FAQs

Q.How could I cancel my COD order?
A.You can cancel the order yourself from 10 minutes to 6 hours after confirmation. If failed, it means the order has been processed for shipping. In this case please contact customer service to try canceling the order.

Q.Why it says refund when I didn’t want a refund on my items?
A.Our warehouse staff process those parcels one by one in chronological order.

When you place an order, it may show that one item is still in stock. But in fact, the item was pre-ordered by other previous orders, that is why we processed a refund to your 4keen wallet in advance. Wallet balance can be used on your next purchase or be withdrawn to your payment account.


Q.Why didn’t I get an email about my order being shipped?

A.It will normally take 3-7 business days for preparation before shipment.We will inform you with an email after shipment or if there is any delay.If you can’t find an email fifteen days after you’ve placed the order, please contact 4Keen Customer
Service.


Q.How do I change my shipping address once my order is placed?

A.We can only update your shipping address before shipment.

To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.

Once your package shipped, we will not be able to change the shipping address. And we are unable to cancel an order after shipment. Please keep an eye on your order status by checking “My Orders” to make sure you can receive your order.

Q.How to change the billing address?
A.In our system, the billing address will be automatically generated to the same as shipping address.

We’ll just ship the order to the shipping address that you left on our site.

Therefore, it does not matter that if the billing address is different from the shipping address. Meanwhile it is not necessary for you to change the billing address.

Are there any customs duties on 4keen?
In general, free shipping to most countries will not incur custom taxes.

We cannot guarantee that no taxes will be charged. If you have been charged, please feel free to contact us and we will try to help you.

If you choose express shipping to locations other than USA, Australia, Singapore, Saudi Arabia, and UK, there will be a high possibility that express shipping will cause customs duties. Customs taxes associated with orders using express shipping will be charged by your country but not by 4keen.

Q.What is the status of my order?
A.After you make an order, we may need about 3-7 working days to prepare the items. The delivery days = processing days + shipping days. You can check order status under “My Orders”.

If you need your order urgently, please tell our team timely with an accurate delivery date. We will check the possibility for you to give you a decent solution.

Q.Can I change/modify my order?

A.Please note that we can help you modify your order before shipment.

It includes changing the size or the color of an item, removing an item, changing the shipping address.

Q.Once your package shipped, we will not be able to change anything.
A.Yes, but orders can only be canceled before shipment.Once you received the shipping notification mail, the order CANNOT be cancelled.