Have a question?
Check out our FAQs

My shipment never arrived. What do I do?

Written by Demetri KaragasLast Updated 1/4/2023

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 from 10am ET to 6pm ET, chat by clicking on "Support" in the bottom right corner of the Keeps.com website, or email at help@keeps.com.

My shipment never arrived. What do I do?

Hair Concerns?

We've got you covered


Still have questions?

Our customer support hours are:

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

Monday - Friday
Phone support and chat
Monday - Friday 10am-6pm EST

Please text or call us at (833) 745-3377, chat us, or email us at help@keeps.com.

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