Frequently Asked Questions
General Topic
If you are in the area, please visit our store! We would love to help you find the resources you are looking for. We are located at:
10A Fast Industrial Building 658 Castle Peak Road, Lai Chi Kok, Kowloon, Hong Kong
Hours of operation
Monday: 0900 – 1800 (GMT+8)
Tuesday: 0900 – 1800 (GMT+8)
Wednesday: 0900 – 1800 (GMT+8)
Thursday: 0900 – 1800 (GMT+8)
Friday: 0900 – 1800 (GMT+8)
Hours are subject to change during conferences and events. The store will be open before and during all conference/event sessions.
We offer free local pickup at Zebulun Apostolic Centre. When you reach the checkout page on our website, select the local pickup option. Items will be available prior appointment for pickup. Leave us a note and our staff will contact you.
Orders need to be picked up within 30 days of the purchase date. If the order has not been picked up within that timeframe, the order will be canceled and your card refunded except for a HKD$10.00 processing fee.
Has a product from our store impacted you in some way? How so? We would love to hear about your breakthrough and share it with our community. Have you been healed, received a miracle, personal breakthrough, or experienced an encounter? Please email us at shop@key2eternity.com and put “Testimony” in the subject line. For protection purposes, we will not give out your personal information if we use your testimony.
Shipping
Depending on when your purchase was ordered, your items will ship within 1-2 business days from order. For example, if you place an order on Friday, your items will ship the following Monday or Tuesday. Once your package ships, you will be emailed the tracking information.
Generally, domestic orders will be delivered within 3-7 business days and international orders within 1-4 weeks. Please note that delays can be experienced due to customs and/or other variables and are beyond our control and influence.
International shipping rates will differ from country to country. Key to Eternity store works diligently to provide our international customers with the best options available for shipping. Shipping is calculated by weight, shipping destination, and packaging costs.
Some International shipping may take longer than usual as the border checking process varies from country to country. There may be delays caused by customs to ensure that your package is safe for delivery. If your order has not arrived within the estimated time given, it may also be held for you at your local post office.
Although we deliver to most countries, customers outside of Hong Kong may be required to pay import custom duties / taxes. These import custom duties are set at the port of entry by a customs officer, and differ from country to country. Import custom duties / taxes are in addition to shipping costs paid to the Key to Eternity store to cover shipping and handling. Import custom duties / taxes are the responsibility of the customer.
As soon as your package ships, you will be notified with your tracking information. If more than two business days have passed and you still haven’t received your tracking information, please reach out to us by email shop@key2eternity.com
In the event that your item is backordered, we will email you with an estimated time of arrival. If your purchase includes other items that are not on backorder, we will hold the full order until the backordered item becomes available at which point the whole order will ship.
If your item arrives damaged or there is a missing item, please contact our customer service team at shop@key2eternity.com. If you feel you have received a defective product, please reach out to us and we will be happy to assist you with this. We will need confirmation of purchase and evidence of the defect. If we deem an item defective, we will mail a new product to you at no additional cost.
Unfortunately we cannot replace any items that are lost or damaged.
Key to Eternity Store is not responsible for the delivery of orders if the delivery address supplied has been entered incorrectly or is an incomplete address. You can contact the Postal Service to redirect your package or wait for the package to be returned to us. Additional shipping costs for orders that are re-shipped may apply.
Digital Downloads
Once you purchase a digital download, it will be available to download from our server for 90 days. After this period of time, you will no longer have access to the files. It is your responsibility to download the files onto your personal device within the given timeframe. Key to Eternity is not responsible for lost or deleted downloads. If you have any issues downloading or accessing your digital goods, please email shop@key2eternity.com
Downloads are nonrefundable. If you have purchased both the hardcopy and the digital download of a product, you are eligible for a refund if you return the hardcopy to us. If you experience an issue with your download link, we will supply you with a working link as soon as possible.
Once your order is placed, you will receive an email containing the download link. Follow the link to access your files. You will have 5 attempts and 90 days to retrieve your files before you no longer have access to them. If, for whatever reason, you need your download attempts reset or if you have further questions, you can contact us at shop@key2eternity.com
Digital copies and physical products are two different items within our inventory. We are unable to provide you with the download content for free. If you would like the download content, you will need to make a separate purchase.
We understand that you may want to produce several copies for your small group or ministry team. However, in accordance with our copyright policy, each purchase is limited to one download/copy. If you’d like to purchase multiple copies of the same digital download, please email our customer service team at shop@key2eternity.com and we will do our best to give you a discount off your order.
Orders
Your confirmation email will serve as your receipt. You can also find your purchase history and receipt information by accessing your store account. Please feel free to print it off for your records.
Your card will be authorized for the amount of the transaction, including the shipping cost, at the time of checkout.
All orders will be charged in HKD. We accept all major credit cards through Stripe or Paypal.
We do not offer wholesale pricing, but we do have bulk pricing available. If your small group or church is looking for bulk pricing info, please email our customer service team at shop@key2eternity.com and they will be happy to help you place your order. We do not offer a bulk discount on licenses of products
Once an order is placed, we are not able to add any products or change any of the quantities. If your order has not yet shipped, you can request a cancellation of your current order so you can place a brand new order. If you order has been processed for shipping, or has shipped, we cannot cancel your order. You can refuse the delivery, and your order will be subject to our return policy.
If you would like to change the shipping address on your order, please contact shop@key2eternity.com as soon as possible – ideally within the first 8 hours of the order being placed. We will do our best to update the shipping address before the order ships.
