FAQ

Most customers sell to us using our online Quote Wizard, available 24/7.

If you need additional assistance, you can reach our Purchasing team by phone at 1-800-DIAL-KEH or by email at purchasing@keh.com. Our knowledgeable staff will gladly guide you through the quote creation process.

For the most personalized selling experience, you can schedule a video chat with one of our expert Buyers. They can visually inspect your gear to help identify it and assess its condition.

Once you've selected an item in the Quote Wizard, you'll be prompted to choose a condition grade for your gear. KEH uses a cosmetic grading system with the following categories: Like New Minus (LN-), Excellent Plus (EX+), Excellent (EX), and Bargain (BGN). Please note that all items must be fully functional; the grading system applies to cosmetic condition only.

Quoted values remain valid for 14 days from the date the quote is submitted. All quotes are based on the condition grade and description you provide. The final offer price will be determined after our technicians receive and inspect your equipment. The estimated quote does not include any repair costs that may be necessary to restore your gear to working condition. If repairs are required, their cost will be deducted from the final offer. In some cases, we may be unable to extend an offer, particularly for broken or outdated items. When this happens, we're happy to assist you in responsibly recycling your gear.

We value you trading and re-circulating your gear. So when you trade in your gear with KEH toward the purchase of "new-to-you" gear, you'll receive a trade voucher for the full appraised value of your gear plus a significant bonus. Simply select the option to receive a KEH trade voucher.

Your trade voucher can then be used to purchase the “new-to-you” gear you want. And you can use the trade voucher for purchases immediately or over the next 90 days, and on purchases made on our website, over the phone, or at our retail store.

How Trade Vouchers Work:

• Vouchers are one-time use, but if you use the voucher but do not use the full amount in a single transaction, a new voucher will automatically be emailed to you for the remaining balance. The 90-day redemption period will restart with each newly issued voucher.
• You have 90 days from issuance to use your trade voucher. After that, the remaining balance will need to be converted to a cash payment.

Important Notes on Redemption:

• When redeeming a trade voucher, the appraised value of your gear is applied first. The bonus amount can only be used once the full appraised value has been applied.
• To receive the full value of your trade bonus, you must use the entire voucher toward a KEH purchase.
• You are free exchange the voucher for cash at any time, and you will receive the remaining balance of your gear’s appraised value. Any unused bonus amount will be forfeited.

Once we receive your item(s), please allow 3 to 5 business days (Monday through Friday) for us to process and evaluate them. During peak periods, processing times may be slightly longer. You’ll receive email updates at key stages: when your gear arrives, when our inspection begins, and when your offer is ready to review.

After you accept your offer and choose your preferred payment method, you’ll receive a payment notification almost immediately. If you choose not to accept the offer, we’ll return your equipment to you free of charge as long as your return address is within the contiguous United States.

You can get an immediate update on the status of your quote anytime here:

You can also contact our Purchasing Support Team by phone at 1-800-DIAL-KEH, or by email at purchasing@keh.com. When inquiring about your quote, please include your first and last name and quote number (if available). Due to the volume of emails received, please allow 24 hours (Monday through Friday) for a response.

Our retail location offers in-person drop-off and pick-up Monday through Saturday, from 10:00 AM to 6:00 PM.

KEH Camera Retail Store
5080 Highlands Parkway SE
Smyrna, GA 30082

KEH Camera welcomes quote submissions from customers worldwide. However, we do not provide prepaid shipping labels for addresses outside the United States. International customers are responsible for all shipping costs, and we strongly recommend using a trackable, insured shipping service such as FedEx, UPS, or DHL.

International shipments may be subject to tariffs, import taxes, customs duties, and brokerage fees, both when shipping to KEH and, if necessary, when returning your equipment. These charges are the sole responsibility of the sender. KEH has no control over these fees and cannot estimate them; we encourage you to contact your local customs office for detailed information.

Upon delivery at KEH, all international shipments are placed in a holding period for 14 days, pending any information on import taxes, customs duties, and fees that were potentially charged to our company.

To expedite this waiting period, we would appreciate it if you could send a copy of the custom duties and fees you have paid to the shipping carrier chosen for this shipment to purchasing@keh.com.

If any fees were charged to KEH as the payor of this international shipment, the customs duties and fees will be deducted from your pending quote. However, if you choose not to proceed with the sale after KEH’s final evaluation, you will be responsible for all return shipping charges as well as any applicable duties, taxes, and fees.

Please also note:

• KEH is not responsible for currency exchange rate fluctuations.
• We are legally prohibited from marking international shipments as "gifts."

KEH Gift Cards are the perfect present for every photography enthusiast! KEH offers eGift Cards that are emailed to the recipient. Note that physical cards are not available at this time.

Gift Cards do not expire and are redeemable for purchases on KEH.com. By purchasing a Gift Card, you agree to KEH Gift Card Terms and Conditions.

Important Notes: You can only order one gift card at a time and cannot combine a gift card with any other product in the same cart/order. Gift Cards can take up to 4 hours to process.

Questions? Contact us at 1-800-342-5534 (International 770-333-4200) or sales@keh.com.

Gift Card balances are shown on the payment page during checkout and in the My Account section of the website for registered customers.

How to redeem a Gift Card:

1. Visit the Shop section of our site
2. Add product(s) to your cart
3. Checkout as a guest or with an account
4. On the payment page, enter the Gift Card Code received via email. You can use more than one Gift Card per order.
   1. If the Gift Card value is greater than the order total, you will not need to enter additional payment information. You will be shown the remaining Gift Card balance.
   2. If the Gift Card value is less than the order total, you will need to enter payment information for the remaining order balance (Credit Card or PayPal).
5. You will receive an order confirmation via email

Questions? Contact us at 1-800-342-5534 (International 770-333-4200) or sales@keh.com.

We sure do! Most products come with a 180 Day warranty.

If your equipment is defective, we will either repair it or issue a replacement product of the same model and grade. If repair is not possible and a replacement is not available, we will issue a refund for the original purchase amount. Shipping to and from KEH is fully covered.

The following grades are covered under warranty: Like New (LN), Like New Minus (LN-), Excellent Plus (EX+), Excellent (EX), and Bargain (BGN), excluding any equipment denoted as “inoperable”. Our warranty does not cover Ugly (UG) or As-Is (AI) grades, batteries, bulbs, and material or non-mechanical defects. Damage resulting from misuse or neglect (ex. Drops, water damage, sand, or tampering by anyone other than KEH Camera’s repair team) will void the warranty.

An extended warranty may also be available for select products.

If you have any questions about our warranty, please contact us at 1-800-342-5534 or customerservice@keh.com, and we'll be happy to help.

Additional information on our used condition grading scale is available here. Please don't hesitate to contact us if you have questions on what to expect.

KEH Gift Cards: eGift Cards can be purchased online and redeemed on KEH.com. See full Gift Card Terms & Conditions.

Credit Cards: We accept Visa, MasterCard, American Express, and Discover credit cards.

Please be sure to provide your exact billing address and telephone number - the address and phone number your credit card company has on file for you. Incorrect information may cause a delay in processing your order.

You can be confident that your personal and account information is secure at KEH.com. We employ the latest 128-bit encryption technology in all parts of our site that require any personal information. Please read our security promise for more information.

PayPal: We will only ship to a PayPal confirmed address and the shipping address on our website must match the PayPal confirmed address.

Affirm: This payment option allows you to split the price of your purchase into fixed payment amounts that fit your monthly budget. Subject to an eligibility check. Payment options through Affirm are provided by these lending partners: affirm.com/lenders. Read More

Checks, Cashier Checks, Money Orders, and Wire Transfers: Contact us at 1-800-342-5534 or sales@keh.com for your assistance.

Your credit card will be charged upon submission of your order.

If for some reason your order is not 100% complete, a KEH representative will contact you to discuss your options.

Generally manufacturer’s Instant Rebates are already subtracted from the price of eligible products. On some occasions a manufacturer may offer conditional rebates that require the purchase of more than one product, in those instances we have to subtract the multi-product discount after all items are added to your cart. If a product is eligible for a Manufacturer mail-in rebate, we will ship a form with your merchandise. If you have any questions about obtaining a multi-product conditional rebate or you do not receive a rebate form for eligible products please contact a KEH customer service representative at 1-800-342-5534 or email customerservice@keh.com and we will be more than happy assist you.

Yes. If the price of the product (same grade, model, and accessories) you purchased changes within 7 days and is in stock, KEH will refund you the difference. Please note, this does not apply to sales or promotions.

Please visit our Shopping Terms & Conditions page.

Yes, KEH is a Sony Authorized Dealer. Please call our Customer Care Team at 1-800-342-5534 to consult or order New Sony gear.

Yes, Active Duty personnel, Veterans, Reserve/Guard, and Retired members of the United States Air Force, Army, Coast Guard, Marines, and Navy, plus their spouses and dependents, are eligible for a 5% discount on used equipment on top of KEH’s everyday low prices (excludes New & LN grades). First responders are also eligible. Please contact our Customer Care Team at 1-800-342-5534 or email sales@keh.com to redeem.

Yes, sign-up here!

Free Ground Shipping: Orders over $75 qualify for free ground shipping inside the contiguous United States, excluding shipping to Alaska and Hawaii. Ground orders will typically ship within 2 working days of receiving the order. Company holidays may delay order shipment.

Other shipping options: We also offer flexible shipping options for the Second Day Air and Overnight at checkout. Expedited orders placed after 3:00pm ET will ship out next business day (Monday-Friday).

International shipping: KEH ships internationally via FedEx's international economy service type. Prices generally start at $49.95 but vary depending on the destination and final  weight of the gear. The best way to estimate total shipping costs is to utilize our shipping calculator during the checkout process on KEH.com.

Be advised that the shipping amount KEH charges only covers the cost of shipping from the US to your country. You may be subject to separate import fees, such as taxes or duties, that are assessed after the shipment reaches your country. Import fees vary greatly from country to country and, in some cases, may even prohibit the importation of certain types of used equipment. Please check with your local government for a detailed breakdown of import and duty costs before placing an order.

Any additional taxes, duties, or fees assessed for import are the customer's responsibility and are normally collected by the courier upon import to your country. If a package arrives and you find the import fees prohibitive, we can contact FedEx and request that the package be returned to the shipper; however, the shipping and any other return fees will be deducted from your refund. International orders will typically ship within 2 working days of receiving the order. Company holidays may delay order shipment.

If you need further assistance, our Gear Experts can be reached at +1-800-342-5534 or sales@keh.com.

FedEx Hold for Pickup allows you to request packages to be held at a FedEx location. You can pick up packages on your schedule at locations most convenient to where you work or live.

When your package is delivered to the FedEx location, you'll be notified that the package is ready for pickup via automated text, phone call, or email. FedEx will hold your package for up to 5 days. After that, your package will be returned to KEH. After that, your package will be returned to KEH. Shipping costs for returned packages will be deducted from your refund. If you would like the order reshipped to you, please contact us at sales@keh.com or +1-800-342-5534. Depending on the status of your return, a new order may need to be entered, and we cannot guarantee that your item(s) will still be available.

If you have the FedEx Delivery Manager App, you will receive notifications about your delivery and will have the ability to request your package be held longer than 5 days.

Bring a government-issued photo ID.

• If your name doesn't match the name on the package label, you'll need the tracking number.
• If the address on your ID doesn't match the address on the package label, you'll also need to bring an alternative form of ID. You can use a utility bill or statement, health or auto insurance card, property statement from a county or city website, or credit card statement.

For more information, visit FedEx's Hold at Location page.

Wrap each individual item completely with bubble wrap and secure with tape. Newspaper may be used if bubble wrap is not available. The tape should never come in contact with the surface of the equipment as it may remove the finish.

Choose an appropriate size box for the items to be shipped. Too small may not allow room for ample padding. Too large may allow for items to bounce around. If you are reusing a box, remove any old labels to prevent shipping mix-ups.

Enclose inside the box the Repair Form that can be found on our web page, keeping a copy for your records. Also, include any items pertaining to the repair. (ie: lens, battery, etc.)

Pad the box with a material such as bubble wrap or crumbled/shredded paper while keeping the equipment in the center of the box. The equipment should never come in contact with the box. Make sure enough packing material has been used so there is no give at the top of the box.

Label multiple boxes – 1 of 3, 2 of 3, 3 of 3 etc. on the outside of each box.

We recommend that you ship the equipment via an insured shipping method that provides tracking. Most customers used FedEx, UPS, or USPS.

Mail your package(s) to:

As the customer you are responsible for the cost of shipping the equipment to KEH Camera Repair. We recommend that you ship the equipment via an insured shipping method that provides tracking. Most customers used FedEx, UPS, or USPS.

On occasion, due to high parts cost or excessive damage, we may need to re-estimate a repair cost. Please note: refused re-estimates will incur a $75 diagnostic fee.

Once we have your approval the repair time is normally 2-3 weeks. Some simple repairs may take less time. Repair time may be longer if parts need to be ordered. Our technicians work on equipment based on a first in first out basis.

KEH Camera Repair accepts all major credit cards Visa, Master Card, Discover & American Express. In addition to credit cards we also accept Pay Pal payments. Checks and money orders are accepted but may delay shipping time.

We will contact you about payment once the repair is completed.

On the repair form, you choose your ship back option as follows:
FedEx Ground, FedEx 2Day, FedEx Next Day. Local customers who pick up their items will not be charged the shipping cost. Please note: refused repairs will incur a $75 diagnostic fee.

KEH Camera Repair has a 6-month warranty period. Repairs are warranted for the time period starting with the date the repair was completed. The warranty covers labor and parts replaced during the initial repair. If the unit malfunctions and requires additional parts, there will be a charge for only the parts required. No other warranty expressed or implied shall be applicable to the repair nor are we responsible for any loss, time or expense incurred. Due to the complex nature of the equipment, defects, which seem identical, can be caused by any one of many parts or circuits. We cannot assume responsibility for any portion of your equipment on which service has not been performed. Warranty will be voided if the unit suffers from impact damage, tamper and/or user damage, water, and/or sand damage.

If your item need to be sent out to the manufacturer or another vendor the KEH Camera Repair warranty is void and the outside vendors warranty applies.

Non-warranty repairs. This is for items that have a minimal repair charge. These are normally repaired where the technician does not have to take the item apart to complete the repair.

If for some reason, either due to parts no longer being available or that we cannot complete the repair, we will contact you to have your equipment returned.

At KEH, it is our goal to ensure your 100% satisfaction. If you are unsatisfied with your purchase, you can return your item for a refund or exchange within 21 days of delivery.

Please contact Customer Service BEFORE returning an item to obtain the Return Merchandise Authorization (RMA) and return instructions. This RMA is valid for seven (7) days. Sending merchandise in without an RMA may delay your return. Please visit our Contact Us page and fill out our contact form to request an RMA.

Returns and exchanges are subject to the following conditions:

• Merchandise may be returned or exchanged for a refund within 21 days of delivery. A $25 return processing fee per order will be applied. Exchanges of equal or greater value are free and will not incur a return processing fee. One-time exchange allowed per original order.
• NEW items must be in perfect, brand-new condition and returned in the manufacturer's original, undamaged, and unopened box. All manufacturer's original packing materials, accessories, and original unused warranty cards (and rebate forms if applicable) must also be included. NEW Items that are not returned in these conditions will be subject to a minimum 10% restocking fee in addition to the $25 return processing fee.
• USED (Like New, Like New-, Excellent+, Excellent, Bargain, Ugly) items must be returned in the same condition as originally shipped. Items that do not meet these conditions may be subject to a minimum 15% restocking fee in addition to the $25 return processing fee.
• The following products cannot be returned:
  • As-Is items
  • Drones
  • Film and other photo-sensitized products
• Returns cannot be accepted if the gear has been tampered with by any 3rd party other than KEH's repair team.
• Refused orders may have return shipping fees deducted from your refund.
• The return shipping cost is the responsibility of the customer and is non-refundable. Import/export taxes and fees associated with international orders are also the responsibility of the customer and are non-refundable.
• Defective or mis-shipped (incorrect item sold, inaccurate item description, or incorrect title) returns will receive a pre-paid ground shipping label to return the item to KEH and will not incur the return processing fee. However, if it is determined that the item is in working order upon inspection, the pre-paid shipping cost and return processing fee will be deducted from the credited amount. Please contact us immediately, as return shipping charges will only be covered if we have been notified prior to the return.
• Customers with a high return/exchange rate of working merchandise (4 or more orders with a 60% return rate within 24 month period) will be subject to a 15% restocking fee and/or other further action.

We recommend that you use your own trackable and insured shipping method. Returns and exchanges must be returned pre-paid; we cannot accept C.O.D. deliveries. KEH is not responsible for lost returns.

Returned items must be shipped prepaid to KEH Camera. We recommend dropping your equipment off directly in person at an authorized FedEx, UPS, or USPS location with insurance and tracking information. We are not responsible for lost or damaged items during return shipment.

New and used returned items that are not in the same condition as sold may incur a 15% restocking fee.