My shipment never arrived. What do I do?

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 Keeps.com website, or email at help@keeps.com.

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