Shipping & Return Policy

Shipping Policy

1. Shipping Coverage: We currently ship within the continental United States only. The following regions are excluded: Alaska, Puerto Rico, Hawaii, Guam, the Northern Mariana Islands, the U.S. Virgin Islands, American Samoa, Baker Island, Howland Island, Jarvis Island, Johnston Atoll, Kingman Reef, Palmyra Atoll, Saipan Tinian Island, Midway Atoll, Navassa Island, and Wake Island.

2. Order Limit: For the same recipient and shipping address, no more than two orders may be placed per day.

3. Delivery Notice: Redelivery service is not available. Please ensure timely receipt of your package or contact the United States Postal Service (USPS) for assistance.

Return Policy

1. Scope of Application

This policy applies to all customers who place orders through the Keep Medal official website (hereinafter referred to as "this Website").

2. Core Return Principles

• No "Change of Mind" Returns
  We do not accept returns without valid reasons. Once an order has been shipped, returns will not be accepted for reasons such as "dislike," "wrong purchase," or "slow delivery," except in cases of legally defined quality issues.
• No Exchanges
  We do not offer product exchanges. If a product is confirmed to have quality issues, you must follow the return and refund process and place a new order.
• Quality Issues Only
  After-sales service is only applicable to manufacturing defects visible upon unboxing, including:
  • Broken medals
  • Peeling plating
  • Damaged lanyards
  • Missing components

3. Return Eligibility

To qualify for a return, all of the following conditions must be met:

(1) Time Requirement
A return request must be submitted within 15 days of delivery (based on the carrier's delivery confirmation). Requests submitted after 15 days will not be accepted.

(2) Product Condition

• The item must be opened but unused
• All original packaging, accessories, gifts, and tags (if applicable) must be retained
• No user-caused damage: Issues resulting from improper handling (e.g., moisture exposure, impact damage, unauthorized disassembly) are not eligible for return

4. Non-Returnable Situations (Exclusions)

We are unable to offer returns or refunds under the following circumstances:

a. Minor Imperfections
Slight scratches from handcrafted processes, minor color variations not visible beyond a normal viewing distance (30 cm), or slight packaging deformation during transit (packaging serves primarily as protection)

b. Subjective Perception
Differences between product color and screen display, or dissatisfaction with material texture

c. Shipping Delays
Delays caused by U.S. domestic carriers or logistics partners (e.g., USPS, GOFO, UNIUNI, YANWEN)

d. Incorrect Address
Failed delivery or returned packages due to incomplete or incorrect shipping information provided by the customer

• Customs & Duties
  Handled under the T11 single-package customs declaration model

5. Return Process (Step-by-Step)

Step 1: Contact Customer Support
Please contact us within 3 business days after delivery via the customer service email listed at the bottom of our website and provide:

• Order number
• Clear photos/videos showing:
  • The defect (e.g., broken parts)
  • Close-up of the issue
  • Six-sided view of the outer packaging (to assess possible shipping damage)

Step 2: Quality Assessment

• Our support team will review your request within 48 hours
• Determination will be based on the provided evidence

Note: Due to the nature of cross-border shipping, if the issue cannot be clearly identified via photos/videos (e.g., internal defects), we may require the item to be returned to our designated U.S. warehouse for inspection.

• Inspection cost: covered by us
• Return shipping: prepaid by customer and reimbursed after confirmation of defect

Step 3: Return & Refund

If the issue is confirmed as a manufacturing defect:

• A full refund will be issued, including:
  • Product price
  • Original international shipping fee
• Refund Method
  Refunds will be processed to the original payment method (credit card / PayPal / WeChat Pay International) within 5–10 business days
• Return Requirement
  The item (including all packaging and accessories) must be returned to our designated U.S. address
  • Return shipping cost: prepaid by customer, reimbursed upon valid proof
  • Refund will be processed after inspection is completed

Return Addresses

[Eastern U.S.]
Recipient: ODN + Customer Code (e.g., ODN+DN1001)
Phone: 470-334-0433 (Not for customer support)
Address: 35 Thatcher Rd
City: Dayton
State: NJ
ZIP Code: 08810

[Western U.S.]
Recipient: ODN + Order Number (e.g., ODN+DN1001)
Phone: 626-261-8899 (Not for customer support)
Address: 5700 E Airport Dr, Suite 2A, Dock 23-26
City: Ontario
State: CA
ZIP Code: 91761