FAQ
1. HOW LONG DOES SHIPPING TAKE?
US SHIPPING
Standard shipping takes 5-7 days.
Express shipping takes 2-3 days.
INTERNATIONAL SHIPPING
Depending on DHL Express rates.
PLEASE ALLOW 1-5 BUSINESS DAYS FOR ORDER PROCESSING.
2. HOW LONG IS YOUR IN-TRANSIT TIME TO RECEIVE MY PACKAGE ONCE MY ORDER HAS SHIPPED?
In-Transit time starts when your order has been shipped, and does not include standard processing time applicable to the shipping method selected at the time of checkout. Business days do not include Saturdays, Sundays, or US Holidays.
3. CAN I CHANGE MY ORDER AFTER PLACING IT?
Once you have received a confirmation email, our team is likely processing it. Our fulfillment center works quickly to get your items to you, so it is likely we will not be able to change your order. Please check all the details including address and size before completing your order.
4. CAN I CANCEL MY ORDER OR CHANGE MY ADDRESS?
We know just how much you want your order to arrive on time. Seconds after you place your order, it goes straight to our warehouse for processing so unfortunately, this means making changes to your order can often be difficult. If you contact our customer service team, with your order number and correct address, we can see where your order is, but we CANNOT guarantee that your order will be canceled or changed. Loyal Origins is NOT responsible for any mistakes in addresses inputted at the time of order placement.
*Exception, after your order is dispatched, you can contact the carrier directly to see if they can update the address or redirect the package to a pick-up facility (options and services vary by carrier).
You are responsible for contacting Customer Service at help@loyalorigins.com regarding any cancellation requests or change of address.
5. WHERE IS MY ORDER?
As soon as your order is processed and ready to ship, you will receive a shipping confirmation email or text with your tracking info so you can keep track of the delivery status.
6. I RECEIVED A FAULTY/WRONG ITEM IN MY PACKAGE, WHAT DO I DO?
We are very sorry to hear that you've received a faulty or incorrect item.
Please reach out to customer service at help@loyalorigins.com within 72 hours of receiving your package. Please have the following info: Your name, Your order number, Product name and/or code (this can be found on your order confirmation email) along with a Picture of the fault / incorrect item.
7. THE TRACKING INFO SAYS THAT MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT.
It’s possible the carrier marked the package delivered by accident. Depending on the courier, packages can sometimes be marked as delivered while in transit, so don't freak out! Carriers typically resolve this error within a day or two. Meanwhile, we recommend you check around the property, and/or with your neighbors, or your building manager.
If no one has seen your package, wait 2-3 business days from the time USPS marked the package as delivered, then contact the carrier service to open a service request.
8. WHY AM I NOT ABLE TO USE MY DISCOUNT CODE WITH MY ORDER?
If you are trying to place an order with our BUY 1 GET 2 FREE promotion and are unable to use an additional discount or promotion.
9. WHY IS MY ORDER DELAYED?
We do our best to deliver your order on time, but occasionally it takes us a little longer. High order volume & enhanced safety practices can sometimes slow our teams down. Additionally, once an order is sent to the carrier, your package could be delayed due to circumstances such as severe weather, an incomplete delivery address, or regional service delays.
10. WHAT IF MY PACKAGE IS LOST OR STOLEN?
Loyal Origins is NOT liable for any lost or stolen packages.
If you believe your package may have been lost or stolen, please contact the carrier to file a service inquiry claim with the shipping carrier as soon as possible.
We do not issue refunds or credits for packages that the carrier confirms as being delivered.
*Exemption: if a package is lost by USPS and tracking updates show a status of “NOT TRACKABLE”, please reach out to our customer service team to inquire about the matter.
11. I RECEIVED AN EMAIL ASKING FOR DETAIL BEFORE MY ORDER IS PROCESSED, IS IT LEGIT?
If the email you received is from help@loyalorigins.com, we can ensure the information requested came directly from our processing team.