FAQ page for Retailers

Shipping Questions |  Order Status |  Billing & Invoice
Exchanges-Returns-Warranty |  Promotions |  Contact Keekaroo |  Privacy Policy 

Shipping Questions

Can I see my shipping total before I submit my order? Yes. In check out, enter your SHIP TO Zip Code, State and Country in the Shipping Calculator at the bottom of the Check Out page. Make sure to select your shipping method in the drop down box. The shipping amount will display under your subtotal a the top of the page. For complete online ordering instructions Click Here.

Shipping Calculator

When will my order ship? All orders received before 1:00 PM Eastern Time, Monday - Friday, will be shipped by the next business day, excluding Holidays. All orders received after 1:00 PM Eastern Time, Monday - Friday, will be shipped by the end of the second business day, excluding Holidays.

How Long until I receive my order? We ship out of New York State. Choosing UPS Ground Shipping takes 2-7 days depending on your location. See the UPS Ground shipping map below for delivery time to your state.

Will you bill my UPS Account # for actual shipping costs? Of course! Just select the Bill My UPS Shipping shipping option and we will bill the account number that you gave us on your application.

What is My Shipping Cost? Please see the Confidential Rate Table below.

Ground To:
Ground To:
Ground To:
Real Time Negotiated UPS Rates
$1200.01 +

Rush Delivery? If you require rush delivery methods, please call for a Quote.

Will you drop-ship to my customer? Yes, we will drop-ship to USA addresses only. If you would like us to ship directly to your customer, select the shipping method "UPS Ground Residential” and fill in their shipping information in the "Shipping Address" section of the checkout page. There is no service fee for this service, however, UPS charges a "residential address fee" for these deliveries. That fee is included at checkout.

Shipping to Alaska, Hawaii, & Puerto Rico? Select the appropriate shipping method in the check-out to calculate your costs.

Shipping to International Destinations? We can ship the product to your address in the USA and then you would be responsible for shipping directly to your customer with an address outside of the USA.

Keekaroo has exclusive distribution partners in selected countries (see Administrative Resources section on the Downloads page).

We reserve the right to deny sales to any country Keekaroo has signed an exclusive distribution contract with. This includes marketplace sites such as Amazon. Retailers found in violation of this policy will have their account suspended until the listings are corrected.

How long will it take for my order to arrive? Standard UPS shipping in-transit times differ depending where you are located. Whatever UPS guarantees us is what we guarantee you as our customer in terms of order arrival times.THE DAY YOUR ORDERS SHIPS DOES NOT COUNT: If your order is shipped on Monday and the map shows it is supposed to take 3 business days to reach you, your order will arrive on Thursday. For more information please view the standard UPS delivery time map from our facility in New York.

Map of UPS Ground Shipping Transit Times

US Time in Transit Map
1 day   = If shipped on Monday, your package(s) will arrive on Tuesday.
2 days = If shipped on Monday, your package(s) will arrive on Wednesday.
3 days = If shipped on Monday, your package(s) will arrive on Thursday.
4 days = If shipped on Monday, your package(s) will arrive on Friday.
5 days = If shipped on Monday, your package(s) will arrive on Monday.
6 days = If shipped on Monday, your package(s) will arrive on Tuesday.

Can I track or check the status of an order? Of Course! You will receive several email communications related to the status of your order once it has been placed. An email will be sent confirming your order has been received and is being processed by Keekaroo.com. You will receive an email containing your invoice. The tracking number(s) for your package(s) are contained in the invoice under the product listing. If you have questions, please call us!

Can I change the shipping address on my order? Yes, as long as your order hasn't shipped yet. If you need to change the ship-to address on an order, you may contact Keekaroo Support to request the change. Email Keekaroo Support or call us at 1-800-994-2416. We are here to help!

Order Status

How can I verify that the order I placed online went through? Check your email! You will receive an automatically generated email that acknowledges that your order has been received. If you do not, please Email Keekaroo Order Support or call us at 1-800-994-2416.

Will I be charged sales tax? We will not charge sales tax if you send us a copy of your Resale Tax Certificate.

Order Problems

I have received my product but a part is missing? We do everything possible to get you exactly what you want, but we are human. In the event that a mistake is made or a part is missing, we will take care of the issue right away. Please either Email Keekaroo Support or call us at 1-800-994-2416. We are here to help!

I Received a Replacement Part with a New Invoice for an Item that was Lost in Transit. Have I been charged for this item twice? Do I need to pay this new invoice? No, you have not been charged twice for the item nor do you have to pay the invoice. It will be a Zero-Dollar Invoice. You have already paid for the product on your original invoice and therefore can discard the new invoice. You received an invoice for the replacement item because Keekaroo.com invoices all products that leave the facility for inventory purposes.

Billing & Invoice

What type of payment options do I have when I purchase?

Credit Card Payment: Credit cards are the quickest, most accurate and efficient method. This option gives you a SAVINGS OF 5% at the time of checkout! It's absolutely safe using our Online Order Process. We encourage you to use the Online Order Process by selecting the products and accessories you need and then clicking the "Check-out" button, which will begin the order process. Please note that all online transactions at Keekaroo.com are handled safely with industry-standard SSL (Secure Sockets Layer) encryption. We accept all major credit cards including Visa, Master Card, Discover Card, and American Express.

Application for Terms: To obtain credit terms, Retailer must submit a completed credit application before the initial order is processed and shipped, and update this information at Keekaroo’s request. Terms are Net 30. Keekaroo will approve credit requests and set credit limits at its sole discretion. Credit terms customers forfeit 5% discount on pricing available when paying by credit card. After the Retailer’s credit is approved, Retailers are required to pay all invoices Net 30 days from date of invoice. When paying on credit terms, payment must be made by check or wire transfer, and be made within the agreed upon credit terms. Print & complete the Credit Terms Application

A Note on Past Due Accounts: Unless otherwise agreed in writing by Keekaroo, accounts not paid when due will be suspended. Past due accounts forfeit any pending or future discounts, and Keekaroo reserves the right to discontinue business with any account that is repeatedly late in making payments. Retailers are responsible for and shall pay any and all reasonable expenses of collection, including collection agency and/or attorney fees.


  1. Merchandise may only be returned if defective or shipped in error. Merchandise may not be returned for any other reason.
  2. All return shipping costs will be paid by Keekaroo since all returns must be a warranty issue or defective product.
  3. No returns may be shipped or returned to the warehouse at Bergeron By Design without the prior issuance of a return authorization number, which must be clearly marked on each package. Please either Email Keekaroo Support or call 1-800-994-2416 to set up a return authorization. We will provide you with the instructions.

  4. Our Warehouse Address is:

    15 S Second Street
    Dolgeville, NY 13329

  5. All merchandise returned shall be properly packed in its original packaging and also be insured equal to or more than the purchase price. Any return received at the warehouse that is damaged in return shipping that is obviously the result of poor packaging will not be issued full credit.
  6. Any product received at the warehouse in excess of 30 days from invoice date will be subject to a 25% restock fee.
  7. Please allow 1-2 weeks for the credit to be processed to allow for shipping time, evaluation of the product, and processing of the credit.


How long do promotional codes last? Each promotion has its own set of rules. Please call us!

How do I apply promotional codes? Enter the promotional code into the box marked promotional code on the check out page.

Can I get a discount on multiple purchases? As a general rule, we do not provide discounts on multiple purchases. For institutional orders and large quantity purchases, contact Keekaroo Support for bulk orders, we do entertain EVERY inquiry. Email Keekaroo Support or call us at 1-800-994-2416.

How can I become a Featured Online Retailer?

Requirements to be a Featured Online Retailer:

  • Consistent significant sales volume, reviewed 2 times per year.
  • If you do not meet our sales volume requirements, commitment to placing Keekaroo on main page of site will be evaluated as second option.
  • Supply keekaroo with your store icon in .JPG format at a minimum size of 300 x 300.
  • Include a link to the Keekaroo brand page for your website.
  • Your account must be current while being a Features Online Retailer.
  • Limited space is available and will be evaluated twice per year.

Contact our sales department if you are interested in becoming a Featured Online Retailer

How can I display my logo on your Online Stores page?

If you are a current retailer, please email your store logo along with a link to your Keekaroo Brand Page to our sales department. Files must be in .jpg format at a minimum size of 300 x 300.

Contact Keekaroo

How Can I Contact Customer Service? Please email or call us! Email Keekaroo Support or call us at 1-800-994-2416. Rest assured that if our front line customer support is not able to handle your issue it will be quickly passed on directly to an appropriate member of the Keekaroo.com family.

Privacy Policy

We respect your rights to anonymity, however, in order to do business with you, we may need to contact you regarding your order. So we do ask for your name, email address, mailing address, and phone number just in case you need to get a message about your order.

We do not disclose your personal address information to anyone or any company to be used across different web sites or in direct mail campaigns. We assume you prefer an anonymous status, and we'll keep it that way!

For your benefit, however, we may, in the future, email you when we have a new product that we think you will be interested in. Unless you object, we will assume this is a service that helps you.

Third-Party Web Beacons: We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.