Keys FAQ’s

Yes, There are two.

If you are a legal entity selling through a storefront or on your own online store, Click Here for a description and application (Please note that we do not permit Amazon resellers because we already have a sole source brand agreement with Amazon)

If you are an entrepreneur wishing to sell to friends at a local level, we have a Co-Opportunity Program that allows you to buy at a reduced cost.  If that is you, Click Here for more information

We offer free domestic shipping for orders over $75. These ship USPS Ground Advantage™. If you are international, it is actual USPS rates in both First Class and Priority. Our store calculates and previews the actual shipping rates based on the items in your cart at checkout. If you have items in the cart, there is a shipping preview button in the cart as well as at checkout.

One of our most common questions is about shipping costs and procedures. Here are the basics of how we work shipping your products at Keys. First and foremost:

• We do not markup shipping charges
• We do not charge for boxes or packing materials
• We do not have handling charges

Here is how it works: When you place your online order, it immediately goes into the queue in our fulfillment center. When Sam arrives at work, she has a list and starts picking and packing orders in the order they were received. She uses a barcode system where she scans each product and places them in a box. Each product is individually wrapped using a technology developed by Disney Imagineering called Geami. It is special expandable recycled paper dunnage. Liquids are individually plastic bagged using a biodegradable plastic zip bag. The package receives a packing slip and is closed with an old-school-style paper gum tape. Sam then weighs the finished box, and our online systems generate a label with postage. In the weighing process, our shipping software electronically contacts the USPS online postage rate system, and a shipping label is produced to match the exact weight of your package. This all happens in real-time in milliseconds. Sam affixes the shipping label and then scans the barcode, which identifies your package to our system and marks it as processed. Then she is on to the following order. The finished boxes are then stored, awaiting the USPS postal carrier to arrive. They usually arrive between 3 pm and 4 pm Pacific time. Our shipping system produces a single bar code called a scan sheet. The carrier scans the scan sheet bar code, which identifies all the shipments for that day. Instantly, our shipping system sends out an email to all customers who notice that their package was shipped, and a tracking number from the USPS is assigned. There is a link in the email to track your shipment until it arrives at your location. When the local postal carrier scans the package at your door, we instantly receive notification that the package was delivered, and our software then sends the final notice to your email that your package was delivered. That’s it. Everything is automated from the moment you order until you receive your package. We hope you can feel the care given to your order when you receive it.

If you have received a delivery notice and cannot find your package from Keys, please follow this procedure! Please note that this is a procedure created by the US Postal Service. All Keys packages are trackable by USPS.  We cannot act on your behalf!

1. Contact your local post office by using the missing mail link here.  https://www.usps.com/help/missing-mail.htm    Do this first and wait to hear from the USPS. This form will ask if you suspect theft based on history.
2. At the same time, check with neighbors to see if the package was accidentally delivered to another close address.
3. After these steps, contact Keys Customer Service at https://www.keyspure.com/ask-keys/ after you have heard from the post office and they confirm your package is lost. We will refund your purchase, permitting you to place another order to a secure mailing address.

 We cannot institute a tracking inquiry to the post office. If there is no resolution in 5 business days, we will issue you a refund for the goods and shipping charges. You are then free to place another order at a more secure address. 

No, we are an online-only eStore.  Phone and in-person ordering require a different merchant banking account that we do not have.  We are like Amazon and most others who accept online orders only.

My Orders are failing, and I can’t order? Keys uses a very sophisticated internet system that is very secure and efficient. Our GT Metric ranking is 98 out of 100. So, when there is an ordering problem, 98% of the time it is because of something else. So, here are a few things to check:

• Make sure to turn off any VPN’s
• Try a different browser.
• Make sure www.KeysPure.com is whitelisted on your router.
• Firewalls can be a problem if set too high a security level.
• Cable TV-based internet will throttle. So, one day you might be able to order, and the next may get zapped.
• Your billing address is different from what your credit card company has on file. It often takes them months to update changes. So try an old billing address if you have recently moved in the last six months.
• Your name has changed will also kick out an order if your credit card company is lagging on the update. Just like billing address
• You are trying to order from a country we do not serve.
• Your IP address has multiple fraud reports. Many cable internet providers use shared IP’s, and if there has been a fraud, it casts a shadow on that IP. If you can, try a different place or service to try to place the order.
• The internet is your area can be maxed out because of loads and traffic. Try a different time of day.
• You are trying to order using a cellular provider where tower loads are too busy.
• You are using a freebie email provider. We see problems with old Yahoo and AOL addresses being kicked by the US Merchant Banking System. This is sometimes true of Gmail accounts. We use Wells Fargo Merchant Banking which can be a bit restrictive.

Our systems are very similar to Amazon. The big difference is that they set their protection very loosely and absorb any fraud. Keys cannot afford to do this as a small company. So it is feasible that you can order on Amazon and not Keys. Sorry for that, but we have to protect ourselves. If all fails, please be advised that we cannot take phone orders because of the merchant banking account we use. So, reach out to our customer service through this ticket system, and we will try to help. Lastly, our close partner, www.smallflower.com sells on Amazon. They are our only authorized reseller on Amazon.com

Keys Returns and Refunds Policy (Post Covid-19)

Thank you for shopping at Keys. If you are not entirely satisfied with your purchase, we’re here to help. Our products can be returned within 30 days of the original purchase of the product. A new product may be exchanged for another product or returned for a store credit. Before you return a product, please make sure that:

• The product was purchased in the last 30 days
• The product is in its original packaging
• You obtained a Return Merchandise Number (RMN) from us

To obtain a Return Merchandise Number (RMN), contact us:

• By visiting this page by using the form above.
• You will be given an address to send the package along with the RMA instructions.

  Returns Returns Purchased from Sellers, Stores, Resellers et al Resellers who purchase Keys products do so to resell products to consumers. This purchasing action pushes the ownership and returns policies to that reseller, and Orion nor its subsidiaries hold any responsibility. Returns of products purchased from resellers stores, websites et al. must be returned to the place where they were originally purchased for credit or refund. Each US State has specific laws governing returns, and you should check the laws of your State or the reseller’s State before making a return attempt to that reseller. Any dispute you have regarding Keys products purchased from a reseller must be resolved with that reseller. Orion/Keys will not accept returns for credit or refund from consumers who purchased products from any reseller that purchased goods and take possession of products from Keys/Orion. Return Policy for Incorrectly Fulfilled Orders Keys must be notified via email to ostore@keys-soap.com within ten (10) calendar days ARO (After Receipt of Order) to refund (credit) and amend the original order. Keys will issue an RMA (return merchandise authorization), for unused and unopened products and modify the order. Keys will pay for the return shipping for errors we make only. Return Policy for Incorrectly Ordered Products. If an order is placed online by the customer and was incorrectly ordered, Keys must be notified via email to ostore@keys-soap.com within ten (10) calendar days ARO (After Receipt of Order) to refund and amend the original order. Keys will issue an RMA (return merchandise authorization), a refund (credit) minus a 15% restocking fee for the items, and modify the order. The customer is responsible for returning the items at their expense. Items must be unopened for a return to be authorized. Returns will be issued a store credit for future use. No cash refunds are issued. Return Policy for Unsatisfactory Products. Keys products are produced from natural ingredients that will have different scent levels based on seasonality. Further, Keys does not use contra-chemicals to minimize or unscent any products. We encourage you to purchase sample sachets if you are uncertain of how a product smells or performs. Should you not like a product for any reason, Keys will issue a store credit within the first 30 days ARO (After Receipt of Order). There are no cash refunds. A product purchased beyond 30 days will not be accepted for return, nor will a refund or credit be issued. Please contact ostore@keys-soap.com to request a store credit and RMA (return merchandise authorization) Credit/Refunds All credits must be used within 90 days of issuance. Credits beyond 90 days are forfeited.

Contact us

If you have any questions about our Returns and Refunds Policy, please contact us by going to Ask Us in the information tab of the website.

I forgot to order something.  Can I add to my order? No, because our order system does not retain credit card information for your security.  We do have the feature to store your credit card information at our merchant bank, but the order origin must be originated by your login.  If it is early enough, we can cancel your order and you can reorder what you need.  Tory, in our shipping department, is pretty fast, so you need to act quickly.

Do you sell on Amazon.com Yes, through our partner Smallflower.com. Smallflower is our strategic partner owned by Merz Apothecary. Merz is a 135-year-old company that also markets under the SmallFlower name on Amazon and other websites. You can be confident that products sold by SmallFlower.com are original and fresh. Buy with confidence on Amazon through SmallFlower.com.  Prime Members can take advantage of free shipping where applicable.

We receive the question, "Do you have stores that sell your products in Canada?" The answer is, unfortunately, NO! The reason is both simple and complex. We used to have stores selling Keys across Canada. Canada requires local distribution and the Canadian government pretty much shut down boutique distributors for no known reason. So, our distributor was shut down. Attempts for us to reopen stores in Canada have all failed due to intense regulations and roadblocks. It seems like Canada does not want small US brands. Frankly, we are too small for the big Canadian distributors to get their attention. The small glimmer has been that we instituted a 10% discount on our products so that Canadian customers can buy online and receive a 10% discount on their order amount, which helps to defer the extra shipping cost from the US to Canada. This is not a 10% discount on shipping but on the order value. So, when you can buy more, it does average down the shipping costs. We will continue to look for a distributor, but it is getting harder between the roadblocks and border closures due to Covid. We are sorry. Lastly, some of our products are on Amazon Canada, but not all.  The 10% discount is for the Keys website and not Amazon Canada.

The United Kingdom (UK) enacted a new law during their Brexit project requiring that vendors shipping into the UK collect VAT (Tax) upfront and pay in quarterly tranches. They require vendors like Keys to get a license via an application process. Reluctantly, we applied and were told we were too small for this sort of license. Equally, there are no provisions for us to ship directly. Some of our UK customers have told us that they use MyUS as a service. https://www.myus.com This is a system to ship to a US address and then be forwarded to many companies. We have no details or recommendations about MyUS. Admittedly, we are a bit frustrated with this situation which seems to have no viable answer, nor does the UK care.

What are the differences between Keys® Nextra NeoRetinol and Nextra Body? Purpose: Nextra NeoRetinol is designed for facial anti-aging, while Nextra Body is formulated for overall body skin health and hydration Active Ingredients: Both products contain Keys Element 6™, but Nextra NeoRetinol has a higher concentration specifically tailored for the face. Nextra Body includes additional moisturizing ingredients like Hyuralonic acid and Betulinic acid from Keys® Miras extract.

Can I use Nextra NeoRetinol on my body and Nextra Body on my face?

• While you could use them interchangeably, it's best to use each product as intended for optimal results: Nextra NeoRetinol has a potent anti-aging formula for delicate facial skin. Using it on the body may be less effective and more expensive than using Nextra Body.
• Nextra Body is a richer, more emollient formula that may feel too heavy for facial use.

What results can I expect from each product?

• Nextra NeoRetinol: Reduces fine lines and wrinkles, evens skin tone, enhances texture, and promotes a brighter, more youthful complexion.
• Nextra Body: Deeply hydrates, softens, and improves overall skin health for the body. Helps diminish the appearance of uneven skin tone, rough patches, and crepey skin.

How do I incorporate these products into my skincare routine?

• Nextra NeoRetinol: Apply to clean, dry face morning and night. Follow with a moisturizer if needed.
• Nextra Body: Apply liberally to clean, dry skin all over the body, focusing on dry or rough areas. Use daily for best results.

Both Nextra NeoRetinol and Nextra Body offer unique benefits tailored to specific skincare needs. Incorporating both into your routine can provide comprehensive anti-aging and hydration for your face and body.

"If They Can Moisturize, We Can Harmonize!"

Q:Why are celebrities getting into the skincare business?

A: Because apparently, being a multi-millionaire and world-famous isn't enough. They need to dominate your bathroom cabinet too!

Q:Why are we getting into the music business?

A: Well, if celebrities can pivot to skincare, we figure we can pivot to music. It's only fair!

Read the full story Here  or click on the album cover below and listen to our first single, Skin Bandits."

No, Keys® does not make Alicia Keys Soulcare products. There is no affiliation between Keys® and Alicia Keys other than we are not happy about the confusion she has caused for some of you. The United States Patent and Trademark Office issued Keys® this registered trademark in 2006 (USPTO registration #3176089). That is what that little "®" means when you see it next to a logo or name. It is like a patent but with no expiration date. Since then, we have renewed the mark diligently, and it now belongs to us in perpetuity, or so we thought. Said, over the years, we have had situations where people accidentally used our mark, and we had to ask them to stop politely. They were small companies that made a mistake. In the case of Alicia Keys company, they applied for and were denied the mark "Keys" in our business sector. We assume that is why their new application is for Keys Soulcare was filed. We have registered a letter of complaint with the USPTO, and they accepted it. Unfortunately, that acceptance does not mean much in the bigger scheme of things for our little company. Today, it is often difficult to find out or even complain to more prominent companies owned by celebrities. They are like giant amoeba with jello-like structures. Corporations with only letters for a name and even more allusive addresses. Our USPTO attornies tell us that it will cost $100,000.00 to serve them a grievance and a minimum of $1 million to sue. We have contacted Ms. Keys attorney, who predictably was met with rhetoric and attorney doublespeak. They know the game. The system is broken when it creates a way to protect small entrepreneurs and inventors but no way to defend them against violators. So, we are sorry for the confusion this has caused. Again we have no relationship with Alicia Keys or her Keys Soulcare products. You should check in with them to see if they care and where their products are made and designed. Sorry to bring this up now, but it has caused some confusion with some of our customers. The law requires that we defend our trademark, but when it comes to someone having a complaint about a reaction to find that another brand that caused it is also cause for us to clarify who has what. We are American-made, American-designed small products for all skin types and color. We are not race-specific and not made in China. Keys is dedicated to solving skin problems and making people feel and look good naturally. Thanks for your past loyalty and support. Knowing better is doing better. Onward!

I see articles daily in all the glamor and natural publications that often start with the headline, "The Top Ten Dermatologist Recommended Wrinkle Creams," or "I'm A Dermatologist, and I use ___________ For My Daily Skin Regimen." So naturally, I get the question, "Why is Keys® not mentioned in these articles? The reason is simple, they are clickbait fake, or they are paid for. Weekly, I get emails from salespeople offering a placement for products in magazines like People, Vogue, etc., from agencies specializing in placing products into highly read internet and other publication news services. The price tag? $5,000.00-$10,000.00 per placement. So the simple answer is we just don't do that. We prefer to give our customers highly effective products at fair prices.

Wendy Steele, Keys® CEO had to make a hard decision because of the new sunscreen administrative regulations buried in the Biden CARES Act. You can read the why on our blog, but what people are asking is "What will Wendy use now instead of Solar Rx?" That answer is simple. Luminos Plus. LUMINOS PLUS is everything Solar Rx was, from a formulation perspective, but even better.

One of the significant questions we get about Luminos Plus is, "How much zinc oxide is in it." The Biden CARES Act sunscreen provisions caused us to exit the sunscreen business because of manufacturing restrictions, certification fees, and inspections. Unfortunately, we cannot say how much zinc oxide is in Luminos PLUS because the FDA could construe that it is a claim as a sunscreen. We can say that the formula for Luminos PLUS is very similar to Solar RX and with improvements. To simplify, Solar Rx formulation was frozen in 2004 because of the need to recertify changes for the FDA. Since then, we have learned a lot and implemented those changes in Luminos PLUS to feel lighter and have higher levels of moisturizing. All said we make no claims about Luminos PLUS being a sunscreen, nor can we without significant fees, testing, certifications, and inspections from the FDA.

Are Keys Products Made in America? YES! A few years back, a disabled American soldier wrote the book Buy American. Alex Nelson said it was our duty to buy American to preserve our manufacturing place in the world. Today more than ever it is even more prescient and meaningful because all those toys, electronics, and skincare made in China are just not going to be available. Do Your Holiday Shopping Now The logistical and power nightmares in China are just the tip of the iceberg. Problems with the supply chain are jammed packing railyards and ports. Made in America and shipped by the USPS, UPS or FedEX will be your only solution. Keys products are designed and made in America. Many products, especially those from celebrity brands, are made in China. They are disappearing from Amazon and the shelves of big box stores like Wal Mart because those places cannot get the products. After all, they cannot be made in China because of power grid problems or are backed up in ports waiting to get out of China. Supply chain failures further complicate the situation in the US in both railyards and ports. So Buy American!

Yes and No! We developed our AvoJel for the NASA astronaut, Scott Kelley, who was going to be on the International Space Station for a year stay. He was having skin issues, and Keys invented AvoJel out of avocado oil instead of petroleum jelly. Petroleum jelly can be a fire and explosion hazard in space, so we conjured a way to jelly avocado oil. Keys complete line of Alternative Naturals is based on AvoJel. Unfortunately, one mission that AvoJel was included in was continually scrubbed and one mission failed. AvoJel and Urban Shield have been on missions and successfully used, but without the notoriety of the human on the station for the longest time. These missions were not for NASA.

Keys has been involved with numerous movies, TV shows, and events such as the Oscars over the years. We have also participated in Broadway performances and concert events with our product line. Our affiliations began with the Environmental Media Association, which is Hollywood's equivalent of the Environmental Working Group (EWG).

Over 15 years ago, we introduced Keys Eye Butter to 300 Hollywood makeup artists, which has led to the development of new products and exciting adventures. Luminos was specifically invented for the TV show "Ghost Whisperer," and we served as the green product line featured on the actors in the TV hit "Weeds" for three seasons. We have been present on the red carpet at the Oscars multiple times, always prioritizing eco-friendly and clean products.

Additionally, we have been featured in the celebrity gift bags at Maria Shriver's California Women's Conference for three consecutive years. While there are many movies and TV shows we can't specifically mention, actors and makeup artists consistently choose our products due to their integrity and the purity of our ingredients. Ultimately, we strive to be a company that caters to everyone.