Questions and answers.
Can’t find what you need? Email hello@keelhousecommerce.com and we’ll reply within one business day.
Getting started
How do we start?
Send your shop link through the contact form. We audit your store for free, send a written report within 48 hours and, if you’d like to work together, a proposal.
How long does onboarding take?
About one week. We agree on templates, printers, tone of voice, refund rules and access, and write them into a short SOP.
Can I start with just one service?
Yes. Many partners start with order processing or listings and add more later.
Do you only work with home décor shops?
Home décor is our focus and our checklists are built for it. We also work with gift and print-on-demand shops that sell similar products.
Pricing and billing
Are the prices on this site fixed?
No. They are reference prices so we can both picture the work. Your final price is agreed with you directly and depends on your order volume, products, margins and the services you choose.
Why do some services show “Often included”?
Those tasks are usually free inside a monthly or growth partnership. We list a price so you can see their value, and so pay-per-task clients know the cost.
Is there a minimum contract?
No. Plans run month to month with 30 days’ written notice.
How do I pay?
Bank transfer, Wise, PayPal or card. Invoices are in US dollars; Hong Kong dollars on request.
Account access and security
How do you get access to my shop?
Through Etsy’s and Amazon’s own user-permission tools. We never ask for your main account password, and you can remove our access at any time.
How do you protect my customers’ data?
Every team account uses two-factor authentication, staff sign confidentiality agreements, and customer data is only used to fulfil your orders. Read our Data Handling terms.
Who owns the designs you make?
You do, once they are paid for in full.
Operations
Which hours do you work?
Monday to Friday, 09:00–18:00 Hong Kong time (GMT+8). That covers the US night and the European early morning, so orders placed in the US evening are proofed by the morning.
What if you make a personalization mistake?
If the error is ours, we credit the reprint and shipping on your next invoice, up to the value of the order.
Can you handle the fourth-quarter rush?
Yes, if we plan it with you. Tell us your forecast by September and we add people to your account for October to December.
How will I know what you did?
You get a weekly report every Monday with orders handled, issues fixed and next week’s priorities.
Marketplaces
Which marketplaces do you work with?
Etsy and Amazon, including both FBA and FBM.
Are you an official Etsy or Amazon partner?
No. Keelhouse is an independent service provider and is not affiliated with, endorsed or sponsored by Etsy or Amazon.