Shipping Policy
CARRIERS
Lemonhead.LA, LLC (LHLA) uses the services of United States Postal Service (USPS) and Fedex.
SHIPPING TIMES
Due to the nature of our products being handmade and shipped out of our LA office, please allow up to 72 hours for your order to process (backordered items may take longer). Domestic orders can expect to be received between 3-7 business days after processing. Fedex 2-Day Shipping may be selected as an upcharge. This does NOT mean you will receive your package in 2 days, it means when your order is ready to ship, it will ship with Fedex 2-day instead of USPS and will arrive faster.
ORDER MISTAKES
Once an order has been placed it cannot be altered, only cancelled and reordered. If a mistake was made, email us here as soon as you can with the subject line “Cancellation Request: Order #XXXXX (your order number)”. The sooner you contact us, the sooner we can catch your package before it ships!
ORDER TRACKING
As soon as your order is processed, the tracking (USPS or Fedex) is sent to the email you provided during checkout. USPS now offers the option of adding your mobile number for text alerts! When USPS tracking shows "Package Accepted", it has been picked up from our warehouse and is on its way to you. Please keep in mind, COVID-19 has caused significant delays.
If your tracking has been frozen for some time, this means that the package is sitting at a sorting facility that is backed up. Tracking will updated at the next scan. Most LHLA orders are received the same week they were placed, but this past year we noticed a trend with tracking numbers not updating sometimes for 2+ weeks! While this situation is rare, it’s just as frustrating to us as it is to you. If there was anything we could do to speed the process along we would. Finding your local postmaster's phone number and saving it in your contacts is the fastest way to reach a person as USPS. This website lists most numbers. Signing up for text alerts on the carriers website is the fastest way to receive updates.
LATE/MISSING PACKAGE
While this is a highly rare scenario, we have enough experience with this situation to offer advice that has helped many customers locate their packages. Before doing anything, check your LHLA order confirmation email and make sure the correct address was provided during checkout as this is what is used to generate your shipping label. If it was correct, all hope is not lost. When USPS scans the package as delivered, it's marked with precise GPS which your postmaster can access over the phone with you. 8/10 times, lost packages are located. If you feel your package was stolen, we will always do what we can to help (email us here), but unfortunately we cannot be held responsible as tracking was provided with the ability to sign up for out for delivery/delivered text alerts.
INTERNATIONAL SHIPPING
International shipping rates are calculated at checkout based on your address and ship with DHL. FREE* on all orders $150+ and ship via DHL or Fedex Expedited with full tracking to your destination. We understand it's expensive. In the past, we have offered less expensive shipping options but too many orders arrived months after ordering or went missing with no traceability leaving our customers and ourselves understandably frustrated and disappointed. We want to make sure you are not only happy with our products, but that your products also arrive quickly and in perfect condition. Our international shipping almost always arrives within 10 days of purchase, and often times sooner.
If you're an international customer, make sure to check to see if our products are available at a retailer in your country!
*FREE International Shipping does not cover rural delivery areas. If your order qualifies for free delivery but is in a rural delivery area, we will contact you before shipping to request payment for just the rural delivery fee.
*We are currently unable to ship to the following countries: Mexico, Italy, Spain, Portugal, China, Cuba, Malta, Maldives, Iran, Sudan, Somalia, Syria, and Tajikistan (subject to change).
DUTIES + TAXES
Duties and taxes are the responsibility of our international customers. Rates vary by destination country. If a customer refuses the duties and taxes and the order is shipped back to us, customer will be refunded the order amount paid minus all fees we were charged. Please do not order internationally if you refuse to abide by the law of your country.