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Table of Contents:

    Europe Orders and Shipping

    • Last updated December 16, 2019

    Order Information

    IMPORTANT NOTICE: Due to the COVID-19 outbreak and measures imposed by the governments around the world, there may be service issues impacting our shipping times. Please allow 3-5 additional days for orders to process and ship during this outbreak, as well as longer shipping times to many European countries. With the current delays, our average delivery time is running 5-14 days.

    Has my order been processed?

    Once your order is placed, you’ll receive an email order confirmation. If you don’t receive an email, please check your spam/junk folder or log into your account here to check your order status.

    How do I edit my shipping information?

    Don’t worry! We’ll help.

    If your order has not yet gone out for shipping:

    Log into your account here or navigate to our homepage at keto-mojo.com, where you can log in at the top right hand of the page. Once you log in, you can edit your shipping address.  If you are unable to edit your shipping address, please contact us at Customer Support.

    If your order has already gone to shipping:

    Contact us at Customer Support and we’ll figure out how best to help.

    Wrong billing address

    If you accidentally used the wrong billing address when you ordered but you have received an order confirmation email that means your payment went through and everything should be fine. (Typically, the concern with the wrong billing address is that the payment may be declined.)

    For the security of our customers, we are unable to change the billing address on an order once it has been processed. However, if you have an account, you can log in here and update your billing address so it’s correct for future purchases.

    How do I cancel my order?

    If your order has not been sent to our shipping department, you can log into your account here or navigate to our homepage, where you’ll find the login tab at the top right hand of the page. Once you log into your account, you can edit or cancel your order.

    If your order has shipped and you still want to cancel, contact Customer Support with your order number.

    Adding or removing items your order.

    Once the order has been placed, our cart does not have a way to edit your order.

    Here are your options for adding additional items.

      • Go to your account, click on the edit button, this will cancel your existing order, while automatically populating your cart with everything that you originally ordered. You can then add or subtract items as you require.
      • You can process a new order. If you would like to have the order ship together, please contact Customer Support
      • You can contact Customer Support

    Shipping Information

    When do orders ship?

    We usually ship orders within one business day. Orders placed on Friday and over the weekend will be dispatched on Monday unless Monday is a holiday, then they will ship on Tuesday. Orders placed on a holiday will ship out the following business day. Normal shipping time is 3-8 business days.

    Shipping times may vary depending on your location. Our shipping times are the working days that it takes for your post or parcel to reach its destination.

    Where do we ship to?

    We provide standard shipping to the following countries:

    Austria, Belgium, Croatia, Czech Republic, Estonia, Denmark, Finland, France, Germany, Greece (excluding Cyprus), Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Portugal, Slovakia, Slovenia, Spain(excluding Canary Islands), Sweden, United Kingdom

    Shipping cost

    Please refer to the order check out page for shipping cost for your location.

    Where do we ship from?

    We ship European orders from Amsterdam, Netherlands.

    Customs

    You are responsible for any customs fees incurred. Orders are dispatched with the value listed on your receipt.

    How can you track your order?

    Getting a Keto-Mojo delivery is exciting, so we don’t blame you for wanting to know where your order is!

    Luckily, we keep you informed throughout the shipping process: When your order ships, we’ll send you an email notification. Once you get that, you can log into your account here, click on the order that you want to track and see the tracking information listed.

    Shipping Insurance

    Keto-Mojo is proud to partner with Route , the leader in package protection and tracking solutions. Your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never comes or is broken upon arrival, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you at no additional cost!

    When a claim is filed it is taken care of with a seamless one-click claims process. Once the claim is filed with Route, Route will refund or reorder the item in 24 hours, giving you confidence in knowing your order will arrive safely.

    Tracking using Route App

    The Route App automatically connects to everything you’ve ordered from Keto-Mojo while allowing you to visually track your packages, anytime, anywhere.

    You can view your deliveries in Route to find out where your packages are. On the MAP screen, you can swipe through cards or zoom into the map to see where packages are in-transit. Tap on a card to open up the Order Details page.  You can also see a list view of all your packages on the Orders screen. From there, you can tap on orders to see the order details which will provide info around where your order is in transit.

    Download the app. Requires iOS 12.0 or later. Compatible with iPhone, iPad, and iPod touch.

    On Android? Click here to join the waitlist.

    How do you file a claim?

    Route will send you an email (see below), after checkout. In that email, you will find the information you need in order to file a claim.

    When do you file a claim?

    Claims for packages marked “delivered” must be filed after 5 days and before 15 days from the date the package was marked “delivered.” Claims for packages presumed to be lost (where the status is not “delivered”) must be filed after 7 days and within 30 days from the last checkpoint

    Additional shipping options or Issues

    Please contact Customer Support

    Did we answer your question?

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