FAQs
Frequently Asked Questions
Products & Materials
Will my item look exactly like the photos?
We aim to display every product as accurately as possible. Please note that colors may appear slightly different depending on your screen settings and lighting conditions. Minor variations in stitching, fabric texture, and finishing are normal and make every garment unique.
Orders & Payment
What payment methods do you accept?
Visa, Mastercard, AMEX, Discover, Apple Pay, Google Pay, Shop Pay, and PayPal. Every transaction is encrypted and processed through Shopify's PCI-certified checkout.
Is my payment secure?
Yes. Our store runs on Shopify, one of the world's most trusted e-commerce platforms. Every checkout page is SSL encrypted and we never store your full payment details.
Can I cancel or change my order?
Yes, as long as you reach us within 24 hours of placing your order. After that, your order has likely entered fulfillment and we can't make changes. Email support@trykeens.com right away with your order number.
How do I apply a discount code?
Add your items to cart, head to checkout, and enter your code in the "Discount Code" box right before payment. Only one discount code can be used per order.
Shipping & Delivery
Where do you ship?
We currently ship to all 50 US states. Available shipping options are shown at checkout based on your destination.
How much is shipping?
Shipping is currently free on all orders within the United States.
How long will my order take to arrive?
US standard shipping typically takes 5 to 10 business days from the date your order ships. You'll receive a shipping confirmation email with tracking information as soon as your order ships.
How do I track my order?
You'll receive a tracking email as soon as your order ships. You can also log into your account on our site at any time to see your order status and tracking history.
What if my order arrives damaged?
If your order arrives damaged, please take photos of both the packaging and the item, then email support@trykeens.com within 7 days of delivery with your photos and order number. We'll cover everything, including return shipping if needed, and make it right at no cost to you.
What if my package never arrives?
First, check the area where the carrier would have left it and ask neighbors who might have grabbed it by mistake. Some carriers mark packages "delivered" up to 24 hours before they actually arrive. If it still hasn't shown up after an extra day, email us with your order number and we'll chase the carrier or ship a replacement.
Returns & Refunds
What's your return policy?
30-day returns from the date of delivery. If the product isn't what you hoped, return it within 30 days for a full refund. Items must be unworn, unwashed, with all original tags attached, and returned in their original packaging.
How do I start a return?
Email support@trykeens.com with your order number and a sentence about why you're returning. We'll send you return instructions and an RMA number within 1 business day.
Who pays for return shipping?
For change-of-mind returns, you cover return shipping. For damaged, defective, or wrong items, we cover everything.
When will I get my refund?
Once we receive and inspect your return (3 to 5 business days), we process your refund within 7 business days. Depending on your financial institution, it may take an additional 3-10 business days for the funds to appear in your account.
Can I exchange instead of getting a refund?
Yes. Return your original item and place a new order for the one you want. Email us if you want help coordinating the swap and we'll do our best to ship your replacement item as soon as the return is on its way back.
Still have questions?
Email us at support@trykeens.com and we'll respond within 1 business day, Monday through Friday, excluding holidays.