Frequently Asked Questions (FAQ)
Frequently Asked Questions
Got questions? We've got answers! Here are the most common questions our customers ask about Keka Apparel products, shipping, sizing, and more.
🛍️ ORDERING & PAYMENT
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), PayPal, and Shop Pay for fast checkout.
Q: Is it safe to shop on your website?
A: Absolutely! Our store is powered by Shopify, which uses industry-standard SSL encryption to keep your information secure.
Q: Can I modify or cancel my order after placing it?
A: Please contact us immediately at kekaapparel@gmail.com if you need to make changes. Once an order is processed and shipped, we cannot modify or cancel it.
📦 SHIPPING
Q: How long does shipping take?
A: We typically process orders within 1-3 business days. Shipping times vary by location:
• Standard Shipping: 5-7 business days
• Expedited Shipping: 2-3 business days (if available)
Q: Do you ship internationally?
A: Currently, we ship within the United States only. International shipping may be available in the future!
Q: How can I track my order?
A: Once your order ships, you'll receive a tracking number via email. You can use this to track your package.
Q: What if my package is lost or damaged?
A: Contact us immediately at kekaapparel@gmail.com with your order number and photos (if damaged). We'll work with you to resolve the issue.
📏 SIZING & FIT
Q: How do I know what size to order for my pet?
A: Each product page includes a detailed size chart. We recommend measuring your pet before ordering:
• Neck: Measure around the base of the neck
• Chest: Measure the widest part of the chest
• Length: Measure from neck to base of tail
When in doubt, size up for comfort!
Q: What if the item doesn't fit?
A: We accept exchanges within 3 days of delivery. See our Refund Policy for full details. The item must be unused, unwashed, and in new condition with all tags attached.
Q: Do your clothes run small or large?
A: Sizing varies by style. Always check the size chart on each product page. If you're between sizes, we recommend going up one size for a more comfortable fit.
🔄 RETURNS & EXCHANGES
Q: Do you offer refunds?
A: No, we do not offer refunds. We only accept exchanges within 3 days of delivery for unused, unwashed items in new condition. See our full Refund Policy for details.
Q: How do I request an exchange?
A: Contact us at kekaapparel@gmail.com within 3 days of receiving your order. Include your order number and clear photos of the item. We'll guide you through the exchange process.
Q: Who pays for return shipping?
A: For size or style exchanges, the customer is responsible for return shipping costs. If we made an error or the item arrived damaged, we'll cover the shipping after reviewing your case.
🐾 PRODUCT QUESTIONS
Q: Are your products safe for pets?
A: Yes! We carefully select products made with pet-safe materials. However, always supervise your pet when wearing clothing or accessories, especially during the first few uses.
Q: Can I wash the pet clothes?
A: Most items are machine washable on gentle cycle with cold water. Always check the care instructions on the product tag. We recommend air drying to maintain quality.
Q: Do you restock sold-out items?
A: We try our best to restock popular items! Sign up for our newsletter or follow us on social media to get notified when items are back in stock.
Q: Can I request a custom order or personalization?
A: We love custom requests! Email us at kekaapparel@gmail.com with your idea, and we'll let you know if we can make it happen.
💬 CUSTOMER SERVICE
Q: How can I contact you?
A: Email us at kekaapparel@gmail.com. We typically respond within 24 hours (Monday-Saturday).
Q: Do you offer customer service in Spanish?
A: ¡Sí! We're bilingual and happy to assist you in English or Spanish.
Q: Can I visit your store in person?
A: We're an online-only store based in Kissimmee, Florida. All shopping is done through our website.
🎁 OTHER QUESTIONS
Q: Do you offer gift wrapping?
A: Not at this time, but we're working on it! Stay tuned.
Q: Do you have a loyalty or rewards program?
A: Not yet, but we're planning to launch one soon! Sign up for our newsletter to be the first to know.
Q: Can I share photos of my pet wearing your products?
A: YES, PLEASE! We LOVE seeing your adorable pets rocking our gear. Tag us on social media or email photos to kekaapparel@gmail.com. You might be featured on our page! 📸🐶🐱
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Still have questions? Contact us at kekaapparel@gmail.com – we're here to help! 💕