• Home   >  
  • Customer Service

You have no items to compare.
You have no items in your wish list.

Customer Service

  • 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)
  • Any personal information submitted on 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 products related offers or direct website representative contact.
  • All orders received will be shipped within 24 hours of the order being placed unless stated otherwise. Shipping takes place Monday through Friday 9am-5pm EST and 9am-4:30pm MST. Any orders placed after hours on Friday will be shipped the following Monday or next business day if there’s a holiday. Tracking information will be emailed to you once a label has been created.
    • Orders are shipped to the exact address the customer has given on their invoice. If for some reason 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.
    • 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. Shipping addresses in Alaska, Hawaii, Guam, Puerto Rico, and other U.S. territories will also ship via USPS even if it’s not a P.O. box.
    • 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. International customers should feel free to call or email Transponder Island Inc. for shipping estimates and details.
    • Shipping costs will vary depending on the package size, package weight and destination. Shipping costs will be automatically calculated at checkout. 
    • FedEx Saturday delivery is a special request and will not be listed with the other shipping methods. You will need to call us to receive a quote for Saturday Delivery. Quotes vary depending on delivery location and weight of the package.
    • Orders with electronic items, such as software, are excluded from free shipping.
    • 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 mild-extreme weather, even if the weather isn’t impacting your specific location.
    • It is advised to plan ahead in case of delays during holidays.
    • If the delivery of a shipment is delayed/late for any reason (business is closed, weather, holiday season, etc.) or the carrier cannot make contact with the recipient, a refund will NOT be issued for the shipping costs.
    • If a package has been lost, a refund will NOT be issued, and replacements will NOT be sent out. If your package has been lost, please call us so we can file a claim with FedEx. A refund or replacement will only be issued if the shipping carrier admits fault and refunds the order cost to Transponder Island. If the shipping carrier does not refund us for the order, we will not be able to refund you. Please note that if FedEx does admit fault and refunds us, they will only refund amounts up to $100.
    • Refunds will only be authorized when the shipping carrier admits fault on the shipment and refunds the original shipping charges to Transponder Island. If the shipping carrier does not refund us our shipping fees, we will not be able to refund you.
    • COVID-19 delays are still occurring and most carriers, if not all, are not guaranteeing their shipping commitments. Again, if we cannot receive a refund from the shipping carrier for our shipping fees then we cannot refund you.
  • Refunds will be issued at the full discretion of Transponder Island Inc. employees. 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 sender.
    • OEM brand new items 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 sender.
    • Original shipping charges are non-refundable.
    • Transponder Island is not responsible for the miscutting of any keys.
    • Unless noted otherwise customers are responsible for any return shipping charges.
    • Transponder Island Inc. is not responsible for items purchased in error, wrong items ordered and/or unneeded items. Please be aware that there can be multiple options for a vehicle that may not always 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.
    • Unless noted otherwise, exchanges will NOT be issued. 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 again.
    • All sales are final for these items below and refunds are NOT available for them:
      • Machines, programmers, cloners and their accessories
      • Software, tokens, electronic devices
      • Tools including pick & decoders
      • Promotional items
      • Door/ignition locks (unless unopened and unused)
      • 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 sender. Returns must be mailed to:Transponder Island
    29313 Clemens Rd 2-H
    Westlake, OH, 44145
  • 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. 
  • 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.