FREE SHIPPING ON ORDER OVER $75
FREE SHIPPING ON ORDER OVER $75

Shipping & Exchange Policy

Frequently Asked Questions related to your orders.

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A. Order Processing

  • Can I change or edit an order? 
  • Order cancelation or modification is accepted within 24 hours since order placement. However, we do NOT accept cancellation during the sale season (October-December) or any promotion.

    After 24 hours of order placement, orders are sent to vendors where all processes become automated and no further changes can be made.

    * Please note that we are not liable for any mistakes during the order placement process. Please check your order carefully before check out. 

    B. Shipping

  • The tracking system shows no updated progress for too long.
  • In case the tracking has not been updated for more than 2 weeks, please contact our customer support agents via email: support@keodau.com. We will swiftly contact the Supplier to inquire about the order. We will be willing to issue a refund or reship the item to you if the item is lost by post. 

  • The tracking system shows that the package was delivered to its destination, but I did not receive the package.
  • We do not offer refunds or reships for orders marked as delivered. Customers can contact their carrier (i.e., USPS/ UPS, DHL, etc.) or local post for exact details on the delivery.

     

  • The package was delivered to the incorrect address.
    1. If the package has arrived at a location different from the recipient address in the order, we will credit the base cost back to your credit card. Or, if the customer prefers, we will replace the item.
    2. If the package is returned to the sender because an invalid address was provided, we are not liable for offering replacements, refunds, or credits.
    3. If the package was returned to its sender but the address was valid and correct, we will be happy to replace and reship the order that was returned to its sender.

     C. Received Items

  • My product arrives defective or isn’t what I ordered. 
  • If the item you ordered has a major problem, we may choose to replace the item or issue a full refund within a reasonable time. This is when the item is:
      1. Not what you ordered.
      2. More than 50%  different from the description or sample in the advertisement image;
      3. Damaged due to the fault of our factory or the carrier.
      If the item is less than 50% different from the advertisement image, an investigation will be opened to reach a solution in your favor.

        • The order arrived with one or more items missing.
        • If an order arrives with a missing item, we will gladly ship out the missing piece. Please note that detailed photos (i.e. shipping label & packing slip) are required for quality control purposes.

           

        • What are the conditions for filing a complaint? 
        • We handle all complaints from the customers within 30 days of receiving the order. If you received items from one order in several parcels, the 30-days return period begins on the day you received the last parcel.

          In case your order arrives defective or different from what you ordered, please do not remove any tag; keep the shipping label and the packing slip.

          Please contact our Customer Support (support@keodau.com) to start the complaint process. Please include the following information:

          1. Order number;
          2. Specific reasons for complaint;
          3. Video or photo of the defective product (if applicable).

           

        • I have another problem regarding a received item.
        • If you cannot find the answer to your question here, we recommend you to contact customer service via support@keodau.com

          Monday - Friday: 9am to 6pm (normally respond within 24-48 hours excluding National Public Holidays)

          D. Return & Refund Method

        • How do I return my product?
        • All of the complaints will be handled without asking for a return.

           

        • When and how will I get my refund?
        • Once the compromise agreement is reached, we will issue a refund to your original payment method. Please allow 3 -5 business days for the refund to be processed.