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

Written by Demetri KaragasLast Updated 2/6/2023

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 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

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.

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

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Still have questions?

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