FaQs

Q: Do I need to be registered to buy in the shop?

A: Yes, it is necessary to be registered in order to buy in our shop, as this process guarantees the optimal management of your order. In addition, registration offers you advantages as a buyer since you will have a User Panel where, among other options, you can manage your data and address, as well as consult your purchases or your invoices.

Q: Is the registration process very complex?

A: No. The registration process is very simple. On the registration page you will find a form with three simple fields. You only need to have an e-mail address – the one you usually use – and choose a password for access. Optionally and if you wish, you can also tick the subscription box as a KeyBiological Member. This free subscription is independent of user registration, by selecting it, you will become part of our KeyBiological community as a VIP member, and you will get offers and discounts, as well as all relevant news about our company.

Q: What information do you store about my user data?

A: The data that is stored is the data required to access our shop as a registered user, i.e. your email address and password. Once you have registered, you will have access to your User Panel where you will be able to configure all the necessary data to manage your future purchases: Name and Surname, email and billing and/or shipping address among others. Different data necessary for the correct functioning of our website will also be stored through cookies. Payment information such as credit cards or Paypal accounts are not stored in our system. To find out more about these issues, including the policy relating to cookies and data collected by other services, you should consult our Terms and Conditions, Legal and Privacy pages.

To access your user profile in our shop and be able to complete your purchase, you must enter the data used at the time of registration. If you do not yet have a user / customer account, you can register here.
Remember: you can access your account using the username or e-mail address you used to register, as well as your unique password.

If you have problems logging in, please check the following information:

Problems logging in with your Username

Please make sure that you enter the username you registered with correctly. Fields entered must have no spaces and must be complete. E.g.: Minusername (*)
* If our system indicates unknown username, the information you entered is incorrect. If you do not remember this information, try logging in with the e-mail address you used to register.

Problems logging in with your e-mail address

Please make sure that you enter the correct e-mail address used for registration. The fields entered must have no spaces and must be complete. E.g.: tunombre@proveedordecorreo.com (*)
* If our system indicates an unknown e-mail address, the information entered is not the one you entered when you registered. If you remember it, use the username you set up when you registered.

Problems logging in with your password

Make sure you enter your password correctly. This password must be identical to the one you entered at the time of registration and must retain the uppercase and lowercase letters, numbers or symbols you entered at registration.
* If you have already created an account with us and you do not remember your password, you can reset it using the login form. In it you will see the fields to enter your username or e-mail with which you registered previously, and your password. On this same screen click on the Forgot your password?

Password Reset

Enter your username or email address with which you registered with our shop and follow the instructions. If you wish to reset your password, click here.

Q: How can I see your products for sale?
A: Our website has several sections. On the home page we show you information and there are also modules to access our products. If you want to see all our products, the best option is to do it through the top or side menu of our website, by clicking on the button or link called ‘Shop’. In our shop, you will be able to see all the products classified by different categories.

Q: I have already been to your shop, I want to review your products without making a purchase yet, what do I have to do?

A: Each product shown is accompanied by an ‘Add to cart’ function, which makes shopping easier if you are already familiar with our products. If you want to see a complete description, you can click on the image of the product in question or on its name. Immediately afterwards, you will be taken to a new product description page, where you will be able to see all the characteristics of the product.
On the same page, you will again have the option ‘Add to cart’.

Q: I have already decided on a product and I have added it to the shopping cart. How can I consult the shopping cart and the purchase options?

A: The purchase process consists of several steps from the moment you select one or more products until the final payment. Through our shopping cart you will be able to see the process in each of its stages.
When you add products to the cart by clicking on the ‘Add to cart’ button available in each of them, the cart will automatically list the products entered. Each time you perform this action, the system will show you a pop-up window in the top menu of your screen, with a summary of the contents of your cart and the options ‘View cart’ or ‘Checkout’, as well as the total without taxes of your purchase. If you have accessed our website via a mobile phone or tablet, you can also consult your shopping cart through the different menus, by clicking on the ‘Shopping’ cart’ link or on the shopping cart icon.

If you enter several products in your cart, you will be shown different options and steps to complete the purchase:

Step 1) You will be able to check the products previously added, and delete them or add more units if you wish to complete your shopping cart. The system allows you to review new products in the shop without losing the products you have already added. In this first step of the process, you will also be able to check the total of your order.

It is important to note that the shipping costs shown are approximate unless you complete the shipping calculation options. In any case, in the next step you will see the final totals. On this same screen and on the next one – Step 2 – you will also be able to enter a discount code if you have one. To move on to the next step of the process, click on the ‘Finalise purchase’ button. Don’t worry, this option will take you to the next purchase process without any obligation to place your order.

Step 2) In this step, we will show you the details of your order. If you do not yet have a user account in our shop, you can create one by filling in the registration form provided for this purpose. If you are already registered as a customer/user and have already logged in with your e-mail address and password on our website, this data will be displayed automatically as long as you have completely configured your addresses. In both cases, whether you are a registered user or a new customer, it is necessary that this form has your complete information including your shipping address so that we can process the order. Otherwise the system will not allow you to complete the purchase. Once this data has been edited, it will be stored for future purchases and you will not need to enter it again. If you wish, you can consult our Privacy Policy here.

Q: What payment options do you offer?
A: We have three payment options available in the shop, which you can select according to the payment process you wish to use. Remember: before you can pay for your order, you will need to log in or create your customer account so that we can register your order with your personal and shipping details.

Payment by card: Once selected as the last process of the purchase, you must click on the Pay by card button. A new window will open that will take you to the RedSys payment gateway, where you will be asked for your credit card details. Once the information has been entered and sent, the system will verify the data with your bank and authenticate the transaction. To finalise the payment, it is very important that you complete the security process requested by your bank and accept the payment as the last process. Once this process has been completed, the payment gateway will redirect you to our purchase confirmation page.

Remember, this system complies with all current security regulations, and is totally reliable. Keybiological does not manage the data of your card, it will be RedSys and your bank who will watch over the security of the sent data and the fulfilment of the current regulations.

PayPal payment: If you already have a Paypal account and you wish to use this payment method, you must select it before clicking on the Paypal button. You will be redirected to Paypal where you must access your user account to finalise your payment. Once you have completed this process, the payment gateway will redirect you to our purchase confirmation page.

Bank Transfer: We offer you the possibility to pay for your purchase by Bank Transfer. If you choose this option, once you have placed your order we will show you a screen confirming your order and our bank details where you should make your deposit or transfer. To do this, in addition to your customer details you will need to use the order number as the payment reference.

KeyBiological will not process the order until the payment has been verified in the account indicated for this purpose.

Orders on Hold

Orders paid by credit card that are ‘On Hold’ are orders that have not been completed during the payment process. Please ensure that you have fully completed the payment including the security measures sent to you by your bank at the time of payment and that you have accepted the transaction.

For Paypal payments you must log in to your account and complete the process. If you cancel the process from Paypal, we will automatically cancel your order in our shop.

Payments by Bank Transfer or Bank Deposit will be ‘On Hold’ until we can verify the deposit in our account and send you the order.

Remember: You can check the status of your order, and pay or cancel it through the page ‘My Account / Orders’ accessible with your username and password. Also, checking the movements of your card or Paypal account is a great help to detect any errors.

Q: What regions do you ship to?
A: At the moment we only ship to the Iberian Peninsula. We are working to be able to offer shipments nationwide, including the Balearic Islands, Canary Islands, Ceuta and Melilla. We will inform you through our newsletter and social networks when this option is available.

Q: Which company delivers?
A: We usually use SEUR courier service for all our shipments. In the event of a change in the company handling the shipment, we will inform you accordingly.

Q: What is the delivery time
A: Here you can consult the indicative delivery times offered by the courier company. It is important to bear in mind that these may vary for different reasons: on specific dates with a high demand, due to force majeure, etc. Under no circumstances can we be held responsible for delays caused by these mishaps. We recommend that you check the information provided by the postal service on its website in this regard.

Q: Do you accept returns of purchased products?
A: The answer is yes. If for any reason you are not satisfied with your purchase, you have the right to return the product within 14 calendar days of purchase. After this period, we do not accept returns or replacements. You can check the return process here.

Q: I have received my item but it is not the item I purchased, what should I do?
A: In the hypothetical case that you have received a different item to the one you purchased, you can take advantage of our return or replacement policy. We are human and although we work to offer the best service, sometimes we can also make mistakes. Don’t worry, we will take care of the replacement of the item. Please see our Return Policy for a replacement item.

Q: What is the process for returning or replacing an item?
A: In this link you can check the conditions and processes for the replacement or return of items purchased in our shop www.keybiological.com. Remember that as specified by Spanish law, you have 14 calendar days from the purchase of your item to request a return.