Key Code Media Order Processing | Frequently Asked Questions

Find answers to common questions about how payments, orders, and credits are processed at Key Code Media.

General

Do you stock products?

Key Code Media does not maintain a storefront or stock products at its locations. Products are typically ordered from distributors, which may take 2 to 14 business days to process. Transactions are conducted through our website, phone or via email with a regional account manager.

Do you offer equipment rentals?

Key Code Media is not a rental business but can refer you to trusted rental partners nationwide. However, we offer LiveU flypacks for special event rentals.

Does Key Code Media do business outside of the United States? International Inquires.

Key Code Media products and services are generally limited to within the United States. Exceptions for International product and services include:

• International companies with a U.S.-based product or services need.
• U.S.-based companies with international product or services need.

Invoices

How do I pay my invoice?

Key Code Media accepts payments via ACH, Wire Transfer, Check, and Credit Card. Click here for step-by-step instructions on how to pay. Billing instructions are also embedded within the invoice.

Where do I send a purchase order?

Please send purchase orders to our Accounting Team via email at [email protected].

Who should I contact if I have billing-related questions?

For billing-related inquiries, please contact our Billing Team at [email protected].

What are the next steps in the order process? How long will it take to receive my equipment?

Order processing typically takes 2-5 business days. Expedited services are available for an additional fee.

Delivery dates are approximate and may be delayed due to events beyond Key Code Media’s control. Standard shipping defaults to ground. Expedited shipping options, including next-day delivery, are also available for an additional fee. Please note that expedited shipping does not bypass the 2-5 business day order processing timeframe.

Why is there a discrepancy on my invoice?

Most invoice discrepancies are due to tax-related adjustments between the initial quote and the final invoice. These variations often result from changes in shipping location, delivery method (drop ship vs. warehouse pickup), or differing tax laws across cities and states.

Freight charges include inbound and outbound estimates. Actual charges will be updated on your invoice once confirmed by the shipping company.

For questions about your invoice, contact [email protected].

Can I submit a tax-exempt certificate?

Yes. Please send tax exemption documentation to [email protected].

If you qualify for California Post Production Exemption, complete the form available here.

How do I cancel an order?

Customers have 24 hours to cancel an order at no charge. After 24 hours, a restocking fee of up to 30% may apply. Orders containing custom items, software, or maintenance contracts are non-cancellable. For details, refer to our RMA Policy.

How can I adjust my quote or invoice?

For adjustments, contact our Billing Team at [email protected].

Quotes

Can I print and sign the document?

No. To comply with state and federal laws, Key Code Media requires a digital signature and timestamp on approved documents via our ConnectWise quoting system.

If you have trouble locating the digital document, contact your assigned account manager. Their contact information is included in your quote. If you are unsure of your account manager, email [email protected] for assistance.

My company cannot sign the current terms & conditions. What are my next steps?

If your company requires modifications to the terms & conditions, please contact your account manager for assistance.

Billing and Payments

When will I get billed?

• Drop Ship Invoices: Based on the vendor’s shipping date.
• Vendor Services: Invoiced upon service completion.

Why do I have multiple invoices for a single purchase order?

Orders involving multiple vendors may generate separate invoices based on each vendor’s shipping date.

How do I get paid? (Vendors)

Payment will be made based on the terms provided by vendors. For questions, or questions about past-due invoices contact [email protected].

Do you offer financing or payment plans?

Yes, Key Code Media offers financing through Key Code Media Finance (subject to approval). Learn more or apply here. Credit processing typically takes 2-3 weeks.

Are there any fees associated with credit card payments?

Yes. A 3% processing fee applies to credit card payments.

What are your payment terms?

Payment terms are subject to credit approval. Generally:

• 50% deposit due with order.
• Remaining balance due upon delivery unless financed through an approved institution.

Invoices are due based on invoice date. A 3% service fee applies to credit card payments.

Do you accept international payments?

Yes, Key Code Media accepts international payments.

However, sales are generally limited to the U.S. Exceptions for International Sales include:

• International companies with a U.S.-based project.
• S. companies with international projects.

Can I set up automatic payments?

Yes. Contact [email protected] for assistance.

How is sales tax calculated?

Sales tax is calculated based on the shipping address. Submit a valid Reseller Certificate or Post Production Exemption form to receive applicable exemptions.

Refunds & Cancellations

What is your refund policy?

A restocking fee of up to 30% applies to canceled or changed orders. Custom items, software, and maintenance contracts are non-refundable. Credits are subject to product condition upon inspection. The purchaser is responsible for return shipping costs. Refer to our RMA Policy for details.

How long does it take to process a refund?

Refunds are processed within 2-5 business days.

Can I cancel a purchase after payment has been made?

Orders can be canceled within 24 hours for a full refund. After that, restocking fees may apply. Refund processing takes 2-5 business days.

Shipping

How do I track my order?

For updates, contact [email protected]. Include your quote or invoice reference number in the subject line.

Can I expedite my order?

Yes, expedited processing and shipping are available for additional fees. Contact your account manager to discuss options.

What happens if my order is delayed?

Delays may occur due to circumstances beyond Key Code Media’s control. Contact your account manager or [email protected] for updates.