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Online sales FAQs

My Account

  • How do I sign up to receive promotions?

    Enter your email address into the box at the bottom of every page of our website. Alternatively check the box during account sign up. Don't forget you can also keep in touch with us on Facebook, Google+ and Twitter! You can amend your preferences at any time by visiting your MY ACCOUNT pages or simply by visiting our preference center at www.kensington.com/consumercare

  • What is a WISH LIST?

    A WISH LIST is an easy way to keep track of the items you're hoping for and to share them with family, friends and coworkers. Wish lists can easily be emailed to people you choose. You must have a registered account to create a wish list.

  • How do I create a WISH LIST?

    Go to the product page of the item you are interested in, and then click the ADD TO WISH LIST link located to the right of the ADD TO CART button. You must be logged in to create a wish list but you can do this simply form the pop up window after clicking ADD TO WISH LIST. You can also sign up for an account from this pop up window if you do not already have one. From the MY ACCOUNT page you can get to your WISH LIST at any time or form the icon on the top navigation of our website.

  • 12 and Under Registration?

    No area of our site is directed at children under 13 years of age, but our site asks for age-identifying information from our visitors to tailor/customize the visitor's experience at our site. We do not collect personally identifiable information for children under 13 years. Additionally, we do not have any agreements with outside organizations to collect personal information at our site for children under 13 years. If a child under the age of 13 registers with the Kensington.com website without parental or guardian permission, then the parent or guardian can review the information that we have collected from their children online, prevent the further use or maintenance of such information, or direct the deletion of their children's personal information by contacting us at www.kensington.com/consumercare

  • What are the benefits of having an account with you?

    With your Kensington.com MY ACCOUNT, you will have access to the following information:

    Your Account Information
    Your Order History
    Your Wish List
    Your Email Subscriptions
    Product Registration including the ability to securely store your Kensington security lock combination and key codes
    Order replacement keys for security products
    Access to special promotions and deals just for our registered customers
    Store your Proof of Purchase should you ever wish to make a warranty claim

  • What is Quick Checkout?

    If you do not have an account, we're not going to get in your way from shopping with us by asking you to register with us first (although we would prefer it if you did!). You can checkout simply by providing the required details for us to fulfill your order. After completing your order you do have the option to create an account by adding a password to your order. We think it's a good idea to create an account with us as there are lots of benefits like being able to actively track your order.

  • How can I reset or get my password if I've forgotten it?

    Simply head to the MY ACCOUNT sign in page on our website and hit the 'forgotten password' link. We will send you a secure email that will allow you to reset your password.

  • How do I create an account or register?

    Click on the blue icon at the top of every kensington.com page for MY ACCOUNT. Next, on the right hand side of the next page, click to access our account registration form. You can also sign up for an account during the checkout process or during the product registration process.

My Orders

  • When placing an order I get an error message stating that there has been an authorization failure. What went wrong?

    This is most likely a precautionary measure your card issuer has taken to protect you against possible fraud. Or it's the just the result of a simple typo you may have made. Please double check the credit card number and expiration date on your card. Ensure that the card you are trying to use is one that we accept. If you still have trouble you may wish to contact your card issuer and check that there are no issues with your account. Their details will be on the back of your card! 

  • Can I buy Kensington.com gift certificates and/or gift cards?

    Unfortunately we do not offer gift certificates at this time.

  • Do you accept back orders?

    We do not accept orders for items that are not in stock. You can be confident that if you order an item form us - we have it in stock ready to ship to you!

  • I want to place an order for more stock than you have available, what should I do?

    Please contact us at www.kensington.com/consumercare. We will endeavour to source the additional stock you require and let you know once it is available for you to purchase. You can also complete our bulk order request form. If your order is for a large volume of items we may be able to offer you special pricing or a discount.

  • What is a promotion/voucher code?

    From time to time we offer exclusive promotions to our loyal customers via our email newsletters or social media pages. Often to get these special prices or promotions you will need to enter a code during the checkout process to activate the offer. Unfortunately we are not able to apply the offer or promotion code to an order retrospectively so be sure to enter it before completing your order.

  • Do you match prices if an item goes on sale after my purchase?

    While we cannot refund you the difference after a price has been reduced, if you contact us within 10 days of placing your order when the price of an item in your order has been reduced we will happily issue you with a coupon to use on your next purchase to the value of the difference. This coupon will be valid for 60 days. Note that only one coupon code can be used per order.

  • Can you tell me if an item comes back into stock?

    Yes! On the product page of the item that is out of stock simply enter your email address. We will send you a notification as soon as we have more stock available. Note that stock is not reserved for you or prioritized in any way. If on returning to the site the item is out of stock again you will need to re-enter your email for the next stock alert.

  • Do you offer bulk pricing for larger orders?

    Yes! Please complete our bulk order request form at www.kensington.com/consumercare we will review your request and contact you with details of any promotions we can apply. We will also ensure we have the quantity you require in stock so you can complete your purchase.

  • How do I get my order faster?

    We offer several shipping options, select the most appropriate for your needs. Unfortunately once an order has been placed you can not change the shipping method. 

  • How can I track my order?

    You will receive an email with the shipping tracking number once it has been dispatched from our distribution center. Additionally, if you have a Kensington.com MY ACCOUNT, you can login at any time to see status updates for your order and view the shipment tracking number. All of our parcels are shipped by FedEx so you can track your order using FedEx's online services and customer support team.

  • How can I check the status of my order?

    Check your email. We will email you with the shipment tracking number once the item is being shipped, you can use this to track the delivery with the courier. You should expect to receive an email form us by the end of the next working day following the day that you placed your order. Alternatively log in to MY ACCOUNT and visit the MY ORDERS section. This will list all of your orders and the current status of each. If you do not have an account you will still receive a shipping tracking email but will not be able to view the details of your order online. If you have questions you can contact our consumer care team at www.kensington.com/consumercare

  • How do I place an order?

    Simply visit the product page of the item(s) you are interested in and hit the add to cart button. If the item is not in stock you can register to receive an email alert when it is next available. Once added to your cart follow the simple steps through the checkout to complete your order. Unfortunately we are not able to accept orders by Telephone, Fax or Mail at this time.

Payments and Security

  • Are my personal details safe with your company?

    Yes, of course. We take data privacy very seriously and ensure that your data is managed in accordance with all applicable legislation. Please review our privacy policy for more information about how we use your personal data.

  • Is your site safe and secure?

    Yes! We use industry leading security protocols on our website including SSL certificates and payment services provided by tier 1 PCI compliant vendors. Your data is safe with us - please review our privacy policy for more information about how we use your personal data.

  • When I pay with my credit card, what company name will appear on my statement?

    Your order will be billed as 'Kensington Direct' on your credit card statement.

  • What sales tax do you charge?

    We are required by Law to collect sales tax in all 50 of the United States where the sale of our product requires us to do so. You can review the amount of sales tax you will be charged in the checkout process or by inputting your delivery Zip code into the cart page. 

  • What payment methods do you accept?

    We accept payment on all major credit cards (American Express, Discover, Visa and MasterCard). As well as through PayPal and Amazon Payments. We do not offer invoice terms, cash on delivery or check payments.

  • What is a Security Code? Where do I find it?

    The Security Code is required for all transactions with American Express, Discover, Visa and MasterCard. The Security Code is an added security feature used by your credit card company to protect you against online fraud. Because the Security Code number is not printed on your receipts, it helps to ensure that someone is not using your credit card information fraudulently. The digits are printed on your card, rather then engraved on the plastic like the digits of your credit card number. The Security Code is used to verify you have possession of the credit card you are attempting to use. For your safety, we only accept credit cards with a Security Code number.

    Visa, MasterCard, Discover: The Security Code is a 3-digit security code printed on the back of your Visa, MasterCard or Discover Card. The number appears on the signature strip after the last four digits of your account number. The signature strip may contain your entire account number or just the last four digits of your account number. Either way, the Security Code will appear after the last four digits of your account number.

    American Express: On American Express cards, the CCID is 4-digits and appears on the front of the card above your account number to the far right.

  • How do I order for a Tax-Exempt Organization?

    We do not currently have the facility to store details regarding tax exempt organizations so cannot support tax exempt sales at this time.

Returns and Refunds

Shipping and Delivery

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