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My shipment never arrived. What do I do?

Written by Demetri KaragasLast Updated 5/14/2024

We're sorry to hear your Keeps treatment hasn't arrived. We recommend checking the tracking information in the shipping confirmation email you received to see the status of your shipment. It usually takes 5-7 business days after the order ships for it to arrive.

Please contact us for a replacement if:

  • it has been 10 or more business days since your order shipped and it still has not arrived. The Keeps Replacement Policy requires 10 business days to have elapsed after your treatment is shipped before we can send you a replacement.
  • it has been 3 or more business days since your package was marked delivered, but you haven't received it. Shipping carriers will sometimes mark or scan packages as delivered but not deliver them until a few days later.
  • you received your package, but an item was missing, defective, or damaged. You must report this within 30 days of the original ship date to receive a free replacement. If more than 30 days have elapsed after the original ship date, we reserve the right to deny any financial relief.

To request your free replacement shipment, submit a request or reach out to our Care team by calling or texting 833-745-3377, chat by clicking on "Support" in the bottom right corner of the website, or email at

Our customer support hours are:

  • Text and Email: Monday - Sunday, 10am-6pm EST
  • Chat: Monday - Friday, 10am-6pm EST
  • Phone Support: Monday - Friday, 8am-8pm EST
My shipment never arrived. What do I do?

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Our customer support hours are:

Monday - Sunday
Text and email
10am-6pm EST

Monday - Friday
Phone support
8am-8pm EST

10am-6pm EST

Please text or call us at (833) 745-3377, chat us, or email us at

Para soporte en español, envíenos un mensaje de texto a (833) 745-3377 o envíenos un correo electrónico a