Customer Service

HOURS


• REGULAR HOURS: 9:00am to 5:00pm EST Monday - Friday, 9:00 AM to 5:00 pm MST Monday - Friday (phones and order cutoff time 4:30 PM MST)

​

PRIVACY

• Any personal information submitted on Transponderisland.com is for the sole purpose of your order. Information is not shared or sold to third parties. Email addresses are used only for confirmation emails, tracking information, company product related offers or direct website representative contact. 

​

SHIPPING

• Shipping takes place Monday through Friday, 9am-5pm EST and 9am-4:30pm MST, excluding holidays.
• FedEx Saturday delivery is a special request and will not be listed with the other shipping methods during checkout.
  • You will need to contact us to receive a quote for Saturday Delivery. Quotes vary depending on the delivery location and weight of the package.
• Original shipping costs are not refundable.

 

ADDRESSES

• Orders are shipped to the exact address the customer has given on their invoice. If the delivery carrier cannot deliver a package for the following reasons, including, but not limited to the provided address being incorrect or incomplete and the package is returned to us, shipping costs must be paid again to reship the package.
  • If a refund is preferred, a refund minus shipping costs will be issued.
  • Shipping costs for returned packages include what the shipping carrier charged Transponder Island to ship it back and what is needed to ship back to you.
• It is the customer’s responsibility to ensure their order is shipping to the correct address.
• Transponder Island cannot guarantee or warranty any shipments that use an apartment or residential shipping address.
• Any shipping address that uses a P.O. box for delivery will be shipped via USPS, since FedEx does not accept P.O. boxes.
  • Alaska, Hawaii, Guam, Puerto Rico, and other U.S. territories will ship via USPS.
• International countries, including Canada, will be given FedEx International shipping options at checkout based on the weight of the order, total cost of the order and packaging size.

  

SHIPPING COST

• Shipping costs will be automatically calculated at checkout, and will vary depending on the package size, package weight and destination.
• If your order needs to be upgraded to a larger package upon packing your order, the difference in shipping cost must be paid.
  • A customer service rep will reach out to you if your shipment requires an upgrade.
• Orders with electronic items, such as software, are excluded from free shipping.

 

SHIPPING DELAYS AND LOST PACKAGES

• Transponder Island Inc. is responsible for shipping your order out in a timely fashion. Once the order is sent out, the responsibility is transferred over to the shipping carrier. 
  • Transponder Island Inc. cannot be held liable for lost packages or late delivery times caused by the delivery services.
• Please be aware that shipping delays can occur due to but not limited to holidays, large public events and mild-extreme weather, even if the weather isn’t impacting your specific location.
  • If the delivery of a shipment is delayed/late for any reason or the carrier cannot make contact with the recipient, a refund will NOT be issued for the shipping costs.
• If your package has been lost, please contact us so we can file a claim with FedEx.
  • Order cost refunds and shipping cost refunds will only be authorized if the shipping carrier admits fault and refunds us. Refunds are limited to $100.
  • Please note that if FedEx does admit fault and refunds us, they will only refund amounts up to $100.
  • If the shipping carrier does not refund us, we will not be able to refund you.

SPLIT SHIPMENTS

• Split shipments occur if neither of our warehouses can ship your order in full.
• If your order total is over $600:
  • both locations will ship with the shipping method you originally selected
• If your order total is under $600:
  • Your main warehouse will ship available items with the shipping method you selected.
  • The other warehouse will ship the other item(s) via FedEx Ground.
  • Any items shipping via FedEx Ground from another warehouse will be displayed with a red error during checkout.

​

RETURN POLICY

• Returns may be subject to a 25% re-stocking fee. Re-stocking fees are required if an item needs to be identified, unlocked again, re-shelled, repaired, etc.
  • Please call us at 866-757-7778 before sending any returns to ensure your return is approved
• Returns must be sent back within 90 days of the original purchase date. Any returns beyond 90 days will NOT be accepted and will be returned to the sender.
• OEM brand new items, and brand names such as Strattec, Ilco, etc., must be returned in their original, unopened packaging and cannot be damaged or used in any way. Otherwise, the return will not be accepted and will be returned to the sender.
• If an exchange is issued, you have 10 business days to send back the incorrect item(s) with a provided return label before being charged for the exchange item and shipping cost.
• Transponder Island is not responsible for the miscutting of keys, items purchased in error and/or unneeded items.
  • Please be aware that there can be multiple options for a vehicle that may or may not be listed on the website. If an item purchased ends up being the incorrect item needed, Transponder Island Inc. cannot be held responsible.
  • We recommend running the VIN with your local dealership, ask for the OEM remote part number then give us a call to ensure you’re purchasing the correct remote.
• All sales are final for the items below. Refunds and/or replacements are not available for them:
  • Machines, programmers, cloners and their accessories
  • Electronic items such as software and tokens
  • Tools including pick & decoders and Lishis
  • Promotional items and free gifts
  • Door/ignition locks
  • Transponder chips
  • WIN modules
• All return packages must have a business card or invoice inside the package so we can verify who the return package is coming from. If we cannot locate your account, then the return package will be returned to the sender. Returns must be mailed to:

Transponder Island
ATTN: RETURNS DEPT
29313 Clemens Rd 2-H
Westlake, OH, 44145


WRONG ITEMS

• Customers must notify Transponder Island of any errors in the items received within 10 days of purchase. After 10 days we cannot replace or reimburse for missing and/or wrong items. Transponder Island guarantees that you will receive the correct item(s) that you have ordered on your invoice. We are not liable for purchases made in error. Such purchases may be returned if they are uncut and/or unprogrammed. Cut and/or programmed items cannot be returned. Shipping costs will not be refunded for customer error returns or exchanges. If it is found that you were sent the incorrect item by our mistake, a refund or exchange may be issued when the item is returned to us. 

​

REFURBISHED ITEMS

• To offer the best possible service to our customers, we have updated our quality control policy to a stricter standard. Any item not meeting our quality control standard will be re-shelled before it’s added to stock. Since our shells are aftermarket, they do not have logos on them, but the board will always be OEM. When purchasing a refurbished item, we cannot guarantee that you will receive one with the logo on it. We suggest purchasing OEM brand new if you need the logo or if you need a specific driver option. Transponder Island is not responsible for any refurbished items received in unsatisfactory condition.
• • ​Refurbished items may or may not have a logo (as stated above).
  • Refurbished items can also be pre-owned even if not stated as such.
  • Refurbished items may be in worn condition.
    
•