Shipping & Returns

Return Policy

Hillman Customers

Since you are billed by Hillman for all orders, any order cancelations and returns must be initiated with Hillman Support at (844) 874-7908. This same number can be found on the support page or on the bottom of your SmartBox. Orders cannot be cancelled, changed or modified once placed. 

For All Other Customers

All return shipments require an RMA (Return Material Authorization) number in order to be received by Durakey.  To request an RMA number, email, or call 844-849-4900 select Option 1. 

  • An RMA number must be obtained before initiating any return.

  • RMAs are valid for 30 days from the date of issue.

  • The RMA number should be marked on the outside of the package or the packing slip.

  • Customer must provide proof of purchase directly from Durakey in order to receive credit. 

  • All returned merchandise must be in new and unused condition.

Any return shipment arriving without an RMA will be refused and returned to the customer at the customer’s expense.  Please note that an RMA number does not guarantee final disposition and all returns are subject to final inspection.   

Durakey Restocking Fees

A restocking fee will be applied to all returned merchandise.  Restocking fees are applied according to the following schedule:

  • 0% restocking fee - Any merchandise that is deemed defective by Durakey Technical Support.

  • 15% restocking fee - Any ‘stock’ merchandise returned in new and unused condition

  • 50% restocking fee - Any mis-cut key or special order items 

  • 100% restocking fee - Any damaged or non-salvageable merchandise is not eligible for credit.

Items that are damaged, unsanitary, dented, scratched, or missing major contents may be denied credit


Shipping is handled through UPS and all dropship orders start from our warehouse in Chicago, IL. You can expect standard shipping times of 3-5 business days. A tracking number is attached every order invoice once the package is marked as shipped. These invoices will be sent to the email on your account.