Domestic Shipping and Issues
How much does it cost?
Shipping is included for domestic orders over $50.
For all other orders, and for optional shipping upgrades, shipping will automatically calculate for you at checkout!
How long does it take & what are your options?
Your delivery date will depend on a few factors, like what day and time your order is placed, where you're having your order shipped to, and which shipping option you select.
Orders are typically shipped within 24 hours of purchase, except on weekends.
We utilize multiple carriers for fulfillment. Our most common carriers are USPS, UPS, FedEx, and DHL.
Once your order has shipped, you'll receive an email with your order's tracking information. Please allow up to 48 hours for tracking information to populate on your tracking link.
Please be advised:
- Overnight & 2-Day orders placed after 10:00am PST will ship the following business day.
- Shipping estimates do not include weekends. Overnight & 2-Day orders that ship on Friday should arrive the following Monday or Tuesday, respectively.
What are common issues with domestic shipping?
My order was shipped to the wrong address
If your order is headed to the wrong place, contact us right away and our support team will assist you!
My tracking information is not updating
Tracking information typically populates within 48 hours after shipment, as soon as the carrier performs the initial scan.
Occasionally, when carriers are extra busy, the initial scan can actually get missed, but a second scan usually occurs within 48-72 hours. This is especially common during the holiday season.
If three (3) business days have passed and tracking has not updated, please contact our support team at care@ketone.com.
My tracking says it's DELIVERED but I don't have my order
- Marked as Delivered Up to 24 Business Hours in Advance
Carriers use automated systems that update package status at various checkpoints. These systems sometimes mark packages as "out for delivery" or "delivered" based on scheduled projections rather than actual delivery completion. This projection is meant to streamline tracking but can sometimes lead to premature delivery notices.
Give the carrier 24 business hours to make the delivery, otherwise please contact our support team at care@ketone.com.
- Lost/Stolen
Please check all possible delivery locations around your property, including your mailbox, front porch, lobby, leasing office, or any secure package drop spots. Also, ask neighbors or your building manager if the package was left in a shared area, as carriers sometimes place packages in these spots.
If you still can’t locate the package after checking, please contact care@ketone.com for help.
