Shipping Policy

At Kinfolk Keepsake, each puzzle is made to order especially for you. Because our products are produced after your order is placed, please allow time for both production and shipping when estimating when your order will arrive.

Order Processing & Production

Most Kinfolk Keepsake orders are processed and produced within approximately 1–3 business days after your order is successfully placed.

Business days do not include weekends or major holidays.

During holidays, promotional periods, new product launches, or unusually high order volume, production may take slightly longer.

Once your order has completed production and has been prepared for shipment, tracking information will be provided when available.

U.S. Shipping

For orders shipped within the United States, delivery generally takes approximately 3–7 business days after production is complete.

Most customers can therefore expect their order to arrive within approximately 4–10 business days from the date the order is placed, although this is an estimate and not a guaranteed delivery timeframe.

Delivery times may vary depending on:

• Destination

• Carrier volume

• Weather conditions

• Holidays

• Transportation disruptions

• Production volume

• Other circumstances outside our reasonable control

Made-to-Order Fulfillment

Kinfolk Keepsake products are made to order through our professional production and fulfillment partners.

Your order may ship directly from the facility responsible for producing your item. For this reason, the return address or shipping origin shown on your package may be different from the Kinfolk Keepsake business location.

This is normal and does not affect the authenticity of your Kinfolk Keepsake purchase.

Shipping Charges

Any applicable shipping charges will be displayed during checkout before your order is completed.

From time to time, Kinfolk Keepsake may offer free shipping promotions or other shipping incentives. Any promotional shipping terms will be displayed on our website or during checkout and may be subject to additional conditions.

Tracking Your Order

When tracking information is available, you will receive a shipping confirmation containing your tracking details.

Please allow 24–72 hours after receiving your tracking number for tracking information to begin updating. In some cases, a shipping label may be created before the carrier performs its first physical scan.

Tracking updates are controlled by the shipping carrier and may occasionally be delayed.

Multiple Items

If your order contains multiple products, items may occasionally be produced or shipped separately.

If this happens, you may receive more than one package or tracking number. You will not be charged additional shipping solely because we divide an order into multiple shipments after purchase.

Shipping Address Accuracy

Customers are responsible for entering a complete and accurate shipping address during checkout.

Please carefully review:

• Street address

• Apartment, unit, or suite number

• City

• State

• ZIP code

If you notice an error after placing your order, please contact us as soon as possible.

Because orders are submitted for production shortly after purchase, we cannot guarantee that an address can be changed once production or fulfillment has begun.

Kinfolk Keepsake is not responsible for orders delivered to an incorrect address that was provided by the customer.

Returned or Undeliverable Packages

If a package is returned because of an incorrect or incomplete address, failed delivery attempt, refusal of delivery, or another issue outside of our control, please contact us.

Additional shipping charges may apply if reshipment is requested.

Orders that must be reproduced because they were shipped to an incorrect address supplied by the customer may also require additional charges.

Lost Packages

If your tracking information has not updated for an extended period or your package appears to be lost in transit, please contact Kinfolk Keepsake so that we can review the shipment.

We may need to allow the carrier's normal delivery or investigation period to pass before a package can officially be considered lost.

If a shipment is confirmed lost in transit, we will work with our fulfillment partner and carrier to determine the appropriate resolution, which may include a replacement or refund.

Packages Marked Delivered

If tracking shows your package as delivered but you cannot locate it, please first:

• Check around your delivery location

• Check with members of your household

• Check with neighbors when appropriate

• Check your mailbox, parcel locker, front desk, leasing office, or other secure delivery location

• Contact the shipping carrier for additional delivery information

Carriers sometimes mark packages delivered shortly before the package actually arrives.

If you still cannot locate your package after taking these steps, please contact us and we will assist you in reviewing the shipment.

A package marked delivered by the carrier is not automatically considered lost.

Damaged Packages

If your order arrives damaged, please contact us within 7 days of delivery.

Please include:

• Your order number

• A description of the damage

• Clear photos of the product

• Photos of the shipping box or packaging

• A photo of the shipping label when possible

Please keep the product and packaging until your claim has been reviewed.

Qualifying damaged or defective orders may be replaced or refunded in accordance with our Return, Exchange & Refund Policy.

Missing or Incorrect Items

If your order arrives with a missing component, incorrect product, manufacturing defect, or other fulfillment error, please contact us within 7 days of delivery.

Include your order number and photographs whenever possible so that we can resolve the issue quickly.

Delivery Estimates

All production and delivery timeframes listed by Kinfolk Keepsake are estimates rather than guarantees.

Once a package has been transferred to the shipping carrier, circumstances outside of our control may affect delivery.

Kinfolk Keepsake is not responsible for reasonable carrier delays resulting from weather, holidays, transportation disruptions, natural disasters, labor interruptions, or other events outside our control.

However, if you experience a significant shipping problem, please contact us and we will do our best to help.

Holiday Ordering

Shipping carriers and production facilities experience increased volume during major holidays.

If you are purchasing a Kinfolk Keepsake puzzle as a gift or for a specific event, we strongly recommend ordering early.

We cannot guarantee arrival by a particular holiday, birthday, celebration, or event date unless a guaranteed delivery service is specifically offered and selected at checkout.

International Shipping

International shipping availability, rates, and delivery estimates may vary by destination.

If international shipping is available for your location, applicable shipping costs and available delivery options will be displayed during checkout.

International customers are responsible for any applicable customs duties, import taxes, VAT, brokerage fees, or other charges imposed by their country unless otherwise stated at checkout.

International orders may experience additional customs or carrier delays outside of Kinfolk Keepsake's control.

Order Changes & Cancellations

Because Kinfolk Keepsake products are made to order, orders may enter production shortly after they are placed.

If you need to change or cancel an order, please contact us as soon as possible.

We will make every effort to accommodate your request, but changes and cancellations cannot be guaranteed once production has begun.

Please see our Return, Exchange & Refund Policy for additional information.

Questions About Your Shipment

If you have questions or concerns regarding your Kinfolk Keepsake order, please contact us through the Contact Us section of our website.

Please include your order number whenever possible so we can assist you more efficiently.

Kinfolk Keepsake
The Story Is Ours.