Happy Holiday Season!

We’re currently on our holiday break and will return to the studio on January 2nd. 

We always ship packages in the order they are placed. New orders can expect to ship in the 1st and 2nd week of January. 

If you have any questions or concerns about your order, or need it prioritized for any reason, please get in touch with us at TheLab@KeapBK.com and we'll be happy to assist when we return.

With love,

The Keap Team

*****

Typically we ship most orders within 1-2 business days based on our current pouring and shipping schedules.

Once shipped, orders tend to take 1-5 business days to traverse the U.S., with locations closer to New York tending to arrive the next day and areas further away 3-5 business days.

Did my order ship yet? 📦🤔

You will know if we shipped your package as you will receive a tracking email from us with the subject “Shipment confirmation—Candle tracking info.” This contains your tracking number.

If you didn’t receive this email:

1. Check your spam folder.
2. Send us an email at TheLab@KeapBK.com using the email you used to place the order and we'll get back to you asap with an update.

My order shipped, but didn’t arrive. What now? 🚚📦

If you are concerned about a delivery, please send us a note at TheLab@KeapBK.com to highlight the issue. You can rest assured that we’ll take care of you.

Here are some common shipping updates and our experience about what they mean:

1. Stuck in Transit: Some packages can take longer than usual randomly. Generally, they will be delivered, but if a package is still showing as “In Transit” for >1 week, we’ll take the issue up with USPS. We recommend signing up for tracking notifications on your shipment-tracking pages to be kept updated.
2. Delivered, Not Received: Some packages are scanned as delivered before they actually are. In many occurrences, the package is either delivered a day or two later OR was taken in by a neighbor, so keep an eye out and ask around. If you are still package-less after 2-3 days, we will investigate with USPS on your behalf and let you know the next steps.
3. Returned to Sender: This generally means the address was incorrect or the recipient never claimed the package (if held at a post office). When an item is on its way back to us, we will check in with you once your package was returned, and we’ll send it out again (with corrected information if necessary). Feel free to contact us ahead of time.

If my order includes matches, does that impact my shipping options?  

In order to comply with shipping regulations and keep our carriers safe, we only send matchboxes by Ground. Our standard shipping service for orders that include matches is USPS Ground Advantage.

We do have expedited shipping options available at checkout, all of which can be transported by Air. If you choose expediting shipping at checkout, we will exclude any matches from your order to comply with regulations, and we’ll get your order on it’s way via the requested service as soon as possible.

What if I have another issue with a shipment or candle? 🙈🕯

We know that other things happen to our candles outside of our control. If you experience any issues please let us know at TheLab@KeapBK.com and we will make sure to put things right. We appreciate your patience and understanding in the meantime.