General Shipping Information
All non-leather goods will be shipped within 2 business days.
We appreciate that you value traditional hand craftsmanship, durable thick-cut construction, and the quality you can't find in a big-box store or massive e-commerce corporations. Your goods from ColsenKeane will be unlike any others you've purchased; each is given to a leathersmith to cut, punch, and stitch by hand after your order is placed.
Please understand that as such, we ask for 14 business days to complete all leather goods orders, prior to their shipping, so please plan accordingly. We understand that this sounds shocking in an age of Amazon era same-day deliveries, but we're not selling mass-produced, off the shelf goods; quality takes time.
Selecting expedited shipping options (such as 2-Day or Overnight) will only rush the shipping of your order, but not its production. If you need your order sooner, please email info@colsenkeane.com so we can review your request to rush your order. Please note that for larger products, such as bags, you may incur a rush fee to do so. If it's possible to accomodate you, we will - no guarantees can be made unless we offer and you accept a Rush Fee.
We ship Tuesday - Saturday only. All items ship from Charlotte, NC 28204 USA, please choose your shipping method accordingly.
We use a variety of carriers to ship our items domestically and abroad. When you qualify for free shipping, we will select the least expensive option that gets your package to you in a reasonable amount of time. You are welcome to select and pay for expedited shipping at your discretion. You will receive an email notification with a tracking number once a shipping label is generated for your order. If it's past the 14 business day mark and you haven't heard from us, please check your spam folder prior to reaching out.
Please note that the date your label is created may be a day or two prior to when the package is picked up by the carrier. Please also note that during the Holiday season all shipping carriers may experience delays. We are all doing our best to get you your purchases in a timely manner.
Answers to Your Shipping Questions
You're sure to find answers to all of your shipping questions below. Still have questions? Email us at info@colsenkeane.com.
How long until my order ships?
All non-leather goods will be shipped within 2 business days.
We ask for 14 business days to complete all leather goods orders, prior to their shipping, so please plan accordingly. Selecting expedited shipping options (such as 2-Day or Overnight) will only rush the shipping of your order, but not its production. If you need your order sooner, please email info@colsenkeane.com so we can review your request. Please note that for larger products, such as bags, you may incur a rush fee to do so. If it's possible to accomodate you, we will - no guarantees are made unless we offer and you accept a Rush Fee.
We ship Tuesday - Saturday only. All items ship from Charlotte, NC 28204 USA, please choose your shipping method accordingly.
How long will it take to get my order?
Once your order is completed in our studio and packed for shipping, you will receive an emailed shipping confirmation which will contain the tracking numbers for your package. Please be sure to check your spam folder if you haven't heard from us.
Most of our orders ship USPS Priority Mail or UPS Ground Home Delivery (3-5 business days on average). Delivery times are dependent upon carrier, service and delivery destination however, so we can not guarantee a delivery date without your selecting an upgraded expedited shipping service.
Once a package has left our studio, we have no control over the speed with which it travels.
Will you ship to an APO/FPO?
Yes! You'll have to enter your APO or FPO as the city. The state will be either AE, AP, or AA depending on your current address. Please choose the USA for your shipping country for fees to be calculated correctly. Don't forget the zip code!
Can I get a quicker delivery option that is guaranteed?
If you need a guaranteed delivery date after our production time, please choose one of our expedited shipping options. Please keep in mind that delivery estimates are given by the carrier, not by us.
Why can't I track my order yet?
Most carriers usually need about 24 hours after their initial scan for tracking to show up on their website.
Please note that if you purchase a non-leather item on Sunday, it will not ship until the following Tuesday. We ship Tuesday - Saturday of each week.
Is there a cheaper option to ship a wallet?
No. We insure our packages and use USPS Priority Mail for all small leather goods. Our $15 flat rate for the lightest of packages covers labor costs, packing materials, and the actual insured postage for your package.
What if my package arrives damaged?
Please inspect your order upon receipt and contact us immediately if the item is defective or damaged or if you received the wrong item so we can evaluate the issue and correct any errors. A return label will be provided.
All damage claims must be reported within 3 days of package delivery.
"DELIVERED?" But I don't see it...
Is My Package Lost?
Customers receive a shipping notification email when their shipping label is printed, which contains the tracking numbers for their package. The customer is responsible for keeping up with the shipping progress and checking their delivery location the same day your package is delivered.
If your tracking indicates that your package was delivered but you don't see it, please check all other areas it may have been left by the carrier, including a neighbor's porch. If you don't see it, please don't panic. Instead, follow the steps included below:
Steps to Find Your Package
Please understand that we often see examples of carriers marking a package as "delivered" only to actually deliver it 1-2 business days later. This is truly not uncommon. We still advise following these steps in order.
Be Vigilant
Please follow the tracking of your packages to your door. Anticipate the delivery and check your delivery location on the same day of arrival. Look everywhere your package may have been left, including your neighbor's porch. If you can't find it after checking, it is the responsibility of the customer to file an inquiry with the carrier.
File An Inquiry
USPS Priority: You may file a "Help Request" or "Missing Mail" Inquiry Form here; FedEx: File a Claim Here ;UPS: File a Claim Here ;DHL: File a Claim Here
Inquiries can take up to 15 days. Please understand that we cannot make the carrier work faster and until an inquiry or claim is completed, we will not send a duplicate shipment.
Contact Us
After you've completed a thorough search for your package at your delivery address and filed your claim or inquiry, let us know by emailing us at info@colsenkeane.com. We would be happy to provide any documentation you may need, or assist in any other way we are able.
Be Patient
In the event that the carrier is unable to account for your missing package and a claim is submitted, rest assured we will do everything we can to assist in the claim being decided in your favor and paid. At this point, we will offer options for fulfilling your order again.Â
