Frequently Asked Questions | The Giving Keys
Shopping Cart

Frequently Asked Questions

How soon will I receive my order?

We’re so glad you’re excited about your order. We do our best to process all orders for shipment within 72 hours of receiving them—with the exception of weekends and holiday rush times. The arrival date will depend on the ship method selected at checkout.

Do you ship internationally?

Yes, we ship worldwide for a flat rate of $16 (2-3 weeks arrival time) and $49 flat rate (6-10 business days arrival time).

Please be aware The Giving Keys has no control over how countries choose to levy customs fees, duties or other taxes on incoming goods. We cannot predict what the customs fees will be as we ship to over 50 countries worldwide and each country has its own set of individual policies. If you are not familiar with your country's importing policies and taxation practices, please check before ordering.

I have not received any emails about my order, was it placed?

Valid question! If you did not receive an Order Confirmation email shortly after placing your order, it is possible the order was not fully placed or that your email was entered incorrectly. Please reach out to Customer Service at help@thegivingkeys.com if you did not receive your Order Confirmation and we’ll make sure it gets straightened out.

My order is being returned to TGK, what do I do?

Undeliverable orders due to customer or address error will require re-shipment. The Giving Keys will happily cover the cost of the second attempt, only after the original order has returned to our HQ - we want to make sure you receive your order!

What is your return policy?

We accept refunds and exchanges on non-custom items up to 30 days from the date you receive the package. If your order is custom, please refer to our Custom policy below. If 30 days have passed since you received your package, unfortunately we can’t offer you a refund or exchange.

All returns must be approved by our Customer Service department prior to you making the return shipment as we offer different return solutions depending on the nature of the return. Please visit our Returns Portal to check eligibility for an Exchange or Return.

We encourage our customers to wear their story and share their story in their own words. However, custom engraved items are final sale, with the exception of being received in defective condition. Please contact Customer Service within 30 days of receiving your package.

When completing an exchange, your new item will be shipped after we receive the original purchase.

Does my key come with a chain?

Yes, all key jewelry items include a key with the chain of your choice.

Can I choose the color of my key?

We aim to please, and always do our best to match the color of the key to the color of the chain selected. If you have a preference regarding color you can make a request in the Order Note at checkout.

Do you include something in the order explaining what The Giving Keys is?

Yes, we have an insert card included with all jewelry explaining the mission of our company.

Can I pick a certain key?

Our keys are all repurposed keys and our inventory of styles always varies, however, if you would like to request a style in the Order Note at checkout we will do our best to fulfill your request depending on available inventory.

Can my necklace go in water?

As fun as that may be, we do not recommend letting your jewelry come in contact with any moisture as it may cause it to oxidize and change in quality. 

Does CUSTOM engraving make the shipping time longer?

Yes, it may take up to 24 hours longer for you to receive your order. Our engravers put lots of love and hard work in to your custom request.

May I request any word I want to be CUSTOM engraved?

We're unable to custom engrave anything that the Sales Department deems to be inappropriate, crude, or in conflict with our mission to spread love and inspire others.

Do you sell individual keys/chains?

Unfortunately, we are not set up to sell individual keys or chains by themselves. We only sell one key with one chain.

What percentage goes back to helping people experiencing homelessness?

We actually don't operate on a percentage basis. The Giving Keys is a For-Profit business with impact built into our business model. We work with organizations like Chrysalis to identify and employ people who would otherwise struggle to attain jobs due to their housing conditions and past criminal records. We believe transformation happens in community, and that happens here on a daily basis! 

Please reach out to Customer Service at help@thegivingkeys.com if you have any questions. 

When do I pay my key forward?

There is no particular timeline for this. We have found that often, in the moment, you just know when your key needs to be given away.

Where do I share my Pay It Forward story?

We love to read your stories. After you Pay It Forward, you can submit your stories here.

When will I see my Pay It Forward story on the site?

We try our best to read each story as they come in. You will receive an email notification once your story is on our site.

Please reach out to Customer Service at help@thegivingkeys.com if you have any questions. 

How do I become a retailer?

We love our retailers! You can contact wholesale@thegivingkeys.com for information on carrying our product.

How can our nonprofit partner with you?

Primarily, our non-profit partnerships are dedicated to our mission of ending homelessness in LA. We focus on employing those transitioning out of homelessness and supporting them as they set bigger and brighter goals for their future. If you have questions or want to learn more, reach out to Bentley, our Director of Community Impact and Culture: bentley[at]thegivingkeys.com.

I have keys I want to donate. Where should I send them?

Thank you for your interest in donating keys! Please fill out this form

Can we feature you in our magazine/blog?

Please e-mail press@thegivingkeys.com for press inquiries.

Please reach out to Customer Service at help@thegivingkeys.com if you have any questions.