FAQ

General Questions

What are the support hours?


Our support team is available from 9:00 a.m. to 4:00 p.m. from Monday to Friday (Eastern Standard Time).

How can I contact Secure FOB Team?

For Secure FOB customer satisfaction is the main priority. Email: Feel free to send us an email at info@secure-fob.com for any queries or concerns. Our team typically responds within 12-24 hours.

Which languages are available for support?

We offer support in the following languages:

  • English

How long does it take to get a response?

We usually answer immediately during our business hours, but in other cases within 24 hours.

What happens after I place my order?

  1. Order Confirmation: Immediately upon order placement, you'll receive an automatic confirmation. This lets you know that we've successfully received your order.
  2. Order Preparation: Concurrently, our warehouse team gets notified of your order. They diligently pick your selected product(s), package them securely, and prepare the order for dispatch.
  3. Shipping and Tracking: Once your order is fulfilled and ready for dispatch, you'll automatically receive a tracking number. This allows you to monitor the shipment progress of your order and know when to expect it.

Remember, our commitment is to provide a seamless and stress-free shopping experience from the moment you place your order until it's safely delivered to you. Should you have any questions or require further assistance during any stage of this process, please reach out to our customer support team. We're always here to help!

Do I need a customer account?

No, we respect your privacy. Of course, you are welcome to place your order as a guest without having to register as a customer. However, a customer account offers some advantages:

  • Faster shopping
  • Save data and settings
  • Manage default payment method
  • Order overview & detailed information

Product and Installation

Are all items in the shop always in stock and ready for shipping?

All items listed on our website are always in stock and available for shipping unless specifically stated as sold out. If there are any delays in terms of production, our support team will inform you immediately.

How does the Secure FOB work?

Secure Fob functions through a smart chip that wraps around the battery of your key fob, equipped with a motion sensor to monitor its activity. The technology behind keyless systems involves constant emission of radio waves to track the key's location and respond instantly when needed.

When your keys are idle, Secure Fob's chip disconnects the battery, ensuring it stops emitting radio waves. This simple yet effective mechanism shields your vehicle from the threat of relay theft - a method used by thieves employing tools like Keyless Extenders. These tools capture and mimic the radio signal from your key fob, allowing them to unlock your car even when the keys are far away.

By disconnecting the battery, Secure Fob essentially makes your keys 'invisible' to such devices when they are not in use. The moment you pick up your keys, the motion sensor on the Secure Fob chip detects this activity and promptly reconnects the battery, ensuring your keyless system functions as needed without delay. It's a seamless process that enhances the security of your keyless system without disrupting its convenience.

How to install Secure FOB?

Installing Secure Fob is a straightforward process. The device, a slim chip, is designed to slot in from both sides of your key fob's battery. If you've ever replaced your key fob's battery, you'll find installing Secure Fob a breeze. If not, don't worry; we've got you covered!

You can find a battery replacement guide for your specific vehicle model in the form of videos or refer to your vehicle's user manual, which always includes such instructions.

To install Secure Fob, align the mounted part of the chip with the '+' pole of the battery. The chip will then act as a conductor. In some cases, the battery and the chip might not fit together due to the battery's thickness. If so, you may need to switch to a slimmer battery (for instance, switching from a CR2450 to a CR2032) to accommodate the chip.

How does Secure FOB affect battery consumption?

The Secure FOB has no effect on battery consumption. The chip has a very low power consumption, which usually extends the battery life. The surface coating of the chip also ensures greater resistance to mechanical and climatic conditions.

Can I install the Secure FOB myself without having any knowledge?

Absolutely! Secure Fob is a sleek chip designed to fit snugly on both sides of your key fob's battery. If you've ever handled the replacement of your key fob's battery, you should find the installation of Secure Fob quite straightforward, without the need for any technical assistance.

Shipping & Returns

How can I change/cancel my order?

If you need to change or cancel your order, please contact us as soon as possible. We're able to accommodate changes or cancellations only if the order hasn't been dispatched from our warehouse yet.

To make a change or cancellation, follow these steps:

  1. Contact our customer service team immediately through either the Contact Us form on our website or by email at info@secure-fob.com.
  2. Provide us with your order number and clearly state that you wish to change or cancel your order.

Please note, if your order has already been dispatched, it won't be possible to make changes or cancel the order. In that case, you may return the item to us in accordance with our Returns Policy once you receive it. Our customer service team is always here to assist and guide you through this process.

Who delivers my parcel?

Our commitment is to provide you with a flawless and swift delivery experience. Hence, we exclusively partner with UPS to ensure that our products reach you in perfect condition and in the most efficient timeframe.

Where can I find my tracking number?

Once your order is on its way, an automatic email with the tracking number will be sent to you. Additionally, you can log into your account on our website for comprehensive information about your package's status. If you haven't received this email, reach out to our customer service team who will happily assist you with any needed details. Remember to check your 'Spam' folder, as sometimes our emails might land there

How exactly does a return work at Secure FOB?

At Secure FOB, we strive for 100% customer satisfaction and understand that there may be instances when you may need to return a product. Here's how our return process works:

  1. Initiate a Return: To start a return, you need to contact our customer service team at info@secure-fob.com or through the Contact Us form on our website. Please include your order number and the reason for return in your message.
  2. Return Approval: After receiving your request, our team will assess your return request. If your return is approved, we will send you a confirmation email with the return shipping details and instructions.
  3. Pack and Ship: Safely pack the item you're returning and send it to the address provided in the confirmation email. It's important to include any original packaging and accessories that came with the product.
  4. Inspection and Refund: Upon receiving the returned item, our team will inspect it. If the item is in its original condition, we will process a refund to the original payment method used. It usually takes around 5-10 business days for the refund to appear in your account.

Please note that return shipping costs are the responsibility of the customer, unless the item is faulty or not as described. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

If you have any questions about the return process, don't hesitate to reach out to our customer service team. We're here to help!

What can I do if my package could not be delivered?

If your package could not be delivered, don't worry. Here are a few steps you can take:

  1. Verify Your Shipping Address: Occasionally, non-delivery happens due to incorrect or incomplete addresses. Please check the shipping address you provided during your order placement to ensure it's correct.
  2. Contact Your Shipping Carrier: If your address was correct, the problem might lie with the carrier. There could have been an issue preventing them from completing the delivery. If this is the case, you should have received a notice from them. Reach out for more information and to reschedule delivery, if possible.
  3. Contact Secure FOB Customer Service: If you are unable to resolve the issue or need further help, feel free to get in touch with Secure FOB's customer service at info@secure-fob.com or via the 'Contact Us' form on our website. Make sure to include your order number and a brief explanation of the problem in your message.

We are committed to resolving your issue promptly and ensuring that your package reaches you as soon as possible. Our team is here to assist you every step of the way.

Can I return the item if I am not satisfied?

Absolutely, at Secure FOB, your satisfaction is our priority. If you're not completely satisfied with your purchase, we are here to help.

You can return your item(s) within 30 days of receiving your order if it's in its original, unused condition. To initiate a return, please contact our customer service team at info@secure-fob.com. Include your order number and the reason for your return in your message, and we'll guide you through the process.

Please note that you will be responsible for return shipping costs, and we recommend using a trackable shipping service or purchasing shipping insurance for items of significant value. We cannot guarantee that we will receive your returned item without this.

Once we receive and inspect the item, we'll send you an email to notify you that we've received your returned item. If your return is approved, a refund will be processed to your original method of payment. Please allow some time for your bank or credit card company to process and post the refund too.

Please note that it's important for us to receive the item in its original, unused condition. Any item not in its original condition or damaged or missing parts for reasons not due to our error may not be eligible for a refund. For more detailed information, please refer to our return policy.

How long does it take to get my money back after returning the product?

The statutory period for a refund is 30 days from receipt of the returned product. However, the reimbursement period doesn’t usually exceed one week.

I ordered the wrong product. Can I exchange it?

Yes of course, in such case contact our customer service within the return period that is 30 days after receiving the product .

My product is not as described or is damaged, how can I exchange the product?

We're sorry to hear that you received a product that was not as described or is damaged. At Secure FOB, we take pride in the quality of our products and service, and we'll do our best to resolve this issue as quickly as possible.

To initiate an exchange, please follow the steps below:

  1. Contact us within 7 days of receiving your item. You can email our customer service team at info@secure-fob.com. Please include your order number, a description of the issue, and any relevant photos of the damage or discrepancy.
  2. Our team will review your request and respond with further instructions. If your exchange request is approved, we will provide details on how to return your original item.
  3. Upon receipt and inspection of the original item, we will ship out a replacement to you as quickly as possible.

Please note that the returned item must be in the same condition that you received it in. If the item is not returned in its original condition, we may not be able to honor the exchange.

If the issue was due to a mistake on our part, Secure FOB will cover any shipping costs associated with the exchange. If the product was damaged during transit, we will work with the shipping carrier to understand what may have happened and to prevent future incidents.

We appreciate your understanding and patience as we work to resolve this for you. Our goal is to ensure your satisfaction with our products and service.

Payment

How can I be sure that I will receive my order after a successful payment?

Your peace of mind is important to us. After you've successfully completed a payment, you will receive an email confirmation of your order. Then, once your package has been dispatched, you'll get another email containing a tracking number. This allows you to monitor your package's journey right up to your doorstep. We've partnered with reliable courier services to ensure prompt and secure delivery of all orders. However, if there are any issues or concerns, our customer service team is ready to assist you promptly.

Which payment options does Secure FOB offer?

At Secure FOB, we aim to make your shopping experience as convenient as possible. That's why we offer a variety of payment options to suit your needs. You can choose to pay with Visa, MasterCard, or American Express. For those who prefer digital payment platforms, we also accept PayPal and Apple Pay. With these options, we hope to provide a smooth and effortless transaction process for all our customers.

Are there any fees when paying by credit card or PayPal?

No, there are no additional fees when you choose to pay with either a credit card or PayPal at Secure FOB. We aim to make the payment process as straightforward and transparent as possible, so you can focus on the benefits of your purchase without worrying about hidden charges.