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FAQs

SHIPPING METHOD

Our main office and warehouse are currently moved to Hong Kong. The office is playing an important role in managing administration, product design and customization works between suppliers and vendors while maintaining good communication with our factory in Shenzhen, China. We seek for your kind understanding for the slightly long international shipping service and custom clearance.

Of course, part of our inventory are being stored in United State local warehouse to ease for local delivery.

*Please refer to product page whereby we have indicated with shorter delivery time for products that are readily available in local warehouse, fulfilled by Amazon (FBA).

WHERE DO YOU SHIP TO?

We are providing international shipping for most of our products. And we also offer a Priority Mail delivery service for some of our products which care readily stocked in local warehouse. However, due to some postal problems, we are not able to deliver to military area and some small countries.

HOW DO YOU SHIP?

We ship your orders overseas by reputed courier companies. After processing your order, we will send it to the shipping company and it will be handled fully by them.

Shipping Companies

Upon arriving to your country, the parcel will be handed over to your country’s postal service. Therefore, please kindly contact your local post when it arrived at your country.

 

SHIPPING TIME

HOW LONG WILL MY ORDER TAKE TO BE DELIVERED?

Once you have placed your order you will receive an order confirmation email, this will have your order number listed. Our team will then prepare your order, this can take up to 2 business days. Once your glasses are ready and have been shipped you will receive a further email to advise your tracking number.

Shipping to USA

  • Order processing : 2-3 Days
  • Priority Tracked Shipping: 10 - 15 Days
  • Standard Free Shipping: 13 - 18 Days

Note : The items you ordered will reach you within 20 days for Standard Free Shipping

You may find our delivery record for  First Class Priority Mail to United States only takes 6 - 7 days on average.

Shipping to Worldwide

  • Order processing : 1-2 Days
  • Priority Tracked Shipping: 10 - 15 Days
  • Standard Free Shipping: 15 - 25 Days

Note : The items you ordered will reach you within the 30 days for Standard Free Shipping

 

HOW CAN I TRACK MY ORDER?

As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your order is on the way".

You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! Your order will usually take around 24-48 hours to be dispatched. 

*Please note, tracking can take around 24-48 hours to update after dispatch

 

WHY CAN’T I TRACK MY ORDER?

Please be noted that the tracking information will only be displayed after 2 - 3 days of information update. If you cannot find the information about your package, please try again later.

 

WHY I HAVE TO PAY EXTRA FEE FOR SHIPPING COMPANY FOR RECEIVING MY ORDER?

When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depend on each shipping company’s policy or custom procedure, you might be charged a little extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay the required fees to receive your order.

We often declare this as gift below order value, so you do not need to worry about this.

 

WHAT IF THE PACKAGE WASN'T DELIVERED BUT TRACKING STATES THAT IT WAS?

If the package was marked as delivered by the carrier, but the customer reports they have yet to receive it, Lush Crate won't cover the cost of reshipping or refunding the order.

There may be cases where the delivery was made, but the package was left in an unexpected location at the customer's address. Customers 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."

We're not yet able to assist with filing claims with shipping carriers but hope to do so in the future!

 

WHY MY ORDER SHOW IT IS BEING RETURNED TO SENDER?

There are a few reasons an order can be returned to sender but most often it is due to an undeliverable address. Other instances include the package being unclaimed at customs or refused/returned by your end customer. You will receive notice once the order arrives back to our facility.

We would advise contacting your end customer to determine how they would like to proceed and contact us with an updated address if you wish to have the product reshipped. New shipping charges will be applied for orders that have been unclaimed at customs, returned by your customer, or had an incorrect address originally provided.

 

PAYMENT

HOW CAN I PAY FOR MY ORDER?

We offer safe and secure online transactions via trusted payment provider PayPal, Credit Cards, Debit Cards, VISA and MASTERCARD.

All the price displayed on our products are set in US Dollar.

 

POSTAGE

WHAT IF I RECEIVED A DEFECTIVE/DAMAGED ITEM?

We always try to bring the best quality products to our customers. However, there are many factors that may lead to the damages and negative impacts to the products, especially shipping factors. Please contact our customer service lushcrate89@gmail.com to make a return request and our friendly stuff will be more than happy to guide you from there.

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