Shipping Policy

Effective date: July 10, 2026

This Shipping Policy explains how orders placed through Keenfillers.com are processed, packed, shipped and delivered.

By placing an order through the Website, the customer agrees to the terms stated in this Policy.

For shipping-related questions, contact:

Email: support@keenfillers.com
Website: Keenfillers.com

1. Order Confirmation

After an order is successfully submitted, the customer will normally receive an order confirmation by email.

The confirmation may include:

• Order number.

• Products ordered.

• Billing and shipping information.

• Payment status.

• Shipping method.

• Order total.

Customers should review the confirmation carefully and contact us promptly if any information is incorrect.

Receiving an order confirmation does not always mean that the order has been dispatched or finally accepted. Orders remain subject to payment confirmation, stock availability, destination restrictions and any required verification.

2. Order Processing Time

Most orders are processed within one to three business days after payment has been confirmed.

Processing may include:

• Payment verification.

• Stock confirmation.

• Product preparation.

• Quality checks.

• Packing.

• Shipping documentation.

• Carrier collection arrangements.

During promotional periods, holidays, high-volume sales or unexpected operational delays, processing may require an additional two to three business days.

Business days generally exclude weekends and public holidays.

3. Special, Wholesale or Custom Orders

Wholesale, large-volume, custom or specially requested orders may require additional preparation time.

Where an order requires:

• Special packaging.

• Large quantities.

• Product sourcing.

• Split fulfilment.

• Additional verification.

• Custom shipping documentation.

the customer may be informed of a revised processing or dispatch estimate.

4. Shipping Methods

Available shipping methods may vary depending on:

• Destination country.

• Product type.

• Parcel weight.

• Carrier availability.

• Customs restrictions.

• Temperature-control requirements.

• Local delivery conditions.

The available shipping options and applicable charges will normally be displayed during checkout or communicated before the order is finalised.

5. Estimated Delivery Times

Estimated delivery times begin after the order has been processed and handed to the carrier.

Typical delivery estimates may include:

Domestic or Local Shipping

• Standard delivery: approximately three to five business days.

• Express delivery: approximately one to five business days.

International Shipping

• Standard international delivery: approximately three to seven business days.

• Express international delivery: approximately three to five business days for eligible destinations.

These are estimates only and are not guaranteed delivery dates.

Delivery may take longer due to customs, carrier backlogs, public holidays, weather conditions, flight disruptions, security checks or other circumstances outside the control of Keenfillers.com.

6. Shipping Charges

Shipping charges may be calculated using:

• A flat-rate fee.

• Parcel weight.

• Order value.

• Destination.

• Carrier service.

• Packaging requirements.

• Product type.

• Express-service selection.

The shipping charge applicable to an order will normally be shown during checkout.

Bulky, oversized, temperature-sensitive or unusually heavy orders may attract additional shipping or packaging charges.

Any import duty, customs tax, brokerage fee or local handling charge imposed after dispatch is separate from the shipping fee paid to Keenfillers.com.

7. Delivery Address

Customers are responsible for providing a complete and accurate shipping address.

The shipping information should include:

• Recipient’s full name.

• Company or clinic name, where applicable.

• Street name and number.

• Apartment, suite or unit number.

• City.

• State, region or province.

• Postal or ZIP code.

• Country.

• Valid telephone number.

• Valid email address.

Keenfillers.com is not responsible for delays, failed delivery or loss caused by incorrect, incomplete or outdated address information supplied by the customer.

Address changes cannot be guaranteed after an order has entered processing or been handed to the carrier.

8. Packaging Standards

Orders are packed with care to protect the Products during transit.

Packaging may include:

• Protective wrapping.

• Bubble wrap.

• Sealed bags.

• Insulated containers.

• Foam protection.

• Cooling packs.

• Tamper-evident packaging.

• Outer shipping cartons.

Packaging methods may vary depending on the Product, destination, season, carrier and estimated transit time.

Customers should inspect all packaging materials carefully before discarding them, as smaller Products may be placed inside protective wrapping or between packing materials.

9. Temperature-Sensitive Products

Certain Products may require protective or temperature-controlled packaging.

Where appropriate, these Products may be shipped using:

• Insulated boxes.

• Thermal packaging.

• Cooling packs.

• Protective foam.

• Other temperature-support materials.

Cooling packs may be partially or completely melted by the time the parcel arrives, particularly during warmer weather or longer transit periods. Melted cooling packs alone do not automatically mean that the Product is damaged or unsuitable.

The insulated packaging is intended to reduce temperature exposure during transit, but it does not guarantee that a fixed temperature will be maintained throughout the entire delivery period.

Customers must:

• Open the parcel promptly after delivery.

• Review the manufacturer’s storage instructions.

• Refrigerate or store Products as required.

• Avoid leaving the parcel outdoors or in direct sunlight.

• Contact us promptly if there is visible damage or a genuine concern about Product condition.

After delivery, responsibility for correct storage and handling passes to the customer.

10. Tracking Information

Tracking information will normally be provided after the order has been dispatched.

The tracking number may be sent by:

• Email.

• Customer account notification.

• SMS.

• WhatsApp or another agreed communication method.

Tracking activity may not appear immediately. Some carriers require additional time before the first scan becomes visible.

For international shipments, tracking may be transferred from one carrier to another. The local carrier may assign a separate tracking number once the parcel reaches the destination country.

Customers are responsible for monitoring the tracking information and responding promptly to carrier notices.

11. Delivery Monitoring

Once tracking information is available, the customer should:

• Monitor the shipment regularly.

• Check for attempted-delivery notices.

• Respond to carrier requests.

• Arrange redelivery where necessary.

• Collect the parcel from a pickup location within the allowed period.

• Contact the local carrier if the parcel appears delayed.

Keenfillers.com may assist with delivery enquiries, but the customer remains responsible for cooperating with the carrier and receiving the parcel.

12. Customs, Import Duties and Taxes

International orders may be subject to customs clearance, import taxes, value-added tax, duties, brokerage charges or other fees imposed by the destination country.

Unless expressly stated otherwise, these charges are not included in:

• Product prices.

• Shipping charges.

• Order totals.

The customer or recipient is solely responsible for paying all customs and import-related charges.

Keenfillers.com does not determine or control the amount charged by customs authorities, carriers or local tax bodies.

Customers should contact their local customs authority before ordering if they are unsure about import requirements or possible fees.

13. Customs Documentation

Customers are responsible for providing any information or documentation requested by customs, the carrier or another competent authority.

This may include:

• Personal identification.

• Business registration information.

• Importer number.

• Tax number.

• Professional licence.

• Purchase invoice.

• Product-use declaration.

• Import permit.

• Payment confirmation.

Keenfillers.com may provide available commercial documents to support the clearance process but cannot guarantee that customs will release the parcel.

14. Customs Delays

Customs inspections may delay delivery beyond the estimated timeframe.

Keenfillers.com is not responsible for delays caused by:

• Customs review.

• Regulatory inspection.

• Missing documentation from the customer.

• Import restrictions.

• Unpaid taxes or duties.

• Local authority decisions.

• Carrier clearance procedures.

We may assist with available shipment documents, but the customer must cooperate directly with the carrier or customs authority.

15. Shipping Restrictions

Some Products or destinations may be subject to shipping restrictions.

Restrictions may apply because of:

• Local laws.

• Import prohibitions.

• Carrier rules.

• Product classification.

• Dangerous-goods regulations.

• Professional-use requirements.

• Temperature-control limitations.

• Customs enforcement risks.

Keenfillers.com reserves the right to refuse or cancel an order where shipping is not reasonably or legally possible.

Where an order is cancelled before dispatch due to a destination restriction, any approved refund may be subject to non-refundable banking, payment-processing or currency-conversion charges.

16. P.O. Boxes and Military Addresses

Certain carriers may not deliver to:

• P.O. Boxes.

• APO addresses.

• FPO addresses.

• Military bases.

• Restricted government facilities.

• Remote or inaccessible locations.

Customers should provide a physical street address whenever possible.

If the selected carrier cannot deliver to the address provided, we may contact the customer for an alternative address or cancel the affected shipment.

17. Failed Delivery Attempts

A delivery may fail where:

• The recipient is unavailable.

• The address is incomplete or incorrect.

• The recipient refuses the parcel.

• The recipient fails to provide identification.

• The customer ignores carrier communication.

• The parcel is not collected from a pickup point.

• Customs documents or charges are not completed.

The customer is responsible for arranging redelivery or collection directly with the carrier.

Additional charges resulting from failed delivery may be charged to the customer.

18. Refused or Uncollected Parcels

Customers should not refuse a parcel unless instructed to do so in writing by Keenfillers.com.

Where a parcel is refused or remains uncollected:

• The carrier may return it to the fulfilment location.

• Additional return charges may apply.

• Customs or storage fees may be incurred.

• The parcel may be abandoned or destroyed under carrier rules.

A free replacement or full refund is not guaranteed where the customer failed to receive or collect the parcel.

If the returned Products are received in resalable condition, an approved refund or store credit may be reduced by:

• Original shipping charges.

• Return shipping charges.

• Customs fees.

• Carrier handling fees.

• Storage charges.

• Payment-processing costs.

• Administrative expenses.

19. Incorrect Address

If a parcel is delayed, returned or lost because the customer supplied an incorrect or incomplete address, Keenfillers.com will not be responsible for the resulting loss.

Where reshipment is possible, the customer may be required to pay:

• The new shipping cost.

• Return charges.

• Address-correction fees.

• Customs charges.

• Additional packaging costs.

Customers should verify all address details before completing checkout.

20. Lost Shipments

A shipment may be considered lost only after the carrier completes its investigation or officially confirms that the parcel cannot be located.

If a parcel appears lost, the customer should contact us within 30 days of the expected delivery date.

The customer may be asked to provide:

• Order number.

• Tracking number.

• Delivery address.

• Confirmation that the parcel was not received.

• Any communication with the carrier.

• Identification or a signed non-receipt declaration.

Keenfillers.com may open a claim with the carrier.

Depending on the investigation outcome, we may offer:

• Replacement.

• Reshipment.

• Store credit.

• Refund.

• Another reasonable resolution.

A refund or replacement will not normally be issued while the carrier investigation is still active unless otherwise agreed.

21. Damaged Shipments

If a parcel arrives visibly damaged, the customer should document the condition before opening it.

Damage claims should be submitted within seven days of delivery, or sooner where possible.

The claim should include:

• Order number.

• Tracking number.

• Photographs of the outer packaging.

• Photographs of the shipping label.

• Photographs or video of the damaged Products.

• Photographs of the internal packaging.

• An unboxing video where available.

The customer should retain the Product and all packaging until the claim has been reviewed.

Where the damage is confirmed to have occurred during transit, Keenfillers.com may offer a replacement, refund, store credit or another appropriate remedy.

22. Missing or Incorrect Items

Claims for missing or incorrect items must be submitted within 30 days of delivery.

The customer must provide:

• Order number.

• Clear description of the issue.

• Photographs of all Products received.

• Photographs of the parcel and packaging.

• An uninterrupted unboxing video showing the sealed parcel being opened.

Keenfillers.com may review warehouse records, packing photographs, shipment weights or packing video footage.

Claims without sufficient evidence may be rejected.

23. Partial Shipments

Some orders may be shipped in more than one parcel because of:

• Product availability.

• Warehouse location.

• Parcel-weight restrictions.

• Customs considerations.

• Carrier limitations.

• Temperature-sensitive packaging requirements.

The customer may receive separate tracking numbers for different parcels.

Receiving only part of an order does not automatically mean that items are missing. Customers should check all tracking details before submitting a claim.

24. Delivery Delays

Delivery may be delayed by events outside our reasonable control, including:

• Severe weather.

• Natural disasters.

• Public holidays.

• Airline disruption.

• Carrier congestion.

• Customs inspections.

• Labour strikes.

• War or civil unrest.

• Security restrictions.

• Regulatory changes.

• Epidemics or pandemics.

• Technical failures.

• Force majeure events.

Keenfillers.com will make reasonable efforts to assist with available information but cannot guarantee delivery within a specific timeframe.

25. Returns Caused by Non-Delivery

If a parcel is returned because of:

• Incorrect address.

• Failed collection.

• Recipient absence.

• Refused delivery.

• Unpaid customs charges.

• Missing customer documentation.

• Import restrictions.

the customer may be offered one of the following options:

Reshipment

The parcel may be resent after the customer pays the applicable reshipping, return and handling costs.

Store Credit

Store credit may be issued for the eligible value of the returned Products after deducting:

• Original shipping charges.

• Return shipping charges.

• Customs costs.

• Carrier fees.

• Payment fees.

• Administrative charges.

Refund

A refund may be considered where required by law or approved under the Refunds, Returns and Replacement Policy.

No refund, reshipment or store credit can be guaranteed if the parcel has been destroyed, confiscated or abandoned by customs or the carrier.

26. Customer Responsibilities

The customer is responsible for:

• Providing accurate order and delivery information.

• Selecting a suitable shipping method.

• Ensuring that the Products may be imported legally.

• Monitoring tracking updates.

• Remaining available for delivery.

• Collecting the parcel within the carrier’s deadline.

• Paying customs duties and import taxes.

• Providing requested customs documents.

• Inspecting the parcel after delivery.

• Reporting problems within the applicable timeframe.

• Storing Products correctly after delivery.

Failure to fulfil these responsibilities may affect eligibility for a refund, replacement, reshipment or store credit.

27. Shipping Insurance

Shipping insurance may be included, optional or unavailable depending on the carrier and shipping method.

Where insurance is available, coverage remains subject to:

• Carrier terms.

• Declared value limits.

• Product exclusions.

• Evidence requirements.

• Claim deadlines.

• Investigation procedures.

Insurance does not guarantee immediate reimbursement.

28. Risk of Loss

Risk of loss or damage generally passes to the customer when the parcel is delivered to the customer, recipient or another authorised person at the delivery address.

Where a parcel is marked as delivered but cannot be located, the customer should:

• Check with household members.

• Check with neighbours.

• Check safe-drop locations.

• Contact building reception.

• Contact the local carrier.

Keenfillers.com may assist with a delivery investigation but cannot guarantee compensation where the carrier provides valid proof of delivery.

29. Changes to This Policy

Keenfillers.com may update this Shipping Policy from time to time to reflect changes in:

• Shipping routes.

• Carrier arrangements.

• Packaging procedures.

• Delivery timeframes.

• Customs requirements.

• Product restrictions.

• Applicable laws.

The revised Policy will be published on Keenfillers.com with an updated effective date.

The version in effect when the order is placed will generally apply to that shipment unless applicable law requires otherwise.

30. Contact Information

For questions relating to shipping, delivery or tracking, contact:

Keenfillers.com
Email: support@keenfillers.com
Website: Keenfillers.com

Please include your order number and tracking number when contacting us so that your request can be reviewed efficiently.