Order processing
Orders are normally prepared within 1–2 business days, excluding weekends and holidays. Launches and peak periods may take a little longer.
delivery & returns
From checkout to creating, here is what to expect from a KeepHi order—and what to do when something is not quite right.
Shipping options
Available services, charges, and estimated delivery windows appear at checkout. Estimates start after the carrier receives the package and are not guaranteed.
Tracking & addresses
Tracking is emailed when available. Please enter a complete address and contact us immediately if it needs correction; changes are not guaranteed after fulfillment starts.
Returns & exchanges
Request a return within 30 days of delivery. Eligible products must be unused, unopened, in their original packaging, and accompanied by proof of purchase. Contact us before sending anything back.
Damaged or incorrect items
Inspect the order when it arrives. Tell us within 7 days if an item is damaged, defective, or incorrect, and include the order number plus clear photos of the item and packaging.
Refunds
Approved refunds return to the original payment method after inspection. Banks generally take 5–10 business days to post the credit. Original shipping is not refundable unless required by law or the return is caused by our error.
Exceptions
Opened paper rolls, used products, personalized products, gift cards, and final-sale items are not returnable unless defective or applicable law says otherwise.
Need help?
Use the KeepHi contact form and include your order number. We will route your request to the right place.
WHAT ELSE SHOULD I KNOW?
When does the return window begin?
The 30-day window begins on the delivery date shown by the carrier. Contact us before returning an item so we can confirm eligibility and provide the correct instructions.
Can I return an opened product?
Opened or used products and opened paper rolls are normally not returnable. If the item arrived damaged, defective, or incorrect, contact us within seven days so we can review the order.
What if tracking is delayed or the package appears lost?
Carrier scans can pause in transit. If tracking has not moved for several business days, send us the order number and tracking link. We will review the shipment and explain the available next step.
What if I entered the wrong address?
Contact us immediately. We will try to update the address before fulfillment begins, but a change cannot be guaranteed after the order is packed or transferred to the carrier.
What about orders placed through another marketplace?
Returns for marketplace purchases generally need to follow that marketplace’s order and return process. Keep your marketplace order confirmation and contact us if product troubleshooting is also needed.
Does this limit my legal rights?
No. Nothing on this page limits consumer rights that cannot be excluded under applicable law. Product-specific warranty information, when offered, is supplied with the product or order documentation.
