Frequently Asked Questions

What method of payments can I use?

Paypal and credit/debit card only.

Do you have a physical store that I can shop at?

No. We are an online only store.

How much does shipping cost?

All shipping costs $5 (domestic and international).

When will you ship my order?

Please allow up to one week for your order to process and ship out. We do not do package drop offs on Saturday and Sunday. Domestic shipping within the U.S. usually takes 2-10 business days. Typically, international shipping times may vary between 2-6 weeks. However, some regions may take longer. Asia and Middle East take up to 10 weeks with standard shipping. We ship through USPS first class. If you need a rush delivery, please leave us a note with your purchase or email us. We will invoice you the difference for express delivery.

I'm worried about my package being stolen from my mailbox/door. How can we avoid this?

If you are concerned with delivery, please leave us a note in your order comments requesting signature confirmation. If you live in an apartment complex where packages are often misplaced or stolen, we highly suggest opting for signature confirmation. Signature confirmation comes at no extra cost for our customers. You simply need to let us know that you want it in your order notes. Signature confirmation is only available for domestic USA orders. For international orders, we suggest leaving us your phone number in the order notes so we can input that info at the time of shipping label creation. If need be, your local post office in your country may contact you if there are any shipping issues. Please keep in mind that Lotus & Co. does not have control of packages once they depart from USA international dispatch centers. By purchasing from Lotus & Co, you are agreeing to these terms.

AH! I entered my address incorrectly! What do I do?

Email us via our contact tab IMMEDIATELY. Make sure to include your order # and the correct mailing address. For the subject of the email, type "FIX ADDRESS" in all caps. It is imperative that you contact us ASAP because we ship out orders next morning. If you contact us after your package has left our facilities regarding an incorrect address, you must pay a second shipping and handling fee for a resend. Once the wrongly addressed package returns to our offices and the additional shipping invoice has been paid, we will resend the package to the correct address. Lotus & Co is under NO OBLIGATION to reship for free in cases of consumer error. By purchasing from Lotus & Co, you are agreeing to these terms.

I found a code online after I placed my order? Can you refund me the discount amount?

No. Codes cannot be applied to orders after transactions are completed regardless of time after purchase. By purchasing from Lotus & Co, you are agreeing to these terms.

Why is my tracking information not updating? It says pre-shipment.

Unfortunately, USPS has been congested and it takes time for updates to happen. We have personally watched packages be scanned at times and they still will not show up on tracking updates until hours later - in some cases, updates will go through next day. Often times, your tracking will not update until your package has arrived at a larger sorting facility. Our local post office is small and regularly forgoes the arrival scan. In most cases, your order will have its first update in Anaheim, California or Los Angeles, California. That's where the main sorting and distribution centers are.

My package hasn't moved in a few days (almost a week). My package was scanned as "delivered" but I can't find it. Is my package lost?

This is a possibility. Your package may have been lost (or left behind) in a bin somewhere in the USPS. It happens quite often and eventually the package will be rediscovered by a postal worker and be on it's way again. If your package is scanned as "delivered" but you cannot find it, first call your local post office to inquire about the status of your package. Some delivery people scan packages as "delivered" while they are en route to the final destination. Your package may show up in the next 1-3 days after the delivery scan.

Where is my tracking number?

Your tracking information will be sent to the email that is linked to your paypal account. If you use separate emails on bigcartel and on paypal, you will get 2 emails about your order. The email you used on bigcartel (our host site) is where you will receive your order confirmation. The email that is linked to your paypal is where you will get shipping info. For international orders, you will get an email from Stamps on behalf of Lotus & Co. If you did not receive your tracking number within a day of placing your order, please email us and we will forward you your tracking information.

My package was deemed "undeliverable" by the USPS and is being held at my local post office. What do I do?

First, call your local post office where they are holding your package and see if they will give you your package with proof of purchase and matching tracking number. If they say no, the package will be returned to us. At that point, we can attempt to resend with a different carrier or use a different address format. A second shipping charge will be required if the address entered at checkout was incorrect. Please make sure you enter your correct address when ordering with us to prevent situations like this. Lotus & Co is under NO OBLIGATION to reship for free in cases of consumer error. By purchasing from Lotus & Co, you are agreeing to these terms.

INTERNATIONAL SHIPPING AND CUSTOMS DETAILS

Please be aware that orders shipped to destinations outside the United States are subject to taxes, duties, brokerage fees, and all other expenses related to the import of products into that country from the United States. Lotus & Co. is not able to add these fees to your order before checkout. Since these laws and fees can change over time, Lotus & Co. encourages customers to check with the applicable Customs offices before placing an order. Lotus & Co. will not reimburse the Customer for any portion of the price of goods purchased, the cost of shipping, taxes, customs or any other fee on orders undelivered due to recipient refusal. If your package is returned to us we will only refund the product price, shipping charges are non refundable. We must declare all orders as merchandise with the correct description and value. We will not declare your order as a gift or with a lower value since this is against existing laws.

I want to return my item.

NO RETURNS/REFUNDS ON BODY JEWELRY. THIS INCLUDES EARRINGS, SEPTUM CLICKERS, NOSE RINGS, NAVEL JEWELRY, LIP JEWELRY, NIPPLE JEWELRY, SEPTUM RINGS, AND SEPTUM CLIPS. This is nonnegotiable for the sake of safety and sanitary reasons. Regardless of if you wore the items or not, we cannot verify any statements made so we cannot accept returns on body jewelry. No exceptions. All of our jewelry is brand new and unworn, and we make sure to stand by this statement so our customers are not receiving used jewelry. We want our customers to be happy and if there is a problem or defect in the jewelry we will gladly fix the problem. It is your responsibility however, to make sure you are ordering the right size/gauge. ALL SIZES AND DIMENSIONS ARE INCLUDED UNDER PRODUCT LISTINGS. For damaged items, send us details about the damage along with a photo and order number within TWO (2) DAYS of receipt (customerservice@shoplotusandco.com). You must email us within 48 hours of your tracking information saying delivered. By purchasing from Lotus & Co, you are agreeing to these terms.

I broke my products. Can I get a refund?

No. We only issue refunds when items arrive defective (which should be reported IMMEDIATELY) or if the wrong product was sent. All damages/loss after personal wear and use are not our responsibility. By purchasing from Lotus & Co, you are agreeing to these terms.

What materials are your items made of?

All of our jewelry is compliant with laws regarding lead and nickel content. Some items are gold and rhodium plated. Our authentic piercing items are made of implant grade surgical steel or with brass (lead free). Both are safe to wear. Rhodium plating may fade over time when exposed to skin oils or chemicals (found in makeup or perfume, for example).

I have a customer service inquiry. How can I contact you?

We have a customer service email set up in the contact tab on our site. Refrain from asking order specific questions on social media because that stuff should be confidential. We don't want to be giving out tracking numbers and updates on there. Privacy and safety is very important. Also, it is possible to miss notifications on IG and Twitter. We don't want to miss your questions! Email is best.