What do I do if my Keeps order is missing or damaged?

Please note: Our replacement policy requires 10 business days to have passed between the date your treatment was shipped before we can send you a replacement.

If your package was marked delivered, but you didn't receive it, please wait a few days. Shipping carriers will sometimes mark or scan packages as delivered but not deliver them until later.

If you still have not received your package 3 business days after it was marked delivered, please submit a request for a replacement shipment. You may also 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

If you need to report a missing, defective, or damaged item, you may also submit a request or contact the Care team. 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.