Preguntas frecuentes

Frequently Asked Questions

1. Where do you ship?

We currently ship to all of Puerto Rico and the United States.
For international shipments, it is necessary to contact our team in advance to assess availability and costs. The customer will be responsible for any applicable taxes, duties, or customs fees.

2. How long will my order take to arrive?

Delivery times depend on the destination:
• Puerto Rico: 2 to 5 business days.
• United States: 5 to 10 business days.
These times do not include order processing, which takes between 1 and 3 business days.
Times may vary due to courier delays, weather conditions, or other situations beyond our control.

3. How can I track my order?

Once your order is dispatched, you will receive an email with your tracking number.
You will be able to monitor the status of your shipment directly on the carrier's page.

4. What payment methods do you accept?

We accept the following payment methods:
- Credit and debit cards (Visa, MasterCard, American Express)
- PayPal
- ATH Móvil (when applicable)
All payments are processed through secure platforms; Sun Keep does not store your card information or payment credentials.

5. Can I modify or cancel my order after paying for it?

Yes, as long as the order has not been processed or shipped.
You must contact Sunkeeppr@gmail.com with your order number as soon as possible.
If the order has already been dispatched, it will not be possible to cancel it, but you may manage a return in accordance with our current policy.

6. What is your return policy?

Sun Keep accepts returns within 5 calendar days of product delivery.
Conditions:
- The product must be unused, with original packaging, tags, and complete accessories.
- Returns do not apply to clearance, personalized, or installed products.
- If the product arrived defective or incorrect, Sun Keep will cover the return costs.
- If the return is due to a change of mind or customer error, the customer will cover the return shipping cost.

7. How do I receive my refund?

Refunds are issued to the same payment method used for the purchase.
The refund process takes between 5 and 10 business days after receiving and inspecting the product.
The customer will be notified once the refund has been processed.

8. What do I do if my order arrives damaged or incomplete?

If your order has problems, you must:
1. Notify us within 48 hours of delivery.
2. Send photos of the damage and the package to Subkeeppr@gmail.com along with the order number.
3. Our team will evaluate the case and proceed with a replacement, complementary shipment, or refund, as appropriate.

9. Do the products have a warranty?

Some products include a limited warranty for manufacturing defects, the period of which varies by product.
The warranty does not cover damage from misuse, falls, modifications, or exposure to unsuitable conditions.
To make a warranty claim, keep your proof of purchase and contact our support team.

10. How can I contact Sun Keep?

You can contact us via:
- Email: Sunkeeppr@gmail.com
- Phone/WhatsApp: (787) 402-9114 Hours of operation: Monday to Friday, 9:00 a.m. – 5:00 p.m. (AST)
Outside these hours, you can leave us a message and we will respond the next business day.