Thank you for signing up for our newsletter and for wanting to become part of our community.

Once you've successfully signed up for the newsletter, you'll receive a code for a 10% discount on your first order.

If you didn't receive the code, it's usually due to one of the following reasons:

1. The email ended up in the spam or junk folder

Please also check your spam, advertising, or promotions folder.

2. The registration has not yet been confirmed

After you sign up, you'll receive an email confirming your registration. This is called a double opt-in.

This first email also includes the discount code. The code will become active as soon as you confirm your registration via the link in the email.

If you still can't find a code

Feel free to contact us and send us:

• the email address you used to sign up
• the approximate time of registration
• whether you have already confirmed your registration

We're happy to help you.

Please check the following first:

• Is the code written correctly?
• Are there spaces before or after the code?
• Is the code still valid?
• Does the code apply to the items in the shopping cart?
• Can the code be combined with other promotions?
• Has the minimum order amount been met?

Free Socks and Discount Codes

Please note: Our free socks promotion is technically stored in the shopping cart in the same way as a coupon code. Therefore, the free socks can only be combined with select other discount codes, such as the discount code for signing up for the newsletter.

Please note: The minimum order amount is important.

Since the free socks are available for orders totaling €100 or more, the order total must still meet this requirement even after applying a discount code. If the order total falls below the promotional threshold due to the use of a coupon, the free socks unfortunately cannot be added at no cost.

Example:

• Shopping cart total before discount: 105 €
• After newsletter discount: €94.50
• The free socks offered with purchases of €100 or more can no longer be added at no cost.

Add a discount retroactively

If the order has already been placed, we unfortunately cannot apply discounts to it retroactively.

So please always enter your discount code directly at checkout before you complete your order.

Everything moves very quickly here. Once an order has been confirmed at
, packed, or already shipped, we can no longer easily make changes to it in the system at
.

If you no longer wish to receive the order, see the "Returns & Refunds" article at
for further instructions.

The estimated delivery time depends on which items you ordered. Please note: The delivery time is based on the item with the longest delivery time.

Where can I find the delivery time?

The current delivery time is listed on the product page for each item. You can also find your expected delivery date in your order confirmation, which we'll email to you immediately after you place your order.

So please check the following first:

• the date listed on your order confirmation
• your spam, advertising, or promotions folder, if you can't find the email

Why hasn't my order been shipped yet?

If you've ordered multiple items, one of them may have a longer delivery time or be available for pre-order.

In this case, your entire order will be shipped as soon as all items are available.

As soon as your package is shipped, you'll automatically receive a shipping confirmation with a tracking link.

If the expected delivery date has passed

If the delivery date listed in your order confirmation has already passed by 48 hours and you haven't received a shipping confirmation yet, please feel free to contact us.

In that case, please send us:

• Your order number
• the email address you used to place your order

We'll review your order and get back to you as soon as possible.

We're sorry if the tracking information shows that your package was delivered but you haven't received it. Please check first to see if the package might have been left at a different location.

Please check:

• whether the package was delivered to a neighbor
• whether it was stored in a storage location
• whether it's at a package store or a Packstation
• whether DHL has provided specific storage instructions in the tracking information

If you still can't find your package, please contact us using the form on our website and provide the following details.

Please note that we need this information to review your case.

Please send us:

• Your order number
• your tracking number, if available
• A sworn statement that you did not receive the package.

Here's how we do it

1. We'll check your order and the tracking information.
2. If necessary, we will initiate an investigation with our logistics partner or DHL; this usually takes DHL 5–7 business days. Please be patient.
3. If your package cannot be located, we will send you a replacement or refund the purchase price.

In any case, we'll make sure you receive your order or find a suitable solution.

We're sorry if your order arrived damaged or incomplete. That shouldn't happen.

So that we can review the case quickly, we need some information from you.

If a product arrives damaged

Please send us:

• Your order number
• a photo of the damaged product
• a photo of the shipping box
• A brief description of what arrived damaged

Please do not throw away the shipping box and packaging right away. We may need this information to review the shipment with our logistics partner.

If only part of your order has arrived

If an item is missing from your package, please check your shipping confirmation and the tracking link included in it. Your order may have been shipped in multiple packages. If this is not the case, please contact us.

Please send us:

• Your order number
• A quick note about which items you received and which are missing
• a photo of the entire contents of the package
• a photo of the box, in case it arrived damaged

If the package was repackaged by DHL,

If the package was resealed with DHL tape or arrived visibly damaged, please be sure to send us a photo of it. This will help us resolve the issue with our logistics partner.

What happens next?

As soon as we receive your information, we will review the case and get back to you as soon as possible with an appropriate solution.

Depending on the situation, we'll send you the missing item, replace a damaged product, or find another suitable solution.

You can notify us of this within the statutory cancellation period. You can find the exact terms and conditions in our cancellation policy in the Terms and Conditions at the bottom of our website.

How long do I have to cancel my order?

You can cancel your online order within 30 days of receiving the merchandise.

Please note: A return is not the same as a complaint. If there is a problem with your product, please do not simply send it back; instead, contact us first using our contact form. This will allow us to determine whether an exchange, a replacement part, or another solution would be more appropriate.

How do I explain the cancellation?

Please send us a brief message stating that you would like to cancel your order. To do so, either use the contact form, the cancellation form at the bottom of our website, or send us an email at shop@keego.at

We need:

• Your order number
• The email address you used to place your order
• which products you want to return

You don't have to give a reason. However, if you could briefly tell us why you're returning the products, it would really help us continue to improve KEEGO.

How do I return the products?

You can find all the information in the article “Returns & Refunds”

Important

Please do not simply return products as a cancellation if they are defective, damaged upon delivery, or incomplete.

In that case, please contact us first and send us:

• Your order number
• a photo or video of the problem
• A brief description of what happened

We'll then review your request and get back to you as soon as possible with a suitable solution.

Please note: We can only accept unused items for a refund.

Since we’re still a young startup—even though we offer a premium product—we ship under similar terms as you do. Unfortunately, we’re unable to provide a free return label.

How does the return process work?

Please send unused products with sufficient postage to:

KEEGO Technologies GmbH
Margaretenstraße 106/4
1050 Vienna
Austria

Please include your order number or a brief note with your return so that we can process it more quickly.

When will I get my money back?

As soon as we receive and inspect your return, we will refund the purchase amount to the payment method you used at the time of purchase. Please note that, depending on the payment provider, it may take several days for the refund to be processed. We therefore ask for your patience.

If your order is already on its way

If your order has already been shipped and you no longer wish to receive it, you can refuse to accept the package. The shipment will then automatically be returned to our warehouse.

As soon as the merchandise arrives there, we will promptly refund the purchase price.

If you have a problem with a product

If you have a problem with a product, please don't just send it back to us. Contact us first so we can review your case and quickly offer you the right solution.

This will help us decide whether a replacement, a spare part, or another solution makes more sense.

So that we can help you quickly and easily, we need some information about your bottle and the reason for your complaint. The more complete your information is, the faster we can offer a suitable solution.

Please send us this information using the contact form below

• Your Order Number / Proof of Purchase
• Which product is affected: size, color, model
• A photo or video that clearly shows the problem
• A brief description of when and how the problem occurred
• How to Clean Your KEEGO (As Usual)

What happens next?

We'll look into the matter and get back to you with a suitable solution. Our goal is for you to be able to enjoy clean, fresh drinking water again as soon as possible.

The KEEGO hydration system works through a combination of squeezing and sucking. The drinking opening opens as soon as pressure is applied to the bottle. Therefore, depending on how it is used, there may be various reasons why liquid leaks out.

Please check the following first:

• Is the lid screwed on straight?
• Is the lid too tight?

Tightening it too much can damage the thread. A gap between the bottle body and the cap is part of the KEEGO design. Accessories such as our dust cap can be inserted here.

• Where on the bottle does the liquid come out?

Important Information About Carbonation

The KEEGO is designed for non-carbonated beverages. Carbonation can build up pressure inside the bottle when it is shaken, causing liquid to be forced through the valve.

If you use your KEEGO with carbonated beverages, it’s more likely to leak. For added protection, we recommend the KEEGO Dust Cap.

Carry in a bag or backpack

For carrying in a bag or backpack, we also recommend the KEEGO Dust Cap. It protects the drinking spout and helps prevent accidental spills.

If your KEEGO continues to leak

Please send us:

• Your order number
• a short video showing where the liquid is leaking from
• A brief description of your problem
• Does water come out only when you squeeze it, or does it come out even without pressure?

We will then review your case immediately and get back to you as soon as possible with an appropriate solution.

To ensure you can enjoy your KEEGO for as long as possible, we recommend cleaning it regularly and gently.

The KEEGO has a thin layer of pure titanium on the inside, which should be handled with special care. This ensures that your drink doesn't come into contact with plastic, allowing you Taste its fresh, pure Taste .

Clean after each use

Please follow these 4 steps:

1. Fill your KEEGO with cold to warm water and shake it vigorously several times.
2. Empty the bottle and rinse it thoroughly with clean water.
3. Let the bottle air-dry completely upside down on a dish rack.
4. Also separate the mouthpiece from the cap and rinse both parts thoroughly.

Please be sure to avoid:

• Cleaning in the Dishwasher
• any kind of friction inside the bottle caused by a brush, cloth, paper towel, or finger
• harsh cleaning agents
• Cleaning salts
• Scouring agent
• very high temperatures
• prolonged soaking in corrosive solutions

Please be sure to avoid getting anything inside the bottle or causing friction against the inside surface. This can create an abrasive effect that may damage the delicate titanium coating.

If you clean your KEEGO according to the care instructions, the inner titanium layer will remain protected.

How to Clean the Cap and Mouthpiece

1. Remove the cap and mouthpiece after each use
2. Rinse the cap and mouthpiece thoroughly with water.
3. Let both parts dry completely.
4. Do not reinsert the mouthpiece until all parts are dry.

The mouthpiece is made of pure, food-safe silicone. It can be cleaned more thoroughly if necessary and is more durable than the bottle itself.

Cleaning Video

Here you can watch a video summarizing all the tips mentioned above

If Taste smell persists

You can pour a very small amount of mild dish soap mixed with warm water into the bottle, shake the bottle gently, and let the mixture sit for a few hours, or overnight at most.

After that, please rinse thoroughly with clean water and let it dry completely while hanging upside down with the opening facing up.

If the Taste smell still doesn't improve

Please send us:

• your order number or proof of purchase
• what drinks you usually use
• How to Clean the Bottle
• Photos or videos, if you see anything unusual inside

We'd be happy to take a closer look at your case.

The TWIST x KEEGO was a special version of the KEEGO designed for the Fidlock TWIST system.

Unfortunately, the TWIST x KEEGO is currently out of stock. We know that many customers really liked this version, but at this time we cannot say whether or when the TWIST x KEEGO will be available again.

If there are any updates on this, we'll keep you informed through our online store, newsletter, or social media channels.

Is there an alternative?

Yes. If you'd like to continue using your KEEGO with a Fidlock system, we recommend the Fidlock Uni Connector. Find all the details HERE.

We're very pleased that you're interested!

In Germany, Austria, and South Tyrol, we work with partners and distributors who handle all inquiries from interested B2B customers on our behalf. They manage inquiries, logistics, and delivery.

Please find the contact information for our partner, FUNBIKE, below.

Here is the link to sign up for FUNBIKE's online retailer portal:

FUNBIKE, LLC

• 5412 Puch, Halleiner Landesstraße 48
• +43 (6245) 70707-0
• office@funbike.at
• Mon–Thu 8 a.m.–12 p.m., 1–5 p.m. | Fri 8 a.m.–1 p.m.

Once our guidelines have been reviewed, B2B access will be activated.

If you have any questions, please feel free to contact us at shop@keego.at

We generally customize KEEGO bottles for orders of 100 or more. If you think your business, event, or customer would be a great fit for a customized KEEGO, please email us at shop@keego.at with the following details:

• Client / Event / Company
• Purpose of Use for KEEGO
• Quantity and Color

We'll get back to you to let you know if we can make a collaboration happen.