Shipping policy

🚚 SHIPPING POLICY

Effective Date: 17/05/2024
Store Name: Keyesfamilystore
Legal Business Entity: Destiny Lee (Sole Proprietor)
Business Address: [address]
Support Email: support@keyesfamilystore.com
Website: https://keyesfamilystore.com
Countries We Ship To: United States, Canada, United Kingdom

📦 1. Overview

This Shipping Policy outlines how Keyesfamilystore handles order processing, packaging, shipping, and delivery. By placing an order on our website, you agree to the terms described in this policy.

This policy follows Shopify ecommerce standards and complies with consumer protection regulations in the United States, Canada, and the United Kingdom, as well as FTC shipping disclosure guidelines. Our goal is to provide transparent and reliable information about shipping timelines and responsibilities.

⏱ 2. Order Processing Time

Orders are prepared as soon as payment is successfully confirmed. Processing includes quality checks, secure packaging, and shipment preparation.

Processing Details:

  • 🗓 Processing time: 2–5 business days

  • 📅 Business days: Monday–Saturday (excluding Sundays & U.S. holidays)

  • ⏰ Daily cut-off time: 7:00 PM (EST)

  • 💤 Orders placed on Sunday: processed the next business day

Processing times may be extended during holidays, major promotions, severe weather conditions, or carrier disruptions.

🌍 3. Shipping Destinations

We currently ship to the following regions:

  • 🇺🇸 United States – All states supported (delivery times vary by location)

  • 🇨🇦 Canada – Customs duties or import fees may apply

  • 🇬🇧 United Kingdom – VAT or customs charges may apply

If we expand to additional countries, this policy will be updated accordingly.

🚛 4. Estimated Delivery Time

Delivery timeframes begin after an order has been processed and shipped.

Estimated Delivery Windows:

  • 🇺🇸 United States: 5–12 business days

  • 🇨🇦 Canada: 7–15 business days

  • 🇬🇧 United Kingdom: 7–18 business days

Delivery times are estimates only and not guaranteed. Factors such as customs clearance, weather, and carrier capacity may affect delivery speed.

💲 5. Shipping Rates

We offer flat-rate shipping based on destination. Shipping costs do not vary by order weight or distance.

Flat Shipping Rates:

  • 🇺🇸 United States: $4.99

  • 🇨🇦 Canada: $7.99 (duties or customs fees not included)

  • 🇬🇧 United Kingdom: $12.00 (VAT or customs fees may apply)

Any additional import-related charges are the customer’s responsibility.

📍 6. Tracking Information

Once your order ships, you will receive a confirmation email containing:

  • 🔎 Tracking number

  • 🌐 Tracking link

  • 🚚 Carrier information (if available)

Please allow 24–48 hours for tracking updates to appear after the carrier scans the package.

Tracking Status Guide:

  • Label Created – Order prepared, awaiting carrier pickup

  • In Transit – Package moving through the carrier network

  • Out for Delivery – Delivery scheduled for that day

  • Delivered – Package marked as delivered by the carrier

If tracking does not update for more than 5 business days, please contact support@keyesfamilystore.com.

🏠 7. Address Accuracy

Customers are responsible for providing accurate and complete shipping information. We are not responsible for delays or losses caused by:

  • Incorrect or misspelled addresses

  • Missing apartment or unit numbers

  • Invalid postal or ZIP codes

If a package is returned due to address issues, re-shipping fees may apply. Packages cannot be redirected once they are in transit.

⚠️ 8. Delivery Issues & Carrier Delays

Once an order is handed over to the carrier:

  • Delivery timelines are controlled by the carrier

  • Risk of loss transfers to the customer

  • Delivery dates cannot be guaranteed

Delays may occur due to:

  • Severe weather

  • Carrier backlogs

  • Customs inspections

  • Remote or restricted delivery locations

  • Peak shopping seasons

If a package is marked as “Delivered” but cannot be located, please:

  • Check your mailbox, porch, side door, or garage

  • Ask neighbors or building management

  • Wait 24–48 hours for possible delayed updates

  • Contact the carrier directly

Refunds are not issued for packages marked as delivered unless covered under our Return Policy.

📦 9. Lost, Stolen, or Damaged Packages

Lost Packages:
If tracking shows no movement for 10 or more business days, contact us to open an investigation.

Stolen Packages:
We are not responsible for theft after delivery. Customers are encouraged to use secure delivery locations or carrier pickup services.

Damaged Packages:
If your order arrives damaged:

  • Contact us within 48 hours of delivery

  • Provide photos of the packaging and damaged item

  • Include your order number

We will review the case and determine replacement eligibility.

🌎 10. International Shipping, Duties & Taxes

For shipments to Canada and the United Kingdom, customers may be responsible for:

  • VAT

  • Import duties

  • Customs processing or brokerage fees

These charges are not included in product or shipping prices unless stated otherwise. Customs delays do not qualify for order cancellations or refunds.

🚫 11. Shipping Restrictions

We cannot ship to:

  • Certain PO boxes (depending on carrier)

  • Restricted locations requiring special permits

  • Addresses flagged for fraud or shipping risk

We reserve the right to refuse or cancel orders that pose fulfillment or security concerns.

✏️ 12. Order Changes & Cancellations

Once an order is placed:

  • Changes are not guaranteed

  • Address updates may not be possible after processing

  • Orders cannot be canceled once shipped

Please submit change requests as soon as possible to support@keyesfamilystore.com.

⏳ 13. Pre-Order & Backorder Items

Products marked as pre-order or backorder will display estimated shipping dates on the product page. By purchasing these items, customers agree to extended fulfillment timelines.

📦 14. Multiple Shipments

Orders containing multiple items may be shipped in one or multiple packages depending on inventory availability and packaging requirements. There is no additional cost for split shipments.

📩 15. Contact Us

For shipping questions, delivery issues, or tracking assistance, please contact:

Keyesfamilystore
📧 support@keyesfamilystore.com
📍 [address]

We aim to respond within 24–48 hours during business days.