FAQs

Where is your shop located?

Your happy mails came all the way from the Philippines.

-------------------------------------------------------------- 

SHIPPING

-------------------------------------------------------------- 

My tracking says “no information available at the moment”. 
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system.

-------------------------------------------------------------- 

Customs fees or Taxes
We are not responsible for any customs fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get customs fees when they arrive in your country.

-------------------------------------------------------------- 

Lost in the mail?

If the package didn't arrive in 10 weeks (international) & 3 weeks (domestic) since the day it was shipped, please contact us and we will do our best to help you out.

KeenaPrints is NOT RESPONSIBLE for lost mail. We are not able to provide any refunds if your order gets lost.

By making a purchase with our shop, you acknowledge this risk.

PhilPost https://tracking.phlpost.gov.ph/

Xend Express http://tracker.xend.com.ph/

Since the items are no longer with us upon their pickup, all follow-ups should be coursed through the courier should you encounter any delays. 

-------------------------------------------------------------- 

Where can I find my International tracking number? (for orders shipped via Xend Express)

1. Visit this page: http://tracker.xend.com.ph/
2. Type-in the Xend tracking number that was emailed to you by us. Example: 505001161
3. Scroll down the page until you see this:

You may use both tracking number/s to follow up your package to your local post office.

--------------------------------------------------------------

ORDERS

-------------------------------------------------------------- 

Do you accept custom orders?
We do not accept custom orders at the moment.

-------------------------------------------------------------- 

I have a problem with my order.

Please contact us as soon as you receive the package so we can help you resolve it. Photos will help a lot.

-------------------------------------------------------------- 

Refund and cancellations

Please note we do not allow any refund/cancellations once your order has been placed. All sales are final.

-------------------------------------------------------------- 

I ordered using a coupon code but wasn't able to pay on time. Can I reuse my coupon code?

No. Coupon codes are for one-time use only and forfeited when payment due date lapses.

-------------------------------------------------------------- 

PH ORDERS

-------------------------------------------------------------- 

How much is the exchange rate of USD to Philippine peso?

You may check it here: 1 United States Dollar equals

-------------------------------------------------------------- 

If you have other questions, please contact us here.