General FAQs

• Are there any limits or constraints on shipment requests? Yes, see the following:

  • Address Validation Every 15 minutes, the system validates addresses; therefore you might have to wait up to 15 minutes to find out if your shipment request has been queued for fulfillment. For more information, see Shipment Status Codes.
  • Availability of Stock/Inventory Shipment allocations may be set. For more information, see Shippable Inventory.
  • Non-subscription Purchases Shipment requests can be made for up to one year after a PO is submitted.
  • Subscription Purchases Availability of products depends on the stock/inventory from which the products are drawn. For more information, see Tier Options.

• Can there be unexpected delays in delivery of shipments?

  YubiEnterprise Delivery Service is only available during regular business days (weekdays). It is not available on weekends or official holidays, even though there are no time constraints on the creation of shipment requests, which can be generated at any time.

  YubiEnterprise Delivery Service is dependent on third parties such as courier services and is therefore impacted by their scheduled holidays.

  Yubico tries to provide notification on the Console for delivery delays of more than 2 business days. Please reach out to YubiEnterprise Services Support with any further queries on shipment delivery delay.

• Does YubiEnterprise Delivery track YubiKey serial numbers?

For organizations that are using pre-registered keys (FIDO Pre-reg service), a unique serial number is used to identify each pre-registered key. For more information, see Viewing Customization Details.

• What Personally Identifiable Information (PII) is retained by Yubico?

  Yubico retains data only as long as necessary to operate our business and to comply with statutory and regulatory requirements. We do not use this data for any purpose other than meeting our obligations to our customers (e.g. shipping YubiKeys) and to comply with applicable laws. In accordance with export controls and tax law, Yubico is required to retain shipment data for up to seven years.

• What is the data retention policy and how long is data held within the YubiEnterprise Delivery Console before being purged?

  Data is kept for seven (7) years to comply with export control and financial legal requirements.

• What happens to YubiKeys purchased on a subscription basis after expiry of the corresponding PO/term?

  Any keys not shipped are forfeited, but the date of forfeiture or expiry depends on their inventory type: see the first question in this FAQ, “Are there any limits or constraints on shipment requests?”

• What happens to YubiKeys purchased outright (perpetual) after one year in inventory?

  YubiEnterprise Delivery enables customers to request shipments for up to 12 months after the initial PO. YubiEnterprise Delivery will hold the customer’s inventory, regular or custom keys. When the twelve-month period is up, YubiEnterprise Delivery will ship the remainder of the keys to the original customer address on file. The customer will also be notified 60 and 30 days prior to the period expiry via email.

• What taxes will be charged to the customer?

  See Shipping.

• How will the customer be invoiced for the cost of shipping and taxes or VAT charged on shipping?

  See Shipping.

• How does Yubico handle customers who are exempt from VAT/sales tax?

  See Exemptions.

• What is the warranty on keys on a subscription contract?

  The warranty is extended to cover the full term of the subscription and applies as long as the subscription is active.

• Where is YubiEnterprise Delivery available?

  YubiEnterprise Delivery is available in USA, Canada, EU, UK, Norway, Switzerland, Iceland, and Liechtenstein. YubiEnterprise Delivery is not available in EU Overseas Countries or Territories.

• Can organizations that already have accounts with FedEX and UPS use those accounts with YubiEnterprise Delivery?

  No, at the moment, YubiEnterprise Delivery cannot use customer-provided shipping partner accounts.

• Can Yubico’s security keys and YubiKeys be custom programmed by Yubico for a customer?

  Yes: the minimum initial order is 10,000 or more, with subsequent orders being at least 5,000.

• What reports are available to customers to help better manage their YubiEnterprise Delivery?

  YubiEnterprise Delivery customers can log into the YubiEnterprise Delivery Console and access their purchase orders, shipment requests, address book etc. They can also download all their shipment requests and status / tracking numbers over the period.

• Our business is based in the US but has locations in Europe. Can YubiEnterprise Delivery support distribution of YubiKeys in this setup?

  Yes, this use case is supported. A business headquartered in North America, but having office locations and users in Europe will be able to receive YubiKeys at their respective locations, including residential addresses.

• We may need to have several people in the company place orders for YubiKeys. How does YubiEnterprise Delivery satisfy that requirement?

  Any individual who has administrative rights to the YubiEnterprise Delivery Console can place orders for keys through the console. Admins can be delegated across locations so that they can best gauge the numbers of users who will need YubiKeys and request shipments all at once, or over time as needed.

• What is the maximum number of YubiKeys that can be included in a shipment request?

  It depends on the country to which you are shipping. See Delivery Policies.

• Can a shipment request be cancelled?

  Yes. Shipment requests can be edited or deleted until 2am PST (10am GMT), the day after they were entered. Instructions for this procedure are given in Editing or Deleting Shipments.

• What shipping delivery options are available?

  Depending on the country being shipped to, one or both of the following will be available:

  • Normal (standard) shipping
  • Expedited (rush) shipping

  For more details, see Time Frames.

• What do you do with the zip_code field if it is not applicable, for example, for Canada and the EU countries?

  Leave the zip_code field blank and use the postal_code field instead.

• Where do I find official Yubico product images and descriptions?

  On Yubico’s Press room images and logos page are the logo and product images.

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To file a support ticket for YubiEnterprise Delivery, click Support.