HOURS OF OPERATION AND LEAD TIMES:
Shipping hours of operation are Monday through Friday from 10am to 4pm PST. We ship from our distribution warehouse in Los Angeles, CA and are closed during major holidays and weekends.
Once a web order is placed and received in to us, processing time is 1-2 business days (A business day is considered Monday through Friday). Orders placed over the weekend will be processed the next business day (Example: If you place an order on Friday at 3PM, it will most likely ship out that following Monday or Tuesday, for we are closed during the weekends). Once your order is done processing, it will then be shipped and take an additional 1-5 transit days depending on what US state (America) you live in and the delivery service you choose in checkout. Transit days are always in "business days" (Monday through Friday). Keep in mind, the day your item is shipped out (picked up by the shipping carrier), that day does not count as a 'transit day'.
An example below, shows a typical delivery schedule for a customer who places an order over the weekend, and lives in a state that is 3 business days away from us.
*Please note - Shipping options on the website checkout are estimated/displayed in business days (not to include weekends or holidays). This estimate is 'transit time' once the package leaves our facility and does not include our internal processing time of 1-2 business days.
We cannot Ship to PO BOXES.
INTERNATIONAL (& OUTSIDE THE CONTIGUOUS 48 UNITED STATES):
Shipping prices(s) are based on your location and the prices charged by the shipping carrier of your choice during checkout.
PLEASE READ - IMPORTANT INFORMATION REGARDING IMPORTS, BORDER FEES, CUSTOMS & DUTY:
The customer (recipient) is responsible for any Import/Duty/Customs Fees and Charges at time of delivery if any are applied. If the customer (recipient) refuses the delivery because there is a Customs Tax/Fee at time of delivery and the item is sent back to us, the original shipping costs will be deducted from your refund.
If Love Token gets charged any additional 'return package/refusal fees' by the shipping carrier due to customers refusing their shipments at customs/border, these return fees and charges will also be deducted from the customers refund as well.
Love Token is not responsible for paying any additional import or border fees/charges, for these charges and fees are out of our control and are the responsibility of the Importer/recipient/customer.
We cannot Ship to PO BOXES.
LOST PACKAGES & ITEMS NOT RECEIVED:
With "delivery scams" on the rise where people to claim to not receive their package (but actually did), major delivery companies are now taking action. With today's modern technologies, all major delivery services (FedEx, UPS, USPS) are now equip with GPS enhanced package scanners and delivery truck 'dash cameras'. At the time of delivery and scanning of the package on your doorstep, technology now pin-points the GPS location of the package scan as well as captures a video camera feed from the trucks surroundings, and saves this information for every delivery made for up to 30 Days.
So your package hasn't been delivered, but its marked as "delivered"? NO WORRIES, we can easily open a claim with the delivery provider and recover the GPS location and video footage of the delivery made. This way we can see exactly where your package is, and work this out together.
Exchange requests are not accepted at this time. All items that need to be exchanged (for example: wrong size/doesn't fit) need to be returned for refund (money back) purposes only.
The below return policy only applies to web purchases made at lovetokenus.com:
RETURNABLE ITEMS: LoveTokenUS.com has a 14 day return policy on unworn merchandise, not altered or washed, in original packaging and new condition with tags still attached, purchased at full price or purchased using the 15% off welcome code or email sign up code, you're eligible for a refund if you meet this requirements.
All Love Token pieces are inspected for quality prior to us shipping them out, and any items that are worn, washed or damaged may not be returned. To be eligible for a return, your item must be unused, unwashed and in the same condition that you received it. It must also be in the original packaging with tags still attached. Shipping fee won't be refunded for any order.
NON-RETURNABLE ITEMS: Items marked as "FINAL SALE ITEM" are items not eligible for a return or refund. Items of this type are generally deep discounted items, clearance or blowout items and are clearly marked as "All Sales Final" on the product page for customer to see prior to purchase. This final sale language will be located above the "Select a Size" and "Add to Cart" buttons on the product page, so a customer cannot miss this final sale language prior to making a purchase and is informed correctly before making a purchase of said items.
ITEMS WITH PROMOTIONAL DISCOUNT: for seasonal events or flash sales, when discount is greater than 30% off original price, orders are final sale and returns won't be authorized, please contact us with any inquiries prior to purchase, we won't make any exception.
For returns on items that were NOT placed at lovetokenus.com, please contact the retailer whom you purchased it from to obtain information on their own return policy. We do not take returns back from other retailers.
If you are a retailer inquiring about returning items (Purchase Orders/PO #'s), please contact your dedicated Love Token Sales rep directly on return instructions.
FOR ITEMS THAT QUALIFY FOR A RETURN - OBTAINING AN RMA & RETURN APPROVALS:
STEPS TO RETURN YOUR LOVETOKENUS.COM ITEMS:
- Visit our RMA Form Page HERE.
- Fill out the form in its entirety and hit Submit.
- Await a response from our agents via email with approval and return instructions on how to proceed next.
If your return is not authorized by Love Token prior to you shipping it back, it will be refused and returned to the customer.
RETURNS PACKAGING & ITS CONDITION WHEN SENDING BACK:
Please be respectful of your returned item(s) when sending it back to us. We take great care in making sure your item is properly boxed/packaged and secure for transit, we expect the same from you on your return(s).
All returns are inspected upon arrival by us. If found the item arrives back damaged due to customer poorly boxing/packing your returned item, this will effect your refund amount. Severely damaged goods arriving back to us due to poor customer boxing/packaging may even result in getting no refund at all.
Please do not send your purchase back to the main manufacturing plant. Instead, please send them to: Love Token Returns - 1511 Paloma Street. Los Angeles, CA 90021.
RETURN SHIPPING COSTS, WHO PAYS?
When Love Token pays for return shipping costs - We will pay for the cost of return shipping if the reason for return was result of OUR error. Examples of instances may include:
- Item arrived to you damaged (stained, rip, tear, seams or stitching came undone, button fell off, zipper broken, etc)
- We shipped out the wrong item #, size or color than indicated on your order
- We shipped a duplicate order
IMPORTANT: For items that arrive damaged or is defective, YOU MUST provide video/photos to support your claim that the item arrived damaged or is malfunctioning. If a customer refuses to or failure to send photos/video of a claimed malfunctioning/damaged item, this return will be treated as "buyer’s remorse" and the customer is solely responsible for shipping it back. The customer is also vulnerable to the 15% restocking fee as well as any shipping charges the seller has paid out. If a customer claims an item is defective/damaged, the customer must provide proof prior to return, no exceptions. Use the RMA form to submit pics/videos for your return request.
When the Customer Pays For Return Shipping - In the case of a return due to customer error or customer *opinion, return shipping is the customer’s responsibility and shipping charges are paid by customer. Pre-paid return shipping labels are not provided in these instances. It is important to note that original shipping and handling costs will be deducted from your total refund, and any order offered with special shipping charges is subject to a deduction of our actual outbound shipping costs. Examples of these customer returns may include:
- Buyers Remorse ("Item doesn't fit me correctly", "Item doesn't meet my expectations", "I expected better in quality or construction", "Item looks/fits better on the model that it does on me", etc)
- *Various personal opinions of what deems as "good quality" or "good craftsmanship" is very debatable between different persons "opinion". If a return is being made over what deems as opinion of "quality or craftsmanship", it will be considered a Buyers Remorse Return and return shipping is the customers responsibility and shipping charges are paid by the customer.
- Item Doesn't Fit Correctly
- No Reason / No Longer Want
- Misinterpretation of Product Description (failure to fully read item details/descriptions/features)
- Order Cancellation after the item already shipped out
- Customer accidentally bought too many
- Customer accidentally provided wrong shipping address
All returns are subject to a 15% restocking fee which will be deducted from your refund if item is proven to be at customers fault for the reason for return, if the item comes back damaged due to customers poor return packaging & shipping, or if the item is returned missing parts.
REFUNDS & PRICING POLICY-
The refund (less shipping and restocking fees; if applies) will be applied to your original payment method once the return is processed in our warehouse. Original shipping costs are non-refundable. Please note that the return process involves several stages, so please be patient in awaiting your refund. Generally following the date of arrival at our warehouse, this process is approximately 2 to 3 business days to receive return, inspect, re-stock, issue credit to original form of payment, and another 2 to 3 days for credit/debit card payments for your banking institution to post the refund to your account (in certain instances additional stages are required).
We live in a day and age where online prices fluctuate almost daily. Even on big online retailers like Amazon.com, a products price can change up or down hourly and multiple times per day. As a consumer, one must understand that pricing can and will change all the time, and we cannot refund the difference afterwards if your item happens to go on sale for less.
If the item you purchased is now priced higher/more the next day, can we reach out to you and ask you to pay the difference and you give us more money? Certainly not ;)
We also do not price match our competitors pricing.