FAQ

ACCOUNT

HOW DO I CHANGE MY PASSWORD FOR MY Keilai ACCOUNT?

If you’re signed into your account, just head on over to Profile, which is located below My Account and scroll down to the bottom of the page.

I FORGOT MY PASSWORD. HOW DO I RESET THE PASSWORD TO MY ACCOUNT?

Select Sign In, which is located at the top right hand side of Keilai.com, and click on “Forgot Your Password”.

HOW DO I UNSUBSCRIBE FROM EMAILS?

Simply click the unsubscribe link at the bottom of any Keilai email or contact our Outfitter team here.

ORDERING

WHERE IS MY ORDER?

You can check your domestic order status and details by using our Order Status Form or by logging in to your account. Please keep in mind that customized product will ship separately.

CAN I CANCEL OR MAKE CHANGES TO MY ORDER?

We attempt to process and ship your order as quickly as possible. Please contact us as soon as possible if you need to modify or cancel your order. We are unable to cancel or modify on your behalf after the order has shipped or once a customized product has entered production. For customized product, the timeline for production could be extended depending on the modifications made.

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?

Order processing will vary depending on the products purchased. For non-customized products please allow 1-5 business days for your order to be processed. Most shipments will take an additional 1-7 business days. For customized product, including collegiate and prepared designs, processing can range from 2-3 weeks. See our Shipping Policy for more information.

HOW WILL MY ORDER SHIP IF I’VE ORDERED BOTH CUSTOMIZED AND NON-CUSTOMIZED PRODUCT?

Orders with customized and non-customized product will ship separately. Customized product has additional processing time and will be shipped once completed.

WILL I BE CHARGED FOR A PRODUCT THAT DID NOT SHIP?

You will only be charged for a product once it has shipped.

WHY DID I NOT RECEIVE AN ORDER CONFIRMATION OR SHIPPING NOTIFICATION EMAIL?

If you’ve checked your spam and trash folders and still cannot locate your confirmation or shipping emails, send us a quick request here.

WILL I RECEIVE A NOTIFICATION OR A TRACKING NUMBER WHEN MY ORDER SHIPS?

Yes, you will. When your package is scanned by our shipping provider, it automatically sends you an email with the tracking number included. If you have any questions, please contact us here.

HOW DO I FIND AN AUTHORIZED Keilai DEALER?

We have several dealers throughout the United States and worldwide. Use our store locator to find one nearest you. Please note, customization is only available through Keilai.com

DOES Keilai SELL PRODUCT ON EBAY?

Authentic Keilai product, which comes with a full product warranty, is available on eBay through Keilai’s authorized storefront.

DOES Keilai SELL PRODUCT ON AMAZON?

Authentic Keilai product, which comes with a full product warranty, is available on Amazon through Keilai’s authorized reseller “Keilai Authorized”.

CAN’T FIND THE PRODUCT YOU ARE LOOKING FOR OR IT’S OUT OF STOCK?

If a product is out of stock, you can enter your email address and be notified as soon as that product is back in stock. Simply enter your email address in the notification box after you select the product and size/color you would like to purchase. Once that product is available you will receive an email letting you know. You can also check with local dealers in your area.

WHAT IS Keilai’S PRICE ADJUSTMENT POLICY?

We do not offer credits or refunds for price adjustments and will not price match competitors or dealers.

CAN I BUY A GIFT CARD?

Yes, Keilai offers both physical and e-gift cards. You can purchase them here. For more information about gift cards, please visit our FAQ page.

WHY DO I SEE MULTIPLE TRANSACTIONS ON MY CREDIT/DEBIT CARD FOR THE SAME ORDER?

Keilai will authorize your card at the time of purchase, but you won’t be charged until your order ships. Multiple transactions may be a result of this initial authorization and will fall off automatically, however, if you continue to see that charge or funds are removed, contact us. If you ordered customized product, the authorization will remain on your card until the remainder of your order has shipped.

WHERE DO I ENTER A PROMOTION CODE?

Once you add your Keilai items to your shopping cart, you can enter your promo code under View Cart or on the Check Out page under the Payment section. Be sure your code has been applied before submitting your order.