Order Fulfillment and Shipment Timelines
We aim to dispatch orders from Georgia within 48 hours from Monday to Friday, except for pre-order items, which will have specific notes on their individual product pages. Please note that during major sales events or periods of high order volumes, order fulfillment times may extend. We do not ship orders on major holidays.
Currently, we provide shipping services to the 48 contiguous states of the USA. While international shipping is not available at this time, international customers can send orders to friends or family members in the United States who can forward packages internationally.
Once orders are handed over to the carrier, we cannot control the shipping timelines. All delivery timelines are established by the carrier. Keenz is not liable for carrier delays. If there are any concerns regarding estimated delivery dates, please contact the carrier directly.
Shipping Charges
Orders totaling over $100 qualify for free shipping.
We offer expedited shipping options; estimated costs for these services are available at checkout. Our system will send an order confirmation after purchase completion, followed by another email containing tracking information once the order has shipped. Please be aware there may be a delay of up to 2 hours between shipment from our warehouse and the delivery of the tracking email.
Please note that the delivery time estimate provided at checkout is just that – an estimate, not a guarantee. Keenz is not liable for carrier delays.
Carriers
Based on factors such as our warehouse location, your shipping address, or the weight of the package, we will determine the most efficient shipping carrier for your order. Possible carriers include the U.S. Postal Service (USPS), United Parcel Service (UPS), or FedEx Ground.
WAGONS REQUIRE A SIGNATURE FOR DELIVERY: All wagons are dispatched via FedEx Ground, and a signature is required upon delivery at the address indicated on the mailing label. The signer does not need to be the individual named on the label. If a delivery attempt is made but no one is available to sign, the FedEx driver will leave a door tag at the recipient’s address.
FedEx drivers typically make up to three delivery attempts. If a label is attached to the back of the door tag, it indicates the driver could not leave the package due to the signature requirements. The door tag provides details such as the pickup location address, business hours, and when the package will be available for pickup. A government-issued photo ID is required alongside the door tag for package pickup. If you wish for FedEx to reattempt delivery, please call 1.800.463.3339.
Alternatively, you can request FedEx to deliver your package to a location more convenient for you. This can be arranged by calling FedEx at 1.800.463.3339 or using the delivery manager on their tracking webpage, utilizing the tracking number provided for your order.
Lost and Stolen Packages
Shipping issues such as delays, incorrect delivery, or lost packages can occasionally occur. Keenz can offer a refund or reship orders with proof of the loss. We are also able to file claims with FedEx for packages not marked as delivered according to tracking information.
First, verify your package's status using the provided tracking information. If your package is marked “delivered” but is not in your possession, check common delivery spots around your property and consult with neighbors in case the package was misdelivered.
Carriers may mark packages as delivered before actual delivery, particularly during busy holiday seasons. Please allow 1-2 additional business days for your package to arrive.
For refunds or to reship an order, Keenz requires a statement of loss or improper delivery from the carrier, or approval of a FedEx claim. Start by filing a lost package claim with your carrier, who will then provide the necessary documentation. Once you have proof of non-delivery, email us at support@keenz.us with your order number and the carrier's documentation.
Responsibility for Lost and Stolen Packages
Keenz is not responsible for packages stolen after being delivered correctly to your address. To minimize theft risks, we require signatures for all wagon deliveries. If your wagon is delivered without requiring your signature, please contact FedEx directly.
Keenz is not responsible for deliveries to incorrect locations due to typos or incorrect address entries by the customer. If you entered the wrong address and the order has already been shipped, you will need to contact the carrier directly to request an address change. Any charges associated with such changes are the responsibility of the customer.
Always double-check your shipping address when placing an order, particularly when using payment platforms like PayPal or ShopPay. Make sure your address is updated on these platforms to prevent the auto-population of incorrect information.