Shipping policy
Contact Information
If you have any questions regarding your order or this policy, please contact us:
Business Name: Keystone Outdoor Systems
Email: support@keystoneoutdoorsystems.com
Phone: (512) 677-9063
Customer Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (CST)
Live Chat Available: Available on our website in the bottom right corner during business hours. If we are offline, leave a message in the chat and we will respond via email or phone.
Order Processing
All orders are processed within 1–3 business days (Monday–Friday). Orders are not processed or shipped on weekends or holidays. Processing times may vary slightly depending on the product.
Order Confirmation
After placing your order, you will receive a confirmation email confirming it was successfully received. We will then verify your order details and prepare it for shipment.
- If your item is unavailable or on backorder, we will notify you promptly and issue a full refund if necessary.
- If your item is available, your order will be processed and prepared for shipment within 1–3 business days.
Shipping & Delivery
- All orders ship with free standard shipping within the contiguous United States
- Once shipped, delivery typically takes 4–5 business days
- Estimated total delivery time: 5–8 business days
- Tracking information will be sent via email within 24–48 hours after your order ships
Shipping Locations
We currently ship within the contiguous United States only. If you are unsure whether we can deliver to your location, please contact us before placing your order.
Delivery Options
All orders are delivered via curbside delivery, which includes delivery to your driveway or curb at no additional charge. For questions about delivery for a specific product, please contact us before placing your order.
Address Changes
If you need to update your shipping address, contact us as soon as possible at support@keystoneoutdoorsystems.com or call us at (512) 677-9063. Once an order has shipped, address changes cannot be guaranteed and may result in additional carrier fees which are the responsibility of the customer.
Order Tracking
Once your order has shipped, you will receive a tracking number via email within 24–48 hours. You can use this tracking number to monitor your delivery status directly on the carrier's website. If you have not received tracking information within 6 business days of placing your order, please contact us at support@keystoneoutdoorsystems.com.
Package Shows Delivered But Not Received
If your tracking information shows your package was delivered but you have not received it, please take the following steps:
- Check around your property including porches, side doors, and garage areas
- Check with neighbors or building management if applicable
- Wait 24 hours as carriers sometimes mark packages as delivered prematurely
If the package still cannot be located after 24 hours, contact us at support@keystoneoutdoorsystems.com or call (512) 677-9063 and we will open an investigation with the carrier on your behalf.
Order Stuck In Transit
If your tracking information has not updated in more than 5 business days, please contact us at support@keystoneoutdoorsystems.com and we will follow up with the carrier to get an update on your shipment. While delays are occasionally outside of our control, we will do everything we can to resolve the situation quickly.
Damaged Packages
Please inspect your order upon delivery. If your package arrives visibly damaged, please note the damage when signing for delivery. Take photos of the packaging and product immediately and contact us within 72 hours at support@keystoneoutdoorsystems.com. We will work with the carrier to resolve the issue as quickly as possible through a replacement, store credit, or refund as appropriate.
Shipping Delays
While we work to ensure timely delivery, delays may occasionally occur due to carrier delays, weather conditions, high demand periods, or supply chain disruptions. We will always do our best to keep you informed and ensure your order arrives as quickly as possible. Delivery times are estimates and are not guaranteed.
Missing Items
If your order arrives with missing items or components, please contact us within 72 hours of delivery at support@keystoneoutdoorsystems.com with your order number and a description of the missing items. We will work with our suppliers to resolve the issue promptly.
Shipping Options
We offer free standard curbside delivery on all orders. For questions about specific delivery options for a product, please contact us before placing your order.