SHIPPING POLICY

We want every gift you choose to arrive safely and on time. Below you will find all the details about our shipping destinations, rates, processing times, and tracking – please take a moment to read them before placing your order.

1. Shipping Destinations

Currently, KindlyKeepsake ships only to the following countries and regions:

• United States;

• Canada; and

• Mexico.

Orders with delivery addresses outside these areas cannot be completed at checkout.
All orders are fulfilled from our warehouse in the United States.

2. Shipping Rates and Estimated Transit Times

United States
Estimated transit time: 7–20 business days
Orders of US$50 or more: Free shipping
Orders below US$50: US$7.00

Canada
Estimated transit time: 10–30 business days
Orders of US$50 or more: Free shipping
Orders below US$50: US$8.00

Mexico
Estimated transit time: 20–30 business days
Orders of US$50 or more: Free shipping
Orders below US$50: US$12.00

All shipping rates are displayed in US dollars (US$).

3. Processing Time

Processing time is the period between when you place your order and when we hand it over to the shipping carrier.
Most in‑stock items are processed within 2–7 business days. Business days do not include weekends or public holidays.
Processing may take longer during peak sales periods, public holidays, inventory adjustments, or when an item requires additional production or quality inspection.
DIY kits, personalised items, or made‑to‑order products may require extra processing time, as noted on the relevant product page.
If an item becomes unavailable or significantly delayed, we will contact you using the email address you provided with your order.

4. Delivery Estimates

Transit time begins when the order has been dispatched, not when the order is placed.
Estimated total delivery time = processing time + transit time.
Delivery estimates are not guarantees. Delays may occur due to:

• An incorrect or incomplete delivery address;

• Customs clearance;

• Severe weather;

• Public holidays;

• Carrier disruptions;

• High shipping volumes; or

• Other circumstances beyond our reasonable control.

Please double‑check your delivery address before submitting your order.

5. Tracking Information

After your order has been dispatched, we will send you a shipping confirmation email with the available tracking information.
You can also log in to your customer account and check the “Orders” section for the latest status.
Tracking information may take a few business days to update after dispatch – we appreciate your patience.
If your order contains multiple items, they may be shipped in separate packages. In that case, you may receive more than one tracking number.

6. Customs Duties and Import Taxes

Orders delivered to Canada or Mexico may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by the destination country.
Unless we expressly state otherwise at checkout, these charges are not included in the product price or shipping fee and are the customer’s responsibility.
If a package is refused due to unpaid customs duties or taxes, we may deduct applicable return shipping, customs, and handling costs from any eligible refund, where permitted by law.
We cannot declare an order as a gift or declare a value lower than the actual purchase price.

7. Incorrect or Incomplete Addresses

Customers are responsible for providing an accurate and complete delivery address.
If you notice an address error, please contact us as soon as possible. We cannot guarantee that we can change the address once the order has entered processing or has been dispatched.
Any additional shipping, return, or redelivery costs arising from an incorrect or incomplete address may be the customer’s responsibility, where permitted by law.

8. Lost, Delayed, or Delivered Packages

If tracking has not updated for an extended period, or if you believe your package may be lost, please email us at service@kindlykeepsake.com with your order number – we will look into it for you.
If tracking shows that a package has been delivered but you cannot find it, we recommend you:

• Check the delivery location and surrounding area;

• Ask household members, neighbours, or building management;

• Contact the shipping carrier directly; and

• If the issue remains, reach out to us and we will help you further.

A delivery investigation may take some time and may require additional information from you.

9. Refused or Undeliverable Packages

If a package is refused or cannot be delivered due to an incorrect address, failure to collect the package, unpaid customs charges, or any other reason attributable to the customer, we may deduct applicable return shipping, customs, and handling costs from any eligible refund, where permitted by law.
Refund eligibility will be assessed after the package has been returned and inspected.

10. Contact Us

If you have any questions about shipping or delivery, please email us and include your order number:

Brand: KindlyKeepsake
Website: www.kindlykeepsake.com
Customer Service Email: service@kindlykeepsake.com
Website Operator and Legal Business Name: Datong Yishangxuan Information Consulting Co., Ltd.
Registered Business Address: Room 1205, 12th Floor, Hongxing Building, Dongxin International, Yongtai South Road, Datong Economic and Technological Development Zone, Shanxi Province, China
(Please note: this registered address is not a product return address. For returns, please contact us via email first.)

If you have any questions about this policy, feel free to write to us anytime. We are here to make sure every gift’s journey is a smooth one.