COVID-19 SHIPPING UPDATE:
Kindly note that currently our Los Angeles area warehouse is facing 1-2 business days pickup delay on outbound orders, due to overall courier volume and backlog. Please expect delay on the overall shipping lead time, as well as the tracking update, with the above carriers. We appreciate your patience during these times and will work to get your order shipped as safely and quickly as possible.
HOW LONG UNTIL MY ORDER IS SHIPPED?
- We aim to process and ship all domestic orders of available products within 1-2 business days of purchase. This time is subject to change due to the nature of production, heavy order volumes, force majeure or unexpected events and holidays.
- International orders shipment times may vary. Estimated time of delivery will be determined from the selected shipping method, and associated costs will be calculated at check out.
- Our warehouse team takes a much-deserved break on weekends and national holidays, so orders placed on those days will ship the following business day.
HOW CAN I TRACK MY ORDER?
- As soon as your order is packaged and dispatched, you will receive an email notification that will include relevant tracking information and estimated delivery date. Please allow up to 24 hours from when you receive your tracking number for activity to update.
- The shipping carrier chosen at the time of check out shall be responsible for the delivery of your package. All inquiries relating to lost or damaged goods in transit shall be directed to the applicable shipping provider.
CAN I CANCEL OR CHANGE AN ORDER AFTER I’VE PLACED IT?
- Our team moves quickly to get your order processed, which means we aren’t able to make any changes to an order once it’s been placed. Please email us at email@example.com. If the item has not yet been dispatched, we can cancel the order. If the item has shipped, you will have to follow our return process once the order is received. Please note, however, that if your order is placed on a weekend, then we will do our best to have your inquiry answered the following business day.
HOW TO UNDERSTAND MY ORDER STATUS
- Processing – Your payment has been received and stock has been reduced – the order is awaiting fulfillment.
- Completed – Your order has been fulfilled and completed – requires no further action on your part.
- On-Hold – We are awaiting payment – stock is reduced, but you need to confirm payment.
- Cancelled – The order has been cancelled by you or a company administrator – no further action required
- Refunded – The order has been refunded by a company administrator – no further action required.
- Partially refunded – Certain items within your order have been refunded. This is often when products are canceled and there are still remaining items in the order to be fulfilled. Or, when you receive your order, but return a portion of the items.
- To return a purchase, your item(s) must meet the following criteria:
- Return must be received back in our warehouse within 14 days of your delivery date (i.e., the date when you received the package).
- Initiate return request by emailing firstname.lastname@example.org with your Order # and item(s).
- Once you have requested a return, you have 7 days to ship your item(s). If you do not ship your return within 7 days from the return request date, your order may be eligible for store credit only.
- No returns will be accepted without a return authorization. A return authorization is created when your return request is approved. To request a return authorization, see article “How do I return an item?”
- All items must be in their original condition. Items must be unworn, unaltered, unwashed and in their original packaging and with all associated tags and labels attached.
- Swimwear should be tried on with underwear for sanitary reasons and must have the protective hygiene strip intact.
- QEEP UP™ reserves the right to reject returns that do not comply with our return policy. Returns that fail to comply with our policy may be sent back to the original shipping address at our discretion.
- Sale items, gift cards, and items marked as non-returnable or final sale cannot be returned.
HOW DO I RETURN AN ITEM?
- Email email@example.com for a Return Authorization Number (“RA#”). Please print and enclose the RA# with the returned package.
- Return Authorization must be requested within 14 business days of receiving the item(s).
- We offer free returns for domestic orders within the US and we will provide you a prepaid return label via email.
- For international returns (including Canada), customers are responsible for return shipping costs.
- If your order has been sent to a destination outside of the contiguous United States (including, but not limited to, Hawaii, Alaska, Puerto Rico, adn Canada), customs, duties, and sales taxes are not refundable through QEEP UP™. However, you may be able to recover these by contacting your local customs bureau directly.
- We are not responsible for items lost or stolen in transit. All associated risks are assumed by the courier.
- QEEP UP™ reserves the right to reject returns which do not comply with our return policy. Returns that fail to comply with our policy may be sent back to the original shipping address at our discretion
- Once your item(s) have been returned, please allow at least 5-10 business days for your return/refund to be processed at our distribution center. For domestic orders, you can expect the refund to hit your bank or credit card account within 3-5 business days after the return has been processed. Time allotted for processing credit is subject to your bank.
- You will be notified via email once your return has been processed.
- Please allow additional time for international orders.
- Please note that any original shipping fees or charges are not refundable.
- International return shipping charges will be deducted from the refunded amount.
- It is our goal to resolve any questions you may have about your order. Contact us at firstname.lastname@example.org and let us know how we can help. Please allow up to 48 hours for a response.
DO YOU OFFER EXCHANGES?
- We are not currently offering exchanges. This allows us to create the best experience for you, and get the correct item(s) to you as soon as possible. If you are in need of a different size, color, or item, simply follow our returns process for the item(s) you no longer want, and place a new order for the item(s) you do want.
- If you received a gift and want to exchange it, please contact email@example.com.