Identify the package
Include the Keystone package number or courier tracking number and explain what is missing or damaged.
Package support
Missing or Damaged Package Claims
Signed-in customers can submit package details and photographic evidence directly to Keystone support.
Photograph the evidence
Upload clear images of the outer package, shipping label and mark, internal packaging, damaged item, or missing contents.
Submit for investigation
Keystone reviews whether the evidence shows that loss or damage occurred while the package was in Keystone’s care.
Keystone is not liable for missing parts, damage, or manufacturer defects that existed before the package entered Keystone’s care. A refund is considered only where the investigation and evidence establish that the package became missing or damaged while in Keystone Global Limited’s care, subject to the applicable terms.