Shipping & Returns
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 all our 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 2-3 business days of purchase. This time is subject to change due to the heavy order volumes 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 in our biodegradable mailers 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 email 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.
To return a purchase, your item(s) must meet the following criteria:
*Holiday Update* We extend our return & exchange window during the holidays. If you gave or receive a gift that needs to be returned, or have any questions about your order, please email us at firstname.lastname@example.org
- Return must be initiated within 14 days of your delivery date (i.e., the date when you received the package).
- Initiate return request by emailing email@example.com with your Order # and item(s).
- Once you have requested a return and received your return label, 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.
- All items must be in their original condition. Items must be unworn, unaltered, unwashed and in their original packaging.
- 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 firstname.lastname@example.org for return instructions.
- 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, 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.
Once your item(s) have been returned, please allow at least 5-7 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 email@example.com and let us know how we can help.
We are now offering select international shipping!
- All international customers are liable for shipping charges, duties, and taxes based on their country of residence. If the item(s) is returned, these charges will not be refunded.
- Return shipping charges will be deducted from the refunded amount. A shipping label can be provided.
- We are not offering exchanges on international orders at this time.
- If your country is not showing up as an option, please email us at firstname.lastname@example.org and let us know the items you are interested in ordering, as well as your city, country and postal code.
INTERNATIONAL DUTIES, TAXES & VAT
Qeep Up™ does not cover international shipping charges, duties, or taxes.
- Our shopping cart will display best shipping options based on value, time in transit, and expense. Some of these options may be DDP and include duties & taxes. This is subject by country. If the order ships Delivery Duties Unpaid (DDU), duties and taxes will not be included at checkout. Once the order lands in the destination country, payment of taxes and duties may be required to release the order from customs.
- Unfortunately, if you choose to return items, QEEP UP™ is not responsible for refunding VAT and duties. You may be able to contact the shipping provider to receive a refund of these duties, at your own discretion.
We will gladly exchange any unworn item(s) within 14 days. If you are in need of a different size, color, or item, simply email email@example.com for instructions.
- We offer free exchanges in the US. International customers are subject to all shipping fees.
- Items must be unworn, unaltered, unwashed and in their original packaging.
- If you received a gift and want to exchange it, please contact firstname.lastname@example.org.