It could be a problem with your browser. If you use Internet Explorer, it might be time to clear your cache! Not to worry- it is easy.
Close all your open sites. Go to the upper right corner where it should say Tools in the menu bar. Click on that. Then go to the bottom and click on Internet Options. To the middle of the page it will say something to the effect of clear temporary files or words to that effect. If you have never done this it could take quite a while. Just let the machine work.
Then try the site again. If you are still having issues with their site, then call Keepsake and get further help.