How Do I Cancel An Order?
We are only able to cancel orders within the first 12 hours after the order is placed. After that the order has most likely been processed and is preparing for shipment or has been shipped. Once this takes effect, it's out of our hands. We apologize for any inconvenience this may cause, but we pride ourselves on prompt service and this includes getting your orders out as fast as possible.
When Will My Order Ship?
Orders are usually processed and shipped within 3 working days of purchase.
How Long Does Shipping Take?
Shipping times vary as we do ship worldwide from different fulfillment centers based on your location. Average shipping time is about 7 to 20 working days. Your tracking number will be updated 3-7 days after your order has been shipped.
IS MY INFORMATION SECURE USING THIS SITE?
Orders & Payments
Q: What payment methods do you accept?
All major Credit/Debit Cards
A: PayPal Express is a secure and fast way to purchase our products online. PayPal already has your details, so just provide your email address and password to safely complete your online purchase.
Q: How can I know if my order has been placed successfully?
A: When your order is placed successfully, you will receive an order confirmation email. The status of your order can be check by visiting the Track My Order. If you have not received the order confirmation email, it may be that your email is full and cannot be successfully accepted, or it may be a system problem. Anyway, when it happens, please contact us in time.
Shipping & Delivery
Q: Where can I find the tracking information for my orders?
A: All tracking numbers can be found in the shipping notification emails we send out. Tracking information can be found in the shipping notification emails we send out.
Note that international shipment tracking may take up to a few days to display any updates but that doesn't necessarily mean the shipment is lost.
Q: Is tracking available for my order?
A:We depend on the international network of logistics services such as DHL, FedEx, and UPS. Along with these, we also rely on local postal service providers like USPS so that your order could be delivered to you in the shortest time possible. That’s the reason why tracking may not be available sometime.
Note: All orders delivered within the United States by USPS have full tracking available! For international orders, full tracking will only be available when sent via International Priority - which costs a bit more.
Q: Where do my orders ship from?
A:We have our third-party factories located in different parts of the world. Each one of them manufactures particular products and caters to different geographical locations. We make sure your orders are producted in the most suitable location catering to the delivery address you provided for fast and affordable shipping!
Q: What if the recipient’s address was wrong?
A:If the recipient’s address was wrong, please contact us in time. Once the order is shipped, then you are held responsible. You would have to bear the reshipment charges.
Q: What happens if a package wasn’t delivered to me, but the tracking states that it was?
A:If the package was marked as delivered, but you have yet to receive it, please contact us in time.
There may be cases where the delivery was made, but the package was left in an unexpected location at the your address. You should reach out to the carrier and inquire if any additional details were left by the delivery person. For example: “Left under the table on the back porch.”
Returns & Exchanges
Q: What is your return policy?
A: We offer a 7-day return & exchange policy, because we would like to make you feel comfortable when shopping at Lotinao. Please refer to Returns & Exchanges for details.
If you have any questions, please contact us, we will deal with it as soon as possible.