Updated January 19th 2021
We are shipping most orders within 2-3 business days.
Please contact us if you have any questions, need us to prioritize an order, or would like a more specific update on your order at TheLab@KeapBK.com.
The Keap Team
Did my order ship yet? 📦🤔
You will know if we shipped your package as you will receive a tracking email from us with the subject “Shipment confirmation—Candle tracking info.” This contains your tracking number. If you didn’t receive this email:
- Check your spam folder.
- Send us an email at TheLab@KeapBK.com using the email you used to place the order and we'll get back to you asap with an update.
My order shipped, but didn’t arrive. What now? 🚚📦
If you are concerned about a delivery, please send us a note at TheLab@KeapBK.com to highlight the issue. You can rest assured that we’ll take care of you.
Here are some common statuses and our experience about what they mean:
- Stuck in Transit: Some packages can take longer than usual randomly. Generally, they will be delivered, but if a package is still showing as “In Transit” for >1 week, we’ll take the issue up with USPS. We recommend signing up for tracking notifications on your shipment-tracking pages to be kept updated.
- Delivered, Not Received: Some packages are scanned as delivered before they actually are. In many occurrences, the package is either delivered a day or two later OR was taken in by a neighbor, so keep an eye out and ask around. If you are still package-less after 2-3 days, we will investigate with USPS on your behalf and let you know the next steps.
- Returned to Sender: This generally means the address was incorrect or the recipient never claimed the package (if held at a post office). When an item is on its way back to us, we will check in with you once your package was returned, and we’ll send it out again (with corrected information if necessary). Feel free to contact us ahead of time.
What if I have another issue with a shipment or candle? 🙈🕯
We know that other things happen to our candles outside of our control. If you experience any issues please let us know at TheLab@KeapBK.com and we will make sure to put things right. We appreciate your patience and understanding in the meantime.