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Home > Keenz FAQs > Shipping & Cancellation Policy
Shipping & Cancellation Policy
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Order Fulfillment and Shipment Timelines 

We aim to ship orders from our warehouse in Georgia within 48 hours, Monday through Friday, except for pre-order items. The expected ship date for pre-order items is noted on the product pages. During major sales and periods with high order volumes, order fulfillment times can be extended. Orders are not shipped on major holidays.  

 

We currently ship to the 48 contiguous states of the USA. We do not ship internationally at this time. If you are located internationally, we recommend sending your order to a friend or family member in the United States who is willing to forward it to you. 

 

Once orders leave our warehouse with the carrier, we can no longer control the shipping timelines. All delivery timelines are determined or changed by the carrier. If there are any concerns with estimated delivery dates, please get in touch with the carrier. 

Shipping Charges 

Orders over $100 ship free of charge. 

 

Expedited shipping options and estimated costs are available at checkout. Our system will send an order confirmation after a completed order. Another email with tracking information will be sent after the order ships. Please note that there can be a 2-hour delay between shipment from our warehouse and the tracking email delivery. 

 

Please note that the estimator at checkout is an estimation (shown in image below), and not a guaranteed delivery time frame. Keenz is not liable for carrier delays. 

Carriers 

We use multiple factors, including our warehouse location, your shipping address, and the weight of your package, to determine the most efficient shipping carrier for your order. The carriers delivering your package may be the U.S. Postal Service (USPS), United Parcel Service (UPS), or FedEx Ground. 

 

WAGONS REQUIRE SIGNATURE FOR DELIVERY: All wagons are shipped via FedEx Ground, and someone must be available to sign for the delivery at the address on the mailing label. It does not need to be the specific individual on the label. If a delivery attempt is made, but no one is there to sign for the package, the FedEx driver will leave a door tag at the recipient’s door.  

 

FedEx drivers typically try to deliver a package up to three times. If a label has been applied to the back of the door tag, the driver was unable to leave the package due to signature requirements. The label on the door tag includes the pickup location address, business hours, and the time the package will be available. The door tag and a government-issued photo ID are required for pickup. If you want FedEx to reattempt a delivery, call 1.800.463.3339.    

 

Alternatively, you can request FedEx deliver your package to a location of your convenience. This can be done by calling FedEx (1.800.463.3339) or using the delivery manager located on their tracking webpage. Please use the tracking number provided for your order to begin this process. 

Lost and Stolen Packages 

Occasionally, shipping issues may occur, causing shipping delays, incorrect delivery, or a lost package. Keenz can provide a refund or reship orders with proof of the loss. We can also file claims with FedEx if packages have not been marked as delivered according to the tracking information. 

 

First, check your tracking information to confirm where your package is in the delivery process. 

 

If the package says it was “delivered” but you do not have the package in your possession, start by checking any places where the package might have been delivered (for example, the mail room of your apartment, the side door of your home, etc.) If you are unable to locate the package on or around your property, check with neighbors to see if the package was delivered to the wrong house. 

 

Occasionally, carriers will mark packages as delivered before they are actually delivered. Give the carrier 1-2 additional business days to deliver your package during busy holiday shipping times.  

 

To process a refund, or reship the order, we require a statement of loss or improper delivery from the carrier or approval of a FedEx claim. 

 

To begin this process, file a lost package claim with your delivery carrier. The carrier will need to provide proof of delivery, a statement of loss or improper delivery, or approval of a FedEx claim. Once you have the documentation that proves your package was not delivered, please email us at [email protected] with your order number and the proof from the carrier.   

Responsibility for Lost and Stolen Packages 

Keenz is not responsible for packages stolen after they were correctly delivered to your address. To limit the theft of packages, we require signatures on wagon deliveries. If your wagon is delivered without your signature, please contact FedEx directly.  

 

Keenz is not responsible for orders that are delivered to incorrect locations due to typos or other incorrect entry of address by the customer. If you have mistakenly put the wrong address and the order has shipped, you will have to contact the carrier for an address change, and any charges associated with the request are the responsibility of the customer.  

 

Always double-check the shipping address for your order, especially when using other payment sites such as PayPal or ShopPay. Ensure you have updated your address on these websites before using these payment methods, or your shipping address may auto-populate as incorrect for your order. 

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