Shipping policy

ORDER FULFILLMENT

Can you ship to my address?

We ship both domestically and internationally. We can also ship to APO/FPO/DPO addresses, however transit times may take longer.

When will my order ship? (Processing time)

Orders typically take 3–5 business days to process and pack before they ship.
During the holiday season (Nov–Dec), processing may take up to 5 business days.

Processing time does not include shipping/transit time.

Do you combine orders placed separately?

We do not combine orders placed separately.

Do you offer warehouse pickup?

We do not offer regular warehouse pickup. However, we have multiple retailers that stock our merchandise. See our list of retailers here.

What is the free US shipping option?

We offer free US shipping for orders of $125+ shipping to a single US address.

The $125 threshold is based on your subtotal after discounts and before taxes.
This offer applies to orders shipping to one U.S. address.
This offer may not be combined with other discount codes.
Orders cannot be split to ship to multiple addresses with this free shipping option.

What is USPS Ground Advantage?

USPS Ground Advantage is an economy shipping option for packages within the U.S. with an estimated transit time of 2–5 business days.

Because we ship from Hawaiʻi, delivery to the continental U.S. may take longer. In some cases, we have seen Ground Advantage take up to 2 weeks.

ORDER STATUS

How long before I receive my order? (Shipping/transit time)

All domestic orders are shipped via USPS. While we cannot guarantee a delivery date, typical transit times are:

Hawaiʻi: about 1–3 business days
U.S. (continental): about 4–7 business days (may be longer with Ground Advantage)
Priority shipping: about 2–3 business days
International: typically 1–2 weeks (varies by destination and service selected)
APO/FPO/DPO: transit times vary and may take longer

Note: Carrier delays may occur, especially during the holiday season (Nov–Dec).

Who is your shipping provider?

Domestic (U.S.): USPS (United States Postal Service)
International: Customers can select their preferred shipping method at checkout (options may include DHL, UPS, FedEx and/or USPS depending on destination).

How can I track my order?

Once your order ships, you’ll receive a shipping confirmation email with tracking information sent to the email address provided at checkout.

Are there any fees for international shipments?

International sales are final. Many countries charge customs, duties, taxes, and/or clearance fees, which are the customer’s responsibility. These fees are not collected by The Keiki Dept.

For questions about what may apply to you, please contact your local customs office.

If you have any questions about international shipping, please email us at aloha@thekeikidept.com.

SHIPPING INSURANCE

Do you offer shipping protection?

Yes. Customers can opt in to shipping protection at checkout.

What is Shipping Protection?

Shipping protection is an optional service that helps safeguard your order in case of loss, theft, or damage once it leaves our hands and is with the mail carrier.

At The Keiki Dept, we are not responsible for packages once they are marked as delivered by the carrier. If an issue arises, shipping protection allows you to file a claim for a replacement or refund more quickly, without needing to navigate carrier claims on your own.

Do you offer other insurance options?

Yes. USPS shipments may include limited carrier coverage:

Up to $100 may be included with USPS Ground Advantage and Priority Mail shipments (per USPS terms)

RETURNED & LOST PACKAGES

The Keiki Dept LLC cannot be held responsible for the return of a package due to an incorrect shipping address. If a package is returned to The Keiki Dept LLC, store credit will be issued (equal to the value of the order minus shipping costs) within 7–10 business days of the package returning to our warehouse, sent to the email on file.

The Keiki Dept LLC cannot be held responsible for loss, theft, or damage once an item has left our possession and is with the nominated mail carrier. Once an item has left our possession, the only information we have is the provided tracking number. We understand how frustrating missing packages can be, and we’re happy to share steps that may help locate your package.

Packages marked “Delivered” but not received

If your tracking shows Delivered but you have not received your package:

Contact your local post office as soon as possible and ask them to review the delivery scan details (including GPS location)
Ask if they can follow up with the carrier/driver
Check around your property/mailbox area and with neighbors in case of misdelivery

Shipping Protection at checkout

We offer optional shipping protection at checkout to help cover eligible lost or stolen packages in transit.

If shipping protection was purchased: we will assist with the protection claim process and work with you on a resolution based on the claim outcome.
If shipping protection was not purchased: we are limited in the resolutions we can offer for packages marked Delivered but not received, and we may require additional time for the carrier to investigate before any resolution is considered.

USPS investigation / waiting period

In some cases, packages are scanned as delivered incorrectly and arrive within a few days. For that reason, we may require a waiting period and/or carrier confirmation before offering a replacement or refund.

Resolutions

When a resolution is offered, our standard approach is replacement first when possible. Refunds (if approved) are handled on a case-by-case basis.

If a package is located or delivered after a replacement or refund has been issued, the customer agrees to work with us to return the items or repay for the order.

Read our Refund Policy here.