Ordering By Phone
(800) 454-6374 (US Only) or (425) 402-8100. Press “1” for Sales.
Our business hours are Monday- Friday from 8:00am to 5:00pm Pacific Time (Seattle, Washington). You may leave a voice mail message at any time if you can’t reach a sales person. We will call you back quickly. Note for customers outside North America: If you call, please include in your message an email address and/or fax number. We are not able to call you back by voice phone.

• Ordering by Fax: (425) 402-8181.
Please include your phone number, email address, billing and shipping address as well as the part numbers you wish to order. Your payment information will also need to be listed within your fax (credit card or purchase order; see below).

• Inquiring or Ordering by Email:
Please keep in mind that our email link is not intended for secure transactions, so we don’t recommend providing complete credit card information by email. The best option is to explain what you want to purchase by email sales@kinesis.com and call or fax your credit card information. In your email, please make sure to include your complete billing and shipping address as well as your phone number and desired method of shipment.

Must I create an account prior to placing my order online?

No, you are not required to set-up an account prior to placing your order. It is recommended that you do set-up an account so your information is retained for future orders. Setting up an account will also allow you to track the status of your online order.

If you do not wish to set-up an account, please click on “I want to checkout as a guest” and follow the steps through the checkout process. Please note you will not be able to use the order status area of our web site for details about your order unless you create an account.

I have an account and forgot my password, may it be reset?

Yes, to reset your password click on the following link: Recover Password

What payment options are available?

For online orders and payments via credit card, we accept Visa, MasterCard, and American Express.

If a credit card payment is not possible, we accept purchase orders within the US (payment net 30) from major corporations and institutions. If you wish to place a purchase order, contact Kinesis Sales by email sales@kinesis.com to discuss what credit information will be required.

Kinesis does not accept personal checks. If you are a company, organization, or Educational Institution you may mail a check in advance or request Check on Delivery (COD )payment terms – Company COD’s only, we do not accept COD’s from individuals (COD requires an additional charge levied by the carrier). You should contact Kinesis Sales sales@kinesis.com to discuss these options or other special payment requirements.

For International orders, payment via Wire Transfer is available. There is a $30 fee associated with this option. Please contact Kinesis Sales sales@kinesis.com for more information.

What are my shipping options for an order within the US?

You will have the option to select your method of shipment at the time you place your online order. If you are placing your order through email or via fax, please list one of the shipping methods described below on your order.

Kinesis ships via UPS and within the US you will have a choice of Ground, 2nd Day, or Next Day service. Your order will leave Kinesis within two business days of receipt, via the method of shipping you select.

Shipping/handling is quoted at the time of order and depends on your location and the size of your order. However, approximate charges for a single keyboard are: ground $11, second day $20, and next day $45.

What are my shipping options for an International order?

For all overseas orders, Kinesis ships via UPS Expedited or Express. For orders to Canada, Kinesis ships via UPS Ground, Expedited, or Express. Each order must be quoted individually. To request a quote please email sales@kinesis.com. Please include the product and quantity with your complete shipping address, including your postal code.

Shipping terms are EX Works Kinesis. Recipient is responsible for all duties, customs, and any other fees charged by their respective country in association with the shipment of the product. If recipient refuses shipment, a credit will be issued less the cost of the shipping & handling fees (including return shipping) plus any fees charged to Kinesis as mentioned above. For Canadian orders shipped ground, recipient will be charged (by UPS) a brokerage fee of at least $US35.00 in addition to any other fees referenced above.

When will my order ship and how long will it take to arrive?

If product is available, it normally ships within two business days (Monday-Friday) after receiving your order. If for any reason this is not possible, you will receive an email alerting you to the scheduled ship date of your order. Kinesis does not typically process orders the same day they are received. Occasionally, we may be able to honor a special request within the US if it is a business day before 10 AM Pacific Time. You must call Kinesis Sales (800-454-6374 and press 1 for sales) for availability.

Arrival time depends on the method of shipping you select when you place your order.

  • UPS Ground allow 4-8 Business days (Monday-Friday) for delivery
  • UPS 2nd Day allow 2-4 business days (Monday-Friday) for delivery
  • UPS Next Day allow 1-3 business days (Monday-Friday) for delivery
How will I know when my order has shipped?

The day your order ships, you will receive an Invoice from Kinesis Sales. Separately, you will also receive a tracking number directly from UPS. Please be sure to use an email address you use frequently so you do not miss important information about the status of your order. If you do not see this information within 2 business days of placing your order, please check your spam filter. If you are still unable to locate the Invoice or tracking number, you may email sales@kinesis.com. Be sure to include your order number.

My order has already shipped, am I able to change the address?

Contact Kinesis sales@kinesis.com as soon as you notice a problem with your shipping address. You will need to list your Invoice number and the changes you wish to make. Please note, UPS charges a fee for an address correction which is currently $12. Additional shipping charges may also be imposed by UPS if the address correction affects the city or state. You will be responsible for all fees related to change of address once your order has shipped.

Does Kinesis have US and International Resellers?

Kinesis has a network of resellers throughout the world. Please note all purchases through a reseller are subject to their terms and conditions. If you have questions about Reseller return policies and order processing, please make sure to address these prior to placing your order.

To see list of all US Resellers please click here.

For International customers, we STRONGLY urge you purchase through a Reseller in your country. US Resellers are not permitted to sell internationally. International orders placed directly with Kinesis are subject to brokerage fees, duties, taxes, and/or tariffs which will be assessed by the shipper and your local customs office once the package reaches your country. It is much more cost effective to place your order through one of our International Resellers.

To see a list of all International Resellers please click here.

How can I check my order status or order history?

You must have created an account prior to placing your order to use this feature. Click here to log-in to your account using your unique username and password. Locate your order number under order history and select this for additional information.

If you did not create an account, you may email sales@kinesis.com for specific order related questions. Please be sure to include your order number.

What type of warranty is offered with my purchase?

Kinesis Advantage2 keyboads are sold with a three year limited warranty. All other products manufactured by Kinesis are sold with a two year limited warranty.

All Kinesis non-manufactured products are sold with a one year Kinesis warranty unless otherwise noted in writing. In some cases (noted on the product’s individual web page) the original manufacturer may offer a significantly longer warranty.

What is your return policy?

We want you to be completely satisfied with your purchase. If for any reason you are not, products purchased directly from Kinesis qualify for our 60 day money-back guarantee, from the date of Invoice, excluding shipping/handling charges. Waterproof foot pedals, Advantage2 Signature Series, special order items and items listed under our Deals category are non-returnable. If you wish to return a product for a refund, you must obtain a Return Merchandise Authorization (RMA) number through Kinesis Sales sales@kinesis.com Note: Return of 5 or more items from the same order will result in a 15% restocking fee.

How do I return an item?

Please contact Kinesis Sales with the model and serial number (if applicable) of the item you purchased as well as the Invoice number and date of Invoice. Please email sales@kinesis.com to obtain a RMA number and shipping instructions. Note: To qualify for these terms, you must have purchased directly from Kinesis Corporation and must arrange for and pay the cost of insured, return shipping.

We encourage and support our resellers in providing similar terms. However, if you purchase from a reseller it is your responsibility to confirm their return policy and you must deal directly with the reseller when arranging for a return.