Generally, U.S. orders ship in 2-4 business days, not including weekends and federal holidays. In some instances and in certain zip codes, deliveries may be made on Saturday and Sunday.
Shipping estimates can vary depending on product availability. You can see estimated shipping dates under the "Add to Cart" button.
Please note that some products come in multiple boxes and might arrive on different days.
Once your order has shipped, you can track your order here using your order number or the tracking number in your shipping confirmation email.
Delivery usually takes 2-5 business days with UPS/FedEx. All orders are shipped from Seattle, WA.
We currently ship to the continental U.S only (lower 48). We're working towards being able to ship internationally in the future.
Please note that many of our products ship as separate components in multiple boxes, for example The Keeps Bed will arrive as three separate boxes. We will only ship a product if all components for the product are in stock. While our preferred shipping partner UPS does their best to deliver all component boxes on the same day, sometimes individual boxes of components do arrive a day or two apart. This is both normal and unavoidable. When orders contain multiple products, for instance The Keeps Bed, The Headboard, and the Nightstand, we will ship each product separately when all of the product’s component boxes are in stock. This may result in you receiving some products quite a bit in advance or behind other products in your order based on the shipping timeframes on their product pages.
If you did not receive all of your products or all of your product components in your order confirmation we kindly request you to check the shipping confirmation to see which products you should have received in this shipment. If you did not receive all of your products or product components in the shipping confirmation we kindly request you to wait a day or two and/or check the status using the tracking ID numbers in the shipping confirmation email.
If after 2 days you still have not seen all items in the shipping confirmation, please reach out to our customer service team at help@builtforkeeps.com. Please include the order number and ideally the tracking numbers for the missing items.
Damaged products are those that arrive to you with obvious breakage, gouges, tool marks, or cracks that happened during the manufacturing process or during shipping and handling to you. Any breakage, gouges, marks or cracks that happen after you have taken delivery are considered normal wear and tear by you and are not considered damage by us.
Defective products are those with manufacturing imperfections or imperfections in the raw materials. We do not consider natural variation in wood grain pattern or intensity to be a defect or damage. Specifically for bed slats, these are intended to be structurally sound and not visually appealing. Any minor warping, bowing, or cosmetic blemish such as wood knots or voids in the plywood are not considered a defect and will not adversely affect their structural integrity.
If you receive a damaged or defective product, please reach out to us within 7 days of delivery. Our customer service team can be reached at help@builtforkeeps.com. Please include a description and photo of the damaged / defective item as well as the box it arrived in. Please ensure the photos clearly display the damage / defect and is helpful for us to identify if the issue happened during shipping.
We reserve the right to, and will of course, replace any damaged or defective components of your product at our sole expense. Upon receipt of requested photo documentation, we will immediately ship a replacement part to you, at our expense, and may or may not request the return shipment, at our expense, of the original damaged or defective part.
Our product will be considered acceptable to you 8 days after delivery of all non-damaged, non-defective components.
We do our best to deliver high quality products correctly as ordered, but rare exceptions occur and we are committed to quickly make things right.
If you receive products or product components that do not match your order confirmation (e.g., wrong size, wrong color, too many) please reach out to us within 7 days of delivery. Our customer service team can be reached at help@builtforkeeps.com. Please include a description of the mismatch and in the case of incorrect color or size, a photo of the box SKU sticker (i.e., it will have a barcode and say something like KPS-KB2-N-L) and/or a photo of the product to confirm the mismatch. Please ensure the photos clearly display the SKU and/or color so we can clearly confirm the mismatch.
We reserve the right to, and will of course, replace any incorrectly fulfilled component(s) of your product at our sole expense. Upon receipt of requested photo documentation, we will immediately ship a replacement to you, at our expense, and request the return shipment, at our expense, of the original component(s).
Our product will be considered acceptable to you 8 days after delivery of all non-damaged, non-defective components that correctly match your order confirmation.
Please reach out to us as soon as possible to process a cancellation before it becomes a return. Our customer service team can be reached at help@builtforkeeps.com
We accept order cancellations and provide a full refund if none of the products in your order have shipped.
Once an order or product has shipped, it can only be returned, it cannot be canceled. We may be able to accept partial order cancellation only for those products that have not shipped yet within an order.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@builtforkeeps.com. Please note that returns will need to be sent to the following address:
Keeps Home
4755 Colorado Avenue S.
Seattle, WA 98134
Returns must be received by us within 45 days of your order being delivered to you. The product must be in original condition and returned in the original Keeps packaging.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@builtforkeeps.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products such as special orders or personalized items. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items, out of box products, or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
After inspection, if the product is returned in original condition, you will receive a full refund less a restocking fee of 15% of the original purchase price and less the return shipping cost from our preferred carrier. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
Original purchase shipping and delivery charges are non-refundable. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. Please include all original packing materials and inserts. Returns will only be accepted from the original purchaser.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@builtforkeeps.com.
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