Shipping policy

Shipping Policy

HighKei offers shipping for completed custom grillz and eligible products. Please review the following information before selecting shipping for your order.

Shipping Cost

Shipping is paid by the customer and is not included in the standard price of the grill unless otherwise stated.

The final shipping cost may vary depending on the destination, package size, shipping method, insurance, and carrier fees.

Signature Required

All custom grillz shipments require a signature upon delivery.

This helps protect both the customer and HighKei by reducing the risk of packages being left unattended.

Customers are responsible for making arrangements to receive and sign for their package.

Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

Before your order ships, please confirm that your:

  • Name is correct
  • Street address is complete
  • Apartment or unit number is included, if applicable
  • City, state, and ZIP code are correct

HighKei is not responsible for delays, returned packages, or additional shipping costs caused by incorrect or incomplete shipping information provided by the customer.

Tracking Information

Tracking information will be provided once your completed order has been packaged and shipped.

Customers are responsible for monitoring their tracking information and following any delivery instructions provided by the shipping carrier.

Missed Deliveries

Because a signature is required, the carrier may not leave the package if no one is available to receive it.

If a delivery attempt is missed, the customer is responsible for following the carrier’s instructions regarding redelivery or package pickup.

Returned Packages

If a package is returned to HighKei because of:

  • An incorrect address
  • An incomplete address
  • Multiple unsuccessful delivery attempts
  • Failure to pick up the package
  • Refusal of delivery

the customer will be responsible for any additional shipping charges required to send the package again.

Shipping Time vs. Production Time

Shipping time is separate from the time required to create your custom grill.

Production must be fully completed before an order can be shipped.

Any production turnaround time provided by HighKei is an estimate and does not include the carrier’s delivery time.

Carrier Delays

Once a package has been accepted by the shipping carrier, delivery is subject to the carrier’s schedule and operations.

HighKei is not responsible for delays caused by:

  • Weather
  • Carrier disruptions
  • Holidays
  • Incorrect routing
  • Delivery attempts
  • Natural disasters
  • Other circumstances outside of HighKei’s control

We will provide available tracking information to help customers follow the status of their shipment.

Lost or Missing Packages

If your tracking information shows that your package is delayed or missing in transit, please contact HighKei and the shipping carrier as soon as possible.

HighKei will assist with providing available shipment information when possible.

A carrier investigation or claim may be required before any additional action can be taken.

Packages Marked Delivered

If tracking shows that a package was successfully delivered and signed for, customers should first check with household members, building staff, leasing offices, mailrooms, or anyone else who may have accepted the package.

Packages confirmed as delivered by the carrier are not automatically eligible for a refund or replacement.

Damaged Packages

If your package arrives visibly damaged, take clear photos of:

  • The shipping box or envelope
  • The shipping label
  • Any visible damage
  • The contents of the package
  • The grill or product, if affected

Contact HighKei as soon as possible so the issue can be reviewed.

Do not discard the original packaging until the matter has been resolved, as the carrier may require it for a claim.

Shipping Fees and Refunds

Shipping fees are nonrefundable once an order has been shipped.

If an order must be shipped again due to an incorrect address, missed delivery, returned package, or other customer-related issue, additional shipping charges will apply.